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.

eTOM Business Process Framework Level-1 Processes

Customer Strategy, Infrastructure & Product
Strategy & Commit Infrastructure Lifecycle Management Product Lifecycle Management

Operations
Operation Support & Readiness Fulfillment Assurance Billing

Marketing & Offer Management Service Development & Management

Customer Relationship Management Service Management & Operation (SMO)

Resources Development & Management (Application, Computing and Network)

Resources Management & Operation (RMO) (Application, Computing and Network)

Supply Chain Development & Management

Supply/Partner Relationship Management

Enterprise management
Strategic & Enterprise Planning Enterprise Risk Management Enterprise Effective-ness Management Knowledge & Re-search Management

Financial & Asset Management

Stakeholder & External Relationship Management

Human Resources Management

eTOM Business Process Framework Level-2 . Operation Process Decomposition

OPERATION SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING

Customer Interface Management Retention and Loyalty

CRM

CRM Support & Readiness

Marketing Fulfillment Response Selling Order Handling

Problem Handling Customer QoS/SLA Management Service Problem Management Service Quality Management Management (SQM)

Billing & Collection Management

SM&O

SM&O Support and Readiness

Service Configuration & Activation

Service & Specific Instance Rating

RM&O

RM&O Support and Readiness

Resource Provisioning

Resource Trouble Management

Resource Performance Management (RPM)

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

S/PRM Support and Readiness

Supplier/Partner Interface Management

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

Output : - Total Churn Customer

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

Ouput: - Time To Response

Customer Qos and SLA Management Access Customer Qos/SLA Performance Manage Qos /SLA Violation Manage Reporting

Output: - Time To close the Qos and SLA waive

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
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

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
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

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
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.

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 o

Monitoring Network and Service Performance Performance and Quality Management

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.

PT. NATRINDO TELEPON SELULAR

REFERENSI NOMOR OWNER ISSUED DATE REVISI NOMOR

1 KADIV / DEPUTI MARCH, 5, 2011 01

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

7 1.2 Data infooperasional (alat prod. & prod. jasa) 3

Dimention plan, Configuration plan Statistical Report Of Resources Trouble Produksi traffik, Call data recodrding Data traffik, Data dimensi & konfig. existing, Network quality.

10 Customer Interface Management 1

Customer Interface Management

Service Problem Management

Pemenuhan produk Retention and Loyalty

Retention and Loyalty

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

Call seizure (POTS), Work Order PSB/Claim, Informasi produk

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

S/P Problem Reporting & Management

S/P Problem Reporting & Management

S/P Performance Management

Permintaan produk 5 Kebijakan pricing, Kebijakan parameter YAN MAS, Market plan, Market strategy

Rekomendasi peningkatan performansi produksi Kelemahan produk (potensi fraud)

S/P Performance Management

12

11

Supplier/Partner Interface Management

Fraud (koreksi dan preventive)

Supplier/Partner Interface Management

Permintaan produk

Customer QoS/SLA Management

Regulasi & tarif

Customer QoS/SLA Management

Core Process
1.10 1.8 1.12

People Satis. Status 1.6

Financial Perf. Status 1.7

User 's Satis.Status

Manajemen SDM
Kompetensi, Produktifitas SDM
SM SDM

Manajemen KUG Control FVA Maksimal

SM KUG

Manajemen Logistik QCDS

GM SAS SM UMUM M. HUKUM

Support Process