SERVICE QUALITY MEASUREMENT & IMPROVEMENT OF GSM MOBILE NETWORK INTRODUCTION RGMTTC Chennai
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
SERVICE QUALITY MEASUREMENT
&IMPROVEMENT OF
GSM MOBILE NETWORK
INTRODUCTION
RGMTTC Chennai
Course Introduction Agenda
Importance of the course
Course Aim
Course Objectives
Time Table
What factors normally influence customer’s choice/ perception of quality of a GSM operator ? Prices Coverage Call blocking/dropping Speech Quality Customer Service
User’s experienced service quality in GSM links directly to performance of the radio network.
Radio Network Quality
related !
Importance of Service Quality
Importance of Service Quality Prices – Rock Bottom
QoS – Service Quality Differentiation from competitors in terms of
Network availabilityNetwork accessibilityNetwork retainabilityMobility
Importance of Customer SatisfactionCustomer perception - main criterion - to assess and measure the true value of the quality
“70% of customers dissatisfied with a service will go elsewhere, but only 5% will tell that they are unhappy….. Dissatisfied customers tell an average of more than ten people about their poor experiences while satisfied customer will tell only five.” (Source: Quality of Service in Telecommunications by A.P. Oodan, K.E. Ward and A.W. Mullee)
There is a direct relationship between Customer Satisfaction and the Quality of Service.
Network Performan
ce
Customer satisfactio
n
direct impact
Importance of Service Quality
The Network Performance is the ability of a network or network portion to provide the functions related to communications between users.
Network Performance definition
Optimization Targets
Effective &
Economic use of
Network
Satisfied Customers
Maximum Utilisation of
Resources
Saving Effort on Network
Optimisation
Increased Customer
Complaints
Saving Effort on Network
Optimisation
Increased Customer Complaints
Increased WorkloadSaving Effort on Network Optimisation
Marketing becomes
Inefficient
Increased Customer
Complaints
Increased Workload
Saving Effort on
Network Optimisation
What is the solution ?
Network Optimization Process
Customer Feedbacks
Benchmarking
Field measurements & Performance Evaluation
Operation & Maintenance Measurements
INPUTS
POST PROCESSING
NETWORK PLANNING
MANAGEMENT
MARKETING
Continuous Process
What is Optimization ? Activity of achieving and maintaining the
required quality as designed Why Optimization ?
Deviations between plan and reality
Optimization Phases•Site Audit•Proper Parameters use•Verify Neighbors list•Reviewing Frequency Plan
•Analysis & Identification of Problem areas/cells by drive test statistics, customer complaints•Prioritization of problems•Identify Solution and Implement•Retest the problem areas
•Consistency Check of the OMC database•Fine-tuning of parameters•On going process, weekly optimization
Inaccuracy of radio planning◦ Finite Terrain Database resolution, Approximation
of Path Loss Implementation Discrepancies.
◦ Results from Propagation models may vary from Field result.
Environmental Changes◦ New Buildings, New Highways, Trees etc
Ageing◦ Reduction in Power, Cable loss
Interference Issues and Unpredicted Noise Floor.◦ Over-shooting, Reflection ,Inter-technology
Carriers.
Increasing Network Quality.Deals with Speech and Data Quality (i.e.. RXQual, BLER ) to increase customer satisfaction.
Increasing Network Availability.Deals with call performances, i.e. DCR, HFR.
Increasing Network Capacity.Deals with capacity management efficiently.INCREASED REVENUE !An optimized network performs better and subscribers notice the difference. So you can achieve higher customer satisfaction by reducing the number of dropped calls, thereby reducing churn and increasing customer loyalty.
OBJECTIVES OF OPTIMIZATION
Course Aim
The course aims at providing knowledge
and skills to the participants to carry out
the measurement of Service Quality of
GSM Mobile Network and to analyse the
results and improve the GSM Mobile
network
Objectives of the CourseOn completion of the course, the participants will
be able to Explain RF signal Transmission and Reception Analyse OMCR reports Measure and improve the Key Performance Indicators in RF
network Carry out the Drive test through software tools in use in
respective zonal network of GSM viz. AGILENT and measure signal coverage and quality.
Carry out the post processing of the Drive test files Carry out Optimization of the RF network Carry out the Benchmarking
Time Table : Day 1
Time Table : Day 2
Time Table : Day 3
Related Documents
