CNFO OPERATING MODEL - Solidariteit Telkom

Report
Core Network Field Operations
Operating Model
Company Forum
06 Feb 2013
CNFO OPERATING MODEL
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CNFO OPERATING MODEL
Core Network Field Operations
Terrestrial Operations
Satellite Operations
Submarine Cable Operations
Maritime Operations
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CNFO OPERATING MODEL
Content
1. CNFO Core Purpose
2. Alignment with ETOM
3. Core Network Field Operations divisions
a)
b)
c)
d)
Terrestrial Operations
Submarine cable Operations
Satellite Operations
Maritime Operations
4. Key Drivers / Guiding Principles
5. Gap Analyses
6. Change Strategy
7. Regional Administration and Support
8. Consolidated Support Functions
9. Q & A
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CORE NETWORK FIELD OPERATIONS (CNFO)
CNFO Core Purpose
In CNFO our core purpose is to Create a High Performance Customer Centric Caring
Culture Delivering Service
CNFO Function
To ensuring the maintenance, installation and improvement of the core, complex, high
speed network in Telkom, maritime, undersea cable, radio and earth station divisions in the
company”
Purpose of the Operating Model
The purpose of the operating model is to ensure the optimal deployment & management of
people resources, standardise, regroup, refocus, and realign the functions within CNFO
with a minimum disruption to operations and impact on people.
From a company perspective, we are realigned to ETOM and ITIL model
• Operating Model will ensure alignment within NCO based on the centre strategy
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CNFO OPERATING MODEL
Telkom’s operations aligns with the ITIL and eTOM model
The graphic representation of an eTOM model consists of rows and columns, the intersections of which
denote specific business processes.
eTOM processes fall into three broad sections: "Strategy, Infrastructure & Product", "Operations", and
"Enterprise Management", as shown in the following diagram
CNFO operates primarily within the Resource Management & Operations layer
NCO
CNFO
eTOM model
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CNFO OPERATING MODEL
Within Core Network Field Operations there are four (4) key areas of operations namely
•
•
•
•
Terrestrial Operations
Submarine Operations
Satellite Operations
Maritime Operations
Operational Interface touch points
•
Terrestrial operations primarily interfaces the centres (ISD, CNOM, SSC) and secondary
interfaces the regional based services organisations (NIP / NFS etc)
•
Maritime Operations primarily interfaces with shipping community and from an
organisational point of view SAMSA, ICASA, DOT, and ATNS
•
Submarine Cable Operations primarily interfaces submarine cable landing parties, centre
(INOC) , Global Capacity Business including Submarine cable consortiums
•
Satellite Operations primarily interfaces with centre (INOC)
National Logistic and Support functions supports the business across the patches and is key
in terms of network reliability and field support
HR & Finance Business Partners supports CNFO nationally with regional presence
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CNFO OPERATING MODEL
Core Network Field Operations
Terrestrial
Operations
Submarine
Cable
Operations
Maritime
Operations
National Logistic and Support
National Spares and SHE Support
Business Partners – HR and Finance
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Satellite
Operations
CNFO OPERATING MODEL
Mapping of functional areas across regional domains
Operational Function
NER
GCR
CR
ER
Antoinette
Stopford
Gabriel
Ramosolo
Jay Ramlal
SR
WR
Terrestrial Operations
Submarine Cable
Operations
Satellite Operations
Maritime Operations
Regional Senior Manager
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John Thomas
FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS
Terrestrial Operations are based on a patch concept and areas are assigned to ops managers with MDF
and dispatchable staff in line with the Tiered Model i.e. Tier 0 supported by RTS
Staff within the patch are multi-skilled in terms of the technology deployed i.e. transmission, data,
microwave switching etc.
The greater portion of CNFO staff operates within the Terrestrial Operations, where the bulk of the staff are
dispatchable using Advantex while a small component is non-dispatchable with workflow either by
Webforce, Unibase or telephonically
Field Operations
(wall-to-wall)
MDF
Regional Alarm Platform Support
Regional Technical Support
DC Power
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Quality
Acceptance
FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS
Terrestrial operations can be segmented into two types of field operations namely Rural / Deep Rural
and Urban operations
Urban
- High
concentration of
activities
- High impact on
NG NEC
Network growth
significant
Rural
Low concentration
of activities and
teledensity
High diversity of
legacy technologies
Deep Rural
Low volumes, long travel
distances and slower pace
of network transformation
Skills mix will significantly change in the urban areas as a result of the NG NEC roll-out where staff in
these areas of the business will become more IP centric
Staff deployed in the Rural areas will continue to focus on the legacy networks with pockets of NG NEC
areas
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FUNCTIONAL DOMAIN – TERRESTRIAL OPERATIONS
Specialised functions within Terrestrial Operations
• DC Power
• Mast and
Tower
DC power ATP and
Quality Acceptance
DC power
maintenance
Within these section
some staff are
certified to sign the
COC
Support field operations
‘
Manage” the network in
conjunction with the NOC
Integrate new technology
• Regional
Technical
Support
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Specialised training
and climbing skills are
required to maintain
microwave and radio
systems
Within the rural
environment it is
essential
Attend to element
communication
failures, assist with
system back-up
Assist the NOC with
mapping of element
on NE Servers
Assist Field staff with
fault analysis.
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• Regional
Alarm
Platform
Support
FUNCTIONAL DOMAIN – SUBMARINE CABLE OPERATIONS
Submarine Cable Operations deals with the maintenance and operations of the submarine cable
connecting South Africa with the rest of world via SAT3/WASC/SAFE, WACS and EASSY systems
Submarine Cable
Maintenance
Submarine Network
Operations Centres
Submarine Cable Depot
This operations deals with operators
outside the countries that are linked to
the submarine cable and the traffic
associated with it
Telkom SA performs the Submarine
Network Operation centre (SNOC)
functions for the SAT-3/WASC/SAFE
and EASSy systems.
Cable Depot operations deals with the
management of the depot operations
for the various consortiums i.e.
warehousing of subsea cable and
equipment
The cable landing stations are located
at Mtunzini in the Eastern Region,
Melkbosstrand and Yzerfontein in the
Western Region
The operations centre manages the
traffic and provides technical support
to all submarine cable landings linked
to the systems
The consortiums that use Telkom’s
cable depot facilities SAT3WASC/SAFE ; SEACOM ; ADONIS ;
LION ; EASSY; WACS
Staff are required to work shifts to ensure 24 x 7 operations at Melkbosstrand while the other landing
stations operate normal hours and perform call-out afterhours
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FUNCTIONAL DOMAIN – SATELLITE OPERATIONS
Hartebeesthoek performs support for all satellite communications and related equipment to ensure
the maximum reliability and availability of services.
Standard International Satellite
Services (SISS)
The SISS staff is responsible for all non
VSAT services including maintenance of
the satellite transmission platform for the
VSAT network, power and environmental
infrastructure.
Very Small Aperture services (VSAT)
The VSAT staff is responsible for all the
VSAT platforms and their functioning as
well as maintenance or any other related
operations required.
All the VSAT activations is done from
Hartebeesthoek.
If requested assists with assurance
support and network analyses.
Changing dynamics in services and new technology from voice and data into a NGN IP solution
within the Satellite operations requires the need to review the current operations to understand and
align the new functions with the Operating Model.
Staff are required to work shifts to ensure 24 x 7 operations including after-hours call-out
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FUNCTIONAL DOMAIN – MARITIME OPERATIONS
Maritime Operations can be segmented into two types of operations namely Maritime
Radio Operators and Maritime Technical Operations
Maritime Radio Operations
Maritime Technical Operations
Operator assisted Radio Telephone calls
Responsible for the maintaining the main
controlling station and standby HF receiver site
at Cape Town Radio
Automated telephone calls (Autolink)
Maintains thirty six (36) MF and VHF remote sites
along the coast including remote main HF
receiving site in Yzerfontein
Email over HF radio
Maintains the High Frequency high power
transmitting station in Klipheuwel
Safety Of Life at Sea Services (SOLAS) –
contractual obligation with NDOT
Radio transmitters and receivers located along
the coast in Eastern and South Region are
maintained by the regions
Staff are required to work shifts to ensure 24 x 7
operations and is based in Milnerton Cape Town
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CNFO OPERATING MODEL - Key Driver / Guiding Principles
01 – Network Management
02 - Service Delivery
03 - Resource Management
Ensuring alignment to centre strategy
fundamentals and e-TOM
Meet CNFO value chain targets
Defining Functions with Relevant JD’s
for Dispatchable vs. Non-dispatchable
staff
CNFO alignment to the Tiered Model
i.e. Tier 0 will perform first line
maintenance (first dispatch) supported
by RTS
Improved focus on Service Delivery
Performance and customer centricity
Ensure clear role definition and
accountabilities
Allocation of resources to the
accelerated deployment of NG NEC
Ensure correct mapping of all functions
and staff performing them into the four
Operations domains
Ensure a leadership, employee and
customer centric focus
Focus on motivating staff in changing
environment
Field Productivity Model / Quantitative
and qualitative measures.
Ensure adequate support to the field
staff and regions including WO creation
to ensure appropriate dispatch and to
extract maximum efficiency
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CNFO OPERATING MODEL - Key Driver / Guiding Principles
04 - Managed Operations
05 - Urban and Rural
Operations
06 – Effectiveness and
Efficiency
All platforms visible and available to the
centre must be managed by the centre
Urban is impacted by high volumes, short
travel distances and increased network
transformation i.e. NG vs. Legacy
Optimise human capital cost (minimum
cost increase)
Platforms not available to centres (legacy
system) will be managed by CNFO
Rural is impacted by low volumes, long
travel distances and slower pace of
network transformation i.e. Legacy vs. NG
Optimal span of control
Greater specialization of RTS (center of
excellence) in the urban environment vs.
functional involvement of RTS based in
the rural environment
Ensure effectiveness of the staff through
training and compliance
The regions will be segmented into
patches (turf) / area
o Ensure a balanced work load and
distribution of work
o Staff will be multi-skilled based on the
technologies deployed in the patch to
ensure wall-to-wall concept
o Create a realistic and manageable
Span of Control in line with the
companies norms
o Span of control could differ between
rural and urban areas
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CNFO OPERATING MODEL – Gap Analyses
Standards
Non standard working
procedures/ functions in the
CNFO regions
Non standard implementation
on dispatching rules
Mapping & JD
Non-alignment of JD with
functions being performed
Incorrect mapping of staff
Non compliance to the wall to
wall concept
Inconsistent consolidation of
support activities within the
regions
Re-evaluate shifts in terms of the
business needs and alignment
with operating model
Functions performed in the
regions without going through
due process
MLO concept inconsistently
implemented in the regions
There are specific functions that
need to be performed but not
adequately catered for
Work to force rebalancing
Aging workforce and lack
climbing skills
Consolidation
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CNFO OPERATING MODEL – Change Strategy
Change Strategy
National
Change Strategy
Regional
1) Consolidate and Reorganise the Regional Administration
and Support
4) Review and realignment of the Shift operations in line
with changing business circumstances (NER / GCR)
•
•
•
•
•
Consolidate support functions within the regions
CNFO to validate all the functions being performed
and map it accordingly
Support functions will be centralised per region or
nationally
Standardise dispatchable vs. non dispatchable
functions
2) Mast and Tower
•
Address the issue of climbing to ensure long term
sustainability of the operations
•
Review and / or re-align the shift in line with changes
in technology and business
Review the shifts at JDF and PPR and Satellite
operations
5) Workload / Patch rebalancing of workload (Western
Region)
•
•
•
Rebalance workload
Review the patches in terms of geographical area
Improved Span of control and distribution of staff
3) Satellite Operations Reveiw
6) Wall-to Wall Implementation (Southern Region (PE))
•
•
•
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The Satellite environment is evolving from voice and
data into a NGN IP solution with the new network
equipment and therefore the need to review the
current operations to understand and align the new
functions with respect to Operating Model.
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Implementation of the wall to wall concept
Implement training plan to support wall to wall
concept
Address current and future network changes that will
impact on WFM dispatching
CNFO OPERATING MODEL – Change Strategy
Investigation Completed (Consultation)
Investigative Phase (Pending)
Consolidate and Reorganise the Regional
Administration and Support
Mast and Tower
Workload / Patch rebalancing of workload
(Western Region)
Satellite Operations Review
Wall-to Wall Implementation (Southern
Region (PE))
Review and realignment of the Shift
operations in line with changing business
circumstances (NER / GCR)
Workload / Patch rebalancing of workload
(Eastern Region)
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CNFO OPERATING MODEL – Regional Administration and Support
Consolidate and Reorganise the Regional Administration and Support
Technical
Support – Non
dispatchable
Core Technical
Function (OP1)
Alarm Platform
Support Function
MDF Function
(OP2)
Regional
System
Administration
Function
TieNet / TMNet
Function
Regional
Core Technical
Support Function
(S6)
Regional
Spares
Coordinator
Function
Various Support
Function i.e.
Special Projects
Technical
Support Function
MLO Function
Functions aligned in the regions
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DC Power
Function
National Logistics
Support Function
Functions not aligned in the regions
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CNFO OPERATING MODEL – Regional Administration and Support
Consolidate and Reorganise the Regional Administration and Support
Core Technical
Maintenance
Functions (OP1)
MDF Function (OP2)
Technical
DC Power Function
Alarm Platform
Support Function
TieNet / TMNet
Function
Regional System
Administration Function
Regional Technical
Support Function (S6)
Support – Non
dispatchable
Business
Support Administration
Function
Network Support
Administration
Function
Regional Network
Support Function
Regional Spares
Coordination Function
New Functions introduced to ensure alignment in the regions
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Regional Service
Delivery Co-ordination
Function
National Logistics
Support Function
CNFO OPERATING MODEL – Consolidated Support Functions
Network Support
Administrators
Function
•
•
•
•
WO creation
E-WAP , Routine Tracker, Planned Work Management
Tier 1 legacy surveillance function
Area Report Feedback function
Regional Service
Delivery
Co-ordination
Function
•
•
•
•
Drive TSA 100 targets
Drive CNFO Value Chain Target
Support dispatchable staff
Report on targets deviations and drive relevant action plans
Regional Network
Support Function
•
•
•
•
NIP Interface management
Ensure unique Customer Solutions
Regional Master Plan tracking
Assist RTS with Network Roll-out
•
•
•
Support to region in terms Spares management
Monitor regional reports to ensure correct dimensioning of DOP
Conduct DOP Audits
Regional Spares
Coordinator
Function
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Q&A
End
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