ITU workshop Quality of Service and Quality
of Experience of Multimedia Applications and
Services
Haarlem/Amsterdam,
9-11 May 2016
CEM Index for top services
in operators’ network to score
customer experience in terms of basic
performance metrics
Mehmet Özdem
Quality Assurance
Senior Manager, Türk Telekom
mehmet.ozdem@turktelekom.com.tr
Agenda
 01 Türk Telekom Highlights
 02 Brief Intro to CEM & SQM
 03 CEM Works in QSDG
 04 Idea of CEM Index
 05 AHP Algorithm applied for CEM Index
 06 Conclusion
| Türk Telekom
3
Türk Telekom Highlights
Türk Telekom unified mobile, fixed voice, fixed broadband and TV brands under single
‘’Türk Telekom’’ brand.
|
4
Brief Intro to CEM & SQM
• According to the Tele-management Forum Technical Report TR 148, Customer Experience is defined as “the
result of the sum of observations, perceptions, thoughts and feelings arising from interactions and relationships
(direct and indirect) over an interval of time between a customer and their provider(s) when using a service”.
• According to Tele-management Forum Technical Report TR 148 and TR 149, Service Quality Management is
defined as the set of features displayed by an operation support system (OSS) that allow the quality
management of the different products and services offered by an enterprise/company.
| Türk Telekom
6
CEM Works in QSDG
• Supplement E.SUPPL.FTSO: “QoS/QoE Framework for the transition from network oriented to
service oriented operations. (TD 840 Rev.1)
• Identifies key parameters relating to service quality management (SQM), Quality of Experience (QoE) and
Performance for supporting operations within service operations centre environment.
• Key parameters include technical and non-technical parameters.
|
Our Proposal
 It is proposed to study on creation of a CEM Index which can generate a score for customer experience of
top services. This index can have weights for the services by using AHP (Analytic Hierarchy Process)
algorithm.
 The Document (TD 840 Rev1) can be updated with the most popular services
•
Streaming Media
•
Online Gaming
•
VoIP
•
Web Browser
 Each service will get points according to performance in terms of latency, jitter, packet loss, throughput
by using AHP algorithm.
| Türk Telekom
13
Idea of CEM Index
For most of service providers, Streaming media, Web Browsing, VoIP and Online Gaming are top services
that customers interact in a high volume.
For technical part, CEM Index can provide a score for customer experience of top services. CEM Index can
be calculated service, region and customer based.
Packet loss, throughput, latency and jitter are the most important basic technical parameters that indicates
quality of service and affects quality of experience.
| Türk Telekom
7
Idea of CEM Index
 This index will have weight for Streaming
Media Service, Web Browsing Service,
Voice over IP Service and Online Gaming.
Packet Loss
Latency
Throughput
Jitter
Online
Gaming
VoIP
Streaming
Media
 Each service will get points according to
performance in terms of latency, jitter,
packet loss and throughput.
Web
Browsing
CEM
Index
| Türk Telekom
 These weights will be calculated through
AHP( Analytic Hierarchy Process)
algorithm by considering effect of packet
loss, throughput, latency and jitter on each
service seperately.

Assigning point will be determined by
observing whether service is performing
below or above the performance target
assigned for latency, jitter, packet loss and
throughput for each service.
8
AHP Algorithm
 Analytic Hierarchy Process (AHP) was developed by Professor Thomas Saaty to being used to
decide among multiple alternatives.
 AHP provides decision-makers choose the best solution
 Project prioritization, vendor selection, technology selection, site selection, recruitment…etc
 By AHP mechanism, the decision is taken after a few steps[2]:
 pairwise comparisons of alternatives by evaluating their importance relative to each other,
 transformation of comparisons into weights
 check of consistency.
 For pairwise comparisons, relative importance of alternatives will be converted to numbers in the
scale below.
| Türk Telekom
9
AHP Algorithm applied for CEM Index
 For service alternatives and performance metrics, pairwise comparisons are can be seen in below tables,
these table can be read like that “Streaming Media Service is strongly more important than VoIP
Service” or “ Web Browsing is weakly more important than VoIP service.”
CEM
Index
For Streaming Media Index
| Türk Telekom
For VoIP Index
10
AHP Algorithm applied for CEM Index
For Web Browsing Index
For Online Gaming Index
These pairwise comparison ratings are turned into weights by summing columns, dividing each
number in each column by column sum and taking the average of each row.
According to this calculation, weight of services and metrics are like below. Also selection of 1 or 0
for service points calculation is determined whether the service is performing below or above the
target of related metric.
| Türk Telekom
11
AHP Algorithm applied for CEM Index
CEM
Index
| Türk Telekom
12
Conclusion
 CEM is a key area of interest.
 Less of standart
 TD 840 Rev 1 can be updated by
 CEM Index by using AHP
 New popular services Technical Part
 Latency, jitter, packet loss, throughput
| Türk Telekom
13
Thank you!
| Türk Telekom
15