Title :
Multidiscipline approach to key performance indicator measurements
Author_Institution :
Oakland University, USA
Abstract :
Mobile Operators offer usually also Internet Services but because of regulations in some countries they may get their redundant Internet Access from authorized Internet service Providers (ISP) only. For providing good level of service for their customers, the operators sign Service Level Agreements (SLA) with ISP´s with Key Performance Indicators (KPI) defined. The paper deals with multidiscipline approach to the KPI measurements respecting technical, psychological and social aspects, pro-activity, reporting, visualizing, and alerting results. Such KPI measuring is useful also for ISP´s.
Keywords :
Internet; information retrieval; mobile computing; psychology; service-oriented architecture; ISP; Internet service provider; KPI measurement; indicator measurement; key performance indicator; mobile operator; psychological aspect; redundant Internet access; service level agreement; social aspect; technical aspect; Browsers; Electronic mail; Human factors; Humans; Psychology; Telecommunications; Visualization; ISP; KPI; Mobile Operator; SLA; Telecom Operator; multidiscipline;
Conference_Titel :
Telecommunications Forum (TELFOR), 2011 19th
Conference_Location :
Belgrade
Print_ISBN :
978-1-4577-1499-3
DOI :
10.1109/TELFOR.2011.6143514
