Shenzhen, China, April 30, 2015] Huawei released its Managed Services ‘Seven Key Elements for Operation Quality Improvement’ at the Quality Excellence for Suppliers of Telecommunications (QuEST) Forum Best Practices Conference in Tokyo, Japan. The QuEST Forum created and developed the TL9000 standard, a Quality Management System designed to meet the supply chain quality requirements of the international telecommunications industry. Since 2013, global leading operators and Managed Services vendors, including Huawei have collaborated with QuEST Forum to commence research into Managed Services standards.
The Huawei Managed Services ‘Seven Key Elements for Operation Quality Improvement’ is the foundation and practice of the Global Network Operation Center (GNOC). It has been used to improve the Managed Services operational quality for customers. The seven areas of focus include:
1) A management commitment - a dedicated person to independently focus on quality improvements, and a monthly quality management system for a regular review of processes.
2) Continuous process improvement - six international standards are used to develop processes and good practices will be standardized throughout Huawei Managed Services.
3) Operation tools - standardized processes are embedded into the operation tools to structure the operations similar to a factory.
4) Build competence - drive service quality through building employee competence.
5) Streamline document management - ensure our knowledge and information is instantly available and easy to be located.
6) Continuous quality improvement - to support quality practitioners, a plan-do-check-act (PDCA) will be in place to drive quality improvements and internal audits will use both qualitative and quantitative methods for identifying improvements.
7) Cyber security controls - six major controls are introduced for cyber security.
The seven key elements are designed to improve operation quality in Managed Services. Improvements in metrics such as Incident Response Rate (IRR) and Mean Time to Restore Service (MTRS) are defined in the TL9000 standards.
At the end of 2014, Huawei Managed Services managed over 150 networks (mobile, fixed) in more than 80 countries.