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by Simone Hoferer
About the Lecture
The lecture Aftercare Operations by Simone Hoferer is from the course Risk Management in International Projects. It contains the following chapters:
After returning home
Issues with Customer and suppliers
Warranty for defects
Included Quiz Questions
How can it happen, that a project needs to be continued and to be worked on even after the handover and the final invoice?
Because the customer may claim a warranty or a liability case.
Because the customer contacts us for a new project.
Because a maintenance contract was signed.
Because the customer is very social and wants to keep in touch.
After returning home from a project, there are still many open tasks. What tasks among others do you have to complete?
You need to work off the list of defects and shortcomings while agreeing upon appropriate solutions with your customers.
You need to initiate repair/replacement product and delivery.
All open issues with the customers or suppliers need to be clarified.
If agreed upon initiate additional consignment.
You need to organize the second part of the project by going through the parts with your colleagues.
Why can it happen that, in a warranty claim or defect caused by the supplier, the supplier cannot be called?
Because there are two different and separate contracts. So it may not be possible to hand over the claims of the customer to the supplier due to the individual contract.
Because the documentation of the defects and shortcomings of the supplier are not correct or the timeline to inform the supplier was not met.
Because maybe one can prove that it was the suppliers fault that caused the shortcomings/ defect.
Because one does not want the customer to get to know the supplier.
What is a warranty for defects?
It means that the customer is entitled to claim supplementary performance or compensation from the seller for failure of performance, if it has been contractually agreed upon in the duties & scope of works such as defects to quality, quantity or material.
It means that the customer is entitled to claim supplementary performance or compensation from the seller for failure of performance, even if it has not been contractually agreed upon in the duties & scope of works such as defects to quality, quantity or material.
It means that the customer is not satisfied with the performance and is entitled to compensation no matter if it was agreed on in the contract or not.
It means that the customer is entitled to claim compensation for potential defects which may occur in the future.