Analysis Of Service Quality Indicators In Telecommunications Using Control Statistical Methods And Fuzzy Logic
Free (open access)
C. A. A. Lemos, N. F. F. Ebecken & A. G. Evsukoff
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 , 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
quality services telecommunication, control statistical methods, fuzzy logic indicators, quality indicator.