Awareness of Illegal Interventions

The Egyptian Company for Mobile Services (Mobinil)
On Air Site Intervention Awareness Session

Global Supervision Team world trade center
corporate communication, final v1.0 page 1
Site Intervention Procedure
General Awareness Session
By Michael Ghattas BSS & IS Supervision Team manager
Service Management Global Supervision
Network Operations & Maintenance Division
Technology Department

World Trade Centre

Mobinil, The Egyptian Company for Mobile Services

Feb 14
th
2008

Agenda
Introduction to Service Management Function

Supervision Team Objectives & Scope of work

Intervention Guide Lines

Frequent Repeated Mistakes

Preventive Actions


Our Function Service Management
We are trying to implement the Service Management Approach
towards achieving Operation Excellence

Business
Quality
Assurance
Services
Availability
Customers /
Employees
Satisfaction
Business
Continuity
Maintain /
Control
N/W
Health
Supervision Dept. Targets
Share Holders
Employees
Customers
Community
To be the leading mobile service provider in Egypt, providing the best quality service for our
customers, the best working environment for our employees, top value for our shareholders,
and proudly contributing to the development of our community.

Objectives
Build ,develop and deliver KPIs reports to support top
management in decision making.
Managing / controlling the production actions done by
other entities Suppliers / subcontractors and internal
teams.
Maintain technology services performance through
handling all received alarms with reference to Supervision
process.
Ensure proper incidents / trouble ticket management and
having integrated view for all technology services chains

Global Work Flow Process Of Network
Supervision
Supervision
Detection
Informing
Calls/Complaint System Alarms
OP Reports KPIs Reports
INPUT
HIGH LEVEL
PROCESS
OUTPUT
Ensure Service Availability and Excellence Operational Performance
7
1
6
5
4
3
2

Intervention Guidelines

Objective
The aim of this guide line is to :-

1) Avoid / Minimize any penalties might be
applied on the suppliers./ subcontractors due
to misunderstanding or violating Mobinil rules

2) Maintain better Mobinil N/W Mainly BSCs &
Sites security and minimize / prevent robbery
trials


Why should I
call the OMC
before entering
a site?
..
Is it essential ?!
Why ?

How ?


When ?
As soon as you open the door ,
An alarm is generated & appeared
on the OMC
Motorola
ALCATEL

If no one called the
OMC about the site
with the door alarm,
The security team
will be informed

Security will
take the right
action
Site Guard
Calling Police
To prevent site from being stolen.

If some one found
working and didnt
call the OMC ,

A penalty will be
applied on the working
team Supplier or
subcontractor
10,000 L.E

Frequent Repeated Mistakes

1-Calling OMC
after entering the
site by more than
5 min.

Or
Calling the OMC
before entering the
site by long time.
while driving

Correct action :-
Call the OMC hotline 5 min from site
entrance

2 Select Wrong OMC
hotline Option.

I.e (call Motorola for Alcatel
sites and visa verse)

Correct action :-
Ensure choosing the correct option

3 working in the generator
of the site or in the MW tower
outside the shelter without
calling the OMC.

Correct action :-
Ensure calling supervision Hotline On
time to record the site visit and mission
objective and to avoid any extra effort by
sending intervention request in case of
any alarm appeared based on the above
mission.

4- You have long job in the
site will take more than 3
hours and dont tell the OMC
by the estimated time

Correct action :-
Update the OMC every 3 hours that you
still working in the site to avoid any
illegal intervention

4- Calling OMC hotline & found it busy
Then entering the site
5- Calling OMC hotline & hear riming tone but no
Answer
6- Calling TM & no Answer
Should escalate to
Supervision T.L
Should try 3 times
as per the process
Should Escalate to Supervision Mgr or
Maintenance T.L

Supervision Preventive actions
In case of any PABX or IVR planned outage might affect the
Supervision Hotline, E mail notification will be sent by
supervision T.L to the concerning Suppliers / Subcontractors
stating the date/time and duration of outage including the
phone numbers of supervision staff in the shift during the
outage time.

Incase of sudden Unplanned Outage might affect the
supervision hotline , supervision T.L will send E mail
notification or via phone within 30 min from starting time to
notify the Supplier/Subcontractors main offices about such
failure and arranging with them the best methodology for
handling this situation.

Useful Number /Guide
Supervision BSS ALCATEL Hotline
012 3200300 option 1

Supervision BSS Motorola Hotline
0123200300 option 2

Supervision Team Manager MOT Area
Michael Ghattas 012 2446076

Supervision Team Manager ALCATEL Area
Sameh Bayoumi 012 2402968

Supervision Manager
Ayman El Gazar 012 3117973

On Air Site Intervention procedure
Mobinil / Process Contract Team NR.NOM.PRD04.V.1.1


We still growing up
There is no limit for success, whenever you are whatever you
achieved , there is always some thing better
This is our mission towards reaching Operation Excellence.

Awareness of Illegal Interventions

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The Egyptian Company for Mobile Services (Mobinil)

On Air Site Intervention Awareness Session

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