HUAWEI TECHNOLOGIES CO., LTD. Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate...

HUAWEI TECHNOLOGIES CO., LTD.

CEM as an Enabler of Service Provider

Operational Transformation

Ratko Vukovic, CEM Consultant

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

CEMCEM

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


Network Vs Customer Centric (CEM) Approach

CEM, Customer Centric ApproachTraditional, Network/System Centric Approach

view

?

measu

rem

ents

• 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


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


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 Services2005

2012-2020

My WIFI

My Mobile(LTE)

Other Mobile/WIFI

NOC

SOC


Mesurement Strategy: Use of Service

BSC/RNC

GnGb/IuPS

Success, Time, IMEIErrors, IMSI, Cell Success, Time, APN

Errors, IMSI, IMEI. CellPDP activation / res

Attach request / accept

Detach request / accept

PDP deactivate / res

Gb/IuPSProbe

Service, Success, Time, Errors, Time

HTTP connect / rep /ack

HTTP (post/get)/rep/ack

HTTP disconnect /rep/ack

GnProbe

HTTP, Streaming, etcSGSN GGSNMS

Transport KPIs (Jitter. Ploss, Latency, Usage, etc) Application protocols/services (DPI)

DPI

Basic E-mail P2P VoIP Streaming IM

WAPSMTP (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

CEAgent

correlation

Subjective(NPS Style)

Cell_Id


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.


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


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


Change RequestTT/Work request

Alarm Priority setting

Service OperationCenter (SOC)

Sales AccountManagement

Network Planning& Engineering

3rd Party ServiceProviders

NOC

Customers

Telecom & IT Networks

Marketing

Customer Care

ResponsibleDriveSupport

KQI/KPIAlarms

Provisioning & SLA Support

Customer reportedProblems & Request

Problem resolutionKnowledge base

BI Support

Reports/ Capacity Expansion Request

New Site Integration

problems escalations

Define External Process Interactions

Determine By Cases

Process Organization Criteria Platform


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 Managemen

t

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 eTOMProcess Organization Criteria Platform


SOC

NOC

Service Quality Degradation Demarcation

Close SQDT

SQDT

3rd Party SP Mgmt.

SLA/OLA

3

Monitor VIP service Quality

MTTCMTTR

MTTV

ServiceReporting

Service Demarcating

ServiceMonitoring

Performance Mgmt.

Customer Care

3

Service DeskHelp Desk Service

Desk

MTTD MTTT

PerformanceTroubleshooting

Change Mgmt.

Workforce Mgmt.

Fault Mgmt.

Report VIP Service Quality

Customer Care

SOC External interfaceSOC 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



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 & ReportingProcess Organization Criteria Platform


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 SupportProcess Organization Criteria Platform


SG

SN

RN

C

Iu-PSProbe

Node B CHRRNC CHR/MR

PS CHR

Problem Troubleshooting in Wireless Domain

RANCore

SPDevice 30%

5%12%5%40%

8%

Poor Signal Coverage Pilot PollutionUL/DL Interference Frequent HandoverRF Resource Overload Others

Deep Demarcation Analysis

RANissue

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



FlexibleFormats

High EfficiencyMulti-Level Multi-

ObjectsTailored made

KQI Customization

By SMS/Email Sending

By CXO/GM/Manager/Engi

neer levelsBy PPT/Word/Excel By Traffic / Service

QualityBy 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 ReportingProcess Organization Criteria Platform


Operation

NOCFLM

P&E Front Office

Back Office

Performance Managemen

t

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


SmartCare CEM KQIs/KSIs

Page 18

Voice WEB Browsing SMS MMS WAP

Net

wor

k an

d N

on-n

etw

ork

base

d

• 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


• Keep customer informed

• Channel operational efficiency for advice of charge


• Keep customer informed

• Operational efficiency for bill view

• Network provisioning

• Bill service maintainability

• Bill operational efficiency for Add on


• Operation efficiency of top up

Process Organization Metric Platform


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


Success practice: Operator in Asia

22 millionEnd-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.


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


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.

HUAWEI TECHNOLOGIES CO., LTD. Slide title :40-47pt Slide subtitle :26-30pt Color::white Corporate...

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