Operating Model Business Improvement Interventions Presentation to CF 28 th February 2013 Telkom Proprietary and Confidential information Limited distribution under NDA only 2 Legal Notice ID: 604424
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Slide1
Core Network Field Operations
Operating ModelBusiness Improvement Interventions
Presentation to CF
28
th
February 2013Slide2
Telkom Proprietary and Confidential information – Limited distribution under NDA only
2Legal NoticeThis document, and the attachment/s thereto are intended strictly for the addressee(s), and should only be used for the purposes originally intended for. Any use of this document, or its attachments, by any one, and for any purpose other than for its original intent, is a violation of the confidentiality agreement stipulated by this statement. In such a case, Telkom reserves the right to claim direct, indirect, special or consequential damages, including, and without limitation, any loss of profits, loss of revenue, loss of income, business interruption, loss of programs or data to the value as determined by Telkom. Telkom shall also not be liable to any third party for damages of whatever nature suffered, as a result of the usage of this document for any purpose or reason other than that intended forSlide3
National Initiatives
Regional Initiatives1) Consolidate and Reorganise the Regional Administration and SupportConsolidate support functions within the regionsCNFO to validate all the functions being performed and map it accordingly
Support functions to be centralised per region / nationallyStandardise dispatchable vs. non dispatchable functions
4) Review and realignment of the Shift operations in line with changing business circumstances (NER / GCR)
Review and / or re-align the shift in line with changes in technology and business
Review the shifts at JDF and PPR and Satellite operations
2) Mast and Tower
Address the issue of climbing to ensure long term sustainability of the operations 5) Patch rebalancing in terms of workload / geographic / span of control (Western Region)Rebalance workloadReview the patches in terms of geographical areaImproved Span of control and distribution of staff3) Satellite Operations ReviewThe Satellite environment is evolving from voice and data into a NGN IP solution with the new network equipment and therefore the need to review the current operations to understand and align the new functions with respect to Operating Model.6) Wall-to Wall Implementation (Southern Region (PE))Implementation of the wall to wall conceptImplement training plan to support wall to wall conceptAddress current and future network changes that will impact on WFM dispatching 7) Workload / Patch rebalancing of workload (Eastern Region)Optimise patches due the reduction in ops managersRebalance workloadReview the patches in terms of geographical areaImproved Span of control and distribution of staff
CNFO OPERATING MODEL – InitiativesSlide4
Change Management Intervention 1
Intervention: Consolidation of Regional Administration and SupportRegion/s: National ( All CNFO Regions )Area: All Regions Telkom Proprietary and Confidential information – Limited distribution under NDA only4Slide5
Intervention 1 – Regional Admin & Support (RAS)
Why the need for change Strategic Intent / Rationale ?Non-standard regional supportNon-standard dispatch functionality Inconsistent implementation of MLOCritical functions not catered in regionsFunctions performed not supported by appropriate JD (due to one size fits all)Telkom Proprietary and Confidential information – Limited distribution under NDA only5
What are
d
etails of FMO / Change ?
Re-focusing and consolidation of regional support
Mapping of staff to appropriate JD
Standardized dispatch methodologyImplement a standardized urban / rural enhanced MLO functionalityRe-focus legacy regional surveillanceCreate focus on Service Delivery performance, improvement plans & KPIWho is Impacted by the Change ?Current Maintenance Liaison Officers (MLO’s)Business Support Administrator's (BSA’s)Regional Spares Co-ordinator’s (RSA’s)
Regional Legacy
Surveillance
How is this going to be implemented
?
Mapping of staff to functional model
Define dispatchable
vs
non-
dispatchable
Finalise functional list for RASCreate and validate appropriate JD’sFollow due process to moved identified staff to RAS
When is Change to be Implemented ?
Targeted implementation commencing 1
st
April 2013Slide6
Intervention 1 – Regional Admin & Support (RAS)
Telkom Proprietary and Confidential information – Limited distribution under NDA only6Action StepWho?When?1. Communication with Organised labour
regarding the Operating Model and CNFO initiativesExecutiveSenior Managers
06/02/2013 (Completed)
2. Clarification session - Follow-up session to further
expand on the Operation Model and initiatives
Executive
Senior Managers27/02 20123. Provide feedback to Company Forum regarding CNFO initiativesExecutive28/01/20134. Mapping staff based on current status in the regionsLucas van Aardt01/03/20135.Consolidation of functions to align with Operating ModelSenior managers 01/03/20136. Agreement and alignment of regional structure ExecutiveSenior Managers31/03/20137. Finalise JD and investigate additional JD’s based on the consolidated functionsHR31/03/20138. HR provide a process for staff linked to the RAS to be identified and then populate structuresHR31/03/20139. Draft a standard presentation to communicate to the regionsSenior Managers
31/03/2013
10. Consult with staff
regarding the RAS functions and obtain feedback
Senior Managers
31/03/2013
11. Implement the RAS functions in accordance with the CNFO Operating
Model
Manager
Q1 2013/14
Implementation Plan and Process StepsSlide7
Change Management Intervention 2
Intervention: Mast and Tower ClimbingRegion/s: National ( All CNFO Regions )Area: All Regions Telkom Proprietary and Confidential information – Limited distribution under NDA only7Slide8
Intervention 2: Mast & Towers Climbing
What are the Operational challenges?Faults or maintenance on towers require double dispatch of 2 certified and competent climbers.Legal requirement for Fall Arrest Higher Volume of climbing in certain areasHigh number of exits due to job offers by our competitors
Unable to climb due to ill-healthClimbers not motivated to climb due to lack of differentiation
Who is Impacted by the Change ?
All Wall-2-Wall Field staff
All certified climbers
What are the special skills of this job?
Climbing re-certification every three yearsTraining provided by vendor cost of R1.2mCompulsory medical every yearThey have to keep trim and fit !Technocrat and a value add of being a “bunging jumper”Why the need for focusing on “ Mast & Towers Climbing “ Skills ?Skill is essential for maintenance of the core network and servicing our customers.Increasing relevance in mobile domainHistory of wall-2-wall implementation – combined Transmission, Switching, Telematics and Microwave skills into one JD ( only microwave teams climbed )
No differentiation on the wall-2-wall JD
Effective management and skills retention
Ageing workforce
Loss of staff to competitorsSlide9
What are the risk profile and hazards of this work environment ?
Intervention 2: Mast & Towers ClimbingSlide10
Intervention 2: Mast & Towers Climbing
What are the next steps and implementation plan ?Slide11
Change Management Intervention 3
Intervention: Satellite Operations ReviewRegion/s: NER Telkom Proprietary and Confidential information – Limited distribution under NDA only11Slide12
Intervention 3 – Satellite Operations Review
Why the need for change Strategic Intent / Rationale ?The Satellite environment is evolving from voice and data into a NGN IP solution with the new network equipment(SSH Hub)Investigate the current operations to understand and align the new functions with respect to the NCO Operating Model. Telkom Proprietary and Confidential information – Limited distribution under NDA only
12
What are the next steps?
NCO Executives to align the Satellite assurance and fulfilment functions currently performed by Hartebeeshoek with the NCO Operational Model.
A Senior Management task team to investigate the impact to Satellite operations in the assurance and fulfilment value chain as per Executive decision taken.
Task
team to present findings to NCO Executives.How is this going to be implemented ?Consult with OL and present findings at CF on new operational model for Telkom SA Satellite.Follow due HR processes if any staff will be impacted.Who is Impacted by the Change in CNFO?Satellite StaffWhen is Change to be Implemented ?Pending investigation in Q1Slide13
Change Management Intervention 4
Intervention: Review and realignment of the Shift operations in line with changing business circumstancesRegion/s: NER / GCR Telkom Proprietary and Confidential information – Limited distribution under NDA only13Slide14
Intervention 4 – Review and realignment of the PPR Transmission Shift operations in line with changing business circumstances
Why the need for change Strategic Intent / Rationale ?Maximizing operational efficiencies Rebalancing of resources in Pretoria due to overload areas.Transformation of Transmission Network to NGN resulted in less than 10% legacy equipment left in equipment rooms.Less critical failures due to NGN equipment and customer redundancy configuration.
Telkom Proprietary and Confidential information – Limited distribution under NDA only14
What are
d
etails of FMO / Change ?
Investigation on financial and wellness impact on affected staff
.Investigation into workload and work management of shift environment.Investigation into functions performed not dispatched via Advantex in shift environment.Investigation on the impact for CNOM (NNOC) wrt service delivery on FCON failures.Who is Impacted by the Change ?1 OPS Manager11 x OP1 staff – 3 staff working normal day and 8 staff working shift.
How is this going to be implemented
?
Design new resource model for PPR transmission patch based on workload during normal work hours.
Follow due HR process to moved staff as per options available for staff after agreement between all parties.
When is Change to be Implemented ?
Management to set date after due consultation processSlide15
Intervention 4 – PPR Transmission 24hr Shift
Telkom Proprietary and Confidential information – Limited distribution under NDA only15Action StepWho?When?1. Communication with Organised labour regarding the Operating Model and CNFO initiatives
ExecutiveSenior Managers06/02/2013 (Completed)
2. Clarification session - Follow-up session to further
expand on the Operation Model and initiatives
Executive
Senior Managers
27/02 20123. Provide feedback to Company Forum regarding CNFO initiativesExecutive28/01/20134. Investigation Results, Shift Proposal, and Change management options meeting between Management, Organized Labour and Human Resources. Antoinette Stopford14/03/20135. Brief all CNFO briefing on the Operating ModelAntoinette Stopford08/03/20136. Staff Briefing on the Shift investigation results and implementation process (as agreed HR/Unions/ER/Line Management)Antoinette Stopford18/03/20137. HR to chair meeting to address Staff /Union concerns after Staff Briefing.Louis Fouche25/03/20138. Management to set date after due consultation processAntoinette StopfordQ1 2013/14Implementation Plan and Process StepsSlide16
Change Management Intervention 4
Intervention: Review of Shift and Re-alignment with changes in the technology and business Region: Gauteng Central Area: JDF Exchange Transmission Room 7th Floor and IMC Room 11th Floor Telkom Proprietary and Confidential information – Limited distribution under NDA only16Slide17
Intervention 4 – Review of Shift and Re-alignment
Background on ShiftThe transmission shift environment in JDF was introduced approximately twenty years ago. There is transmission shift environment on the 7th Floor and the IMC (International Maintenance Centre) on the 11th floor Shift work was implemented mainly to deal with high priority faults in relation with the then risks associated catastrophic
failuresShifts were required in the past as the legacy equipment was not managed from a central point and staff was needed on site to do surveillance and maintenance.
All
technologies except for the Transmission technology on the 7
th
floor and IMC on the 11
th floor are manned during the normal week day and faults at night are attended to by a staff on standbyAll technologies except for the Transmission technology on the 7th floor and IMC on the 11th floor are manned during the normal week day and faults at night are attended to by a staff on standbyJDF building houses Switching, Transmission, Non Voice, IP, Converged Network and Mobile equipment on the various floors.IMC was manned by RTS only and therefore do not provide support the OP1s Telkom Proprietary and Confidential information – Limited distribution under NDA only17Slide18
Current Mode of Operation
Telkom Proprietary and Confidential information – Limited distribution under NDA only18Current Mode of Operation 11th Floor :JDF IMC (International Maintenance Centre) presently has one OP1 technical officer and five
S6 specialists performing a 24 x 7 shift.They are stationed on the 11th floor and from there are dispatched to 11th
floor and JS in Hillbrow exchange.
A six week shift cycle is in operation with one staff per shift.
The shift consists of a day shift, afternoon shift, and night shift with rest days between shifts.
Current Mode of Operation 7th Floor :JDF Transmission presently has seven OP1 technical officers performing a 24 x 7 shift.They are stationed on the 7th floor and from there are dispatched to 7th and 6th floor in JDF as well as MMJ, KSD & HRI being part of the section. A five week cycle shift is in operation with one or two staff working per shift on a rotation basis.The shift consists of a day shift, afternoon shift, and night shift with rest days between shifts. Slide19
Why the need for change?
Telkom Proprietary and Confidential information – Limited distribution under NDA only19Why the need for change Strategic Intent / Rationale ?With the present NGN, the surveillance and restoration capabilities, configurations and patching of traffic can be done remotely by the NNOC via the management platforms.
. Following the recent resignations on JDF 7th Floor ( 2 and 1 demise) Shift – positions could not be motivated for back fill due to reduction of workload numbers. Rebalancing of resources due to the reduction in work load as
per Advantex data
during office hours and after hours.
Staff experience is only limited to the transmission equipment more experience is needed on all the equipment in the NGN toolbox.
Staff working for long periods(years) shift and this is not conducive for our staff health
Align with the CNFO Operating modelHow is this going to be implemented ?Design new resource model for JDF transmission/ IMC based on workload during normal work hours.Follow due HR process to moved staff as per options available for staff after agreement between all parties.Slide20
Intervention 4 – PPR Transmission 24hr Shift
Telkom Proprietary and Confidential information – Limited distribution under NDA only20Action StepWho?When?1. Communication with Organised labour regarding the Operating Model and CNFO initiatives
ExecutiveSenior Managers06/02/2013 (Completed)
2. Clarification session - Follow-up session to further
expand on the Operation Model and initiatives
Executive
Senior Managers
27/02 20123. Provide feedback to Company Forum regarding CNFO initiativesExecutive28/01/20134. Investigation Results, Shift Proposal, and Change management options meeting between Management, Organized Labour and Human Resources. Gabriel Ramosolo14/03/20135. Brief all CNFO staff on Operating ModelGabriel Ramosolo08/03/20136. Staff Briefing on the Shift investigation results and implementation process (as agreed HR/Unions/ER/Line Management)Gabriel Ramosolo18/03/20137. HR to chair meeting to address Staff /Union concerns after Staff Briefing.Louis Fouche25/03/20138. Management to set date after due consultation processGabriel RamosoloQ1 2013/14Implementation Plan and Process StepsSlide21
Change Management Intervention 5
Intervention: Patch rebalancing in terms of workload / geographic / span of control
Region/s:
Western
Region
Area:
South PeninsulaSlide22
Intervention 5 – Workload / Patch rebalancing
Why the need for change Strategic Intent / Rationale ?Review the patches in terms of geographical areaImproved Span of controlReview distribution of staff between the current ops managerReview workloadTelkom Proprietary and Confidential information – Limited distribution under NDA only22
What are
d
etails of FMO / Change ?
Relocation of staff
Change in reporting lines i.e. reporting to different ops managers
Continuous up-skilling of staff to meet the NG NEC changes to ensure that the staff remain relevant in the changing environmentNo change to JDMDF staff impacted by reporting linesWho is Impacted by the Change ?Technical Officer (OP1)MDF staff (OP2)Operations manager (M6)How is this going to be implemented ?Review the proposed patches vs. WFM areasConsult with Regional OL / operational staff and deal with queries Facilitate the staff movement process Redistribution of resources i.e. test equipment
Ensure and track the up-skilling of staff
Review to process quarterly
When is Change to be Implemented ?
Targeted implementation commencing 1
st
April 2013Slide23
Leeusig Patch
11 x Technical OfficersBarrack Patch12 x Technical Officers Wynberg Patch
18 x Technical OfficersMitchell’s Plain Patch
17 x Technical Officers
CNFO WR South Peninsula – Current Structure Slide24
Barrack Patch
18 x Technical Officers Wynberg Patch12 x Technical OfficersRondebosch Patch
15 x Technical Officers
Mitchell’s Plain Patch
12 x Technical Officers
CNFO WR South Peninsula – Proposed StructureSlide25
Intervention 5 – Workload / Patch rebalancing
Telkom Proprietary and Confidential information – Limited distribution under NDA only25Action StepWho?When?
1. Review the proposed patches vs. WFM areasRSA
28/02/2013
2. Validation of force
to load per OVP
Line Management
13/03/20133. Identify impact of staff changesLine Management15/03/20134. Consult with Regional OL / operational staffJohn Thomas19/03/20155. Consultation period for staff HR related queriesOperational staff22/03/20136. HR to facilitate to process with respect to staff movement between new patchesHR28/03/20137. Redistribution of resources i.e. test equipmentManager Ops Manager29/03/20138. Implement training plan to ensure the skilling of staff for technology changes Manager / Ops ManagerOngoing9. Implement changes – movement of staff into patchLine management01/04/201310. Review to process quarterlyManager Ops Manager
On-going
Implementation Plan and Process StepsSlide26
Change Management Intervention 6
Intervention: Wall-to Wall Implementation
Region/s:
Southern Region
Area:
Port ElizabethSlide27
Intervention 6– Wall-to Wall Implementation
Why the need for change Strategic Intent / Rationale ?Impact on WFM dispatching Changes in the technology (NG NEC) Up-skilling staff to ensure relevance during network transformationEffective utilisation of current workforceAlignment to CNFO Operating Model
Telkom Proprietary and Confidential information – Limited distribution under NDA only
27
What are
d
etails of FMO / Change ?
Relocation of staffChange in reporting lines i.e. reporting to different ops managers Continuous up-skilling of staff to meet the NG NEC changes to ensure that the staff remain relevant in the changing environmentNo change to JD as all staff on current 220 JDNo re-location / job changes for MDF staff except for reporting lines changesWho is Impacted by the Change ?Technical Officer ( 41 x OP1’s )MDF staff ( 9 x OP2 )Operations manager ( 3 x M6 )How is this going to be implemented
?
Reviewing the proposed patches vs. WFM areas
Consult with regional OL / operational staff and deal with queries
Facilitate the staff movement process
Redistribution of resources i.e. test equipment
Ensure and tracking the up skilling of staff to meet wall-to-wall requirements
Split the PE area into two patches
Review to process quarterly
When is Change to be Implemented ?
Targeted implementation commencing 1
st
April 2013 with a phased approach taking into account upskillingSlide28
Telkom Proprietary and Confidential information – Limited distribution under NDA only
28Action StepWho?When?Review the proposed patches vs. WFM areas
RSA / BOSA28/02/2013
Validation
of
Force
to load per OVP
Line Management13/03/2013Consult with ops managers and operational staff regarding splitting of the PE urban area into patches with involvement of regional OL / HRJohn Thomas19/03/2015Consultation period for staff HR related queriesOperational staff22/03/2013Finalise selection and staff movement process between ops managersHR28/03/2103Redistribution of resources i.e. test equipment etcManager Ops Manager29/03/2013Draft to training plan for wall-to-wall and track progress monthlyManager Ops ManagerOn-goingImplement staff changes into patchLine management01/04/2013Review to process monthly / quarterlyManager Ops ManagerOn-goingReview the integration of microwave staff into the patches and review the ops manager requirements
Managers
01/04/2014
Implementation Plan and Process Steps
Intervention 6–
Wall-to Wall ImplementationSlide29
Change Management Intervention 7
Intervention: Consolidation of Patches to cater for reduction of Ops Manager due to resignationRegion: Eastern RegionArea: Durban North, Phoenix, Mount Edgecombe, Tongaat, and Stanger DSSU areas Telkom Proprietary and Confidential information – Limited distribution under NDA only29Slide30
Intervention 7 – DNN & PHX Restructuring
Why the need for change Strategic Intent / Rationale ?Reduction of Ops Manager due to resignationBusiness decision not to backfillPatch consolidation and reduction by oneAlignment to span of controlForce to workload balancingTelkom Proprietary and Confidential information – Limited distribution under NDA only30
What are
d
etails of FMO / Change ?
Investigate current patch workloads
Consolidation and create 3 patches
Change in reporting lines of Operational staff with some rebalancing and office relocationNo change in JDKWM & DC Power ( 15 x OP1’s & 1 x OP2 ) not impacted Who is Impacted by the Change ?2 x Ops Managers in respective patches MEC/PHX ( 10 x OP1’s & 1 x OP2 )Patch rebalancing of 4 x OP1’s TO & SNG ( 11 x OP1’s ) DNN ( 8 x OP1’s & 2 x OP2 )
How is this going to be implemented
?
Mapping of operational staff
Consult and present proposals with
OM &
Operational Staff with involvement of Regional OL & HR
Brief
all impacted staff
Facilitate
staff movement with HR
Review impact of change
When is Change to be Implemented ?Targeted implementation commencing 1st April 2013Slide31
Telkom Proprietary and Confidential information – Limited distribution under NDA only
31Action StepWho?When?Review the proposed patches vs. WFM areas
RSA / BOSA28/02/2013
Validation
of
Force
to load per OVP
Line Management13/03/2013Consult with ops managers and operational staff regarding the patch consolidation and resource plan with involvement of regional OL / HRJay Ramlal19/03/2015Consultation period for staff HR related queriesOperational staff22/03/2013Finalise selection and staff movement process between ops managersHR28/03/2103Implement staff changes into patchLine management01/04/2013Implementation Plan and Process StepsIntervention 6– Wall-to Wall ImplementationSlide32
Q & A
End