The document discusses improving customer-centric service quality management. It emphasizes integrating a variety of network and customer data to create a unified service management system. This allows monitoring key performance indicators and identifying issues to proactively alert of service irregularities. Taking a customer-focused approach to service quality monitoring and maintaining it as an ongoing process can help close the gap between customer needs and operator service quality.

1. Customer-Centric Service Quality Management TTI Telecom © 2008 Duby Yoely VP, Marketing & solution engineering Email: duby@tti-telecom.com

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. 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. 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

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", 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.