Company: Sub-Zero Freezer Co. Inc.
Headquarters: Madison, WI
Size of Company: 500-999 employees; $50M-$100M in revenue
Industry: Industrial/heavy equipment
Primary Product Line: Household kitchen appliances, Sub-Zero freezers and refrigerators, Wolf ovens, cooktops
Name of Project: The Sub-Zero Emerging Issues Project
Project Objective: To improve warranty cost and customer satisfaction by implementing a more predictive and proactive analysis system; build an emerging issues system that uses analytics, automation, and text mining; eliminate manual coding
Technologies Employed: SAS Text Miner, SAS Warranty Analysis
Accomplishments/ROI: Standard emerging issues report shows new patterns in warranty claims data; potential issues are assigned to product engineers for investigation; text mining process reduces resource requirements by nearly 4,000 worker-hours per year; reduced timeline to define quality issues by 64 days; shortened issue detection cycle by 3.5 months; saved more than $4 million since investing in SAS software and consulting