• P-ISSN 0974-6846 E-ISSN 0974-5645

Indian Journal of Science and Technology


Indian Journal of Science and Technology

Year: 2015, Volume: 8, Issue: 22, Pages: 1-6

Original Article

Investigating the Customer Care based on Enhanced Telecom Operation Map Standard in Third Generation of Mobile Networks


Objectives: This study takes the guaranteed quality of service for operators and service providers into consideration and challenges the discussions on service assurances such as mathematical and statistical analyses of quality indicators to achieve the significance of elements relevant to the services. Methods/Analysis: In order to ensure the process, Enhanced Telecom Operation Map (ETOM) framework has been applied, the procedure is tested on the Executive Network of Iran Telecommunication Research Center (mail services) due to the lack of a practical context of UMTS network (3G). Findings: The result was to achieve a practical and logical way characterizing coefficients of significance and dependence of the elements forming a parent service, and generally, elements of a large network in the form of statistical and mathematical methods by some calculations which vary depending on the context (small or large networks and referral services). Using these coefficients, the error or the range of the error can be determined when an error occurs while providing the service or in the general function of a larger network without spending time and naturally by lower cost. Novelty of the Study: This paper has applied eTOM framework for improvement of customer satisfaction and Customer care in third generation of mobile networks in Iran. Conclusion/Application: This paper indicates the applications, advantages, goals, service assurances and marketing of 3G technology and products under e-TOM standard.
Keywords: Coefficients of Significance, Constituent Elements, eTOM, Parent Service, Third Generation (3G), UMTS Network 


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