Triple-Play Service Deployment

Chapter 9: Troubleshooting High Speed Data Service
Sustained Performance Improvement
Highly configurable, customer-specific process automation is vital for the success
of an automated workforce management solution. Working closely with service
providers across the globe, JDSU has developed a framework for sustained
performance improvement. By adapting the TechComplete application to
facilitate adherence to established methods and procedures while automating
and expediting service turn-up and repair, JDSU is helping providers to meets four
key business objectives:
Reduce costs
Automation introduces efficiency that sharply reduces three cost factors: Repeat
failure rates that drive costs up and drive the need for additional truck rolls;
lengthy repair times that increase operational costs; extensive training to bring
technicians up to speed on process and technology.
Increase Revenue
Service outages and slow turn-ups eat away at profits. By introducing the
efficiency of process automation, providers can reduce outages and technicians
can bring more customers on line faster.
Increase Service
With reduced repeats customer satisfaction improves, and customers are more
likely to add services.
Decrease Complexity
Today’s workforce model requires increasingly intelligent test solutions that reduce
complexity. Automation not only provides one-button execution for tests, but also
centralizes test set management so that providers can quickly deploy new
methods and procedures which must evolve as services and technologies change.
By the Numbers
Statistics gathered in actual practice indicate that dramatic achievements in
efficiency and reduction in costs can be achieved. Results include:
– A reduction in repeat rates from 24% to 5%
– A 30% drop in incident reports during the first month of deployment
– A 25% reduction in DSL repair dispatches
– A 12% reduction in technician time spent per installation dispatch
– A 15% reduction in technician time spent per repair dispatch
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