Warranty Claim Management
Maintenance, Repair & Overhaul › MRO Vendor Management · 16 L4 steps · 6 phases · 6 decision gates · Updated 2026-03-19 21:38
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Process Flow Diagram (BPMN)
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L4 Process Steps
| Step | Step Name | Role / Swim Lane | System | Input | Output | KPI | Dec? | Exc? |
|---|---|---|---|---|---|---|---|---|
Phase 1 1.1 |
Detect Warranty-Eligible Maintenance Event | Line Maintenance Technician | AMOS by Swiss AviationSoftware | Unscheduled removal, component failure report, or shop finding in AMOS | Potential warranty event flag on work order | Warranty event capture rate ≥95% of eligible removals | N | N |
| 1.2 | Validate Warranty Coverage Against OEM Contract | Warranty & Contracts Analyst | SAP Ariba | Component part number, serial number, date of manufacture, hours/cycles on wing | Coverage determination: in-scope / out-of-scope with contract reference | Coverage determination completed within 2 business days of event flag | Y | N |
| 1.3 | Confirm Component Airworthiness History | Warranty & Contracts Analyst | Boeing Toolbox / CAMP | Component serial number, operator-applied ADs, service bulletins, repair history | Airworthiness history extract confirming no owner-induced damage voiding coverage | History pull completed within 1 business day | N | Y |
Phase 2 2.1 |
Gather Supporting Work Orders and Borescope Evidence | Technical Records Specialist | AMOS by Swiss AviationSoftware | AMOS work order, shop finding report, borescope images, QA sign-off records | Documentation package: work orders, photographs, tear-down report | Documentation pack assembled within 5 business days of removal | N | N |
| 2.2 | Assess Documentation Completeness Against OEM Checklist | Warranty & Contracts Analyst | AMOS by Swiss AviationSoftware | OEM warranty submission checklist, assembled documentation package | Gap list or complete sign-off for claim package | First-time claim submission completeness rate ≥88% | Y | N |
| 2.3 | Build Formal Warranty Claim Package | Warranty & Contracts Analyst | AMOS by Swiss AviationSoftware | Complete documentation set, contract reference, estimated recovery value | Formal warranty claim dossier with cover letter and cost quantification | Claim value accuracy within ±5% of final settlement | N | N |
Phase 3 3.1 |
Submit Claim via OEM Vendor Portal | Warranty & Contracts Analyst | Ramco Aviation | Completed claim dossier, OEM-specific portal credentials, part return authorisation (if required) | Claim reference number and submission confirmation from OEM portal | Claim submitted within 30 days of component removal (OEM SLA compliance) | N | Y |
| 3.2 | Register Claim in Warranty Tracking Register | Warranty & Contracts Analyst | AMOS by Swiss AviationSoftware | OEM claim reference, submission date, recovery value estimate, OEM SLA deadline | Warranty claim record with status, owner, and SLA timer in AMOS | 100% of submitted claims logged within same business day | N | N |
| 3.3 | Monitor Claim Status and Escalate on SLA Breach | Warranty & Contracts Analyst | AMOS by Swiss AviationSoftware | AMOS SLA timer alerts, OEM portal status updates | Escalation email or updated status flag if OEM response overdue | OEM response within 30-day SLA for standard claims; escalation triggered within 5 days of breach | Y | N |
Phase 4 4.1 |
Review OEM Assessment and Determination | Warranty & Contracts Analyst | AMOS by Swiss AviationSoftware | OEM written determination (accept / partial accept / reject), technical rationale | Internal review memo: accepted amount vs. claimed amount, variance analysis | Claim acceptance rate ≥70% of submitted value | Y | N |
| 4.2 | Escalate Disputed Claims to Commercial Team | MRO Commercial Manager | SAP Ariba | Rejected or partially accepted claim, OEM determination letter, original contract terms | Formal dispute letter or escalation to OEM account executive via Ariba correspondence log | Dispute initiated within 10 business days of unsatisfactory determination | Y | N |
| 4.3 | Prepare Technical Counter-Evidence Package | Warranty & Contracts Analyst | Boeing Toolbox / CAMP | OEM rejection rationale, component maintenance records, AD compliance evidence | Counter-evidence dossier with supplementary airworthiness and compliance data | Counter-evidence submitted within 15 business days of dispute initiation | N | Y |
Phase 5 5.1 |
Process Approved Warranty Credit or Replacement Part | MRO Finance Coordinator | SAP S/4HANA Finance (FI/CO) | OEM approval letter, credit note or replacement part despatch notice | SAP credit memo posted to vendor account; or goods receipt for replacement component | Credit posted within 5 business days of OEM approval; replacement part receipted against correct maintenance order | N | N |
| 5.2 | Close Claim and Update Warranty Register | Warranty & Contracts Analyst | AMOS by Swiss AviationSoftware | SAP credit memo number or replacement goods receipt, final settlement amount | AMOS warranty record closed with actual recovery value, settlement date, and variance note | Claim closure within 3 business days of financial settlement; register accuracy ≥99% | N | N |
Phase 6 6.1 |
Generate Warranty Recovery KPI Dashboard | MRO Performance Analyst | Tableau / Power BI | AMOS warranty register export, SAP credit memo data, claim age data | Monthly warranty KPI report: recovery rate, claim cycle time, rejection rate by OEM | Report published by 5th business day of each month; warranty recovery rate ≥3.5% of total MRO spend | N | N |
| 6.2 | Analyse Claim Patterns and Trigger Vendor Review | MRO Commercial Manager | AWS S3 / Redshift | 12-month warranty claim dataset, component reliability data, OEM rejection rate trends | Vendor performance scorecard; recommendation for contract renegotiation or supplier change | Vendor review completed annually; rejection rate per OEM <15%; repeat claim rate on same part number <5% | Y | N |
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