Human Error Analysis

Preventing Procedural Outages in Voice and Data Networks

Telecom carriers, service providers and network vendors all have vested interest in minimizing the cost of network ownership. Procedural outages caused by human error when installing, configuring, maintaining or upgrading voice and data networks is a primary contributor to high total cost of ownership (TCO). Vendors must identify the root cause of such errors and prevent them from recurring.

With extensive experience in all aspects of the telecom operations environment, Macadamian Usability user interaction experts provide in-field analysis to identify the root cause of procedural errors that cause costly network outages. Based on our investigations, network vendors and operators have:

Resolved procedural issues resulting in reduced no-fault-found (NFF) returns.
Prevented procedural errors by uncovering 'near misses' and addressing those problems by improving user interaction design, labeling, documentation or training.
Prevented excessive capital expense by ensuring network assets are clearly identified, accounted for and utilized effectively.
Resolved service level agreement disputes by successfully identifying the root causes of network outages.

Telecom clients benefit from our first-hand experience working in the field with telecom operations personnel. In many operational environments, we have observed their procedures, identified their needs and analyzed the user interaction of network equipment. Our human interaction engineering, user interaction research and analytical expertise help equipment vendors to:

Minimize network support costs, training requirements and NFF returns.
Pass those cost reductions on to customers through reduced network outages, simplified installation and maintenance.

For more information about how you can engage with us to improve the TCO of your telecom network, please e-mail design@macadamian.com, or call us at +1 (416) 214-2854 Toronto office or +1 (613) 820-2179 Ottawa office.

Our Telecom Expertise

Selected Telecom Clients

Alcatel
iotum
Nakina Systems
Nimcat Networks
Nortel Networks
Spotwave Wireless
Syndesis
Tatara Systems
Versatel Networks
Validian