© 2003 Maher & Maher 1 QAM QoS Cable TV and Data Installation Plain and Simple Doug Marlowe Brought to you by:

1© 2003 Maher & Maher

QAM

QoS

Cable TV and Data Installation Plain and SimpleDoug Marlowe

Brought to you by:Brought to you by:


IntroductionsIntroductions


Let’s Get StartedLet’s Get Started Why WAS Cable TV Different than Telecom?

• Telecom – 1876 – 127 years old• Telecom – Union schools & Apprenticeships• Telecom – Early standards body – Bell Labs• CATV – On-the-Job Training [OJT]• CATV – Vendor control of technology• CATV – Training isn’t always rewarded• CATV – Loss of Monopoly


Challenge your thinking

Can my system deliver “Carrier Class” always-on services the way we’re going

now?

What am I empowered to do to help make my system carrier class?

99.999% availability


Learning ObjectivesLearning Objectives

By the end of this webinar, learners will be able to:

• Define the term “best practice”• List new tools and techniques to use in the Data/Cable TV installation process• Explain how the use of best practices and training can measurably benefit an organization


Agenda for Lesson 1Agenda for Lesson 1 History of Best Practice Process

Engineering– Hawthorne Effect– Deming & IE– ISO 9002– Baldridge Awards


Agenda for Lesson 2Agenda for Lesson 2 Analysis of a Best Practice

– Assumptions– Data Acquisition– Analysis– Process Charting– Executing & Monitoring


Agenda for Lesson 3Agenda for Lesson 3 Best Practices in:

– CATV Installs– Data Installs


Agenda for Lesson 4Agenda for Lesson 4 Financial Justification for Training

– Definitions– Methods


DefinitionsDefinitions BEST PRACTICES

– Step-by-Step procedure that illustrates the best way to do something

MTTR LOW IS GOOD– Mean Time to Repair

MTBF HIGH IS GOOD– Mean Time Between Failure


A Short History of Best A Short History of Best PracticesPractices

Hawthorne Effect – 1919– AT&T Western Electric

Turned up the lights – Productivity went up Turned down the lights – Still went up Change based on employee input is good


Deming & Industrial Engineering– Statistical Quality Control – Time Studies & Work Analysis– Process Development & Improvement– US companies wouldn’t listen to him– Led the Japanese Industrial Rebirth

History of Best Practices History of Best Practices (cont’d)(cont’d)


ISO 9002– Development, Production, Installation, Servicing– Prevention rather than Cure

Baldridge Award– Customer-Driven Quality– Leadership– Continuous Improvement & Learning– Employee Participation & Development– Fast Response, etc…

History of Best Practices History of Best Practices (cont’d)(cont’d)


Analysis of a Best PracticeAnalysis of a Best Practice Assumptions

– Is this the best way to do this?– If Yes, why?– If No, what are the

alternatives?


Data AcquisitionData Acquisition Field Engineering Studies

What is the task?What’s the desired result?What tools are used?What tests are run?What’s the paperwork look

like?


Analysis involves:– Detail common tasks– Detail tools needed– Evaluate motion & movement– Does documentation retell the

story?

AnalysisAnalysis


Process ChartingProcess Charting Process Charting involves:

– Create ongoing list of job tasks for each position

– Determine skill requirements– Determine training needs– Determine tool and materials

lists


OperationOperation Execution

– Now write the “practice”– Now teach the “practice”

On-going Monitoring– Now monitor the use of the

practice– Statistical Quality Control– Charts for MTTR and MTBF


EvaluationEvaluationReview

– The best definition of a best practice is:

A. To justify test equipment

B. To improve efficiency

C. To avoid litigation


Cable TV InstallationCable TV InstallationCourtesy of www.kramerfirm.com

Taken 3/17/03 by DEM


Cable TV InstallationCable TV InstallationTaken 3/17/03 by DEM


Cable TV InstallationCable TV InstallationA. Grounding & Bonding

1. Define why we ground

2. Define the benefit of a drip loop

3. Define how to select the location

4. Discuss checking for power or water before drilling

5. Identify ground wire size

6. Define bonding techniques


Cable TV InstallationCable TV Installation

Courtesy of www.kramerfirm.com


Cable TV InstallationCable TV InstallationDigital

STB

CableModem


Cable TV InstallationCable TV Installation…it seems that the spacing of the floor joists will cause a return loss problem if the staples are compressing the drop every 16" or 24." Source: SCTE-List, March 2003


Cable TV InstallationCable TV Installation

How about that! According to a CATV training company’s literature, there are over 50 electrical codes and safety standards the average technician needs to know!


The Steps of Data The Steps of Data InstallationInstallation

CableModem

A. Pre-QualificationB. Drop QualificationC. MAC Address MatchingD. Inside WiringE. Ingress Testing &

Mitigation


Pre-QualificationPre-Qualification

CableModem

A. Pre-Qualification1. Computer Type

2. Operating System

3. Memory

4. Hard Drive Space

Guarantee the installation goes smoothly.


Drop QualificationDrop Qualification

CableModem

B. Drop Qualification1. RG59? RG6?

2. Taps Terminated?

3. Corrosion?

4. Adequate Grounding?


MAC Address MatchingMAC Address Matching

CableModem

C. MAC Address Matching1. Server Issues

2. Did the order synchronize with the hardware delivery?


Inside WiringInside Wiring

CableModem

D. Inside Wiring1. Exposed Braid?

2. Defective Splitters?

3. Impedance Mismatches?

4. One-Way Distribution Amps?

5. Kinked, Compressed or Damaged coax?


DefinitionsDefinitions Definitions

– BER, Bit Error Rate– MER, Modulation Error Ratio– FEC, Forward Error Correction– Constellation, Size & Shape tells us what

type of impairment– Block Error Rate, Upstream Testing [CM1000]


TestingTesting

Courtesy of www.sunrisetelecom.com

CM1000Sunrise Telecom


Testing & MitigationTesting & MitigationE. Testing & Mitigation

1. BER pre- and post-FEC?

2. Defective Splitters?

3. Impedance Mismatches?

4. One-Way Distribution Amps?

5. Kinked, Compressed or Damaged coax?

Courtesy of www.sunrisetelecom.com

CM1000Sunrise Telecom


Financial Justification for Training: Financial Justification for Training: The Steps The Steps

Develop a clear understanding of all job tasks

Identify common mistakes and their costs Get a clear picture of truck-roll costs Determine cost of a lost customer due to

poor performance Identify revenue for buy-ups


Financial Justification: The TermsFinancial Justification: The Terms

ROI, Return on Investment– Do the results exceed the cost of training?

NPV, Net Present Value– Value of the investment over a few years– Discounted every year for inflation, etc…

IRR, Internal Rate of Return– ROI, calculated over years of uneven cash flows


AssumptionsAssumptionsTraining Reduces Truck Rolls by Half• Ask: What did you save?

Training Increases Customer Retention by 20%• Ask: What loss did you avoid?

Training increases Buy-Ups by 40%• Ask: What Additional Revenue did you gain?

Training enables staff to market, sell and service commercial data accounts• Ask: What new revenues did you earn?


Assumptions Assumptions (cont’d)(cont’d)

– Training improves efficiency by 100% Saves adding head count

by 1…SAVINGS?– The right tools improve

efficiency More work done in a day Increased morale Employee retention

Courtesy of www.arris.com


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© 2003 Maher & Maher 1 QAM QoS Cable TV and Data Installation Plain and Simple Doug Marlowe Brought to you by: