## 2.1.2 Quality assurance 

## 2.2 Law enforcement and public safety 

sources and uses to take future actions or interactions that make sense to the customer, driving long-term customer loyalty and value. 

For more information, review the latest report from Aberdeen Group, which tells how Content Analytics is improving customer service: 

GLYPH<SM590000> Content Analytics: Helping the Best-in-Class Drive Superior Customer Service 

ftp://ftp.software.ibm.com/software/data/sw-library/ecm-programs/Abe rdeen_ContentAnalytics.pdf 

Good quality is a measure of the commitment of a company to its customers to deliver products that they can depend on. A reduction in quality can result in a loss of customers to your competition. Therefore, it is important to maintain a high level of quality assurance by monitoring the continued quality of your products. Manufacturers have long recognized this important aspect of their business and put in place policies and procedures that track certain quality markers in their products. 

For example, auto manufacturers use the maintenance and repair records from their dealerships as one source of information to track the quality of their automobiles. Maintenance records typically contain structured information that is coded by the technician that identifies the particular repair that was made (for example, a transmission repair). Usually a comment field accompanies the report in which the technician enters a more detailed description of the problem and the repair solution. 

In this textual information, Content Analytics can provide an early warning of a potential quality issue that is emerging for a particular model of car. For example, Content Analytics can reveal that several technicians from different dealerships cited faulty wiring harnesses due to premature corrosion and that this particular problem only occurred for a particular model of car. With this information, you can detect the problem earlier and take corrective action before it becomes a more expensive problem. 

Law enforcement and public safety agencies use bleeding edge technologies to speed up the process of discovering, analyzing, and linking vast sources of information, including Internet sites, social media sources, investigation reports, forensic reports, personal records, and witness statements. These agencies 

