Situation
An audit requirement was presented to us by a Mobile Operator Group with operations in: Africa, Europe, South America and South East Asia
Challenge
- Network performance affecting company revenue
- Customers complaints: low end user perception
- Lack of visibility on the operations engineering practices
- Lack of cohesion between operations, no identification of common problems
Reasons
- Lack of expertise
- Lack of technical management resources
Requirement & wanted solution
- Make a global audit program to benchmark all networks
- Define key engineering actions to enable further network improvements, leading to greater revenue and improved customer perception.
Solution
The solution was built upon a well tried and tested methodology and approach including the following project phases:
- Information collection and pre-analysis
- On-site analysis
- Audit report generation with IMPLEMENTABLE recommendations based on evidence based analysis-no general or unsupported comments
- Production of implementation plan with monthly follow up
- Cluster Report and presentation
The project was undertaken in a methodical, “milestone” approach that ensured the thorough assessment of each area of the network under consideration. This was achieved through a combination of:
- Local interaction with the operators personnel
- Analysis of network statistics and data
- Measurements using own tools and test equipment
Value delivered
Finally a detailed audit report was delivered with list of recommendations (in form of action points):
- Significant KPI improvements
- Improved revenue
- Improved customer satisfaction
- Best practice implementation
- More visibility on the engineering operations
- Identification of “global” issues
An (optional) "Managed Service Follow Up" was also performed, including:
- Production of implementation plan in agreement with local operation
- Monthly follow up and reporting
- Summary Cluster Report to give high level view on issues and some benchmarking of operations