TMO Operation Guidance Proposal V1.0
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Transcript of TMO Operation Guidance Proposal V1.0
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7/30/2019 TMO Operation Guidance Proposal V1.0
1/13
www.huawei.com
HUAWEI TECHNOLOGIES CO., LTD.
Security Level:
Operation Proposal of AMS
TMOTechnical ManagementOffice
AMS Delivery & Operations Dept
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7/30/2019 TMO Operation Guidance Proposal V1.0
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Background and Purpose
TMO Organization Operations Proposal
TMO Key Value
TMO Organization Structure
TMO Operation Guidance
TMO Performance Appraisal Relationship
TMO Prescriptive Actions and Implement Guidance
Contents
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7/30/2019 TMO Operation Guidance Proposal V1.0
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HUAWEI TECHNOLOGIES CO., LTD.Huawei proprietary
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Background and Purpose
Background
When Handling the emergency accidents, Currently HQ GTAC and R&D experts
make trouble-shooting jointly, but the first-line experts spread around in different
departments or projects, especially when handle the critical accidents of multi-
products, the representative office does not have an organization to assemble
experts to recover it.
So in the meeting of debriefing CS BU mission, GTS require AMS dept to lead
the representative office which has enough resource to set up an organization to
accelerate service recovery, guarantee network safety.
Purpose
Focus on network security and emergency accident recovery.Share cases and maintenance experience among key networks to avoid
accidents recurring.
Review important network adjustment scheme, Eliminate network risk.
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TMO Organization Operations ProposalHeadquarter TMO: Define TMO key value and responsibilities, support Regionaloffice TMO and Representative Office TMO operations, Releasing TMO operations guide
documents, Spread good TMO operational experience.
Regional Office TMO: Assemble product maintenance experts, In charge of critical
incident analysis and management, cases and maintenance experience sharing,
personal skills enhancement, instruct experts competency promoting, support
Representative Office TMO running.
Representative Office TMO: In charge of emergency accident recovery and analysis,
experience sharing and personal technical skills promoting, its main tasks can be
adjusted according to the maintenance business.
In Managed Service network or the network whose CTO team members are strictly fixed, TMO
should focus on accident analysis and experience sharing;
In the big-scale business representative office which includes 3 or more key networks of more
company-level or regional-level, TMO should focus on all tasks as mentioned upper.
In the small-scale business representative office, its suggested that Regional Office TMO
manage the relative work.
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TMO Key Value Representative Office TMO Emergency recovery: TMO organization assemble every product maintenance expert, when the
emergency accident occur, experts will participate in the recovery to reduce the commercial serviceoutage duration, and to avoid misoperation.
Experience sharing: To establish the platform to share expert resource and network information
between key networks, through the cases and maintenance experience sharing, to avoid the
accidents recurring or change orders repeated auditing in different networks, improve the
maintenance efficiency.
Personnel technical skills promoting: To make the human resource competency map in
representative office, based on maintenance business, work out a schedule of personal technical
skills promoting. Through remote/on-site training, headquarter training etc to improve technicalcompetency and qualification, support the maintenance TD development.
Regional Office TMO Network Security: To analyze and manage accidents, manage major issues, change orders
auditing, support network safety of key guarantee affair.
Experience sharing: To collect experience of emergency accidents and change order auditing in
representative offices, share them for all representative offices covered by regional office. Personnel technical skills promoting: To organize remote/on-site training, or arrange experts
support project on site to improve the technical skills of representative office.
Support TMO operation of key representative offices.
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TMO Leader
Wireless
experts
Core
Networkexperts
Network
experts
RF
experts
A&S
experts
Supporting
experts
TMO Organization Structure(Suggest)
TMO is a virtual technical management organization, mainly composed of every product
experts, but its operations should be routinely fixed.
Representative Office TMO
TMO is suggested to set up under
professional service dept.
TMO members requirement:TMO Leader
1. Chosen from network CTO/TD, or
representative office AMS manager.
2. Competency & Qualification require 3-Level
or aboveTMO members:
1. Come from product maintenance experts,
network CTO/TD or engineering TD;
2. Competency & Qualification require 2-Levelor above.
3. Supporting experts are not must
included.
Regional Office TMO
TMO is suggested to set up under network
solution maintenance dept
TMO members requirement:
TMO Leader:
Chosen from Regional Office AMS
network solution maintenance manager
or maintenance experts.
TMO members:1. Come from product maintenance
experts.2. Competency & Qualification require 3-
Level or above.
ProductExperts
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TMO OperationRepresentative Office TMO
Regional Office TMO
HQ TMO
1. Provide operation support to representative office and regional office, public related support
materials, and spread good TMO operation experience
2. Network maintenance TD competence training and operation support
3. Multi-product major problem promoting, and multi-product important technical solution review
Accident Recovery
Once the critical accident happen, TMO organizerelated experts to make fast recovery and
troubleshooting
Accident Analysis Organize accident trace back, analyze the root
cause of accident, and summarize the experience
Major problem managementImportant change solution reviewCase and experience sharing
Share the experience from the case of critical
accident, major problem, and network adjust solution.
Staff competence improvement
Make the office staff competence map and the
technical improvement plan
Organize training
Network Safety Regional accident analysis and management
Regional major problem management
Regional important change solution review
Provide expert to support key event assurance
in representative office
Support the TMO building of key representative
office
Case and experience share Organize the case experience share in regional
Staff competence improvementTrain representative office maintenance TD
Deliver the training of related knowledge to
representative office
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Representative Office TMO organization appraisal
relationshipsuggest
TMO leader
XX product expert XX product expert XX product expert
Professional servicce minister
/or AMS manager
Headquarter TMO
Regional Office TMO
leader
Headquarter Solusion
Maint Dept
Appraisal relation assist relationAppraisal advice relation
TMO organization inner assessment relationshipTMO leader has the privilege to partly decide the TMO members performance assessment.
Otherwise, suggest AMS manager serve as TMO leader part-time.
TMO organization outer appraisal relationship Representative Office TMO leader report to representative office professional service minister or AMS
manager and appraised by them
Regional Office TMO leader has the privilege to partly decide the performance assessment of
representative office TMO leader
Headquarter TMO provide support for operation of Representative Office/Regional Office TMO
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The Prescriptive Action and Implementation Guidance
of Representative Office TMO
type actions descriptionrecommended
frequencywork description and guide
Key Issues
Management
Precaution & complaint
issues handling in ITR
issues escalation
triggered by event
organize the TMO team to build issue
handling group with R&D so as to solve
the issue as soonest.
Multi-Product issues
handling
triggered by eventorganize the TMO members to analyze
and handle multi-products issues
emergentaccident
recovery
emergent accidenthandling
triggered by eventestablish the team to recover the accidentafter accident occurred
accident
analysis
analyze the accident and
summarize the experience
and lessons
triggered by event
analyze the cause of accident, especially
focus on accident handling procedure,
routine actions obedience, staff skill,
product performance. summarize the
experience and lessons to share in
representative office and output cases toregional office and HQ.
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The Prescriptive Action and Implementation Guidance
of Representative Office TMO
type actions descriptionrecommended
frequencywork description and guide
scheme
review
review the change ofscheme
triggered byevent
review the technical scheme of important
network adjustment(which affect the core netelement, for example MSC/BSC/transmission
backbone node) and software upgrade
make the emergency plan
for key network and
practice it
6 months review the emergency plan
share theexperience
from cases
share the experience from
major accident, issues andnetwork adjust scheme
2 weeks
hold the 2-week meeting to share the cases
among the team of key networks in order to avoidaccident reoccurring and repeating scheme
audit
staff skill
promotion
make the human resource
competency map of
maintenance staffs and
skill promotion plan
Every quarter
collect the information of technical skill and
competency &qualification of all maintenance
staff, and make the skill promotion plan according
to the service development situation
organize the training of
products and coach theskill of trans-product
every month
organize the products training to improve the
analysis ability of multi-product based on theservice delivery situation
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The Prescriptive Action and Implementation Guidance of
Regional Office TMO
typeactions
description
recommended
frequencywork description and guide
network security
Critical accidentanalysis and
management
every month
analyze the cause of accident, especially focus on
accident handling procedure, compulsory actionsobedience, staff skill, product performance.
summarize the experience and lessons to share in
regional office
major issue
management2 weeks
trace the progress of ITR issues escalation or major
complaint issues handling, support the
representative office with experts and issues
handlingaudit the change of
schemetriggered by event
accept the request of major network change
scheme review in representative office
key event
assurancetriggered by event
arrange the experts to support assurance service
according to key event assurance request of
representative office
representative
office TMOoperation
support the
operation of
representative
office TMO
every month
know the difficulties of representative office TMO
operation and provide support through routinecommunication
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The Prescriptive Action and Implementation Guidance of
Regional Office TMO
type actions descriptionrecommended
frequency
work description and guide
share the
cases
experience
share the experience of
critical accident, issues,
solution review
2 weekscollect the cases of major accident and issues and
scheme review and share in regional office
staff skill
promotion
culture of maintenance
TD/CTO in
representative office
every quarter
collect the information of technical skill and
competency &qualification of all maintenance TD,
and make the skill promotion plan according to the
service development situation
organize the training of
products and Train the
skill of multi-product
every month
organize the products training to improve the
analysis ability of multi-product based on the
maintenance service delivery situation
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