The
root causes of product quality problems lie hidden in
vast amounts of data distributed over numerous systems.
Manufactured products may include hundreds or thousands
of components from a variety of manufacturing locations
and suppliers, all interacting in a real-world environment.
To understand what's happening in repair or call center
systems, you may need to incorporate data from numerous
other systems, such as your customer support, technical
support, warranty tracking, CRM, ERP databases, etc. In
such a dynamic and complex environment, it is no wonder
that product managers, analysts, professionals and engineers
have a difficult time distinguishing root cause from symptoms
and insight from chaos.
PolyVista enables companies to improve product quality
and customer satisfaction, in several key areas of Warranty
Management and Quality Analytics:
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Problem
Identification and Root Cause Analysis: PolyVista
uses patent-pending Discovery algorithms to identify
anomalies and interesting relationships in data,
automating broad exploration of the data. The product
delivers "nuggets" of information that foster further
analysis and questioning. Instead of asking the
same questions time and again, professionals are
guided to areas that show unexpected relationships.
These algorithms can uncover complex and dynamic
problems that are difficult to discover with traditional
Business Intelligence analysis techniques. |
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Early
Warning and Problem preemption: PolyVista's
Discovery algorithms uncover emerging issues and
relationships represented in the data before they
become obvious. Armed with this knowledge early
in a product's lifecycle, organizations can address
problems at their source, whether in design, component
selection, technician training, or call center response. |
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Customer
Satisfaction Analysis: PolyVista's interactive
and automated analysis techniques can help analysts
get the most actionable information from their satisfaction
survey results. While important information can
be captured from specific answers to specific questions,
other important insight lies hidden in the relationships
between various questions and answers. This multidimensional
view of the results can highlight the influential
factors (questions and answers) that affect a customers
overall quality assessment of a product or service.
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Vendor
Monitoring: PolyVista allows companies to constantly
monitor vendor performance, and detailed analytics
can highlight supplier deficiencies across many
dimensions simultaneously such as Time, Products,
Parts and Part Lot Numbers, Manufacturing facilities
to name a few. With such analysis in hand, working
with individual vendors to improve specific performance
areas becomes much less qualitative and far more
quantitative. |
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Fraud
Detection: Warranty work is a direct expense
and can be abused by both purchasers and service
providers. PolyVista's search techniques have been
successful in ferreting out both known patterns
of abuse as well as searching for warrantee related
anomalies that appear suspicious and require further
investigation. |
PolyVista's Discovery software guides and accelerates
the identification and resolution of product quality and
warranty related problems. PolyVista puts powerful analytics
in the hands of domain experts by automating problem discovery
and facilitating the fast exploration of massive amounts
of business data. PolyVista's patent-pending 2D and 3D
visualization techniques, integrated with multidimensional
database, support further exploration with an intuitive,
interactive user interface.
Measurable
Results And Benefits
By using PolyVista's Discovery solution to identify and
resolve product quality problems, manufacturers can reap
a variety of benefits.
Customers like HP have already experienced a number of
bottom-line cost reductions that deliver a quick return
on investment, these include:
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Reduced warranty and service call costs |
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Increased productivity for business analysts and
professionals |
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Fewer
manufacturing defects |
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Better OEM component selection/price negotiation
based on service history and performance |
The other significant benefit is improved customer satisfaction.
This can be measured by many means, including: Fewer complaint
escalations
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Faster response time/problem resolution |
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Improved product and customer satisfaction scores
on surveys |
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Better relationships with large clients |
Although assigning hard dollar return-on-investment (ROI)
is always challenging, it's clear that customer satisfaction
contributes to top line results in the long run. In competitive
markets, customer satisfaction and product quality are
important differentiators, helping companies preserve
market share and support the success of future products. |
