Electrical Bills Process

NO YES
ZONG

Satisfy Customer
Requirements

NO YES
Pay to the
To check OK?
Bank
Complete

Approved

Send
Confirmation
To Be Initiate
Amended Process

Send Confirmation
Check Bills Copy
With Elec
Company Create
Account File
Summary

YES
Electrical Bills - Get all Bills Stamped
Assign Monthly Print Bills
PeopleLogic

Monthly Payment Major Cities - Insert All Bill Details

Work Online
Plan with payment date
and ref. in PLC SW
NO
· Collect all Data
· Print Report
from SW DB
YES
· Deliver Bills to
Bills with
File Admin
Inspector

Deliver Bills
NO
to File Admin

On-Site
Collection
YES
GenSet Preventive Maintenance Process

Check
Check Check
GenSet
GenSet GenSet Fuel
Physical
Hours Meter Meter
Condition

NO YES
Does it Have Oil Does it need Oil Notify Fuelling
Does it need Fuel
Leak? Change? Company
NO
Site Technician

YES YES NO

NO Normal YES Notify

Does it make Does it need New Fuel
GenSet NOC prior
Noise? Oil Filter? Consumption Complete
Status OK? to leave
Rate?
NO the site
YES YES Not NO
Normal

NO
Does it need Air
Filter?

Record
Spares Change & Report
Usage

Order Contractor Order Notify NOC

to Repair Contractor for prior to
Repair Work access site
Contractor

Send Repair Carry out

Report Repair Work
Preventive Maintenance Plan Process

NO YES NO YES Issue WO

Satisfy Customer
Approve for any
Requirements
Customer

SM
OMC

Approved

NO YES
OK? Complete
To change

To Be
Amended

PM Report &
PM Plan PM Monthly Required Actions
Front Office

Schedule

Send PM Weekly
Monthly Preventive Report & Schedule
Preventive Maintenance
Maintenance Update to OMC
Plan
Schedule
PeopleLogic

Carry out
Corrective
Work
Site Technicians

Notify
NOC prior
to leave
the site

Weekly Report:
Notify NOC
Carry out - Completion to FO
prior to
PM Work - Update Schedule
access site
Actual Dates
Corrective Maintenance Process

Network Management System / Trouble Ticketing System

SMS to
Country
Acknowledge
involved - Quality related issue (Noise, Block Manager
ZONG

Alarm SMS/Email / Closing TT

OMC

Parties TRX, rredundancy for PWR/TRX) Call to

- Expansions, OPS involved
Parties
- Battery Bank replacement Director

Security Regional
Create TT
Guard / CTO
Automatic
Process Supervisor FOPS
Manager
PLC OPS Solved
Director Root-Cause Check if it was
Can be solved NO Report closed as
Front Office

- Acknowledge TT Controllable or
- Complete Initial by NOC? FOPS
UnConctrollable,
troubleshooting Manager NO - Close TT (Use standard
discuss with OMC
procedure RCA description)
Problem and if not
- Check Severity YES Despatch Site YES - Send RCA Report to ZONG,
changed report to
- Assign work Tech in Parallel Fixed within TL, and FOPS Mgr.
NOC TL
with Pre-
Ask for time?
Troubleshooting
Permission
On Duty
Site Technician

Close TT
Site Technicians

Fix the
Problem

NO
Check with Assign to
Needs SLM or YES
NOC ST SLM /
Contractor?
every 30 Mins Contractor
Telecom Site
MTTA MTTR
Internal Escalation Process

Management

Third Escalation:
FOPS Mgr has to work
closely with RTL, TL &
Site Tech

Second Escalation:
RTL has to work closely
RTL

with TL & Site Tech, if

needs to go on site too

First Escalation:
TL has to work closely
TL

with Site Tech, if needs

to go on site too
Check with
FOPS Mgr
Check with every 30 Mins
FOPS

RTL
every 30 Mins Second
Escalation:
Can be solved Check with Call and send
- Acknowledge TT SMS to RTL
by NOC? TL Second
NOC

- Complete Initial
troubleshooting every 30 Mins Escalation:
procedure Call and send
- Check Severity Despatch Site First SMS to RTL
- Assign work Problem not
Tech in Parallel Escalation:
solved within
with Pre- Call and send
SLA?
Troubleshooting SMS to TL

On Duty

Check with
NOC
FLM Tech

every 30 Mins

Timeline: Timeline: Timeline:

- 2 hours for P1 - 2 1/2 hours for P1 - 3 hours for P1
- 3 hours for P2 - 4 hours for P2 - 5 hours for P2
- 5 hours for P3 - 6 hours for P3 - 7 hours for P3
Telecom Site
Repair and Return Process

Network Management System / Trouble Ticketing System

SMS to
involved
ZONG

Alarm

Parties

PROC?
Create TT Provide
Send dispatch Spares
request (Call) Start
Escalation
PROC
Compare
S/N
- Acknowledge TT
- Check Severity
- Assign work Fault
Report
Goods GRN
Despatch Site
Tech
Received Note
Check for GRN SIR
Create Physical
PLC

Fault Damage Store Issue

Report
Found Requisition - Obtain FOPS
Faulty SIR Manager Approval
Hardware - Replace faulty HW

Avail in Region NO Avail in Other Region NO NO

Avail in Other Site?
Warehouse? Warehouse?

YES
YES YES
Consumables Process
Procurement
Zong

Material
Archive
Order
Quality Manager

Anti-Thieving
Yes No Procedure
No Yes
Meet QA Inspect Sites Accurate Accept?
Requirements? Deliver Used
Yes & Order Monthly
Replacement
No
Weekly Replaced
Material Report
Coordinator

Document all Check: Update

Materials in Update
PeopleLogic

- Serial No Ask for Replacement

Database - Replaced Item More Details Material List
- Site Requirement

Materials in Deliver Report

along with
Database List
replaced
Site Tech

materials Detailed
Site Needs: Replacement
Handover - Oil Change Report
Replacement
Limited - Oil Filter
Report
Quantity - Air Filter
Etc ...
Call Quality Test CQT Process

COPS & RAN

Issue WO for
Create List of Check
Analyse Data Network
Sites to Check Stats
Optimization
ZONG

OMC

Initiate a
Initiate a NO YES
Request for OK? Request for
NOC

CQT WO Implement

Deploy Network
Create CQT Changes
PLC

Schedule Area has no

coverage
FOPS

Repeat last
Make a Call
Deploy CQT for 45 Sec.
Wait 15 Sec. two steps 10 Rx <-94 dB
times

Record
- RX & CID
- Fill in the
CQT Form
Site Handover Process
ZONG
PLC
GenSet Refuelling Process

ZONG
ZONG

QA

Update Fuelling
helpdesk on Information
Define Initial call
Consumption Plan
and Required
Quantity per Site, Is There
Considering Due Exceptional
Call BO & Report:
Site Coord.
Dates Logistics Tech - Insert data in DB
- Tank Status
- Time Counter
- Report to ZONG
in Gas Station - Keep Sample Fuel

GenSet Tech
- Reconciliation Report
Back Office

in Special Store
with Contractor Provide
PLC

Special
to swipe the Cases
PSO Card
Take Sample of Check & Record:
Dispatch - Tank Indicator
the Fuel GenSet Tech - Time Counter
or Logistics - Take Sample Fuel
Revise & Label it
Fuelling
Plan
Contractor

Daily Path with

Contractor with Site Attendance
Driver

Approx Time
the lorry in Gas
Station to fill up
Deploy
his Lorry before Fuelling
set-off to sites Plan

- Call Back Office

Fill GenSet Tank - Report Qty / Time
Operations Reporting System

Monthly Daily Hourly Shift HO

Report Report Report Report
NOC
NOC TL
Emergen
Weekly
Engineer
cy RCA WO
Report
Report Report Report

Weekly
Customer Report
QC Inspection
Report Monthly
FOPS Report

Management
Customer
Monthly Daily PM
Management Report Report Schedule
FLM Monthly
Report RTL TL
PLC

Emergen
Weekly
cy
Report
Report

Weekly Vehicle
Inventory Mangmt
Report Report
ADM-
PWR Electric
Emergen Consumables
cy Bill
Report
Report Report

Legend

Internal Report

Customer Report
Escalation Procedure to Vendor Second Line Maintenance
Equipment Vendor

SLM

Second Escalation:
Vendor SLM

Third Escalation:
ZONG OMC

Second Escalation: ZONG FOPS Mgr

ZONG OMC / Maaz Umer / Wajid
OMC

Check with
ZONG OMC / SLM
every 30 Mins

Second
YES First Escalation:
Escalation:
Call and send
- Acknowledge TT Call and send
Can be solved SMS to TL
- Complete Initial SMS to RTL Second
by NOC?
troubleshooting Escalation:
NOC

procedure Check with Call and send

- Check Severity
NO Problem not
solved? ZONG OMC SMS to SLM
- Assign work Despatch Site every 30 Mins
Tech in Parallel
with Pre- Check with
PLC

On Duty Troubleshooting
Check with FOPS Mgr
Check with Site Tech every 30 Mins
NOC After 30 Mins
every 30 Mins Second Escalation:
RTL has to work closely
with TL & Site Tech, if
FOPS

needs to go on site too Third Escalation:

Timeline: First Escalation: Timeline: Timeline: FOPS Mgr has to work
- 30 minutes for P1 TL has to work closely - 60 minutes for P1 - 2 hours for P1 closely with RTL, TL &
- 60 minutes for P2 with Site Tech, if needs - 90 minutes for P2 - 3 hours for P2 Site Tech & Inform
- 120 minutes for P3 to go on site too - 120 minutes for P3 - 5 hours for P3 ZONG FOPS Mgr

Telecom Site