- Quality of Service
- English
- Célia Pellet
Introductory
Event organizer(s)
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Description
In the telecommunications industry, price is no longer the sole factor in purchasing decisions. Service quality plays a key role to all stakeholders and, particularly, in achieving consumer satisfaction. The measurement of Quality of Service (QoS) and Quality of Experience (QoE) is, however, becoming increasingly complex to obtain as quality can be compromised by various factors along the value chain such as with the network infrastructure, the devices and/or applications a consumer is using and other factors influencing a consumer's experience.
As service quality is also closely linked to consumer protection, national regulatory authorities in many countries have introduced service quality regulation to provide transparency on the level of service quality in the telecommunications industry. There is a need to disseminate firm and solid understanding on service quality to all stakeholders in the ecosystem i.e., operators (service providers), network equipment and terminal device manufacturers, regulatory bodies and consumers. This course will equip all participants with the tools to establish service quality regulatory frameworks to monitor and measure quality of service (QoS) and quality of experience (QoE).
With generous support from the Global Gateway initiative of the European Union, participation in this training programme is free of charge.
Upon completion of this course, participants will be able to:
• Understand the fundamentals of service quality and establish a service quality regulatory framework.
• Gain an understanding on the role of standards and the guidance available to regulators to establish quality regulatory frameworks and monitor service quality
• Build knowledge on measurement methodologies that could be applied to quality assessment of telecommunication services
• Understand the guidelines on consumer protection and competition issues and implement strategies to improve service quality and help consumers make informed choices
The course is delivered using interactive modules with activities like quizzes, drag and drop exercises, flipcards, etc.
Total score higher than 70% on the final exam is required to obtain the ITU digital badge.
Introduction and definitions
Module 2 - Quality of Service Regulatory Framework
Module 3 - Activities in QoS regulation
Module 4 - Standards and competition
Module 5 - Consumer Protection
Registration information
Unless specified otherwise, all ITU Academy training courses are open to all interested professionals, irrespective of their race, ethnicity, age, gender, religion, economic status and other diverse backgrounds. We strongly encourage registrations from female participants, and participants from developing countries. This includes least developed countries, small island developing states and landlocked developing countries.