Latency Automation Service Enhancement Remedy (LASER) is a system developed to monitor customer’s service performance. The key features of LASER are on the go alert notification, real-time latency monitoring and network script automation.

1. Latency Automation Service Enhancement Remedy
(LASER)
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Ts . MOH D FA I Z A L A B D RAU P
Tel eko m Mal ay si a B erh ad

2. Network
problem
Latency issue
Customer
complaint
Troubleshooting
& Fine tuning
Network resolve
If team can detect
latency issue
We can avoid
customer complaint
Network Problem Cycle
Internet user Internet cloud Content Server
During Internet activity,
there might be issue in
the Internet cloud or
network
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BACKGROUND

3. WHY
We have to solve this issue?
Increase the productivity Added value to service Boost customer satisfaction
 Number of complaint
regarding latency &
packet loss increase
 Requirement for
process automation
 Potential new
customer
Reduce restoration cycle time
 Provide visibility
to network latency
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4. Problem Statement
Delay in handling
troubleshooting activities for
latency and packet loss issue
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5. WHATis network performance?
Packet loss: One or more
packets fails to reach its
intended destination
Latency: How fast the contents
within a pipe can be transferred
from the client to the server and
back
LASER
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6. WHO involved in the incident?
Network Operation Centre (NOC)
Managing customers network 24 x 7
Corporate customers
Customers those subscribing dedication bandwidth
with TM
LASER
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7. WHENthe issue happen?
Incident time
Can be anytime
Prime time
Malaysia’s peak Internet traffic is around 8pm to 10pm
Malaysia’s Internet Peak Hours
LASER
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8. WHERE the incident happen?
Incident location
Can be anywhere along the Internet path
LASER
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9. WHY
Network Operation Centre (NOC)
- Limited visibility to the network performance
- Manual intervention to check and monitor the
network
delay in troubleshooting?
LASER
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10. HOWthe issues happened?
1. Network outage
- Cable cut due to construction activities
- Nature force
- Sabotage
2. Limited Internet capacity
- High usage during peak hours
LASER
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11. SPECIFIC MEASURABLE ACTIONABLE REALISTIC TIME BASED
TO REDUCE CYCLE TIME FOR TROUBLESHOOTING ACTIVITIES RELATED
TO NETWORK LATENCY ISSUE BY 80%
S.M.A.R.T Goal Setting
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12. Most Probable Cause Alternative Solution
Conventional latency checking
On the go alert notification
Manual checking on fault
Manual latency monitoring
Real-time latency monitoring
Regular latency checking
Unable to do regular checking
Network script automation
Allocate more staff to check
Latency
Final Solution of the Problem leads by the various alternative solution
Automation Service Enhancement Remedy
DEVELOPMENT OF SOLUTION
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13. Features Description
On the go alert notification
 Telegram alert on the network incident
 Email alert with detail latency statistic
Real-time latency monitoring
 Issue detected by the time it happen
Network script automation
 Checking done every 5 minutes non-stop
LASER Features that improve the troubleshooting process
Continuous latency checking
Automatic error detection
Real-time notification
Consistent do it again and again
Latency Automation Service Enhancement Remedy
DEVELOPMENT OF SOLUTION
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14. 01 Email / telegram alert
Customize guideline
Latency status
LASER monitoring & alert
RESULT MONITORING

15. 02 Service verification / network tuning
Latency spike
LASER monitoring & alert
RESULT MONITORING

16. 03 Alert cleared
Latency back to normal
LASER monitoring & alert
RESULT MONITORING

17. 03 Alert cleared
Latency record
LASER monitoring & alert
RESULT MONITORING

18. CONFORMANCE TO PLAN
Significant improvement on troubleshooting cycle time after LASER implementation
0
50
100
150
200
250
300
Average troubleshooting time
Development
phase
Troubleshooting
time
(minute)
Trial
phase
Adjustment
phase
Monitoring
phase
Post Implementation
Review (PIR)
Before project
Target
Actual performance
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19. Target Achievement
NOTIFICATION BUSINESS
TEAM
CUSTOMER
SUCCESS
Protect TM revenue
Support TM Vision
Increase productivity by
100%, no missed alarm
Repetitive complaint
reduced by 100%
Real-time alert to NOC
Improve troubleshooting activities by 80%
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20. Network Technical Assurance Centre
Network Operation Command Centre
Managing TM IP infrastructure, perform network and
service analysis, initiate and track improvement plan
• Senior Specialist
• Network design & troubleshooting
• Service Centric Operation
• Customer experience analysis
• Routing engineer
• Traffic engineering and optimization
• Fault analyst
• Incident management and quality improvement
Project Sponsor
Muhammad Qusairy
Project Advisor
Mohd Azlan
Project Leader
Mohd Faizal
Technical Support
Mohd Zaihan
Technical Support
Paramesvaran
Technical Support
Maisarah
TEAM LASER
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21. Current incident process and troubleshooting steps
Start
Received
complaint from
customer with
problem symptom
(Packet loss,
latency etc)
Received escalation
from CNAC
Yes
CNAC
Escalate to CNAC
Problem
persist?
Closed
No
NTAC
IPCORE
Received escalation from CSOC.
Perform first level troubleshooting
CSOC Collect info
and details
of customer
Verify with
customer
Troubleshooting
activity and fine
tuning
ANALYSIS
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22. Start
Received
complaint from
customer with
problem symptom
(Packet loss,
latency etc)
Received escalation
from CNAC
Yes
CNAC
Escalate to CNAC
Problem
persist?
Closed
No
NTAC
IPCORE
Received escalation from CSOC.
Perform first level troubleshooting
CSOC Collect info
and details
of customer
Verify with
customer
Troubleshooting
activity and fine
tuning
Incident trigger by
LASER
LASER automation bypass the old process
ANALYSIS
Improved incident process and troubleshooting steps with LASER
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23. Troubleshooting cycle time comparison
Average handling time (AHT)
ANALYSIS
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24. a) Modify the process (before & after)
b) Reduce cycle time
c) Automation & digitalization
1. PROCESS SIMPLIFICATION
a) Optimizing existing hardware
b) Make use of available open
source software
c) USD25k cost avoidance from
the in-house deployment
5. COST OPTIMIZATION
a) Troubleshooting process
improved by 81%
b) Proactive network
troubleshooting
a) Attract new customers
b) Provide value added services
3. CREATE OPPORTUNITY
Staff can focus on troubleshooting or
other important activities
4. INCREASE PRODUCTIVITY
2. IMPROVE CUSTOMER
SATISFACTION
Based on the strengths & opportunities in SWOT analysis, LASER has achieved the objectives
MEETING THE OBJECTIVE
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25. 1) LASER dashboard installed to be
used by NOC staff
2) Work Instruction (WI) to use
LASER have been developed
3) Training to NOC staff
executed from time to time
STANDARDISATION
Based on the PIR result, new adopted procedures being standardized and maintained
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26. ACHIEVEMENTS
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Champion NOCC CIIC
RISTEX 2020 – Gold Award
RISTEX 2020 – i4.0 Award
APIC 2020 – 5 Star Award, Top 20 best service sector
ICQCC 2021 – Par Excellence Award

27. CONCLUSION
Elements for the operational sustainability have been derived
Customer
Satisfaction
Revenue
Retaining
Process
Simplification
Proactive troubleshooting Network history
Real-time monitoring
Auto detection
Value Added Service
Minimal deployment cost
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28. © Copyright 2022 Telekom Malaysia Berhad Private & Confidential