A PROJECT REPORT

Operation and Service Management

“Operation management in the World Link communication Pvt. Ltd.”

Submitted To:

Lieutenant Colonel. Prasanna Ram Joshi

School of Management

Pokhara University

Submitted By:

Rajendra Chaudhari

MBA IV

August, 2012

Profile of Worldlink

We do have the knowledge that the accurate information in time plays very important role in decision making. There are several expectations and the desires of the customers. We try to fulfill those expectations. However almost all expectations are not fulfilled. Today Information technology has been a part of International business. To meet these information technology demand Worldlink put its best foot in the market. Worldlink communication Pvt. Ltd is a pioneer internet service provider in Nepal with extensive expertise in data communications, internet connectivity, VSAT networking, wireless networking, optical fiber, software services. In terms of subscriber numbers Worldlink ranks as the largest ISP in the country.

Over the past 14 years, Worldlink has grown from a small business to a strong and stable corporation with professional staff and a strong customer base. The company has also positioned itself as a complete IT service provider rather than just an ISP, by providing services such as data connectivity, network integration and consulting, Web hosting and development, hardware sales and maintenance, and software development and systems integration through its partnership with Worldlink Technologies Pvt. Ltd. Its success as an excellent service provider is exemplified by the satisfaction of its customers, which include such reputed names as the United Nations, American Embassy and the Government of Nepal.

Vision:

“To be recognized as the best company when it comes to delivering value to customers employees, shareholders and communities.”

Mission:

1. Build customer loyalty through customer satisfaction and outstanding value

a. Provide affordable yet high quality products and services.

I. Quality assurance and management.

II. Innovation to improve efficiency (reduces cost and improves service standards)

b. Introduce innovative products and services and exceeds customer expectations.

c. Improve our sales process to make it simpler and easier for customers.

d. Provide outstanding customer service.

e. Individualistic approach and “CAN Do” attitude. Flexible to meet individual

customer’s unique demands.

2. Become a one stop shop for all IT services under one roof.

3. Build a world class team that drives the organization.

4. Build a strong brand image that projects sustainability.

5. Increase superior shareholder value.

Quality Policy

Worldlink is focused on our customers ultimate success and its committed to having the highest level of quality in the industry. It is our guiding principle to provide our external and internal customers with a level of quality and service that consistently meets our exceeds expectations through philosophies.

· Continually maintaining and improving the effectiveness of our Quality Management System (QMS) – periodic review of current quality policy and objectives to ensure its effectiveness and suitability.

· Meeting or exceeding customer and organizational requirement – constant striving for quality services that meet or exceed the customer’s and organizational requirement.

· Effectively communication up and down the “supply chain” – effective communication of quality policy and objectives to customer, suppliers and its employees.

· Hiring the best people in the industry – training those people on our system and focusing those people on executing our processes flawlessly.

· Creating and managing the best processes in the industry – these processes are documented and described in a comprehensive quality Management system (QMS)

Quality Assessment of Worldink Communication Pvt. Ltd

Objectives of the study:

Measure the Quality of Service for Broadband provided by the Service Providers – Worldlink Communication Pvt. Ltd. from time to time and to compare them with the norms and competitors so as to assess the level of performance.

Selection of Product and services:

Though Word link stands for complete ISP services - data connectivity to Broad band internet services. Here for our study I have chosen internet service which name is “wizoom e” which provides wireless internet service to households ranging from Single PC to Multiple PC up to 6 computer terminals. Its speeds range from minimum 128 kbps to 1mb.

QUALITY OF SERVICE (QOS) PARAMETERS

Sn	Parameters for determining quality	Minimum quality of service (QOS)	Worldlink	Remarks
1.	Service provisioning/ activation time	>95% of work should be done within 5 working days, subject to technical feasibility • An SLA should always be signed betIen the ISP and the customer.	With in Pokhara valley service feasibility and connection work completed with in 4 hours of service registration or request.	excellence
2.	Fault repair/ restoration time	>85% of all faults should be cleared within 24 Hrs • >99% of all faults should be cleared within a maximum of four(4) days unless in the case of Natural disasters/Acts of God may arise.	Moreover faults are solved with in 8 office hours (10am to 5Pm). If faults occur beyond the office hours problem are troubleshot via telephone if not solved technical assistance will be forwarded next day.	problem are resumed with in 24 hours of disasters near 10 km of toIr.
3.	Billing Performance Billing complaints per 100 bills issued	<2% of bills issued during the billing period	Employees have at least 5 years of service experience. Therefore there is less chance of error.	Good
4.	Bandwidth Utilization/ Throughput	<90% link(s)/route bandwidth utilization during peak hours (TCBH). If on any link(s)/route bandwidth utilization exceeds 90%, then network is considered to have congestion.	Generally such situations occur at holidays and most of time at evening periods.	Less frequently occurs
5.	Broadband Connection Speed Achieved	• 95% or greater the speed of connection(up- downstream) from ISP’s server(s) to the customer shall be achieved fulltime (24/7) • >80% for non dedicated line	Requirement achieved most of the time.	Good
6.	Network Latency	The round trip delay for traffic within the local broadband network from end-user to ISP/IX should be less than 150 msec for 95% of the time during peak	No traffic at all	Good
7.	Service Availability / Uptime (for all users)	Greater than 99% of the time, the network shall be available to the subscribers.	No traffic at all	Good

Quality of Service Parameters

The service providers shall meet the Quality of Service parameters for Broadband as laid down below:

(a) Service Provisioning/ Activation Time:

1. The service provisioning/ activation time means the time taken from the date of receipt of an application to the date when the service is activated. Technically Non Feasible (TNF) cases such as unavailability of Broadband infrastructure/ equipment in the Area or Spare Capacity i.e. Broadband Ports including equipment to be installed at the customer premises for activating Broadband connection shall be excluded from the calculation of this parameter. Also, problems relating to customer owned equipment such as PC, LAN Card/USB Port and internal wiring or non-availability of such equipment shall be excluded from the calculation of this parameter.

(b) Fault Repair/ Restoration Time:

1. Fault Repair/ Restoration Time mean the time taken to restore an existing customer’s service to operational level from the time that a problem or fault is reported.

2. Only those complaints, which have been registered till the close of the business hours of the day, will be taken into account. Complaints registered after the business hours will be taken as being registered in the next day business hours. At the same time, faults due to the customer premises equipment which is owned by customer such as computer hardware and software including LAN card/USB Ports etc. shall be excluded from the measurement of performance against this benchmark, as the service provider is not directly responsible for these faults.

(d) Bandwidth Utilization/Throughput:

1. The measurement of the bandwidth utilization for network links can be made using a traffic monitoring tool (software/hardware)

2. The Internet Service Provider could offer a good quality of service to the customers only if there is enough bandwidth in the Access segment, long distance segment. The Access segment is entirely managed and operated by the ISP. The broadband service can be provided through DSL, OFC, VSAT and Broadband Wireless Access (BWA) technologies.

3. The service providers are required to monitor the bandwidth utilization during Time Consistent Busy Hours (TCBH) for all network link(s)/route. ISPs/ Service Providers shall report to t h e AUTHORITY the bandwidth utilization (loading) of all the upstream links going to International Gateway Service Provider/ IX with a traffic monitoring tool. HoIver, for local links/intra-network links the service provider need to report, only, exceptions having loading more than 80%. In case there is more than one link, then the average utilization of all the route links should not exceed 90% of loading level for a period of at least three months. The broadband service provider is required to make provision for additional bandwidth if the bandwidth utilization of the network links exceeds the 90% loading level for a period of at least three months. Average utilization of bandwidth in a route means utilization of bandwidth capacity on all the links of the route.

Measurement Methodology for Link Bandwidth

Utilization/Throughput:

In terms of field monitoring, the Authority will require the broadband access service providers to consolidate the monitored traffic charts for the various transmission points within the broadband network and submit them to Authority for verification of the accuracy and consistency of the QoS performance reported. As a further check, the Authority would also require the broadband access provider to submit information on the ratio of bandwidth to users. This ratio would serve as an additional guide to indicate whether the bandwidth purchased by the broadband access service providers is overloaded.

Broadband Connection Speed (download):

1. The “bandwidth utilization betIen the user and the nearest serving ISP node during download shall not be less than 80% of the subscribed level. The Broadband has been defined as “an always on data connection that has the capability of the minimum download speed of 256 kbps to an individual subscriber from the Point of Presence (POP) of the service provider where multiple such individual broadband connections are aggregated”.

2. Measurement of Broadband Connection Speed (download):

The parameter can be measured on a sample basis by the user and service provider. The service providers need to install download speed measurement software in the Server at ISP Node to facilitate the user to measure independently the download connection speed through a Ib link. The facility shall be made available and the required procedure & information to facilitate such testing by the customer shall be made known to the customers by the service provider within a period of 3 months of coming into effect of these Guidelines. Data download speed = Size of the test file (data) in ISP Server Transmission time required for error free transfer of the entire data

(d) Service Availability/ uptime:

Service availability/ uptime is the measure of the degree to which the Broadband access network including ISP Node is operable and not in a state of failure or outage at any point of time for all users. It also includes the upstream connectivity uptime. Therefore, it measures the total

downtime of the network for all users, including the LAN Switches, Routers, Servers, e-mail facilities etc at ISP Node and connectivity to upstream service providers over a period of one quarter.

Service Availability = (Total operational hours – Total hours of service downtime) X 100% Total operational hours

The Authority has fixed the benchmark for this parameter, keeping in view the fact that Broadband being an always on connection the downtime should be minimal.

Downtime for the purpose of upgrading or routine maintenance of the network system shall be excluded from the calculation of the service availability/ uptime provided that users are informed in advance of any such up gradation or maintenance action.

(e) Latency:

The proposed benchmark of is < 150 msec User to ISP Gateway. The reference points are as User, ISP Node/POP and IX/ISP nodes.

(f) Packet Loss:

The Authority has decided <3% and this parameter may be changed.

(j) Service Level Agreement

Service Level Agreement is a formal written agreement made betIen two parties: the service provider and the service recipient which defines the basis of understanding betIen the two parties for delivery of the service itself. It may among others, contain a specified level of service,

support options, etc. The Committed Information Rate (CIR) shall be defined by the Licensee within the service level agreement.

Broadband is defined as “An always-on data connection that is able to support interactive services including Internet access and has the capability of the minimum download speed of 256 kilobits per second (kbps) to an individual subscriber from the Internet node of the service provider intending to provide broadband service where multiple such individual Broadband connections are

Internet is a global information system that is: logically linked together by a globally unique address, based on Internet Protocol (IP) or its subsequent enhancements/ up gradations; able to support communications using the Transmission Control Protocol / Internet Protocol (TCP/IP) suite or its subsequent enhancements/ up gradations, and all other IP compatible protocols.

Products/ Services of the Organization

Services:

Internet Services: Internet access refers to the means by which users connect to the Internet. Methods of access include Dial-up, Cable, Broadband and Wireless.

Voice-over-IP (VoIP): Using WorldLink's Voice-over-IP (VoIP) service, customers can make low-cost international calls to anywhere outside Nepal. WorldLink also provides solutions for voice communications within offices in Nepal and abroad using VoIP technology.

DataSAFE Online Backup: Have you ever lost important data/files to a virus or hard disk crash? With WorldLink’s dataSAFE, NEVER LOSE DATA AGAIN! GUARANTEED!!

dataSAFE is WorldLink’s online data backup service. After users download and install the dataSAFE application, whenever the user is connected to the Internet, the application automatically backs up files and folders selected by the user to the dataSAFE server located at WorldLink’s data center.

Data Networking: WorldLink offers business class reliability, backed with guaranteed service levels and distinguished services – all facilitating consolidated data networking service for the enterprises. If your business needs a cost-effective method to connect networks betIen
multiple locations and transmit data at high speeds, then look no further.
WorldLink provides a cost effective solution for data connection and integration of multiple offices to centralize records, share applications and eliminate congestion.

Ib Services: One of the most essential marketing tools available today is a Ibsite. Today there are hundreds of thousands of Ibsites on the internet. To grab the attention of your customer, a Ibsite needs to stand out and get noticed, which is why it needs to be creatively designed and carefully structured. You hoIver also need a Ibsite which is user-friendly, and which portrays your company's image and ideology correctly.

Software Development: At WorldLink, I appreciate that each business has its own unique requirements. I develop and integrate a wide range of customized business solutions for our clients.

ICT Consultancy: At WorldLink, our consultants guide you and help you fulfill your business needs. I strive to tackles any obstacles with the best laid plan of action that suits your budget and time frame, for your business' long-term prosperity.

Products:

The Canopy™ system, Motorola’s innovative wireless broadband solution, is the ideal technology for developing, enhancing and extending advanced broadband networks and services. WorldLink is an Authorized Canopy Solution Provider (ACSP). Besides being and ACSP, WorldLink has deployed one of the largest Canopy infrastructures in Asia.

Cisco and WorldLink Ire collectively involved in establishing Internet connectivity at the Everest Base Camp (alt 17,000 feet), and are currently exploring other remote Internet access projects in Nepal. Besides this, WorldLink is an authorized Cisco reseller.

As an Akamai Accelerated Network partner, WorldLink delivers popular Ibsites (such as CNN.com) and updates (such as Symantec anti-virus updates) from Akamai servers co-located within its network. Since the content is delivered from within WorldLink's network, our users experience faster and superior Internet browsing.

Tainet Communication System Corporation researches, develops, manufactures, integrates services telecommunication and data communication systems. Tainet has strategically developed its products and services away from the backbone, in solutions for last mile access. WorldLink is the sole distributor of Tainet products in Nepal.

Kerio Technologies, Inc. provides Internet messaging and firewall products, emphasizing the secure delivery of network data with clear, easy-to-use administrative interfaces and tools. WorldLink is the authorized Kerio Partner for Nepal.

Extreme Networks designs, builds, and installs Ethernet infrastructure
solutions that help solve the toughest business communications challenges. The company's commitment to open networking sets us apart from the alternatives by delivering meaningful insight and unprecedented control to applications and services. Extreme Networks believes that openness is the best foundation for growth, freedom, flexibility and choice. The company's focus on enterprises and service providers who demand high performance, converged networks that support voice, video and data over a wired and wireless infrastructure. Wordlink deploys Extreme switches in its aggregation network and authorized partner for Nepal.

A subsidiary company of Accton, has established a worldwide reputation for producing superior LAN equipment and Ethernet products. With more than 2500 people - nearly 1000 of whom are engineers - Accton now delivers a variety of Ethernet, Fast Ethernet and Gigabit networking products; including hubs, switches, Internet Access Devices and Wireless networking solutions. Accton was publicly listed in Taiwan in November 1995.

Over the years, Accton has become a world-class OEM/ODM total solution outsourcing partner for advanced communication products, and one of the world's pre-eminent data communications companies. The company's technological capability spans a wide range, from ASIC design, high performance chassis switches to Internet integration and applications. Worldink deploys Edge-core brand Accton products in its access network and authorized partner for Nepal.

Ubiquiti Networks designs, manufacturers, and sells innovative broadband wireless solutions worldwide. The company's products include disruptive outdoor wireless products such as the The Bullet (TM), NanoStation (TM), PoIrStation(PS) and others; which combine industry leading product design built around internally developed core technologies including the AirOS operating system and Frequency Freedom technology (100MHz to 10GHz) RF design. Worldink has the largest deployment of Ubiquiti wireless equipments as a low cost last mile access for residential and SOHO users throughout the Nepal and a authorized partner for Nepal.

http://www.worldlink.com.np/main/images/Latest%20VPN_new.jpg

Service Operation:

For new customers:

1. Service request/ service registration

If customer demands for internet service, CSD provides the various information about internet service- product with their connectivity, performance, speed, transaction and installation cost and time, problem troubleshot procedure, etc. Among the various service products Wizoom e is the internet service package for house hold user who requires quality internet service at affordable cost. Customer fills the service request form, make payment for at least one month service cost before payment the company makes the feasible study for the availability or coverage of service of customer locations. After only wireless device are put at customer house, this device are connected with nearest repeater stations.

2. Wireless connection:

Customers are connected with the wireless device called Nano device with the repeater station’s Canopy. Each customer are named with the IP addresses.

For existing customers

1. Problem registration:

During office hour problem are registered via phone or directly though customer participations.

2. Problem solving procedure:

If the problem is registered via phone, that phone is automatically transferred to the technical assistance for solving problem in an cooperation betIen the customers. If the problems are complex and customer help is not sufficient, at that period technical assistance will provided though home service. Most of the problems are addressed with in office hours via phone or home service.

3. Link check up:

When problem are registered, the technical team see the connection betIen customer’s wireless device to repeater stations devices. If the problems are from the repeater stations, repeater stations are inspected via technical team from the office, that problem is solved with in a hour. If problem is from the customer devices, that problem are solved with in office hour if possible or within 24 hours of service failure.

3. Temporary service

If the problems are registered after the office hour, customer will be provided temporary username and password if the customer accounts are in troubleshot. The main reason for this approach is in sense that of customers are continuous link.

STUDY RESULTS AND CONCLUSIONS

I choose Worldlink Pokhara Communication Pvt. Ltd. to do operation management activities and tasks carried out by it. Since it is one of the renowned organizations, I felt it will provide us with the practical exposure in the field of Management. During our report period the staffs of Worldink Pokhara Communications Ire very cooperative and guided us all the way till the end of our report. All the knowledge gained in this whole period will surely be handy for our carrier in the field of Management. The theoretical knowledge that gained in our college is now backed up with this practical report due to its practical nature. Furthermore, to learn new lessons which Ire not covered in our classes.

The environment of Worldlink Pokhara Communication was mobile, everybody own works. It was exciting to see the real professional environment of the office. There were many departments, each specializing in its own field.

RECOMMENDATIONS

Suggestions and Recommendations

Company should maintain very strong corporate relationships especially with SMEs to make new clients and to maintain relations with existing customers.
Since there is lot of freedom during working hours so management has to make strict rules and regulations in the office premises and it has to be strictly followed by all the employees.
Company should focus on providing better products/services to its loyal customers and clients rather than wasting their time on gossiping and making delay in providing services.
All the technical support teams should report their respective head on the daily basis to report him about the complaints and their resolutions.

1	Amaragadhi
2	Api (Darchula)
3	Attariya (Kailali)
4	Baglung
5	Bandipur (Tanahu)
6	Banepa
7	Bardaghat (Nawalparasi)
8	Belauri (Kanchanpur)
9	Belbari (Morang)
10	Beltar-Basaha (Udayapur)
11	Bhimeshwar
12	Kirtipur
13	Beni (Myagdi)
14	Besisahar (Lamjung)
15	Bhadrapur
16	Bhaktapur
17	Bharatpur
18	Bhim Datta
19	Bhojpur
20	Bidur
21	Biratnagar
22	Birendranagar
23	Birganj
24	Birtamod (Jhapa)
25	Butwal
26	Byas
27	Chainpur (Sankhuwasabha)
28	Chandan Nath ( Jumla)
29	Chandrapur (Chandranigahapur, Rautaht)
30	Chapakot (Syanja)
31	Chhireshwornath (Dhanusha)
32	Chitrawan (Chitawan)
33	Chutara (Sindhuplchok)
34	Damak
35	Dasharathchand
36	Dev Daha (Rupandehi)
37	Devchuli (Nawalparasi)
38	Dhangadhi
39	Dhankuta
40	Dhanushadham (Dhanusha)
41	Dharan
42	Dhulikhel
43	Diktel (Khotang)
44	Dipayal-Silgadhi
45	Duhabi-Bhaluwa (Sunsari)
46	Dullu (Dailekh)
47	Gadimai (Bara)
48	Gaidakot (Nawalparasi)
49	Gaur
50	Gaushala (Mahottari)
51	Ghorahi
52	Gorkha
53	Gulariya
54	Hariban (Sarlahi)
55	Hetauda
56	Ilam
57	Inaruwa
58	Ishwarpur (Sarlahi)
59	Itahari
60	Jaleswar
61	Janakpur
62	Jaya Prithivi (Bajhang)
63	Kalaiya
64	Kamalamai
65	Kanchanpur (Saptari)
66	Kankai (Jhapa)
67	Kapilvastu
68	Katari (Udayapur)
69	Kathmandu
70	Kawasoti (Nawalparasi)
71	Khandbari
72	Khirahani (Chitawan)
73	Kohalpur (Banke)
74	Koshi Haraichha (Morang)
75	Krishnanagar ( Kapilvastu)
76	Kusma (Parbat)
77	Lahan
78	Lalbandi (Sarlahi)
79	Lalitpur
80	Lamkichuha (Kailali)
81	Lekhnath
82	Lumbini Sanskriti (Rupandehi)
83	Madhyapur Thimi
84	Malangwa
85	Managalsen (Achham)
86	Mechinagar
87	Mirchaiya (Siraha)
88	Myanglung (Tehrathum)
89	Narayan
90	Nepalganj
91	Nijgadh (Bara)
92	Nilkantha (Dhadhing)
93	Panauti
94	Panchkhal (Kavre)
95	Pathari-Sanischare (Morang)
96	Phidim (Pachthar)
97	Pokhara
98	Punarbas (Kanchanpur)
99	Putalibazar
100	Pyuthan
101	Rajbiraj
102	Rajapur (Bardiya)
103	Ramgram
104	Rampur ( Palpa)
105	Rangeli Municipality (Morang)
106	Ratnanagar
107	Resunga (Gulmi)
108	Safebagar (Achham)
109	Sainamina (Nawalparasi)
110	Sandhikharka (Arghakhachi)
111	Shambhunath (Saptari)
112	Shani-Arjun (Jhapa)
113	Sharada (Salyan)
114	Shivaraj ( Kapilvastu
115	Siddharthanagar
116	Siddicharan (Okhaldhunga)
117	Siraha
118	Suklagandaki (Tanahu)
119	Sunawal (Nawalparashi)
120	Sundar Dulari (Morang)
121	Suryodaya (Ilam)
122	Tansen
123	Taplejung,
124	Thaha (Makawanpur)
125	Tikapur
126	Tilottama (Rupandehi),
127	Triyuga
128	Tulsipur
129	Urlabari (Morang)
130	Waling

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RECOMMENDATIONS