How to improve customer experience SON
Transcript of How to improve customer experience SON
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Copyright Comarch 2011
How to improve customer experience
with a self-organizing network
Lukasz MendykOSS Product Manager, Comarch
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Agenda
Introduction
Self-Organizing Network and Cutomer !"perience
#hat are the challenge$
Cell Outage Compenation e"ample %rchitecture
&ow to employ '(lug ) (lay* for impro+ing C!
,e+eraging 'Self-Optimizing* SON function
&ow to employ elf-healing &ow to gain trut in automation
Concluion
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Customer Experience
According to ankee !roup"sreport '.eli+ering a #orld-Cla Cutomer !"perience* there are # dimensions of
customer experience$
/ Company and rand
/ (roduct and er+ice
/ Channel
/ .eli+ery and operation
.oe the product work anywhere anytime$
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Customer Experience - %elf-&rganizing 'etwork
A congested network leads to poor customer experience ,3! i a 'etter network* - an anticipated remedy in moile
network
,3! / huge in+etment / a need to 'kill two ird with one
tone* / O(!4 reduction
&(E) reduction *y shifting from network management
towards a %elf-&rganizing 'etwork
/ %utomation i key
%elf-&rganizing 'etwork goals$
/ % direct goal / cost reductiony le+eraging automation reducing
cot related to human work
/ Customer Experience/ can thi e the ultimate goal$
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+hat are the challenges,
3ranlating 'etter network* to 'etter cutomer e"perience* %elf-&rganizing 'etwork needsa 'good dri+er* / proper
metrics
/ mproving technical parameters % '&. a goal in itself
/ mproving Customer Experience %
SON / mean 'autonomy for network management*
&ow to control SON o that
it i in line with the uine goal$
6aining trut in automation tuning aility
%tep-*y step implementation
7ulti-+endor multi-domain upport
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/sing the right criteria - example
01etter network2 vs3 0*etter customer experience2 3echnical parameter optimization may not e the right criterion
3he right approach i optimization *ased on the final goal
9not intermediary one: ,et; ee the otained reult aed on
different criteria
/ Cell &utage Compensation 4 %&' function 4 an example
scenario
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Cell &utage Compensation - example
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Cell &utage Compensation - example
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Cell &utage Compensation - example
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Cell &utage Compensation - example
Compenation i aed on the 'orrowing reource* effect Network-centric implementation may caue the high priority cell
9airport cell: er+ice le+el to e degraded y the compenation
mechanim
% need for uine goal control
+hat is the true goal of Cell &utage Compensation$
/ NO / ringing the co+erage ack
/ ?!S / a maximum service level which can *e provided using
limited resources
Criteria$ummary er+ice le+el after compenation mut e '@*than the one Aut after an outage
If not / the compenation cenario hould e dicarded
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Lessons learned
%&' must *e driven *y customer service criteria andmetrics
3echnical parameter optimization itelf can;t e a SON goal
% holitic +iew of the network i needed to a+oid a 'local
optimization* prolem
A holistic view means
/ oth er+ice and network 9reource: +iew of the network
3o tranlate er+ice criteria onto network reBuirement
3o calculate the impact of network optimization on er+ice
/ horizontally the end-to-end +iew mean a multi-domain multi-+endor +iew of the network
3o ha+e a ummary effect of network reconfiguration
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%elf-&rganizing 'etwork 4 the architecture
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(lug 5 (lay and Customer Experience
(lug 5 (lay 4 direct goals$/ new N! hould elf-configure and elf-optimize and e
operational directly after eing 'plugged-in*
/ cot reduction
/ peeding up the proce of network e"tenion
(lug 5 (lay 4 Customer Experience
/ impro+ing network upport for cutomer er+ice
/ Buicker network e"tenion / fater reaction to changing cutomer
demand
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(lug 5 (lay and Customer Experience
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(lug 5 (lay and Customer Experience
1: .efine er+ice criteria 9a rock concert:
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(lug 5 (lay and Customer Experience
2: Initial network planning
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(lug 5 (lay and Customer Experience
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(lug 5 (lay and Customer Experience
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(lug 5 (lay and Customer Experience
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%elf-&ptimizing and Customer Experience
%elf-&ptimizing 4 direct goals$/ automating network configuration tuning proce
/ no need for manual change of technical parameter
/ cot reduction
%elf-&ptimizing4 Customer Experience
/ optimizing network upport for cutomer er+ice
/ automated network adAutment according to changing cutomer
er+ice reBuirement
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%elf-&ptimizing and Customer Experience
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%elf-&ptimizing and Customer Experience
1: Collect network
(I
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%elf-&ptimizing and Customer Experience
2: Calculate impact on the cutomer - DI
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%elf-&ptimizing and Customer Experience
: Identifyottleneck
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%elf-&ptimizing and Customer Experience
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%elf-&ptimizing and Customer Experience
: Eerify optimization
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%elf-healing and Customer Experience
%elf-healing 4 direct goals$/ automating outage detection and prolem reolution
/ no need for human inter+ention
/ cot reduction
%elf-healing4 Customer Experience
/ 7inimizing impact on cutomer er+ice
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%elf-healing and Customer Experience
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%elf-healing and Customer Experience
1: Collecting alarm
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%elf-healing and Customer Experience
2: Calculating impact on cutomer er+ice
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%elf-healing and Customer Experience
: Foot caue analye and prioritization
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%elf-healing and Customer Experience
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How to gain trust in automation
%tep-*y-step implementation- uing the e"iting OSS ytem in a no+el way
!aining trust
- manual emi-automated automated procee
- meauring the effecti+ene of automation routine- controlling automation +ia defined (I
- tuning capailitie
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How to gain trust in automation
A simple example for self-healing 6self-diagnosing7$- root caue analyi 9G7: at the eginning / Aut a hint
for an operator to make a final deciion
- aed on (I if 'hint* are alway correct for the
defined circumtance / an automated rule can trigger
a defined correction action
- uing (I for +erification if automated routine need
manual correction -@ rule tuning
- tep-y-tep replacement of manual proceing of
tak with automated routine
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Conclusions
Self-Organizing Network - an automation which can helpimprove customer experience
Appropriate metrics and goalsfor automated routine
are eential
3echnical parameter +H cutomer e"perience dri+en
metric
Comprehensive view of the network comprising *oth
resources and services is crucial
Leveraging the existing &%% ecosystemguarantee
tep y tep implementation and gaining trut inautomation
Controlling and tuning automation via 8(si a
neceity
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.hank youlukasz3mendyk9comarch3com