WO2010150284A2

WO2010150284A2 - Warranty management system

Info

Publication number: WO2010150284A2
Application number: PCT/IN2010/000431
Authority: WO
Inventors: Ridhi Sarda
Original assignee: Tata Consultancy Services Ltd.
Priority date: 2009-06-23
Filing date: 2010-06-23
Publication date: 2010-12-29
Also published as: WO2010150284A3

Abstract

A maturity framework based warranty management system adapted to provide warranty solutions in terms of claim settlement solutions and further adapted to provide feedback solutions in relation to assessing the current state of at least one unit of an organization, said system comprising: - claim settlement means adapted to provide claim settlement solutions in respect of received claims for a product outputted from an organization having at least one unit and to provide feedback to each of aid units of said organization; - integrating means adapted to integrate said claim settlement means with each of said units of the organization; - identifying means adapted to identify the current state, selected from pre-defined states, of each of the aid units of said organization based on feedback from said claim settlement solutions; - automating means adapted to automate said claim settlement means and said units of said organization based on said identified current state; - analyzing means adapted to analyze claim settlement solutions for optimizing claim settlement means and further adapted to analyze each of said units of said organization to improve operational efficiency of each of said units of said organization by providing an analysis report for each of said identified units; and - error reduction means adapted to reduce errors by providing solutions in accordance with pre-defined rules for each of said analyzed units of said organization and to increase transparency across each of said units of said organization.

Description

WARRANTY MANAGEMENT SYSTEM

FIELD OF THE INVENTION

The present invention relates to the field of warranty management.

BACKGROUND OF THE INVENTION AND PRIOR ART

With the advent of industrial revolution, there has been an increase in technology and innovation, thus encouraging more product development. The advance technologies supplement the mass manufacture of more complex products to meet the requirements of consumers.

The consumer electronics manufacturers are constantly developing more consumer centric products to meet the modern lifestyles. Though, these complex products go through rigorous quality tests there are possibilities that the products fails or get damaged during shipment. The products also degrade with age and/or usage and fail when they are unable to carry out their normal functions. Therefore, the consumers need the assurance that the product will perform satisfactorily over the life of the product. In addition, the governments are getting more stringent to protect consumer interests. The manufacturer's respond to these challenges by offering warranties and extended warranties.

A warranty is a written and/or oral manufacturer's assurance to a buyer to either rectify or compensate for all failures occurring within the warranty period. Typically, a warranty is a legal contract between the manufacturer and the buyer that is entered into on purchase of a product. Typically, consumers can claim warranty for a product if the failure or damage to the product occurs within the warranty period specified by the manufacturer. Manufacturers provide a claim form which needs to be filled stating the nature of the manufacturing defect, date of purchase of the product, dealer information, consumer information and the like. This form gets submitted to the manufacturers for processing.

The processing includes checking the reason of failure, checking if it is a fraud claim, checking if the product damage was due to mishandling at the suppliers end and the like. These checks delay the processing of claims and lead to client dissatisfaction.

Therefore there is a need for a system which will:

• enable organizations to process claims quickly and efficiently;

• enable organizations to decide whether to replace or repair the product based on the details specified on the claim form;

• enable organizations to detect fraud claims;

• enable organizations to chargeback suppliers incase the product failure occurs at their end;

• enable organizations to reduce warranty costs; and

• provide a faster warranty lifecycle processing to increase customer satisfaction including repair, claims processing, parts returns, supplier recovery, service contracts, and the analysis of these areas for providing feedback for process improvement and cost saving.

PRIOR ART: US Patent Application US 2009112907 discloses a system and a method for populating a data mart with data collected from a number of sources and thereafter analyzing the data. The data collected includes warranty claim data, traceability data, supplier data, customer data etc. The data in the data mart is analyzed using a root cause analysis output module. The results of the root cause analysis output module is merged with the data of the data mart and thereby generating the final output based on the merged data of the data mart. The final output includes cost estimation and warranty budgeting, design improvement methodologies, early warnings and recalls management methodologies including future failure predictions and recalls management. The system also provides a seamless information flow into the design organization by supporting seamless building of Failure Mode Effects Analysis, supporting Release of Engineering Change Request management and assisting in various kinds of reliability calculations. The system also assists in creating customized dashboards and alert mechanisms to monitor Key Performance Indicators across strategic, operational and/or tactical areas.

The above disclosure of US 2009112907 does not provide for detection of fraud claims. Further, the system does not teach about the assessment of the maturity of present state of workflow and identifying the maturity of the existing systems and the level of implementation required.

US 2007265886 discloses a system that receives warranty claims data from service provider work orders and detects potential fraud and acquire product quality information. Service providers upload warranty claims which are subsequently analyzed by a client validation tool of the warranty management system against a set of warranty rules and are assigned a violation code for each irregularity found. Findings in the validation analysis, such as detection of strange patterns and fraud claims, may be communicated to a warranty data analysis team. The warranty data analysis process is responsible for fraud detection and may include reporting, statistical analysis and drill-down analysis functionality. The system ensures that the warranty activities are reported regularly to provide the product development departments with accurate and timely feedback regarding the quality of their products.

The disclosure provided in the US 2007265886 does not provide for assessment of the maturity of present state of workflow and identifying the maturity of the existing systems and the level of implementation required.

OBJECTS OF THE INVENTION:

It is an object of the invention to provide a maturity assessment mechanism for various units of an organization.

It is another object of the invention to provide a continuously improving warranty management system.

It is another object of the present invention to provide a customer-centric warranty management system.

It is yet another object of the present invention to provide a warranty management system which will enable the organizations to detect fraud claims. It is still another object of the present invention to provide a warranty management system which will shorten the claims processing time.

It is yet another object of the present invention to provide a warranty management system which will enable organizations to save costs.

It is an additional object of the invention to increase customer satisfaction.

SUMMARY OF THE INVENTION:

For the purposes of this specification, a warranty is defined as a set of claims which define the worth of a product over a defined time-period in compliance with certain production parameters, certain distribution parameters, and certain use parameters. Thus, each product that is manufactured from an organization has direct correlation with its warranty claims as a measure of the organization's compliance policies in relation to stipulated protocol, i.e. an organization conforming to the stipulated protocol will have a better warranty in terms of claims score than a product manufactured from an organization which does not adhere to stipulated protocol. Moreover, if a product if outputted from a better than stipulated protocol compliance unit, then the warranty claims score is relatively more. Typically, templates of claims may be defined in accordance with said product being outputted. Each of said claim templates may have a scoring pattern to obtain a score in relation to which the validity and weight of the claim is ascertained.

For the purposes of this specification, a product is defined as a product or a service outputted from an organisation. For the purposes of this specification, claiming items are defined as a set of items in relation to defining the thresholds of optimum use of various features of a product and / or replacement guarantees or the entire product or its components.

For the purposes of this specification, claims of a warranty are defined as a set of claiming items.

For the purposes of this specification, warranty solutions are defined as predefined sets of claims.

For the purposes of this specification, claim settlement solutions are defined as a settlement options provided by an organization to a claimant in respect of the warranty provided to said user. i.e. If a user claims the product not to perform to satisfaction as stipulated in the provided warranty, the organization should be able to ascertain the truth of the claim in correlation with existing organization policies, objectives, standards, features, and thereby provide a solution to the user upon successful ascertaining.

For the purposes of this specification, a maturity framework is defined as a solution framework for an organization wherein the solution framework is customised to be applicable to a variety of organizations irrespective of the size of the organization.

The present invention envisages a warranty management system which will enable organizations to save costs and increase customer satisfaction. According to this invention, there is provided a maturity framework based warranty management system adapted to provide warranty solutions in terms of claim settlement solutions and further adapted to provide feedback solutions in relation to assessing the current state of at least one unit of an organization, said system comprises:

- claim settlement means adapted to provide claim settlement solutions in respect of received claims for a product outputted from an organization having at least one unit and to provide feedback to each of said units of said organization;

- integrating means adapted to integrate said claim settlement means with each of said units of the organization;

- identifying means adapted to identify current state, selected from predefined states, of each of said unit of said organization based on feedback from said claim settlement solutions;

- automating means adapted to automate said claim settlement means and said units of said organization based on said identified current state;

- analyzing means adapted to analyze claim settlement solutions for optimizing claim settlement means and further adapted ,to analyze each of said units of said organization to improve operational efficiency of each of said units of said organization by providing an analysis report for each of said identified unit; and

- error reduction means adapted to reduce errors by providing solutions in accordance with pre-defined rules for each of said analysed unit of said organization and to increase transparency across each of said units of said organization: Typically, said claim settlement means comprises:

- claim template database adapted to store pre-defined templates of claims having claiming items relating to warranty of said product claim weighting means adapted to provide pre-defined weights to each of said claiming items of said template of claims;

- claim submitting means adapted to allow a user to submit at least one claim relating to warranty in accordance with said pre-defined claim templates;

- claim weighted score calculation means adapted to calculate claim weighted score in accordance with said submitted claim and said predefined weights;

- interfacing means adapted to interface said units of said organization;

- reading means adapted to read operation parameters of each of said units of said organization;

- operation database means adapted to store pre-defined operation parameters for each of said units of said organization;

- comparing means adapted to compare actual operation parameters with said stored operation parameters to obtain a compliance score for each of said units;

- validation means adapted to validate each of said claiming item of said template of claims in relation to said compliance score;

- analytics engine adapted to analyse said compliance score for each of said units in relation to pre-defined rules to obtain an analysed output of claim settlement solutions; and - feedback means adapted to provide feedback to each of said unit of said organization in relation to said claim settlement solution.

Typically, said claim submitting means includes claim progress reporting means adapted to allow a user to track progress of said claim online.

Typically, said analytics engine includes a reserve forecasting rule engine adapted to forecast warranty reserves in relation to feedback, said reserve forecasting rule engine comprises:

- organization policy template database means adapted to store organization policy templates containing weighted organization policy items;

- organization objective template database means adapted to store organization objective templates containing weighted organization objective items; and

- output means adapted to output warranty reserves in relation to said weighted organization policy items, said weighted organization objective items, and said received feedback.

Typically, said analytics engine includes a supplier chargeback rule engine adapted to monitor supplier compliance, said supplier chargeback rule engine comprises:

- recording means adapted to record supplier processes;

- comparing means adapted to compare recorded supplier processes in relation to pre-defined processes; and

- output means adapted to output a score for compliance of said processes. Typically, said analytics engine includes a product quality feedback mechanism design rule engine adapted to monitor and provide feedback for product design quality, said product quality feedback mechanism design rule engine comprises:

- design parameters database adapted to store design parameters relating to said product;

- observing and recording means adapted to observe and record product design parameters; and

- output means adapted to output a compliance score in relation to said observed and said product design parameters and said stored design parameters.

Typically, said analytics engine includes a component assessment rule engine adapted to assess components of claimed product, said component assessment rule engine comprises:

- database means adapted to store pre-defined measures of goodness of each of said components of said product;

- identification means adapted to identify goodness of each of said component of said product in relation with said pre-defined measures; and

- output means adapted to output a compliance score in relation to said identified goodness and said identified goodness. Typically, said analytics engine includes a product recall management rule engine adapted to recall faulty products, said product recall management rule engine comprises:

- manufacturing fault identification engine adapted to identify manufacturing faults;

- tracking means adapted to track each of said product having said identified manufacturing fault; and

- recalling means adapted to recall each of said tracked product.

Accordance to one aspect of the present invention, consumers can submit their claims online as well as track the progress of the claim online.

According to another aspect of the present invention, the warranty management system interfaces with other units of the organizations including finance, service, quality, marketing, engineering and manufacturing. This interface provides organizations with transparent information flow. The interface also provides the top management of organizations with a central view of all processes including claim settlement, warranty contract maintenance and product repair.

According to the invention, the received claims and warranty data is stored and analyzed by the present invention in light of related sales and engineering data to perform predictive analysis and provide feedback to the organizations to improve quality and serviceability of products. The predictive analysis also provides organizations with early warnings on nascent defects and product glitches. These early warnings are sent to the engineering unit for improving the product design and lowering the warranty costs.

According to yet another aspect of the present invention, estimates of optimum warranty level reserves and optimum utilization of capital are provided to optimize the organizations cash flow and drive shareholder value.

The present invention improves the performance by providing organizations with mechanisms to perform reserve forecasting, supplier chargeback, fraud prevention, product quality feedback, returned materials authorization, product recall management and claims processing cycle. These mechanisms are explained below:

1. Reserve Forecasting: Typically, various government laws stipulate the mandatory disclosure of warranty reserves thus increasing the need for a more accurate estimation of warranty reserves. The present invention provides forecasting tools that are applied to the data extracted by the analytics engine to provide the necessary feedback for the finance and accounts team. This feedback is combined with organization policies and optimization objectives to provide a sufficient degree of accuracy while arriving at warranty reserve estimates.

2. Supplier Chargeback: It is difficult for organizations that do not have realtime visibility to the supplier data to track the suppliers responsible for recalled and/or faulty product components. As a result, organizations are forced to settle even those warranty claims that should have been the impetus of the suppliers. The analytical rules facilitated by the present invention enable a quick and accurate identification of the supplier responsible for the fault. Detailed supplier records, including history of defaulters provided by the present invention helps in effective contract evaluation and negotiation.

3. Fraud Prevention: Fraudulent claims contribute a substantial number to the total claims submitted to an organization. Typically, about 4% to 10% of all claims settled by an organization turn out to be fraudulent. The present invention provides processing based on a set of analytical rules for claim verification and validation and helps the organizations to perform quick background checks and prevent invalid claims from being approved and eventually settled. In addition, the present invention provides alerts in the event that the source of a claim is a blacklisted retailer.

4. Product Quality Feedback Mechanism Design: Claims data provides a rich source of strategic information that can be employed in product design processes. The present invention integrates marketing, customer service and design units to help extract data related to product usage and consumer purchase behavior from production, product sale and warranty claims. This information provides insights into the processes and provides causes into product defects and the conditions that are leading to the breakdown or failure of the product. This information benefits organizations tremendously by feeding this back to the R&D and engineering teams to help them make appropriate changes to design processes and enhance the quality of the products. 5. Returned Materials Authorization: Organizations are currently facing challenges ensuring the availability of the right product components at the right time at the right price and along with the right technician. The warranty system envisaged by the present invention helps track, report and use reusable components from returned products. According to another embodiment of the present invention, automated trigger and analytical feedback from service repair units is provided by the present invention for a quick identification of components that can be refurbished or recycled. This in turn helps combat product and technology obsolescence.

6. Product Recall Management: The present invention provides early- warning mechanism for identifying product defects at an early stage and preventing faulty products from being shipped. According to another embodiment, in the event that defective products have already been shipped and need to be recalled, the present invention can help gather geographic and customer details regarding the installed base and identify products under warranty.

7. Claim Processing Cycle: Automated claim submission and contract management provided by the present invention increases the efficiency of claim settlement, while accelerating the claim processing cycle. This results in tremendous cost savings to the organization, in terms of both operational time and workforce efficiency.

BRIEF DESCRIPTION OF ACCOMPANYING DRAWINGS:

The invention will now be described in relation to the accompanying drawing in which,

Figure 1 illustrates a schematic of the warranty management system. DETAILED DESCRIPTION OF THE ACCOMPANYING DRAWINGS:

The invention will now be described with reference to the accompanying drawing which does not limit the scope and ambit of the invention. The description provided is purely by way of example and illustration. According to this invention, there is provided a maturity framework based warranty management system adapted to provide warranty solutions in terms of claim settlement solutions and further adapted to provide feedback solutions in relation to assessing the current state of at least one unit of an organization, said system comprises:

- analyzing means adapted to analyze claim settlement solutions for optimizing claim settlement means and further adapted to analyze each of said units of said organization to improve operational efficiency of each of said units of said organization by providing an analysis report for each of said identified unit; and

- error reduction means adapted to reduce errors by providing solutions in accordance with pre-defined rules for each of said analysed unit of said organization and to increase transparency, across each of said units of said organization.

According to an embodiment of this invention, said - claim settlement means comprises:

- claim template database adapted to store pre-defined templates of claims having claiming items relating to warranty of said product;

- claim weighting means adapted to provide pre-defined weights to each of said claiming items of said template of claims;

- interfacing means adapted to interface said units of said organization;

- comparing means adapted to compare actual operation parameters with said stored operation parameters to obtain a compliance score for each of said units; - validation means adapted to validate each of said claiming item of said template of claims in relation to said compliance score;

- analytics engine adapted to analyse said compliance score for each of said units in relation to pre-defined rules to obtain an analysed output of claim settlement solutions; and

- feedback means adapted to provide feedback to each of said unit of said organization in relation to said claim settlement solution.

Referring to the Figure 1, the warranty management system, in accordance with the present invention provides the warranty solutions by implementing a four step process. The four steps include integrating the warranty management system with the other units of the organization, automating the manual claim processing and service functions, analyzing the claims data and optimizing the claim and service processes to improve operational efficiency, reducing errors and increasing transparency across units of an organization.

The warranty management system envisaged by the present invention can be incorporated in existing systems as well as can be implemented as a complete solution for service and claims processing.

According to the present invention, the organizations need to asses the present state of their workflow to identify the processes which need to be improved. Table 1, helps in maturity state assessment and identifying the step out of the four steps which needs to be implemented to increase the performance and efficiency of the system envisaged by the present invention. For instance, if the organization has integrated but largely manual or semi-automated processes, its natural step is automation of processes before it should aim at analysis.

process

functions unit to Marketing & and

Quality feedback from

early

Advanced sophisticated BI well integrated CRM, SCM, automated

Continuous evaluation of and Service are

Table 1

According the invention, the different units of the organization 10 through 20 of Figure 1 namely service unit, finance unit, marketing unit, engineering unit, manufacturing unit and quality unit are integrated by the present invention to design a proactive and customer-centric warranty system. In addition, the present invention integrates the warranty-related processes within the service unit 10 including claim settlements, warranty contract maintenance and product repair to achieve efficient and effective automation for faster and transparent information flow. The integrated and agile processes help organizations anticipate the potential failure of products and preempt the customers' requirement of service for the products. Moreover, the present invention facilitates central access to the information related to these processes.

The automation of warranty management helps aligning the business goals for profit generation or cost reduction and helps service and after-sales units achieve higher customer satisfaction and positively affect repeat purchases.

According to an embodiment of the present invention, customers can submit claims online. These claims are validated and settled by applying the relevant business rules. This data forms the warranty data to be used by the present invention. The warranty data is stored in the service unit block 10.

The warranty data is extracted and analyzed by the data extraction and analysis engine represented by block 24, in the light of related sales and engineering data, and insights are provided into how the product functions in the consumer's environment. The data extraction and analysis engine 24 uses predictive analytics to obtain strategic, relevant intelligence 'and early warnings. The steps followed by the data extraction (DE&A) and analysis engine are as below:

• extraction of data from various business units (10 through 20) as shown in Table 2; • analysis of the extracted data from various units of the organization;

• based on the analysis, providing feedback to various units for continuously improving quality and serviceability of products. For instance the feedback is sent to the engineering unit 16 to improve product design; to manufacturing unit 18 to improve process design; to quality unit 20 to improve quality procedures; to marketing unit 14 to design warranty policies; to finance unit 12, to calculate warranty reserves; and

• designing alerts that will allow early capture of nascent issues like product glitches in the manufacturing cycle. These early warning on nascent defects are sent to the engineering and R&D teams. This prevents shipping defective products to markets and avoiding costly product recalls. Analytical feedback from warranty claims data helps arrest causes of defects that could otherwise lead to product failure

Table 2 The extracted data is also given to the optimization engine 24. The optimization engine (OE) 24 improves operational efficiency, reduces errors and increases transparency. OE 24 uses analytics and forecasting techniques to estimate the optimum warranty reserve levels, optimum utilization of capital and prevents unnecessary reserve accumulation. The right-sizing of the reserves helps prevent capital from getting locked in escrow accounts.

The technical advancement of the present invention includes:

• providing a consumer-centric system for warranty management;

• providing a warranty management system which will enable the organizations to detect fraud claims;

• providing a warranty management system which will shorten the claims processing time;

• providing a warranty management system which will enable organizations to save costs;

• providing a warranty management system which will give accurate warranty reserve estimates;

• providing a warranty management system which will enable quick and accurate identification of suppliers responsibility for the fault and accordingly chargeback the supplier;

• providing a warranty management system which will give feedback to the R&D and engineering teams of the organizations to make appropriate changes to design processes and enhance quality of the products;

• providing a warranty management system which will enable organizations to either refurbish or recycle the faulty products returned from the consumers, this helps in combating product and technology obsolescence;

• providing a warranty management system to give early warning alerts for product defects thus preventing faulty products from being shipped; and

• providing an warranty management system which will enable consumers to submit their claims online.

While considerable emphasis has been placed herein on the particular features of this invention, it will be appreciated that various modifications can be made, and that many changes can be made in the preferred embodiments without departing from the principles of the invention. These and other modifications in the nature of the invention or the preferred embodiments will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter is to be interpreted merely as illustrative of the invention and not as a limitation.

Claims

Claims:

1) A maturity framework based warranty management system adapted to provide warranty solutions in terms of claim settlement solutions and further adapted to provide feedback solutions in relation to assessing the current state of at least one unit of an organization, said system comprising:

- integrating means adapted to integrate said claim settlement means with each of said units of the organization; identifying means adapted to identify current state, selected from predefined states, of each of said unit of said organization based on feedback from said claim settlement solutions;

- error reduction means adapted to reduce errors by providing solutions in accordance with pre-defined rules for each of said analysed unit of said organization and to increase transparency across each of said units of said organization.

2) A system as claimed in claim 1 wherein, said claim settlement means comprising:

- claim submitting means adapted to allow a user to submit at least one claim relating to warranty in accordance with said pre-defmed claim templates;

- interfacing means adapted to interface said units of said organization;

- comparing means adapted to compare actual operation .parameters with said stored operation parameters to obtain a compliance score for each of said units;

- validation means adapted to validate each of said claiming item of said template of claims in relation to said compliance score; - analytics engine adapted to analyse said compliance score for each of said units in relation to pre-defined rules to obtain an analysed output of claim settlement solutions; and

3) A system as claimed in claim 2 wherein, said claim submitting means includes claim progress reporting means adapted to allow a user to track progress of said claim online.

4) A system as claimed in claim 2 wherein, said analytics engine includes a reserve forecasting rule engine adapted to forecast warranty reserves in relation to feedback, said reserve forecasting rule engine comprising:

- output means adapted to output warranty reserves in relation to said weighted organization policy items, said weighted organization objective items, and said received feedback. 5) A system as claimed in claim 2 wherein, said analytics engine includes a supplier chargeback rule engine adapted to monitor supplier compliance, said supplier chargeback rule engine comprising:

- recording means adapted to record supplier processes;

- output means adapted to output a score for compliance of said processes.

6) A system as claimed in , claim 2 wherein, said analytics engine includes a product quality feedback mechanism design rule engine adapted to monitor and provide feedback for product design quality, said product quality feedback mechanism design rule engine comprising:

7) A system as claimed in claim 2 wherein, said analytics engine includes a component assessment rule engine adapted to assess components of claimed product, said component assessment rule engine comprising: - database means adapted to store pre-defined measures of goodness of each of said components of said product;

- output means adapted to output a compliance score in relation to said identified goodness and said identified goodness.

8) A system as claimed in claim 2 wherein, said analytics engine includes a product recall management rule engine adapted to recall faulty products, said product recall management rule engine comprising:

- recalling means adapted to recall each of said tracked product.

9) A method for providing warranty solutions in terms of claim settlement solutions and for providing feedback solutions in relation to assessing the current state of at least one unit of an organization, said system comprising the steps of:

- providing claim settlement solutions in respect of received claims, by means of a claim settlement means, for a product outputted from an organization having at least one unit and providing feedback to each of said units of said organization; - integrating said claim settlement means with each of said units of the organization;

- identifying current state, selected from pre-defined states, of each of said unit of said organization based on feedback from said claim settlement solutions;

- automating said claim settlement means and said units of said organization based on said identified current state;

- analyzing claim settlement solutions for optimizing claim settlement means and further adapted to analyze each of said units of said organization to improve operational efficiency of each of said units of said organization by providing an analysis report for each of said identified unit; and

- reducing errors by providing solutions in accordance with pre-defined rules for each of said analysed unit of said organization and increasing transparency across each of said units of said organization.

10) A method as claimed in claim 9 wherein, the step of claim settlement comprises the steps of:

- storing pre-defined templates of claims having claiming items relating to warranty of said product;

- providing pre-defined weights to each of said claiming items of said template of claims;

- submitting at least one claim relating to warranty in accordance with said pre-defined claim templates;

- calculating claim weighted score in accordance with said submitted claim and said pre-defined weights;

- interfacing said units of said organization; - reading operation parameters of each of said units of said organization;

- storing pre-defined operation parameters for each of said units of said organization;

- comparing actual operation parameters with said stored operation parameters to obtain a compliance score for each of said units;

- validating each of said claiming item of said template of claims in relation to said compliance score;

- analysing said compliance score for each of said units in relation to pre-defined rules to obtain an analysed output of claim settlement solutions; and

- providing feedback to each of said unit of said organization in relation to said claim settlement solution.