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Customer-oriented Risk Assessment in Network Utilities

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Advanced Maintenance Modelling for Asset Management

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Abstract

For companies that distribute services such as telecommunications, water, energy, gas, etc., quality perceived by the customers has a strong impact on the fulfillment of financial goals, positively increasing the demand and negatively increasing the risk of customer churn (loss of customers). Failures by these companies may cause customer affection in a massive way, augmenting the intention to leave the company. Therefore, maintenance performance and specifically service reliability has a strong influence on financial goals. This paper proposes a methodology to evaluate the contribution of the maintenance department in economic terms based on service unreliability by network failures. The developed methodology aims to provide an analysis of failures to facilitate decision-making about maintenance (preventive/predictive and corrective) costs versus negative impacts in end customer invoicing based on the probability of losing customers. Survival analysis of recurrent failures with the General Renewal Process distribution is used for this novel purpose with the intention to be applied as a standard procedure to calculate the expected maintenance financial impact, for a given period of time. Also, geographical areas of coverage are distinguished, enabling the comparison of different technical or management alternatives. Two case studies in a telecommunications services company are presented in order to illustrate the applicability of the methodology.

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Acknowledgements

The authors wish to thank the Institution “Fundación Iberdrola” for providing a research grant during the years 2011 and 2012, making the development of projects possible related to the implementation of advanced maintenance strategies, technologies and services.

This research is funded by the Spanish Ministry of Science and Innovation, Project EMAINSYS (DPI2011-22806) “Sistemas Inteligentes de Mantenimiento. Procesos emergentes de E-maintenance para la Sostenibilidad de los Sistemas de Producción, besides FEDER funds.”

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Authors and Affiliations

  1. Department of Industrial Management, School of Engineering, University of Seville, Camino de los Descubrimientos s/n, 41092, Seville, Spain

    Juan Francisco Gómez Fernández & Adolfo Crespo Márquez

  2. Department of Industrial Engineering, Universidad Técnica Federico Santa María, Av. España, 1680, Valparaíso, Chile

    Mónica Alejandra López-Campos

Authors
  1. Juan Francisco Gómez Fernández
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  2. Adolfo Crespo Márquez
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  3. Mónica Alejandra López-Campos
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Correspondence to Adolfo Crespo Márquez .

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Editors and Affiliations

  1. Department of Industrial Management, School of Engineering, University of Seville, Seville, Spain

    Adolfo Crespo Márquez

  2. Department of Industrial Management, School of Engineering, University of Seville, Seville, Spain

    Vicente González-Prida Díaz

  3. Department of Industrial Management, School of Engineering, University of Seville, Seville, Spain

    Juan Francisco Gómez Fernández

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Gómez Fernández, J.F., Crespo Márquez, A., López-Campos, M.A. (2018). Customer-oriented Risk Assessment in Network Utilities. In: Crespo Márquez, A., González-Prida Díaz, V., Gómez Fernández, J. (eds) Advanced Maintenance Modelling for Asset Management. Springer, Cham. https://doi.org/10.1007/978-3-319-58045-6_11

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  • DOI: https://doi.org/10.1007/978-3-319-58045-6_11

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-58044-9

  • Online ISBN: 978-3-319-58045-6

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