soc

soc

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  HUAWEI TECHNOLOGIES CO.,LTD. CEM as an Enabler of Service Provider Operational Transformation Ratko Vukovic, CEM Consultant
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 2 CEM – Business Management Tool - Action based on stimulus - No desire to plan - Execution is disorganized with poor internal coordination. - Reactive but have a set of processes and procedures that are used to react - Planning is focused on how to react better and on optimizing these processes - Spend extensive effort on analytics and anticipates the business needs - Processes that are triggered having a degree of automation - Well-documented processes extensive organizational coordination - Long-term plans - Proactive but also have information technology in place that are able to trigger change automatically based on automated metrics analysis that supports the company transformation to become a Proactive and Adaptive Organization
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 3 Network Vs Customer Centric (CEM) Approach CEM, Customer Centric ApproachTraditional, Network/System Centric Approach ? measurements • It is measurements of customer experience independently of network and systems to get a view on Organization, Processes, Systems and Networks that deliver the service
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 4 Customer Expect Transparency ”Disruptive” Technology (Skype)  Customer experience objective mesurements (agent) integrated with the client  Subjective mesurements (surveys) are provided on break-up calls to other networks (Skype-out)  Self Management to buy (minutes, terminals, accessories, etc) and to get support  No Customer Care centre to call, only FAQ, technical support and user forum  The solution can be inspirational but can not be copied  Skype and other ”call control providers” don’t take responsibility for the most critical aspects of quality : access network
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 5 Responsibility & Care Evolution STP ISDN ISDN SAPa SAPb Customer Care Pay Become Aware & Select Buy UseGet Help Loyalty Customer Lifecycle Self Care 1970 My Mobile My Services 2005 2012-2020 My WIFI My Mobile(LTE) Other Mobile/WIFI NOC SOC
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 6 Mesurement Strategy: Use of Service BSC/RNC GnGb/IuPS Success, Time, IMEI Errors, IMSI, Cell Success, Time, APN Errors, IMSI, IMEI. Cell PDP activation / res Attach request / accept Detach request / accept PDP deactivate / res Gb/IuPS Probe Service, Success, Time, Errors, Time HTTP connect / rep /ack HTTP (post/get)/rep/ack HTTP disconnect /rep/ack Gn Probe HTTP, Streaming, etcSGSN GGSNMS Transport KPIs (Jitter. Ploss, Latency, Usage, etc) Application protocols/ services (DPI) DPI Basic E-mail P2P VoIP Streaming IM WAP SMTP (SSL) eDonkey Skype Out/In RTP/RTPS MSN HTTP/HTTPS POP3 (SSL) Bittorent+ SIP, Diameter RealPlayer GoogleTalk Facebook IMAP4 (SSL) FlashGet H323, MGCP MS_Media YahooMSG Twitter Webmail Thunder Net2Phone Flash_Yahoo Skype IM Radius MS_Exchange HotLine GoogleTalk PPLive ICQ Gaming LotusNotes GNUTELLA Shutter YouTube Viber Win_Update Blackberry DirectConnect UUCall AOL_Video Whatsapp Battery usage, Location (GPS) RAT CE Agent correlation Subjective (NPS Style) Cell_Id
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 7 SOC is the Key for Service & User Centric Operation Transformation HUAWEI defines that : The Service Operation Center(SOC) provides a service & user centric operation capability that enables superior service experience and operational efficiency, together with revenue & margin enhancement. Customer centric approach in measurement is used to build IT systems which together with set of processes constitute SOC.
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 8 SOC – Focal Point of Service Operation AS-IS TO-BE 1： SOC As Buffer Dept. TO-BE 2: SOC As Part of NOC 2.0 TO-BE 3: SOC As Part of Customer Care 2.0
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 9 Organization CTO NOC FLM P&E SOC Platform Maintenance Proactive Surveillance Predictive Analysis Demarcation Help Desk SOC Optimization Resolution PlatformMetric Customer Experience Service Quality Operation Efficiency • VIP Satisfaction • Complaint Ratio • MTTR • Service KQI • Voice, SMS, MMS, Web, Wap, Email, Streaming, • Mean Time to Demarcation • Mean Time to Troubleshooting Process + Organization + Criteria + Platform Process Starts Transformation from 4 Pillars
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 10 Change Request TT/Work request Alarm Priority setting Service Operation Center (SOC) Sales Account Management Network Planning & Engineering 3rd Party Service Providers NOC Customers Telecom & IT Networks Marketing Customer Care Responsible Drive Support KQI/KPIAlarms Provisioning & SLA Support Customer reported Problems & Request Problem resolution Knowledge base BI Support Reports/ Capacity Expansion Request New Site Integration problems escalations Define External Process Interactions Determine By Cases Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 11 SOC process NOC process SIP Managed Network Design Capacity Management Managed Network Planning Huawei MSUP Functional Architecture Operations Support & Readiness OPS Fulfilment Assurance Billing Work Force Mgt. Spare Parts Mgt. Configuration Mgt. Operation Acceptance Supplier Mgt. Provisioning Release Management Billing Mediation & Rating Interconnected Settlement Service Desk Network Surveillance Fault Management Performance Management Preventive Maintenance Enterprise Management Managed Network Rollout Change Mgt. Problem Management Invoicing Account Receivable Debt Collection Infrastructure Lifecycle Mgmt. ISMS QMS SLM TrainingBCM Strategy & Commit Network Development Network Strategic Planning Service Delivery Service Strategic Planning Service Development Service Quality Monitoring & Demarcation VIP Care Service Quality Reporting Data Collection & Distribution Knowledge Management Project & Program Management Human Resource Mgmt Enterprise Effectiveness Mgmt.Enterprise Risk Mgmt. Process is the CORE ELEMENT in Operation. During establishment, the detailed processes should be tailored on-site to suit the finalised organisation. 3 Major Processes are Certified by TMF eTOM •VIP Care •Service Monitoring •Service Reporting Process Framework: Mapping eTOM Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 12 SOC NOC Service Quality Degradation Demarcation Close SQDT SQDT 3rd Party SP Mgmt. SLA/OLA 3 Monitor VIP service Quality MTTC MTTR MTTV Service Reporting Service Demarcating Service Monitoring Performance Mgmt. Customer Care 3 Service DeskHelp Desk Service Desk MTTD MTTT Performance Troubleshooting Change Mgmt. Workforce Mgmt. Fault Mgmt. Report VIP Service Quality Customer Care SOC External interface SOC Internal Interface SQDT Service Quality Reporting Mgmt. Service Quality Reporting Mgmt. VIP Complaint VIP Report Example: VIP Care Process Alarms for abnormal Event Proactive Customer CareReactive Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 13 Manage Your Service Quality KQI Dashboard for each service Process Support Platform Support •Alarm Consolidation •Impact Evaluation •Trouble Ticketing Dispatch •Threshold Adjustment Service Monitoring Team Demarcation & Resolution Support Impact Evaluation & Dispatch Trouble Tickets Service Quality Monitoring & Reporting Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 14 Manage Your Service Quality GGSN GMSC HLR SGSN MGW & MSC RNC Cell/Node B SMSC PSTN/PLMN Internet 5.4%User 50.6%Radio 5.3%CN 38.7%SP Basic Demarcation Deeper Demarcation and Resolution Support Demarcation & Resolution Support Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 15 SGSN RNC Iu-PS Probe Node B CHR RNC CHR/MR PS CHR Problem Troubleshooting in Wireless Domain RANCore SP Device 30% 5% 12%5%40% 8% Poor Signal Coverage Pilot Pollution UL/DL Interference Frequent Handover RF Resource Overload Others Deep Demarcation Analysis RAN issue  TOP critical cell & KQI  Fault location (RF, Backhaul, antenna)  Root cause analysis by geo-location Service Problem Troubleshooting Demarcation •Send TT & Notification TT to Optimization Team Service Problem Troubleshooting in Wireless domain(example) Nastar Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 16 Flexible Formats High Efficiency Multi-Level Multi- Objects Tailored made KQI Customization By SMS/Email Sending By CXO/GM/Manager/Engin eer levels By PPT/Word/Excel By Traffic / Service Quality By Daily/Weekly/ Monthly Review the Service Quality Report Send the Service Quality Report to related parties Customize Report Template Revise Service Quality Report Confirm whether to Customize service quality Report Service Quality Reporting Management E2E Process Generate Service Quality Report Service Quality Reporting Process Organization Criteria Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 17 Operation NOCFLM P&E Front Office Back Office Performance Management AS-IS Transformation Design Your Organization Example in Operator X Process Organization Metric Platform Operation NOC SOC Service Desk User Care (VIP/Group/Roaming) Service Quality Monitoring Service Quality Reporting Platform Management Strategy & Process Service Optimization Analysis & Demarcation
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 18 SmartCare CEM KQIs/KSIs Voice WEB Browsing SMS MMS WAP Networkand Non-networkbased • Perceived Call Success Rate • E2E Call Connection Delay • Perceived Call Drop Rate • Good Voice Quality Rate • Page Response Success Rate • Page Response Delay • Page Browsing Success Rate • Page Browsing Delay • Page Download Throughput • SMS Origination Success Rate • SMS Origination Delay • SMS Termination Success Rate • SMS Termination Delay • MMS Send Success Rate • MMS Send Delay • MMS Download Success Rate • MMS Receive Delay • MMS Send Throughput • MMS Download Throughput • Page Response Success Rate • Page Response Delay • Page Browsing Success Rate • Page Browsing Delay • Page Download Throughput Bill Payment Advice of Charge View Bill Add-on Top Up • Service reliability • Service accuracy • Operation efficiency of customer billing • Service accuracy • Keep customer informed • Channel operational efficiency for advice of charge • Service accuracy • Keep customer informed • Operational efficiency for bill view • Network provisioning • Bill service maintainability • Bill operational efficiency for Add on • Service accuracy • Operation efficiency of top up Process Organization Metric Platform
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 19 Huawei Managed Services (SOC) It enables fast implementation of SOC functions buy  Deployment of CEM/SQM platform  Bringing expertise in technology and operational areas  Governance and processes according to the standards and best practice With set of consulting services assists CSP to  Improve/reshape the current processes  Build organization  Improve competence level
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 20 Success practice: Operator in Asia 22 million End-users’ superior service experience assured 68% Overall complaint ratio reduced 49% MTTR reduced 55% PS demarcation success rate improved (from 34% to 89%) 112% Data traffic increased in 6 months 9% CS demarcation success rate improved (from 76% to 85%) Customer Challenges Solution Implementation challenges: • Time, Efficiency, Revenue, Satisfaction Improvement • True Customer-Centric Operation Model Change Solution Highlight Process: NOC to SOC transformation, with Cross-silo Linkages Across Network, Marketing, & Customer Care departments. Value: Improved customer satisfaction by dramatic reduction in Customer complaint handling time, and resolution success rate.
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 21 Key Points  CEM is approach in managing business  The business benefits of CEM/SQM monitoring systems can only be achieved if the service performance measurements are accompanied with the tools supporting service problem resolution and service reporting  The service monitoring, reporting and resolution needs to be defined/implemented in terms of Process, Organization, Metrics and Tools/Platform  SOC concept is the most effective organizational form to start the transformation process and to achieve the business objectives
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  HUAWEI TECHNOLOGIES CO.,LTD. Huawei Confidential Page 22 Thank You Copyright©2012 Huawei Technologies Co., Ltd. All Rights Reserved. The information contained in this document is for reference purpose only, and is subject to change or withdrawal according to specific customer requirements and conditions.