Use Case - Service Quality Management (SQM)
Service quality can be defined as "the collective effect of service performances which determine the degree of satisfaction of a user of the service" (ITU E.800). By service-quality management, we refer to the monitoring and maintenance of end-to-end services for specific customers or classes of customer.
SQM provides many tangible benefits to CSPs including:
- Increased profitability through reducing Churn by promoting Loyalty.
- Improved efficiencies in providing services when ARPU is reducing.
- Greater Brand value for the services offered through higher quality.
Service Quality Monitoring Design
Service Quality Management provides your organization with the answer to: Have we met our customer's expectations? SQM is the way to design and implement services with the aim to attract new customers and deliver their service expectations.
Service quality also demands a simple and easy-to-use user interface. With this interface, Network Operations Center (NOC) staff and service managers can monitor service-quality objectives against thresholds. These thresholds may be internal targets for the network operator, or they could be derived from Service Level Agreement (SLA) definitions.