How to improve customer experience with a self organizing network

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  • Using the right criteria for optimization: SQM for measuring quality from a customer service perspective Traditional Performance Management - resource centric KPIs mapped to KQI provided by SQM Ability to detect bottlenecks in the network which really have impact on the customers Network & Service Inventory providing information about the dependences between network elements and customer services Network configuration tuning Using SQM for optimization verification Iterative optimization


  • 1. How to improve customer experience with a self-organizing network Lukasz Mendyk OSS Product Manager, Comarch
  • 2. Agenda
    • Introduction
    • Self-Organizing Network and Customer Experience
    • What are the challenges?
    • Cell Outage Compensation example
    • Architecture
    • How to employ „Plug & Play” for improving CE
    • Leveraging „Self-Optimizing” SON function
    • How to employ s elf-healing
    • How to g ain trust in automation
    • Conclusions
  • 3. Customer Experience
    • According to Yankee G roup ’s report „Delivering a World-Class Customer Experience” there are 4 dimensions of customer experience:
      • Company and brand
      • Products and services
      • Channel
      • Delivery and operations
        • Does the product work anywhere, anytime?
  • 4. Customer Experience - Self-Organizing Network
    • A congested network leads to poor customer experience
    • LTE is a „better network” - an anticipated remedy in mobile networks
    • LTE – huge investments – a need to „kill two birds with one stone” – OPEX reduction
    • OPEX reduction by shifting from network management towards a Self-Organizing Network
      • Automation is key
    • Self-Organizing Network goals:
      • A direct goal – cost reduction by leveraging automation, reducing costs related to human work
      • Customer Experience – can this be the ultimate goal?
  • 5. What are the challenges?
    • Translating „better network” to „better customer experience”
    • Self-Organizing Network need s a „good driver” – proper metrics
      • Improving technical parameters IS NOT a goal in itself
      • Improving Customer Experience IS
    • SON – means „autonomy for network management”
    • How to control SON so that it is in line with the business goal ?
    • Gaining trust in automation, tuning ability
    • Step-by step implementation
    • Multi-vendor, multi-domain support
  • 6. Using the right criteria - example
    • „ Better network” vs. „better customer experience”
    • Technical parameter optimization may not be the right criterion
    • The right approach is optimization based on the final goal (not intermediary ones) Let’s see the obtained results based on different criteria
      • Cell Outage Compensation – SON function – an example scenario
  • 7. Cell Outage Compensation - example
  • 8. Cell Outage Compensation - example
  • 9. Cell Outage Compensation - example
  • 10. Cell Outage Compensation - example
    • Compensation is based on the „borrowing resources ” effect
    • Network - centric implementation may cause the high priority cell ( a irport cell) service level to be degraded by the compensation mechanism
    • A need for business goal control
    • What is the true goal of Cell Outage Compensation:
      • NO – bringing the coverage back
      • YES – a maximum service level which can be provided using limited resources
    • Criteria: summary service level after compensation must be „>” than the one just after an outage
    • If not – the compensation scenario should be discarded
  • 11. Lessons learned
    • SON must be driven by c ustomer service criteria and metrics
    • Technical parameter optimization itself can’t be a SON goal
    • A holistic view of the network is needed to avoid a „local optimization” problem
    • A holistic view means
      • both service and network (resource) view of the network
        • To translate service criteria onto network requirements
        • To calcula te the impact of network optimization on services
      • h orizontally the end-to-end view means a multi-domain, multi-vendor view of the network
        • To have a summary effect of network reconfiguration
  • 12. Self-Organizing Network – the architecture
  • 13. Plug & Play and Customer Experience
    • Plug & Play – direct goals:
      • new NEs should self-configure and self-optimize and be operational directly after being „plugged-in”
      • c ost reduction
      • speed ing up the process of network extension
    • Plug & Play – Customer Experience
      • improv ing network support for customer services
      • quicker network extension – faster reaction to changing customer demands
  • 14. Plug & Play and Customer Experience
  • 15. Plug & Play and Customer Experience 1) Define service criteria (a rock concert)
  • 16. Plug & Play and Customer Experience 2 ) Initial network planning
  • 17. Plug & Play and Customer Experience
  • 18. Plug & Play and Customer Experience
  • 19. Plug & Play and Customer Experience
  • 20. Plug & Play and Customer Experience
  • 21. Self-Optimizing and Customer Experience
    • Self-Optimizing – direct goals:
      • automating network configuration tuning process
      • no need for manual changes of technical parameters
      • cost reduction
    • Self-Optimizing– Customer Experience
      • optimizing network support for customer services
      • automated network adjustments, according to changing customer service requirements
  • 22. Self-Optimizing and Customer Experience
  • 23. Self-Optimizing and Customer Experience 1) Collect network KPIs
  • 24. Self-Optimizing and Customer Experience 2) Calculate impact on the customer - KQIs
  • 25. Self-Optimizing and Customer Experience 3) Identify bott l enecks
  • 26. Self-Optimizing and Customer Experience
  • 27. Self-Optimizing and Customer Experience 4) Verify optimization
  • 28. Self-healing and Customer Experience
    • Self-healing – direct goals:
      • automating outage detection and problem resolution
      • no need for human intervention
      • cost reduction
    • Self-healing– Customer Experience
      • Minimizing impact on customer services
  • 29. Self-healing and Customer Experience
  • 30. Self-healing and Customer Experience 1) Collecting alarms
  • 31. Self-healing and Customer Experience 2) Calculat ing impact on customer services
  • 32. Self-healing and Customer Experience 3) Root cause analyses and prioritization
  • 33. Self-healing and Customer Experience
  • 34. How to gain trust in automation
    • Step - by - step implementation
      • u sing the existing OSS systems in a novel way
    • Gaining trust
      • m anual, semi-automated, automated processe s
      • m easuring the effectiveness of automation routines
      • c ontrolling automation via defined KPIs
      • t uning capabilities
  • 35. How to gain trust in automation
    • A s imple example for self-healing (self-diagnosing):
      • r oot cause analys i s (FM) at the beginning – just a hint for an operator to m ake a final decision
      • based on KPIs , if „hints” are always correct for the defined circumstances – an automated rule can t rigger a define d correction action
      • u sing KPIs for verification if automated routines need manual corrections -> rule tuning
      • s tep-by-step replacement of manual process ing of tasks with automated routines
  • 36. Conclusions
    • Self-Organizing Network - an automation which can help improve customer experience
    • Appropriate metrics and goals for automated routines are essential
    • Technical parameters vs. customer experience driven metrics
    • Comprehensive view of the network comprising both resources and services is crucial
    • Leveraging the existing OSS ecosystem guarantees step by step implement ation and gaining trust in automation
    • Controlling and tuning automation via KPIs is a necessity
  • 37. Thank you [email_address]