Huawei MV Oss-Global Case Stories1 PDF
Huawei MV Oss-Global Case Stories1 PDF
Huawei MV Oss-Global Case Stories1 PDF
HUAWEI OSS
Evolving from Support to Enabling
Key Facts
5 Delivery Centers
China, India, Romania, Australia and Singapore
Spain Colombia Uruguay Venezuela
Argentina Ecuador
Customer Experience
Huawei was chose to drive an OSS transformation program that involved replacing the legacy OSS environment of the operator
with an E2E automatic service assurance solution.
OSS Transformation
Background low operating expenditure (opex). The operator could
then focus on new service innovations to compete Before After
>> A Southeast Asian operator has a multi-vendor 2G/3G more effectively in the market.
network with over 58 000 network elements, with
Customer and Service Management Customer and Service Management
equipment from 5 vendors. The local environment has
CRM & TT
a diverse geography and frequent severse weather, (SAP) In-house APP
massive alarms and trouble tickets caused by power
Network element type Count In-house APP SAP
(SMS, E-MAIL,
Trouble Ticketing Workforce Mgmt.
(SMS, E-MAIL, WEB, ) (SAP Tool for ERP) (Huawei SDM) (Huawei WFM)
Report WEB, )
outage in lightning storm, which posed a further (SAP)
challenge for the operators network operations. Mobile switching centre (MSS) 99
>> The operator operated the network from a central NOC, Network Management Network Management
where all network monitoring and troubleshooting Performance Mgmt. Fault Mgmt.
Base station controller (BSC) / Radio (Customized Tools) (Netcool)
was performed, with regional offices that were used 297 Performance Mgmt. Fault Mgmt. Inventory Mgmt.
network controller (RNC)
for co-ordinating the fieldwork force for corrective (Huawei PM) (Enrich Rules) (Huawei IMS)
Inventory Mgmt.
and preventive maintenance. Its operating support (Part in SAP)
system (OSS) lacked automation and was inefficient at Media gateway (MGW) 171
managing incidents, making it difficult to achieve KPI/
SLA targets and expensive to operate. Ericsson OSSRC, Nokia NetAct,
Base transceiver station (BTS) 29 000+ EMS Huawei EMS 3rd Party EMS EMS Huawei EMS
Alcatel-Lucent EMS
App Server
>> The operator needed to address these issues in order to
improve its service quality at reduced operating costs.
This would enable it to improve customer experience, Transmission (BB/Hubs/MW) 29 000+ Enhanced system New system
reduce churn and increase revenue, while maintaining
01 02
Performance Improvements
03 04
Highly Efficient FMEs Driving Superior Service Through Automation
Using Workforce Management Solution Supporting explosive growth in data services, an East Asian
operator has automated Operations and Maintenance
Intelligent PDA The engineer receives all necessary
information concerning the trouble ticket to his PDA.
(O&M) activities to provide superior service to its end users. With the necessary information to hand he is enabled to
take the required action in both corrective and preventive
An Eastern Europe -Northern Asian operator has to cover Remarkable achievement
17,075,400 square kilometers with hundreds of field The Right Partner maintenance situations. This enables faster fault resolution
engineers to assure 16,000 sites across the country. They The operator can evaluate FME performance based on which supports the achievement of agreed SLAs/KPIs.
requested a real time visual representation and analysis of their output efficiencies and provide incentives to high Huawei with its global experience of delivering leading
their field engineers & operations performing FMEs with bonus, competition between edge automated O&M systems was seen as the perfect Measurable Reporting Analysis of reports by customers
regions, evaluation of regional managers performance, partner. The solution was to automate field maintenance team allows for better operation and continuous
with the introduction of an end- to- end Work Force improvement
A transformation for field maintenance etc.. Following are the results achieved from implementing
the Workforce Management solution: Management system. The solution is called T.I.M.E. and
The visualization of field operations is provided by supports the operators drive for efficiencies in scheduling, Effective Forecasting Forecasting for growth in terms
Huaweis Workforce Management solution. Huawei >> No. of WOs/FME/day: increased from 1.0 to 2.1; resource allocation, reporting and forecasting of field of engineers, tools, parts etc. drives cost optimization
categorized work activities as corrective maintenance >> Average available time(%): increased from 31% to engineers. The fully automated system helps the operator
(CM), preventive maintenance (PM), and change request 63.8%; achieve fast resolution of faults through: Highlights
(CR),and established a baseline for each activity and region >> Average operation time: reduced from 112 to 85
to benchmark improvements from implementation of the minutes; Timely Scheduling Based on Huaweis patented >> 20.8% decrease in network faults
solution >> No. of FMEs: optimized from 327 (in Jan.) to 280 (in June) algorithms, the system will dynamically and intelligently >> 23% decrease in the number of distant
allocate each trouble ticket to the most cost efficient >> work orders dispatched
resource based on variables such as travel time, location, >> Steady improvement in the network maintenance
priority, skills, and experience. quality
05 06
Customer Voice
Im impressed by the powerful OSS system, I believe
it will help the NOC operation into a new stage.
- GNOC Director
platforms to provide the following benefits: >> Per site upgrade from 120 to 178 One Benefit
Method
>> Resource Utilization improved from 40% to 74%
>> Standardized FSM IT processes and integration with One One >> With the Fast Track Delivery methodology, the process
Deliverable Platform
work order process systems to improve work efficiency optimization efficiency increased 50%
>> Standardized electronic preventive maintenance tasks >> After the process transformation, the overall operational
>> Ability for the FME to perform preventive maintenance Business, Technical, efficiency increased by 19%
Office workflow
tasks via mobile app checklist thereby creating greater Operation doc
Customer Voice
efficiencies to improve network quality We see Huawei as a strong company with a strong BPM process model BPM for Business/IT
localization in our country. This is essential for this kind
of business. We think that for the future, it would be
strong linkage between Huawei and us as a basis for more
businesses.
- CTIO
07 08
Improves First Call Resolution & Customer
Operational Excellence
Experience in Mature Market
Award-winning Test & Diagnosis Service Huawei OSS Solutions enables Excellence in Service
Highlights extremely high loads at the contact centre and NOC and Zero touch NOC Assurance for Fault Management, Service Desk Management,
increased the field visits, resulting in high OPEX and impaired and Workforce Management. Deployment support was
Pre-implementation Post-implementation customer satisfaction. In order to become the preferred service provider in Middle provided for centralized and automatic alarm monitoring,
East, the operator had an immediate need to improve its process standardization, and automatic dispatching for field
Customer Care FCR improved from
First call resolution 50% to 80%
Solution competitive position by enhancing its operations while maintenance.
increasing subscriber acquisitions and performing seamless
09 10
Fast Order to Service Inventory Management Solution
Support Multi-vendor, Multi-technology, Multi-layer network
Web Services
Siebel
Adapter
Enable easy presales enquiry Enable report generation in easy way
>> Enquiry capacity increased by 23 times(5,760 enquiry >> Generate Capacity, Finance, and Asset Report with 1
per month) click from NIT Small Word
Active Service Active Audit
>> Enquiry lead time reduced by 7 times Activation Network Audit
Service Design & Planning NFM
Network Planning Increase order handling efficiency
Enable accurate planning >> Order handing efficiency increased by 15 times per month Transmission IP NGNBN ATM ADSL Voice Carrier Ethernet
>> Better capacity utilization and planning with accurate Reduce design fallout
information >> Design fallout reduced by 75%
11 12
Latin America Southwest Asia
Issue to Resolve Issue to Resolve
>> Workforce Efficiency increased by 14.3% in 2013 and 29.6% in 2014 >> Appointment success rate increased from 60% to 85%
>> The number of FME and vehicles reduced by 10% >> Efficiency increased by 25%
>> The number of WOs/FME/Day improved by 30%
>> Resource Utilization improved by 72.6%
13 14
Efficiency Improvements Through Process
Kicking up with Service Assurance
Automation
Highlights Service Consistency Background Benefit
>> OPEX decreased by 12% DevOps Service Model with fast response to customer A South Asian state-owned telecommunications company, >> The process automation increased the operational
>> NOC efficiency improved by 26% problems and requirements was implemented with the largest provider of fixed telephony and broadband services efficiency and quality
>> SLA compliance rate increased by 5% following capabilities: needed to automate their processes to improve efficiency >> After the process transformation, overall operational
>> MTTR decreased by 23% and engaged Huawei to support them in this process efficiency increased by 38%
>> IaaS cloud platform & on demand resources
Ensuring Service >> Out-of-the-Box OSS platform in cloud Solution
>> Rapid introduction of new services for alarm correlation,
A Global Operator with its Middle East Opco provides IP operation processes, and SLA/KPI dashboard With integrated solution of Huawei Fault Management
Core Services covering global enterprise customers across >> Centralized assets library with global best practices System, Service Desk Management System, and Workforce
32 countries. They are facing challenges with complex Management System, most of manual processes were
assurance and fulfillment processes and low automation. Impactful Performance automated
Also, their enterprise customer requirements are stringent
on network stability, service quality, and SLA compliance >> DevOps supports CAPEX to OPEX transfer
>> Improvement in customer satisfaction
>> Efficiency improvements of 26%
15 16
Customer Voice
Through this partnership, Huawei strategically
enabled our business excellence in Middle
East's telecom market..
- CTO
The solution was to focus on standardization, automation, Quality and efficiency delivered through Huawei OSS
the use of common tools and the streamlining of processes solutions include Fault Management, Service Desk
across its large field maintenance organization. Huaweis Management, Workforce Management and Performance
experts first assessed the operators current dispatch Management. These solutions enabled the operator to
processes and business rules. Next they integrated rapidly generate dashboards, perform real-time monitoring
Huaweis Workforce Management system with the and top down analysis of various network issues and
operators existing trouble ticketing solution to dynamically problems
optimize the allocation of field resources to trouble tickets.
17 18
Customer Voice
Our experience so far is that Huawei is effective in up-keeping our
network quality and reliability. They actually help us to enhance
our overall network efficiency in an established governance
model and achieve much better cost control and thereby further
consolidating our leadership position in the industry.
- CEO
19 20
End to End ITR(Issue To Resolve) Solution Seamless Integration
>> Alarm compression ratio: 60% E2E assurance solution from Huawei covered monitoring, >> Alarm compression ratio: 60% E2E assurance solution from Huawei covered monitoring,
>> Auto create TT ratio: 65% ticket handling, and field task execution with seamless >> Auto create TT ratio: 65% ticket handling, and field task execution with seamless
>> Auto dispatch and escalation: 100% integration between Huawei Fault Management System, >> Auto dispatch and escalation through Performance integration between Huawei Fault Management System,
>> Efficiency increased by 18% Service Desk Management System, and Workforce alarm monitoring 100% Service Desk Management System, and Workforce
Management System >> FO Fault management efficiency increased by 28% Management System
Background
Benefit Background Benefit
A South Asian provider of managed communications services to
multi-national enterprises and service providers globally, needed >> With E2E integrated solution, 43% of manual tasks A South Asian telecommunications company with over >> With the Fast Track Delivery methodology, the process
an E2E ITR solution to improve the operational efficiency were handled by the system 1.7 million active subscribers needed an E2E ITR(Issue To optimization efficiency increased 50%
Resolve) solution to improve the operational efficiency >> After process transformation, the operation efficiency
increased by 17%
21 22
Central Europe Asia-Europe
Issue to Resolve Issue to Resolve
>> Efficiency increased by 23.6% in 2013 and in 2014 by 19.1% >> WOs per day per person increased from 2.2 to 2.6
>> The number of FMEs reduced by 25.5% >> O&M efficiency increased by 15.2%
>> Sites per FMEs for maintenance increased from 70 to 105 >> FME reduced to 2 teams
>> Resource Utilization improved from 60.5% to 84.3
23 24
O&M Efficiency Seeing is Believing
>> Number of sites served per field engineer improved by Unified field management platform that supports resources >> MTTR improve by 7% Integrated fault management and workforce management
20% across multi field service and multi projects was implemented. >> FO Efficiency improved by 18% to operations visibility, SLA dashboard, and SLA compliance.
>> Travel time reduced by 15% The system is also integrated with trouble ticketing systems Also, automated trouble tickets
>> SLA compliance rate improved by 10% for automatic ticket dispatching to field engineers. Visibility in Operations
Performance
Background Benefit An operator in North Europe has deployed TT/WO/CR/
HD/PT/PM systems but is facing challenges due to lack of >> Ensured SLA fulfilment and compliance
An operator from West Africa has 11 million wireless users >> With the integrated unified field management solution, operations visibility from their existing systems >> Improved network quality
and more than 60 percent market share. The target for the the travel time and number of site visits decrease >> Provided operations visibility
operator is to remain competitive & reduce O&M costs >> Manager has full access to field engineers real time status
and workload for improved SLA compliance and cost savings
25 26
WFM Solution Efficiency in FMC Networks
>> Yearly cost savings $800K USD Huawei implemented its unified field management system >> Baseline operational costs improved by 29% WFM system was integrated with alarms system to improve
>> Operational efficiency improved 20% for centralized resource scheduling and integrated with >> Overall cost reduced by 11% the efficiency of Field Maintenance teams. Use WFM
>> MTTR reduced 15% different network ticketing systems for automatically to manage multi-project and multi-service scenarios for
dispatching ticket to the field engineer Background resource operations in an FMC network
Background
Benefit An operator in West Africa with integrated fixed-mobile Benefit
An European Operator that has five Opcos in Latin America, operations, currently serves 2.8 million mobile subscribers
needed to share their network and operations team, for >> With the WFM solution and the ability to do data analysis and 280,000 fixed users. The operators goal is to become >> Managers can evaluate FME performance based on the
site maintenance, to improve operational efficiencies and and assessment the outsourcing costs reduced significantly the best provider of broadband voice services in the standardized processes and visual reports
reduce cost >> Integrating the Trouble Ticketing system helped in country within the first year and than focus on network >> Ability to establish a baseline database with quarterly
expediting fault resolution and reducing MTTR evolution and operational efficiency output on baseline costs
27 28
Customization is Key TTM & Efficiency Improvement
>> Process delivery cycle short by 70% Huawei provided process design and configuration of the >> Operational efficiency improved 26% Workforce Management platform has the capability to
>> SLA compliance rate increased by 5% platforms and implemented BPM standards. Also provided >> Efficiency increased 20% manage all telecom field operations activity and enable the
SLA dashboard for easy verification of SLA compliance and >> Cost reduction of 15% scheduling of resources by type of service, process, SLA,
Customization for Performance automatic trouble ticket generation >> No major customer complaints and leverage the same field team
An operator in East Europe has deployed TT /WO /CR/ HD/ Impact Background Benefit
PM platforms but is facing challenges in long cycle time for
customizing processes and lack of an effective solution to >> Ability to configure process on SDM on the fly and enable A West African operator that provides 2G and 3G services >> While the network grew by 3000 sites in one year the
enhance their current SLA compliance rate. They are facing rapid process customization with some WiMax and LTE coverage has about 45% of field engineers to support the network remained the same
pressures on increasing efficiency and reducing cost >> SLA Compliance verification the market share. The operator wants to reduce OPEX and >> Ability to upgrade sites from WiMax to LTE for added
>> Improved network quality improve TTM coverage and capacity
29 30
Customer Voice
Its future trend to make network operation intelligent
and liberate personnel to more productive work.
- NOC manager
31 32
Southern South America
Service Desk Management
East Asia
Issue to Resolve
>> Optical cable line maintenance quality increased by 20%
>> Resource management cost per month reduced by 15%
33 34
Customer Voice
Customers dissatisfied with high level of CPE
issues, many faults repeated and hard to find
the root cause.
- NOC manager
Fast resolution of CPE Faults Huaweis solution was based on SDM/WFM platforms to >> MTTR decreased by 13%
centralize ticket management and standardize processes >> WO auto create rate improved by 63%
With the introduction of Huaweis Test & Diagnosis with e2e visibility on operations thereby improving FO/FME >> TT dispatching SLA improved by 5%
solution, the operator was able to remotely support home efficiency >> Work efficiency improved by 19%
network services more effectively. Network engineers
where able to quickly identify root cause, reduce down-
time and optimize the utilisation of field staff.
35 36
Customer Voice
Its pretty valuable to find out where fault happens firstly
and transmit to exact departments for solution.
- NOC manager
Highlights Solution An operator in East Asia lacked the tool to diagnose, Speedy TT Resolutions
isolate, and demarcate the problem as result CC delivered
>> Site maintenance cost reduced 30% Huawei provided the WFM solution in which field teams almost all customer complains to NOC. TTs were transferred >> Improved efficiency in TT handling and fault recovery
>> Travel time reduced 10% could be shared across operators in a RAN sharing scenario. among several Bus, resulting in very inefficient TT handling, >> Support O&M process optimization and improve
>> MTTR reduced 13% WFM also provided security management to keep network high OPEX, and poor customer satisfaction. customer satisfaction
information secure and accessed by authorized users only >> Enable the operator to expand broadband market share
Background One Click Fault Location under fierce competition
Benefit FCR increased by 50%
The mainstream CDMA network operator in West Africa Test & Diagnostic solution provided one-click quick fault TT handling time in NOC reduced by 7 minutes
has to meet the challenge of cost savings and field >> Field engineer can do active and passive device maintenance location to help reduce incorrect TT delivery, integrated T&D Unnecessary field visits reduced by 45%
engineer utilization efficiency improvement in the same region with service probes to help NOC monitor service quality
>> Field engineer travel time reduced and recovery time of
site faults improved
37 38
Improved Efficiency for Impactful Experience Excellence in Network Quality
Complex multi-vendor network with stand-alone fault Highlights An operator in Southern-East Asia with Multi-Vendor Highlights
management systems and lack of standard processes in network has a need to Increase the efficiency and reduce
Southern-East Asia the cost of performance management
Team Efficiency Network Quality
E2E Visibility Efficiency Improvements
Optimize and streamline Improve Network Performance
>> Enhance end-to end processes across multi-vendor systems & processes >> Implement E2E fault, performance, change and
environment. Team Efficiency improved > 30% complaint management system. Network Call Setup Success Ratio > 95%
>> Integrate multi-vendor equipment alarms to provide >> Clearly defined SLAs between Huawei & subcontractors.
unified surveillance, alarm compression and auto- Auto-dispatching of trouble tickets High level Performance
dispatching of trouble tickets. Shorter fault resolved duration Impacts Real-time Dashboard
Faster customer response Performance Thresholds
Excellent Experience >> Helped operator increase team performance by 30%,
and reduce manpower by 10%
>> Improved network quality Improved Customer Satisfaction Real-Time Network Performance
>> 30% of NOC engineers' time was saved, allowing them
to focus on network analysis & optimization.
39 40
Excellence for Converged Networks Proactive Performance Measures
An operator in South Asia has gone through 2G&3G Highlights Multi vendor network operator in Northern-West Africa Highlights
network convergence but has caused the efficiency to is faced with re-active decision making due to manually
degrade and network quality suffered generated performance reports
Network Availability Multi Vendor Support
Monitoring Faults Automatic Reports
Speed up response and shorten Automation of performance
>> Integrated monitoring via Fault Management system Service outage >> User-defined performance report template developed. management system
>> Alarm compression in Fault Management system Wireless Network Availability >> Trend, comparison and drill down analysis helped locate Increase team 100% Efficiency
99.99% system failure in real time Reduce 50% manpower
Efficiency Improvements
Analysis (Alarm Compression ) Impact Auto Report Generation
>> Reduced Capex Dispatch (By rules) Unified Model & KPI
>> Increased efficiency and centralization of O&M Notice (SMS Email) >> Helped operator increase team performance by 100%,
resources. and reduce manpower by 50%
Enhanced Network Decision Making
Improved Network Quality
41 42
East Asia Middle East
Issue to Resolve Issue to Resolve
>> WOs per day per person increased from 1.8 to 2.2
>> O&M efficiency increased by 22%
43 44
Customer Voice Customer Voice
An E2E, multiple-access-technology- With Huaweis Test &Diagnosis solution we
supported Test & Diagnosis solution is what were able to quickly and effectively identify
we badly need. and fix problems. Our engineers are now more
- NOC manager empowered and take great pride in remotely
resolving customer service issues.
- NOC manager
An operator in East Asia built fixed broadband network and Impactful Improvements An East Asian operator is committed to increasing customer Impactful Performance
provides FTTX High Speed Internet service, PTN Internet satisfaction, improving operation and maintenance
line and SDH data line. Multi-Services, Multi-Technology, >> Improve operator efficiency in locating residential and efficiency and enhancing brand competitiveness. However, >> Improved customer satisfaction through fast resolution
Multi-Vendor equipment makes fault locating challenging enterprise services lack of tools to effectively diagnose and understand of CPE faults.
resulting in high OPEX and poor customer satisfaction. >> Enable operator to expand broadband market share Customer Premises Equipment (CPE) problems was >> Efficient utilization of NOC and field maintenance staff.
under fierce competition. impacting its ability to meet its objectives. >> Enhanced competiveness through superior service.
Proactive Test & Diagnosis FCR improved by 70%
Highlights Enhanced Service Quality Field visits reduced by 60%
Huawei's E2E, multi-service, multi-network-technology Test
& Diagnosis (T&D) system that can deliver: >> FCR increased by 50% With Huaweis Test & Diagnosis system the operator was
>> 75% of TTs diagnosed for RCA by T&D in one click able to remotely diagnose customer CPE problems, restore
>> One-key automatic testing and periodically proactive >> Unnecessary field visits reduced by 35% service online or quickly dispatch an engineer to site armed
testing for NOC engineer with the necessary information to resolve the problem.
>> Mobile APP test solution for field engineer
45 46
Simplified Operations ITIL Based Application Management
Huaweis OSS solution with built-in eTOM compliant >> The standardized incident management increased SLA Huaweis OSS solution supports the OCS operation and >> The incident, change, and problem management along
processes as applied to NOC operations, helped the compliance and reduced outages maintenance which is managed as part of the ITIL process. with fulfillment processes made the OCS operation
operator achieve seamless transformation >> T h e r i s k a n a l y s i s a n d p o s t r e v i e w o f c h a n g e Incidentally, the OCS application is also provided by Huawei seamless
management process decreased the risk of network >> The downtime of application and infrastructure of OCS
Background changes and made monitoring and tracking of network Background decreased significantly
changes easy
A joint venture of East Asia telecommunications operator A leading CSP in South Asia that provides mobile,
was facing increased competition and in house built tools broadband, and Digital TV services is rapidly increasing
were unable to meet the business requirements. Hence, the their subscriber base and the stability of their billing system
operator looked for provider with advanced OSS systems is of a key concern to them
to simplify their operations
47 48
Exceeding Customer Expectations Simple Systems, Seamless Service
>> SLA compliance rate increased by 5% Huaweis OSS solution with built-in eTOM compliant >> SLA compliance rate increased by 8% Huaweis OSS solution with built-in eTOM compliant
>> MTTR decreased by 16% processes helped the operator with seamless operations >> Process delivery cycle reduced by 61% processes helped the operator with seamless integration
>> Process delivery cycle reduced by 52% transformation. Provided process design and configuration between Fault Management System, Service Desk
of the platform with standard BPM processes along with Simplicity in Operations Management System, and Workforce Management System.
Need for Operational Excellence SLA dashboard Provided process design and configuration of the platform
An Afican operator with operations in Africa wanted to with standard BPM processes along with SLA dashboard
As the leading integrated telecommunications operator Impactful Experience outsource their network O&M to Managed Service Provider
in Southern-East Asia with over 2M customers had the to achieve higher operational efficiency and network Impactful Service
objective of achieving higher operational efficiency & >> Fast Track Delivery methodology increased process quality with high quality OSS solution
network quality with an OSS solution optimization efficiency dramatically >> Time to Market decreased from months to weeks
>> SLA compliance rate was over 99% >> Fast-track delivery methodology increased process
>> Network quality was enhanced optimization efficiency dramatically
>> Network quality was enhanced
49 50
Performance You Can Count On Kicking up a Notch with O&M
A Global Operator based in Middle East with total >> Improved quality of network A network operator in South Asia with Multi-Vendor >> With the Fast Track Delivery methodology, the process
subscribers of over 44M is facing challenges to improve >> Efficiency improvement in NOC to enable NOC network O&M has faced challenges with poor network optimization efficiency increased dramatically
their KPIs, TT SLAs, overall operational efficiency engineers to focus on network analysis & optimization quality, low efficiency, and lack of skilled staff >> SLA compliance rate over 99%
>> Network quality would be enhanced
Value Creation Automation for Efficiency
Huaweis solution included alarm correlation, fault Huawei integrated alarms from Multi-vendor equipment
management automation, and service transformation with alarm compression, provided unified surveillance,
to reduce frequency of alarms, improving of TT SLA auto-dispatching of TT, process configuration, SLA
compliance, improvement in operational efficiency and dashboard, and TT automation
network quality while reducing operations cost in NOC
51 52
East Asia
Issue to Resolve Customer Voice
Huawei T&D system is excellent in improving
>> Resource requirements reduced to 40 staff per month
O&M efficiency and complaint interception
>> Sites per FMEs for maintenance increased by 17.8% while onsite experience.
>> WOs per day increased by 45.5% - NOC manager
>> O&M efficiency increased by 17%
Northwestern Europe
Service Desk Management
53 54
Customer Voice
The great achievement you have made so far
and we really appreciate the work you are
doing on a daily basis.
- Director of network operation
A fixed network operator in East Asia was struggling to Improved Experience A North European network operator, owned by a joint >> Service Desk (Tech Support)
identify and resolve Customer Premises Equipment (CPE) network sharing partners, has the goal of providing the best >> Network Surveillance
problems. The Customer Care and Network Operation >> Improved network resource utilization and effectiveness. service the market can offer and is always looking for ways >> Fault management
centers were inundated with customer complaints, in >> Fast resolution of customer problems. to enhance operational efficiency to create a competitive >> Problem and Incident Mgmt
addition inefficient utilization of engineers was impacting >> Increased customer satisfaction and brand image. advantage in the market place. Key goals for the operator >> Performance Management
staff morale and customer satisfaction. FCR Increased by 58% are to ensure continuous availability of the network, high >> Change & Configuration management
TT Handling time reduced by 5 minutes. network quality, and superior customer experience.
Enhanced Network Visibility Unnecessary field visits reduced by 30% Simplified Operations
E2E Visibility
With Huaweis Test & Diagnosis solution the operator was >> OPEX reduction by centralized solution
able to integrate with other internal support systems to Based on Huaweis centralized OSS solution in Romania, >> Simplify, unify vendor management
provide an enhanced end-to end network visibility for both following support functions of operations were provided: >> SLA fulfillment
Customer Care and NOC teams.
55 56
Remote Delivery Secure Network
An Opco in Africa belonging to a global provider of >> TCO decreased more than 50 >> 10% less field engineers needed Huawei implemented its Assurance solution to manage 5 states
managed communications services needed E2E ITR (Issue >> Time to Market decreased from months to weeks >> 26% increase in operational efficiency and 300+ field engineers. The solution helped the operation
to Resolve) solution for which they engaged Huawei >> 82% Process Standardization rate team with process improvement, skills and competency
>> Zero accident, Zero down-time" with excellent KPIs in enhancements, and efficient utilization of field engineers
Solution World Cup
Benefit
Based on the OSS systems deployed in India Ghub, Huawei Background
provided remote access service to their African Opco >> Regional teams improved standardization process
A Southeastern South American operator with a 30% thereby increasing efficiency in handling customer
market share that provided services for the World Cup in complaints
Southeastern South America seeks to further increase its >> While network continues to expand the number of
network security and create highly efficient operations maintenance teams required to support the network
team dropped and overall network quality stabilized
57 58
Running Seamless Network Excellence in Converged Services
A Northeastern African operator faced the challenges of Impact A Southwestern Asian operator wanted to establish the Benefit
running a complex multi-vendor network with disparate best quality network and provide innovative & advanced
systems that made issue management and resolution very Efficiency improvement by 30% through automatic tools ICT services >> Efficiency improvement
difficult implementation >> Improved SLA/KPIs
Solution >> Quick fault demarcation
Operational Enhancements >> Faster new service launch time
Huaweis solution was based on Fault Management,
Huaweis solution was based on Service Desk Mgmt Service Desk Management, and Performance Management
System and Workforce Mgmt System. Huawei worked to realize E2E SLA/KPI compliance across network & IT and
with the operator to develop a step-by-step approach to provide E2E Service Assurance
implement business enabling systems with minimal impact
on operations
59 60
Customer Voice
This agreement will allow us to sustain the continuous growth of
our business and maintain our leadership in terms of innovation
and quality of service. We restore our confidence in Huawei not
only as our main technology provider, but as a partner in one of
the main pillars of our business.
- CEO
The operator chose Huawei as their long time partner. Huaweis solution was based on E2E Assurance providing
Huawei is committed to transforming the current OSS Fault Management, Service Desk Management, Performance
platform and IT systems in order to efficiently manage NOC Management, and Workforce Management. The solution
and Field Maintenance teams. Huawei solutions include a included:
complete suite of KPIs with a clear focus on measuring and
improving quality in key areas. >> Unified monitoring of fault & performance management
to improve monitoring efficiency
>> Auto root cause correlation analysisto realize fast root
cause identification and resolution in a multi-vendor
network
>> Auto TT creation
61 62
Staying at the Top of The Game Top Notch Service
A Southern-East Asian operator was looking to improve Marked Improvements A Latin American operator is focused on providing Impact
their efficiency, reduce cost, and have more visibility on field excellent service, ensure SLA compliance and keep network
operations had asked Huawei for help to meet their goals >> Performance monitor team decreased from 40 to 8 person availability at 99,955% in each site (19.44 minute with >> Improved field operation efficiency
>> Alarm compression rate in RAN 83% service affecting) >> Achieved SLA compliance & network availability targets
OSS Solution Network availability keep on 99.955%
Network Availability UR increased by 23%
Huawei provided its OSS solution(Performance Management
+ Fault Management + Service Desk Management + Based on Workforce Management system, Huawei
Workforce Management) for proactive performance provided the solution which allowed full visibility into field
management, Fault Management for alarm compression, operations, and reduced field engineers required for site
Service Desk Management to standardize NOC operations, maintenance thereby reducing field maintenance cost and
and finally Workforce Management for visibility into field improving SLA compliance along with network availability
operations. This solution improved FO/FME efficiency
63 64
Staying Ahead of Competition Swift and Successful
A service provider in Southern-East Asia was determined Simplified Processes An Oceanian operator was struggling with customer Impact
to stay competitive by improving O&M efficiency through complaints due to inadequate network design & lack of
transformation and optimize their cost structure >> OPEX reduction technical expertise >> Reduced Alarms & FO monitor/troubleshooting workload.
>> Simplified O&M (fixed & mobile network) >> Accelerate the problem resolution(SLA) from customer
Seamless Operations >> O&M efficiency improvement by unified system Operations Excellecne complain, improved customer satisfaction.
>> Improve the network availability
Huaweis solution was based on Service Desk Mgmt System. Solution involved automatic alarm compression and Alarm compression rate in RAN 89%
Huawei worked with the operator to develop a step-by- centralized alarm monitoring. Defined SLA & standardized Complaint resolving time
step approach to implement business enabling systems with processes for customer complaint handling, centralized decreased by 30%
minimal impact on operations ticket dispatch and monitoring Work efficiency increased by 21%
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Quick Turnaround Trouble Free Network
An operator in Eastern South America faced the challenge Benefit An fixed operator in Northwestern South America wanted Benefit
of reducing problem resolution time for remote areas, to increase efficiency in field maintenance and reduce cost
keeping high network availability, and improving staff >> Improve network availability for remote areas. >> Decreased 9 FME & 15 assistant
utilization rate at remote areas >> Improve customer satisfaction for remote area. Solution >> Vehicle decreased by 5%
>> Improved field operation efficiency.
High Efficiency MTTR decreased by 9% Huawei implemented its Workforce Management solution
Travel Time decreased by 10% for FLM and NOC in their multi-vendor optical networks
Based on Workforce Management system, provided UR increased by 10%
visibility to field operation and increased work loads of idle Work efficiency improved by 11%
engineers. Increased field engineer efficiency and improve
SLA compliance rate along with network availability
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Coping with Competition Moving on Up
A Southern-East Asian operator with multi-Vendor network Benefit A South Asian operator with 2G&3G network convergence, Impact
O&M needs to increase the efficiency and reduce the cost thousands of sites was facing challenges with low
of performance management. >> Helped operator increase team performance by 30%, efficiency and poor network quality >> Network quality assurance: wireless network Availability
and reduce manpower by 10%. at 99.99%
Solution >> Network quality assurance: call Setup Success Ratio at Excellence in Service >> Increased efficiency of 10% and centralized O&M
95%
E2E fault, performance, change and complaint management. Huawei solution was based on Fault Management, Service
Desk Management, and Performance Management to
increase efficiency and provide high network availability
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Speedy Success Performance Under Pressure
A Northern-West African operator with multi- vendor Benefit A North African 3G operator with 30M subscribers and a Excellence in Performance
network wanted increase efficiency and generate the Multi vendor network was facing challenges with power
performance report manually. >> Helped operator increase team performance by 90% outages two to three times a day. This generated massive >> Alarm correlation rate per day improved by 55%
alarms, especially power & OOS alarms caused by frequent >> TT per week reduced by 30%
Speedy Solutions power outages leading to repeated TT resulting in TT delays >> TT dispatching SLA improved by 8%
and SLA non compliance >> Work efficiency improved by 44%
Huawei solution was based on Fault Management and
Service Desk Management. Provided User-defined report Speedy Automation
templates that met customer demands while trend
comparison and drill down analysis helped locating system Huawei Fault Management system was integrated with
failure in real time multi-vendors EMS. Through alarm correlation, fault
management automation, and service transformation
we were able to reduce total alarms, promote TT SLA
compliance, and improve operation efficiency, quality while
reducing NOC operation cost
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