Introduction to service quality regulation

This online self-paced course by the International Telecommunication Union (ITU) addresses a need to disseminate firm and solid understanding on service quality to all stakeholders in the ecosystem i.e operators (service providers), network equipment and terminal device manufacturers, regulatory bodies and consumers.

This badge attests understanding to the tools to establish service quality regulatory frameworks to monitor and measure quality of service (QoS) and quality of experience (QoE).

OBJECTIVES:

• Understand the fundamentals of service quality and establish a service quality regulatory framework.

• Gain an understanding on the role of standards and the guidance available to regulators to establish quality regulatory frameworks and monitor service quality.

• Build knowledge on measurement methodologies that could be applied to quality assessment of telecommunication services.

• Understand the guidelines on consumer protection and competition issues and implement strategies to improve service quality and help consumers make informed choices.

CONTENT:

1. Introduction and definitions

2. Quality of Service Regulatory Framework

3. Activities in QoS regulation

4. Standards and competition

5. Consumer Protection

Duration: 2 hours

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