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The Cisco – SP Partnership: How Proactive Planning Drives Service Quality

By Carlos Cordero, Director, Service Provider Internet Business Solutions Group

In my previous blog I explained the importance of collaborative testing between telecommunications service providers (SPs) and their network vendors in order to achieve higher service quality levels. I’d like to start where I left off and move on to exploring how this type of collaboration can extend into the planning process.

SPs with the highest service quality tend to have a strong planning capability within both their Network Engineering and Operations organizations, which is directly coordinated with their vendors. Leading SPs establish a joint Program Management Office (PMO) with their network equipment vendor, whose scope of responsibility includes early bug identification, bug remediation, and new feature deployment. This includes structured, joint planning meetings and performance reviews which are attended by VP-level engineering and operations executives, as well as senior members of the vendor’s account team, services organization, and the development organization.

The joint SP-vendor PMO performs several critical activities.  First, it drives requirements gathering with senior network designers, and then works with them until actual code is released.  The PMO also develops network architectures with the vendor and the SP’s engineers using “Plan-of-Record” (POR) documentation.  Next, the PMO jointly prioritizes feature functionality with the vendor, keeping track of critical features needed by specified timeframes.  It works closely with the vendor’s development organization to understand any design limitations, testing issues, and special conditions.  In addition to performing classic management functions, the PMO makes use of “Bug Workbooks” to track all major, critical, and minor bugs and trends.

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The Cisco – SP Partnership: Best Practices for Lifting Service Quality

By Carlos Cordero, Director, Service Provider Internet Business Solutions Group

Service providers (SPs) often face a number of service quality challenges. These challenges, more often than not, result from hardware failures, software bugs, network outages, packet loss, and capacity issues. The majority of these challenges may not be new, and may have already been resolved by SPs’ technology partners, or by other operators. Indeed, SPs could capture significant operational benefits simply by adopting well-established best practices.

However, adopting these best practices requires a proactive and open relationship between SPs and their technology partners. Without open cooperation, adopting these best practices and continuous improvement will always prove to be a challenge.

To explore the relationship between an SP’s culture and the adoption of best practices, I will be writing a series of articles on the SP360 blog covering operational and engineering best practices, challenges, and benchmarks observed in the course of working with major service providers worldwide.  The specific topics I will cover include: operational practices such as testing, certification, engineering rules, go-live, and incident management; as well as organizational capabilities (planning, program management, culture, management practices, IP skillsets, and staffing levels).

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