UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
FORM 6-K
REPORT OF FOREIGN PRIVATE ISSUER PURSUANT TO RULE 13a-16 OR
15d-16 UNDER THE SECURITIES EXCHANGE ACT OF 1934
For the month of March 2012.
Commission File Number: 001-31221
Total number of pages: 18
NTT DOCOMO, INC.
(Translation of registrant’s name into English)
Sanno Park Tower 11-1, Nagata-cho 2-chome
Chiyoda-ku, Tokyo 100-6150
Japan
(Address of principal executive offices)
Indicate by check mark whether the registrant files or will file annual reports under cover Form 20-F or Form 40-F.
Form 20-F x Form 40-F ¨
Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(1): ¨
Indicate by check mark if the registrant is submitting the Form 6-K in paper as permitted by Regulation S-T Rule 101(b)(7): ¨
SIGNATURES
Pursuant to the requirements of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on its behalf by the undersigned, thereunto duly authorized.
| NTT DOCOMO, INC. | ||||||
| Date: March 30, 2012 |
By: | /s/ OSAMU HIROKADO | ||||
| Osamu Hirokado Head of Investor Relations | ||||||
Information furnished in this form:
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Sanno Park Tower
2-11-1 Nagata-cho
Chiyoda-ku, Tokyo
100-6150, Japan
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For Immediate Release
DOCOMO Responds to Ministry Guidance Concerning Accident Prevention,
Communication Security and Personal Information Management
TOKYO, JAPAN, March 30, 2012—NTT DOCOMO, INC. announced that today it submitted a report on extensive measures taken by the company in response to the “Guidance Given to NTT DOCOMO, INC. Concerning Accident Prevention, Protection of Secrecy of Communication, and Suitable Control of Personal Information,” which the Ministry of Internal Affairs and Communications (MIC) issued on January 26, and in response to a request for a full inspection of network infrastructure and operations to prevent interruptions in mobile telecommunications, which was issued on February 22 by an MIC liaison committee on countermeasures against mobile phone communication failures.
In its report, DOCOMO explains the 16 countermeasures it carried out, spending 3,940 person-days to resolve interruptions that occurred in the company’s mobile communications network, and another 17 measures to prevent similar interruptions from occurring in the future, which required 65,640 person-days.
DOCOMO also has completed an inspection of its network infrastructure and operations covering 145 categories and comprising 256,966 items, which required 90,450 person-days.
As a result of extensive companywide measures and inspections, DOCOMO has confirmed that its communication network can be operated stably. Going forward, the company will continue to strengthen its network infrastructure to support growing smartphone traffic, including countermeasures for an increasing volume of control signals.
Further, DOCOMO has improved its procedures for quickly and accurately informing customers about the operational status of its networks. The company has also re-examined its construction plans and procedures, fully taking into account the impact on customers.
DOCOMO apologizes sincerely for any inconvenience caused by past network interruptions and confirms its commitment to satisfy customers with stable and reliable mobile communications going forward.
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Attached is the summary of DOCOMO’s report submitted to MIC.
For further information, please contact:
NTT DOCOMO
Eijun Tanaka or So Hiroki
International PR
Public Relations Department
Tel: +81-3-5156-1366
Fax: +81-3-5501-3408
Website: www.nttdocomo.com
Inquiries may also be made through the following URL:
http://www.nttdocomo.com/contact
About NTT DOCOMO
NTT DOCOMO is a world-leading integrated-services company centered on mobility. The company serves over 60 million mobile customers in Japan via advanced wireless networks, including a nationwide 3G network and one of the world’s first commercial LTE networks. Leveraging its unique capabilities as a mobile operator, DOCOMO is a leading developer of cutting-edge technologies for NFC mobile payments, mobile GPS, mobile TV, intuitive mobile assistance, environmental monitoring, smart grids and much more. Overseas, the company provides technical and operational expertise to eight mobile operators and other partner companies. NTT DOCOMO is listed on the Tokyo (9437), London (NDCM) and New York (DCM) stock exchanges. Please visit www.nttdocomo.com for more information.
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Attachment
Summary of Measures Taken to Prevent Mobile Communications Service Interruptions, Protect Secrecy of Communication and Appropriately Manage Personal Information
March 30, 2012
Copyright (C) 2012 NTT DOCOMO, INC. All rights reserved.
Index
Introduction
1. Guidance and Requests Received from Ministry of Internal Affairs and Communications (MIC) and Specific Details Thereof
2. Preventive Measures for Network Interruptions
2-1. Strengthened Organizational Structure
2-2. Countermeasures for Network Malfunctions
Reference: Status of Additional Packet-switching Equipment Installations
2-3. Additional Countermeasures to Prevent Further Malfunctions
3. Comprehensive Inspection of Equipment and Systems
3-1. Results of Comprehensive Inspections
3-2. Areas That Have Been Strengthened Through Inspections
4. Preventive Measures to Protect Secrecy of Communication and Personal Information
5. Prompt Provision of Network Status Information to Customers
6. Implementation of Countermeasures and Inspections Conclusion
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Introduction
The series of network interruptions from June 2011 to January 2012 was caused primarily by rapid increases in both data traffic and the number of control signals, resulting mainly from the rapid growth of smartphones, which caused malfunctions in the communication equipment used for DOCOMO’s “sp-mode” system and packet switching.
DOCOMO extends its deepest apologies to customers for any inconvenience caused by these network malfunctions. Going forward, the company will continue to focus on upgrading and strengthening its equipment and related operations.
DOCOMO takes these matters very seriously. On December 25, 2011, the company established the Task Force for Improvement of Network Infrastructure, headed by the president and CEO, to rigorously supervise efforts to realize a high-quality network that offers users safety and peace of mind, and ensures the secrecy of communication and the protection of personal information.
This report reviews the measures that DOCOMO has taken, including full inspection of its networks, in response to administrative guidance.
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1. Guidance and Requests Received from Ministry of Internal Affairs and Communications (MIC) and Specific Details Thereof
Guidance and specific requests received from MIC included the following two items:
(1) Guidance issued to NTT DOCOMO, INC. on January 26, 2012 concerning the series of interruptions. (2) Request for a full inspection of network infrastructure and operations to prevent interruptions in mobile telecommunications, issued on February 22 by an MIC liaison committee on countermeasures against mobile phone communication failures.
Content of guidance:
The following preventive measures, etc. must be taken as a matter of urgency, and actual results and future initiatives must be reported back to the MIC no later than March 30 (Fri.), 2012.
1. Deployment of telecommunications equipment to provide appropriate support for increases in users and traffic, etc.
2. Deployment of appropriate backup equipment and construction of monitoring systems to manage telecommunications equipment failures, etc.
3.Prevention of congestion by means of overload tests, etc.
4. Protection of secrecy of communication and personal information
5. Appropriate support for users
Content of Request from MIC liaison committee on countermeasures against mobile phone communication failures:
To prevent network interruptions, full inspections must be carried out regarding equipment and the organizational framework for maintaining, operating and managing equipment. Results of these inspections must be provided in the report to be submitted in accordance with the guidance.
Inspections should help to prevent:
1. Trouble with redundancies
2. Glitches in design, set-up and deployment of equipment
3. Trouble with software
4. Trouble with power-supply facilities
5. Infections from malicious programs
6. Incorrect construction procedures
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2. Preventive Measures for Network Malfunctions
2-1. Strengthened Organizational structure
For the company as a whole to respond to the series of communication malfunctions, DOCOMO established the Task Force for Improvement of Network Infrastructure. Led by the company president, the Task Force evaluated countermeasures to prevent the recurrence of malfunctions. It also established an advancement promotion office, as well as a project team responsible for eliminating human error, and worked to increase the number of IP-related technical experts, etc., to continue strengthening monitoring and measurement systems and ensure accident-free construction work.
Measures Taken by Task Force for Improvement of Network Infrastructure
(Established on Dec. 25, 2011, and met 14 times as of March 31, 2012.) •Measures to prevent network interruptions and leakage of information.
•Measures to increase network equipment and processing capability, implemented timely and appropriately based on results of network inspections.
•Measures to ensure prompt and appropriate information-sharing with customers.
Strengthened organizational structure based on evaluations by Task Force for Improvement of Network Infrastructure
Established an advancement promotion office
• To oversee sp-mode system validation and processing capacity improvements (Jan. 11, 2012)
Launched a project team responsible for eliminating human error
• To drive initiatives to eradicate human error (Feb. 13, 2012)
Strengthened monitoring and measurement systems
• To enable 24/7 hotline for rapid responses from monitoring, measurement and development units and venders. (Dec. 26, 2011)
Increased number of DOCOMO IP technology experts
• To strengthen the organizational framework for developing, validating, maintaining and managing IP-related technologies by interconnecting with NTT Group companies (Mar. 1, 2012)
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2-2. Countermeasures for Network Interruptions
DOCOMO’s maintenance and development departments combined to determine the causes of the past interruptions and evaluate countermeasures. The company completed implementation of 16 countermeasures to fix glitches, improve processing capabilities and increase equipment, etc. in response to each condition, spending 3,940 person-days.
Date and Nature of Network Interruption Details of Countermeasures Completion Date
June 6, 2011
Difficulties in using voice and packet •Corrected program software to prevent congestion in Communication Control Unit •June 12, 2011
communication on Xi, FOMA and mova •Revised process for Communication Control Unit Standby Facility Switching •June 12, 2011
networks •Fixed glitch in Communication Control Units for system recovery •June 12, 2011
•Optimized operations (speedy traffic control) •August 18, 2011
August 16, 2011 •Downsized network authentication server buffer •August 22, 2011
Difficulties in using packet •Enhanced network authentication server •August 28, 2011
communication for sp-mode •Enhanced facilities for network authentication server and session control server •November 30, 2011
•Improved authentication server processing capabilities •March 22, 2012
December 20, 2011 •Revised internal processes for user control servers •December 22, 2011
Email addresses of a portion of sp-mode •Rerouted important communication from malfunctioning channels •December 28, 2011
users were replaced with email •Management of signal processing confirmation •December 30, 2011
addresses of other persons •Reviewed signal processing method to reduce load on sp-mode systems •January 6, 2012
•Expanded buffers of authentication servers •January 12, 2012
January 1, 2012
Difficulties sending/receiving sp-mode
mail (“undeliverable message” •Reexamined internal processes for mail control servers •January 3, 2012
notifications not received)
January 25, 2012 •Inspected packet switching equipment processing capability •February 19, 2012
Difficulties using voice and packet •Switched to new-version packet switching equipment in consideration of traffic signal •February 25, 2012
communications on FOMA network volume
(see next page for details)
16 countermeasures
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Reference: Status of Additional Packet-switching Equipment Installations
DOCOMO is installing new-version packet switching equipment, giving priority to areas in which resources are in highest demand. Installation is progressing smoothly.
Installation Date Covered Area New-version
Equipment Installed
Tokyo’s 23 wards, Urayasu and Ichikawa in Chiba Prefecture
2012/02/25 Completed 2
and part of Kawasaki in Kanagawa Prefecture
2012/03/03 Completed Part of Aichi Prefecture, including Nagoya 3
2012/03/10 Completed Part of Hyogo Prefecture, including Kobe 1 14
Tama district of Tokyo, part of Kanagawa Prefecture, part of
2012/03/25 Completed 3
Saitama Prefecture and all of Yamanashi Prefecture
Part of Fukuoka, Saga, Kumamoto prefectures, and all of
2012/03/31 5
Okinawa prefecture
2012/04 11 areas nationwide 26
Total: 40
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2-3. Additional Countermeasures to Prevent Further Malfunctions
DOCOMO is implementing 17 countermeasures, including improving processing capabilities and procedures, re-examining construction procedures, etc., to improve network infrastructure for the prevention of interruption recurrences and for accident-free construction, spending 65,640 person-days.
Completion
Countermeasures Details of Countermeasures Date
Packet Packet-switching equipment added based on results of processing-capacity inspections (continuous 4/2012
Switching expansion of equipment due to the increasing number of smartphones)
Equipment Enhanced processing capacity of a new-version packet switching equipment 8/2012
sp-mode Introduction of newly developed mail information server Feb 17, 2012
Processing system Improved software and additional network equipment responding to the increasing number of smartphones 12/2012
Capacity Traffic Rerouted processing away from malfunctioning channels 4/2012
Overload Rerouted processing when service control equipment switches to backup equipment 8/2012
Increased Changes in wireless connection procedures to allow the transmission of multiple applications with one 12/2012
Control wireless connection
Signals Request cooperation of application providers to reduce network load and GSMA activities, etc. Ongoing
Change of sp-mode connection procedures (new procedures that do not cause IP address conflicts) Feb 19, 2012
Processing Mode Change of mopera connection procedures (new procedures that do not cause IP address conflicts) Mar 31, 2012
Introduction of function to prevent problems with user identification information during processing Jan 31, 2012
Quality of Software Maintenance of development documents and strengthening of trials Mar 23, 2012
Share information within company to increase preparedness for dangerous conditions and create an Feb 2, 2012
environment in which such information is continuously collected and acted upon.
Classify the importance of each construction project by the impact on customers and share this information Feb 3, 2012
within the company
Quality of Construction Ensure procedures for maintaining up-to-date documents required for construction Feb 6, 2012
Ensure procedures for maintaining construction procedures in line with updated documents Feb 6, 2012
Ensure recovery procedures are in place to handle unforeseen circumstances during construction Feb 6, 2012
Fix rules on construction time slots depending on the nature of construction to minimize impact on customers. Feb 10, 2012
Total 17 countermeasures
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3. Comprehensive Inspection of Equipment and Systems
3-1. Results of Comprehensive Inspections
After the series of network interruptions occurred, the Task Force for Improvement of Network Infrastructure carried out extensive companywide inspections regarding network equipment capacity, equipment processing capabilities, processing procedures, etc.
Based on the request for a full inspection (covering 6 areas) of network infrastructure and operations to prevent disruptions in mobile telecommunications, which was issued on February 22 by an MIC liaison committee on countermeasures against mobile phone communication failures, DOCOMO enhanced its inspection processes via six work groups (listed below). As a result, DOCOMO has confirmed that its communication network can currently be operated stably. (90,450 person-days)
Full Inspection of Equipment and Systems Inspection Inspection Work Group (6 areas) Categories Items
1. Avoid trouble with redundancy function Network redundancy inspection work group 23 2,806
2. Confirm design, set-up and deployment of
Facility design inspection work group 17 5,223 facilities
3. Avoid trouble with software Software inspection work group 24 384
4. Avoid trouble with power-supply facilities Power-supply facility inspection work group 21 25,863
5. Avoiding infections by malicious programs Network facility security inspection work group 45 585
6. Avoid incorrect construction procedures Construction procedure inspection work group 15 222,105 Total—145 256,966
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3-2. Areas that have been strengthened through inspections
Through a series of extensive companywide inspections, DOCOMO was able to improve the speed and accuracy of providing customers with information on network operation status. DOCOMO recognizes the importance of regularly conducting overload tests matched to current traffic conditions.
Category Inspection Items and Improvements
Confirm that equipment processing capacity satisfies requirements and that the resource
Confirmed Via usage rate for commercial systems is within normal
Confirm that the system constantly monitors equipment and is configured to respond
Comprehensive promptly to malfunctions
Inspection Confirm that network equipment has the necessary redundancy and that switching to
redundant equipment is possible at all times
Set performance targets for regular overload tests implemented in accordance with
current traffic conditions
Establish construction procedures to minimize impact on customers and consider
Strengthened After unforeseen circumstances during construction
Comprehensive Internally share information on potentially dangerous conditions and create an
Inspection environment in which such information is continuously collected and acted upon
Identify construction work that could significantly affect customers and circulate such
information internally, and post viewer-friendly maps on the company website to show
construction areas where customers are likely to be affected.
Minimize the impact of construction by scheduling work on power-supply facilities during
Strengthened by time slots when customers will be affected the least
Examining Third-party Expand the scope of security inspection equipment and add new inspection items to
Cases block improper programs
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4. Preventive Measures to Protect Secrecy of Communication and Personal Information
The breaches of communication secrecy and leaks of personal information during this incident are attributed to network malfunctions. In view of the effectiveness of strengthening all recurrence-prevention measures and implementing countermeasures specific to this series of malfunctions, DOCOMO will strive to protect communication secrecy and personal information through company-wide initiatives to prevent the recurrence of malfunctions in design, construction and verification processes.
Measures Details
Organizational, operational and facility-based measures to better protect
communication confidentiality and personal information
Educational presentation delivered personally by the president to personnel related to DOCOMO
and its group companies
Solidified common understanding through shared awareness, deployment of various measures
Preventive and greater visibility of activities (educational posters, slogans, etc.) on a national level aimed at
Measures eliminating human error
Minimize follow-on disruptions by rapidly identifying and responding to anticipated developments,
thereby protecting communication security and personal information (confirm best practices for
recovery procedures deployed during actual events)
Revised connection procedures to prevent communication security breeches and personal
information leaks, and implemented preventative measures company-wide
In terms of responding to customers, DOCOMO informed customers about the network malfunctions by sending them letters of apology and publishing advertisements that conveyed apologies in newspapers, and also by operating a dedicated call center from December 27 to February 29, which responded to 2,749 inquiries from customers.
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5. Prompt Provision of Information on Network Status to Customers
As a result of the series of network malfunctions last year, DOCOMO, aiming to provide information to customers as quickly as possible, has further enhanced its initial communication of such information internally to ensure companywide understanding, and also has restructured related internal frameworks and customer service procedures.
Additionally, in response to the administrative guidance received by the company, DOCOMO has strengthened measures to provide customers with quick, accurate and user-friendly information regarding network operation status, via announcements through the media, docomo Shops, etc., and mapping construction areas on the “Notice of Construction” page of the company website.
Measure Details Implementation
Fast website updates
Fast provision of information to related organizations and Jan. 27, 2012
agencies (MIC, media, etc.)
Improved Provision of
Information to Customers Fast announcement of malfunction status at all docomo Shops Mar. 5, 2012
Revised “Notice of Construction” webpage (in Japanese only) to
show construction areas via maps Mar. 10, 2012
Improved Communication Upgraded environment for smoothly dealing with customers via
of Information to Customer Mar. 5, 2012
Service Division Customer Service Division
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6. Implementation of Countermeasures and Inspections
In relation to past network malfunctions, DOCOMO has completed 16 countermeasures, including rectifying malfunctions, improving processing capabilities, adding equipment, etc., which required 3,940 person-days of input. In addition, the company is still implementing 17 other countermeasures, including improving processing capabilities and procedures, reviewing construction procedures, etc., to improve network infrastructure aimed at preventing malfunction recurrences and achieving accident-free construction, which required 65,640 person-days of input. For comprehensive inspections of equipment capacity, equipment processing capabilities, processing procedures, etc., the Task Force for Improvement of Network Infrastructure established 6 work groups to oversee implementation in 145 categories totaling 256,966 items, which required 90,450 person-days of input.
Category No. of Measures Implementation Implementation
Measures to resolve
past interruptions 16—3,940 person-days
Countermeasures Measures to prevent 17—65,640 person-days
future interruptions
Subtotal 33—69,580 person-days
Comprehensive
inspections of
Comprehensive 145 categories
equipment and—90,450 person-days
Inspections 256,966 items
organizational
structure
Total 33 256,966 items 160,030 person-days
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Conclusion
DOCOMO has implemented 16 countermeasures which required 3,940 person-days regarding past interruptions of its networks, and a further 17 measures which required 65,640 person-days to prevent further network interruptions. Furthermore, in terms of communication network facilities, DOCOMO has conducted a full inspection of 145 categories encompassing 256,966 items, committing 90,450 person-days to the effort. As a result of extensive companywide measures and inspections, DOCOMO has confirmed that its communication network operates stably. Going forward, the company will continue to strengthen its network infrastructure to support growing smartphone traffic, including countermeasures to handle an increasing volume of control signals. Further, DOCOMO has improved its procedures for quickly and accurately informing customers about the operational status of its networks. The company has also reviewed its construction plans and procedures, fully taking into account the impact on customers.
DOCOMO extends its deepest apologies to customers for any inconvenience caused by the series of network malfunctions. Going forward, the company is committed to continuously strengthening the reliability of its communication networks so that customers may continue to use its services safely and with peace of mind.
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