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Whirlpool Implements New Warranty Technology
Jun 22, 2005
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Appliance maker Whirlpool Corp. recently implemented SAS(R) Warranty Analysis and SAS Text Miner solutions to further develop its customer early warning system. The global manufacturer anticipates that these SAS business intelligence tools will significantly reduce annual warranty expenses and help the company continue to build brand value and customer loyalty.

"SAS brings to the table in-depth analysis, text mining, and other capabilities we need now," said John Kerr, general manager of Quality and OPEX with Whirlpool Appliances, North America. "Our use of SAS business intelligence tools helps Whirlpool bring new innovations to our customers more quickly and in ways that create real brand value. Our application of these tools is another example of Whirlpool's continuing efforts to differentiate itself in a competitive global industry."

SAS Warranty Analysis and SAS Text Miner integrate warranty data with key customer, product, manufacturing and geographic information, which allows Whirlpool to make decisions that can lead to cost savings. SAS Warranty Analysis allows Whirlpool to automatically detect emerging issues more quickly than before; determine root cause quickly to focus its resources on the right issues in the right place at the right time for a shorter "detection to correction" cycle; glean intelligence out of its SAP R/3 operational system; and gain value from its customer and technician comments to accelerate problem solving.

"SAS Warranty Analysis and the business intelligence platform that supports it allow customers to gain faster access to company data and text, apply proven analytics to help pinpoint real issues more quickly and present the information in a manner that allows users to act in a timely fashion," said Thomas Roehm, senior director of SAS Supply Chain Intelligence solutions. "Rather than the typical online analytical processing (OLAP) or text analysis offered by most other solutions, SAS offers customers a comprehensive business intelligence platform for system-driven, in-depth analysis. That helps customers like Whirlpool make sense of their operational ERP data, improve product quality through faster response and ultimately reduce warranty expenditures for a healthier bottom line."

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