Improving indicators of the quality at the sector of telecommunications

Abstract

The quality of the services at the sector of Telecommunications constitutes a priority for the increment of the satisfaction of the interested parties, and in the customers's special. As from the previous affirmation, the essential objective of this investigation is to propose a system of indicators for the improvement of the quality of the correlated services Telecommunications, considering indicators of quality provided, expected and perceived, as well as integral parameters to evaluate interested parties' satisfaction and a generalizing indicator of quality. You find the quantitative analysis of the indicators of quality and the adoption of a focus of improvement that integrates the typologies of correction and continuity as part of the most relevant results. They utilize techniques for the quest of consent and the hierarchization of the solutions and they circumscribe to the improving implemented actions mechanisms for tracking.