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Network KQIs & where to measure them

Network KQIs & where to measure them. Kimberly Morrison : kmorrison@alandick.com Robin Burton: robin.burton@sensustech.com. Sensus tech - Background.

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Network KQIs & where to measure them

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  1. Network KQIs & where to measure them Kimberly Morrison:kmorrison@alandick.com Robin Burton:robin.burton@sensustech.com

  2. 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

  3. Why is quality important?

  4. 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

  5. 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.

  6. Behind The Marketing Claims • Churn up to 25% • Number 39 out of 40 (University of Michigan) • Failed new product introductions (e.g. WAP)

  7. Your Network Delivers Another Successful Call “Hello?” “Hello?” “Hello!!” “Can you hear me?” “Call me back on the land line”

  8. Getting The Right Focus

  9. The Right Focus • “Not everything that can be counted counts, and not everything that counts can be counted” • Albert Einstein 1879 – 1955

  10. 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

  11. 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?

  12. Influence on Quality of Services Point of measurement

  13. Service Topology for MMS 'A -B' MMS Relationship 'Parent / Child' Relationship Service Packet Access IP Multi-Media Application Layer Layer Layer Optimising just part does not improve the overall service Application Radio Access GPRS Core IMS Servers MGW GCS WCDMA RAN / IP-RAN CPS EDGE SGSN GGSN GERAN Sever 1 Sever 2 GGSN 2 EDGE SGSN RAN SEs (ALL) GGSN 1 GGSN 1 WCDMA RAN SEs

  14. Network Centric Quality Monitoring

  15. Service Centric Quality Monitoring

  16. 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

  17. 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

  18. The Sensustech Method

  19. 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

  20. 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

  21. The Sensustech Insight System

  22. 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

  23. Launch hard hitting campaigns Target corporate accounts Be ready for strategic events Test new services before launch Sales & Marketing Management

  24. 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

  25. The True Measure of Network Quality

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