SERVICE QUALITY MEASUREMENT

&IMPROVEMENT OF

GSM MOBILE NETWORK

INTRODUCTION

RGMTTC Chennai

Course Introduction Agenda

Importance of the course

Course Aim

Course Objectives

Time Table

What factors normally influence customer’s choice/ perception of quality of a GSM operator ? Prices Coverage Call blocking/dropping Speech Quality Customer Service

User’s experienced service quality in GSM links directly to performance of the radio network.

Radio Network Quality

related !

Importance of Service Quality

Importance of Service Quality Prices – Rock Bottom

QoS – Service Quality Differentiation from competitors in terms of

Network availabilityNetwork accessibilityNetwork retainabilityMobility

Importance of Customer SatisfactionCustomer perception - main criterion - to assess and measure the true value of the quality

“70% of customers dissatisfied with a service will go elsewhere, but only 5% will tell that they are unhappy….. Dissatisfied customers tell an average of more than ten people about their poor experiences while satisfied customer will tell only five.” (Source: Quality of Service in Telecommunications by A.P. Oodan, K.E. Ward and A.W. Mullee)

There is a direct relationship between Customer Satisfaction and the Quality of Service.

Network Performan

ce

Customer satisfactio

n

direct impact

Importance of Service Quality

The Network Performance is the ability of a network or network portion to provide the functions related to communications between users.

Network Performance definition

Optimization Targets

Effective &

Economic use of

Network

Satisfied Customers

Maximum Utilisation of

Resources

Saving Effort on Network

Optimisation

Increased Customer

Complaints

Saving Effort on Network

Optimisation

Increased Customer Complaints

Increased WorkloadSaving Effort on Network Optimisation

Marketing becomes

Inefficient

Increased Customer

Complaints

Increased Workload

Saving Effort on

Network Optimisation

What is the solution ?

Network Optimization Process

Customer Feedbacks

Benchmarking

Field measurements & Performance Evaluation

Operation & Maintenance Measurements

INPUTS

POST PROCESSING

NETWORK PLANNING

MANAGEMENT

MARKETING

Continuous Process

What is Optimization ? Activity of achieving and maintaining the

required quality as designed Why Optimization ?

Deviations between plan and reality

Optimization Phases•Site Audit•Proper Parameters use•Verify Neighbors list•Reviewing Frequency Plan

•Analysis & Identification of Problem areas/cells by drive test statistics, customer complaints•Prioritization of problems•Identify Solution and Implement•Retest the problem areas

•Consistency Check of the OMC database•Fine-tuning of parameters•On going process, weekly optimization

Inaccuracy of radio planning◦ Finite Terrain Database resolution, Approximation

of Path Loss Implementation Discrepancies.

◦ Results from Propagation models may vary from Field result.

Environmental Changes◦ New Buildings, New Highways, Trees etc

Ageing◦ Reduction in Power, Cable loss

Interference Issues and Unpredicted Noise Floor.◦ Over-shooting, Reflection ,Inter-technology

Carriers.

Increasing Network Quality.Deals with Speech and Data Quality (i.e.. RXQual, BLER ) to increase customer satisfaction.

Increasing Network Availability.Deals with call performances, i.e. DCR, HFR.

Increasing Network Capacity.Deals with capacity management efficiently.INCREASED REVENUE !An optimized network performs better and subscribers notice the difference. So you can achieve higher customer satisfaction by reducing the number of dropped calls, thereby reducing churn and increasing customer loyalty.

OBJECTIVES OF OPTIMIZATION

Course Aim

The course aims at providing knowledge

and skills to the participants to carry out

the measurement of Service Quality of

GSM Mobile Network and to analyse the

results and improve the GSM Mobile

network

Objectives of the CourseOn completion of the course, the participants will

be able to Explain RF signal Transmission and Reception Analyse OMCR reports Measure and improve the Key Performance Indicators in RF

network Carry out the Drive test through software tools in use in

respective zonal network of GSM viz. AGILENT and measure signal coverage and quality.

Carry out the post processing of the Drive test files Carry out Optimization of the RF network Carry out the Benchmarking

Time Table : Day 1

Time Table : Day 2

Time Table : Day 3