“The telco industry is well known for having a five nines (ie 99.999%) up-time engineering standard. That’s about 5 minutes of down-time per year. That’s pretty impressive, although granted it still leaves room for improvement.
OSS are used to measure figures like up-time (and many more of course). This gives CSPs the data to track and manage towards zero defects, or no down-time per year. Admirable ambitions for any organisation indeed.
There’s only one slight problem with this perspective. A telco might think that zero defects equals high quality. Unfortunately what the telco thinks is completely irrelevant. It’s what their customers think the definition of quality is that is important.”
An earlier post entitled “Defective quality analysis.”
In the previous post (see link above), I raised the need to:
- Identify what the CSP‘s customers really equate quality with; and
- Identify ways to measure and report on those metrics
Whilst researching my upcoming OSS market research report today, I came across an interesting study from Ericsson ConsumerLab. Its findings are presented in the diagram below:
This graph clearly shows that network performance is the number 1 factor in isolation. However, when using combined percentages it also shows that customer service and “the offer” are more important factors than the network’s performance.
Are these findings reflective of your customers’s sentiments? Do you think that your OSS can identify leading indicators to reflect the metrics shown in the graph, or does it require customer survey analysis?Read the Passionate About OSS Blog for more or Subscribe to the Passionate About OSS Blog by Email