Customer-Centric Service Quality Management

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Customer-Centric Service Quality Management

  1. 1. Customer-Centric Service Quality Management TTI Telecom © 2008 Duby Yoely VP, Marketing & solution engineering Email: duby@tti-telecom.com
  2. 2. Agenda <ul><li>The service quality gap </li></ul><ul><li>HOWTO: closing the gap </li></ul><ul><li>Network centric vs. business centric monitoring </li></ul><ul><li>What’s between KPIs, KQIs & SLA? </li></ul><ul><li>Best practice for service quality monitoring </li></ul><ul><li>Creating the customer-centric NOC/SOC </li></ul><ul><li>Case study </li></ul>
  3. 3. The Service Quality Gap TTI Telecom © 2008 Translating needs into Quality of Service Customer needs and expectations Operator’s Engineering & Operations Customer Perception Customer Interpretation Customer Experience Relative to expectations Implementing Quality of Service Access SIP Control PSTN Access Core
  4. 4. Knowledge Standards Perceptions Understand what customers expect (Usage, Availability, Tech support, Billing, Customer care) Define Reasonable SLOs Educate customers to see reality of service Service usability and trends Define and Enforce benchmarks Specify standards that reflect expectations Closing Service Quality Gaps Delivery Ensure that service performance matches specs customer-centric service monitoring DHL Coca Cola Roamers
  5. 5. Delivery: What is Your Focal Point? Regional Report: MSC_TLV PDP Context Activation Errors Coca Cola DHL Roamers Customers Report: PDP Context Activation Errors Network Centric Business Centric
  6. 6. <ul><li>The SLA drives the definition of Key Performance Indicators (KPIs) at the service, application, system and network level </li></ul><ul><li>SLA links the customer requirements to infrastructure requirements </li></ul>Perceptions: What’s between KPIs, KQIs & SLA? <ul><li>Network Availability </li></ul><ul><li>Service Availability </li></ul><ul><li>POP to POP Latency </li></ul><ul><li>Backbone Latency </li></ul><ul><li>Mean Time to Respond </li></ul><ul><li>Mean Time to Repair </li></ul><ul><li>Activation time </li></ul>What KPIs/KQIs result from the commitment? Network OMs Probes Network Alarms xDRs What Performance Data and metrics should be Collected?
  7. 7. Best Practice for Service Quality Monitoring <ul><li>Service Modeling </li></ul><ul><ul><li>Network, Service, Customer </li></ul></ul><ul><li>Calculation of KPI and KQIs </li></ul><ul><ul><li>Derived from multi domains </li></ul></ul><ul><ul><li>(Network devices, Active probing, Passive probing, CDR/IPDRs, TTs) </li></ul></ul><ul><li>Be proactive with useable metrics </li></ul><ul><ul><li>From simple thresholds to advanced spikes and trends monitoring </li></ul></ul><ul><ul><li>Quality of service alerts generation </li></ul></ul><ul><li>Drill down to isolate root cause </li></ul>Do my sessions meet quality expectations? How long does it take to connect? Why does my session keep dropping? How fast is my service restored? What performance level is my session operating at?
  8. 8. <ul><li>Define the service parameters related to network elements or a service offering and impact customers’ perception </li></ul>SQM Backbone: Service Modeling
  9. 9. <ul><li>VoIP signaling performance metrics indicating customers’ experience of the service </li></ul>KPI and KQIs: VoIP Example Session Initiation Session Progress Session Termination <ul><li>Session Disconnect Delay (SDD) </li></ul><ul><li>Session Disconnect Failure (SDF) </li></ul>Cut-off Calls <ul><li>Answer Seizure Rate (ASR) </li></ul><ul><li>Network Efficiency Rate (NER) </li></ul><ul><li>Session Establishment Efficiency Rate (SEER) </li></ul><ul><li>Session Establishment Rate (SER) </li></ul><ul><li>Session Duration Time (SDT) </li></ul>Call Hold-Time (CHT) <ul><li>Ineffective Session Attempts (ISA) </li></ul><ul><li>Session Defects/ million (SPM) </li></ul><ul><li>Session Completion Rare (SCR) </li></ul><ul><li>Session Success Rate (SSR) </li></ul>Call Completion Rate <ul><li>Call Success Rate (CSR) </li></ul><ul><li>Registration Request Delay (RRD) </li></ul><ul><li>Session Request Delay (SRD) </li></ul><ul><li>Average hops/ INVITE (AHI) </li></ul><ul><li>Post-Dial Delay (PDD) </li></ul>
  10. 10. Creating the Customer-Centric NOC/SOC <ul><li>Service management system is as good as the variety of data that is available to it </li></ul><ul><li>A lot of efforts is needed in order get the right data! </li></ul><ul><li>Unified mediation for data consolidation </li></ul>TTI Telecom © 2008 Network Indicators Non-Network Indicators Complimentary Service Related Data Customer Centric Service Management <ul><li>Performance measurements </li></ul><ul><li>Active probes data </li></ul><ul><li>xDR-based counters </li></ul><ul><li>Trouble ticketing </li></ul><ul><li>Billing data </li></ul><ul><li>CRM statistics </li></ul><ul><li>Planned Outage System </li></ul><ul><li>Corresponding Services </li></ul><ul><li>In-house monitoring tools </li></ul>
  11. 11. Case Study: TeliaSonera International Carrier <ul><li>Common PM system for all the technologies allows correlation of KPIs for the services that are implemented by multiple networks </li></ul><ul><li>Netrac as core component for Telia’s SLA management </li></ul>TTI Telecom © 2008 Netrac FaM VoIP Network Ericsson AXE, AXD IP SLA (SAA) Cisco, Juniper Capacity Network Lucent, Marconi, Ciena, Alcatel Netflow Cisco Netrac PMM Netrac Mediation SNMP, CODA, XML, Netflow <ul><li>ASR </li></ul><ul><li>ABR </li></ul><ul><li>MHT </li></ul><ul><li>Ndev </li></ul><ul><li>Bloc </li></ul><ul><li>Average Call Duration </li></ul><ul><li>CCR </li></ul><ul><li>Release causes </li></ul><ul><li>Events Reports </li></ul><ul><li>Device Availability Reports </li></ul><ul><li>VPN Availability Reports </li></ul><ul><li>Latency and Jitter </li></ul><ul><li>Packet Loss </li></ul><ul><li>Error Counts </li></ul><ul><li>Voice Scores </li></ul><ul><li>Netflow Statistics </li></ul>Thresholds Apply
  12. 12. Summary <ul><li>Integrate: service management system is as good as the variety of data that is available to it </li></ul><ul><li>Focus: good service model improves customer centricity </li></ul><ul><li>Identify: set benchmarks, apply the necessary mechanisms to alert of irregularities in advance </li></ul><ul><li>Maintain : approach SQM as an on-going process </li></ul>TTI Telecom © 2008
  13. 13. Thank You! For more information about our products and services www.tti-telecom.com This presentation, its content, materials ideas and know-how are the property of TTI Team Telecom International Ltd. (and its affiliates together “ TTI Telecom ” ) and are designated as confidential. This presentation may not be reproduced, altered or distributed in whole or in part, without the express written permission of TTI   Telecom.   The content is provided “ As Is&quot;, and in no way imply warranty or commitment . This is a Legal Notice and may not be removed or altered in any way . Copyright © 2007 TTI Team Telecom International, Ltd.

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