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69

      Dr. Lakshmi Mohan

Case Example: Honda Instituted An Early Warning Program

To Identify Major Potential Quality Issues …

From Warranty Service Records

Records Sent to Honda by Dealers

Included Categorized Quality Problems AND Free Text

Transcripts of Calls by Mechanics to Experts in Various Domain at Headquarters

Transcripts of Customer Calls to Call Centers

Mined the Text Data from the Different Sources

e.g., Words appearing for the first time, particularly those suggesting major problems, such as fire

Flagged for human analysts to look at

Source: Davenport & Harris, Competing an Analytics, page 70

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