SC1001 Huawei SmartCare CEM SOC Solutions Master Slides (Technical) v2.8 20140616

www.huawei.
com
Service Operation Center
HUAWEI SmartCare
CEM
HUAWEI TECHNOLOGIES CO., LTD.
Agenda
Challenges and Trends
Solution Offerings
Transformation Actions
Solution Highlights
Real Practice
Huawei proprietary. No spread without permission.
Page 3
Industry Trends
Industry Trends
TQ Net
Manage and
Improve Customer
Experience
focus on efficiency
improvement
Chrysalid
Save for Service
Enhance Revenue
n=550
Supermobile
Improve
Efficiency
Source: Informa Telecoms & Media Industry
Survey 2013
Customer Experience Management Becomes Industry TOP Concern
Page 4
KPIs Statistics
Alarms of Equipments
Dashboards
How
You
Manag
e?
Customers
View
It takes me around
10s to open a website page.
I can not receive my
Emails
The video stalls every
My favorite app is
YouTube
Every time I complaint, it takes a long time to have

feedbacks.
My phone is connected, but I cannot view my best
websites
...
Page 5
1 minute.
An appropriate view
KEY
PERFORMANC
E INDICATORS
KEY
PERFORMANC
E INDICATORS
IN 3G&4G ERA
CUSTOMER
EXPERIENCE
User Centric View for You

Operation
IN 2G ERA
CUSTOMER
EXPERIENCE
Page 6
Customer Experience Transformation

User-centric
SOC is essential step moving forward to CE

transformation
Level 4: Customer Experience

Management (CEM)
Service-centric
Level 3: User Centric Service

Quality Mgt. & Improvement
Level 2: Service-centric Operation
Network-centric
Level1: Establish Service Quality

Management
Level 0: Network
Performance Management
Lifecycle customer experience management and

assurance
Marketing campaign support
Loyalty and satisfaction support
Churn support
VIP/VIP Group Care

Roaming user care
Enterprise user care
Customer segmentation and user behavior
insight
User centric planning & optimization
Service quality monitoring

Service quality demarcation & troubleshooting
Complaint handling & Proactive care
Customer care efficiency improvement
KQI index establish & optimization

Process optimization based on service operation
Organization optimization based on service
operation
Service operation platform establish (SQM/Probe)
Network centric operation

Network element maintenance
Network element optimization
Page 7
Agenda
Solution Offerings
Solution Highlights
Real Practice
Page 8
Solution Offerings
Targeted Customer
VVIP/VIP
Enterprise
Customer
Care
Operation
Enhanced
Customer Care
Knowledge Base
Establishment
CC Portal Design
and Integration
Roaming Customer
Enhanced Complaints
Handling
Service Complaint
Management
Fault Tree/
Knowledge Base Support
Service Quality
Monitoring &
Reporting
Service Quality
Problem
Demarcation
Voice
SMS
MMS
Web
Streaming
Email
OTT
Mass Customer
Planning
Service
Problem
Troubleshooting
Root Cause
Analysis
Dash Board
Alarming
Reporting
SLA/OLA Complianc
Marketing
Data Analytics Support

Operation
Support
The Worst
Quality User
Analysis
Voice Quality
Analysis
CE Monitor and
Analysis(Use
Journey)
Service & User

Driven
Planning
Support
Marketing
Support
Campaign Strategy
Definition Support
Traffic Trend
Forecast
GSM/UMTS/LTE
Network Data
Traffic Offload
SOC Establishment & Continuous Improvement

Due
Diligence
Governance Model
Business Metrics
Functional Enhancement
Organization Development
Platform Enabling
Knowledge Management
SLA/OLA Targets
Process Design
Page 9
VIP/VIP Group Care Overview
Valued Customer
Care
Proactive
Real Time Monitoring
Benefit
s Reduce
1000 VVIPs, 2000 Groups

Update every 1 min
Every time (7*24)
Every where (location)
Every service (Data, Voice, SMS)
Potential VIP
Complaints
Reactive
Reduce MTTR
VIP Complaints Handling
VIP failure record query

Problem demarcation
Troubleshooting
Session trace
Page 10
VIP Care Detailed Process --- Certificated By TMF

Customer
Care
Help Desk
Service
Reporting
SOC
Customer
Care
Customer
Care
Service
Monitoring
Service
Desk
Service Quality
Reporting Mgmt.
Alarms for
abnormal Event
Service
Desk
VIP Complaint
VIP Report
Service Quality
Reporting Mgmt.
Monitor VIP service

Quality
Report VIP
Service Quality
Service
Demarcating
Service Quality Degradation Demarcation
Performance
Troubleshooting
Performance Mgmt.
SQDT
SQDT
Fault
Mgmt.
Change
Mgmt.
Workforce
Mgmt.
NOC
3rd Party
SLA/OLA
Close SQDT
3
MTTC
MTTD
SP Mgmt.
SOC External
interface
SOC Internal
Interface
MTTT
MTTR
MTTV
Page 11
Enterprise User SLA Management

Enterprise SLA Monitoring
500 SLA tasks supported

Typical service supported
Drill down analysis
supported
Valued Customer
Care
Enterprise SLA Alarms
Multi-level alarms
Detail information for each alarm
Configurable trigger and threshold
value
Fast SLA Problem Analysis

Identifier
145****6441
145****6613
145****1737
145****3535
Failure Category
Performance Deep Analysis
Impact Times
742
681
544
478
Impact and Analysis Report
Page 12
Case: Enterprise User SLA Management

Enterprise SLA Monitoring
Enterprise SLA monitoring
information
Which Enterprise user: Shanghai

wenCong
Which KQI: PDP Active success Rate
When: 2013/11/12
Where: Shanghai
What: PDP Active drop 10% after

13:00
PDP Active Success Rate Trend
Enterprise SLA Analysis

Enterprise user name: Shanghai Wen Cong
Cause Category: Terminal and Core

network failures partition is 89% and 7%
Cause Analysis: 111 Protocol error is the

Top reason
Deep Analysis
111 Protocol Error Analysis
User Failure Data Record Statistics
Analysis
Time: busy time (19:00~22:00)
PDP Active Success Rate Trend

Cause Category
Cause Analysis
TOP Impacted User

Identifier
145****6441
145****6613
145****1737
145****3535
145****1096
145****3991
Page 13
Impact Times
742
681
544
478
305
293
Roaming User Care
Valued Customer
Care
Roaming Quality Assurance
General roaming analysis

Inbound roamers quality analysis
Outbound roamers quality analysis
Roaming steering/anti-steering analysis
Benefit
s
Manage roamer
service experience
Roaming Marketing Analysis
Support roaming
marketing
campaign
Roaming user distribution

Roaming traffic distribution
Roaming Hotspot analysis
Page 14
Case: Roaming User Care

KPI & Sig Tracing
Service Demarcation
Inbound Roamer KQI Analysis
Abnormal Web service failure

detected.
Demarcation Result:
Segment: PS Core, SGSN 1014
Description: 35 web failures for roamers

coming from Australia
Error Code: 14
xDR details & Suggestion
Troubleshooting
Troubleshooting Result:
Result:
GPRS
service
not
GPRS service not
allowed
allowed in
in this
this PLMN
PLMN
Impacted users IMSI list

Proactive Care for these users
Page 15
Check
configuration
in SGSN
1014
Intelligent Customer Care Portal
As Is
Custome
r
Customer Care
Enhancement
Customer
Care
Technical Support
Long
Duration
Feedback
&
Suggestion
To Be
Real-time
Response
Intelligent CC
Portal
Record
DB
KEDB
(Known Error Data
Base)
Page 16
Case: Intelligent CC Portal in PCCW

Complaint query processing time
600
500
400
Roaming
300
Coverage
200
Customer
Customer Care Frontline
Billing
100
0
40969 41030 41091 41153 41214 41275 41334
40940 41000 41061 41122 41183 41244 41306 41365
CC Portal
CC
Portalperiod
working
working period
With CC Portal Value:

Reduce transfer rate by 30%
Intelligent CC
Portal
Page 17
Customer Complaint Handling Service
Complaints
Handling
Enhancement
Customer Complaint
Handling Service
Customer Service Center
Classification
Classify the
complaints
Technical
support
Recommendations of
solving the complaints
Correlation
xDR, FM, PM, CM

information
correlated
analysis
Fault Tree
Knowledge Base
High efficiency to
locate the
problems
Continuous
knowledge
increment
Page 18
Complaints
Handling
Enhancement
Real Practice
Improvement of Mean Time to Repair
-- From AP region
Time
8.00
Contrast of Mean Time To Subscriber Complaint Handling (PS)

6.27
6.00
3.21
4.00
2.00
0.00
e
im
e
t
After the Subscriber Complaint Handling verified in X Project,nitg
need
imto take about 3.21 hours to
t
i
l
g
the root cause for the complaint which closed by SOC
nldin
a
d
h
than ced
n
i
a
palint reu
dcued9%
m
l
Time
oMean
p Timere
4%Complaint Handling(CS)
Cofm
Contrast
Tod
Subscriber
9
~
o
4
C
6%
PS~
9:36:00
2
%
7:42:00
S
P S ~26
7:12:00
5:41:23
C~
S
4:48:00
C
CLSE
find
2:24:00
0:00:00
Origninal CLSE
Demarcation CLSE
After Subscriber Complaint Handling verified in X Project, it need to take about 5 hours 41 minute to
find the root cause for CS complaints which closed by SOC
Page 19
Service Quality Monitoring
Service quality
monitoring &
reporting
Centralized Monitoring
Interface
7 *24 real-time key

area & service
monitoring
Impact evaluation
for priority decision
Alarm convergence to
avoid duplicate
alarms
Customized
dashboard and charts
supported
Alarm threshold and
triggering rules
tuning
Indicator Definition
Alarm Regulation
Convergence
Impact Analysis
UI Design
Standard
Standard Service
Service KQIs
KQIs
Rule
Rule design
design &
& import
import
Alarm
Alarm filtering
filtering
Alarm
Alarm level
level definition
definition
Map
Map and
and alarm
alarm list
list
Customized
Customized KQIs
KQIs
Trigger
Trigger configuration
configuration
Convergence
Convergence of
of multimultisource
alarms
source alarms
Impact
Impact user
user evaluation
evaluation
Dashboard
Dashboard and
and charts
charts
CS
CS KPI
KPI
PS
PS KPI
KPI
Transmission
Transmission KPI
KPI
Page 20
Case: Service Quality Monitoring
Service Operation Center
Cause category
Cause analysis
Insufficient VIP monitoring capability

Testers in cell sites only
Lack of cause category & cause analysis
High cost on network fault demarcation
Long restoration time
Near
real-time service quality monitoring

Fast demarcation
Reduced restoration time
Page 21
Reporting Service
Service quality
monitoring &
reporting
Reporting Service Architecture

Multi- Period
CS/PS Service
Quality
By daily
By weekly
By monthly
By quarterly
Service
KQI:35
KQIs
Abnorm
al
highligh
t
Baselin
e
Compar
ison
Worst
BSC/RN
C
Focuse
d
CS
Service
Traffic
PS Service Traffic
Total
Traffic
Protocol
Categor
y
User
Number
APN
Area
Type
Website
VVIP/
User
Group
Roamin
g User
Device
Type
Service
Abnormal
Times
Distribution
Roaming-In
Traffic
Device
Brand
Group
Quality
Comparison
RoamingOut Traffic
Device
Model
Device
Ranking
Roaming
Subscriber
s
Distributio
n
Distill the key points for different levels and depts. into
reports
By SMS/Email Sending
By CXO/GM/Manager/Engineer
levels
By MHT/Excel/PDF/HTML
Formats
Huawei Confidential
By Traffic Analysis/Service
Quality/Compliant Handling
Page 22
Case: Reporting Service
Customer Requirement:
Monitoring Area: The whole network/GGSN/RAN
Service: Voice/SMS/WEB/WAP/MMS
Total User number: 30 million
Report Period: Daily/Weekly/Monthly
Data Source of Problems: Reports
Report Quantity: 15
Percentage of Problems which arent found by NOC:
59% (details as following, excluding NPM Issues and

Daily report:4; Weekly report:8; Monthly report:3
Report Sending Status
Platform Issues)
Categories of problems
PBSR drops about 6% at

20:00 compared with
same time of previous
day.
Huawei Confidential
Page 23
Service
Quality
Demarcatio
n
Service Quality Demarcation
As Is
MultiMulti-vendors
departments
Trouble
Ticket
To Be
Trouble
Ticket
Core Team
Access Team
Quality Team
Wireless Team
User
Wireless
Core
Internet
Server
Results &
Suggestions
86%
Cross-silos View
Target
Responsible
Teams
(break the
segments)
Fast results dispatch
(less time
consuming)
Target
Responsible
Teams
Multi-vendors supported
Huawei Confidential
Page 24
Service
Quality
Demarcatio
n
Case: Service Quality Demarcation

Web browsing long delay problem classification
86% of problems direct to RADIO

section
Detail drill down for radio analysis
86%
RTT distribution View

Cell level sight(delay & throughput)
LAC
SAC
35XXX
35XXX
35XXX
35XXX
35XXX
35XXX
363XX
366XX
512XX
154XX
366XX
156XX
impacted
VAP
impacted VAP
impacted
impacted
Cell Name
Number(dela Ratio(%)(delay VAP Number VAP Ratio(%)
y - radio
radio RTT)
RTT)
SB3G363XX
SB3G366XX
SB3G051XX
SB3G154XX
SB3G366XX
SB3G156XX
27
26
26
24
24
24
15.52
21.67
20.47
26.97
20.51
16
22
20
19
24
21
21
12.64
16.67
14.96
26.97
17.95
14
Huawei Confidential
Identify top suffering cells for radio

cause
Corresponding problem detail
description will support root cause
analysis in radio section
Page 25
Service
Problem
Troubleshoo
ting
Service Problem Troubleshooting

Service
Quality
Demarcation
RA
N
Results of troubleshooting
Recommendations of
fixing the problems
issu
e
RNC
SGSN
CHR
MR/CHR
Nastar
Fix the problems
TOP critical cell & KQI

Fault location (RF, Backhaul,
antenna)
Root cause analysis by geo8%
30%
location
40%
5%
5%
12%
Poor Signal Coverage
UL/DL Interference
RF Resource Overload
Huawei Confidential
Pilot Pollution
Frequent Handover
Others
Page 26
Deep Analysis
for Root
Cause
Service and User Driven Planning Support

Traffic Trends Forecasting &
Service Modeling
Existing
resource
configuration
Targeted
traffic model
Extract the service model of existing network

Data Service Trend Forecast of Total Traffic
Data Service Traffic Trend Forecast based on
Protocols
Data Service Traffic Trend Forecast based on
Locations
Network Based
Analysis on different
Network element traffic
volumes
Hot Spot Based
Host Spot Identification

and Geographical
Match
Capacity Trend
Forecasting
Resource configuration
required for the target
traffic model
Worst Experience Based
Service Based
Detect and Analysis

Worst Experience Cell
and the cells which
have most suffering
VIPs
Figure out Top

Favorite service and
corresponding
consumer group
Huawei Confidential
Page 27
Service &
User Driven
Planning
Support
Campaign Evaluation with Traffic Analysis

WHEN
WHAT Service
Service traffic distribution
Popular service users

distribution
Service usage analysis
WHERE Location
Hot spot identification
Location group analysis
Worst experience cell detection
5W
Which Terminal
TOP popular
terminal analysis
Busy hour detection
Busy time for specific service
WHO
Users
Valued users identification
User differentiations
Silent user stimulation analysis
Terminal traffic
analysis
Huawei Confidential
Time
Page 28
Service &
User Driven
Planning
Support
Agenda
Solution Offerings
Solution Highlights
Real Practice
Page 29
Transformation
Governance Model
Business Metrics
Functional
Enhancement
Organization
Development
Platform Enabling
Knowledge
Management
Operation Metrics
(SLA/KQI/KPI )
Process Design
SOC Maturity Model Enables User Centric Service Operation

Transformation
Huawei Confidential
Page 30
Governance
Model
Governance Model
CEO
Review
Platform Enabling
Dir
ec
tio
n
ng
Management
Committee
rt i
po
Re
(Quarterly Meeting)
(Bi-Weekly / Monthly Meeting)
Operational Committees
(Daily & Weekly Meeting)
Knowledge
Management
Business Strategic &

Direction
Operation Direction,
Business Needs and SLA,
Quality & Report Mgt
Day to Day Delivery and
Operations
Operation Metrics
(SLA/KQI/KPI )
Organization
Development
Process Design
VP & Leadership Team

CEI & Operational
Mgt
And CAPEX Mgt
SOC Director & Team
SLA Mgt & OPEX
Mgt
Operation
Efficiency
Operational Leaders
Resource Management
KPI/KQI Mgt
Service Quality Mgt

Service Performance Mgt
Service Quality Insights Analysis &
Support
Huawei Confidential
Functional
Enhancement
ROI & P/L Mgt
Value & Industry Trends
(Half
Yearly)
Executive
Council
Business Metrics
Page 31
Governance Model Business Metrics
Business Metric
Platform Enabling
Total Value of Ownership
Revenue & Margin Enhancement
Knowledge
Management
Operation Metrics
(SLA/KQI/KPI )
Key Business Objective
Key Business Index
Leakage Prevention
Top-Up Transaction Success Rate
Organization
Development
Process Design
Revenue Enhancement
Reactive care effectiveness

Proactive care effectiveness
Operation Efficiency Improvement Optimization and planning effectiveness
Technical
issue: Reduce
top-up transaction time out
Management issue:
Support marketing
campaign & retailer
management
Management Visualization
In a real case, our

customer rescue 100K
USD per month after
solving the problem of
top-up transaction
time out.
Customer Journey Experience improvement
Customer Experience Improvement
3rd Party Ranking improvement
Functional
Enhancement
Huawei Confidential
Page 32
Governance Model
Function Enhancement
Platform Enabling
Business Metrics
Knowledge
Management
Functional
Enhancement
SLA/OLA Targets
Organization
Development
Process Design
Function
Enhancement
New
Requirement
s of functions
Gap Analysis
Drill Down
Corresponding SOC
Modules
Match SOC
Business Metric
New functions design,

integrate & test
Analyze the gaps

between existing
modules and new
requirements
Existing module
function analysis
Integrate with platform

Integrate with process
Integrate with Organizatio
Translate from KBO to

KBI
Huawei Confidential
Page 33
Governance Model
Organization Development
Independent SOC
Platform Enabling
Service Desk
User Care
Platform
Management
Service
Optimization
Organization
Development
SLA/OLA Targets
Process Design
Operatio
n
SOC
SOC
Strategy &
Process
Knowledge
Management
Functional
Enhancement
Integrated SOC
Operati
on
NOC
Business Metrics
(VIP/Group/Roamin
g)
Service Quality
Monitoring
Analysis &
Demarcation
Service Quality
Reporting
Service Desk
Front Office
Surveillance
Analysis & Fault Mgt
(Tier 1)
Preventive Mtce (Tier
1)
User Care (VIP / Group/
Roaming)
Back Office
Analysis & Fault Mgt
(Tier 2)
Problem
Management
Preventive Mtce
(Tier 2)Roaming
Expertise VAS
Teams :
Radio
Transport / IP
PS Core
CS Core
Performance
Management/ Service
Quality Reporting
Operations Support
Platform Management,
Optimization
1. In order to drive operation from network-focus to Service/user-focus, a team named Strategy & Process need to be
setup and to build quality baseline, make optimization strategy and knowledge management etc.
2. SOC will drive all departments based on Baseline/standard/Guideline.
Huawei Confidential
Page 34
Governance Model
Design and Integrate Your Process
Platform Enabling
NOC
Service
Monitoring
FO
Service
Demarcati
on
BO
RF
Support
NPM
Service
Quality
Reporting
Management
Service Quality
Issue identified
in report
Service
Quality
Alarm
Track &
Manage Service
Quality
encrypted
Service Quality
Degradation Monitoring
and Create
SQDT encrypted
SQD
T
Service Quality
Degradation
Demarcation
PD
T
NT
T
6 3rd
TT
MTTD
Verify &
Close SQDT
Service Quality
Recommended
Performance
Solution
Management
MTTC
Process Design
Service
Quality
Reporting
Management
Organization
Development
NOC Internal
interface Nonencrypted
SOC Internal
Interface encrypted
NOC BO
SLA/OLA
SLA/OLA Targets
NOC
3rd
Party
Knowledge
Management
Dispatch
SQDT
Service
Reporting
FO
SOC
Functional
Enhancement
Business Metrics
MTTR
Fault
Management
SP Service
Troubleshooti
ng
(Recommended Resolution)
Huawei Confidential
MTTT
35
4
5
Change
Manageme
nt
6
MTTV
Governance Model
Define External Process Interactions

Platform Enabling
Knowledge
Management
SOC Integration
PM
MOS5200
Configure update
Service Affect
Alarm
FM
Create
SQDT
NETCOOL
Service
Quality
Alarm
CTT analysis
SQDT analysis
SDM
Configure
update
report
CXO
Configure
update
CM
MOST
CTT SLA report
Configure update
CTT management in SDM
Process Design
Demarcation &
resolution support
Demarcation &
resolution support
RAN KPI
41
Core KPI 4
Organization
Development
System Integration
Service
Integration man
ual
NOC
(NOC)
Functional
Enhancement
SLA/OLA Targets
NPM team
FM team
custom
er care
Business Metrics
SQDT SLA report
Huawei Confidential
Page 36
Governance Model
Design Service Level Modeling
Platform Enabling
Business Metrics
Knowledge
Management
Functional
Enhancement
Operation
Metrics
(SLA/KQI/KPI )
Organization
Development
Process Design
Service Level Agreement

1) VIP Problem Resolution: 24 working
hours,
2) .
NPM OLA
1) Time to
troubleshooting
SQ Monitoring & Reporting OLA
SQ Demarcation OLA
1) Time to demarcation
2)
1) Time to creation
2) Time to verification
3) .
Process1 KPI
1)
2)
3)
4)
Process2 KPI
1) On-Time Delivery Successful Rate

% of SQDT Resolution within SLA
2)
% of SQDT Created within OLA
Process
3
KPI
% of SQDT Demarcated within OLA
1) % of SQDT Troubleshooting
within OLA
2) .
Huawei Confidential
Page 37
Governance Model
Streaming KQI Modeling

Journey Use
Cases Definition
Customer
Experience
Trigger Point
Platform Enabling
Signaling
Process
Drawing
Business Metrics
Knowledge
Management
KQI Framework
Formulation
RNC
User open website
SGSN
GGSN
DNS Server
Attach
PDP
Initial buffer duration
TCP Connect
HTTP GET/POST Process
Video play
User choose video file
Process Design
KQI Data Points

Definition
RRC
Users open website

and choose video file
Organization
Development
SP
WEB Browsing
UE
Functional
Enhancement
Operation
Metrics
(SLA/KQI/KPI )
TCP SYN
TCP SYN ACK
TCP ACK
HTTP GET
Streaming
HTTP Reply 200 OK

HTTP Reply Data
Initial buffer complete

and start to play
Video stall
Continues to play D
Stops to play
HUAWEI TECHNOLOGIES
CO., LTD.
HISILICON
SEMICONDUCTOR
TCP Media Data
TCP Media Data (Initial buffer Full)
TCP Media Data (Buffer empty)
TCP Media Data (Buffer Full)

RST/FIN
Trigger point of
A
user experience
Signaling Flow
Process
38
Service Flow
Process
Governance Model
Streaming KQI Modeling

Customer
Experience
Trigger Point
Journey Use
Cases Definition
Platform Enabling
Signaling
Process
Drawing
KQI Framework
Formulation
Initial Buffering (A->B)
39
FIN Disconnection
Rate
RST Disconnection
Rate
Streaming Download
Throughput
TCP DL
Retransmission Rate
Data from HUAWEI Probe
HUAWEI TECHNOLOGIES
CO., LTD.
HISILICON
SEMICONDUCTOR
KQI Data Points

Definition
Streaming
Disconnection
Rate (%)
Streaming Stall
Time Rate (%)
Streaming Stall
Frequency
(Times/Min)
Initial Buffer Delay
GET Delay
TCP Connect Delay
Initial Buffer Success

Rate
GET Success Rate
TCP Connect
Success Rate
Referenced
PI
Knowledge
Management
Functional
Enhancement
Operation
Metrics
(SLA/KQI/KPI )
Video Playing (B->E)
Streaming
Response Delay
(ms)
Streaming
Response
Success Rate
(%)
KQI
Business Metrics
Organization
Development
Process Design
Governance Model
Platform Enabling
Business Metrics
Platform
Enabling
Knowledge
Management
Functional
Enhancement
SLA/OLA Targets
Organization
Development
Process Design
Platform
GMSC
HLR
Gi
GGSN
SGi
C/D
MSCa
MSCb
Gr
SMSC
Nc
Gn
S4
Mc
Mc
S5/S8
P-GW
S-GW
S11
Nb
SGSN
Iu-CS
MGW
MGW
Gb
BSC
MME
Gn/S3
S1-MME
Iu-PS
S6a
RNC
HSS
Abis
BTS
NodeB
eNodeB
Collection Data from CS domain
Collection Data from LTE Network
Collection Data from PS domain
Collection Data from Mobile phone
Huawei Confidential
Page 40
S1-U
SEQ-Analyst Software Architecture
Data
Manipulat
ion
Analytics &
Storage Layer
Network Performance/Service Quality/Customer Experience Management

KPI Assurance
Traffic Analysis
Report
Data
Warehouse
KQI Assurance
Service Analysis
Dashboard
Big Data Computing

Module
VIP Assurance
Intelligent Complaint
Drill Down
Ad-hoc
Real-time
Module
DB
Extract/Transfer/Load(ETL)
Meta
Data
Managem
ent
Collection
Layer
User DB
Data Distribution
Correlation Analysis
Probe
Huawei External Probe
Mediation
System
Huawei In-build Probe
Huawei Confidential
3rd part Probe
PM/CRM/UPCC/
Page 41
System Management
Adaptatio
n
Function
Layer
Data Sharing Module
Security
Application
Layer
Agenda
Solution Offerings
Solution Highlights
Real Practice
Huawei Confidential
Page 42
Solution Highlights
SOC Process Design
Service Modeling Capability
Mature SOC transformation experience

TMF certificated SOC process VIP Care
complaint handling proactive
monitoring
CEI Customer life cycle experience

indicator system CEM Metrics is
certificated by TMF standard
Professional SOC transformation consulting

expert team
PSPU KQI system provides page-level

association record, rather than transactionlevel, to better reflect the true customer
experience
High Capacity Tool
SLA/KQI Commitment
Big capacity in data collecting processing

and storage support 100 Gbps probe
Service awareness engine support 1500+
protocols
CEM/SQM/unified platform SEQ Analyst
SLA (MTTR, FCR, AHT)

Improve cc problem closed ratio
Decrease average handling time
KQI indicator improvement
Advance software architecture
Huawei Confidential
Page 43
Process Framework: Mapping eTOM
SOC Process Design
Service Modeling
High Performance
Platform
SLA/KQI Commitment
Process is the CORE ELEMENT in Operation. During establishment, the

detailed processes should be tailored on-site to suit the finalised
organisation.
Huawei MSUP Functional Architecture
SIP
OPS
Operations Support &
Readiness
Fulfilment
Assurance
Strategy &
Commit
Infrastructure
Lifecycle Mgmt.
Service
Service
Strategic
Strategic
Planning
Planning
Service
Service
Delivery
Delivery
Work
Work Force
Force Mgt.
Mgt.
Provisioning
Provisioning
VIP
VIP Care
Care
Service
Service
Development
Development
Capacity
Capacity
Management
Management
Spare
Spare Parts
Parts Mgt.
Mgt.
Release
Release
Management
Management
Service
Service Quality
Quality
Monitoring
Monitoring &
&
Demarcation
Demarcation
Network
Network
Strategic
Strategic
Planning
Planning
Service
Service Desk
Desk
Operation
Operation
Acceptance
Acceptance
Managed
Managed
Network
Network
Planning
Planning
Network
Network
Development
Development
Billing
Network
Network
Surveillance
Surveillance
Change
Change Mgt.
Mgt.
Managed
Managed
Network
Network
Design
Design
Managed
Managed
Network
Network
Rollout
Rollout
Problem
Problem
Management
Management
Configuration
Configuration
Mgt.
Mgt.
Service
Service Quality
Quality
Reporting
Reporting
Performance
Performance
Management
Management
Fault
Fault
Management
Management
Preventive
Preventive
Maintenance
Maintenance
Billing
Billing
Mediation
Mediation &
&
Rating
Rating
Interconnected
Interconnected
Settlement
Settlement
Invoicing
Invoicing
Account
Account
Receivable
Receivable
Debt
Debt Collection
Collection
Supplier
Supplier Mgt.
Mgt.
3 Major Processes are

Certified by TMF eTOM
Data
Data Collection
Collection &
& Distribution
Distribution
VIP Care
Service Monitoring
Service Reporting
Enterprise Management
Enterprise Risk Mgmt.
ISMS
ISMS
Enterprise Effectiveness Mgmt.
BCM
BCM
SOC
process
QMS
QMS
SLM
SLM
Knowledge
Managemen
t
Project &
Program
Managemen
t
Human Resource
Mgmt
Training
Training
NOC
process
Huawei Confidential
Page 44
Process Redesign Capability
SOC Process Design
Service Modeling
High Performance
Platform
SLA/KQI Commitment
Certificated By TMF
Operations
Operations Support &
Readiness
Customer
Relationship
Management
Service
Management
& Operation
Fulfillment
Assurance
Service Desk Process

VIP Care Process
Process
Service Problem
Management
Service Quality
Management
Resource
Management
& Operation
VIP Care Process

Process
Service Quality Reporting
Process
Supplier
& Partner
Management
Billing & Revenue

Management
Huawei Confidential
Page 45
Per Service Per User Capability
SOC Process Design
Service Modeling
High Performance
Platform
SLA/KQI Commitment
PSPU
Service
Quality
Monitoring
PSPU
Service
Quality
Analysis
PSPU
Service
Quality
Improvemen
t
KQI Modeling and PSPU (Per Service Per User) Enable Service
Quality
Analysis
Performance
Only Shows
The Pipe QoS
PSPU
Service
Insight View
Huawei Confidential
Page 46
Fast Response Capability For New Service
SOC Process Design
Service Modeling
High Performance
Platform
SLA/KQI Commitment
Example: Operator X Introduced New Service: Reload
Service
Retaile
Subscr
r
iber Pay for Balance
MSC
BSC/R
NC
USSD
GW
HLR
Billing
New Service KQIs Definition
CM Service Request
Auth REQ
Auth RSP
Cipher CMD
New Service
Modeling
Cipher CMP
Register (Facility)
Parallel processing
USSD REQ
USSD REQ
Request
USSD RSP
Release Complete (Facility)
USSD RSP
Response
Clear CMD
BT(Balance
BT(Balance Transfer)
Transfer) Service
Service Success
Success Rate
Rate
BT
Service
Delay
BT Service Delay
BT
BT Notify
Notify SMS
SMS Service
Service Success
Success Rate
Rate
BT
BT Notify
Notify SMS
SMS Service
Service Delay
Delay
Voucher
Voucher USSD
USSD Service
Service Success
Success Rate
Rate
Voucher
Voucher USSD
USSD Service
Service Delay
Delay
Voucher
IVR
Service
Success
Voucher IVR Service Success Rate
Rate
Voucher
IVR
Service
Delay
Voucher IVR Service Delay
Clear CMP
SMS
SMS
New Service Quality Report

Failure Distribution
Balance Transfer Association Success Rate
New Service
Quality
Assurance
25000
20000
15000
10000
5000
0
100.00%
80.00%
60.00%
40.00%
20.00%
0.00%
s ucc_cnt
cnt
4%
1% 0%
7%
17%
71%
s ucc_rate
Huawei Confidential
0% 0%
Page 47
invalid target subscriber state

insufficient subscriber balance
unauthoriz ed originating location
subscriber PIN invalid
wrong denomination or voucher
incompatible
not available(BE down cannot
handle)
invalid subscriber state
invalid request(system error)
Platform Architecture Overview
SOC Process Design
Service Modeling
High Performance
Platform
SLA/KQI Commitment
SEQ Analyst is one of main Service & User Centric Transformation platforms to enables massive data
collecting , analyzing, presenting. (100 Gbps Netprobe for PS & LTE Can be Offered)
All in One Platform
Customer Experience
Analysis Module
Service Quality Analysis

Module
Integration
Network Performance
Analysis Module
Customer
Customer Care
Care
Trouble
Trouble Tickets
Tickets
Fault
Fault Management
Management
Distribution DB (Mass Storage & Parallel Computing

Passive Probe (100 Gbps for PS&LTE)
(Core Network)
2G/3G CS 2G/3G PS
LTE
IMS
Fix
Mobile
GEO
Client
location
(Smart(Wireless)
phone)
Email
Email Server/SMC
Server/SMC
BSS/OSS system
CRM
FM
End-to-End Data Source

Huawei Confidential
Page 48
TT
PM
SOC Process Design
Service Modeling
High Performance
Platform
SLA/KQI Commitment
100Gbps Probe Service Awareness Engine

Highlights:
100Gbps Probe (PS)
Capability: 100 ~ 200

Gbps
Huawei OSCA Platform
Local Storage : 60TB
1200+ Protocols
Identification
1500+ protocols identification
Self-development DPI Engine
R&D centre in U.S.A, Europe and China
Released periodically to keep the up-todate DPI capabilities
Enable especial protocols customization
Fully Support GPRS,
EDGE, UMTS, HSxPA,
Basic Service
WAP1.X/2.0
HTTP/ HTTPS
Facebook
Twitter
Radius
Gaming
Win_Update
Email
LTE
SMTP (SSL)
POP3 (SSL)
IMAP4 (SSL)
Webmail
MS_Exchange
LotusNotes
Blackberry
P2P
VoIP
eDonkey
Bittorrent +
FlashGet
Thunder
HotLine
GNUTELLA
DirectConnect
.
Skype Out/In
SIP, Diameter
H323,MGCP
Net2Phone
GoogleTalk
Shutter
UUCall
.
Streaming
RTP/RTSP
RealPlayer
MS_Media
Flash_Yahoo
PPLIve
YouTube
AOL_Video
IM
MSN
GoogleTalk
YahooMsg
Skype IM
ICQ
Viber
Whatsapp
Huawei
Huawei self-development DPI
DPI engine
engine supports
supports 1500+
1500+ protocols
protocols
Huawei Confidential
Page 49
Agenda
Solution Offerings
Solution Highlights
Real Practice
Huawei Confidential
Page 50
Global Operational Transformation Practice

Denmark
U.K.
Mongolia
Kuwait
Egypt
Pakistan
Saudi Arabia
Iusacell Mexico
Malaysia
Ghana
Nextel Brazil
Indonesia
Philippines
Australia
Serving 17 operators in 13 countries, signed 28+ contracts

Huawei Confidential
Page 51
View Our Customers' Success
Bringing Premium Service Quality to the End User(Middle East)
ustomer Challenges
Improve Customer Satisfaction & Operational Efficiency
Institutionalize blue-print for NOC to SOC transformation
Customer Benefits
olution Highlight
solution provides
Proactive VIP service quality monitoring

Improvement plan driven by VIP group service impact
Identifying the 1 % that is pulling down on overall
Dramatic improvement in customer satisfaction by

providing accurate cause and fix to complaints.
VIP service quality assurance
Efficient use of resources by prioritizing key areas
for improvement.
KPIs
End-user Perceived Coverage Optimization Geolocation solution presented radio coverage maps to
identify issues.
Huawei Confidential
Page 52

Close Loop Service Quality Improvement (Europe)
Customer Challenges
Lost ranking as the No.3 by P3 benchmarking
Higher complaint of slow web browsing [long delay
specifically]
Be aware of some coverage problems but needed technical
assistance to correlate with web browsing issue.
Customer Benefits
Routing optimization reduced delay

from >8ms to <5ms.
Ranking by 3PV performance
benchmarking improved.
Solution Highlight
Deployed proprietary demarcation
methodology for E2E web browsing.

Multiple interface correlation analysis identified
that long delay is caused by non-optimized routing
for remote
Huawei Confidential
Page 53

Transformation Through People, Process & Value Realization
(Asia)
ustomer Challenges
Solution Implementation to serve over 40M users
Time, Efficiency, Revenue, Satisfaction
Improvement
True Customer-Centric Operation Model Change
Customer Benefits
Solution Highlight
People: Professional Consulting provide overall blueprint for operating model change.
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.
Complaint Handling
Satisfaction: Overall complaint ratio reduced 23pct (from 0.22% to 0.17%)

Efficiency: MTTR reduction 49% for PS, 26% for CS
PS demarcation success rate from 34% to 89%
CS demarcation success rate from 76% to 85%
NOC to SOC Transformation including process re-alignment
Top-Up Success Rate Assurance
Voice Quality Improvement
Huawei Confidential
Page 54
Thank you
www.huawei.com
Copyright2011 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

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www.huawei.

Service Operation Center

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

Customer Experience Management Becomes Industry TOP Concern

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

10s to open a website page.

I can not receive my

The video stalls every

Every time I complaint, it takes a long time to have

Huawei proprietary. No spread without permission.

User Centric View for You

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

Customer Experience Transformation

SOC is essential step moving forward to CE

Level 4: Customer Experience

Level 3: User Centric Service

Level 2: Service-centric Operation

Level1: Establish Service Quality

HUAWEI TECHNOLOGIES CO., LTD.

Lifecycle customer experience management and

VIP/VIP Group Care

Service quality monitoring

KQI index establish & optimization

Network centric operation

Huawei proprietary. No spread without permission.

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

Data Analytics Support

Service & User

SOC Establishment & Continuous Improvement

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

VIP/VIP Group Care Overview

1000 VVIPs, 2000 Groups

VIP Complaints Handling

VIP failure record query

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

VIP Care Detailed Process --- Certificated By TMF

Monitor VIP service

Service Quality Degradation Demarcation

HUAWEI TECHNOLOGIES CO., LTD.

Huawei proprietary. No spread without permission.

Enterprise User SLA Management

500 SLA tasks supported

Enterprise SLA Alarms

Fast SLA Problem Analysis

HUAWEI TECHNOLOGIES CO., LTD.

Performance Deep Analysis

Huawei proprietary. No spread without permission.

Impact and Analysis Report

Case: Enterprise User SLA Management

Which Enterprise user: Shanghai

Which KQI: PDP Active success Rate

What: PDP Active drop 10% after

PDP Active Success Rate Trend

Enterprise SLA Analysis

Cause Category: Terminal and Core

Cause Analysis: 111 Protocol error is the

Time: busy time (19:00~22:00)