A bi-objective model to optimize periodic preventive maintenance strategy during warranty period by considering customer satisfaction

A proper warranty policy leads to a high-quality image of the product that can be used as a powerful competitive tool in the marketing of the product. In today’s market, in addition to the warranty, controlling product failure rate plays an important role in increasing the customer satisfaction level. Therefore, manufacturers to be forced to provide servicing strategies for the customers based on a combination of preventive maintenance and warranty. However, effective customer attraction using the mentioned servicing strategies might be costly. In this regard, the existing methods mainly design servicing strategies in a way that reduce manufacturer’s costs without considering the impact of customer dissatisfaction. In this paper, an approach based on goal programming and desirability function is developed to optimize the manufacturer’s costs and the customer satisfaction level, simultaneously. Due to the complexity of the problem, the proposed model is solved using the meta-heuristic algorithm of particle swarm optimization. Finally, to evaluate the performance of the developed mathematical programming, the results are analyzed on some numerical examples. © 2017, The Society for Reliability Engineering, Quality and Operations Management (SREQOM), India and The Division of Operation and Maintenance, Lulea University of Technology, Sweden.