20140721_120714.QoS_Master_Plan_2012_v1 0.pdf | Customer Experience | Quality Of Service

Please download to get full document.

View again

of 35
All materials on our website are shared by users. If you have any questions about copyright issues, please report us to resolve them. We are always happy to assist you.
Information Report
Category:

Documents

Published:

Views: 0 | Pages: 35

Extension: PDF | Download: 0

Share
Related documents
Description
Quality of Service Master Plan Quality of Service Master Plan FT Orange / OLNC / QOP / D 2012 - 4 Version 1.0 Release Date: June 2012 France Telecom Orange - Restricted page 1 Quality of Service Master Plan Title: Quality of Service Master Plan Status: Approved Owner: Olivier Beal Contributor(s): Matteo Venturi,
Transcript
    Quality of Service Master Plan France Telecom Orange - Restricted page 1 Quality of Service Master Plan FT Orange / OLNC / QOP / D 2012 - 4   Version 1.0 Release Date: June 2012    Quality of Service Master Plan France Telecom Orange - Restricted page 2 Title: Quality of Service Master Plan Status: Approved   Owner: Olivier Beal Contributor(s): Matteo Venturi, Noël Chateau, Tahar Belhoula, Christophe Louant, Bruno Boyer, Dominique Gillet, Jean-Michel Niogret, Walter Van Lancker, Friedel Kehne, André Cettier   Reviewer(s): Olivier Beal Approver(s): Roberto Kung Author: Luc-Henri Pampagnin   Filename: QoS_Master_Plan_2012_V1.0.doc   Reference: FT Orange / OLNC / QOP / D 2012 - 4 Format: Word   Document History Version Date Changes Made Author(s) V0 March 2012 First draft Luc-Henri Pampagnin V0.8 30 May 2012 Complete version submitted to approval Luc-Henri Pampagnin V1.0 5 June 2012 Final version taking into account Roberto Kung’s remarks. Luc-Henri Pampagnin    Quality of Service Master Plan France Telecom Orange - Restricted page 3 Table of contents   1.   INTRODUCTION..................................................................................................................................4   2.   CEM STRATEGY.................................................................................................................................5   2.1   CEM  GENERAL FEATURES .............................................................................................................5   2.2   CEM  USE CASES  ..........................................................................................................................6   2.2.1   Mobile data CEM for the Customer Care Centre ..........................................................6    2.2.2    Mobile data CEM for the Service Management Centre ................................................7    2.2.3    Mobile data CEM for Marketing .....................................................................................7    2.3   CEM  STRATEGY IMPLEMENTATION ( NETWORK ENABLERS ) ..............................................................7   2.3.1   Otarie .............................................................................................................................8    2.3.2    CBM ..............................................................................................................................9    2.3.3    Data management and collection (CEM engine) ..........................................................9    2.4   CEM  EFFICIENCY MEASUREMENT  ..................................................................................................9   2.5   CEM  RECOMMENDATIONS  .......................................................................................................... 10   3.   QOS STRATEGY AND MANAGEMENT ......................................................................................... 11   3.1   Q O S  STRATEGY  ......................................................................................................................... 11   3.2   R EGULAR ACTIVITIES REQUIRED TO MASTER E2E   Q O S ................................................................ 11   3.3   Q O S  MEASUREMENT STRATEGY  ................................................................................................. 13   3.4   T OOL STRATEGY  ........................................................................................................................ 14   3.4.1   Basic package ............................................................................................................ 14    3.4.2    Target OSS package .................................................................................................. 14    3.5   N ETWORK LEVERS TO IMPROVE C USTOMER E XPERIENCE  ............................................................ 16   4.   RECOMMENDATION FOR OPERATIONAL MANAGEMENT OF QOS ........................................ 18   4.1   O PERATIONAL GUIDELINES FOR Q O S .......................................................................................... 18   4.2   I MPACT OF SHARING  /   MUTUALISING  /   OUTSOURCING ON Q O S  MANAGEMENT  ................................. 18   4.2.1   Make or share or buy policy ....................................................................................... 18    4.2.2    Contract and organisation .......................................................................................... 19    4.2.3    Processes, tools and interfaces ................................................................................. 21   4.3   T RAFFIC AND DIMENSIONING ....................................................................................................... 22   5.   CORPORATE SUPPORT FOR OPERATIONAL MANAGEMENT OF QOS .................................. 24   5.1   C ORPORATE E XPERTISE C ENTRES (CEC) .................................................................................. 24   5.1.1   Corporate Expertise Centre for Mobile end-to-end QoS ............................................ 24    5.1.2    Operation CEC ........................................................................................................... 25    5.2   C ORPORATE S KILL C ENTRES (CS K C) ........................................................................................ 26   5.3   S ERVICE MONITORING CENTRALISED SOLUTIONS  ......................................................................... 26   5.3.1   DASET / VOSET centralised service monitoring ....................................................... 27    5.3.2    Astellia centralised service monitoring ....................................................................... 27    5.4   SMC  IMPLEMENTATION SUPPORT  ............................................................................................... 28   6.   REFERENCE DOCUMENTS ............................................................................................................ 29   7.   LIST OF CORPORATE EXPERTISE CENTRES ............................................................................. 30   8.   LIST OF CORPORATE SKILL CENTRES ...................................................................................... 31   9.   GLOSSARY ...................................................................................................................................... 35      Quality of Service Master Plan France Telecom Orange - Restricted page 4 1. Introduction The objective of the Quality of Service Master Plan is to define a reference for QoS management in Countries. Its contents are aimed at providing concrete and synthetic information about the way to manage Quality of Service in any Orange country. Additional information can be found in the many documents that are quoted and referred to. The side figure illustrates the three levels of quality that telecom operators deal with: ã   Technology / equipment / device quality . It encompasses availability and performance of network, IT equipment, service platforms and devices. ã   Service   Quality deals with end-to-end view of services offered to and used by the customers. ã   Customer experience  stresses both the experience of customers when using the product/service and also when interacting with Orange (shops, call centres, e-care, mail, etc.). These three levels of quality management have to be seen as progressive steps, the technology / equipment / device level being the first one to be implemented. This document ã  firstly introduces customer experience management (CEM) principles and the related Group strategy, mainly focused on mobile domain, ã  then describes quality of service strategy and management, ã  then gives insights of concrete ways to manage it and ã  finally lists support services provided by the group to local entities. The last sections provide reference documents and a glossary. When relevant, some key recommendations are highlighted; they are mandatory. Customer ExperienceService QualityTechnology / equipment / device Quality   Customer ExperienceService QualityTechnology / equipment / device Quality
Recommended
View more...
We Need Your Support
Thank you for visiting our website and your interest in our free products and services. We are nonprofit website to share and download documents. To the running of this website, we need your help to support us.

Thanks to everyone for your continued support.

No, Thanks