Service Quality Mapping Module for Network Performance Management
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Solution Overview
Problem
Current network performance management systems primarily focus on technical key performance indicators (KPIs) and fail to effectively measure and manage the quality perceived by customers, leading to over-investment in some areas and under-investment in others.
Innovation Solution
A method and system that utilize a service quality mapping module to correlate key quality parameters with customer quality parameters, allowing for the measurement and management of network performance from a customer's perspective, including the identification of responsibility pools and deviations from service level agreements, to provide a real-time view of service quality.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If network performance management focuses on technical key performance indicators (KPIs), then network technical performance can be measured and managed, but customer-perceived service quality cannot be effectively measured or managed
Solution Approach 1:
The patent introduces service quality mapping modules as intermediary components that translate technical KPIs into customer quality parameters. These mapping modules act as mediators between the network infrastructure and customer perception, converting measurable technical indicators into meaningful service quality metrics that reflect customer experience.
Solution Approach 2:
The patent transforms the parameter set from purely technical KPIs to include customer quality parameters through defined mapping relationships. This parameter transformation allows the system to measure and manage service quality from the customer's perspective while maintaining the objective measurability of technical indicators.
2Ease of manufacture
If investments are made on a 'best effort' basis without customer quality measurement, then network infrastructure can be deployed, but investments are misallocated with over-investment in certain parts and under-investment in others
Solution Approach 1:
The patent establishes a feedback mechanism where customer quality parameters are continuously measured and fed back to guide investment decisions. This feedback loop enables network operators to identify which infrastructure components most impact customer quality and allocate resources accordingly, replacing the guesswork of 'best effort' investing with data-driven decision making.
Solution Approach 2:
The patent enables preliminary identification of investment priorities through customer quality measurement before actual infrastructure deployment or upgrades. By measuring customer quality parameters and analyzing their relationship to technical KPIs, operators can plan and prioritize investments in advance, ensuring resources are allocated to areas that will most improve customer experience.
3Reliability
If only technical key performance indicators are measured, then network performance can be monitored, but a real view of the quality delivered to end customers cannot be obtained
Solution Approach 1:
Service quality mapping modules serve as intermediaries that bridge technical network monitoring and customer quality assessment. These modules translate technical measurements into customer-relevant quality indicators, preserving the reliability of technical monitoring while adding the dimension of customer-perceived quality.
Solution Approach 2:
The patent adds a new dimension to network performance monitoring by introducing customer quality parameters alongside traditional technical KPIs. This dimensional expansion transforms the monitoring system from purely technical observation to holistic service quality assessment that includes customer experience dimensions.
4Productivity
If network management systems do not correlate performance data with customer perception, then individual performance indicators can be managed, but service delivery chain performance cannot be effectively monitored or managed
Solution Approach 1:
The service quality mapping modules provide a universal framework that can be applied across the entire service delivery chain, from network infrastructure to customer experience. This multi-functional approach allows the same mapping mechanism to correlate technical KPIs with customer quality parameters across different network domains and service types, enabling end-to-end service chain management.
Data Source
AI summary
The performance of a network can be managed by receiving a set of key quality parameters, wherein a key quality parameter represents a characteristic associated with at least one network component; identifying a service quality mapping module based on one or more network components associated with providing an end customer service, wherein the service quality mapping module corresponds to at least one service instance and defines a correlation between the set of key quality parameters and a set of customer quality parameters; applying the service quality mapping module to the set of key quality parameters to generate the set of customer quality parameters; and outputting a signal representing at least one customer quality parameter included in the set of customer quality parameters. Further, the service quality mapping module can define a linear dependency between a customer quality parameter and at least one key quality parameter.