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History of Analysis Tools<br />
• Historically <strong>Chrysler</strong> used a performance<br />
measurement based upon EPUR (Expense<br />
Per Unit Repaired)<br />
• This measure was easily manipulated by<br />
increasing overall frequency of claims!<br />
• Due to the adverse impact on customers<br />
product issues were eventually excluded<br />
from calculations resulting in ‘blind spots’<br />
4
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