Analysis of Warranty Management in the Brazilian Automotive Sector Using the Fuzzy TOPSIS Model

The objective of this work is to provide guidance for the implementation of effective warranty management practices aimed at reducing warranty costs, increasing customer satisfaction, and enhancing the competitiveness of companies in the automotive sector in Brazil. To achieve this, a comprehensive survey was conducted to investigate the methods and processes adopted for warranty management within this sector. Data collection was carried out through questionnaires administered to industry professionals, and the results were critically analyzed using the Fuzzy TOPSIS model, which allows for the handling of inherent uncertainties in the responses and supports multi-criteria decision-making. This study addresses a gap in the detailed understanding of warranty management practices in the Brazilian context, highlighting areas for improvement, as well as assessing the maturity of organizations concerning the best practices recommended by the Automotive Industry Action Group (AIAG) for sustainable warranty management.