Cable MSO Update: RiskView® Cost-Savings Case Study
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Transcript of Cable MSO Update: RiskView® Cost-Savings Case Study
Cable MSO Update: RiskView® Cost-Savings Case Study
Outage Risk Analytics
Robert CruickshankCEO & [email protected](703) 568-8379
Characteristics of a hidden issue include:
Small and intermittent Below real-time thresholds Not detected right away Add up in cost over time Get worse and become larger
Some issues - even after fixes - remain problematic & costly
Key Outcomes: Cost-savings analysis reveals “death by a thousand paper cuts” Proactively identifying issues saves money on calls and maintenance The longer an issue persists, the more voluntary disconnects result A key attribute of RV is its ability to identify incidents that lead to voluntary disconnects
RiskView Cost Savings
Hidden issues often last for days, resulting in a snowballing effect of voluntary disconnects.
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Correlation and Risk Concentration Analysis™ enables RV to find issues that are otherwise hidden.
RiskView Architecture
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RiskView® 90-Day Cost-Savings Case Study
MSO Case Study
Parameters of Blind Comparison Study by Maintenance Department• 1,000,000 subs in Region | 35,000 HFC miles | 180 technicians | 15 supervisors | 4 managers | 1 director • 7,500 nodes in 3,000 DOCSIS Serving Groups (combinations of nodes)
Hypothesis• [operating cost without Automation – operating cost with Automation] = Quantifiable Savings
Study Groups• Control Group = Business as Usual (BAU) • Test Group = RiskView (RV) Outage Risk Analytics
Goals• Minimize downtime of the “operating assets”
To enhance customer satisfaction while lowering care and support costs• Monitor maintenance activity for its effectiveness
Earlier detection helps in solving chronic problems thereby reducing disconnects
Departments Impacted by Control Group Discovered Issues • Service Department focuses on Non-Area Issues• Maintenance Department focuses on Area issues
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Call Center Connectivity Calls & Repeats
Field Service e.g., ARRIS WorkAssure TC = Service Calls & Repeats EC = Refer to Maintenance DI = Voluntary Disconnects Biz/Residential, 1/2/3 Services
Maintenance Activity Planned, Demand
Telemetry e.g., ARRIS SAA Hourly Degraded CMs US/DS Errors/SNR/Power/Util On/Offline, Node Combining
Find & Fix More Issues,Reduce Calls, TCs, Disconnects
Field Activity
Failed Telemetry
Connectivity Calls
Systematically Correlate Multiple Inputs Over Time
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Transaction Analytics
Problem Period: Any event which had a Reputational Cost of more than 15 transactions on a given day and stayed above 10 transactions for two days.
Reputational Cost: A dimensionless number that quantifies the potential effects on the reputation of the MSO among customers owing to the persistent problems in the network. It is represented by the following formula:
Call + 2*TC + RepTC + 3*EC + 2*DI + CHG + TRB + Fluctuating Levels + DnErr + UpErr
90-day Summary: Total problem periods identified by RV: 4,208 38% of these problem periods had BAU activity
RV identified 6% of problem periods before BAU did
Transactions Conn Calls TCs ECs DIs
Study Period 345,602 121,914 11,048 68,834
Problem Period 139,748 17,086 2,308 5,801
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Problem Period Example with Savings
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Model assumption: Early detection by RiskView saves 50% of the eventual cost.
A Serving Group with 8 Problem Periods
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Problem period
Finding: Reputational cost of 15 is a reliable early warning indicator.
Accumulation of Problem Periods – 90 days
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15% of Problem Periods last 4 days or longer.
Total Problem Periods: 4,108
Disconnects – 90 Days
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Total Disconnects: 68,834Total Problem Periods: 4,208
• The average number of voluntary disconnects steadily rise with the rise in the duration of problem period.
• With early detection, an operator can save on voluntary disconnects by fixing the problems in time.
Transactional Savings Impact on P&L (Proforma)
Maintenance Department: Additional Work 16K Preventative Maintenance Actions Created -4K Saved EC Tasks/year = 12K Net New Preventative Maintenance Actions/year $1.2M Cost due to additional Tasks @ $100 each
Service Department: Reduce Contractor Head Count Approx. 50% of Installs performed by Contractors @ $60.00 As TCs are reduced, Staff do “would be contracted” installs$900K Saved 15K TCs/year @ $60$360K Saved 6K Disconnects/year @ $60
Call Center: Reduce Capacity with normal attrition $320K Saved 40K Calls/year @ $8
Savings: $380K net per year for 1m subscribers
Thank you!