The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session
Global Supervision Team world trade center corporate communication, final v1.0 page 1 Site Intervention Procedure General Awareness Session By Michael Ghattas BSS & IS Supervision Team manager Service Management Global Supervision Network Operations & Maintenance Division Technology Department
World Trade Centre
Mobinil, The Egyptian Company for Mobile Services
Feb 14 th 2008 The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 2 Agenda Introduction to Service Management Function
Supervision Team Objectives & Scope of work
Intervention Guide Lines
Frequent Repeated Mistakes
Preventive Actions
The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 3 Our Function Service Management We are trying to implement the Service Management Approach towards achieving Operation Excellence The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 4 Business Quality Assurance Services Availability Customers / Employees Satisfaction Business Continuity Maintain / Control N/W Health Supervision Dept. Targets Share Holders Employees Customers Community To be the leading mobile service provider in Egypt, providing the best quality service for our customers, the best working environment for our employees, top value for our shareholders, and proudly contributing to the development of our community. The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 5 Objectives Build ,develop and deliver KPIs reports to support top management in decision making. Managing / controlling the production actions done by other entities Suppliers / subcontractors and internal teams. Maintain technology services performance through handling all received alarms with reference to Supervision process. Ensure proper incidents / trouble ticket management and having integrated view for all technology services chains The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 6 Global Work Flow Process Of Network Supervision Supervision Detection Informing Calls/Complaint System Alarms OP Reports KPIs Reports INPUT HIGH LEVEL PROCESS OUTPUT Ensure Service Availability and Excellence Operational Performance 7 1 6 5 4 3 2 The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 7 Intervention Guidelines The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 8 Objective The aim of this guide line is to :-
1) Avoid / Minimize any penalties might be applied on the suppliers./ subcontractors due to misunderstanding or violating Mobinil rules
The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 9 Why should I call the OMC before entering a site? .. Is it essential ?! Why ? The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 10 How ? The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 11 The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 12 When ? As soon as you open the door , An alarm is generated & appeared on the OMC Motorola ALCATEL The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 13 If no one called the OMC about the site with the door alarm, The security team will be informed The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 14 Security will take the right action Site Guard Calling Police To prevent site from being stolen. The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 15 If some one found working and didnt call the OMC , The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 16 A penalty will be applied on the working team Supplier or subcontractor 10,000 L.E The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 17 Frequent Repeated Mistakes The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 18 1-Calling OMC after entering the site by more than 5 min. The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 19 Or Calling the OMC before entering the site by long time. while driving The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 20 Correct action :- Call the OMC hotline 5 min from site entrance The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 21 2 Select Wrong OMC hotline Option.
I.e (call Motorola for Alcatel sites and visa verse) The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 22 Correct action :- Ensure choosing the correct option The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 23 3 working in the generator of the site or in the MW tower outside the shelter without calling the OMC. The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 24 Correct action :- Ensure calling supervision Hotline On time to record the site visit and mission objective and to avoid any extra effort by sending intervention request in case of any alarm appeared based on the above mission. The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 25 4- You have long job in the site will take more than 3 hours and dont tell the OMC by the estimated time The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 26 Correct action :- Update the OMC every 3 hours that you still working in the site to avoid any illegal intervention The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 27 4- Calling OMC hotline & found it busy Then entering the site 5- Calling OMC hotline & hear riming tone but no Answer Then entering the site 6- Calling TM & no Answer Then entering the site Should escalate to Supervision T.L Should try 3 times as per the process Should Escalate to Supervision Mgr or Maintenance T.L The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 28 Supervision Preventive actions In case of any PABX or IVR planned outage might affect the Supervision Hotline, E mail notification will be sent by supervision T.L to the concerning Suppliers / Subcontractors stating the date/time and duration of outage including the phone numbers of supervision staff in the shift during the outage time.
Incase of sudden Unplanned Outage might affect the supervision hotline , supervision T.L will send E mail notification or via phone within 30 min from starting time to notify the Supplier/Subcontractors main offices about such failure and arranging with them the best methodology for handling this situation. The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 29 Useful Number /Guide Supervision BSS ALCATEL Hotline 012 3200300 option 1
Supervision Team Manager MOT Area Michael Ghattas 012 2446076
Supervision Team Manager ALCATEL Area Sameh Bayoumi 012 2402968
Supervision Manager Ayman El Gazar 012 3117973
On Air Site Intervention procedure Mobinil / Process Contract Team NR.NOM.PRD04.V.1.1
The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session Global Supervision Team world trade center corporate communication, final v1.0 page 30 We still growing up There is no limit for success, whenever you are whatever you achieved , there is always some thing better This is our mission towards reaching Operation Excellence.