Analysis Of Service Quality Indicators In
Telecommunications Using Control
Statistical Methods And Fuzzy Logic
Author(s)
C. A. A. Lemos, N. F. F. Ebecken & A. G. Evsukoff
Abstract
Brazil’s telecommunications, in the last years, have faced deep changes with the
creation of ANATEL – the National Bureau of Telecommunications - in 1997.
ANATEL is a telecommunications regulation bureau whose mission is to keep
up the quality levels of services by Telecommunication Companies acting in
Brazilian territory, so that they are compatible with international standards. The
quality control is performed by indicators [3], which are collected monthly from
companies. Those companies that do not achieve the goals may have their
contracts cancelled. This work takes care of some methodologies for ANATEL
quality control, analysing performance indicators and presents Brazil's
telecommunications services performance. Traditional Statistical Quality Control
graphs (CUSUM) are used and the results are analysis by fuzzy logic. The results
are presented in a graphical interface that allows the user to analyse the whole
indicator set. The results show that fuzzy logic allows the implementation of soft
thresholds to trigger alarms before the indicators reach forbidden levels.
Keywords: quality services telecommunication, control statistical methods, fuzzy
logic indicators, quality indicator.
1 Introduction
The Regulating Agency Telecommunications in Brazil - ANATEL, monthly
receives from the operators of public services (service providers), fixed and
mobile telephony, indicators that show the quality of services. Control limits for
the indicators are established to guarantee specified standards of quality in the
Keywords
quality services telecommunication, control statistical methods, fuzzy logic indicators, quality indicator.
Related Book
Other papers in this volume
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