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Structured knowledge transfer: A crazy idea that paid off

Ericsson's Structured Knowledge Transfer (SKT) allows operators to handle an increasingly complex multivendor environment - and make substantial efficiency gains. For equipment support there are obvious advantages in dealing with only one vendor.

July 4, 2006

Operators work in an environment that is more complex than ever. They face increasing competition, with a host of new players entering the marketplace, including some from new areas such as the music industry.

For many operators, multivendor support is relatively new and unfamiliar territory. It is different from the IT industry, in which companies have grown accustomed to having consultants, such as IBM, helping them with various services rather than providing products.

Ericsson's multivendor SKT is the first time that any vendor has implemented a competence transfer program relating to parts of an operator's network that it has not supplied.

Humberto Rezende, Education Center manager at Ericsson Brazil, says it was difficult initially to persuade Claro that Ericsson could provide competence development training on Siemens' products that could equal training delivered by Siemens staff.

Rezende points out that for the operator, there are obvious advantages to dealing with one vendor that can provide training on products from all suppliers to the network.

Dramatic reductions
"Customer benefits included cost savings and dramatic reductions in the time taken to repair network problems," he says.

Rodrigo Araujo, Operations and Maintenance director, Claro, says SKT has had a direct benefit on Claro's operational results.

"SKT training is a powerful tool that helps us to speed up our team's learning process," he says.

In discussions with customers, Ericsson has understood that operators are looking for closer relationships and partnerships with selected business partners that will manage their different suppliers, says Katarina Mellström, vice president PA Advise.

"It is much easier for the operator if one vendor manages the complete scope in terms of equipment training, regardless of supplier," Mellström says. "Today, Ericsson Education can provide training on Ericsson, Siemens, Alcatel and Nokia equipment."

Mellström also says there are other customer benefits in terms of pure project management logistics. Ericsson took on the responsibility of training 800 Claro employees, arranging both classroom training and remote training that could take place at customer facilities.

We have been able to offer training whenever Claro wanted it. Sometimes, we even provided training in the middle of the night to suit night-shift workers," she says. "We also measured the knowledge of each employee before and after attending the training. This kind of customized training on an individual level is also more efficient and cost-effective for operators."