qute’98 workshop heidelberg, 14-15 october 1998 1 factors affecting comparable qos performance...
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QUTE’98 Workshop
Heidelberg, 14-15 October 1998 1
FACTORS AFFECTINGCOMPARABLE QoS PERFORMANCE
REPORTING
Alan BaughanChairman ETNO QoS Working GroupCable & Wireless Communications
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Heidelberg, 14-15 October 1998 2
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 3
Audience for QoS Reporting
• Consumer
• Regulator
• Operators and Service Providers
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Heidelberg, 14-15 October 1998 4
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 5
• Constructive dialogue and co-operation between its members
• Development of relationships with all European organisations that influence the future of European telecommunications
ETNO
Objectives:
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Heidelberg, 14-15 October 1998 6
ETNOExecutive Board
QoS Working Group
ETSI ITU-TUKCPI IndustryForum
WG WG WG WG
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Heidelberg, 14-15 October 1998 7
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
ETNO Working Groups
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Heidelberg, 14-15 October 1998 8
• Establish agreed measurement principles
• Establish common terminology & definitions
• Establish comparable inter-operator parameters
• Investigate comparable customer satisfaction survey methods
ETNO QoS Working Group Activities
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Heidelberg, 14-15 October 1998 9
UKCPI Industry Forum (IF)
Operators Consumer Groups Regulator
Development WG Maintenance WG
• New CPIs• Changes to CPIs
• Maintain Definitions• New Entrants Information • Audit Process Review• IF Contract Management• Comparability Issues• Publication Management
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Heidelberg, 14-15 October 1998 10
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 11
Accuracy Audit
Business ProcessesExtraction Methods Collation Process
Audit Output
Audit Report + ResultsDiscrepancy ReportsComparability ReportsAudit Opinion Forms
ComparabilityAudit
Audit Comparisonacross Industry
Audit Process
External Audit BodyComparabilityAudit Body
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Heidelberg, 14-15 October 1998 12
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 13
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 14
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