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: 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   Chapter 2. Use case scenarios  31 2.2 Law enforcement and public safety 2.1.2 Quality assurance GLYPH<SM590000> Content Analytics: Helping the Best-in-Class Drive Superior Customer  Service