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Operation Proposal of AMS TMOTechnical Management Office


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AMS Delivery & Operations Dept

HUAWEI TECHNOLOGIES CO., LTD.

Contents
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

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 multiproducts, 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 Proposal


Headquarter TMO: Define TMO key value and responsibilities, support Regional
office 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 service outage 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 technical competency 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 Organization Structure(Suggest)


TMO Leader Core Network experts Wireless experts Network experts RF experts A&S experts Supporting experts

Product Experts

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 above TMO members: 1. Come from product maintenance experts, network CTO/TD or engineering TD; 2. Competency & Qualification require 2-Level or above.

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 3Level or above.

3. Supporting experts are not must included.


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TMO Operation
Representative Office TMO
Accident Recovery
Once the critical accident happen, TMO organize related experts to make fast recovery and troubleshooting

Regional Office TMO


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

Accident Analysis
Organize accident trace back, analyze the root cause of accident, and summarize the experience

Major problem management Important change solution review Case and experience sharing
Share the experience from the case of critical accident, major problem, and network adjust solution.

Support the TMO building of key representative office Case and experience share
Organize the case experience share in regional

Staff competence improvement


Train representative office maintenance TD Deliver the training of related knowledge to representative office

Staff competence improvement Make the office staff competence map and the technical improvement plan Organize training

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
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Representative Office TMO organization appraisal relationshipsuggest


Professional servicce minister /or AMS manager Regional Office TMO leader Headquarter Solusion Maint Dept

TMO leader

Headquarter TMO

XX product expert

XX product expert

XX product expert

Appraisal relation

Appraisal advice relation

assist relation

TMO organization inner assessment relationship


TMO 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 description
Precaution & complaint issues handling in ITR issues escalation Multi-Product issues handling emergent accident recovery emergent accident handling

recommended frequency
triggered by event

work description and guide


organize the TMO team to build issue handling group with R&D so as to solve the issue as soonest.
organize the TMO members to analyze and handle multi-products issues establish the team to recover the accident after accident occurred 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 to regional office and HQ.

Key Issues Management

triggered by event

triggered by event

accident analysis

analyze the accident and summarize the experience triggered by event and lessons

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The Prescriptive Action and Implementation Guidance of Representative Office TMO


type actions description review the change of scheme make the emergency plan for key network and practice it recommended frequency triggered by event work description and guide review the technical scheme of important network adjustment(which affect the core net element, for example MSC/BSC/transmission backbone node) and software upgrade review the emergency plan hold the 2-week meeting to share the cases among the team of key networks in order to avoid accident reoccurring and repeating scheme audit 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 products training to improve the analysis ability of multi-product based on the service delivery situation

scheme review

6 months

share the experience from cases

share the experience from major accident, issues and 2 weeks network adjust scheme make the human resource competency map of Every quarter maintenance staffs and skill promotion plan organize the training of products and coach the every month skill of trans-product

staff skill promotion

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The Prescriptive Action and Implementation Guidance of Regional Office TMO


type

actions description

recommended frequency

work description and guide

analyze the cause of accident, especially focus on Critical accident accident handling procedure, compulsory actions analysis and every month obedience, staff skill, product performance. management summarize the experience and lessons to share in regional office trace the progress of ITR issues escalation or major major issue complaint issues handling, support the 2 weeks representative office with experts and issues network security management handling audit the change of accept the request of major network change triggered by event scheme scheme review in representative office arrange the experts to support assurance service key event triggered by event according to key event assurance request of assurance representative office support the representative know the difficulties of representative office TMO operation of office TMO every month operation and provide support through routine representative operation communication office TMO

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The Prescriptive Action and Implementation Guidance of Regional Office TMO


type
share the cases experience

actions description

recommended frequency

work description and guide


collect the cases of major accident and issues and scheme review and share in regional office 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 products training to improve the analysis ability of multi-product based on the maintenance service delivery situation

share the experience of critical accident, issues, 2 weeks solution review culture of maintenance TD/CTO in every quarter representative office organize the training of products and Train the every month skill of multi-product

staff skill promotion

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Thank you
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