Wei Chen, Qingkai Zhao and Hanshuo Duan: Research On The Key Concepts and Problems of Service Quality

Advances in Computer Science Research, volume 70
2nd International Conference on Mechatronics Engineering and Information Technology (ICMEIT 2017)
Research on the Key Concepts and Problems of Service Quality
Wei Chen 1, a, Qingkai Zhao 2, b

and Hanshuo Duan 2, c
1
Global Energy Interconnection Research Institute, Nanjing 210003, China
2
State Grid JiBei Information & Telecommunication Company, Beijing 100053, China.
a
[email protected], [email protected], [email protected]
Keywords: Service Quality, QOE, KQI, KPI.
Abstract. As increasing of the network users and network service provided, the network management
has changed from the traditional network quality management to the service quality management. For
the of the service control and indicator system, the network operation has been unable to meet the
needs of network service operation and maintenance. The network operation and maintenance
managers become interested in service quality management based on user-perceived. In this paper, we
discuss on 'business and service', ' difference between QOE, KQI, KPI', 'KQI generation process' to
provide the basis for the study of the service quality.
1. Introduction
TMF proposed KQI in GB293 and its main goal is to put forward a widely used key business
quality parameters for different business based the user perceived [1]. Its starting - point is the change
from the traditional network-based quality parameters KPI to the user-perceived quality parameters
KQI. The goal is to provide a better way for network operation and maintenance evaluation, and a
good method for Prompting network quality. But, over a period of time after the presentation of the
methods, the methods have not been widely promoted and applied.
On the one hand, the theory still remains in the theoretical model level, can’t adapt with different
types of networks services fast. On the other hand, there is no need for "customer-perceived" quality of
service monitoring and evaluation at that time. With the increase of new services, the network
management operation and maintenance capabilities need to meet the needs of multi-service
management operations. As a result, KQI-based service quality management is increasingly favored
by operators.
2. The challenge of service operation and maintenance

As the development and innovation of service, the end-to-end service quality management becomes
complex and difficult to assess and have to face the following challenges:
(1)Growing service chain
Each service involves the terminal, the core network (SGSN/GGSN), bearer network (data network,
etc.), business network, application platform and other parts. The service chain covers all aspects of the
network and involves a large number of network elements. Different network element is provided by
different equipment manufacturers, and different systems are belonged to different developers.
(2)Increasing services
For the carrier technology, the services are divided into Voice service, SMS category, data service,
streaming media service For the service type，the services are divided into browsing type, download
type, access type and so on. Different types of services have different models, different key points of
business quality based user-perceived and different requirements for QoS.
(3) Pattern diversification
At present, many services are operated by third party companies. This quality of service is not only
related to the network, but also with the third party's network, equipment, software, etc. And the user is
Copyright © 2017, the Authors. Published by Atlantis Press.

This is an open access article under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/). 651
generally unable to distinguish what is caused by the operator, which is caused by the third party
companies.
In summary, as a direct provider of services to the customer's operator, the operators undoubtedly
bear the quality of service monitoring, maintenance, promotion of the task. The current operators are
good at the network-based KPI assessment, but can’t directly and intuitively provide customer
perceived, in line with customer experience quality indicators, so the urgent need to make up and fill
this short board.
3. Objectives of service quality management

Through the relevant means of support, the operators can achieve business quality management
functions and establish a sound business quality assessment system, a complete assessment of
customer perception and network business quality.
Through the establishment of customer-oriented, business-oriented quality control system, the
operators can achieve active protection and differentiated services Ability to enhance business support
and end customer satisfaction, and achieve fine management. Service quality management can enhance
the management of the network and the customer's service ability from three levels [2].
Table 1. Hierarchical objectives of service quality management
User Layer User Care: Differentiated Services
Service quality management: master user perception, advance prevention, improve
Service layer network quality.
Grasp the business development trend, ahead of planning
Operation Daily operation and management: quickly find the network stealth failure.
layer Improve the ability to detect fault processing, service security capabilities
4. QoE, KQI, KPI understanding

QoE, KQI, KPI and other terms are often used in the evaluation of service quality. How to define
and obtain these parameters or indicators will directly affect the implementation of service quality
assessment. The understanding of these terms is shown in table 2.
Table 2. Conceptual understanding
Terms Understanding
Defined in ITU-T P10 / G100. QoE emphasis on "customer subjective feelings", and
provide service subjective perception evaluation from the user's point of view.
Customer experience is the end user's subjective feelings on the provided service
QoE(Qualit
performance,is the sum of the subjective feelings of the quality, content and service
y of
of the service used, and is reflecting the gap between the quality of services for user
Experience)
expectated and the quality of networks . Generally user experience is getted through
statistical information, research, interviews and other methods which are more
subjective and quantitative weak.
Defined in TMF GB923. From the user's point of view, in the service level it reflects
KQI(Key
the user experience indicators. KQI can be obtained through direct testing and
Quality
statistical analysis of the network. Such as sending success rate, success rate, delay
Indicator)
indicators. Generally it is calculated and summed by the KPIs
Defined in TMF GB923. It is the network layer performance description on the
KPI(Key network element layer.KPI includes a group of measurable parameters and is the
Performanc most important method to operate and evaluate the network management
eIndicator) currently.Such as call drop rate, PDP activation success rate and so on. KPI can be
directly extracted from the network element using the network management system.
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5. KQI generation process analysis

In Fig.1, In GB923 Wireless Service Management Handbook (Wireless Communication Service
Management Manual), TMF puts forward a set of KPI / KQI design ideas and architecture, and
provides a bottom-up evaluation method from KPI to KQI and a corresponding quality of service
management model [3].
Fig. 1 GB923 key indicators hierarchical graph [1]

KPIs are the most familiar, most common, and most frequently used indicators. The data which is
presented based on the network management system is also mostly belonged to the scope of KPI. We
generally pay more attention to how the KQI by the aggregate of the bottom, weighted and other
methods, and less concerned about the bottom KPI network elements such as performance parameters.
Generally, we are more concerned about how KQI come from the bottom, and less concerned about
the value of the performance indicator of KPI in the network element.
(1)KPI up to KQI
Fig. 2 KPIs Up to KQI

As shown in Figure 2, because of the large number of network KPIs and the different impacts from
KPIs to KQI, the overlap or subordinate relationship between the different KPIs, the summary process
for KQI needs to selective service parameters KPI with greater influence for the foundation of KQI.
Common key indicators include PDP activation success rate, dropped call rate and so on. By reducing
the range of KPI selection, we can greatly reduce the complexity of the algorithm to KQI KPI's, and
improve the intelligibility of the KPI approach KQI model.
(2) KPI to the network element parameters.
Fig.3 KQI down to KPIs

As shown in Figure 3, the establishment of service KQI by the network KPI has become a
consensus. But in most systems for KQI indicators generation, only the method for KPI to KQI is
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proposed, which means that decomposition from KQI stops at the KPI level while ignoring the
relationship and influence between KPIs to the underlying network element parameters.
In the hierarchical model proposed by TMF, it is pointed out that KQI from the KPI and KPI from
the bottom parameters of the network element [4]. For example, there are two network element mutual
backup, one of the network elements fails, and another network element undertakes service. At this
time, KQI / KPI data is still showing a relatively good state / performance. But at this time, we do not
characterize the network in a good running state. Therefore, when we are monitoring the service layer
KQI, we not only need to see the state of KQI, but also need to explore network topology, network
architecture and backup methods of the bottom network which can help to tap the network quality
problems that are hidden under the appearance.
6. Concluding remarks
This paper focuses on the key concepts and issues of Quality of Service, and studies the key quality
indicators (KQI) recommended by TMF. Service quality management is particularly important in the
context of the current network management. Service quality management is both a common system
and a method, and a unique strategy and measure. How to improve the quality of user experience is
based on the characteristics of the network resources, service type and organizational structure and is
also the focus of future research. This work has been funded by the state grid project: Research and
Application of Service Quality Intelligent Probe and Holographic Estimation Orienting to Electric
Power Data Network (2016-2017).
References
[1]. TMF GB923 V3.0 Wireless Service Measurements Handbook. 2004.
[2]. ITU-T M.3342 Guidelines for the definition of SLA Representation templates[S]. 2006.
[3]. ETSI ETR003 Network Aspects (NA); General aspects of Quality of service (QoS) and Network
Performance (NP)[S]. October 1994.
[4]. ITU-T E.480 Framework for service management operational requirements - Service
management [S]. 2006.
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Advances in Computer Science Research, volume 70

Research on the Key Concepts and Problems of Service Quality

Wei Chen 1, a, Qingkai Zhao 2, b

Keywords: Service Quality, QOE, KQI, KPI.

2. The challenge of service operation and maintenance

Copyright © 2017, the Authors. Published by Atlantis Press.

3. Objectives of service quality management

4. QoE, KQI, KPI understanding

5. KQI generation process analysis

Fig. 1 GB923 key indicators hierarchical graph [1]

Fig. 2 KPIs Up to KQI

Fig.3 KQI down to KPIs

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