Eric Arnum is the editor of Warranty Week, an online newsletter aimed at warranty management professionals. Following a stretch of more than 15 years performing market research in the telecommunications and electronic messaging industries, he has now turned his focus to the manufacturing industry's aftermarket, producing a weekly column analyzing warranty costs, claims processing, and management trends.
Arnum has performed consulting projects for a wide range of clients, including Silicon Graphics, AT&T EasyLink, the European Commission DG XIII, the Brazilian Ministry of the Environment, Sun Microsystems, cc:Mail, Informix, Qualcomm, RAI (Italian TV), and Soft-Switch. He also has presented his market research reports to customers of Lotus Development Corp., Compaq Services, United Messaging, and others. His articles have appeared in PC Week, Group Computing, Business Communications Review, Datamation, ComputerWorld, Computer Reseller News, and MTV SonicNet Music News.
Eric can be contacted at earnum@warrantyweek.com
Tom Washburn is currently a warranty program manager for HP's Enterprise Systems Group (ESG) which designs, develops and delivers a wide variety of corporate, enterprise and commercial server and storage products and solutions.
Washburn's current responsibilities include ESG's warranty metrics and strategy development where he is responsible for driving common metrics across all of ESG as well as aligning them across HP as a whole. He recently led the development of a cross business 3-year warranty strategy which will drive ESG's future warranty management process development and investments. The recent merger of HP and Compaq has provided a myriad of lessons in the warranty management arena, especially the warranty metrics domain, which he will share some lessons learned as a result of that work.
An HP veteran of 14 years, Wasburn has held numerous positions in manufacturing, quality, business processes and warranty management. He has an associates degree from the State University of New York/Cobleskill and a bachelors degree from Colorado State University in the biological sciences.
Tom can be contacted through Eric Arnum of Warranty Week at earnum@warrantyweek.com