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Network KQIs & where to measure them
Kimberly Morrison: [email protected]
Robin Burton: [email protected]
Sensustech - Background
Sensustech is a mobile network quality measurement system borne from a team with a long history in network engineering and innovation including Odyssey radio planning tool
Alan Dick acquired a 100% of Sensustech 1 Mar 05
Alan Dick
3000 plus employees
32 offices
$500 million plus turnover
Product in test since December 2004
First production customer: May 2005
A Market Opportunity
Quality is the new focus for competition
1/3 of mobile users have serious concerns over network quality (J D Power)
As many as 1 in 10 may switch suppliers to try and find better quality
Operators Advertising Today (UK)
Our 99.2% call success rate is the best ever**
To ensure we give our customers the best possible network we:
Monitor our network 24 hours a day, 365 days a year to ensure reliability and clarity of speech Our engineers drive 500,000 miles each year testing the network (that's the equivalent of driving around the world 20 times)
Recent independently-audited tests have shown that Vodafone has the best call success rate of all networks in the UK.
In a nutshell, it means Vodafone customers are more likely to get through first time and are less likely to be cut off. That’s why we’re proud to call ourselves the best network in Britain.
Behind The Marketing Claims
Churn up to 25%
Number 39 out of 40 (University of Michigan)
Failed new product introductions (e.g. WAP)
“Hello?”
“Hello?”
“Hello!!”“Can you hear me?”
“Call me back on the land line”
Your Network Delivers Another Successful Call
The Right Focus
“Not everything that can be counted counts, and not everything that counts can be counted”
Albert Einstein 1879 – 1955
Quality Is A Moving Target
Across the network
Throughout the day
Day-to-day
Throughout the year
Impact of subscriber growth
Impact of special events
Impact of new product launches
What are the True Measures of Network Quality?
Can I get a connection?
Do I get dropped?
Can I hear them and can they hear me?
How long does my emailtake to download?
Influence on Quality of Services
Access network Core network
Fixed network Low High
Access network Core network
Fixed network Low High
Mobile network High Low
Point of measurement
Service Topology for MMSMMS
Packet AccessLayer
IP Multi-MediaLayer
ServiceApplication
Layer
Radio Access GPRS Core IMS ApplicationServers
WCDMARAN / IP-RAN
EDGEGERAN SGSN GGSN
Sever 1 Sever 2
GGSN 1
GGSN 2
SGSN(ALL)
WCDMARAN SEs
EDGERAN SEs
MGW
CPS
GCS
GGSN 1
'A -B'Relationship
'Parent / Child'Relationship
Optimising just part does not improve the overall service
Network Centric Quality Monitoring
OperatorNetwork
PPPMCMFMRP
Network Engineering Maintenance Suite
CDR’sIPDR’s Test
Mobiles
Mediation device
Probes
KPI KPI KPINetwork Management View
Collect and correlatenetwork data
(Key Performance Indicators)
SM or SQMKQI KQI
Service Management View
Mapping of network viewto services view
(Key Quality Indicators)
Service Centric Quality Monitoring
Network Engineering Maintenance SuiteDrill down into Key Performance
Indicators to optimise the network
(KPIs )
Independent of Operator Network, no access required
OperatorNetwork
PPPMCMFMRPCDR’sIPDR’s Test
Mobiles
Mediation device
ProbesSQM
Use CEIs to set targets, KQIs to prioritise network problems and KPIs
to locate network problems
CustomerExperience
Management
CEI CEI
Service Management View (from a user point of view)
Emulation of user behaviour; use various services and match traffic profiles
UsersEmulate Customer Behaviour to measure Customer Experience
Indicators
(CEIs)
PAM Units
Map Customer Experience Indicators to Key Quality Indicators
(KQIs)
Customer Experience Indicators
Customer Experience Indicators can be seen as service centric KQIs
Customer Experience Indicators can be used to set targets, KQIs to prioritise network problems, KPIs to locate network problems
Customer Experience Indicators can be used into one of the following report categories:
Corporate or Strategic
Sales and Marketing
Engineering & Network Operations
The Challenge
Need statistically significant quantities of measurements
Throughout the day
Across the network
Over time to see trends
Need to be able to extract “information from data”
Drive testing can deliver the measurements…but at very high cost
The Performance Analysis Mobiles (PAMs)
Small in size: 170mmx85mmx55mm, approximately 1/20th the size of traditional automated test mobile units
Only two inputs, one combined GSM/GPS antenna and 8V-30V DC power input
Low power consumption
Reports voice quality (MOS), data service availability, SMS, MMS and many other standard network measurements
24/7 operation, no physical access required, test scripts and commands are downloaded from a back-office server, results are automatically uploaded at regular intervals
Simple Installation
Fits into any vehicle
Can be easily hidden away
Fit in the boot, under the seat or even in the glove box
Can also be fitted in fixed locations: corporate offices, railway stations, airport lounges
The Sensustech Insight System
`
Sensustech Server
Sensustech Insight Suite: Automated 24/7 Solution Sensustech Insight Suite: Operator Client Access
`
Sensustech Insight Suite:Remote Configuration & Maintenance
UsersQuality
Administrator
SolutionAccess
Configuration ofCustom Solution
System Administrator
QualityIndicators
SecureLAN
Fixed CallGenerator
OperatorNetwork
CompetitorNetwork
Fixed Units fitted in offices, airports,stations
Mobile units fitted in taxis, busses, fleet cars
Legend
Solution AccessCustom Solution ConfigurationSensustech networkVoice CallsData Upload
Engineering & Network Operations
Monitor performance in near real time
Get statistically significant results
Concentrate field engineering resources where they are needed
Respond quickly to quality issues before customers notice
Sales & Marketing Management
Launch hard hitting campaigns
Target corporate accounts
Be ready for strategic events
Test new services before launch
Strategic Management
Make your network the ‘Quality’ option
Make sure that your customers know it!
Monitor “quality return on investment”
Manage by exception by internal and competitive KPIs