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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.
Operations
Operation Support & Readiness Fulfillment Assurance Billing
Enterprise management
Strategic & Enterprise Planning Enterprise Risk Management Enterprise Effective-ness Management Knowledge & Re-search Management
CRM
Problem Handling Customer QoS/SLA Management Service Problem Management Service Quality Management Management (SQM)
SM&O
RM&O
Resource Provisioning
SERVICE QUALITY MANAGEMENT SYSTEM SUPPORTED BY NETWORK AND SERVICE MONITORING AND PERFORMANCE AND QUALITY MANAGEMENT SYSTEM
Resource Data Collection & Processing S/P Requisition Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management
S/PRM
To Assure that the Telecommunication Services dellivered as required by the Customer , the Operation Assurance Process should be consist of Processes ;
o o o o
Assurance of Customer Relationship Management (CRM) Assurance of Service Management and Operation (SMO) Assurance of Resource Management and Operation (RMO) 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
Output : - Customer Satisfaction Index - Total Quality Customer
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
Problem Handling Isolate Problem and Initiate Resolution Report Problem Track and Manage Problem Close Problem
Customer Qos and SLA Management Access Customer Qos/SLA Performance Manage Qos /SLA Violation Manage Reporting
Service Problem Management Evaluate & Quality Problem Diagnoses Problem Plan & Assign Resolution Track & Manage Resolution Close & Report
Output: - Service Mean Time To Repair (MTTR) - Service Problem Status
Service Quality Management Monitor Service Quality Analyze Service Quality Improve Service Indentify & Report Service Constraints
Output: - Service Quality Growth - Service Quality Status
Resource Trouble Management Survey & Analyze Resource Trouble Localize Resource Trouble Track and Manage Resource Trouble Close Resource Trouble
Output: - Resource Mean Time To Repair (MTTR) - Resource Trouble Status
Resource Performance Management Monitoring Resource Performance Analyze Resources Performance Control Resources Performance Report Resources Performance
Ouput: - Resource Performance Growth - Resources Performance Status
Resource Data Collection and Processing Collect Resource Data Process Resource Data Report Resource Data Audit Resource Usage Data
Output: - Data Completeness - % of Validated Data - Data Status and Availability
S/P Problem Reporting and Management Report Problem to S/P Receive & Notify Problem from S/P Manage S/P Problem Resolution
Output: - Accuracy Report - Time to Resolve the Problem
S/P Performance Management Monitor & Control Service Performance Restore S/P Service Performance Monitor S/P Performance
Output: - S/P Performance Growth - S/P Performance Status
Supplier/Partner Interface Management Manage S/P Request ( including Self Service ) Analyze & Report S/P Interactions Mediate & Orchestrate S/P Interactions
Output: - S/P Satisfaction Index - Total Quality S/P
2.
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 o
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.
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.
AXIS
MAP PROCESS OF SERVICE AND NETWORK QUALITY ASSURANCE MANAGEMENT Key Indicator : Service and Network Quality Growth ( Level 0)
Kap. alat produksi, Pran. Bang N/W, Pran. Bang Produk 1 1.3 Data traffik, Data dimensi & konfig. existing, Network quality. 9 Market demand, Prod. Life Cycle, Produk terjual (sst) 8 Permintaan produk Realisasi produksi (Rp), Info tunggakan Fraud (korektif & preventive) Revenue Growth 6 SM BANG 10 Dimention plan, Configuration plan 7 10 Resources Trouble Management Network Availability SM PERF. 4 5 12
Dimention plan, Configuration plan Statistical Report Of Resources Trouble Produksi traffik, Call data recodrding Data traffik, Data dimensi & konfig. existing, Network quality.
Call answered (POTS), Delivery service, Kapasitas siap jual, Network quality 9
1.1 Service Quality Management Prod. & Market Growth, Cust. satisfaction (%) SM NIAGA Customer retention
Problem Handling
Voice of customer
1.1 Service Quality Management Prod. & Market Growth, Cust. satisfaction (%) SM NIAGA
Problem Handling
11
1 Realisasi produksi (Rp) 4 1.5 1 Market demand Resources Performance Management Effektifitas Pengendalian (% Growth Perf.) SM PERF. 1.4 Data Collection & Report 7 4 Akurasi dan Timeliness Produksi traffik, Call data recording 5 GM SISFO Realisasi produksi (Rp) 4
Permintaan produk 5 Kebijakan pricing, Kebijakan parameter YAN MAS, Market plan, Market strategy
12
11
Permintaan produk
Core Process
1.10 1.8 1.12
Manajemen SDM
Kompetensi, Produktifitas SDM
SM SDM
Support Process