Awareness of Illegal Interventions

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 14th 2008


Agenda

• Introduction to Service Management Function

• Supervision Team Objectives & Scope of work

• Intervention Guide Lines

• Frequent Repeated Mistakes

• Preventive Actions


Our Function “Service Management”

We are trying to implement the Service Management Approach towards achieving Operation Excellence


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.


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


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


Intervention Guidelines


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

2)Maintain better Mobinil N/W “Mainly BSCs & Sites” security and minimize / prevent robbery trials


Why should I call the OMC

before entering a site?

………….. Is it essential ?!

Why ?


How ?



When ?

As soon as you open the door , An alarm is generated & appeared

on the OMC

Motorola

ALCATEL


If no one called the OMC about the site with the door alarm,

The security team will be informed


Security will take the right

action

Site Guard Calling Police

To prevent site from being stolen.


If some one found working and didn’t

call the OMC ,


A penalty will be applied on the working

team “Supplier or subcontractor”

≈10,000 L.E


Frequent Repeated Mistakes


1-Calling OMC after entering the site by more than

5 min.


Or Calling the OMC before entering the site by long time. “while driving”


Correct action :- Call the OMC hotline ± 5 min from site

entrance


2 – Select Wrong OMC hotline Option.

I.e (call Motorola for Alcatel sites and visa verse)


Correct action :- Ensure choosing the correct option


3 – working in the generator of the site or in the MW tower “outside the shelter” without

calling the OMC.


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.


4- You have long job in the site will take more than 3

hours and don’t tell the OMC by the estimated time


Correct action :- Update the OMC every 3 hours that you

still working in the site to avoid any illegal intervention


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


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 number’s 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.


Useful Number /Guide

• Supervision BSS ALCATEL Hotline • 012 3200300 option 1

• Supervision BSS Motorola Hotline • 0123200300 option 2

• 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


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.

Documents

Awareness of Illegal Interventions