隨著科技進步，產品品質不斷提升且使用壽命越來越長，許多廠商紛紛推出延長保固方案供消費者購買，而延長保固即為基本保固結束時，製造商或零售商將提出新的保固合約，使產品的保固時間能夠延長；而產品的退化與損壞並非只受到時間此單一因素的影響，極可能受到其他干擾因素之影響，因此採取二維延長保固策略，對廠商而言，在延長保固成本控管上能更精確；對消費者，二維延長保固模式較具彈性，而預防保養導入延長保固，更是近年來廠商提升服務品質與水準的重要行銷手法之一。
過去針對保固或預防性保養議題，已有許多學者探討，但探討延長保固及預防保養之相關文獻卻相當缺乏，因此本研究探討二維延長保固模式，融入預防性保養之概念，採取單變量方式，根據消費者在基本保固中資料，歸納其使用程度與使用時間之比值、失效維修次數、預防保養記錄，將消費者分類為：高使用率、一般使用率、低使用率之顧客類型，並針對三種顧客型態，提供不同的預防保養時程。而本研究針對可維修損耗性商品，以顧客使用程度分類，探討不同使用程度對產品失效之影響，以及顧客分類的重要性，建構模式幫助廠商準確地分析產品失效時間，對不同顧客類型採取適合的預防保養計畫，提供不同的預防保養策略，並以週期與非週期性的預防保養策略，因應不同消費者的需求以維持產品可靠度，其結果顯示，廠商透過顧客分類的方式，對不同類型顧客，分別採取適當的預防保養策略，能對保固成本做更有效的控管，也是較佳的方式。

Due to the requirement of better customer service, manufacturers began to offer the choice of extended warranty programs. When the based warranty is terminated, a new warranty contract, which extends the warranty time is offered. Products usually do not degrade in time as a single factor, and with other factors. In this study, a two-dimensional extended warranty policy is need for a more effective cost control. Research on warranty and preventative maintenance have been rich but the discussions of extended warranty with preventive maintenance are relatively rare. This study aims to investigate the appropriate two-dimensional extended warranty with the concept of preventive maintenance. Based on the consumers’ usage information in the basic warranty period, including usage time and degree, and the times of repair and maintenance, consumers can be classified as, heavy, regular, and light usage types of customers. Different preventive maintenance schedules would be applied to different consumers. Classification of different consumer types can give a more effective control of the warranty cost, and this is a more beneficial managerial strategy.

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