Comprehensive Renewal of a Warranty Policy Document
See how Hansem Global redesigned the warranty policy of a leading global automaker into a document that is easy to read, understand, and use.
Project Summary
A leading global automaker engaged Hansem Global to overhaul its global warranty policy document. The project aimed to address structural, editorial, and operational challenges in the existing document, which had become increasingly inadequate in addressing the needs of a globalized service network and the rapid evolution of new vehicle technologies.
This initiative was conducted over a four-month period and included extensive analytical research to identify areas for improvement and establish clear project goals.
Challenges
Extensive Scope of Preliminary Research
The most demanding stage of the project was not document renovation, but the research and analysis that formed its foundation. Over two months, Hansem Global’s specialists reviewed more than 1,000 pages of the client’s and competitors’ policy documents, aligning and comparing them line by line to set baselines, identify gaps, and extract best practices.
- Though invisible in the final deliverable, this stage was essential to ensuring every proposed change was evidence-based, strategically aligned, and backed by persuasive, data-driven reports.
- The process is regarded as especially complex in the context of warranty policies, where each warranty condition may be directly tied to legal requirements.
Structural Complexity and Inflexibility
The client’s existing document followed a rigid integrated manual format, making updates cumbersome and limiting flexibility for region-specific content. While this format ensured legal coherence, it lacked the adaptability required for fast-evolving warranty provisions.
Editorial and Linguistic Issues
The editorial quality was hindered by literal translations from Korean, resulting in verbose expressions, improper use of articles, and inconsistent tone. This weakened global readability and impaired the document’s effectiveness in cross-regional communication.
Missing and Redundant Content
Key policy elements were underdeveloped or missing, and some topics were inconsistently addressed or redundantly repeated.
Our Solutions
AAA-Based Analysis Process
Hansem Global employed its proprietary Triple A (AAA) methodology designed specifically for comprehensive analysis and database development. The name reflects its three core steps:
- Align: Created a unified component map from global competitors’ warranty policy documents.
- Archive: Extracted and systematically categorized key provisions.
- Analyze: Conducted cross-brand comparisons to identify gaps and recommend modular enhancements.
Translation of the Analysis into Actionable Reports
Hansem Global’s specialists transformed the AAA findings into structured reports that became the blueprint for renovation. Each recommendation was linked directly to comparative evidence, enabling decision-makers to approve changes with confidence. Presenting proposals in a clear, accessible format required not only language and technical writing expertise but also a deep understanding of industry terms, norms, and legal requirements specific to warranty policies.
Structural Overhaul
Hansem Global proposed a hybrid structure that integrates modular components into the existing framework. This design offers the narrative flow and legal soundness of the integrated manual, while allowing targeted updates through modular inserts. It prepares the document for eventual deployment in a CCMS environment.
Editorial Optimization
Full editorial refinement was conducted to eliminate redundant phrasing, improve sentences, and elevate tone consistency. All changes were made with international standards in mind, ensuring that the document could be easily consumed by global users and stakeholders.
Operational Integration
The effective integration of operational information was made possible through Hansem Global’s long-term collaboration with the client. This sustained cooperation allowed Hansem Global to develop a clear understanding of the client’s documentation practices and internal needs, resulting in contextually appropriate and highly usable content.
Outcome
Deliverables submitted over the course of the project included a complete research database and the finalized, restructured policy document:
- Policy comparison database
- Comprehensive content analysis report
- Executive summaries of the analysis (EN/KO)
- Proposal templates for modular improvement
- Q&A sheet for verification and alignment
- Final restructured policy manual
The new warranty policy document fulfills the practical, editorial, and strategic goals established at the outset of the project. It effectively resolves the structural limitations and linguistic inconsistencies of the previous version, while integrating operational insights in a format optimized for long-term use.
The document is designed to remain effective for years to come, fulfilling the client’s intent to reduce future maintenance efforts and to accommodate policy changes with minimal friction.