Enabling Business Success Through Reliability, Professionalism and Agility

Wang Yifan,

President of Huawei's Service & Software Marketing & Solution Sales Dept

[Abstract] During the "Service and Software Enable Business Success" session at Huawei's Better World Summit 2020 (BWS 2020), Wang Yifan, President of Huawei's Service & Software Marketing & Solution Sales Dept, delivered a keynote speech titled "Enabling Business Success Through Reliability, Professionalism and Agility". Wang said: "Huawei delivers internet and voice call services for 3 billion people around the world, while also providing reliable communication assurance during emergencies and events such as the COVID-19 outbreak in 2020, the 2017 earthquake in Mexico, and the annual Hajj pilgrimage in Saudi Arabia. Huawei maintains reliable, professional, and agile global service resources and teams, and utilizes a converged and open digital platform."

Over the past 30 years, Huawei has leveraged its service and software products to deliver professional services for more than 300 telecom carriers worldwide, covering over 1500 networks. Each year, we handle more than 200 major events, address over 600,000 technical support issues, and resolve around 1 million trouble tickets. Making good on our commitment to safeguard the global communication services of over 3 billion people, Huawei provided communications assurance for multiple communication service providers (CSPs) worldwide during the 2020 COVID-19 outbreak. In 2017, as Mexico reeled from the impact of a devastating earthquake, Huawei moved quickly to help local CSPs restore telecom services in severely affected areas. Over the course of 15 years, Huawei has collaborated with regional CSPs to provide reliable network assurance for the Hajj pilgrimage (involving more than 3 million Muslims) in Saudi Arabia.

Wang Yifan, President, Service & Software Marketing & Solution Sales Dept, Huawei

Huawei's reliable and professional services, as well as our open and agile digital platforms, enable us to achieve such results.

Reliable Services Drive Stable Network Operations

Huawei provides global CSPs with assurance services by leveraging the following strengths: rigid maintenance services, superior customer rapport, uninterrupted network operations, continuous supply of spare parts, and 24/7 Technical Assistance Center (TAC) response. In addition, five key factors support Huawei's reliable services.

1) Huawei possesses mature management systems certified by international standard organizations such as ISO, TL, IEC, and OHSAS.

2) Huawei utilizes 22,000 frontline employees and over 120,000 partner employees across 170 countries and regions, enabling rapid on-site services.

3) Huawei maintains a comprehensive spare parts supply system, encompassing five global spare parts supply centers, nine global spare parts operation centers, and 16 global spare parts maintenance centers.

4) Huawei offers a three-level technical support system consisting of global R&D, GTAC/TAC, and maintenance project teams.

5) Huawei platforms encapsulate over 30 years of practical knowledge and experience in the telecommunications industry, and are reinforced by models generated through machine learning. These digital platforms are shared with customers and partners to continuously improve service quality and efficiency.

Value Creation Based on the "Experts + Engineers + Platform +Knowledge Assets + Ecosystem Partners" Model

In terms of service, Huawei applies 30 years' worth of telecom industry knowledge, in addition to models generated through machine learning, to a constantly evolving digital platform open to the entire industry. As a result, CSPs and ecosystem partners can develop their own applications on the platform to achieve business agility. Currently, Huawei has developed 80% of the most commonly used applications, covering network planning, construction, maintenance, optimization, and intelligent operations, with the other 20% of customization requirements addressed by our ecosystem partners. This open ecosystem platform benefits the entire industry through continuous value creation.

Strategically Invest Based on the Digital Platform to Improve Efficiency, Better Serve Customers and Boost Industry Development

Since 2018, Huawei has invested more than US$700 million in service and software R&D annually. Huawei has established five research centers, three innovation centers, and one experience lab in locations around the world. As such, more than 2,000 Huawei R&D personnel and over 50 global algorithm specialists with a doctoral degree are currently engaged in cutting-edge technological research. In the fields of cyber security and trustworthiness, Huawei has become a key member of ISO, IETF, 3GPP, ETSI, and other international standards organizations. Huawei has also developed numerous AI applications, such as the digital survey app which uses consumer-level cameras to improve site survey efficiency by 60%. To conserve energy, Huawei developed the PowerStar solution, capable of reducing power consumption by 15% for wireless networks, and between 9% and 17% for data centers, through PUE optimization.

To summarize, Huawei's services and software will rely on professional and reliable global service teams, an open and agile digital platform, powerful R&D innovation resources, and numerous ecosystem partners to drive digital transformation in the telecom industry. Huawei will continue to collaborate with global carriers and ecosystem partners to achieve sustainable development and shared success.