Network and Service Monitoring and Performance and Quality Management System

1. NETWORK AND SERVICE MONITORING AND PERFORMANCE AND QUALITY MANAGEMENT SYSTEMS VS E-TOM

According to the Telecommunication Process Map recommended by Tele Management FORUM (E-TOM), Network and Service Monitoring and Performance and Quality Management System is an Application Tool to support Process of Service Quality Management (SQM) and Resources Performance Management (RPM), both process are a part of the Service and Network (Resources) Assurance Process of the Operation Assurance Process Of Telecommunication Business Process.

Network and Service Monitoring and Performance and Quality Management System Tool will directly Improve the SQM and RQM Process , other Service and Resources (Network) Assurance Processes such as ; Service Problem Management, Resources Trouble Management and Data Collection & Processing and also improve all Related Process in the Operation Assurance Process such as ; Service Problem Handling, Resources Trouble Management, Resources Data Collection & Processing, and other Operation Assurance Process in the field of Customer Relationship Management (CRM) such as; Customer Interface Management, Retention and Loyality, Problem Handling, and Customer Qos/SLA management.

At the end, the Implementation of Network and Service Monitoring and Performance and Quality Management System will improve the Telecommunication Business Values significantly. Detail E-TOM process related to this project is indicated bellows.

To Assure that the Telecommunication Services dellivered as required by the Customer , the Operation Assurance Process should be consist of Processes ;

o Assurance of Customer Relationship Management (CRM) o Assurance of Service Management and Operation (SMO) o Assurance of Resource Management and Operation (RMO) o Assurance of Supplier and or Partner Management (S/PRM)

, all the above process will assure for good quality of the Telecommunication Services.

Assurance of Customer Relationship Management (CRM) consist of Process:

o Customer Interface Management

- Manage Contact- Manage Request ( Including it shelf)- Analyze & Report on Customer- Mediate & Orchestrate Customer Interaction

o Retention and Loyality

- Establish & Terminate Customer Relationship- Build Customer Insight- Analyze and Manage Customer Risk- Personelize Customer Profile for Retention

and Loyality- Validate Customer Satisfaction

Output : - Customer Satisfaction Index- Total Quality Customer

Output : - Total Churn Customer

o Problem Handling

- Isolate Problem and Initiate Resolution- Report Problem- Track and Manage Problem- Close Problem

o Customer Qos and SLA Management

- Access Customer Qos/SLA Performance- Manage Qos /SLA Violation- Manage Reporting

Assurance of Service Management and Operation (SMO) consist of Process;

o Service Problem Management

- Evaluate & Quality Problem- Diagnoses Problem- Plan & Assign Resolution- Track & Manage Resolution- Close & Report

o Service Quality Management

- Monitor Service Quality- Analyze Service Quality- Improve Service- Indentify & Report Service Constraints

Assurance of Resource Management and Operation (RMO) consist of Process;

o Resource Trouble Management

- Survey & Analyze Resource Trouble - Localize Resource Trouble- Track and Manage Resource Trouble- Close Resource Trouble

Ouput: - Time To Response

Output: - Time To close the Qos and SLA

waive

Output: - Service Mean Time To Repair

(MTTR)- Service Problem Status

Output:- Service Quality Growth- Service Quality Status

Output: - Resource Mean Time To Repair

(MTTR) - Resource Trouble Status

o Resource Performance Management

- Monitoring Resource Performance- Analyze Resources Performance- Control Resources Performance- Report Resources Performance

o Resource Data Collection and Processing

- Collect Resource Data- Process Resource Data- Report Resource Data- Audit Resource Usage Data

Assurance of Supplier and or Partner Management (S/PRM) consist of Process:

o S/P Problem Reporting and Management

- Report Problem to S/P- Receive & Notify Problem from S/P- Manage S/P Problem Resolution

o S/P Performance Management

- Monitor & Control Service Performance- Restore S/P Service Performance- Monitor S/P Performance

o Supplier/Partner Interface Management

- Manage S/P Request ( including Self Service )- Analyze & Report S/P Interactions- Mediate & Orchestrate S/P Interactions

2. KEY PERFORMANCE INDICATOR (KPI) AS A KEY PARAMETER TO BE MONITORED AND CONTROLED

Network and Service Monitoring and Performance and Quality Management Systems is an Application Tool to support the SQM and RPM activities which have a function of ;

o Monitoring Network and Service Performance o Performance and Quality Management

Ouput: - Resource Performance Growth- Resources Performance Status

Output:- Data Completeness- % of Validated Data- Data Status and Availability

Output:- Accuracy Report- Time to Resolve the Problem

Output:- S/P Performance Growth - S/P Performance Status

Output:- S/P Satisfaction Index- Total Quality S/P

To assure that Service and Network is operate properly , controlling key performance parameter of Services and Network Quality and Performance Process (Key Performance Indicator) at all level, is needed.

Network and Service Monitoring and Performance and Quality Management Systems is working by monitor and manage the KPIs, the systems have capability for ; Service and Network Modeling, Service and Network Monitoring, Drill Down Analysis, Service and Network Analysis, and finally dispatch or deliver the recommendation to all process related.

The Key Performance (KPI) and Key Quality Indicator (KQI) of Service and Network (Resources) Quality as an final objective of the SQM and RPM Process which impact to the business values, as follows ;

Successful of the Service Quality Management (SQM) and Resource Performance Management (RPM) Process supported by Network and Service Monitoring and Performance and Quality Management System, will increase all the above KPI and KQI and finally increase the business values such as Revenue (Economic Value Added) and Customer Satisfaction (Customer Value Added) significantly.

3. SERVICE AND NETWORK QUALITY ASSURANCE PROCESS EMPOWERMENT

To increase the Quality of Telecommunication Network and Services, the Service and Network Quality Assurance Process should be empowered. The related Process Map of Service and Network Quality Assurance as follows.