IMPACT ASSESSMENT OF KPIS AND KQIS ON COMMUNICATION SERVICES PROVIDERS AND CUSTOMER SATISFACTION

There lies a significant gap between a Communication Service Provider’s (CSP) presumption of delivered customer services (experience) and the actual experience of the end customers. To ensure that customer expectations are met, it is essential to carry out network parameters optimization. The same is achieved using Key Performance Parameters (KPIs) and Key Quality Parameters (KQIs). Quality of Service (QoS) which are the parameters that give t he holistic network functioning report depend on both KQIs and KPIs. Many different kind of analysis are performed using these indices to improve cellular network services. The study comprises of KPI/KQI verification and analysis of different test case sce narios. Real time data of cellular network is fetched and fed into the Hadoop database to form the test data. The java scripts are developed to derive the KPI/KQI values. The KPI/KQI values calculated are verified against the values reported on CEMoD produ ct to check the integrity of the product. Analysis of these KPI/KQIs for their relevance in the telecom industry and impact on CSPs has been studied. The details are presented in the paper. The study is carried out at Nokia Networks (NN). It is based on t he cellular network data and the method of KPI/KQI analysis adopted by the Nokia Networks