tmo operation guidance proposal v1.0

7/30/2019 TMO Operation Guidance Proposal V1.0

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www.huawei.com

HUAWEI TECHNOLOGIES CO., LTD.

Security Level:

Operation Proposal of AMS

TMOTechnical ManagementOffice

AMS Delivery & Operations Dept


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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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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



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


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 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


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


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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tmo operation guidance proposal v1.0

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