customer centric service assurance - service quality management
DESCRIPTION
Customer-Centric Service Quality Management - presented by Mr. Duby Yoely, Vice President, Marketing and Solution Engineering, TTI Telecom at the 2nd Annual OSS BSS Asia Pacific Summit, March 2008, SingaporeTRANSCRIPT
TTI Telecom © 2008
Customer-Centric Service Quality Management
Duby YoelyVP, Marketing & solution engineering
Email: [email protected]
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
2
The Service Quality Gap
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Customer needs and
expectations
Operator’s Engineering & Operations
Translating needs intoQuality
of Service
Customer Perception
Customer Interpretation
Customer Experience
Relative toexpectations
ImplementingQuality
of Service
AccessSIP 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
DeliveryEnsure that service
performance matches specs customer-centric service
monitoring
DHLCoca Cola
Roamers
Closing Service Quality Gaps
Delivery: What is Your Focal Point?
5
0
10
20
30
40
50
13:00 14:00 15:00 16:00
Regional Report:MSC_TLV PDP Context Activation Errors
Coca ColaDHL
Roamers
Customers Report: PDP Context Activation Errors
Network Centric Business Centric
6
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
Perceptions: What’s between KPIs, KQIs & SLA?
Network Availability
Service Availability
POP to POP Latency
Backbone Latency
Mean Time to Respond
Mean Time to Repair
Activation time
What KPIs/KQIsresult from thecommitment?
Network OMs
Probes
Network Alarms
xDRs
What PerformanceData and metrics
should beCollected?
Best Practice for Service Quality Monitoring
Service ModelingNetwork, Service, Customer
Calculation of KPI and KQIsDerived 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
Quality of service alerts generation
Drill down to isolate root cause
7
Do my sessions meet quality expectations?
How long does ittake to connect?
Why does my session keepdropping?
How fast ismy service restored?
What performancelevel is my sessionoperating at?
8
Define the service parameters related to network elements or a service offering and impact customers’ perception
SQM Backbone: Service Modeling
VoIP signaling performance metrics indicating customers’ experience of the service
9
KPI and KQIs: VoIP Example
Session Initiation Session Progress Session Termination
Ser
vice
KQ
IsN
etw
ork
KPI
s
● Session Disconnect Delay (SDD)
● Session Disconnect Failure (SDF)
Cut-off Calls
● Answer Seizure Rate (ASR)
● Network Efficiency Rate (NER)
● Session Establishment Efficiency Rate (SEER)
● Session Establishment Rate (SER)
● Session Duration Time (SDT)
Call Hold-Time (CHT)● Ineffective Session
Attempts (ISA)● Session Defects/ million
(SPM)
● Session Completion Rare (SCR)
● Session Success Rate (SSR)
Call Completion Rate
● Call Success Rate (CSR)
● Registration Request Delay (RRD)
● Session Request Delay (SRD)
● Average hops/ INVITE (AHI)
● Post-Dial Delay (PDD)
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
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NetworkIndicators
Non-NetworkIndicators
Complimentary Service Related Data
Performance measurementsActive probes dataxDR-based counters
Trouble ticketingBilling dataCRM statistics
Planned Outage SystemCorresponding ServicesIn-house monitoring tools
Customer Centric Service Management
Case Study: TeliaSonera International Carrier
Common PM system for all the technologies allows correlation of KPIs for the services that are implemented by multiple networksNetrac as core component for Telia’s SLA management
11TTI Telecom © 2008
Netrac FaM
VoIP NetworkEricsson AXE, AXD
IP SLA (SAA)Cisco, Juniper
Capacity NetworkLucent, Marconi,
Ciena, Alcatel
NetflowCisco
Netrac PMM
Netrac MediationSNMP, CODA, XML, Netflow
ASR
ABR
MHT
Ndev
Bloc
Average Call Duration
CCR
Release causes
Events Reports
Device Availability Reports
VPN Availability Reports
Latency and Jitter
Packet Loss
Error Counts
Voice Scores
Netflow Statistics
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
12TTI Telecom © 2008
TTI Telecom © 2008
Thank You!
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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.