Two practical questions sit at the center of the Summit Xchange Group topics: what happens when the wrong claim code breaks the supplier-recovery chain, or a TAC case quietly becomes an early quality signal?
These are not abstract conference themes. They are operating questions that affect cost, repair accuracy, dealer support and the speed at which organizations recognize emerging problems.
At the 6th annual Service & Warranty Lifecycle Summit, MAPconnected Leadership Xchange Groups will give warranty and service leaders dedicated time to compare how these questions are being handled across different organizations. Each group will combine a member-selected priority with an end-to-end process discussion designed to identify practical, high-impact AI opportunities across its ecosystem.
The current Summit program includes 5 developed topic pathways.
TAC TECHNICAL ASSISTANCE CENTERS
WHEN DOES A TAC CASE BECOME A QUALITY ISSUE?
A technical-assistance case may begin as an isolated request from a dealer. The harder question is recognizing when repeated cases, diagnostic evidence or emerging trends indicate a wider quality problem.
The TAC discussion will examine signals, escalation and ownership across TAC, Quality, Engineering and Field teams. It will also consider how organizations distinguish a known issue from a newly emerging one, avoid duplicate issue creation and strengthen the feedback loop back to TAC teams and dealers.
The Summit program also includes a Tuesday roundtable on getting the right support to the dealer, with attention to technical field support, escalation management and Field Service Engineer effectiveness.
WARRANTY ADMINISTRATION
WARRANTY DATA & KPI BENCHMARKING: WHAT SHOULD WE ACTUALLY MEASURE?
Claims per assessor may describe workload, but they do not show whether the right claims are being paid accurately, how much rework is occurring or whether automation is improving the outcome.
The Warranty Administration discussion will compare productivity measures, first-pass acceptance, claim aging, rework, auto-adjudication rates and the relationship between cost per claim, claim quality and the return on manual review.
The program also moves into warranty auditing and controls: how OEMs can identify risk earlier, address repeat non-compliance, strengthen dealer accountability and make audits more targeted without damaging productive dealer relationships.
FIELD SERVICES CONNECTED DATA
THE DATA IS ALREADY THERE: WHY CAN’T THE INDUSTRY CONNECT THE DOTS?
Connected data, diagnostic information, service intelligence and repair insights often exist in different places. The challenge is turning them into a usable view of an emerging issue and a coordinated field response.
This discussion will examine how OEM leaders can use connected information to accelerate quality-issue detection, improve field actions, optimize diagnostic and repair processes and strengthen end-to-end quality outcomes.
The session will also help shape the developing Field Services Connected Data Xchange Group.
PURCHASING & SUPPLIER COST SHARING
OEM-TO-DEALER DATA: THE FOUNDATION FOR SUPPLIER COST RECOVERY
Supplier recovery can fail long before a recovery discussion begins. Inconsistent claim coding, incorrect causal-part identification and incomplete dealer documentation can make responsibility harder to establish and costs harder to recover.
This Xchange Group will examine where poor dealer data breaks the recovery chain, how coding and documentation affect supplier responsibility and how data quality can be improved without adding unnecessary burden at the dealer level.
Related Summit discussions will also address stakeholder alignment and the technical and financial complexity surrounding batteries, modules, electronics and other high-value components.
PARTS RETURN & QUALITY ANALYSIS
WHEN SOFTWARE MEETS HARDWARE: WHO OWNS THE ANALYSIS?
As software and calibration become more deeply embedded in physical components, a returned part does not always reveal the true cause of failure.
The Parts Return & Quality Analysis discussion will consider how organizations assess hardware failures when the root cause may sit in software or calibration, define ownership across Engineering, Quality, Warranty and Parts Analysis and connect diagnostic, software and hardware information. The objective is to improve root-cause analysis, corrective-action feedback and learning across the lifecycle.
FROM A SUMMIT SESSION TO A YEAR-ROUND WORKING NETWORK
The Leadership Xchange Group program is designed for more than a single conference discussion. MAPconnected members participate in role-specific virtual and in-person sessions throughout the year, using peer benchmarking to compare processes, examine shared operating problems and carry useful questions back into their organizations.
The wider Summit Xchange Group program also includes Recall, Customer Campaigns & Legal and Financial Products & Insurance. Their current Summit priorities will be added as the agenda develops.
The 6th annual Service & Warranty Lifecycle Summit takes place October 19–21 at The Westin Southfield Detroit.
Explore the agenda and Summit Xchange Group topics:
https://www.mapconnected.com/vehicle-service-and-warranty-summit/
