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Customer Experience Focused Remote Performance Management 240511

Customer Experience Focused Remote Performance Management 240511. Content. Omnitele in brief Performance Management Context Operator challenges Performance Management Model Performance Management as an outsourced service Future trends in PM Conclusions. Omnitele in Brief.

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Customer Experience Focused Remote Performance Management 240511

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  1. Customer Experience Focused Remote Performance Management 240511

  2. Content • Omnitele in brief • Performance Management Context • Operator challenges • Performance Management Model • Performance Management as an outsourced service • Future trends in PM • Conclusions

  3. Omnitele in Brief • Founded in 1988 to set up the first GSM operator in the world • Assisted operators in over 1000 projects in 78 countries • Headquartered in Helsinki, Finland • Employs close to 60 consultants with solid technical and business acumen • Owned by Finnish telecom operator groups • Independent of all international operator groups and infrastructure vendors Over 20 years of experience as a outsourcing partner for mobile network operators worldwide

  4. Omnitele drives results in network business Omnitele supports operators in designing, developing and managing their network business optimally.

  5. General Definition of Performance Management • Definition of Performance Management: • Translate strategyinto business processes • Monitor these business processes • Evaluate and create feedback to steerstrategy • Make Intelligent use of informationsystems • Enablesorganisations to reacteffectively and fast to changes in the business • environment • How to implement: • State strategicobjectives and criticalsuccess factors • State Key Performance Indicators • Monitor business processesbasedon these KPIs • Observe – Analyse – TakeAction

  6. Performance Management proces mapped on Quality Improvement Methodology Define KPI/KQI metrics DefineQualitytargets Define ExecuteMeasurement/ Monitoring Measure targets Performance Management Root causeanalysis of suboptimal Performance Analyse OptimiseQuality of E2E Service Delivery Improve Optimisation Assureimplementation of solutions in Network & organisation Control

  7. Contextual environment of Performance Management • Network planning and Optimisation • FindbalancedsolutionsforQuality, Coverage and Capacitygiven a certain level of Capex Fault Management Acts onalarmsfor the immediateresolve of Network node incidents Planning & Optimisation Performance Management Monitor & Repair Design & Implement FaultMgt Network/ Service Performance Management AssuresthatagreedQoS targets (end customerSLAs) are maintained and acts on present and anticipatedfutureQoS trend deviations. Observe & Analyse

  8. Performance Management & Vendor Management • Performance Management is also an efficient tool for Vendor Management • Verify/Monitor Vendor Performance • Verify/Monitor SLA compliancy • Monitor reconfiguration/swap activities

  9. Operator Challenges • Overlap of Responsibilities • (Fault Management – Performance Management – Optimisation) • Which network data inputs are used • How should the acquired and/or measured network data and/or service informationbe utilised. • (which trouble tickets should be issued to which department for problem resolution) • How to create a fast reaction to performance level deteriorations • How to give a voice to the customer in the Performance Management process

  10. Performance Management Model Performance Management Observe Decision Action Solution Event The success of Performance Management is deteminedby the effectiveness and intelligence of the decisionmakingprocessthat links anobservation to a plannedaction.

  11. Performance Management as a Managed Service Interface probes Abis Gi Performance Management Gb A Iub Gn Iur IuPS IuCS Observe Decision Action Solution Event Am BSC MSC Drivetest/Benchmark data RNC SGSN Uu BSS/RAN & Core OMC counters GGSN Billing CGW CRM NOC Customer Complaints CDRs Alarms Alarms, CRM data, CDRs

  12. Performance Management as a Managed Service : Remote Performance Management Remote Analyses Report/Recommendations CustomerNetwork CustomerNetwork Data streamsformnetwork (OSS counters, Drivetest data, …) CustomerNetwork On-Site Analyses

  13. BL HOSUCBL 3000000 LUM021B440000 NAR022A00 GET008A240000 00ODK023A4500 BL HOSUCBL 3000000 LUM021B440000 00000NAR022B 00HAM010A250 0000SAL024A4 NAR022A00 GET008A240000 00ODK023A4500 100000 00000HA M010B 6000000 00000NAR022B 00HAM010A250 0000SAL024A4 0NAR022C2000 2600000 SAN025A470000 100000 00000HA M010B 6000000 000LOT020A30 0HAM010C27000 00STR027A480 0NAR022C2000 2600000 SAN025A470000 00000GOD009A 000HAM011A280 00000STR027B 000LOT020A30 0HAM010C27000 00STR027A480 400000 00000HAM01 4900000 00000GOD009A 000HAM011A280 00000STR027B 0GOD009B5000 1B2900000 0SUN028A50000 400000 00000HAM01 4900000 000GOD009C6 0HER012A3000 000SUN028B510 0GOD009B5000 1B2900000 0SUN028A50000 000000V 0000HER012B31 00000SVI02 000GOD009C6 0HER012A3000 000SUN028B510 IK033A70000 000000 9A5200000 000000V 0000HER012B31 00000SVI02 00JAR013A800 KNU015A320000 0SVI029B5300 IK033A70000 000000 9A5200000 0000SOT026A9 00KNU015B3300 0000SVI029C54 00JAR013A800 KNU015A320000 0SVI029B5300 000000 0000KOK016A 000000 0000SOT026A9 00KNU015B3300 0000SVI029C54 SOT026B100000 34000000 SVI030A550000 000000 0000KOK016A 000000 00JYD014A110 KOK016B35000 00SVI030B5600 SOT026B100000 34000000 SVI030A550000 00000BER001A 000KOK016C360 0000SVI030C 00JYD014A110 KOK016B35000 00SVI030B5600 1200000 00000KUM017A 57000000 00000BER001A 000KOK016C360 0000SVI030C 0BER001B13000 3700000 TOF031A58000 1200000 00000KUM017A 57000000 000BER001C140 0LAP018A38000 000TOF031B590 0BER001B13000 3700000 TOF031A58000 00000BJA002 000LAP018B390 00000VAR032A 000BER001C140 0LAP018A38000 000TOF031B590 A1500000 00000LEM0 6000000 00000BJA002 000LAP018B390 00000VAR032A 0BJA002B1600 19A4000000 0DES035A61000 A1500000 00000LEM0 6000000 0000BRA003A17 0LOT020B4100 000DES035B620 0BJA002B1600 19A4000000 0DES035A61000 000000 0000LOT020C42 00000DES0 0000BRA003A17 0LOT020B4100 000DES035B620 BRE004A180000 000000 35C6300000 000000 0000LOT020C42 00000DES0 00DEG005A1900 LUM021A430000 0VIK033B6400 BRE004A180000 000000 35C6300000 0000ECK006A2 00 0000MEL034A65 00DEG005A1900 LUM021A430000 0VIK033B6400 0000000 0000ECK006A2 00 0000MEL034A65 WO 0000000 END OF BLOCK AMTBSC/R91/0/0/4/8/ WO 0 A AT - 4 TIME 000000 END OF BLOCK AMTBSC/R91/0/0/4/8/ ECK006B210000 040223 1059 PAGE 2 MEL034B660000 0 A AT - 4 TIME 00FRA007A2200 END OF BLOCK 000000 00 ECK006B210000 040223 1059 PAGE 2 0000FRA007B2 1 MEL034B660000 00FRA007A2200 END OF BLOCK 00 END OF BLOCK 0000FRA007B2 1 2 END OF BLOCK MEL034C670000 2 MEL034C670000 RPM - Regular Reporting on Network Performance Delivery of regular reports: Operator provides raw data:

  14. RPM - Web-based Network Performance Management tool • Can be accessed over the Internet anytime, anywhere • Tailored to operator’s needs • Performance trend over time • Cell based analysis • Network alarms • Queries

  15. Future trends in PM • From Performance Management to Quality Assurance • Involve the customer in the process • Collect data from multiple sources • Increase intelligence • Move from Reactive to Proactive • Example use cases

  16. Future trends in Performance Management Add Drivetest data to primary inputs Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data

  17. Future trends in Performance Management :Decision making requires knowledge of present state of affairs Network Configu- ration Alarm log Ticket Status Project Status Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data

  18. Future trends in Performance Management:Introduce “realtime” customer information to Perf. Mgt. Network Configu- ration Alarm log Ticket Status Project Status Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data CDR’s Customer Groups (e.g. Gold, Silver,…)

  19. Future trends in Performance Management: Add additional data streams for realtime Customer perceived quality Network Configu- ration Alarm log Ticket Status Project Status Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data CDR’s Customer Groups (e.g. Gold, Silver,…) User Performance Reports Interface Probes Conclusion

  20. PM Use Case: Impact Analysis & Prioritisation Network Configu- ration Alarm log Ticket Status Project Status Ticket prioritisation Old ticket foroptimisation: “Thiscell’s service area has coverageproblem” New ticket foroptimisation: “Thisarea has coverageproblempotentiallyaffecting 300 gold classcustomers and already 18 customers have givenQoScomplaint The average callduration has dropped, indicatingdissatisfactionon the voice quality” Aggregating all info intothe same system allows more accurate actionrecommendations to beissued. The problemsmayalsobeprioritisedbasedonhowmanycustomers and what type of customersit has an effect on. Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data CDR’s Customer Groups (e.g. Gold, Silver,…) User Performance Reports Interface Probes Conclusion

  21. PM Use Case: Use location data (Cell ID) to inform customers about NW changes Examplemessages Informcustomers : “Dearcustomer, we have been improving the coverage/capacity in the areawhereyoutypicallyuseyour service” Proactively contact customers: “Dearcustomer, we have been facingnetworkproblems in the areawhereyoutypicallyuseyour service. -We are constantlyworking to improve the service quality -Shouldyouexperiencequalityproblems, please go to www.qualitywebsite.com and giveusfurther info on the problem nature” Automaticallyreact to feedback “Thankyouforyour feedback, the areayouindicatedhavingpoorcoverage is alreadyknown to us, there is going to becoverageimprovementwithin x months.” UseCDRs to establish a database of “typical user location” Wheneverthere are changes in the network (coverage/capacityimprovementor KPI degradationetc), issue an SMS to relevant customers. Network Configu- ration Alarm log Ticket Status Project Status Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data CDR’s Customer Groups (e.g. Gold, Silver,…) User Performance Reports Interface Probes Conclusion

  22. PM Use Case: Find poorly performing UEs, Ensure Gold class happiness Examples of utilisation: FindpoorlyperformingUEscomparing the quality reports withsamelocation context. Issue an SMS: “We have notedthatyou are experiencingpoorer service qualitythan is typical, the statisticsindicatethatit is not a networkfaultbut a problem in yourdongle. Pleasecome and changeyour UE to getbetterQoS” Give special discounts forGold-usersifthey have not been gettingsufficientQoS: “We have notedthat the QoS has not been the best possibleforyou. We are workingon the issue and wish to grantyou discount. Pleasetellus more of the QoSproblems in www.qoswebsite.com to getyour discount. Network Configu- ration Alarm log Ticket Status Project Status Implement a QoStracking SW in the UEsgivingautomatic feedback to the PM system. Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data CDR’s Customer Groups (e.g. Gold, Silver,…) User Performance Reports Interface Probes Conclusion

  23. PM Use Case: Create end-user feedback • Cross referencingcustomercomplaintswith tickets and drive test data. When a problem is fixed – the customer is notifiedby SMS and given a way to provide further feedback (eg ticket #) • For selected (Gold) customers, track theirdroppedcalls, thensend email with link to a geographical map (googlemaps?), askthem to pinpointwherethey had dropped the call. Network Configu- ration Alarm log Ticket Status Project Status Involvecustomer feedback in the Performance Management process Counters Performance Management System Customer Complaints Observe Decision Action Solution Drivetest Data CDR’s Customer Groups (e.g. Gold, Silver,…) User Performance Reports Interface Probes Conclusion

  24. Conclusions • Performance management is an important tool that when applied properly, maintains a high level of Quality of Service • Operators face challenges when positioning Performance Management • Performance Management is also a tool for efficient vendor management • Performance Management can be an outsourced service itself • Performance Management will move from network centric to customer centic, from reactive to proactive

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