1. QUTE’98 Workshop Heidelberg, 14-15 October 1998 A framework for the determination of user’s QoS requirements by Antony P Oodan of Telecommunications Quality Consultancy, UK

2. QUTE’98 Workshop Heidelberg, 14-15 October 1998 ISO definition of quality ‘The totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs’ - ISO 8402

3. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Customer’s Equipment Service transport Service Provision Content creation Customer Components of service creation and delivery Man- service interface Four principal components of any Electronic Communication Service Each component contributes to overall QoS perceived by customer/user

4. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Customer Terminal Equipment and QoS Accessibility User friendliness Speed Accuracy Security Flexibility Reliability Compatibility Ethics World wide web + search engines NYYYYYYYY

5. QUTE’98 Workshop Heidelberg, 14-15 October 1998 ‘CPE, QoS and Speed’ Modem to adjust speed to suit the capacity of line Communication speed of computer should be adequate to make full use of the modem Smooth flow of information (speech, image, video etc.) by use of a buffer

6. QUTE’98 Workshop Heidelberg, 14-15 October 1998 CPE, QoS and Security User should be able to set different levels of security Virus check to be carried out on incoming traffic Control of access to different domains (adult programs etc..) Facility for encryption Firewall and means of checking Firewall for holes Entrance to one’s PC from outside to be under the full control of the client. etc.

7. QUTE’98 Workshop Heidelberg, 14-15 October 1998 CPE, QoS and Accuracy When two or more search engines are employed the CPE should check for duplication and present only valid data CPE shall have the facility to come as close to the transmitted colour and font as the configuration will allow CPE shall faithfully translate incoming information into text, video or audio output within specified limits

8. QUTE’98 Workshop Heidelberg, 14-15 October 1998 SERVICE QUALITY CRITERIA SERVICE FUNCTION SERVICE MANAGE- MENT CONNECT- ION QUALITY BILLING NETWORK/SERVICE MANAGEMENT BY CUSTOMER SPEED ACCURACY AVAILABILITY RELIABILITYSECURITYSIMPLICITYFLEXIBILITY PROVISION ALTERATION SERVICE SUPPORT REPAIR CESSATION CONNECTION ESTABLISHMENT INFORMATION TRANSFER CONNECTION RELEASE 123456 7 1 2 3 4 5 6 7 8 9 10 11 SALES AND PRE CONTRACT ACTIVITIES Matrix to facilitate determination of Service Transporter’s QoS criteria Described in ETSI ETR 003

9. QUTE’98 Workshop Heidelberg, 14-15 October 1998 QoS and the Transport Provider Network related –Absence of, or limited, congestion; accurate bit transmission, network reliability (freedom from or limited breakdowns, delay, and other network related parameters Network capable of supporting protocols requiring Internet type services Non-network related Speed of repair, flexibility shown to other network providers or ISPs or direct customers, service support, etc.

10. QUTE’98 Workshop Heidelberg, 14-15 October 1998 QoS and Content Creation Technical quality of recordings –Audio, image, video bandwidth granularity etc. Aesthetic value of the recordings Usefulness of the information Certain information may require higher transmission fidelity requirement

11. QUTE’98 Workshop Heidelberg, 14-15 October 1998 QoS and Service Provision Speed of response in interactive services Service surround criteria –billing, customer care, order provision, service support etc.. World Wide Web page management –indexing of information, content editing, frames and other customisations and their logic Access protocols

12. QUTE’98 Workshop Heidelberg, 14-15 October 1998 Customer perceived QoS thus... experiences contributions from different sources, these sources may be different organisations, QoS contribution from source may limit the end quality perceived by the customer, in some cases there could be cumulative effect on the same parameter, and customer may or may not be able to identify the different sources from which the degradations to quality arises.

13. QUTE’98 Workshop Heidelberg, 14-15 October 1998 In Summary While studying QoS criteria of the transport provider it may be useful to go through the model and establish the limiting factors for each parameter in terms of the model Where transport provider’s performance parameters are linked to other contributors (CPE, Content Creation and Service Provision) the limits to which others may have to operate, where this is appropriate, may be stated or influenced. EURESCOM may wish to consider refining the model for eventual issue as an ETSI document