Learning Objectives
If you dig into your text-based data, you are very likely to find some unexpected insights with significant implications for how to improve product quality and optimize service management. Like many manufacturing leaders, however, you may often wonder how to integrate text mining with other forms of analysis across the service chain. During this Webcast, you will have the opportunity to gather best practices, benchmark yourself with other organizations and learn how to use text mining as a way to uncover hidden value and previously unknown patterns in your information. You will learn:
- Why combining text mining with the quantitative analysis of other business areas – warranty, call centers, field service, etc. – provides greater value than performing such analyses independently.
- How to find patterns in information to detect emerging issues, uncover fraud, refine problem definitions and improve the accuracy and sensitivity of early warning alerts.
- How to make text mining more focused and effective by using it with a service chain analysis solution that includes built-in business knowledge about product maturity, sales lag and product use.
- How other leading organizations are successfully analyzing text and quantitative service chain information.
- What kinds of results other organizations are experiencing – an average of 50 percent reduction in issue detection time, 15 percent reduction in warranty costs, and smaller, more focused recalls.
Program Content
“Mountains of information” is a familiar phrase and an all-too-real challenge for manufacturing-based organizations, especially when it comes to text-based data. Drawn from numerous departments and functions – sales, service, production, engineering and purchasing, etc. – text-based data can often represent a perplexing dilemma: You accumulate a large volume of textual information and may recognize that significant value rests just below its surface, but you may not know the best way to dig deeper, analyze it and reveal the true value it offers for improving product quality and service operations.
Join industry experts from Warranty Week, SAS and Accenture as they explain why a key to successful service chain management is the ability to use text mining as part of a larger framework for analyzing service and supply chain data. The panel of experts will share best practices, case studies and concrete examples of how such an approach can lead to significant results. For example, consider the following illustrations of how text mining can provide a greater depth to understanding the service chain:
- Although products may fail due to a variety of problems – electrical, mechanical, plumbing, etc. – standard quantitative analysis may not be able to detect different failure modes. Text mining, however, can re-map claims, identify separate failure modes and provide detailed detection and analysis.
- By integrating text mining into the problem definition process, you can view and rank text patterns associated with spikes in warranty claims, identify which combinations of products and claim attributes have higher failure rates, and read individual comments related to specific claims.
Participant Level of Understanding
This program is intended for participants with an interest in service chain management, quality, warranty analysis and overall service performance management.
Who Should Attend?
Service managers, executives responsible for aftermarket or service support, and managers who want to understand how to improve service and product quality.
About Eric Arnum from Warranty Week, David Froning from SAS, and Doug Derrick from Accenture
About Eric Arnum
Eric Arnum is the Editor of Warranty Week, an online publication for the warranty professional. Launched in 2002, Warranty Week focuses on the manufacturing industry's aftermarket, with analyses of warranty costs, regulatory reporting, market value, and warranty product and management trends.
Warranty Week also hosts the Warranty Chain Management Conference, an annual event that gives warranty professionals the opportunity to meet and discuss warranty-related issues and develop warranty management as a recognized discipline.
Before launching Warranty Week, Arnum edited several newsletters in the telecom industry, and performed research and consulting projects for a wide range of clients in North America, South America and Europe.
About David Froning
David Froning, Product Manger for Warranty Solutions at SAS, works in partnership with manufacturers, suppliers and industry organizations to develop solutions for manufacturing industry issues such as early warning, accelerated problem solving and accrual forecasting. Through participation in industry groups and independent research, Froning works with manufacturing companies to develop best practices for technology applications.
Before coming to SAS, Froning worked for General Motors, where he managed the development, operation, and continual improvement of quality and warranty information systems used across GM’s North American operations and supplier community. His experience also includes work with leading automotive market research firms.
About Doug Derrick
Doug Derrick is a Partner in Accenture's Supply Chain Practice. He leads the Atlanta office. Derrick is a lead contact in Accenture for engagements that focus on strategy, logistics management, operations and capability development. During his career, he has assisted in the development of operating strategies and implemented extensive supply chain change programs covering both business process and systems implementation components for companies in the automotive, industrial, electronics and transportation industries.
Derrick has focused on helping companies create competitive advantage in their service businesses through an increased focus on customer support and post sales service and maintenance. He also has extensive expertise in driving service delivery effectiveness by improving areas such as marketing and sales, spare parts and logistics management, supplier and warranty management, and technician and repair productivity.
Derrick is Certified in Production and Inventory Management (CPIM) by the American Production and Inventory Control Society (APICS) and has served on the local board of directors. In addition, he is a speaker to various industry and professional groups, including CLM. He was most recently published in APICS – The Performance Advantage, The Forgotten Supply Chain – How OEMs can optimize the aftermarket business.
