ETSI EG 202 843 V1.2.1 (2013-03)

User Group; Quality of ICT services; Definitions and methods for assessing the QoS parameters of the customer relationship stages other than utilization

REG/USER-00039

Uporabniška skupina - Kakovost storitev IKT - Definicije in metode za ocenjevanje parametrov kakovosti storitve (QoS) glede na stopnje odnosov s strankami, ki se ne nanašajo na izkoriščanje

General Information

• Status: Published
• Publication Date: 25-Mar-2013
• Technical Committee: USER - User Group
• Current Stage: 12 - Completion
• Due Date: 05-Apr-2013
• Completion Date: 26-Mar-2013
• Ref Project: SIST-V ETSI/EG 202 843 V1.2.1:2016 - User Group - Quality of ICT services - Definitions and methods for assessing the QoS parameters of the customer relationship stages other than utilization

Overview

SIST‑V ETSI/EG 202 843 V1.2.1:2016 is the Slovenian adoption of an ETSI guidance document that provides definitions and methods for assessing Quality of Service (QoS) parameters relating to the customer relationship stages other than utilization. The standard clarifies terminology and gives assessment approaches to measure and report QoS aspects that occur across the non‑utilisation parts of the customer lifecycle. It is identical to ETSI EG 202 843 V1.2.1 (2013‑03) and is classified under ICS 35.020 (Information technology).

Key topics and technical scope

This standard focuses on establishing a common, repeatable approach to QoS for ICT user groups by covering:

• Clear definitions of QoS parameters relevant to customer‑relationship stages (i.e., stages outside active service use)
• Assessment methods and measurement concepts for those QoS parameters
• Guidance on data collection, measurement interpretation and reporting so assessments are consistent and comparable
• Framework elements supporting benchmarking, service monitoring and quality reporting

Note: the document addresses QoS aspects beyond raw service utilization (for example, provisioning, activation, billing or customer support interactions) and aims to standardize how these are defined and evaluated.

Practical applications and who uses it

This standard is practical for organizations involved in delivering, regulating or analysing ICT services, including:

• Telecom and ICT service providers - to design, measure and improve non‑utilization QoS elements and to align internal KPIs with common definitions
• Customer experience (CX) and operations teams - to monitor provisioning, incident handling and support quality in a consistent way
• Regulators and industry user groups - to benchmark provider performance and enable fair comparisons
• Consultants and auditors - to assess QoS claims, SLAs and reporting accuracy
• Product managers and service designers - to define measurable QoS requirements for lifecycle stages in service catalogs

Using the standard helps organizations develop consistent QoS metrics, create comparable reports, support SLA negotiation and drive improvements in customer‑facing processes.

Related standards and keywords

This Slovenian standard mirrors ETSI guidance and complements broader ICT and service‑management standards. Relevant search keywords to find and reference this document include:

• SIST‑V ETSI/EG 202 843
• Quality of ICT services
• QoS parameters assessment
• customer relationship stages QoS
• ICT service quality assessment

For implementations, consider pairing this guidance with service‑management frameworks and regulatory QoS requirements to create a complete measurement and reporting program.

Standards Content (Sample)

Final draft ETSI EG 202 843 V1.1.5 (2013-01)

ETSI Guide
User Group;
Quality of ICT services;
Definitions and methods for assessing the QoS parameters
of the customer relationship stages other than utilization

2 Final draft ETSI EG 202 843 V1.1.5 (2013-01)

Reference
REG/USER-00039
Keywords
QoS, USER
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE

Tel.: [phone]  Fax: [phone]

Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88

Important notice
Individual copies of the present document can be 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 reference 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 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 permission.
The copyright and the foregoing restriction extend to reproduction in all media.

© European Telecommunications Standards Institute 2013.
All rights reserved.
TM TM TM
DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.
TM TM
3GPP and LTE are Trade Marks 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.
ETSI
3 Final draft ETSI EG 202 843 V1.1.5 (2013-01)
Contents
Intellectual Property Rights . 21
Foreword . 21
Introduction . 21
1 Scope . 23
2 References . 23
2.1 Normative references . 23
2.2 Informative references . 23
3 Definitions, symbols and abbreviations . 24
3.1 Definitions . 24
3.2 Symbols . 27
3.3 Abbreviations . 30
4 Common Basis for QoS parameter assessment . 30
4.1 Opinion Rating . 31
4.1.1 Definition of OR . 31
4.1.2 Example . 31
4.2 Selection of an appropriate data source . 32
4.2.1 Expert panel . 32
4.2.2 Customer survey . 33
4.2.3 Service provider data . 34
4.3 Samples sizes and examples . 34
4.3.1 Statistical considerations . 35
4.3.1.1 Low sample sizes . 35
4.3.1.2 Medium sample sizes . 36
4.3.1.3 Large sample sizes . 36
4.3.2 Mean value versus Median . 38
4.3.3 Confidence level . 39
4.3.4 Accuracy of indicators . 39
4.3.5 Observation period . 39
4.3.6 Selection of Panels . 40
4.3.7 Determination of boundary conditions prior to assessment of parameters . 40
4.4 Guidance on the presentation of the results . 40
4.4.1 Histogram . 41
4.4.2 Distribution Functions . 41
4.4.3 Mean value. 41
4.4.4 Quantile . 41
4.4.5 Chart . 41
4.4.6 Choice of the best suited presentations . 41
5 Parameter Definitions . 41
5.1 Customer Relationship Stage: Preliminary information (PI) . 42
5.1.1 P101: Integrity of PI [OR] . 42
5.1.1.1 Definition of Parameter . 42
5.1.1.1.1 Explanation on Parameter Definition . 42
5.1.1.2 Equation . 43
5.1.1.3 Measure . 43
5.1.2 P102: Pricing transparency [OR] . 43
5.1.2.1 Definition of Parameter . 43
5.1.2.1.1 Explanation on Parameter Definition . 43
5.1.2.2 Equation . 44
5.1.2.3 Measure . 44
5.1.3 P103: Availability of PI [%] . 44
5.1.3.1 Definition of Parameter . 44
5.1.3.1.1 Explanation on Parameter Definition . 44
5.1.3.2 Equation . 44
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4 Final draft ETSI EG 202 843 V1.1.5 (2013-01)
5.1.3.3 Measure . 45
5.1.4 P104: Response time for the provision of PI [Time] . 45
5.1.4.1 Definition of Parameter . 45
5.1.4.1.1 Explanation on Parameter Definition . 45
5.1.4.2 Equation . 45
5.1.4.3 Measure . 45
5.1.5 P105: Response time of the commercial desk [Time &%] . 45
5.1.6 P106: Overall rating of the responsiveness of the service desk [OR] . 46
5.1.7 P107: User friendliness of the Internet user interface [OR] . 46
5.1.8 P108: User friendliness of the service desk operators [OR] . 46
5.2 Customer Relationship Stage: Contract Establishment . 46
5.2.1 P201: Integrity of contract information [OR] . 47
5.2.1.1 Definition of Parameter . 47
5.2.1.1.1 Explanation on Parameter Definition . 47
5.2.1.2 Equation . 47
5.2.1.3 Measure . 48
5.2.2 P202: Compliance of contractual terms with PI [%] . 48
5.2.2.1 Definition of Parameter . 48
5.2.2.1.1 Explanation on Parameter Definition . 48
5.2.2.2 Equation . 48
5.2.2.3 Measure . 48
5.2.3 P203: Flexibility for customisation before contract [OR] . 48
5.2.3.1 Definition of Parameter . 48
5.2.3.1.1 Explanation on Parameter Definition . 49
5.2.3.2 Equation . 49
5.2.3.3 Measure . 49
5.2.4 P204: Ease and flexibility to amend terms after formal contract [OR] . 49
5.2.4.1 Definition of Parameter . 49
5.2.4.1.1 Explanation on Parameter Definition . 49
5.2.4.2 Equation . 49
5.2.4.3 Measure . 49
5.2.5 P205: Response time of the commercial desk [Time & %] . 49
5.2.6 P206: Delay to settle a contract [Time & %] . 50
5.2.7 P207: Delay for a contract acknowledgment [Time & %] . 50
5.2.8 P208: Overall rating of the responsiveness of the sales desk [OR]. 50
5.2.9 P209: Ease of the subscription process [OR] . 50
5.2.10 P210: Vendors empathy and responsiveness [OR] . 50
5.3 Customer Relationship Stage: Service provisioning . 50
5.3.1 P301: Meeting promised provisioning date [%] . 53
5.3.1.1 Definition of Parameter . 53
5.3.1.1.1 Explanation on Parameter Definition . 53
5.3.1.2 Equation . 53
5.3.1.3 Measure . 53
5.3.2 P302: Time for provisioning [Time] . 54
5.3.2.1 Definition of Parameter . 54
5.3.2.1.1 Explanation on Parameter Definition . 54
5.3.2.2 Equation . 54
5.3.2.3 Measure . 54
5.3.3 P303: Successful provisioning within specified period [%] . 54
5.3.3.1 Definition of Parameter . 54
5.3.3.1.1 Explanation on Parameter Definition . 54
5.3.3.2 Equation . 54
5.3.3.3 Measure . 55
5.3.4 P304: Contract cancelled due to non fulfilment [%] . 55
5.3.4.1 Definition of Parameter . 55
5.3.4.1.1 Explanation on Parameter Definition . 55
5.3.4.2 Equation . 55
5.3.4.3 Measure . 56
5.3.5 P305: Completeness of fulfilment of contractual specification in the provision of a service [%] . 56
5.3.5.1 Definition of Parameter . 56
5.3.5.1.1 Explanation on Parameter Definition . 56
5.3.5.2 Equation . 56
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5 Final draft ETSI EG 202 843 V1.1.5 (2013-01)
5.3.5.3 Measure . 56
5.3.6 P306: Punctuality of service provisioning [Time] . 56
5.3.6.1 Definition of Parameter . 56
5.3.6.1.1 Explanation on Parameter Definition . 56
5.3.6.2 Equation . 57
5.3.6.3 Measure . 57
5.3.7 P307: Punctuality of equipment delivery for service provisioning [Time] . 57
5.3.7.1 Definition of Parameter . 57
5.3.7.1.1 Explanation on Parameter Definition . 57
5.3.7.2 Equation . 57
5.3.7.3 Measure . 58
5.3.8 P308: Provisioning not complete and correct first time [%] . 58
5.3.8.1 Definition of Parameter . 58
5.3.8.1.1 Explanation on Parameter Definition . 58
5.3.8.2 Equation . 58
5.3.8.3 Measure . 58
5.3.9 P309: Provisioning time [Time & %] . 59
5.3.10 P310: Overall quality of the provisioning process including the reception desk [OR] . 59
5.3.11 P311: Provider ability to match the customer's wishes for conditions of achievement [OR] . 59
5.3.12 P312: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 59
5.3.13 P313: Portage delay (when applicable) [Time & %] . 59
5.3.14 P314: Proportion of problems with number portability procedures [%] . 59
5.4 Customer Relationship Stage: Service alteration . 60
5.4.1 P401: Time for alteration [Time] . 61
5.4.1.1 Definition of Parameter . 61
5.4.1.1.1 Explanation on Parameter Definition . 61
5.4.1.2 Equation . 62
5.4.1.3 Measure . 62
5.4.2 P402: Successful service alteration within specified period [%] . 62
5.4.2.1 Definition of Parameter . 62
5.4.2.1.1 Explanation on Parameter Definition . 62
5.4.2.2 Equation . 62
5.4.2.3 Measure . 63
5.4.3 P403: Completeness of fulfilment of contractual specification in the alteration of a service [%] . 63
5.4.3.1 Definition of Parameter . 63
5.4.3.1.1 Explanation on Parameter Definition . 63
5.4.3.2 Equation . 63
5.4.3.3 Measure . 63
5.4.4 P404: Punctuality of appointments for service alteration [Time] . 63
5.4.4.1 Definition of Parameter . 63
5.4.4.1.1 Explanation on Parameter Definition . 64
5.4.4.2 Equation . 64
5.4.4.3 Measure . 64
5.4.5 P405: Punctuality of equipment delivery for service alteration [Time] . 64
5.4.5.1 Definition of Parameter . 64
5.4.5.1.1 Explanation on Parameter Definition . 64
5.4.5.2 Equation . 64
5.4.5.3 Measure . 65
5.4.6 P406: Service alteration not complete and correct first time [%] . 65
5.4.6.1 Definition of Parameter . 65
5.4.6.1.1 Explanation on Parameter Definition . 65
5.4.6.2 Equation . 65
5.4.6.3 Measure . 65
5.4.7 P407: Conformity and success of service alteration [%] . 65
5.4.7.1 Definition of Parameter . 65
5.4.7.1.1 Explanation on Parameter Definition . 66
5.4.7.2 Equation . 66
5.4.7.3 Measure . 66
5.4.8 P408: Technical reliability of service within an agreed period after alteration [%] . 66
5.4.8.1 Definition of Parameter . 66
5.4.8.1.1 Explanation on Parameter Definition . 66
ETSI
6 Final draft ETSI EG 202 843 V1.1.5 (2013-01)
5.4.8.2 Equation . 66
5.4.8.3 Measure . 66
5.4.9 P409: Response time of the alteration service [Time & %] . 67
5.4.10 P410: Overall quality of the alteration process [OR] . 67
5.4.11 P411: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 67
5.4.12 P412: Organisational efficiency of service provider to carry out service alteration (SPO) [OR] . 67
5.4.12.1 Definition of Parameter . 67
5.4.12.1.1 Explanation on Parameter Definition . 67
5.4.12.2 Equation . 67
5.4.12.3 Measure . 67
5.5 Customer Relationship Stage: Technical upgrade . 68
5.5.1 P501: Time for technical upgrade of a service [Time]. 70
5.5.1.1 Definition of Parameter . 70
5.5.1.1.1 Explanation on Parameter Definition . 70
5.5.1.2 Equation . 70
5.5.1.3 Measure . 70
5.5.2 P502: Successful technical upgrade within a specified period [%] . 70
5.5.2.1 Definition of Parameter . 70
5.5.2.1.1 Explanation on Parameter Definition . 70
5.5.2.2 Equation . 71
5.5.2.3 Measure . 71
5.5.3 P503: Completeness of fulfilment of specification in the technical upgrade of a service [%] . 71
5.5.3.1 Definition of Parameter . 71
5.5.3.1.1 Explanation on Parameter Definition . 71
5.5.3.2 Equation . 71
5.5.3.3 Measure . 72
5.5.4 P504: Punctuality of appointments for technical upgrade [Time] . 72
5.5.4.1 Definition of Parameter . 72
5.5.4.1.1 Explanation on Parameter Definition . 72
5.5.4.2 Equation . 72
5.5.4.3 Measure . 72
5.5.5 P505: Outage time due to technical upgrade [Time]. 72
5.5.5.1 Definition of Parameter . 72
5.5.5.1.1 Explanation on Parameter Definition . 73
5.5.5.2 Equation . 73
5.5.5.3 Measure . 73
5.5.6 P506: Technical upgrade not complete and correct first time [%] . 73
5.5.6.1 Definition of Parameter . 73
5.5.6.1.1 Explanation on Parameter Definition . 73
5.5.6.2 Equation . 73
5.5.6.3 Measure . 74
5.5.7 P507: Conformity and success of technical upgrade [%] . 74
5.5.7.1 Definition of Parameter . 74
5.5.7.1.1 Explanation on Parameter Definition . 74
5.5.7.2 Equation . 74
5.5.7.3 Measure . 74
5.5.8 P508: Technical reliability of service within an agreed period after technical upgrade [%] . 74
5.5.8.1 Definition of Parameter . 74
5.5.8.1.1 Explanation on Parameter Definition . 74
5.5.8.2 Equation . 75
5.5.8.3 Measure . 75
5.5.9 P509: Overall quality of the technical upgrade process [OR] . 75
5.5.10 P510: Provider ability to match the customer's wishes for conditions of achievement [OR] . 75
5.5.11 P511: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 75
5.5.12 P512: Organisational efficiency of SP to carry out technical upgrade (SPO) [OR]. 75
5.5.12.1 Definition of Parameter . 75
5.5.12.1.1 Explanation on Parameter Definition . 76
5.5.12.2 Equation . 76
5.5.12.3 Measure . 76
5.5.13 P513: Competence and preparedness of SP for technical upgrade (SPO) [OR] . 76
ETSI
7 Final draft ETSI EG 202 843 V1.1.5 (2013-01)
5.5.13.1 Definition of Parameter . 76
5.5.13.1.1 Explanation on Parameter Definition . 76
5.5.13.2 Equation . 76
5.5.13.3 Measure . 76
5.6 Customer Relationship Stage: Service Support . 76
5.6.1 Documentation . 77
5.6.1.1 P611: Documentation delivery time [Time] . 77
5.6.1.1.1 Definition of Parameter . 77
5.6.1.1.2 Equation. 77
5.6.1.1.3 Measure . 78
5.6.1.2 P612: Availability of documentation within specified period of time [%]. 78
5.6.1.2.1 Definition of Parameter . 78
5.6.1.2.2 Equation. 78
5.6.1.2.3 Measure . 78
5.6.1.3 P613: Integrity (correctness and completeness) of documentation [OR] . 79
5.6.1.3.1 Definition of Parameter . 79
5.6.1.3.2 Equation. 79
5.6.1.3.3 Measure . 79
5.6.1.4 P614: Modes of documentation [Number] . 79
5.6.1.4.1 Definition of Parameter . 79
5.6.1.4.2 Equation. 80
5.6.1.4.3 Measure . 80
5.6.1.5 P615: Legibility of documentation [OR]. 80
5.6.1.5.1 Definition of Parameter . 80
5.6.1.5.2 Equation. 80
5.6.1.5.3 Measure . 80
5.6.1.6 P616: Overall reliability of documentation services [OR] . 80
5.6.1.6.1 Definition of Parameter . 80
5.6.1.6.2 Equation. 81
5.6.1.6.3 Measure . 81
5.6.2 Technical support . 81
5.6.2.1 P621: Accessibility of the technical support [%] . 82
5.6.2.1.1 Definition of Parameter . 82
5.6.2.1.1.1 Explanation on Parameter Definition . 82
5.6.2.1.2 Equation. 82
5.6.2.1.3 Measure .
...

ETSI Guide
User Group;
Quality of ICT services;
Definitions and methods for assessing the QoS parameters
of the customer relationship stages other than utilization

2 ETSI EG 202 843 V1.2.1 (2013-03)

Reference
REG/USER-00039
Keywords
QoS, USER
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE

Tel.: [phone]  Fax: [phone]

Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88

Important notice
Individual copies of the present document can be 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 reference 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 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 permission.
The copyright and the foregoing restriction extend to reproduction in all media.

© European Telecommunications Standards Institute 2013.
All rights reserved.
TM TM TM
DECT , PLUGTESTS , UMTS and the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members.
TM TM
3GPP and LTE are Trade Marks 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.
ETSI
3 ETSI EG 202 843 V1.2.1 (2013-03)
Contents
Intellectual Property Rights . 21
Foreword . 21
Introduction . 21
1 Scope . 23
2 References . 23
2.1 Normative references . 23
2.2 Informative references . 23
3 Definitions, symbols and abbreviations . 24
3.1 Definitions . 24
3.2 Symbols . 27
3.3 Abbreviations . 30
4 Common Basis for QoS parameter assessment . 30
4.1 Opinion Rating . 31
4.1.1 Definition of OR . 31
4.1.2 Example . 31
4.2 Selection of an appropriate data source . 32
4.2.1 Expert panel . 32
4.2.2 Customer survey . 33
4.2.3 Service provider data . 34
4.3 Samples sizes and examples . 34
4.3.1 Statistical considerations . 35
4.3.1.1 Low sample sizes . 35
4.3.1.2 Medium sample sizes . 36
4.3.1.3 Large sample sizes . 36
4.3.2 Mean value versus Median . 38
4.3.3 Confidence level . 39
4.3.4 Accuracy of indicators . 39
4.3.5 Observation period . 39
4.3.6 Selection of Panels . 40
4.3.7 Determination of boundary conditions prior to assessment of parameters . 40
4.4 Guidance on the presentation of the results . 40
4.4.1 Histogram . 41
4.4.2 Distribution Functions . 41
4.4.3 Mean value. 41
4.4.4 Quantile . 41
4.4.5 Chart . 41
4.4.6 Choice of the best suited presentations . 41
5 Parameter Definitions . 41
5.1 Customer Relationship Stage: Preliminary information (PI) . 42
5.1.1 P101: Integrity of PI [OR] . 42
5.1.1.1 Definition of Parameter . 42
5.1.1.1.1 Explanation on Parameter Definition . 42
5.1.1.2 Equation . 43
5.1.1.3 Measure . 43
5.1.2 P102: Pricing transparency [OR] . 43
5.1.2.1 Definition of Parameter . 43
5.1.2.1.1 Explanation on Parameter Definition . 43
5.1.2.2 Equation . 44
5.1.2.3 Measure . 44
5.1.3 P103: Availability of PI [%] . 44
5.1.3.1 Definition of Parameter . 44
5.1.3.1.1 Explanation on Parameter Definition . 44
5.1.3.2 Equation . 44
ETSI
4 ETSI EG 202 843 V1.2.1 (2013-03)
5.1.3.3 Measure . 45
5.1.4 P104: Response time for the provision of PI [Time] . 45
5.1.4.1 Definition of Parameter . 45
5.1.4.1.1 Explanation on Parameter Definition . 45
5.1.4.2 Equation . 45
5.1.4.3 Measure . 45
5.1.5 P105: Response time of the commercial desk [Time &%] . 45
5.1.6 P106: Overall rating of the responsiveness of the service desk [OR] . 46
5.1.7 P107: User friendliness of the Internet user interface [OR] . 46
5.1.8 P108: User friendliness of the service desk operators [OR] . 46
5.2 Customer Relationship Stage: Contract Establishment . 46
5.2.1 P201: Integrity of contract information [OR] . 47
5.2.1.1 Definition of Parameter . 47
5.2.1.1.1 Explanation on Parameter Definition . 47
5.2.1.2 Equation . 47
5.2.1.3 Measure . 48
5.2.2 P202: Compliance of contractual terms with PI [%] . 48
5.2.2.1 Definition of Parameter . 48
5.2.2.1.1 Explanation on Parameter Definition . 48
5.2.2.2 Equation . 48
5.2.2.3 Measure . 48
5.2.3 P203: Flexibility for customisation before contract [OR] . 48
5.2.3.1 Definition of Parameter . 48
5.2.3.1.1 Explanation on Parameter Definition . 49
5.2.3.2 Equation . 49
5.2.3.3 Measure . 49
5.2.4 P204: Ease and flexibility to amend terms after formal contract [OR] . 49
5.2.4.1 Definition of Parameter . 49
5.2.4.1.1 Explanation on Parameter Definition . 49
5.2.4.2 Equation . 49
5.2.4.3 Measure . 49
5.2.5 P205: Response time of the commercial desk [Time & %] . 49
5.2.6 P206: Delay to settle a contract [Time & %] . 50
5.2.7 P207: Delay for a contract acknowledgment [Time & %] . 50
5.2.8 P208: Overall rating of the responsiveness of the sales desk [OR]. 50
5.2.9 P209: Ease of the subscription process [OR] . 50
5.2.10 P210: Vendors empathy and responsiveness [OR] . 50
5.3 Customer Relationship Stage: Service provisioning . 50
5.3.1 P301: Meeting promised provisioning date [%] . 53
5.3.1.1 Definition of Parameter . 53
5.3.1.1.1 Explanation on Parameter Definition . 53
5.3.1.2 Equation . 53
5.3.1.3 Measure . 53
5.3.2 P302: Time for provisioning [Time] . 54
5.3.2.1 Definition of Parameter . 54
5.3.2.1.1 Explanation on Parameter Definition . 54
5.3.2.2 Equation . 54
5.3.2.3 Measure . 54
5.3.3 P303: Successful provisioning within specified period [%] . 54
5.3.3.1 Definition of Parameter . 54
5.3.3.1.1 Explanation on Parameter Definition . 54
5.3.3.2 Equation . 54
5.3.3.3 Measure . 55
5.3.4 P304: Contract cancelled due to non fulfilment [%] . 55
5.3.4.1 Definition of Parameter . 55
5.3.4.1.1 Explanation on Parameter Definition . 55
5.3.4.2 Equation . 55
5.3.4.3 Measure . 56
5.3.5 P305: Completeness of fulfilment of contractual specification in the provision of a service [%] . 56
5.3.5.1 Definition of Parameter . 56
5.3.5.1.1 Explanation on Parameter Definition . 56
5.3.5.2 Equation . 56
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5 ETSI EG 202 843 V1.2.1 (2013-03)
5.3.5.3 Measure . 56
5.3.6 P306: Punctuality of service provisioning [Time] . 56
5.3.6.1 Definition of Parameter . 56
5.3.6.1.1 Explanation on Parameter Definition . 56
5.3.6.2 Equation . 57
5.3.6.3 Measure . 57
5.3.7 P307: Punctuality of equipment delivery for service provisioning [Time] . 57
5.3.7.1 Definition of Parameter . 57
5.3.7.1.1 Explanation on Parameter Definition . 57
5.3.7.2 Equation . 57
5.3.7.3 Measure . 58
5.3.8 P308: Provisioning not complete and correct first time [%] . 58
5.3.8.1 Definition of Parameter . 58
5.3.8.1.1 Explanation on Parameter Definition . 58
5.3.8.2 Equation . 58
5.3.8.3 Measure . 58
5.3.9 P309: Provisioning time [Time & %] . 59
5.3.10 P310: Overall quality of the provisioning process including the reception desk [OR] . 59
5.3.11 P311: Provider ability to match the customer's wishes for conditions of achievement [OR] . 59
5.3.12 P312: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 59
5.3.13 P313: Portage delay (when applicable) [Time & %] . 59
5.3.14 P314: Proportion of problems with number portability procedures [%] . 59
5.4 Customer Relationship Stage: Service alteration . 60
5.4.1 P401: Time for alteration [Time] . 61
5.4.1.1 Definition of Parameter . 61
5.4.1.1.1 Explanation on Parameter Definition . 61
5.4.1.2 Equation . 62
5.4.1.3 Measure . 62
5.4.2 P402: Successful service alteration within specified period [%] . 62
5.4.2.1 Definition of Parameter . 62
5.4.2.1.1 Explanation on Parameter Definition . 62
5.4.2.2 Equation . 62
5.4.2.3 Measure . 63
5.4.3 P403: Completeness of fulfilment of contractual specification in the alteration of a service [%] . 63
5.4.3.1 Definition of Parameter . 63
5.4.3.1.1 Explanation on Parameter Definition . 63
5.4.3.2 Equation . 63
5.4.3.3 Measure . 63
5.4.4 P404: Punctuality of appointments for service alteration [Time] . 63
5.4.4.1 Definition of Parameter . 63
5.4.4.1.1 Explanation on Parameter Definition . 64
5.4.4.2 Equation . 64
5.4.4.3 Measure . 64
5.4.5 P405: Punctuality of equipment delivery for service alteration [Time] . 64
5.4.5.1 Definition of Parameter . 64
5.4.5.1.1 Explanation on Parameter Definition . 64
5.4.5.2 Equation . 64
5.4.5.3 Measure . 65
5.4.6 P406: Service alteration not complete and correct first time [%] . 65
5.4.6.1 Definition of Parameter . 65
5.4.6.1.1 Explanation on Parameter Definition . 65
5.4.6.2 Equation . 65
5.4.6.3 Measure . 65
5.4.7 P407: Conformity and success of service alteration [%] . 65
5.4.7.1 Definition of Parameter . 65
5.4.7.1.1 Explanation on Parameter Definition . 66
5.4.7.2 Equation . 66
5.4.7.3 Measure . 66
5.4.8 P408: Technical reliability of service within an agreed period after alteration [%] . 66
5.4.8.1 Definition of Parameter . 66
5.4.8.1.1 Explanation on Parameter Definition . 66
ETSI
6 ETSI EG 202 843 V1.2.1 (2013-03)
5.4.8.2 Equation . 66
5.4.8.3 Measure . 66
5.4.9 P409: Response time of the alteration service [Time & %] . 67
5.4.10 P410: Overall quality of the alteration process [OR] . 67
5.4.11 P411: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 67
5.4.12 P412: Organisational efficiency of service provider to carry out service alteration (SPO) [OR] . 67
5.4.12.1 Definition of Parameter . 67
5.4.12.1.1 Explanation on Parameter Definition . 67
5.4.12.2 Equation . 67
5.4.12.3 Measure . 67
5.5 Customer Relationship Stage: Technical upgrade . 68
5.5.1 P501: Time for technical upgrade of a service [Time]. 70
5.5.1.1 Definition of Parameter . 70
5.5.1.1.1 Explanation on Parameter Definition . 70
5.5.1.2 Equation . 70
5.5.1.3 Measure . 70
5.5.2 P502: Successful technical upgrade within a specified period [%] . 70
5.5.2.1 Definition of Parameter . 70
5.5.2.1.1 Explanation on Parameter Definition . 70
5.5.2.2 Equation . 71
5.5.2.3 Measure . 71
5.5.3 P503: Completeness of fulfilment of specification in the technical upgrade of a service [%] . 71
5.5.3.1 Definition of Parameter . 71
5.5.3.1.1 Explanation on Parameter Definition . 71
5.5.3.2 Equation . 71
5.5.3.3 Measure . 72
5.5.4 P504: Punctuality of appointments for technical upgrade [Time] . 72
5.5.4.1 Definition of Parameter . 72
5.5.4.1.1 Explanation on Parameter Definition . 72
5.5.4.2 Equation . 72
5.5.4.3 Measure . 72
5.5.5 P505: Outage time due to technical upgrade [Time]. 72
5.5.5.1 Definition of Parameter . 72
5.5.5.1.1 Explanation on Parameter Definition . 73
5.5.5.2 Equation . 73
5.5.5.3 Measure . 73
5.5.6 P506: Technical upgrade not complete and correct first time [%] . 73
5.5.6.1 Definition of Parameter . 73
5.5.6.1.1 Explanation on Parameter Definition . 73
5.5.6.2 Equation . 73
5.5.6.3 Measure . 74
5.5.7 P507: Conformity and success of technical upgrade [%] . 74
5.5.7.1 Definition of Parameter . 74
5.5.7.1.1 Explanation on Parameter Definition . 74
5.5.7.2 Equation . 74
5.5.7.3 Measure . 74
5.5.8 P508: Technical reliability of service within an agreed period after technical upgrade [%] . 74
5.5.8.1 Definition of Parameter . 74
5.5.8.1.1 Explanation on Parameter Definition . 74
5.5.8.2 Equation . 75
5.5.8.3 Measure . 75
5.5.9 P509: Overall quality of the technical upgrade process [OR] . 75
5.5.10 P510: Provider ability to match the customer's wishes for conditions of achievement [OR] . 75
5.5.11 P511: User friendliness of the means available to the customer for the operations he has to perform
[OR] . 75
5.5.12 P512: Organisational efficiency of SP to carry out technical upgrade (SPO) [OR]. 75
5.5.12.1 Definition of Parameter . 75
5.5.12.1.1 Explanation on Parameter Definition . 76
5.5.12.2 Equation . 76
5.5.12.3 Measure . 76
5.5.13 P513: Competence and preparedness of SP for technical upgrade (SPO) [OR] . 76
ETSI
7 ETSI EG 202 843 V1.2.1 (2013-03)
5.5.13.1 Definition of Parameter . 76
5.5.13.1.1 Explanation on Parameter Definition . 76
5.5.13.2 Equation . 76
5.5.13.3 Measure . 76
5.6 Customer Relationship Stage: Service Support . 76
5.6.1 Documentation . 77
5.6.1.1 P611: Documentation delivery time [Time] . 77
5.6.1.1.1 Definition of Parameter . 77
5.6.1.1.2 Equation. 77
5.6.1.1.3 Measure . 78
5.6.1.2 P612: Availability of documentation within specified period of time [%]. 78
5.6.1.2.1 Definition of Parameter . 78
5.6.1.2.2 Equation. 78
5.6.1.2.3 Measure . 78
5.6.1.3 P613: Integrity (correctness and completeness) of documentation [OR] . 79
5.6.1.3.1 Definition of Parameter . 79
5.6.1.3.2 Equation. 79
5.6.1.3.3 Measure . 79
5.6.1.4 P614: Modes of documentation [Number] . 79
5.6.1.4.1 Definition of Parameter . 79
5.6.1.4.2 Equation. 80
5.6.1.4.3 Measure . 80
5.6.1.5 P615: Legibility of documentation [OR]. 80
5.6.1.5.1 Definition of Parameter . 80
5.6.1.5.2 Equation. 80
5.6.1.5.3 Measure . 80
5.6.1.6 P616: Overall reliability of documentation services [OR] . 80
5.6.1.6.1 Definition of Parameter . 80
5.6.1.6.2 Equation. 81
5.6.1.6.3 Measure . 81
5.6.2 Technical support . 81
5.6.2.1 P621: Accessibility of the technical support [%] . 82
5.6.2.1.1 Definition of Parameter . 82
5.6.2.1.1.1 Explanation on Parameter Definition . 82
5.6.2.1.2 Equation. 82
5.6.2.1.3 Measure . 82
5.6.2.2 P62
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SLOVENSKI STANDARD
01-september-2016
8SRUDEQLãNDVNXSLQD.DNRYRVWVWRULWHY,.7'HILQLFLMHLQPHWRGH]DRFHQMHYDQMH
SDUDPHWURYNDNRYRVWLVWRULWYH4R6JOHGHQDVWRSQMHRGQRVRYVVWUDQNDPLNLVH
QHQDQDãDMRQDL]NRULãþDQMH
User Group - Quality of ICT services - Definitions and methods for assessing the QoS
parameters of the customer relationship stages other than utilization
Ta slovenski standard je istoveten z: ETSI EG 202 843 V1.2.1 (2013-03)
ICS:
35.020 Informacijska tehnika in Information technology (IT) in
tehnologija na splošno general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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