detailed processes v1.0

8/6/2019 Detailed Processes V1.0

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2/12

GenSet Preventive Maintenance Process

Contractor

SiteTechnician

Order Contractorto Repair

Change & Report

NO

Does it Have OilLeak?

NO

Notify NOCprior to

access site

CompleteGenSet

Status OK?

Carry outRepair Work

NotNormal

YES

Send RepairReport

YES

OrderContractor forRepair Work

NotifyNOC priorto leavethe site

CheckGenSetPhysicalCondition

Does it need OilChange?

CheckGenSet

Hours Meter

CheckGenSet Fuel

Meter

Does it need Fuel

Does it need NewOil Filter?

Does it need AirFilter?

Does it makeNoise?

NO

YES

YES

NO

FuelConsumption

Rate?

Normal

RecordSparesUsage

Notify FuellingCompany

YES

NO

YES

NO

NO


3/12

Preventive Maintenance Plan Process

Customer

PeopleLogic

To BeAmended

Approved

To change

Issue WOfor any

SM

YES

NotifyNOC priorto leave

the site

PM MonthlySchedule

Carry outCorrective

Work

Carry outPM Work

Complete

Weekly Report:- Completion to FO- Update ScheduleActual Dates

NO

Satisfy CustomerRequirements

NO

OK?

PM Report &Required Actions

Approve

PM Plan

YES

Monthly PreventiveMaintenance

Schedule

YES

Notify NOCprior to

access site

NO

Preventive MaintenancePlan

SiteTechnicians

OMC

Front

Office

Send PM WeeklyReport & Schedule

Update to OMC


4/12

Corrective Maintenance Process

S

iteTechnician

ZONG

Telecom Site

Alarm

Ask forPermission

Check withNOC

every 30 Mins

OMC

FrontOffice

SiteTechnic

ians

MTTA MTTR

Close TT

Create TT

AutomaticProcess

- Close TT (Use standard

RCA description)- Send RCA Report to ZONG,TL, and FOPS Mgr.

FOPSManager

RegionalCTO

Check if it wasclosed asControllable orUnConctrollable,

discuss with OMCand if notchanged report toNOC TL

CountryManager

NO

SMS/Email /

Call toinvolved

Parties

ST

YES

Acknowledge

Closing TT

Fix the

Problem

Despatch SiteTech in Parallel

with Pre-Troubleshooting

Security

Guard /Supervisor

On Duty

PLC OPSDirector

SMS to

involved

Parties

- Acknowledge TT- Complete Initialtroubleshooting

procedure- Check Severity- Assign work

FOPSManager

YES

OPSDirector

SolvedRoot-Cause

Report

Assign to

SLM /Contractor

NO

- Quality related issue (Noise, Block

TRX, rredundancy for PWR/TRX)- Expansions,- Battery Bank replacement

YES

Problem

Fixed withintime?

Can be solvedby NOC?

NO

Network Management System / Trouble Ticketing System

Needs SLM orContractor?


5/12

Internal Escalation Process

FOPS

RTL

NOC

Telecom Site

Check withNOC

every 30 Mins

Despatch SiteTech in Parallel

with Pre-Troubleshooting

- Acknowledge TT- Complete Initialtroubleshootingprocedure- Check Severity- Assign work

Can be solvedby NOC?

On Duty

Problem notsolved within

SLA?

FirstEscalation:Call and sendSMS to TL

Check withTL

every 30 Mins

Check withRTL

every 30 Mins

SecondEscalation:Call and sendSMS to RTL

Check with

FOPS Mgrevery 30 Mins

SecondEscalation:Call and sendSMS to RTL

FLMT

ech

Management

TL

First Escalation:TL has to work closelywith Site Tech, if needsto go on site too

Timeline:- 2 hours for P1- 3 hours for P2- 5 hours for P3

Timeline:- 2 1/2 hours for P1

- 4 hours for P2- 6 hours for P3

Timeline:- 3 hours for P1- 5 hours for P2- 7 hours for P3

Second Escalation:RTL has to work closelywith TL & Site Tech, ifneeds to go on site too

Third Escalation:FOPS Mgr has to workclosely with RTL, TL &Site Tech


6/12

Repair and Return Process

PLC

ZON

G

FoundFaulty

Hardware

CreateFault

Report

Check forPhysicalDamage

CompareS/N

Store IssueRequisition

SIR

GoodsReceived Note

GRN

Avail in RegionWarehouse?

Avail in Other RegionWarehouse?

Avail in Other Site?

- Obtain FOPSManager Approval

- Replace faulty HW

StartEscalation

PROC

SIR

GRN

FaultReport

PROC?

NO

YES

NO

YES

NO

YES

ProvideSpares

Network Management System / Trouble Ticketing System

Alarm

- Acknowledge TT- Check Severity

- Assign work

Despatch Site

Tech

SMS toinvolved

Parties

Create TT

Send dispatch

request (Call)


7/12

Consumables Process

PeopleLogic

Zon

g

QualityManager

Coordinator

SiteTech

Procurement

Document all

Materials inDatabase

Meet QARequirements?

Archive

Update

Materials inDatabase List

Site Needs:- Oil Change- Oil Filter- Air FilterEtc ...

ReplacementReport

HandoverLimitedQuantity

Check:- Serial No- Replaced Item

- Site Requirement

Deliver Reportalong withreplacedmaterials

Inspect Sites

Weekly ReplacedMaterial Report

Accurate

DetailedReplacement

Report

Ask forMore Details

Accept?

UpdateReplacementMaterial List

MaterialOrder

Deliver Used& Order Monthly

Replacement

Anti-ThievingProcedure

Yes

NoYes

No Yes

No


8/12

Call Quality Test CQT Process

P

LC

ZONG

C

OPS&RAN

OMC

FOPS

Create List of

Sites to Check

Initiate aRequest for

CQT

Create CQT

Schedule

OK?

Deploy CQTMake a Callfor 45 Sec.

Wait 15 Sec.Repeat lasttwo steps 10

times

Record- RX & CID- Fill in theCQT Form

Rx


9/12

Site Handover Process

PLC

ZONG


10/12

GenSet Refuelling Process

ZONG

Contractor

Contractor withthe lorry in GasStation to fill uphis Lorry beforeset-off to sites

Driver

PLC

B

ackOffice

QA

Define InitialConsumption Plan

and RequiredQuantity per Site,Considering Due

Dates

Daily Path withSite Attendance

Approx Time

Is ThereExceptional

Site

ProvideSpecialCases

ReviseFuelling

Plan

Fill GenSet Tank

DeployFuelling

Plan

- Call Back Office- Report Qty / Time

Check & Record:

- Tank Indicator- Time Counter- Take Sample Fuel& Label it

Call BO & Report:- Tank Status- Time Counter- Keep Sample Fuelin Special Store

G

enSetTech

DispatchGenSet Techor Logistics

Coord.- Insert data in DB- Report to ZONG- Reconciliation Report

Update FuellingInformation

Logistics Techin Gas Stationwith Contractor

to swipe thePSO Card

Take Sample ofthe Fuel

ZONGhelpdesk on

call


11/12

Operations Reporting System

PLC

Shift HOReport

WOReport

RCAReport

HourlyReport

NOCEngineer

Legend

Internal Report

Customer Report

DailyReport

WeeklyReport

MonthlyReport

Emergen

cyReport

NOC TL

WeeklyReport

MonthlyReport

QC

Daily

Report

PM

Schedule

Monthly

ReportRTL

WeeklyReport

Emergency

Report

TL

CustomerInspection

Report

Emergency

Report

ADM-PWR

WeeklyInventory

Report

VehicleMangmtReport

ElectricBill

Report

ConsumablesReport

CustomerManagement

FOPSManagement

FLM MonthlyReport


12/12

detailed processes v1.0

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