1、 ETSI TS 102 852 V1.1.2 (2011-07)Technical Specification User Group;Quality of ICT Services;Assessment process of the QoS parameters ofthe customer relationship stagesETSI ETSI TS 102 852 V1.1.2 (2011-07)2Reference RTS/USER-0036 Keywords CTS, performance, QoS, user ETSI 650 Route des Lucioles F-0692
2、1 Sophia Antipolis Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice Individual copies of the present document can be downloaded from: http:/www.etsi.
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5、si.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 forego
6、ing restriction extend to reproduction in all media. European Telecommunications Standards Institute 2011. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTMand the ETSI logo are Trade Marks of ETSI registered for the benefit of its Members. 3GPPTM and LTE are Trade Marks of ETSI registered for the be
7、nefit 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 ETSI TS 102 852 V1.1.2 (2011-07)3Contents Intellectual Property Rights 5g3Foreword . 5g3Introduction 5g31 Scope 6g32 References 6g32.1 Normative refere
8、nces . 6g32.2 Informative references 6g33 Definitions and abbreviations . 6g33.1 Definitions 6g33.2 Abbreviations . 7g34 Definition of a QoS assessment campaign, aims and purposes 7g34.1 General . 7g34.2 Questions to be answered when designing a QoS assessment campaign . 7g34.3 Tasks for the campaig
9、n . 8g35 Boundary conditions for campaign 8g35.1 Customer survey . 9g35.2 Expert panel 10g35.3 Service Provider Data Analysis 11g35.4 Samples sizes and examples (excerpt from EG 202 843) . 11g36 Preparation of the campaign . 12g36.1 Customer Survey 13g36.2 Expert panel 14g36.3 Analysis of SP data. 1
10、4g37 Execution of the campaign . 14g37.1 Customer survey . 14g37.2 Expert panel 14g37.3 Analysis of SP data. 15g38 Data filtering 15g39 Aggregation of results 15g310 Analysis of the results of the assessment campaign . 15g311 Report . 16g3Annex A (normative): Parameter overview . 17g3Annex B (normat
11、ive): Questionnaires for customer survey and expert panel . 23g3B.1 Opinion Rating (OR) 23g3B.2 Rate (%) 24g3B.3 Time (t) . 24g3B.4 Number (N) 25g3B.5 Other elements to be added in the questionnaires 25g3B.5.1 Pre-conditions . 25g3B.5.2 Open questions . 25g3B.6 Validation of the questionnaire 26g3B.
12、7 Questionnaires addressed to attendees . 26g3ETSI ETSI TS 102 852 V1.1.2 (2011-07)4B.8 Examples from the experiment made by STF 374 . 26g3Annex C (informative): Questions related to the users background 27g3C.1 Questions related to the users background 27g3C.1.1 Personal data 27g3C.1.2 How often do
13、 you use ICT services on an average (several possible answers)? 27g3C.2 What kind of ICT are you contracted with your Service Providers - (several possible answers)? 28g3C.3 What are the terminals you are currently using (several possible answers)? . 28g3C.4 What kind of access (several possible ans
14、wers) for internet, if you know them? 28g3C.5 Service providers 29g3C.5.1 With how many service providers do you have contracts for your services? . 29g3C.5.2 Have you moved at least once from a service Provider to another one? 29g3C.5.3 Do you use ICT for . 29g3C.6 Do you have any additional inform
15、ation to provide? . 29g3Annex D (informative): Example of a campaign performed by STF 374 30g3Annex E (informative): Examples of tasks for Expert panels 34g3Annex F (informative): Bibliography . 46g3History 47g3ETSI ETSI TS 102 852 V1.1.2 (2011-07)5Intellectual Property Rights IPRs essential or pote
16、ntially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential
17、, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/ipr.etsi.org). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be
18、given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This Technical Specification (TS) has been produced by ETSI User Group (USER). Introduction The present d
19、ocument provides the requirements needed to ensure that QoS information is assessed according to the best practices as detailed in EG 202 843 i.1. It is closely linked to: EG 202 843 i.1 that defines parameters and basic information which are universally applicable to QoS assessment. One aim here is
20、 to keep the parameter definitions stable and complete for any kind of application. TS 102 844 1 that defines when, how and by whom a conformity assessment audit of the QoS assessment shall be conducted, if such conformity assessment is desired. ETSI ETSI TS 102 852 V1.1.2 (2011-07)61 Scope The pres
21、ent document defines a common set of test sequences that are applicable by any stakeholder in order to provide results that are objective, reproducible and comparable. It details - in a generic way - the assessment sequences for the 4 types of parameters: Time, Percentage, Number and Opinion Ratings
22、 as given in EG 202 843 i.1. The present document also provides examples of a set of dedicated assessment sequences for parameters of selected stages of the customer relationship course (QoS Assessment process). 2 References References are either specific (identified by date of publication and/or ed
23、ition number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendments) applies. Referenced documents which are not found to be publicly available in the expected lo
24、cation might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Normative references The following referenced documents are necessary for the application of the pres
25、ent document. 1 ETSI TS 102 844: “User Group; Quality of Telecom Services; Conformity assessment; Requirements for bodies providing QoS assessments and surveys“. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assis
26、t the user with regard to a particular subject area. i.1 ETSI EG 202 843: “User Group; Quality of ICT Services; Definitions and Methods for Assessing the QoS parameters of the Customer Relationship Stages other than utilization“. i.2 ITU-T Recommendation P.832: “Subjective performance evaluation of
27、hands-free terminals“. i.3 ETSI EG 202 057: “Speech and multimedia Transmission Quality (STQ); User related QoS parameter definitions and measurements“. i.4 ETSI EG 202 009: “User Group; Quality of telecom services“. 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present doc
28、ument, the following terms and definitions apply: test method: assessment method of QoS parameters carried out by a Quality of Service Assessment Party (QoSAP) providing QoS audits and surveys based the assessment of parameters described in EG 202 843 i.1 ETSI ETSI TS 102 852 V1.1.2 (2011-07)7test s
29、equence: detailed procedure of the test method applying to the types of parameters as described in EG 202 843 i.1 NOTE: Test in the context of the present document and EG 202 843 i.1 has a different meaning from compliance or interoperability testing. 3.2 Abbreviations For the purposes of the presen
30、t document, the following abbreviations apply: ADSL Asymetric Digital Subscriber Line CS Customer Survey DSL Digital Subscriber Line EP Expert Panel FTTH Fiber To The Home IPTV Internet Protocol Television ISDN Integrated Services Digital Network KPI Key Performance Indicator OR Opinion Rating PDA P
31、ersonal Digital Assistant PI Preliminary InformationPSTN Public Switched Telephone Network QoS Quality of Service QoSAP Quality of Service Assessment Party SMS Short Message Service SP Service Provider SPDA Service Provider Data Analysis SPO Service Provider Oriented (parameter) TMF Telemanagement F
32、orum VoD Video on Demand VoIP Voice over IP 4 Definition of a QoS assessment campaign, aims and purposes Prior to executing a campaign, the concrete aim of the campaign shall be defined and documented. The campaign may be initiated by any stakeholder (SP, Consumer association, regulatory bodies, etc
33、.). The design of the campaign could depend on the specific objectives of a stakeholder. The next clauses define generic principles to design a campaign. The QoS parameters shall be implemented according to EG 202 843 i.1. 4.1 General The EG 202 843 i.1 defines the different stages of the customer r
34、elationship, the parameters and the preferred methods to assess them. Table A.1 summarizes the main information and recommends the preferred approaches detailed in EG 202 843 i.1: Customer Survey, Expert Panel and SP Data Analysis. Defining the aim of a campaign means that several choices and decisi
35、ons have to be carried out. One of the important initial tasks is to define the perimeter of the campaign and to define the profile of the panels to participate to the campaign. 4.2 Questions to be answered when designing a QoS assessment campaign When designing a QoS assessment campaign, a set of q
36、uestions has to be answered, which determine the elements to be taken into account within the assessment campaign. ETSI ETSI TS 102 852 V1.1.2 (2011-07)8Several Service Providers may be involved in the assessment campaign. For each of them the following questions shall be answered: What are the sele
37、cted stages of the customer relationship lifecycle, as defined in EG 202 843 i.1? What is the list of services within the SP offers that will be assessed? Phases can be used as modules; different modules building the complete interrogation. How many Service Providers will be involved in the assessme
38、nt campaign? Is the assessment campaign defined as a Benchmarking? -Direct comparison of different providers (e.g. comparison of success rates or comparison of time parameters across different providers). Will the assessment campaign be a “one shot“ or be made periodically? What type of approach has
39、 to be implemented: customer survey, expert panel, SP Data, Analysis or a mix of them? What customer group has to be involved (For customer survey and expert panel, the profiles and the number of participants have to be specified). 4.3 Tasks for the campaign A table defining a set of tasks to be don
40、e by the Expert Panel is provided in informative annex E. For the expert panel the tasks are designed specifically in order to ensure all the providers and/or services are treated in a similar way and to reduce as much as possible the time spent in collaborative works between the experts. The custom
41、ers involved in the customer survey shall be currently using the services and they have to answer a set of questions. For customer survey real example of a customer survey campaign including several customer relationship stages is provided in annex D and could be used as an informative reference whe
42、n defining a campaign. For the approach based on SP Data Analysis the design of the test should take into account the type of data made available by each service provider. 5 Boundary conditions for campaign For recurrent and benchmarking campaigns the conditions have to be clearly defined in order t
43、o make results comparable and reproducible. This includes in particular the selection of expert panels or customers participating in the surveys, the test duration, the media to access participants, etc. When preparing an assessment campaign related to the customer relationship course all the variab
44、les that may influence the assessment outcomes shall be defined. One main reason for detailing all the parameters is to give the possibility for other parties to reproduce comparable assessments. As soon as one of the variables is changed, the campaign might characterise a different assessment with
45、deviations in the results. All the parameters that define an assessment campaign have to be checked carefully and listed in the assessment plan, in particular: The parameters that are retained within each stage have to be defined for each stage of the customer relationship life cycle. This could inc
46、lude dedicated part of customer relationship cycle, e.g. only DSL clients, only roaming issues of business users, etc. As EG 202 843 i.1 defines three types of approaches, “Expert panel“, “Customer panel“ or “Service Provider data Analysis“, the most appropriate type must be chosen for the different
47、 parameters (see annex A). For each parameter included in the campaign, the option chosen has to be defined and justified. ETSI ETSI TS 102 852 V1.1.2 (2011-07)9 If the campaign includes Customer surveys, the appropriate customer groups to be involved in the assessment shall be determined. In partic
48、ular it shall be defined if there is a focus on private and/or business customers. The number of customers involved in the campaign shall also be established to ensure statistically valid results. It shall be checked that the customers involved in the assessment sessions will not participate in more
49、 than 2 sessions per year. If the campaign includes expert panels, the characteristics/profiles of the experts to be involved shall be defined. The assessment plan shall also define the media that will be used to address the attendees and the media that are foreseen for the feedback of the attendees. The assessment plan shall define the campaign duration, and if the campaign is carried out on a periodical basis and the periodicity of the sessions. If questionnaires are addressed to customers, it shall
