內(nèi)容課件分析assessment sumary

RNC：RadioNetworkMSC:ServiceSwitchingMSC提供交換功能，完成移動用戶尋呼接入、信道分配、呼叫接續(xù)、話務(wù)量控制、計費、管理BSSMSC并提供面向系統(tǒng)其它功能實體和面向固定網(wǎng)（PSTN、ISDN等）的接口功能。作為網(wǎng)絡(luò)的核心，MSC與網(wǎng)絡(luò)其他部件協(xié)同工作，完成移動用戶位置登記、越區(qū)切換和自動漫游、合法MGW:MediaGate基礎(chǔ)傳輸網(wǎng)（IP、ATMTDMMGWSGSN:serviceGPRSsupportGPRS業(yè)務(wù)支持節(jié)點，執(zhí)行移動性管理，安全功能和接入控制以及路由選擇等功能。SGSN和HLR之間的Gr接口用于SGSN與HLR之間傳送移動性管理的相關(guān)信令。SGSN與SMS-GMSC/SMS-IWMSCGdGPRS傳送短消息業(yè)務(wù)。SGSNMSC/VLR之間GGSN:GatewayGPRSsupportnode，GGSNHLR:HomeLocationHLR是一個靜態(tài)數(shù)據(jù)庫，用來本地用戶數(shù)據(jù)信息的數(shù)據(jù)庫HLR兩類數(shù)據(jù)MSISDN、IMSI、用戶類別、Ki，補充業(yè)務(wù)等參數(shù)。MSMSC/VLRMSC/VLR地址。VLR:VisitLocationRegisterVLRHLR中獲得的。MSLAI。EIR:EquipmentIdentificationEIR也是一個數(shù)據(jù)庫，有關(guān)移動臺設(shè)備參數(shù)。主要完成對移動設(shè)備的識別、監(jiān)視、閉鎖等功能，以防止移動臺的使用。（IMEIAUC:AuthenticationAUC屬于HLR的一個功能單元部分，于GSM系統(tǒng)的安全性管理。它產(chǎn)生為確定移動客戶的和對呼叫所需鑒權(quán)、加密的三參數(shù)（隨機號碼RAND，符合響應(yīng)SRES，密鑰eNodeMME：MobilityManagementEPS承載控制，空閑態(tài)移動管理，NASSGW：ServingEPC和eUTRAN的網(wǎng)關(guān)，分組數(shù)據(jù)路由和轉(zhuǎn)發(fā)，合法和計費PDN-GW：PDNUEIPHSS：HomeSubscriberHSS于HLR的區(qū)別？有HLR為什么還要HSS？IP多功能為IMS子系統(tǒng)的控制功能提供GSMBSCGPRSGSMPCUTR（TRH–TRANSCEIVERHANDLER信令。所有從BSC/TRC到中TRX的信令都是由TRH處理的。GSMUmAbisAMTP2(SS (SSMTP2(SS (SSAbisAbis接口定義:為子系統(tǒng)的兩個功能實體控制器信臺之間的通口BTS(BSC并置即：BTSBSC不在同一位置)BSCBTS端互連方式物理2.048Mb/s64kbit/sPCM數(shù)字傳輸鏈路來實現(xiàn)。Um(空口接口Um接口空中接口,定義為移動臺與收發(fā)信臺BTS之間的通口,用于移動臺與GSM系A(chǔ)A接口定義為:網(wǎng)路子系統(tǒng)NSS與子系統(tǒng)BSS之間的通口從系統(tǒng)的功能實體來說,就是移動業(yè)務(wù)交換中MSC與控制器BSC之間的互連接口.其物理2.048Mb/sPCM數(shù)字傳輸鏈路來實現(xiàn).理,管理,移動性管理接續(xù)管理等WCDMAUUUENodeB廣播尋呼及RRC連接的處理；切換和功率控制的執(zhí)行；處理無線資源的管理和控制信IubIubNodeBRNCIurIubRNCRNCUTRANUERNC進(jìn)Iur主要功能有：傳送網(wǎng)絡(luò)的管理；公共傳送信道、傳送信道和下行共享傳送信道的業(yè)務(wù)管理（RL建立/增加/刪除、容量分配傳送公共和測量對象的測量報告。用戶面協(xié)議：IurFPIu接口Iu口為RNC到網(wǎng)之間的接口，主要功能有建立和釋放無線接入承載，系統(tǒng)內(nèi)和系X2TheinterfacebetweenMainlyusedtosupportactivemodeUEMayalsobeusedformulti-cellRadioResourceManagement(RRM)functionsX2-CPinterfacewillconsistofasignallingprotocolcalledX2-APontopofSCTPTheX2-UPinterfaceisbasedonGTP-UTheX2-UPinterfacewillbeusedtosupportloss-lessmobility(packetforwarding).TheX2interfaceisamany-to-manyinterface.S1TheinterfacebetweeneNodeBandEPC(MMEandS-GW)SplitintoS1-CP(control)andS1-UP(userne).SignallingtransportonS1-CPwillbebasedonSCTPPayloadtransportonS1-UPwillbebasedonGTP-GSMGSMTheMSusesRACHtoaskforasignalingchannel.（ChannelTheBSCallocatesasignalingchannel,usingAGCH.（ImmediateTheMSsendsacallset-uprequestviaSDCCHtotheMSC/VLR.OverSDCCHallsignalingrecedingacalltakesce.Thisincludes:TheauthenticationprocedureStartcipheringTheMSC/VLRinstructstheBSC/TRCtoallocateanidleTCH.TheRBSandMSaretoldtotunetotheTCH.TheMSC/VLRforwardstheB–numbertoanexchangeinthePSTN,whichestablishesaconnectiontothesubscriber.IftheB-subscriberanswers,theconnectionisGSMThePSTNsubscriberkeysintheMS’sephonenumber(MSISDN).TheMSISDNisyzedinthePSTNwhichidentifiesthatthisisacalltoanetworksubscriber.AconnectionisestablishedtotheMS’shomeGMSC.TheGMSCyzestheMSISDNtofindoutwhichHLRtheMSisregisteredin,andqueriestheHLRforinformationabouthowtoroutethecalltotheservingMSC/VLR.TheHLRtranslatesMSISDNintoIMSI,anddetermineswhichMSC/VLRiscurrentlyservingtheMS.TheHLRalsocheckstheservice,“CallforwardingtoC–number”.Iftheserviceisactivated,thecallisreroutedbytheGMSCtothatnumber.TheHLRrequestsanMSRNfromtheservingTheMSC/VLRreturnsanMSRNviaHLRtotheTheGMSCysestheMSRNandroutesthecalltotheTheMSC/VLRknowswhichLAtheMSislocatedin.ApagingmessageissenttotheBSCscontrollingtheLA.TheBSCsdistributethepagingmessagetotheRBSsinthedesiredLA.TheRBSstransmitthemessageovertheairinterfaceusingPCH.TopagetheMS,thenetworkusesanIMSIorTMSIvalidonlyinthecurrentMSC/VLRservicearea.WhentheMSdetectsthepagingmessage,itsendsarequestonRACHforaTheBSCprovidesaSDCCH,usingSDCCHisusedforthecallset-upprocedures.OverSDCCHallsignalingprecedingacalltakesce.Thisincludes:TheauthenticationStartTheMSC/VLRinstructstheBSC/TRCtoallocateanidleTCH.TheRBSandMSaretoldtotunetotheTCH.Thephonerings.Ifthesubscriberanswers,theconnectionisWCDMACSCSPSGSMGSMFDD使用的頻段：1800MHzFDD-LTE頻段(1755MHz～1785MHz，1850MHz～1880MHz)。作為國際主流頻段，1800MHz的FDD-LTE已經(jīng)獲得從系統(tǒng)到終端的LTE的廣泛支持。TDDFDDTDD峰值速率計算：14OFDM符號/1ms6*14=84bits/1ms子幀GPRSCS-1-CS-4,EDGEMCS-1-MCS-9GMSKWCDMA3.84MWCDMA的碼片速率，8sf=8的擴頻，2QPSK，1/31/3的卷積編碼（或其他編碼方式384kbps3.84M16QAM調(diào)制，1chip4bit，速率就變成3.84*4，然后擴頻，HSDPA規(guī)定擴頻因子為16，所以每個HS-DSCH上的最快速率就是3.84*4*15/16=14.4Mbit/s3.84*6*15/16=21.6MGSM900：909-915(UL),954-960(DL)DCS1800：1735-1745(UL),1830-1840(DL)WCDMA：1920-1980(UL)2110-2170(DL)GSM900：890-909(UL),935-954(DL)DCS1800：1710-1720(UL),1805-1815(DL)WCDMA關(guān)鍵技術(shù)，HSDPA關(guān)鍵技術(shù)，ULRAN:WCDMACSGSMPSGPRSRAN:PSGPRS，無重大改進(jìn)。RAN:CS:MSC-SPoolIPPSSGSNPool。IMS，3G業(yè)務(wù)平臺建設(shè)。RAN:HSUPACSPSGbIPWCDMARAKEHSUPA：HARQ技術(shù)，調(diào)度算法和短幀技術(shù)（2msTTI）LTE的關(guān)鍵技術(shù)和演進(jìn)：NetworkHARQLTERE15kHzslot0.5msOFDMsymbolRB：12180kHzslot0.5ms，7OFDMsymbols。12*7=84RE。SB2RB，180kHz,1msFDD幀結(jié)構(gòu)：10個子幀（2slots，10msTDDLTECSFBCSFB（CircuitSwitchedFallCSFBCSFBCSFB關(guān)于Fast RIM（RANInformationManagement）GERAN、UTRAN、E-UTRAN接入網(wǎng)間通過核心網(wǎng)進(jìn)行信息交換。RIMeNodeB、MME、SGSNRNC/BSC。其中，MME、SGSN對交換的信息只進(jìn)行雙向轉(zhuǎn)發(fā)，不進(jìn)行解析。RIMR9RRCRRCrelease的步驟回到空RIM這樣的流程進(jìn)行連續(xù)信息的提前發(fā)布，這樣就可以減少網(wǎng)間做互操作的eNodeBRIMUTRANtoGSMNACCeNB需要系統(tǒng)信息時，BSCeNBCSFBG網(wǎng)的起呼。SRVCC（SingleradioVoicecallWhenUEinthemovementsituation,SRVCCcouldletthevoicestillworkintheareawherethereisnoLTEsignals.VOLTECSFB的優(yōu)勢IP化降低成本（70%）；頻譜利用率高，容量大（2.5倍）；語音（2倍）；業(yè)務(wù)靈活擴展（N倍）VoLTEIPIPIMS進(jìn)難點在于與傳統(tǒng)的2/3G切換流程相對復(fù)雜，是網(wǎng)電路域與IMS之間的切換，涉及IMS、電路域和LTE網(wǎng)之間的互操作。TDD與FDDLTE的對比TDD分上下行子幀，F(xiàn)DD5msRRU設(shè)備：TDDFDD1dBBeamForming獲得陣列增益、分集增益和復(fù)用增益。Beamforming通常有兩大類實現(xiàn)方式：MIMOBeamformingDOABeamforming。CWS是平均信號功率,N（S/N）=10×log10（S/N話務(wù)量為：A=C*t。A是話務(wù)量，單位為erl（愛爾蘭，C是呼叫次數(shù)，單位是個，t是1IPDescribedifferencesbetweentraditional solutionsandIPsolutions(e.g.LTE,IMS,PBN)intermsofcomplexity,standards,interfaces,security,networkdesign,QoS(QualityofService). solutionswererestrictedtothespecificdesignedcommunicationsnetwork.Intheotherhand,IP solutionsallowstheinterconnectiontotheworldwideIPnetwork.Thisimpliesmuchmoreapplicationpossibilities,andalso,securitypolicies(firewalls,IPdesigns,authentications,etc.).AnotherdifferencebetweentraditionalandIPsolutionsreferstothefacttheIPusesopenstandards,notonlyinterfacesbutalsocomponents(e.g.commercialdatabases,operativesystems,etc...),thusreducingcostsandtakingadvantageofnewfunctionalitiesdevelopedforthesestandards.Summarizing,IPIPtechnologydoesnotdependonthephysicalmedium,soprovideastandardwayofhowtocreatealogicalnetworkwithoutphysicalrequirements.IPtechnologyprovidesmoreflexibilityandscalability,reducedcostsandstandardtransportequipmentsforcustomernetworks.Costsave,IPismuchcheaperandreducesthecustomerOPEXIPbasedinterfacesarestandardandequallyimplemented,whichsignificantlydecreasesOPEXatoperators.所謂“三網(wǎng)合一”是指計算機網(wǎng)絡(luò)、電信網(wǎng)絡(luò)、有線電視網(wǎng)絡(luò)的，即傳統(tǒng)電信網(wǎng)、計建立在一個網(wǎng)絡(luò)平臺上的技術(shù)。隨著新技術(shù)的發(fā)展，鋪設(shè)光纖的成本大大降低，IP技術(shù)的IP化自身的潛在缺點和風(fēng)險也逐步放大。

保護(hù)等。一旦存在網(wǎng)絡(luò)，網(wǎng)絡(luò)就會陷入癱瘓。而網(wǎng)絡(luò)IP化的全面推開，IP協(xié)議的缺陷將深入到整個電信網(wǎng)絡(luò)的方方面面電信網(wǎng)和互聯(lián)網(wǎng)一樣也開始一系列新的安全問題。IPIPA類地址:0-127B128-191C192-223，以子網(wǎng)掩碼來進(jìn)行區(qū)別：D224-239E240-254NO.5EricssonSplitofresponsibilitiesbetweenBU/GFandBU/GFresponsibilities（Productsandcapabilities/Ownprocess,methods&tools/GlobalSatisfyshortandlongtermmarketneedsbyinvestingincompetitiveproductsandcapabilitiesInvestinR&DforproductsInvestinearlydealsforfuturereplicationandscaleManagedServices.RevenueAssurance,DynamicDiscountingSolution…)Crossregioncapabilitiesinservicedelivery(GlobalserviceRegionresponsibilities(Customersolutions,andre-use/Applyprocesses,methods&tools/Customervalue)SatisfycustomerneedsbydevelosolutionsfinancedandcommittedbycustomerTailoredsolutionstosolvecustomerissuesCustomersolutionlifecycleCompetitivenessandefficiencythroughizedre-10NorthAmericaLatinAmericaMediterraneanWestern&CentralNorthernEurope&CentralAsiaMiddleEastSub-SaharanAfricaSouthEastAsia&Oceania&NorthEastAsiaTheorganizationconsists5BusinessLinesConsultingandSystemsIntegrationManagedServicesProductRelatedBroadcast&MediaServicesIndustry&Society5FunctionalAreasFinanceandServiceDelivery&OperationsMergers&BusinessDevelopment&3StaffFunctions(SF)1SpecialUnit4GlobalServicesRomaniaandMexicoRNEACustomerOperationsManagement(COM)functionistransferredfromRNEAManagementOfficetoProjectOfficewithinServiceDelivery&Operations TheCountryOperations’unitsensurethatallcontractualdeliveriesarefulfilledtowardscustomersutilizingCustomerOperationsManagers.TheCustomerOperationsManager(COM)isresponsibletowardsaCustomerUnitorKeyAccounttoensureendtoendoperationalperformancetowardsthecustomeraccordingtotargetsagreedwiththerespectiveCustomerunitsand/orKeyAccount.Theroleshallensurethattheportfolioismanagedandthatprojectswithinthatportfolioareprogressingaccordingtoschedule.TheCOMshalltakeontheroleasCFRinthepre-salesphase.Therole,withtheinsightoftheongoingportfolio,iskeytoensurecommunicationtotheAccountsandOperations’organizationsforspecificprogressandescalationsupport,aswellastowardsCustomerEngagementandCustomerSolutionsforprovidinginputintoopportunitiestowardsthecustomer.RelevantinformationshouldalsobeusedtowardstheSupplyteam.TheAreaccountabletodeliveronallcontractualcommitmentstowardscustomerswith:quality,acompetitivecostpointandwithahighdegreeofcustomersatisfaction.Therearefiveflows:ManagedServices,CustomerSupport,ConsultingandSystemIntegration,NetworkRoll-Out&NetworkDesignOptimisation,andSupply.Theyensurethereadinessandavailabilityof:competent&capablepeople,tools,processesandre-useofknowledgeacrosstheregion.TheFlowsprovideatformtoindustrialisethedeliveryofEricsson’sservicesportfolioandensurewecontinuouslyimprove:cost,productivity,qualityandultimayimproveourcompetitivepositionandcustomersatisfaction.RNEAOperationsLocalGTCKeyPerformanceIndicatorKPIisaperformancemeasurementusedtoevaluatethesuccessofaparticularactivityinwhichitisengagedtoachievetheorganization’sstrategicgoals.AKPIiscrucialtosignificantimpactonthebusiness,organization,people.OperationalPerformanceIndicatorPerformanceindicatorsthatarenecessarytohelpstreamline,managetheefficiencyeffectivenessofanorganization’sEmployeeEngagement:NDORobustCommitmentNDOMan-HourrateisKPItomonitorourCostMan-Hourrate=Forecastedcostsforthetarget/TheexpectednumberofchargeablehoursfortheforecastyearForecastedcostsforthetargetyear:Employeecost,PrimaryExpensesandAllocationandEmployeeLocalstaffSalaries（工資）Pension（五險一金）&otherbenefits（福利ExpatriatesSalaries,Pension&otherPrimaryOffices&service（辦公用品和服務(wù)municationexp.(fixed 費AssetCosts(e.g.:depreciation)（固定資產(chǎn)，桌椅板凳，燈，，空調(diào)ExternalMiscellaneousRechargestoMgmtre-allocationwithinownCUAllocation-GlobalIS/ITExpenses（LocalIS/ITAllocatedHRSSCAllocatedGenMgmt(RCNACPCH=Cost/ChargeableMan-HourMan-Hourrate是下一年的預(yù)估值，CPCHBR(Billability%)=BillableHours(TTC)/AvailableTHENETWORKEDSOCIETYOurTheprimedriverinanall-communicatingALL–COMMUNICATING municatingworldmeansaworldinwhichallpeoplecanusevoice,data,imagesandtoaccessandshareideasandinformationwheneverandwherevertheywant.Broadbandeverywhere;fixedand.Affordablecommunicationforall;AllthingsWehaveavisionof50billionconnecteddevicesbyWedonotjustconnectcesandpeople–butalsomachinesanddevices.Anythingthatbenefitsfrombeingconnectedwillbeconnected.OurInnovatingtoempowerpeople,businessand3Respect:Whenwerespecteachother,itstrengthensourabilitytolisten.Perseverance:Thecompetitionintoday’sworldisfierce5SpeedQualityEmpowerActionPerformTeamWhatwewanttoSellFast,FlexibleandresponsivetocustomerInnovativeofferingstodriveopportunitiesanddealsSkill/scaleinsellinganddeliveringFullportfolioClearresponsibilitiesbasedoncustomerandmarketneedsRepositionEricssonforgrowthOccupationalhealth&safety，的內(nèi)部管理、減少經(jīng)營風(fēng)險、避免損失。職業(yè)安全衛(wèi)生管理體系體現(xiàn)了保護(hù)，的國際潮流，因而該體系繼ISO9000體系和ISO14000環(huán)境管理體Safeceofwork健康安全的工作環(huán)境Safentandequipment安全的儀器和設(shè)備Safeandprotectionofothers保護(hù)其他人安全Competentsupervision(主管監(jiān)督)Safesystemsofwork（安全的工作系統(tǒng)Effectivetraininginstructionandinformation（有效的培訓(xùn)、指導(dǎo)和通知OHSClimbing&WorkingatHeights（登高作業(yè)，鐵塔天饋ConstructionandCivilWorkManagement（建筑與土木工作的管理）Driver&Vehicle（駕駛機動車輛）Controlofenvironmentalandoccupationalnoise（控制噪聲）Loneworking（獨立工作，出差）Manualhandlingprocedure（）Chemicalmanagement（化學(xué)物品管理）alprotectionequipment(PPE，安全帶，安全繩)Radiofrequency（輻射）Workingwithelectricity（強電弱電，靜電手環(huán)alcontactHavinggoodandwidepeoplenetworkisisveryusefulinthedailywork.Thewaytokeepthepeoplenetworkisthecontactby,lync(Ericssonpeople),skypeand(customer),andphoneasoftenasitispossible.NO.8ConsultativeDescribeyourunderstandingoftheConsultativeApproach,aswellastypicalexperiencesfromthinkingandactingasaconsultativeNetworkEngineerMyunderstandingof"ConsultativeAstoConsultativeApproach,weshouldfollowoneprinciplefirst,thatisCustomerFirst.Inourprojectwehavetoestablisharelationshipoftrustwiththecustomerthrougheffectivecommunicationandprofessionalism,andfullyunderstandthecustomerneeds,motivationsandwaysofworking.Afterthatweshouldprovideourexpertadviceand mendationsaftercarefulresearchandverification.IthinktheconsultativeapproachincludesthefollowingkeyActinaconsultativeHaveagenuineinterestintheHavetheabilitytoasktherightquestionslistentotheUnderstandthe’s:businessenvironment,needsandHavetheabilityDrivechange,beproactive,combinetheseabilitieswithhisexpertise,createasolutionthatexceedsthe’sneedsandexpectationsConsultativeexperiencesasNetworkEngineerintheIn2013GSMantennafeederspecialoptimization,thecustomerwasinbigtroublefortraditionalmethodscouldnotlocateantennaproblemsprecisely.Aftersomecommunicationswiththecustomerandourtechnicalsupport,wedecidedtointroducetheFFAXsoastofindandlocatetheantennaproblemseasily.AfteradoptionoftheFFAX,wecouldfindandlocatetheproblemsmucheasier,whichsavedanumberofexpenses.Describeyourstrengths/weaknessesas，詢問問題了解客戶真正的意圖。SolutionDescribeyourviewonthedefinitionof"consultativeapproach"DefinitionofConsultingSkillsinConsultativecapabilityistheabilitytohelpthecustomerorganizationidentifyfutureneedsandtoprovideproductsandservicestohelpthecustomermeetthoseneeds.Consultativeservicesarenotequivalenttoselling,perse,butaugmentthesellingfunctionandsalesprocess.Suchservicesprovidevaluetothecustomerbyprovidingasales withaproblemsolvingmentalitythathasthecustomer’sbestinterestsatheartforawin-winapproachtotherelationship.Theseserviceswilllikelybeperformedbeforeasaleismade.rsalsomayoffervalueonthisdimensionbyprovidingvalueysisforcustomers.Beabletolisten,exinandhelpthecustomerinthebestwaypossible.Beawarethecustomeristhemostimportantinourbusiness.Usethebestphysiologyandcommonsense(putincustomershoes,bepolite,showrespect,actquickly,etc.)LISTENcarefully(Nointerrupt,showingempathy)ASKquestiontounderstandcustomerneedsStudythesituation(AskCore3),lookingforasolutionBuildupcredibility(lalwaysthetruth,givefats,etc.)Makeaproposal,provideasolutionoralternativesRULESformanagingDIFFICULTListeningskillsConsultativeCode:QActsinaconsultativeway(咨詢顧問的行為方式Hasagenuineinterestin Hastheabilityto:（擁有和問正確問題的能力asktherightquestionslistentotheUnderstands businessenvironmentHastheabilityto:（擁有處理變更，積極主動，發(fā)揮專業(yè)技能，給出超出客戶預(yù)期方案的drivechangebecombinetheseabilitieswithhiscreateasolutionthatexceedsthe’sneedsand，行為方式表現(xiàn)的像一個咨詢顧問，真誠的為客戶著想客戶訴求，通過問到關(guān)鍵問，TheConsultantsawell-developedabilitytoworkinstrongcommunicationpresentation ysisleadershipstrongproblemdefinitioncriticalthinkingTheconsultant’sdefinetheproblemfacingthecustomer(明確客戶的問題takeadvantageofpriorexperience（利用以往的經(jīng)驗yzesolutions（分析解決方案proposeacourseofaction（制定實施計劃effectively ConsultingEricssonneedscustomer-facingstafftomakeuseofconsultativeskillsthroughouttheengagements:sales,deliveryandsupportEstablisharelationshipoftrustwiththecustomerthrougheffectivecommunicationandFullyunderstandthecustomerneeds,motivationsandwaysofProvideexpertadvice mendationsaftercarefulresearchandFacingtheInallinctionswithourcustomers,establishingandmaintainingtrustshouldbeourforemostobjectiveInadditiontolisteningtoourcustomers,itisimportanttoaskquestionstobetterunderstandtheirbroadergoals,concerns,andsonmarketandindustrytrendsMeetingpreparationssuchasresearch,internalalignment,rehearsalandconfirmationofagendaareessentialtoasuccessfulcustomermeetingWell-structuredmeetingsincludingagenda,summary,actionpointreviewshowprofessionalismandmakecommunicationmoreefficientAunifiedteam,withaconsultativeskilltouncovercustomerneedsanddecisioncriteria,willscorehigherthanourcompetitors.Ifwehavetheabilitytoconvertexplicitcustomerneedsintotailor-made,innovativesolutionscreatingrealvaluetoourcustomersthenwewillachieveCustomerLoyaltywhichinitsturnpaysoffinmanyways.NO.17CustomerCowithChallengingAngry eangrybecausetheyfeeltheyarenotrespectedormisunderstood.Theonlyreliefforanangryistoexpressthemselves.Listenwithoutinterrupting(不要打斷Maketheefforttoputyourselfintothecustomer’sshoes-seetheir站在客戶角度Askquestionstounderstandthereasonsbehindtheirangryfeelings（了解生氣背后的原因Sincerelyacknowledgeandempathizewiththecustomer’s“Iunderstandwhyyousaythat”“Fromthat,itmakessense”“Ihavenotthoughtaboutitthatway”“Iunderstandthissituationiscausingyou“ThismustnotbeaneasysituationforHearthemoutuntilthey“runout ”（只到客戶消氣Disagreeingwithanangry

真誠的認(rèn)同客戶的觀點Pausebrieflybeforeresponding.Usesilenceeffectively,showyourthoughtfulness.Avoidstartingyourresponsewith“but”,“nevertheless”or“however”.ThesetypesofwordsgivethecustomerthesensethateverythingtheyhavesaidisStateyourpointofviewusingfactstosupportThereasonsthatarecausingusInaprevioussituationlikethis,whathappenedwas…Whatweknowaboutthesituationisthat…TheevidenceIseeisAggressiveSomeindividualshavedevelopedahabittointimidateotherstogetwhattheyKeepyourdignity,don’tbedefensive,staypolite:treattheirattitudeasamisunderstanding.Letthemknowyouaresorryfordisappointingthem,showyourdedicationI’msorryyouaredisappointedbyourAskthemtosuggestwaystoresolvethePleasehelpmeunderstandwhatyouwishustodotocorrectthissituation alize-remindtheindividualaboutthebroadercontextIwillmakesurewedoeverythingwecantoliveuptoourcommitmentto[customerPressuredtoAcustomermightdemandanon-the-spotresponseina“Ifyoucan’tgivemeananswernow,IwillhavetofilearcominttoourReducethe“WhatIcan lyouwithcertaintynowis…xyz…butIneedtocheckwithour[experts/logisticsteam/management…]…beforeIcangiveyouafullresponse.”Gainalittlemoretime,proposea“Ihave60%oftheresponsenow,butcouldyougrantmetherestoftodaytogettheother40%?Youhavemywordyouwillhavealltheavailableinformationinyourinboxbeforeyouarrivetoworktomorrowmorning.”RULE:NEVERMAKEACOMMITMENTWITHOUT100%CERTAINTYITCANBE“Idon’twanttodisappointyoulaterbymakinganunrealisticcommitmentGiveexamplesofhowyouhavehandlednegotiations,agreements,customerexpectations,andrelations.In2013BJCUGSMNPIproject,ourcustomerwasdiscontentwithtongzhoudistrict’spointshadbeendeductedintheassessment.SoIwenttomakeathoroughysiswithcustomerandfoundtherealrootcause.Therootcausewas3GSM1800Msitesweresufferedfromhighexternalinterferences,whichcausedalotofTCHdrops.Aftersweefrequencywefoundthehighexternalinterferenceswerefromseveralinformalrepeaters.Sinceroutineparametersoptimizationdidn’twork,Iwenttomakeadiscussionwithcustomeraboutthesolution.Firstly,wetendedtoadjusttheazimuthtokeepawayfromtheexternalinterferences.Secondly,wetryourbesttorecetheinformalrepeater.Afterweadjusttheazimuth,theTCHdropsdecreasedevidently,andtongzhoudistrict’spointswerenotdeductedinthenextDescribeyourapproachforcalmingdowntheMyapproachforcalmingthecustomeris:firstlisteningcarefullyandaskingquestionsinordertoidentifythereasonofhiscomint.AndthenworkingwiththeSDMtoalignthecustomerrequirementswithwhatwecanoffer.Finallyproposesolutionsoralternatives.Describeyourstrategytocommunicatebadnewstoacustomer(projectdelays,missingfunctionality,etc.).Giveexamplesofrealsituations.PresentingbadnyourannouncementPresentthefactsinaneutral,unemotionalway(使用中立的不帶感彩的方式)Acceptresponsibilityfortheproblemhappening（承認(rèn)自己的責(zé)任）Recognizetheimpactsinasummarizedway（對造成的危害真誠道歉Describeindetailmeasurestocorrecttheproblem（詳細(xì)講解解決問題的應(yīng)對方案）Showwhatwaslearnedfromtheproblem/ PresentbadnewsbeforegoodPresentthenewsatthelastminuteoftheDelayannouncingthebadnewstoamorefavorabletime（不要拖延時間）Shiftresponsibilitytothecustomer（不要責(zé)任推給客戶）Makeexcuses（不要找借口）Blameothers（不要責(zé)怪別人）及時告訴客戶問題和造成的影響，不要拖延時間，在表達(dá)時使用中性不帶感彩的詞語，承認(rèn)自己的責(zé)任，不推給客戶，不責(zé)怪別人，對問題造成的表示道歉。詳細(xì)講解問題的Describe,usinganexample,howyouhavehandledcustomer(ifnoexperience,giveyourstrategyThestrategyisalwaysusethecustomerapproach,Activelisteningtothecustomer'sAskquestionstryingtoidentifywhathasbeentheoriginof Keepalwaysthecommunicationlingthetruth,Informthat Ericssonis workingtosolvingtheproblemInformtheCPManduseCore3foradeeplyysisoftheHandleobjections:Anticipate,AcceptandAddressthecustomertoa Proposesolutionsor WhatisyourJobRole?NetworkWheredoyoufindinformationregardingcompetenceneedtobeabletodeliverwithinanew?Career&CompetenceModelDescribedifferentcompetencedevelopmentDescribetheCareer&CompetenceModelandhowyoubenefitfromitinyourcareer SpecifiescompetenceareasandhowtoclosegapsSupposeyoupasstheassessmentforthislevelandyouaimfornextthelevel,wheredoyoufindinformationforwhatisrequired?Certificationwebpage，Career&CompetenceModelg.Whatisyourownalcompetencedevelopmentn(fortheareasthatyouaredeficientin)andhowwillyouaddressthesegaps?IPMTheNewEricssonCareer&CompetenceJobSpecifiesresponsibilitiesanddefinescompetencerequirementsperjobrole(職責(zé)和能力需求JobJobstagedescriptionsforevaluationpurpose（評估CompetenceSpecifiescompetenceareasandhowtocloseCareerSpecifieshowtomovebetweenjobNewCareerJobRole：NetworkEngineerJobStage：4 ：RAN（GSMRanWCDMAServiceArea：NetworkDesign&Optimization（NetworkServiceAreaJobrolefamilyIndustryverticalCompetenceFunctionalAreaJobStage（NetworkWhatisapromotionbasedCompetence/CareerDevelopmentnning& JobTacticalResourceCostnning(TRCP)toensuretherightnumberofresourceswithrightOperationalServiceDeliveryProcess(OSDP)ton(shortterm0-6months)resourceneedofeachcustomerprojectandotherservicedeliveryoperations.NO.11NewBusinessDescribewhatkindofnewopportunitiesthatyouallyhaveDescribehowyouidentifiedandbroughttheseopportunitiesWhatwasthesalesvalueorcostExintheconceptsofAdd-onSalesandLeadGenerationAdd-onSales:AoSishandledintheSalesConvertinganover-deliveryintoapaidAddnewactivitiestoongoingcontractsaspaidscopeAnAdd-OnSalesisanopportunityorincreasingtheprojectscope,identifiedinsidetheproject,inthenningphase,andbeforetheContractissigned(beforeSDP3).LeadLGfeedstheSalesAnewBusinessopportunitythatisdefinedandhandedovertoaSalesResponsibleAleadthatcanturnintoanewcontractorAdd-on-SalesALeadGenerationopportunityisasalesopportunitythatcanbegeneratedatanytimeduringtheprojectlife,orevenafterTG5,andthatitsexecutioncangenerateanotherproject.OpportunitiesaregenerallygeneratedintheDelivery/ContractexecutionphaseafterSDP3.Anopportunitygeneratedinthiscontextcanresultin:Add-onSalesinProject,Add-onSalesfromidentifiedover-delivery,NewSOGClassD:AnOpportunityisClassC:QualifiedbyLHR(LeadHandlerResponsible)ClassB:AcceptedbyKAMandregisteredinSMIS.ClassA:SoldtoCustomerSOGcase：Call-establishmentoverNO.12KnowledgeWhatisthepurposeofEricssonKnowledgeManagementIncreaseglobalknowledgesharingandcollaborationtosupportinnovation,increasedefficiencyandcompetencebuild-up.InwhichcommunitiesareyouanactivePleasedescribeyourhabits(logins,search,sharing,HowdoyoushareyourWhatexperiencesdoyouhavefromonlineHowdoyoulearnfromother'sHowdoyouimprove/refineexistingknowledgeWhatexperiencesdoyouhavefromsolutionre-use(e.g.solution,SW, andprojectreuse)?Whyisknowledgesharingsoimportant?KnowledgesharingcouldeffectThegrowthandprofitabilityofourbusinessShareideas&services/solutionsResellexistingservices/solutionsReuseknowledge&materialthewayweCreateaglobaltformMotivatepeopleImproveourwayofthewayweareperceivedbyourcustomers,partners&competitorsKnowledgeable,well-informed&responsiveemployeesDisysourdriveRightlyutilizedIncreaseglobalknowledgesharingandcollaborationtosupportinnovation,increasedefficiencyandcompetencebuild-up.Easiertoguideemployeesonhowtobenefitfromandcontributetoglobalknowledgesharingandcollaboration.EasiertofindouthowtobenefitfromandcontributetoglobalknowledgesharingandGKO:GlobalKnowledgeObjectcanbeanytypeofinformationyouwanttoshare(Tip,Script,Presentation,Article,Contact,Link,Report,etc.…)Community:CollectionofpeoplewhohavethesameinterestoftheForumSubjects:PostyourQuestionsForumReplies:PostyourAnswersPOP:ProjectOnePagerLKM:LocalKnowledgeKMChampion:KnowledgeManagementNO.13BusinessBasicPortfolioGlobalServiceSystemIntegrationLearningApplicationsDevelopmentandMaintenanceBroadcastServicesNetworkRoll-OutNetworkDesignandOptimizationManagedservicesND&ONetworkOptimization,Networknning,AuditandBenarking,NetworkTuning,NetworkNetworkRadioAccessNetworkBroadbandAccessNetworkOptimizationTransportNetworkOptimizationNetworkEnergyOptimizationSiteOptimizationNO.15ComplexityofMajorCollaborationwithaminimum3(three)contributorsinasingleproject(Ericssongroupcompanies,severalinternalproductunits,3PP,partners)Partner&SubcontractorNPI項目組成：Ericsson，GSCGTC，ARPASP2010年在河北代維項目上，承德交接。PerformanceAudit/ImprovementParticipationinprojectswherethereareperformanceKPIGSME2ECreatecustomizedqueriesinordertoestablishcorrelationbetweenaphenomenonanditsroot2013年針對測試Lt5問題進(jìn)行過搭建場景驗證測試InitialDenseurban2011-2012GSMCustomereducationandtraining(forexample,SKTtrainingdelivered)Coursedeliveryoncustomersite2011GSMNO.18ResponsibilityinProjectClarifythemajordeliveriesforeachShouldhaveclearlydefinedauthoritativeresponsibilityineachoftherequiredDescribehowyouuseprocessesandtoolsinyourlatestprojec