Product liability by Simone Hoferer

The lecture Product liability by Simone Hoferer is from the course Risk Management: After Project Completion. It contains the following chapters:

What is meant by product liability?

It is the right of the customer to claim for compensation of damages or of loss suffered towards the producer when the damages arose for the end-user due to defective products.
It is an absolute liability to protect life, body, health and property.
It is the right of the customer to claim for compensation of damages or of loss suffered towards the seller when the damages arose for the end-user due to defective products.
It is an absolute liability to protect the delivered goods.

When a customer is making a complaint, …

your goal should be to re-establish the satisfaction of the customer and react immediately.
your goal should be to make sure that it will not result in a loss of money for you.
your goal should be to re-establish the satisfaction of the customer and react after all open tasks have been closed.
consult your employees and colleagues about how best to react.

What are your options in complaint management?

What are typical risks in this stage?

That hidden costs due to faults and defects emerge or that quality had suffered due to high time pressure.
That the balance is not being paid or with big delay or that claims towards suppliers cannot be accomplished (e.g. due to missing documentation).
That, in order to keep the deadline, things were forgotten or pushed back or that project closure & rework requires more time and effort as expected.
That the customer is already ordering the next project or that he/she has additional wishes.

What are possible chances in this stage?

To receive feedback from customer, to collect contact details from destination or to get additional requests, supplements or maintenance
To combine rework with additionals or cooperate with other trades or other projects or that sound documentation prevents unfair claims
That the project is finished and that one does not have to travel there anymore.
That one can take the time to put away the project and to do a proper filing of the documents.

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... Conduct overall project analysis. Ensure experience and knowledge be recorded. Conduct project ...

... off the list of defects & shortcommings. Agree upon appropriate solutions with customer. Initiate repair/replacement production ...

... quantity or material. Customer is entitled to claim supplemantary performance or compensation from seller. Duration of warranty usually ...

... Claim of compensation for damages or for loss suffered towards producer ...

... maybe even fotos or survey report. React immediatedly. Check possible claims towards suppliers. Way to combine ...

... Options of complaint management: Rework, rectification ...

... or pushed back. Project closure & rework requires more time and effort as expected. Balance not being paid or with big ...

... phase: Receive feedback from customer. Collect contact details from destinaition. Addtional requests or supplements? Combine ...

... To get some ideas ...

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