Customer-Centric Service

Quality Management

Duby Yoely
VP, Marketing & solution engineering

Email: duby@tti-telecom.com

TTI Telecom © 2008

Agenda
The service quality gap
HOWTO: closing the gap
Network centric vs. business centric monitoring
What’s between KPIs, KQIs & SLA?
Best practice for service quality monitoring
Creating the customer-centric NOC/SOC
Case study

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 The Service Quality Gap

Operator’s Engineering & Operations

Customer
Perception
Translating Implementing Customer
Customer needs
needs into Quality Experience
and
Quality of Service
expectations Relative to
of Service expectations
Customer
Interpretation

PSTN

Core Access
SIP Control
Access

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Closing Service Quality Gaps

Knowledge Understand what

customers expect
(Usage, Availability, Tech Service usability and trends
support, Billing, Customer care)

Specify standards that

Standards
reflect expectations
Define and Enforce benchmarks

Ensure that service

Delivery performance matches DHL
Coca Cola
specs Roamers
customer-centric service
monitoring

Educate customers to
Perceptions
see reality of service
Define Reasonable SLOs

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Delivery: What is Your Focal Point?

Regional Report: Customers Report:

MSC_TLV PDP Context Activation Errors PDP Context Activation Errors

50

40

30

20

10
Coca Cola
0 DHL
13:00 14:00 15:00 16:00 Roamers

Network Centric Business Centric

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Perceptions: What’s between KPIs, KQIs &
SLA?
Network Availability Network OMs
Service Availability
POP to POP Latency Network Alarms
Backbone Latency
Mean Time to Respond
Probes
Mean Time to Repair
xDRs
Activation time

What KPIs/KQIs What Performance

result from the Data and metrics
commitment? should be
Collected?

The SLA drives the definition of Key Performance Indicators (KPIs) at the
service, application, system and network level
SLA links the customer requirements to infrastructure requirements

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Best Practice for Service Quality Monitoring
Service Modeling
Do my sessions
Network, Service, Customer How long does it meet quality
take to connect? expectations?

Calculation of KPI and KQIs

Derived from multi domains
(Network devices, Active probing, Passive
probing, CDR/IPDRs, TTs)

Be proactive with useable metrics

From simple thresholds to advanced spikes
and trends monitoring
Why does my What performance
Quality of service alerts generation session keep level is my session
dropping? operating at?
Drill down to isolate root cause How fast is
my service
restored?

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SQM Backbone: Service Modeling

Define the service parameters related to network elements or

a service offering and impact customers’ perception

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KPI and KQIs: VoIP Example

● Session Establishment Rate (SER) ● Session Completion

Rare (SCR)
Service KQIs

● Answer Seizure Rate (ASR)

● Network Efficiency Rate (NER) Call Completion Rate
● Session Success Rate
● Session Establishment Efficiency Rate (SEER)
(SSR)
● Call Success Rate
(CSR)

● Registration Request ● Session Duration Time ● Session Disconnect

Delay (RRD) (SDT) Delay (SDD)
Network KPIs

● Session Request Call Hold-Time (CHT) ● Session Disconnect

Delay (SRD) ● Ineffective Session Failure (SDF)
● Post-Dial Delay (PDD) Attempts (ISA) Cut-off Calls
● Average hops/ INVITE ● Session Defects/ million
(AHI) (SPM)

Session Initiation Session Progress Session Termination

VoIP signaling performance metrics indicating customers’

experience of the service

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Creating the Customer-Centric NOC/SOC
Service management system is as good as the variety of
data that is available to it
A lot of efforts is needed in order get the right data!
Unified mediation for data consolidation

Customer Centric Service Management

Performance measurements Trouble ticketing Planned Outage System

Active probes data Billing data Corresponding Services
xDR-based counters CRM statistics In-house monitoring tools

Network Non-Network Complimentary Service

Indicators Indicators Related Data

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Case Study: TeliaSonera International Carrier
Common PM system for all the technologies allows correlation of KPIs
for the services that are implemented by multiple networks
Netrac as core component for Telia’s SLA management
Netrac FaM
Netrac PMM
ASR Average Call Latency and Jitter Events Reports
ABR Duration Packet Loss Device Availability Reports
MHT CCR Error Counts VPN Availability Reports
Ndev Release causes Voice Scores
Bloc Netflow Statistics

Netrac Mediation
SNMP, CODA, XML, Netflow

VoIP Network IP SLA (SAA) Netflow Capacity Network

Lucent, Marconi,
Ericsson AXE, AXD Cisco, Juniper Cisco
Ciena, Alcatel

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Summary
Integrate: service management system is as good as the
variety of data that is available to it
Focus: good service model improves customer centricity
Identify: set benchmarks, apply the necessary
mechanisms to alert of irregularities in advance
Maintain : approach SQM as an on-going process

TTI Telecom © 2008 12

 Thank You!

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