ETSI TR 102 854-2011 User Group The assessment of the overall Quality of Services (QoS) as perceived by the users Review of practical examples of service QoS assessments (V1 1 1 In.pdf

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1、 ETSI TR 102 854 V1.1.1 (2011-12) User Group; The assessment of the overall Quality of Services (QoS) as perceived by the users; Review of practical examples of service QoS assessments floppy3Technical Report ETSI ETSI TR 102 854 V1.1.1 (2011-12) 2Reference DTR/USER-00037 Keywords QoS, interfaces ET

2、SI 650 Route des Lucioles F-06921 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice Individual copies of the present document can be

3、downloaded from: http:/www.etsi.org The present document may be made available in more than one electronic version or in print. In any case of existing or perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF). In case of dispute, the refe

4、rence shall be the printing on ETSI printers of the PDF version kept on a specific network drive within ETSI Secretariat. Users of the present document should be aware that the document may be subject to revision or change of status. Information on the current status of this and other ETSI documents

5、 is available at http:/portal.etsi.org/tb/status/status.asp If you find errors in the present document, please send your comment to one of the following services: http:/portal.etsi.org/chaircor/ETSI_support.asp Copyright Notification No part may be reproduced except as authorized by written permissi

6、on. The copyright and the foregoing restriction extend to reproduction in all media. European Telecommunications Standards Institute 2011. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Mar

7、ks of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. GSM and the GSM logo are Trade Marks registered and owned by the GSM Association. SI print a ETSI ETSI TR 102 854 V1.1.1 (2011-12) 3Contents Intellectual Property Rights 5g3Foreword . 5g3Introduction 5g31 S

8、cope 6g32 References 6g32.1 Normative references . 6g32.2 Informative references 6g33 Definitions, symbols and abbreviations . 7g33.1 Definitions 7g33.2 Symbols 7g33.3 Abbreviations . 8g34 Overall organization of the QoS information . 9g34.1 Segmentation of the results 9g34.2 Implementation of the E

9、G 202 934 principles 9g34.3 Principles for graphical representation . 9g34.3.1 Radar type graphical representation 10g34.3.2 OVV type graphical representation 10g34.4 Processing of the results . 11g35 Representation of the results within each CRS 11g35.1 Sales - Preliminary information (PI) 11g35.1.

10、1 Reference threshold of PI QoS parameter . 12g35.1.2 Highest QoS boundary of the range of PI QoS parameter 12g35.1.3 Lowest QoS boundary of the range of PI QoS parameter . 12g35.1.4 Aggregation of the PI QoS assessment results 13g35.1.4.1 Comparison Table . 13g35.1.4.2 QoS indexes 13g35.1.4.3 Radar

11、 type graphical representation 14g35.1.4.4 OVV type graphical representation . 15g35.1.4.5 Conclusion 15g35.2 Sales - Contract Establishment . 15g35.2.1 Reference threshold of each QoS parameter . 16g35.2.2 Highest QoS boundary of the range of each QoS parameter 16g35.2.3 Lowest QoS boundary of the

12、range of each QoS parameter . 16g35.2.4 Aggregation of the Contract Establishment QoS assessment results 17g35.2.4.1 Comparison Table . 17g35.2.4.2 QoS indexes 17g35.2.4.3 Radar type graphical representation 18g35.2.4.4 OVV type graphical representation . 19g35.2.4.5 Conclusion 19g35.3 Service manag

13、ement - Service provisioning 19g35.3.1 Reference threshold of each QoS parameter . 20g35.3.2 Highest QoS boundary of the range of each QoS parameter 20g35.3.3 Lowest QoS boundary of the range of each QoS parameter . 20g35.3.4 Aggregation of the Provisioning QoS assessment results . 21g35.3.4.1 Compa

14、rison Table . 21g35.3.4.2 QoS indexes 21g35.3.4.3 Radar type graphical representation 22g35.3.4.4 OVV type graphical representation . 23g35.3.4.5 Conclusion 23g35.4 Service use (technical QoS) 23g35.4.1 Reference threshold of each QoS parameter . 24g35.4.2 Highest QoS boundary of the range of each Q

15、oS parameter 24g35.4.3 Lowest QoS boundary of the range of each QoS parameter . 24g3ETSI ETSI TR 102 854 V1.1.1 (2011-12) 45.4.4 Aggregation of the Service use QoS assessment results . 25g35.4.4.1 Comparison Table . 25g35.4.4.2 QoS indexes 25g35.4.4.3 Radar type graphical representation 26g35.4.4.4

16、OVV type graphical representation . 27g35.4.4.5 Conclusion 27g35.5 Service management - Customer Support 27g35.5.1 Reference threshold of each QoS parameter . 28g35.5.2 Highest QoS boundary of the range of each QoS parameter 29g35.5.3 Lowest QoS boundary of the range of each QoS parameter . 29g35.5.

17、4 Aggregation of the Customer Support QoS assessment results 29g35.5.4.1 Comparison Table . 29g35.5.4.2 QoS indexes 29g35.5.4.3 Radar type graphical representation 31g35.5.4.4 OVV type graphical representation . 32g35.5.4.5 Conclusion 32g35.6 Service management - Repair services . 32g35.6.1 Referenc

18、e threshold of each QoS parameter . 33g35.6.2 Highest QoS boundary of the range of each QoS parameter 33g35.6.3 Lowest QoS boundary of the range of each QoS parameter . 33g35.6.4 Aggregation of the Repair service QoS assessment results 34g35.6.4.1 Comparison Table . 34g35.6.4.2 QoS indexes 34g35.6.4

19、.3 Radar type graphical representation 35g35.6.4.4 OVV type graphical representation . 36g35.6.4.5 Conclusion 36g35.7 Service management - Metering, Charging and Billing . 36g35.7.1 Reference threshold of each QoS parameter . 37g35.7.2 Highest QoS boundary of the range of each QoS parameter 37g35.7.

20、3 Lowest QoS boundary of the range of each QoS parameter . 38g35.7.4 Aggregation of the Billing QoS assessment results 38g35.7.4.1 Comparison Table . 38g35.7.4.2 QoS indexes 38g35.7.4.3 Radar type graphical representation 39g35.7.4.4 OVV type graphical representation . 40g35.7.4.5 Conclusion 40g35.8

21、 Service management - Cessation 40g35.8.1 Reference threshold of each QoS parameter . 41g35.8.2 Highest QoS boundary of the range of each QoS parameter 41g35.8.3 Lowest QoS boundary of the range of each QoS parameter . 41g35.8.4 Aggregation of the Cessation QoS assessment results 41g35.8.4.1 Compari

22、son Table . 41g35.8.4.2 QoS indexes 42g35.8.4.3 Radar type graphical representation 43g35.8.4.4 OVV type graphical representation . 44g35.8.4.5 Conclusion 44g36 Representation of the QoS results for the various CRS of a particular service 44g36.1 QoS indexes and Comparison Table 45g36.2 Graphical re

23、presentation . 46g36.2.1 Radar type chart 46g36.2.2 OVV type graphical representation 47g36.2.3 Conclusion 47g3Annex A: Bibliography 48g3History 49g3ETSI ETSI TR 102 854 V1.1.1 (2011-12) 5Intellectual Property Rights IPRs essential or potentially essential to the present document may have been decla

24、red to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which

25、is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETS

26、I SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This Technical Report (TR) has been produced by ETSI User Group (USER). Introduction The present document details some examples of QoS assessments results from availa

27、ble surveys in 2010. These examples are used to illustrate the principles described in EG 202 934 i.4. The present document takes into account the following CRS: 1) Sales - Preliminary information (PI); 2) Service management - Service provisioning; 3) Service use (technical QoS); 4) Customer Support

28、; 5) Repair services; 6) Metering, Charging, Billing and Cessation. NOTE: To ensure the figures are clearly visible, they can be found, in their original format, in archive tr_102854v010101p0.zip which accompanies the present document. ETSI ETSI TR 102 854 V1.1.1 (2011-12) 61 Scope The present docum

29、ent aims at explaining how the methodology described in EG 202 843 i.2 can be implemented using QoS assessments from different sources resulting of various surveys among end-users to compare the QoS of services provided by different Service Providers (SP). Some of these results, used as examples in

30、EG 202 934 i.4 are more detailed in the present document. The data used for this report have been collected from actual users according to best practices in this area. Nevertheless, this document should not to be taken as an actual comparison of SP but rather as a tutorial about how such comparison

31、should be done provided fully comparable data is available. 2 References References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest versio

32、n of the referenced document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI

33、 cannot guarantee their long term validity. 2.1 Normative references The following referenced documents are necessary for the application of the present document. Not applicable. 2.2 Informative references The following referenced documents are not necessary for the application of the present docume

34、nt but they assist the user with regard to a particular subject area. i.1 ETSI EG 202 009-1: “User Group; Quality of Telecom Services; Part 1: Methodology for identification of parameters relevant to the Users“. i.2 ETSI EG 202 843: “User Group; Quality of ICT Services; Definitions and Methods for A

35、ssessing the QoS parameters of the Customer Relationship Stages other than utilization“. i.3 ETSI EG 202 057: “Speech and multimedia Transmission Quality (STQ); User related QoS parameter definitions and measurements“. i.4 ETSI EG 202 934: “User Group; The assessment of the overall Quality of Servic

36、es (QoS) as perceived by the users; Definition of QoS indexes for all the customer relationship stages“. i.5 ETSI ES 202 765-2: “Speech and multimedia Transmission Quality (STQ); QoS and network performance metrics and measurement methods; Part 2: Transmission Quality Indicator combining Voice Quali

37、ty Metrics“. i.6 ETSI ES 202 765-4: “Speech and multimedia Transmission Quality (STQ); QoS and network performance metrics and measurement methods; Part 4: Indicators for supervision of Multiplay services“. i.7 ETSI TS 102 852: “User Group; Quality of ICT Services; Assessment process of the QoS para

38、meters of the customer relationship stages“. i.8 ITU-T Recommendation P.505: “One-view visualization of speech quality measurement results“. ETSI ETSI TR 102 854 V1.1.1 (2011-12) 73 Definitions, symbols and abbreviations 3.1 Definitions For the purposes of the present document, the terms and definit

39、ions given in EG 202 934 i.4 and the following apply. 3.2 Symbols For the purposes of the present document, the symbols given in EG 202 934 i.4 and the following apply: P100 Frequency of customer complaints about PI N/t: Number of customers complaints about PI per million subscribers P101a Integrity

40、 of PI OR: Content - Was the relevant information provided as you expected? P101b Integrity of PI OR: Language - Was the information provided clear and understandable without any ambiguity? P101c Integrity of PI OR: Style - How would you rate the overall style, presentation and professionalism of th

41、e preliminary information provided? P102 Pricing transparency OR: Did you find the pricing information comprehensible? P103 Availability of PI %: Could you retrieve the preliminary information easily? P200 Frequency of customer complaints about contract establishment N/t: Number of customers complai

42、nts about contract establishment per million subscribers P201 Integrity of contract information OR: How would you rate the integrity of the contractual document? P202 Compliance of contractual terms with PI %: Was the contract document compliant to the previously provided preliminary information? P2

43、03 Flexibility for customisation before contract OR: How would you rate the flexibility of your service provider to customise the contract before signature e.g. by applying options? P204 Ease and flexibility to amend terms after formal contract OR: How would you rate the flexibility of your service

44、provider to further adapt the contract after signature e.g. by applying options? P300 Frequency of customer complaints about provisioning N/t: Number of customers complaints about provisioning per million subscribers P303a Provisioning time Time and 2) a “cobweb“ type graphical representation based

45、on the “one-view visualization (OVV) methodology“ described in the ITU-T Recommendation P.505 i.8. Each type of chart has advantages and drawbacks and of course, other representations can be used depending of the communication target. 4.3.1 Radar type graphical representation The graph is of the rad

46、ar type. A red area drawn in the middle of the chart delineates the best practices quality measure. Each QoS parameter is represented by a dot on an axis with a different scale for each QoS parameter. The location of this dot depends on the axis scales defined by the values for the border of the red

47、 area (reference threshold) and both ends of the axis. The value on the border of the red area is defined by the reference threshold set according to one of the possible methods described in clause 6. The value for the top end of the axis (highest QoS) is defined by the highest value set for the agr

48、eed range (see clause 4.2). The value for the origin of the axis (lowest QoS) is defined by the lowest value set for the agreed range (see clause 4.2). As a consequence, depending on the type of QoS parameter, the scale can be increasing or decreasing from the centre to the outside end and the scale

49、 of the lower part of the axis can be different from that of the upper part. The principle is that the farther the dot from the centre, the better the QoS. Additionally when a dot is outside the red area, this means the QoS is compliant with the best practices and on the opposite when a dot is within the red area the QoS is below these best practices. Where appropriate, this type of display allows for a representation of the extremes of the distribution of the assessment results. Therefore, it is very e