CASPIAN JOURNAL
MANAGEMENT AND HIGH TECHNOLOGIES
Method for monitoring and evaluation of telecommunications services quality
 |
Read | Kvyatkovskaya Irina Yu., Pham Quang Hie Method for monitoring and evaluation of telecommunications services quality // Caspian journal : management and high technologies. — 2013. — №4. — pp. 126-136. |
Kvyatkovskaya Irina Yu. - D.Sc. (Engineering), Professor, Astrakhan State Technical University, 16 Tatishchev St., Astrakhan, 414025, Russian Federation, i.kvyatkovskaya@astu.org
Pham Quang Hiep - post-graduate student, Astrakhan State Technical University, 16 Tatishchev St., Astrakhan, 414025, Russian Federation, phamhiephd@gmail.com
In this article, we consider the system of indicators for assessing the quality of telecommunication services, which based on the Russian standards. Characterized uses structured and unstructured set of indicators. For the first case formed part of the system, defined by the relationship between the elements. Describe the structure of a system with the level of detail. To the problem of quality assessment, has formed a set of theoretical models, reflecting the composition, structure and the relationship between the indexes. We propose a method of forming a composite index based on matrix solving Pospelov. Identify the problem of alternative choices of quality status of the objects in the management structure of the telecommunications company. When using unstructured set of indicators, developed an algorithm to rank the objects, which allows to determine the priority of the object and choose the best from them. Problem Solving balance assessment experts with different measurement procedures, using verbal and numerical scales Harrington. Draw conclusions about the applicability of the developed techniques.
Key words: quality score,the set-theoretic model,quality of service,telecommunications service,multitude criteria,ranking,factor set,associative matrix,alternative,peer review