基于客户感知的业务质量指标体系的建立及应用研究  

The Establishment of KPI System Based on Customer Perception and Its Application

作　　者：邱倩琳 黄亚洲[1] 黄艳福 

机构地区：[1]中讯邮电咨询设计院有限公司,上海200050

出　　处：《邮电设计技术》2016年第5期29-36,共8页Designing Techniques of Posts and Telecommunications

摘　　要：传统的网络规划方法通常是从测试、网管记录的网络性能指标(KPI)分析形成规划方案、进行资源投放;这样会造成KPI好,客户感知却不理想的情况,且无法获得解决,甚至无从知晓问题在哪里。为了完善规划方法,从改善用户感知的角度驱动网络资源的投放,提出了结合典型业务量化用户感知的KQI指标体系,分析了KQI与KPI的映射关系,并总结出KQI与KPI分析体系贯穿于整个规划流程的应用方法。Traditional network planning method usually uses the test record,the management analysis of network performance index（KPI）to form planning and delivery resource. It will cause good KPI and the customer perception is not ideal,and there are not the means to solve it,even don＇t know where the problem is. In order to improve the planning method,the network resource release is droved from the aspect of improving customer perception,KQI system is presented combined with typical service to quantize customer perception. It analyzes the mapping relation of KQI and KPI,and sums up the technology and application of KQI and KPI analysis system throughout the whole planning process flow.

关 键 词：KPI KQI 网络规划 

分 类 号：TN914[电子电信—通信与信息系统]