kSIST-V ETSI/prEG 202 843 V1.1.1:2011

• Abstract:

  DEG/USER-00024

• Status: Not Published
• ICS: 03.120.99 - Other standards related to quality
• ICS: 35.240.01 - Application of information technology in general
• Technical Committee: I16 - ETSI Technical Committee
• Current Stage: 5020 - Formal vote (FV) (Adopted Project)
• Start Date: 19-Jan-2011
• Due Date: 09-Mar-2011
• Completion Date: 16-May-2011
• Ref Project: ETSI EG 202 843 V1.1.1 (2011-01) - User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 is an ETSI Guide published by ETSI for assessing the quality of ICT services across the customer relationship stages other than utilization. It specifies common methods and parameter definitions for evaluating preliminary information, contract establishment, provisioning, alteration, technical upgrade, support, repair, billing, customer-managed network/service activities, and cessation. The guide is meant for service providers, quality teams, buyers, and assessors who need comparable QoS measurements.

What does kSIST-V ETSI/prEG 202 843 V1.1.1:2011 specify?

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 specifies definitions and assessment methods for QoS parameters linked to the customer relationship stages of an ICT service, excluding utilization. The document is organized around a common assessment basis, stage-by-stage parameter definitions, evaluation-specific methodology, and Annex A with transformation and presentation examples.

Annex	What it covers
Annex A	Background, description, transformation rules, weighting and transform examples, and graphic display examples for QoS assessment results

The scope is practical: it helps organizations measure how customers experience the service before, during, and after supply, not just the technical use of the service itself. That matters because many service problems appear in ordering, delivery, support, billing, or termination rather than in the active service.

What are the key requirements of kSIST-V ETSI/prEG 202 843 V1.1.1:2011?

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 does not read like a product specification with pass/fail limits. Instead, it sets out a measurement framework: what to measure, how to choose data, how to present results, and how to define each QoS parameter consistently.

Clause 4 - common basis for QoS parameter assessment

Clause 4 gives the basic assessment approach. It says the assessor should select an appropriate data source, and the document explicitly discusses expert panels, customer surveys, and service provider data.

That matters in practice because different data sources answer different questions. A customer survey is useful for perceived quality, while service provider data is better for operational timing and event counts.

Clause 4 also addresses sample sizes, mean value versus median, confidence level, accuracy of indicators, observation period, panel selection, and boundary conditions before assessment. In practice, this tells the reader to define the measurement conditions before comparing results, otherwise two measurements may look similar while actually being based on different populations or time windows.

Clause 4 also gives guidance on how to present results, including histograms, distribution functions, mean value, quantiles, and charts. That matters because a single average can hide variability, while a distribution can show whether a service is consistently good or only sometimes good.

Clause 5 - parameter definitions by customer relationship stage

Clause 5 defines the QoS parameters stage by stage. The main stages are:

• Preliminary information (PI)
• Contract Establishment
• Service provisioning
• Service alteration
• Technical upgrade
• Service Support
• Repair services
• Metering, Charging, Billing
• Network/Service (N/S) Management by the customer
• Cessation

This structure matters because it lets an organization monitor the customer journey end to end. A provider can see whether problems come from sales information, provisioning delays, support handling, or closing the contract.

Several parameter families recur across the stages:

• time-based measures, such as response time, delivery delay, outage time, and resolution time
• percentage measures, such as successful completion within a period, accessibility, or timely delivery
• Opinion Rating (OR) measures, used where the customer’s perception or a subjective rating is needed
• count-based measures, such as number of attempts, modes of support, or frequency of complaints

Clause 5 also shows where special cases matter. For example, the service provisioning stage includes portage delay and problems with number portability procedures, which is useful when service transfer between providers is part of the process. The billing stage covers tariff information, budget notification, bill delivery, and bill correctness complaints, which helps separate service quality from billing quality.

Clause 6 - evaluation-specific methodology/system

Clause 6 adds the method for evaluating each parameter. For each QoS parameter, Clause 6 includes an evaluation-specific description, trigger points, accuracy of the indicator, representativeness, and presentation of parameter values.

That is important in practice because the same parameter can be measured in different ways unless the trigger conditions and measurement quality are fixed. Clause 6 pushes the reader to define when measurement starts, what counts as a valid event, and whether the sample is representative enough to report.

Clause 6 also distinguishes the parameters by stage, so an assessor can apply the same reporting structure across PI, provisioning, alteration, technical upgrade, support, repair, billing, N/S management, and cessation. That makes comparisons easier across teams and across service providers.

Annex A - transformation and comparison of results

Annex A gives the background, description, transformation rules, and an example of weighting and transformational rules. It also provides example graphics for displaying QoS assessment results, including a provisioning-stage assessment and a comparison of the QoS achieved by different SPs.

That matters because raw indicators often need to be normalized or combined before management can use them. Annex A shows how to turn many measured parameters into a result that can be displayed and compared.

What terms does kSIST-V ETSI/prEG 202 843 V1.1.1:2011 define?

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 uses several recurring terms and abbreviations across the stages and methods.

• QoS - Quality of Service, the overall quality subject that the guide measures across customer relationship stages.
• OR - Opinion Rating, a rating method used where the parameter depends on judgement or user perception.
• PI - Preliminary information, the early stage where a customer receives service and pricing information before contract.
• SP - Service provider, the organization being assessed for how it delivers and supports the service.
• SPO - Organisational efficiency of SP, used for parameters that judge how efficiently the service provider performs a process.
• N/S - Network/Service, the stage where the customer manages network or service functions directly.
• Cessation - the end-of-service stage, covering acknowledgement, accessibility, completion, and ease of ending the relationship.

Who uses kSIST-V ETSI/prEG 202 843 V1.1.1:2011?

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 is used by ICT service providers and by the people who measure or review customer-facing performance. It is relevant to quality managers, service assurance teams, customer service managers, technical support teams, billing teams, complaint handlers, and repair teams.

It is also useful for buyers and assessors who need to compare service providers on more than network performance alone. In practice, the guide helps them review ordering, provisioning, support, billing, and termination performance in a structured way.

Which standards are used with kSIST-V ETSI/prEG 202 843 V1.1.1:2011?

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 explicitly refers to ETSI EG 202 009-1 [i.1] in the definition of PI. That companion guide provides details on what preliminary information should provide.

What does the kSIST-V ETSI/prEG 202 843 V1.1.1:2011 document contain?

kSIST-V ETSI/prEG 202 843 V1.1.1:2011 contains a common assessment framework, parameter definitions for each customer relationship stage, and evaluation-specific methods for reporting the parameters. Many parameter entries include a definition, an equation, and a measure, so the document is useful both for defining the KPI and for calculating it.

The document also includes guidance on sampling, choosing data sources, confidence level, accuracy, and how to present results. In the later clauses, each parameter is paired with method details such as trigger points, representativeness, and presentation of parameter values.

Annex A adds transformation rules, weighting examples, and graphic display examples. That makes the document useful for management reporting, service comparison, and structured QoS assessment rather than only for raw data collection.

Final draft ETSI EG 202 843 V1.1.1 (2011-01)
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 V1.1.1 (2011-01)

Reference
DEG/USER-00024
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 2010.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being 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 V1.1.1 (2011-01)
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 . 39
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 . 40
4.4.2 Distribution Functions . 40
4.4.3 Mean value. 40
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) . 41
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 . 43
5.1.2.3 Measure . 43
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 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
5.1.3.3 Measure . 44
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] . 45
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
ETSI
5 Final draft ETSI EG 202 843 V1.1.1 (2011-01)
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 V1.1.1 (2011-01)
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 V1.1.1 (2011-01)
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
5.6.2.1.2 Equation. 82
5.6.2.1.3 Measure .
...

Final draft ETSI EG 202 843 V1.1.17 (2010-10)
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 V1.1.17 (2010-10)

Reference
DEG/USER-00024
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 2010.
All rights reserved.
TM TM TM TM
DECT , PLUGTESTS , UMTS , TIPHON , the TIPHON logo and the ETSI logo are Trade Marks of ETSI registered
for the benefit of its Members.
TM
3GPP is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners.
LTE™ is a Trade Mark of ETSI currently being 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 V1.1.17 (2010-10)
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 . 39
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 . 40
4.4.2 Distribution Functions . 40
4.4.3 Mean value. 40
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) . 41
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 . 43
5.1.2.3 Measure . 43
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 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
5.1.3.3 Measure . 44
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] . 45
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 . 48
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] . 49
5.2.3.1 Definition of Parameter . 49
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 . 50
5.2.5 P205: Response time of the commercial desk [Time & %] . 50
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 . 51
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 . 55
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
ETSI
5 Final draft ETSI EG 202 843 V1.1.17 (2010-10)
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 . 57
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 . 58
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 . 59
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 V1.1.17 (2010-10)
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 V1.1.17 (2010-10)
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. 78
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 . 79
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] . 81
5.6.1.6.1 Definition of Parameter . 81
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
5.6.2.1.2 Equation. 82
5.6.2.1.3 Measure .
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