Network Operator Quality Improvement Trends From QuEST Forum

Mar 26, 2013, 11:44 ET from QuEST Forum

DALLAS, March 26, 2013 /PRNewswire/ -- QuEST Forum released another report in the ongoing series on the state of quality in the information and communication technologies (ICT) industry at the 2013 APAC Best Practices Conference in Shenzhen, China. 

Customers look to their service providers to fulfill the promises of new technologies and applications, which in turn, challenges the companies to continually improve the performance of the network and the products that support it.  QuEST Forum is addressing this challenge on many fronts, one of which is the Network and Service Reliability Strategic Initiative.  This initiative utilizes the secure framework of the TL 9000 Quality Management System (QMS) to establish a unique and flexible benchmarking model.  It allows participating companies to define new relevant measures, submit monthly performance data anonymously and use the consolidated results to improve their performance. 

The study highlights Global Service Impact (GSI) which measures service performance from a customer perspective as delivered by the service providers/network operators. 

Highlights of the study include:

  • For voice services from January 2011 to September 2012:
    • There was a 33% improvement in Worst In Class from 218 minutes to 145 minutes. 
    • The Industry Average also improved from 61 minutes to 45 minutes for a 26% improvement. 
    • The Best In Class trend was steady around 18 minutes which is close to the typical .99999 (5 9s) availability objective.  In key services, such as financial or emergency services, these GSI performance results can have significant financial and safety impact.

To obtain a complete copy of the report, please visit the TL 9000 website at or download via the following link

Formed in 1998, QuEST Forum is a unique collaboration of information and communication technologies (ICT) network operators and suppliers across the world dedicated to improving operational and supply chain quality and performance.  QuEST Forum unifies the global ICT community through the implementation of TL 9000, an ICT specific quality management system that is built on ISO 9001.  Performance benchmarking and a broad array of common metrics support both the rapid industry adoption of new technologies and the consistent quality of communication networks around the world.