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

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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. July 2013
Bill Lycette & Paul Jones
Questions?