This blog is by Justin Nacar at Nokia Siemens Networks.
The network operations director of a large European operator was facing an increasing number of trouble tickets in the network operations center (NOC), while a company-wide redundancy program was in the pipeline. Rather than opting for the quick-fix option of outsourcing the needed services needed, the director decided the time was right to develop competence within his organization. But he didn’t want an ordinary off-the-shelf training program. He needed tangible results. In particular he wanted to see an increase in confidence among his engineers, to help them withstand the motivational effects of layoffs.
In this case, Nokia Siemens Networks’ Competence Development Services (CDS)* introduced a new approach to identifying and solving a training requirement. We took a business process approach to identify the problem sources, create the solution and implement the changes. Although the program was solely focused on reducing the trouble tickets created in the NOC, we interviewed all parties who interacted with the NOC engineers, from customer care through to field services and technical support. This allowed us to map the entire business process, identify the handover points and interfaces, and better understand the input/output requirements. In fact this approach was far more insightful compared to the more typical training needs analysis or testing.
Our solution consisted of: change recommendations for the trouble ticketing process, intensive classroom and on-the-job training around fault correlation, remote fault troubleshooting, advanced technical training on Radio Access network elements, and verification of the engineers’ abilities to perform the new tasks independently. As a gesture of their satisfaction, the operator sent us a report of their NOC engineers’ performance four months after the completed training. With a whopping 239% average increase in remote fault resolution per engineer and a decrease in trouble tickets, the NOC engineers certainly got the confidence boost they needed.
*Competence Development Services offers Essential Skills Transfer to operators to support essential tasks from network planning to rollout services and operations. Advanced Skills Transfer solutions focus on imparting skills to experienced engineers in order to achieve certain operational goals. These service solutions include assessments, tailored content delivered via eLearning, classroom, on-the-job training, etc. as well as verification of goal attainment.