Mạng và viễn thông P34

Quality o Service (QOS) and f Network Performance ( N P )The maintenance of good quality for any product or service (i.e. its ‘fitness for purpose’ and its price) isofsupremeimportance to theconsumerandthereforerequiresutmostmanagement attention. However, although it easy enoughto test a tangible product destruction, measureis to ment of the quality of a service is more difficult.
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Mạng và viễn thông P34 Networks and Telecommunications: Design and Operation, Second Edition. Martin P. Clark Copyright © 1991, 1997 John Wiley & Sons Ltd ISBNs: 0-471-97346-7 (Hardback); 0-470-84158-3 (Electronic) Quality o Service (QOS) and f Network Performance ( N P ) The maintenance of good quality for any product or service (i.e. its ‘fitness for purpose’ and its price) isofsupremeimportance to theconsumerandthereforerequiresutmostmanagement attention. However, although it easy enoughto test a tangible product destruction, measure- is to ment of the quality of a service is more difficult. In telecommunication the customer is left with nothing more tangible than his her own perception of how well the communication went. On or a datalink the errors that have had to be corrected automatically are barely appreciated, while in conversation unobtrusive bursts of line noise may go unnoticed. This is not to say that loss of data throughput on a datalink caused by continual error correction isofnoconcern to the customer, nor does it mean noises which disturb conversation are acceptable. What really that we mean is that in measuring service quality, due regard must be paid to anything of importancethat thecustomerperceivesandremembers.Concentrationonsettingandmeetingqualitytargets should be paramount in planning and administration. Insufficient attention to them is the roadto customer dissatisfaction and loss of business. This chapter reviews some aspects of communica- tionsquality the and practices of management, examples the with of commoner quality parameters and control measures used by the world’s major operators.34.1 FRAMEWORK FOR PERFORMANCE MANAGEMENT Good management of whatever industry demands the use of simple, structured and effective monitoring tools and control procedures to maintain the efficiency of the internal business processes and the quality of the output. When is running smoothly all a minimum of effect should be required. However, to be able quickly to correct defects or cope with abnormal circumstances, measurable means of reporting faults or excep- tions and rapid procedures for identifying actionable tasks arerequired. The framework for doing so needs to be structured and comprehensive. In Table 34.1 a number of simple management ‘dimensions’ together with possible managementperformance As tools/parameters within each dimension are presented. you will note the dimensions cover a range of areas, some requiring more tangible monitoring measures and control procedures than others. 633634 QUALITY OF SERVICE (QOS) AND NETWORK PERFORMANCE (NP) Table 34.1 Frameworkforperformancemanagement Dimension Measures/controls Formal plan and delivery cycle Formal presentation and agreement of company strategy, (organizational framework) policy, guidance and plans. Regular review. Framework for business ‘value’ assessment and assurance. User support User comprehension of services (by questionnaire). (fit for purpose) Swift elimination of problems (full complaint log). Supplier performance Maintaining professional attitude with suppliers. (quality of supply) Monitoring and demanding swift lead times. Meeting targets for repair performance. Quality performance Meeting user needs (number of complaints). (effectiven ...