Huawei shares seven elements for improving managed services quality

Huawei has shared best practices for managed services at the Quality Excellence for Suppliers of Telecommunications (QuEST) Forum* in Tokyo, Japan gleaned from the experience of Huawei Managed Services. As of end-2014, Huawei Managed Services has managed over 150 networks, both mobile and fixed, in more than 80 countries.

The Huawei Managed Services Seven Key Elements for Operation Quality Improvement is the foundation and practice of the global network operation centre (GNOC). It has been used to improve the managed services operational quality for customers. The seven key elements are designed to improve operation quality in managed services. The areas of focus are:

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 standardised throughout Huawei Managed Services.

3) Operation tools - standardised 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 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 research managed services standards.