| TELECOMMUNICATION AND
INTERNETWORKING |
| Case Study |
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| Complete ownership of CDMA BSC
enabling customer to direct their efforts in Next
Generation Products |
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| The client |
| Our customer,
a leading North American Telecom infrastructure
vendor is an innovative leader in the design,
manufacture and sale of end-to-end wireless communications
systems. Our client has a wide customer base in
various wireless products like GSM/GPRS/UMTS,
CDMA IS95A/B and CDMA 1X, EV-DO, EV-DV across
the world
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| The business need |
| The CDMA BSC,
of our client had been in the market for more
than 10 years, but had to keep pace with changing
market requirements. CDMA BSC is a complex product
with 3 million lines of code distributed across
Call Processing, Operations & Maintenance,
Platform and DSP modules. Our client had to sustain
the product as well as introduce new features
to meet evolving technology and changing market
demand. At the same time, our client had to develop
new products to address next generation high-speed
wireless services. To achieve this objective,
our client had to find a suitable partner, for
sustenance and development of the CDMA BSC, The
transition of the product ownership had to be
done in a short time-span remaining transparent
to the end customers, so that the client’s
engineering team could start the new product development.
In order to minimize the impact of transition, our
client set the following expectations from the partner
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The transition
should not affect the end customer or the
deployment team |
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The turn-around-time
for customer lab issues had to be met; the
labs being located in different time zones. |
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The team should be well
experienced to handle complex performance
issues; the product had a large installation
base and was competing with leading CDMA players |
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Solve complex bugs of
the product, which are part of the backlog |
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Develop new features,
based on the changes in the CDMA 2000 standards |
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Provide 24x7 support, interface
with field deployment team and resolve the
issues as per the existing SLA norms |
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Participate in system
performance improvement and quality improvement
initiatives |
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Achieve maximum synergies
between the efforts of the various teams across
the client organizations |
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Perform Product Release
management of current and future releases
while improving the working procedures and
processes for release management |
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Deliver bug-fixes over
and above the existing quality and SLA norms |
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| How
Wipro helped |
| Wipro modeled
the transition plan as per client’s requirement,
so as to transfer the product ownership within
short time-span. Wipro staffed the project with
experienced technology specialists and designers
to understand the entire system. The knowledge
transition was completed in a span of 8 weeks.
Wipro formed a 24/7 field support team comprising
of senior telecom product support engineers having
wide experience in handling wireless infrastructure
products. Maximizing the synergies between development
and field support teams helped in reducing the
turnaround time of the issues. The turn around
time for fixing bugs was significantly improved
through an onsite and offshore team mix.
Key contributions from the Wipro team in product
maintenance, development, testing and customer support
are:
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Complete product
ownership including system engineering, software,
hardware, sub-system testing and field support |
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Feature design
and development as per the customer requirements |
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Sub system testing of
sustenance & future releases |
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Regression & performance
testing |
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24 x 7 field support real-time
support for all installed releases |
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Support for quality improvement
initiatives like reducing defects, defect
prevention and improving performance |
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Product release management
for sustenance and future releases |
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Interface with system integration
and test team |
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Peak team size of 50 |
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Miles stones
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2 months
of knowledge transition |
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3 months of low/medium
severity fixes and enhancements/feature
development |
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2 months of joint maintenance
model |
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2 months of primary ownership |
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9 months later complete
and independent ownership |
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Wipro fulfilled the short-term operational goals
and also partnered with the client for realizing
their long-term business objectives of enhanced
customer satisfaction and product performance improvement. |
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| Measurable business
benefits |
Quick product
engineering transition
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Large pool of
engineers experienced in Wireless infrastructure
products resulting in faster product transition |
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Wipro’s development
team was ready to deliver bug fixes in 2 months
and start working on new features development,
just after the knowledge transition phase.
Primary ownership of the product maintenance
was handed over to Wipro in the 6th month
after the Knowledge Transition phase |
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Client’s engineering
team was re-deployed for new product development
in the 8th month |
Superior product engineering process
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Developed and deployed
6 commercial features with 70 man-month effort |
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30-35% cost saving in managing
this product during first year of engagement |
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Year-on-Year productivity improved
by a factor of 3, for the first year of ownership
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Better managed
knowledge base, well maintained case
histories, expertise in functional area
and handling issues resulted in an improvement
in issue resolution of 0.7/person/day
as compared to 0.2/person/day at the
beginning of the project |
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Automating customer processes
and tools resulting in better time and resource
management
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40% of testing
was automated, which resulted in 30%
overall cycle time reduction |
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45% Improvement in product
integration build process through a
Six Sigma Project |
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Implementation methodology
based on SEI CMM Level5 and Six Sigma to reduce
post deployment defects
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Better knowledge
management resulted in team rotation,
team motivation and faster issue resolution |
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End to end responsibility
with a single team delivering 5 major
releases with high customer satisfaction |
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The technology
Standards:
CDMA IS95-A/B, CDMA 2000. and different Transport
Protocols
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Clients proprietary
and VxWorks |
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MOTOROLA 563xx series DSP |
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MPC 8260, 680xx, 860 |
Language : Assemby,
C and C++.
Tools: Rhapsody
and UML |
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