Appendix 1

Marketing Manual, sales arguments

The sales force in Brazil does not use the marketing manual in their work. If they have a question, they ask the local product manager. A common statement is: “There is no time to search the web for information.”

One Account Manager in EUS told us he had never seen the Marketing Manual. He is responsible for an OSS customer but he did not think that the Marketing Manual was something he could use.

“So far, the marketing for OSS has been zilch.” (Local Product Manager, USA)

“We get no input from the Product Unit in Sweden when it comes to sales arguments and benefits” (Technical Sales Manager, Argentina).

Appendix 2

Roadmaps, futureplans

The information about the changes in the product can be divided into different parts. The first part is the Product Road Maps, the information about what will happen with the product in the future. The second part is the information about the changes in the features from one version of CMOS to another. The Account Managers we talked to thinks this information is insufficient.

The Product Road Map is important because most sales people want to receive information about changes in advance. “I want to be able to tell the customer what will happen to the product in the future” (Account Manager, USA). When the customer ask about changes they want to be able to answer. “We never get to hear the development plans in advance, we found out when it comes” (Account Manager, Brazil)

When a new version is due, the customer needs to be informed about the changes. In Brazil, the Account Managers calls in the Local Product Manager for help when it comes to explaining the details for the customer. Some Account Managers feel foolish when they are not able to explain the basic changes. “When the version changes, we don’t have presentations about the improvements” (Account Manager, Brazil). “You don’t have to be a specialist to sell, but as a Sales Manager, you need to be informed about the changes in OSS” (Account Manager Brazil).

Appendix 3

Ordering Forms and the Ordering System

The three Market Units differ in their sentiments when it comes to ordering. The Sales Force in Brazil and Argentina is more troubled by the ordering process than the Sales Force in USA.

In Brazil and Argentina, the Sales Force finds the ordering forms and the configuration forms as incomprehensible. “The ordering forms are difficult to explain to the customers” (Account Manager Argentina). In Argentina, they have big problems when trying to get the order completed. They would like instructions in how to fill in the ordering forms. “The ordering forms are not made for anyone to understand” (Technical Sales Manager in Argentina).

According some Account Managers (note: the ones with existing OSS customers) it is harder to order upgrades for existing customers than it is to buy equipment for a new customer. “I think Sweden, or the ERA, only sees the new customers and don’t care about the existing customers” (Account Manager, Brazil).

According to the general conception in Brazil, the procedures within Ericsson are not functioning. Components are often missing when installation of the system should take place. Because of the bureaucracy of purchasing simple components through Ericsson channels, the engineers often buy the components themselves, directly from the street.[1]

It has not happened once that the software and the documents arrived at the same time. Because of this, the Installers often bring surreptitious copies that they install instead. The correct documents do not accompany the surreptitious copies, and the customers will not pay until they have the documents.

One Project Manager in Argentina was troubled by the fact that no notification was sent from ERA when they received the order, which made it impossible to keep track of the order.

The fact that the software and documents were late was a big problem for the Sales Force in Argentina and Brazil. “The customer would not pay until they get the documentation, but the Market Unit does not receive the documents until the customer pays” (Account Manager, Argentina).

In the USA, the Sales Force apprehends the ordering process as a problem. In some cases, they found the delays of the hardware disturbing. The supply unit in the USA, on the other hand, found the ordering process as something that could be improved. The biggest issue was the responses from Sweden. “There is no easy way to see what have been shipped.” (Senior buyer, Supply center). The employee at the Supply Unit said that the ordering system made it difficult for the Roll Out to see when the software is coming.

1 Appendix 4

1.1 A General description of OSS

Cellular Management Operations Support (CMOS) is a family of application systems for different application areas in the Telecommunications Management Network (TMN) domain. CMOS is an Operation & Maintenance system solution for wireless networks. It makes it easy to perform on-line improvements on network efficiency and quality.

1.1.1Communication between CMOS and Network Elements

The CMOS and the network elements (AXE 10) are interconnected through an X.25 WAN. The communication is carried out using the Ericsson proprietary Message Transfer Protocol (MTP) running on top of the three X.25 protocol layers. The AXE 10 subsystem to which the CMOS is connected is the IOG-11 Data Communication Subsystem or the adjunct processor.

A CMOS implementation consists of one or more system servers and workstations, and zero or more MTP servers, all interconnected on a Local Area Network (LAN).

The use of CMOS increases the quality of the network and can therefore decrease the amount of dropped and blocked calls.

1.2Applications

Figure 1. CMOS applications

An operator can choose different paths when buying CMOS. An operator can start with any of the functional areas, such as Fault Management, Performance Management, Configuration Management, Accounting Management, or Customer Care. To choose one of the applications below a heading the basic application normally has to be bought also. Some applications also require another application. The basic applications are CNO, CNP, CNC, FOG, and CASIF. Tool Box does not have a basic application and its applications might require basic applications from other functional areas. Some applications can be placed under more than one functional area and can hence be found under several headings. There are also stand-alone applications that do not require a basic application at all. These stand-alone applications can be bought separately. Some features are included in several basic applications, for example command handling and file transfer to enable support for different users of the basic applications. The following paragraphs will describe all applications in more detail.

2Fault Management

Fault Management consists of a set of functions, which enables detection, isolation, and correction of abnormal operation of the wireless network and its environment. Trouble ticket, work order administration is also part of Fault Management.

2.1Basic Application - Cellular Network Operation (CNO)

The basic application of Fault Management is called Cellular Network Operation (CNO). CNO makes it possible for the operator to have a centralized operation with remote supervision and distribution of the functions to the regions. The security level will be higher due to the authorization profiling and logging of alarms and commands.

2.1.1Description

The CNO application is the part of the CMOS system that provides user-friendly features for the basic operation of a wireless network. Features are provided in the following areas:

  • CMOS Handling
  • Fault Management Handling
  • File Transfer Management
  • Command Handling

2.1.2CMOS Handling

CNO makes a number of tools available to the system administrator to administrate CMOS. Examples are:

  • System Security and Authorization
  • Network Model Administration
  • Graphical Alarm Presentation Administration
  • External Communication Administration
  • Log Administration

2.1.3Fault Management Handling

Events reported from network elements, datalink faults, external alarms, and CMOS internal errors are processed and distributed to the following CNO applications:

2.1.4Alarm Status Viewer

Network alarm status is presented to the operator on a color workstation. Graphic symbols represent the surveyed network elements and their respective alarm status. Figure 2 shows an example of the alarm status viewer window.

Figure 2. Example of Graphical Data Presentation

2.1.5Alarm List Viewer

The alarm list presentation displays information on current alarms for a selected managed object.

2.1.6Alarm Log Browser

All alarm records are stored in the alarm log, which provides a history of alarm information for a selected network element.

2.1.7Alarm Log Analysis

The Alarm Log Analysis provides functionality for retrieval of data from the alarm log and for analysis of that data , for example, create statistical reports. A number of report and analysis functions are included in the Alarm Log Analysis. There are also functions included that enable users to design their own report and analysis functions.

Alarm Text Routing to Selected Destinations

The system operator may define criteria for sending alarms to different output devices, such as a printer, a mail address, a file, or a workstation console window.

2.1.8File Transfer and Management

File transfer and file management provides the operator with functions to perform file transfers, scheduling, administration, management of file stores, and subscription to files received from external systems.

2.1.9Command Handling

CNO contains the following command handling tools:

Spontaneous Report Presentation

A special feature is included for the subscription of spontaneous reports from the network elements. The subscribing operator is notified upon reception of such reports.

Command Files

Features to create and execute command files are included. A command file can be automatically executed at a given predetermined time.

2.1.10Command Forms

A set of tools to develop menu trees and command forms is available. Created forms are presented to the operator, who is thus supported in the task of filling in the necessary parameters.

2.1.10.1Command Log

All commands are logged for reasons of security and post-execution checking.

2.2Applications

2.2.1Operations Procedure Support (OPS)

The aim of the OPS is to provide support for development and run-time control of MML command files. The main part of this feature is the Command File Developer, which supports run time editing, debugging, and execution of command files utilizing the Command File Language.

2.2.2Log Book (LB)

The LB application provides the means for the user to automatically record the action taken for a given assignment. Actions are recorded as tasks in the log record. The tasks are organized in lists and makes it simple to keep track of the responsibility and status for given tasks performed by the work force. The LB is integrated with Fault Management and Command Handling in CNO.

2.2.3Multi Vendor Support (MVS)

This application enables connections of equipment that sends text-based alarm information to the Fault Management in CMOS. This allows integrated alarm supervision in CMOS where equipment other than the AXE can be connected to CMOS and monitored from the same alarm-handling interface.

2.2.4Fault Management Expert (FMX)

A single fault in the network may cause a multiple number of alarms from several parts of the network, which makes it difficult to identify the root cause. FMX makes it possible to see the relevant alarms and provides users with a clearer and more accurate understanding of the status of the managed network.

2.2.5External Alarm Gateway (EAG)

The EAG is a tool that allows paging of the operator automatically when a specific event is detected by CNO, for example alarms, conditions and thresholds in the network elements. EAG makes it possible to monitor alarms remotely.

A Watch monitors the condition for which it has been defined. When the condition is detected, the Watch triggers the notification process to ensure the event is reported to the alerting device. Alerting devices can be numeric pagers or alphanumeric pagers

Watches can, according to different criteria, be defined for AXE alarms and UNIX alarms. Examples include:

  • All alarms with a specific slogan
  • All alarms of a given class or severity
  • All alarms for which the slogan contains a user-defined text pattern

2.2.6PC-Based MML Support

The PC-based MML support function makes it possible to connect the PC based WinFIOL (command handler) application to CMOS. When WinFIOL is connected to CMOS, the authority check and command logging will be performed in the CMOS environment. If WinFIOL was not connected to CMOS it would not have the same security.

2.2.7Q3 Alarm Surveillance Agent (Q3 ASA)

The Q3 ASA offers a Q3 interface to CMOS. This interface supports alarm surveillance in conformance to ITU-T standard Q.821. Q3 ASA allows the Fault Management applications in CNO to format alarms and forward them to external systems, using the Q3 interface. In addition, Q3 ASA supports control of alarm reporting by the external system.

2.2.8Q3 Alarm Surveillance Manager (Q3 ASM)

The Q3 ASM also offers a Q3 interface to CMOS, allowing the Fault Management applications in CNO to receive alarms through the Q3 interface, from Q3 network elements, or other operating systems. The Q3 ASM provides standard OSS Fault Management with the necessary complements to perform alarm surveillance of Network Elements of the Q3 type (according to Q.821) via the Q3 Alarm Adaptation Unit.

2.3Stand Alone Applications

2.3.1Maintenance Management Information System (MMIS)

2.3.1.1Description

The MMIS is a support system for the field maintenance of a wireless network. The MMIS is a solution specifically designed for the operation and maintenance of telecom networks, based on several third party products.

MMIS includes functions supporting:

  • Registration and Maintenance of Network Hardware
  • Handling of Work Orders for Field Maintenance
  • Handling of Spare Parts
  • Handling of Trouble Reports
  • Handling of Planned Maintenance Activities
  • Management of Spare Part Stock
  • Management of Field Maintenance Work Force
  • Measurements of Systems Hardware Performance

The functionality of MMIS has been divided into three different modules or packages:

  • Trouble Ticket Management
  • Work Order Management
  • Equipment Management

Trouble Ticket Management and Work Order Management can be used independently, while Equipment Management requires Work Order Management.

2.3.2WinFIOL

2.3.2.1Description

FIOL for Windows (WinFIOL) is an exchange command-handling program. Its functions ensure easy operation, and maintenance work can be done for routine tasks as well as for special operations. WinFiol is run on a PC but is connected to the Unix based CMOS by the MML.

3Performance Management

Performance Management includes performance quality assurance, performance monitoring, performance management control, and performance analysis.

3.1Basic Application - Cellular Network Performance (CNP)

The basic application of Performance Management is called Cellular Network Performance (CNP).

3.1.1Description

CNP consists of the Cellular Performance Management and the Cellular Performance Reporting application. CNP enables users to design their own presentation of reports and can help the operator with advanced decision support for planning future growth.

3.1.1.1Cellular Performance Management

The Cellular Performance Management application provides the user with feedback on wireless network conditions and on traffic performance in the MSCs. Information is retrieved from the MSCs, by using the existing MSC measurement and recording functions. Therefore, each feature corresponds directly to a prerequisite function in the MSC. These optional features in the MSC have to be bought to get the full functionality of CNP.

Radio Network Measurement features post-processing of; cell traffic statistics, traffic measurement on cells, radio related call release and recording of voice channel handling.

Radio Network Recording features post-processing of cell traffic recordings, radio environment statistics and radio disturbance recordings

For each feature in Cellular Performance Management, the Cellular Performance Reporting application below has an advanced corresponding report service feature.

3.1.2Cellular Performance Reporting

The Cellular Performance Reporting application consists of a group of inquiry and reporting features that operate on network information to generate performance reports on the network. The general report generator can produce reports on a regular basis and produce immediate reports combining different kinds of data for the individual or temporary need.

3.1.3Command Handling, File Transfer, File Management

The CNP also includes command handling, see section ‘Command Handling’ for a description and file transfer and file manage, see section ‘File Transfer and Management’ for a description.

3.1.4CMOS Handling

CNP makes a number of tools available to the system administrator to administrate CMOS. Examples are:

  • System Security and Authorization
  • External Communication Administration

3.2Applications

3.2.1Report Generator Developer (RGD)

The Report Generator Development application provides functionality to develop customized reports, through Applixware software

3.2.2Performance Measurement Application (PMA)

The PMA is a post-processing application designed to assist the network operator in collecting traffic performance data from AXE network elements, but not from cells. The PMA assists in the following tasks:

  • Short term surveillance of network traffic
  • Long term planning of how network resources can handle traffic most efficiently

The application assists the operator to order measurements, collect data from ordered measurements, and to store in the relational database in CMOS.

There are also tools included that make it possible to process the collected data.

3.2.3Statistical Report Package (SRP)