Using Warranty Analytics to Improve Customer Satisfaction and Reduce Operating Costs

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Presented by: Bill Lycette and Paul Jones, Agilent Technologies

TIBCO Spotfire and Teradata: First to Insight, First to Action; Warehousing, Analytics and Visualizations for the High Tech Industry Conference
July 22, 2013 The Four Seasons Hotel Palo Alto, CA

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Using Warranty Analytics to Improve Customer Satisfaction and Reduce Operating Costs

  1. 1. Using Warranty Analytics to Improve Customer Satisfaction and Reduce Operating Costs July 2013 Bill Lycette & Paul Jones Bill Lycette and Paul Jones Agilent Technologies 4½ year time period AnnualizedFailureRate
  2. 2. July 2013 Bill Lycette & Paul Jones WARP – Warranty Analytics & Reporting Program Taking the next step in driving reliability improvement Objectives of WARP • Replace aging applications with a leading-edge warranty analytics tool set • Support initiatives to continuously improve reliability • Increase efficiency of our Quality workforce speed to answer! • Understand and improve customer experience with the entire reliability life cycle • Answer complex questions by analyzing data in multiple dimensions, e.g. account name, customer site, country, ship date • Analyses at the system, subsystem and subassembly levels; provide for advanced statistical capability, e.g. Weibull, Mean Cumulative Function and Kaplan-Meier methods.
  3. 3. July 2013 Bill Lycette & Paul Jones Some Examples of Required Capability • Installed base analysis • Fail rate by geographic region • Understand the reliability life cycle
  4. 4. July 2013 Bill Lycette & Paul Jones Important Complex Questions for Your Business to Answer • Does Customer X experience a higher failure rate than the worldwide average? • Is the reliability of a product worse in Country A as compared with Country B? • Is there a difference in reliability based on country of manufacture or ship date? • How does the reliability of a product in the fifth year of use compare to the reliability during the first year? Any ticking time bombs? • Which customers have products nearing the end of warranty? What products and how many? • Account Representative or Division VP is going to visit a customer. Is there something Agilent can be proactively prepared to do when they walk on site?
  5. 5. Spotfire Custom Query Tool Config blocks generated for Spotfire Pro, Webplayer, or Automation Services. Parameterized Information Links allow several analyses to load from a common menu Some business logic and GUI code maintained outside Spotfire. July 2013 Bill Lycette & Paul Jones
  6. 6. Annualized Failure Rate: Overview Interactive Toolbars customized for the analysis Complete product history Dynamic Annual Failure Rate Zoom, data labels, tooltips Overlay series for comparison R data function computes  group and overall AFR
  7. 7. Annualized Failure Rate: Deep Dive Analysis Multiple tabs in analysis for more insights Drill through any data dimensions of interest Unicode character data support Linkable to web translation tools Interactive Filters on any field July 2013 Bill Lycette & Paul Jones
  8. 8. July 2013 Bill Lycette & Paul Jones Mean Cumulative Function Comparing: • Ship years/Design Changes • Customer vs. Overall • Product Lines/Models Detecting: • Part wear out mechanisms • Reliability phases (burn in, random, wearout) Predicting: • Warranty expenses • Total cost of ownership • Future reliability of similar products
  9. 9. July 2013 Bill Lycette & Paul Jones Converting Insights to Customer Satisfaction 1. Customer reports poor on time delivery performance (~50%). 2. Pull the data… 3. Internal analysis suggests only 3% late arrivals due to 4 late shipments with explanatory comments. 4. Customer realized their shipping/receiving department was delaying receipt of deliveries. 1. Customer dissatisfied with reliability of specific product 2. Pull the data… 3. 6 failures occurred on 2 of the 31 units. 4. Identified process change to avoid failure mode.
  10. 10. July 2013 Bill Lycette & Paul Jones Automation Services Creating snapshot chart images for use as menu into interactive analyses Aggregating charts from multiple analyses Batch processing to apply rules and generate alerts
  11. 11. July 2013 Bill Lycette & Paul Jones It’s All About Efficient Speed to Answer The Spotfire-enabled WARP toolset enables the broader Agilent organization to focus on solving problems, not reinventing solutions.
  12. 12. July 2013 Bill Lycette & Paul Jones Questions?

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