DMD Hong Zhao

For many years, the Service Business Function of Guangdong Nortel has been committed to establishing and developing a support team of senior technicians while providing extensive after-sales services to customers. This is not only supposed to address the cost challenge from the general service market, but also an inevitable trend for the future development of Nortel and Guangdong Nortel. Through years of practices and efforts, Technical Support Operation (TSO), as part of the Service Business, has set up a support team with veteran senior technicians and advanced technologies. Besides providing emergency services to the existing DMS system, this team has played an active role in participation in R&D projects and provided high-level technical support to the projects of overseas markets.

I. Giving full play to geographical advantages and catching up closely with technological trends

With steady development of the telecom market and services, Nortel is shifting more and more of its products and functions to China. As a result, Guangdong Nortel R&D has gradually become an important part of Nortel’s global R&D network. During this progress, the TSO team members cooperated with R&D personnel in part of R&D projects. By now, TSO has extended its presence to the R&D of NGN, GSM, CDMA CORE and some ES products. As for ES products in particular, TSO has actively participated in the R&D of WMN/WLAN and WiMax, and undertaken the R&D work of NGN products. Currently, TSO has already had the capability to develop small Feature. With the support of RND, TSO has taken a positive part in a wide range of product testing and R&D work by making full use its geographical advantages and following closely the world’s latest technological trends.

II. Creating a new technical platform to ensure a high-level technical support

Through cooperation with R&D, TSO has gradually built a support team coupled with relatively new technologies. Currently, in addition to delivering 24*7 E/TAS services to the Chinese market’s DMS fixed network, TSO has actively participated in some overseas projects including: renovation of GSP networks for Hongkong Wookee and City Telecom; lab validation and field implementation of GSP network for Japanese VzB and NTT; and completing the NGN network integration for Malaysia and Philippines. At present, TSO is implementing South Korea’s LG_NGN project. Meanwhile, with development of Nortel’s wireless product network and integration of NGN technology into its core network, TSO has contributed to USP integration and upgrading of Indonesia and Viet Nam’s wireless networks, thus becoming the power engine in the integration and implementation of Nortel Asia Pacific’s fixed network-to-NGN evolution products. Through years of efforts, TSO has been developed from a single E/TAS service team to a multifunctional department with fast learning ability and project implementation flexibility.

III. Cultivation of technical talents
TSO has always spared no efforts in fostering versatile technical support engineer, who not only must have good command of DMS E/TAS service expertise, but are required to learn new knowledge and skills continuously so as to provide advanced technical support to domestic and overseas projects, and to lay a foundation and prepare technical talents for the future business development. It is well proven in both our past oversea projects and the recent Shunde Wireless Mesh (Phase I) project which is still under construction. So far, a large majority of TSO employees have participated in R&D work and technical support to oversea projects.

We can get a clear conclusion from the fruitful results achieved by the close cooperation between TSO and RND: We, the Service Business, shall, instead of restricting itself in traditional after-sales services, build a multifunctional team of senior technicians which can support a wide variety of products, give full play to its own advantages and Nortel’s latest technologies. We shall create a bright future for the Company Service Business and make more contributions to the development of the company.