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					     FACTORS AFFECTING
COMPARABLE QoS PERFORMANCE
         REPORTING


                                 Alan Baughan
                Chairman ETNO QoS Working Group
                 Cable & Wireless Communications



QUTE’98 Workshop
Heidelberg, 14-15 October 1998         1
              TOPICS TO BE COVERED

                        • Audience for QoS Reporting
                        • Definition Process
                        • ETNO Activities
                        • The UK CPI Reporting Model


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Heidelberg, 14-15 October 1998         2
           Audience for QoS Reporting


                   • Consumer
                   • Regulator
                   • Operators and Service Providers



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Heidelberg, 14-15 October 1998      3
                         Definition Process

               • Establish what needs to be measured
               • Agree definition of measure for trial
               • Establish measurement capability
               • Test comparability


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Heidelberg, 14-15 October 1998        4
                                 ETNO
 Objectives:
  •   Constructive dialogue and co-operation between
      its members

  •   Development of relationships with all European
      organisations that influence the future of
      European telecommunications




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Heidelberg, 14-15 October 1998    5
                                     ETNO
                                 Executive Board


            WG                   WG            WG        WG


                                 QoS Working Group


                                                     UK
                  ETSI                 ITU-T         CPI Industry
                                                     Forum
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Heidelberg, 14-15 October 1998            6
                          ETNO Working Groups
Electronic Money                         Data Protection &
Fraud Control                               Information Security
Frequency Management                      European Information Society
Content Liability in IS                  ITU
Future Mobile Services                   Numbering
Quality of Service                       Research and Development
Competitive Market Issues                ICT Standardisation Strategy
Internet                                 External Trade Issues
Asynchronous Transfer Mode


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    Heidelberg, 14-15 October 1998   7
  ETNO QoS Working Group Activities
       •   Establish agreed measurement principles

       •   Establish common terminology & definitions

       •   Establish comparable inter-operator
           parameters

       •   Investigate comparable customer satisfaction
           survey methods

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Heidelberg, 14-15 October 1998   8
                                    UK
                          CPI Industry Forum (IF)
      Operators                  Consumer Groups        Regulator


          Development WG                      Maintenance WG
                                           • Maintain Definitions
    • New CPIs                             • New Entrants Information
    • Changes to CPIs                      • Audit Process Review
                                           • IF Contract Management
                                           • Comparability Issues
                                           • Publication Management

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Heidelberg, 14-15 October 1998         9
The UK CPIs for Business & Residential
               Services
 •   Service Provision - against commitment

 •   Service Restoration - against commitment

 •   Service Reliability - fault rate

 •   Complaint Handling - resolved within 20 working days

 •   Bill Accuracy - Bill Accuracy Complaints per 1000 bills


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 Heidelberg, 14-15 October 1998   10
                                    Audit Process

  Accuracy Audit                        Audit Output         Comparability
                                                                Audit
Business Processes                  Audit Report + Results   Audit
Extraction Methods                  Discrepancy Reports      Comparison
Collation Process                   Comparability Reports    across Industry
                                    Audit Opinion Forms

                                                             Comparability
              External Audit Body                            Audit Body


   QUTE’98 Workshop
   Heidelberg, 14-15 October 1998             11
   ETNO Identified Factors Affecting
Comparable Customer Satisfaction Surveys
     • Culturally dependent customer expectations
     • Language differences
     • Operational capabilities
     • Non-standard product/service portfolios
     • Differentiated market segmentation
     • Financial implications and commercial sensitivities
     • Limitations induced through competition

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   Heidelberg, 14-15 October 1998   12
Future Work of ETNO QoS Working Group
  To reach agreement on objective and subjective
  measurement sets for the following service areas:

                                   • Leased Line

                                   • Data

                                   • Internet

                                   • ISDN


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  Heidelberg, 14-15 October 1998                13
Benefits associated with Comparable
       Performance Reporting
• Standard indicators of common understanding
• Industry Benchmarks enabling competitive
  differentiation
• Informed consumer choice
• Basis to derive internal process measures
• More accurate correlation between hard & soft
  measures
• ‘Event’ driven customer satisfaction surveys support
  ‘Stock’ survey analysis

 QUTE’98 Workshop
 Heidelberg, 14-15 October 1998   14

				
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