Postgraduate Diploma in Guarantee and Network SLA Management
Online 800-hour Postgraduate Diploma in Guarantee and Network SLA Management. 8 modules covering Directive (EU) 2019/771, Royal Legislative Decree 1/2007 (TRLGDCU) and SAP S/4HANA. Assigned tutor and open enrolment.
Take the controls.
Run a real engineering trade-off from this programme. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Distinguish the obligations of legal and commercial warranty in vehicle sales.
Manage the complete lifecycle of a warranty claim.
Design measurable service level agreements for the service network.
Build performance dashboards for dealerships.
Audit claims and detect abuse or errors.
Apply complaint-handling processes in line with ISO 10002.
Propose plans to reduce warranty costs.
Who it's for
- Warranty manager wishing to specialise in Guarantee and Network SLA Management.
- After-sales analyst wishing to specialise in Guarantee and Network SLA Management.
- Dealer network manager wishing to specialise in Guarantee and Network SLA Management.
- Warranty claims auditor wishing to specialise in Guarantee and Network SLA Management.
- Customer service manager wishing to specialise in Guarantee and Network SLA Management.
- Service quality coordinator wishing to specialise in Guarantee and Network SLA Management.
- Engineering or science graduates seeking to join motorcycle manufacturers and importers.
What you'll work with
- Directiva (UE) 2019/771
- Real Decreto Legislativo 1/2007 (TRLGDCU)
- Reglamento (UE) n.º 168/2013
- Reglamento (UE) 2022/720
- ISO 10002:2018
- ISO/IEC 20000-1:2018
- ISO 10004:2018
- ISO 9001:2015
8 modules · 800 h
1.1Legal warranty versus commercial warranty1.2Claim lifecycle1.3Role of manufacturer, importer and dealer1.4Warranty cost per unit sold1.5Extended warranties and service contracts1.6Courtesy and goodwill policy1.7Battery warranty in electric motorcycles1.8Fraud and abuse in claims1.9Relationship between warranty and residual value1.10Case study: warranty policy of an importing brand
2.1Directive 2019/771 and its Spanish transposition2.2Consumer rights and time limits2.3Dealership agreement and vertical block exemption2.4Access to repair information2.5Liability for defective products2.6Mandatory recall campaigns2.7Customer data protection2.8Consumer mediation and arbitration2.9Recovery clauses against suppliers2.10Workshop: analysis of a dealership contract
3.1Coding of faults and causes3.2Documentation and photographic evidence3.3Automatic validation rules3.4Labour and parts claimed3.5Parts return and laboratory analysis3.6Settlement and payment to the workshop3.7Cost recovery from suppliers3.8Handling rejections and appeals3.9Internal processing deadlines3.10Practice: full processing of a clutch claim
4.1SLA, OLA and base contract concepts4.2Selecting service metrics4.3First response and resolution times4.4Parts availability across the network4.5Appointment lead time and vehicle downtime4.6Penalties and incentives4.7Differentiated levels by customer segment4.8Periodic review of agreements4.9Governance of agreements with the network4.10Workshop: drafting a roadside assistance agreement
5.1Dealership dashboard5.2DMS data sources5.3After-sales NPS and CSI surveys5.4Mystery customer in the workshop5.5Comparison between service points5.6Area manager audit visits5.7Improvement plans and follow-up5.8Network standards and classification5.9Data quality and reconciliation5.10Case study: compliance audit at a dealership
6.1Complaint management under ISO 100026.2Channels: phone, web and social media6.3Escalating cases to the manufacturer6.4Communicating unfavourable decisions6.5Customers with repeated faults6.6Replacement vehicle and alternative mobility6.7Recording interactions in the CRM6.8Dispute prevention6.9Loyalty after an incident6.10Practice: escalation protocol for a critical complaint
7.1Field information feedback to engineering7.2Pareto analysis of warranty cost7.3Quality and after-sales working groups7.4Monitoring corrective actions7.5Reducing problem detection time7.6Network training on recurring faults7.7Preventive technical bulletins7.8Annual warranty budget7.9Total quality cost of a model7.10Case study: warranty cost reduction plan
8.1Diagnosis of the current situation8.2Claim process map8.3Definition of target service levels8.4Indicator system8.5Audit plan8.6Improvement proposal8.7Savings estimate8.8Implementation plan8.9Report and presentation8.10Final review with the tutor
How you'll learn
Fully 100 % online training on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. No fixed timetable: students progress at their own pace within the intake, making it possible to combine study with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is SAP S/4HANA, Salesforce Service Cloud, Microsoft Power BI, Qlik Sense, in free, academic or evaluation versions. The case studies work on real procedures for processing and auditing warranty claims at a dealership, designing service level agreements for a workshop network, and Pareto analysis of a model's warranty cost. Assessment is continuous by module plus the final integrating project.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Distinguish the obligations of legal and commercial warranty in vehicle sales.
Manage the complete lifecycle of a warranty claim.
Design measurable service level agreements for the service network.
Build dealership performance dashboards.
Audit claims and detect abuse or errors.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. A university degree is not required.
- Internet connection and a computer capable of running the programme's software.
- Sufficient level of Spanish to follow technical regulatory texts.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme consists of 800 hours in total, spread over 6 to 8 months. That is an average of 10 to 15 hours per week, compatible with a full-time job.
The programme works with SAP S/4HANA, Salesforce Service Cloud, Microsoft Power BI and Qlik Sense. Free, academic or evaluation versions are used, and the tutor indicates the open-source alternative where one exists.
An SEIUM own diploma upon passing the continuous assessment and the integrating project. It is in-house training, not an official Ministry qualification.
Yes. Modules passed in a course or postgraduate diploma in the same area are credited towards the advanced programme. Check the credit recognition policy when you enrol.
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