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TCN 68 - 186: 2006

li ni u
Tiu chun Ngnh TCN 68 - 186: 2006 "Dch v in thoi trn mng vin thng di
ng mt t - Tiu chun cht lng" c xy dng trn c s sot xt, b sung
Tiu chun Ngnh TCN 68 -186: 2003 "Dch v in thoi trn mng di ng mt t
cng cng - Tiu chun cht lng" ban hnh theo Quyt nh s 161/2003/Q-BBCVT
ngy 30/9/2003 ca B trng B Bu chnh, Vin thng.
Tiu chun Ngnh TCN 68 - 186: 2006 do Cc Qun l cht lng Bu chnh, Vin
thng v Cng ngh thng tin bin son theo ngh ca V Khoa hc - Cng ngh v
c ban hnh theo Quyt nh s 29/2006/Q-BBCVT ngy 05/9/2006 ca B trng
B Bu chnh, Vin thng.
V Khoa hc Cng ngh
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tcn 68 - 186: 2006


Dch v in Thoi
Trn mng vin thng di ng mt t
TIU CHUN CHT LNG

I. Phm vi v i tng p dng
1.1. Tiu chun ny bao gm cc ch tiu cht lng cho dch v in thoi trn mng vin
thng di ng mt t (PLMN).
1.2. Tiu chun ny l c s ngi s dng gim st cht lng dch v; c quan qun l
Nh nc, cc doanh nghip cung cp dch v thc hin qun l cht lng dch v in
thoi trn mng vin thng di ng mt t theo cc quy nh ca Nh nc v ca
B Bu chnh, Vin thng.
II. Cc ch vit tt, nh ngha v khi nim
2.1. Ch vit tt
DNCCDV : Doanh nghip cung cp dch v;
CLDV : Cht lng dch v;
PLMN : Mng vin thng di ng mt t.
2.2. nh ngha
2.2.1. DNCCDV: l doanh nghip vin thng thit lp mng v cung cp dch v in thoi
trn mng vin thng di ng mt t theo cc quy nh ca Nh nc v B Bu chnh,
Vin thng.
2.2.2. Khch hng (ngi s dng dch v): l cc c nhn, t chc Vit Nam hoc nc
ngoi s dng dch v in thoi trn mng vin thng di ng mt t do DNCCDV
cung cp.
2.3. Khi nim
2.3.1. CLDV: Cht lng dch v l kt qu tng hp ca cc ch tiu th hin mc hi
lng ca ngi s dng dch v i vi dch v .
2.3.2. S c: S c l h hng ca mt hoc mt s phn t ca mng vin thng di ng mt
t dn n vic gin on ton b ng lin lc ca mt hoc mt s thu bao.
2.3.3. Cuc gi c thit lp thnh cng: Cuc gi c thit lp thnh cng l cuc gi
m sau khi quay s thu bao ch gi nhn c tn hiu cho bit ng trng thi ca
thu bao b gi.
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TCN 68 - 186: 2006
2.3.4. Cuc gi b ri: Cuc gi b ri l cuc gi c thit lp thnh cng nhng b mt
gia chng trong khong thi gian m thoi m nguyn nhn l do mng vin thng
di ng mt t.
2.3.5. Vng ph sng: Vng ph sng ca mt DNCCDV l vng m trong mc tn hiu
ti thiu thu c l -100dBm.
2.3.6. di m thoi thc ca cuc gi: L khong thi gian m thoi gia ch gi v
b gi, trong : thi im bt u m thoi c tnh t lc bn b gi nhc my;
thi im kt thc cuc gi c tnh t lc mt trong hai bn ch gi hoc b gi t
my hoc do mng t kt thc cuc gi.
2.3.7. Cc khi nim nh tnh khi ly kin khch hng:
- Ting vng: Ngi m thoi nghe c ting ca chnh mnh vng li;
- Ting trung thc: Ngi m thoi nhn bit c ging ca ngi i thoi qua m
sc (ting khng b mo), khng phi qua cch ni;
- Xuyn m: Nhng m thanh cm nhn c (c th hiu c hoc khng hiu c)
trong khi m thoi xut pht t thit b u cui khc do mng di ng mt t gy ra;
- Nhiu: Nhng ting rt, , lo xo nghe thy trong qu trnh m thoi, khng phi l
ting n ngoi cnh.
2.3.8. Phng php xc nh: Phng php xc nh l cc phng php nh gi cht
lng dch v vi mc ly mu ti thiu c quy nh c quan qun l Nh nc
v DNCCDV p dng trong vic o kim cht lng dch v.
Mi ch tiu cht lng c quy nh mt hay nhiu phng php xc nh khc nhau.
Trong trng hp ch tiu cht lng dch v c xc nh bng nhiu phng php
khc nhau quy nh ti Tiu chun ny th ch tiu cht lng c nh gi l ph hp
khi kt qu nh gi bi mi phng php u ph hp vi mc ch tiu quy nh.
III. Ch tiu cht lng dch v
A. Ch tiu cht lng k thut
3.1. T l cuc gi c thit lp thnh cng
nh ngha: T l cuc gi c thit lp thnh cng l t s gia s cuc gi c
thit lp thnh cng trn tng s cuc gi.
Ch tiu: T l cuc gi c thit lp thnh cng 92%.
Phng php xc nh:
- M phng cuc gi: S lng cuc gi m phng cn thit t nht l 1000 cuc thc
hin vo cc gi khc nhau trong ngy, trong vng ph sng. Khong cch gia hai cuc gi
m phng lin tip xut pht t cng mt thu bao ch gi khng nh hn 10 giy.
- Gim st bng cc tnh nng sn c ca mng: s lng cuc gi ly mu ti thiu l
ton b cuc gi trong mt tun.
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TCN 68 - 186: 2006
3.2. T l cuc gi b ri
nh ngha: T l cuc gi b ri l t s gia s cuc gi b ri trn tng s cuc gi
c thit lp thnh cng.
Ch tiu: T l cuc gi b ri 5%.
Phng php xc nh:
- M phng cuc gi: S lng cuc gi m phng cn thit t nht l 1500 cuc thc
hin vo cc gi khc nhau trong ngy, trong vng ph sng. di cuc gi ly mu trong
khong t 60 giy n 180 giy. Khong cch gia hai cuc gi m phng lin tip xut pht
t cng mt thu bao ch gi khng nh hn 10 giy.
- Gim st bng cc tnh nng sn c ca mng: S lng cuc gi ly mu ti thiu l
ton b cuc gi trong mt tun.
3.3. Cht lng thoi
nh ngha: Cht lng thoi l ch s tch hp ca cht lng truyn ting ni trn
knh thoi c xc nh bng cch tnh im trung bnh vi thang im MOS t 1 n 5
theo Khuyn ngh P.800 ca Lin minh Vin thng quc t ITU.
Ch tiu: Cht lng thoi trung bnh phi 3,0 im.
Phng php xc nh:
- Phng php s dng thit b o: Phng php o thc hin theo Khuyn ngh ITU-T
P.862 v quy i ra im MOS theo Khuyn ngh ITU-T P.862.1. S lng cuc gi ly mu
t nht l 1000 cuc vo cc gi khc nhau trong ngy, trong vng ph sng. Khong cch
gia hai cuc gi m phng lin tip xut pht t cng mt thu bao ch gi khng nh hn
10 giy.
- Phng php ly kin khch hng: S khch hng ly kin ti thiu l 1000 khch
hng i vi mng c s thu bao t 10.000 tr ln hoc ly 10% s khch hng i vi
mng c s thu bao nh hn 10.000. Mu ly kin khch hng qua th, th in t, fax
hoc in thoi c quy nh ti Ph lc.
3.4. chnh xc ghi cc
3.4.1. T l cuc gi b ghi cc sai
nh ngha: T l cuc gi b ghi cc sai l t s gia s cuc gi b ghi cc sai trn
tng s cuc gi.
Cuc gi b ghi cc sai bao gm:
- Cuc gi ghi cc nhng khng c thc;
- Cuc gi c thc nhng khng ghi cc;
- Cuc gi ghi sai s ch gi v/hoc s b gi;
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TCN 68 - 186: 2006
- Cuc gi c ghi cc c di ln hn 01 giy v gi tr tuyt i so vi di
m thoi thc ca cuc gi;
- Cuc gi c ghi cc c thi gian bt u sai qu 09 giy v gi tr tuyt i so vi
thi im thc ly theo ng h chun quc gia.
Ch tiu: T l cuc gi b ghi cc sai 0,1%.
3.4.2. T l thi gian m thoi b ghi cc sai
nh ngha: T l thi gian m b ghi cc sai l t s gia tng gi tr tuyt i thi
gian ghi sai ca cc cuc gi b ghi cc sai trn tng s thi gian ca cc cuc gi.
Ch tiu: T l ghi cc sai v thi gian m thoi 0,1%.
Phng php xc nh: (cho c ch tiu 3.4.1 v 3.4.2) Tng s cuc gi ly mu cn
thit t nht l 10.000 cuc gi i vi tng ch tiu nu trn. Vic xc nh c th p dng
mt trong hai hoc kt hp c hai phng php sau:
- M phng cuc gi: Thc hin m phng vo cc gi khc nhau trong ngy, trong
vng ph sng v theo cc hng ni mng v lin mng. Khong cch gia hai cuc gi m
phng lin tip xut pht t cng mt thu bao ch gi khng nh hn 10 giy. S cuc gi
m phng c di t 01 giy n 90 giy t nht l 60% ca tng s cuc gi m phng.
- Gim st bo hiu: Cc cuc gi ly mu vo cc gi khc nhau trong ngy. im u
ni my gim st bo hiu ti cc tng i v thc hin trn cc lung bo hiu hot ng
bnh thng hng ngy ca mng vin thng di ng mt t v bo m khng lm nh
hng n hot ng bnh thng ca mng.
3.5. T l cuc gi tnh cc, lp ha n sai
nh ngha: T l cuc gi tnh cc, lp ha n sai l t l cuc gi b tnh cc
hoc lp ha n sai trn tng s cuc gi.
DNCCDV phi lu tr s liu gc tnh cc trong vng ti thiu 180 ngy, bao gm:
ngy, thng, nm thc hin cuc gi; thi gian bt u, thi gian kt thc (hoc di cuc
gi); s my b gi (cuc gi quc t: m quc gia, m vng, s thu bao; cuc gi trong
nc: m vng, s thu bao), cc ph tng cuc gi.
Ch tiu: T l cuc gi tnh cc, lp ha n sai 0,01%.
Phng php xc nh: So snh t nht 10.000 cuc gi c tnh cc vi s liu
ghi cc.
B. Ch tiu cht lng phc v
3.6. kh dng ca dch v
nh ngha: kh dng ca dch v (D) l t l thi gian trong mng sn sng
cung cp dch v cho khch hng.
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TCN 68 - 186: 2006

f
r
T
D 1 100%
T

=



Trong : T
r
: Thi gian xc nh kh dng ca dch v;
T
f
: Thi gian mng c s c thuc trch nhim DNCCDV v c tnh theo
cng thc:

N
f i
i 1
i
1
T r
R
=
=
i
t
N: Tng s ln xy ra s c trong thi gian xc nh kh dng;
R
i
: Tng s knh thoi ca mng vin thng di ng mt t ti thi im xy
ra s c th i;
r
i
: S knh thoi b mt lin lc trong s c th i;
t
i
: Thi gian s c th i.
Ch tiu: D 99,5%
Phng php xc nh: Thng k ton b cc s c trong thi gian xc nh kh
dng. Thi gian xc nh kh dng t nht l 03 thng.
3.7. Khiu ni ca khch hng v cht lng dch v
nh ngha: Khiu ni ca khch hng v cht lng dch v l s khng hi lng ca
khch hng c bo cho DNCCDV bng n khiu ni.
Ch tiu: T l khiu ni ca khch hng v cht lng dch v khng c vt qu
0,25 khiu ni trn 100 khch hng trong 03 thng.
Phng php xc nh: Thng k ton b khiu ni ca khch hng trn ton mng
vin thng di ng mt t v cht lng dch v trong khong thi gian ti thiu l 03 thng.
3.8. Hi m khiu ni ca khch hng
nh ngha: Hi m khiu ni ca khch hng l vn bn ca DNCCDV thng bo cho
khch hng c n khiu ni v vic tip nhn khiu ni v xem xt gii quyt.
Ch tiu: DNCCDV phi xem xt v c vn bn hi m trong thi hn 48 gi cho 100%
khch hng khiu ni k t thi im tip nhn khiu ni.
Phng php xc nh: Thng k ton b cng vn hi m cho khch hng khiu ni
v cht lng dch v trong thi gian ti thiu l 03 thng.
3.9. Dch v h tr khch hng
nh ngha: Dch v h tr khch hng l dch v: gii p thc mc, hng dn s
dng, cung cp thng tin lin quan v thng bo cho khch hng tr s, s in thoi, fax
dch v h tr khch hng.
Ch tiu:
- Thi gian cung cp dch v h tr khch hng qua in thoi l 24 gi trong ngy.
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TCN 68 - 186: 2006
- T l cuc gi ti dch v h tr khch hng, chim mch thnh cng v nhn c tn
hiu tr li ca in thoi vin trong vng 60 giy 80% tng s cuc gi.
Phng php xc nh: Thc hin gi nhn cng ti dch v h tr khch hng, s
cuc gi th ti thiu l 250 cuc gi vo cc gi khc nhau trong ngy.
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TCN 68 - 186: 2006

Ph lc
(Quy nh)
Mu ly kin khch hng
1. Mu gi qua th, th in t hoc fax:
ngh qu v cho bit:
- Loi my in thoi di ng ang s dng:
- Thi gian s dng dch v di ng:
- S thu bao:
Trong thi gian t .......... n ........... qu v cho bit kin v cht lng thoi (ting
ni) ca dch v in thoi di ng m qu v s dng bng cch nh du ;:
Rt tt (5 im)
Tt (4 im)
Trung bnh (3 im)
Xu (2 im)
Rt xu (1 im)
Nu l trung bnh, xu hoc rt xu ngh qu v cho bit l do:
m lng nh
Khng nhn c ging ngi i thoi (mo ting)
Nghe ting mnh vng li khi ngng ni (ting vng)
C m thanh l khng phi t pha ngi i thoi (xuyn m)
C ting rt, lo xo (nhiu)
Khng thc hin c cuc gi
Thng bo ca tng i l khng lin lc c
ang ni b mt gia chng
2. Mu phng vn qua in thoi:
"Xin cho ng (b, anh, ch) ti l ........................ ti ......................, chng ti kim tra
cht lng dch v nn mun hi ng (b, anh, ch) v cht lng thoi ca dch v in thoi
di ng m ng (b, anh, ch) s dng. ngh ng (b, anh, ch) cho bit loi my in
thoi di ng ca mnh, thi gian s dng dch v di ng. Theo ng (b, anh, ch), trong thi
gian s dng dch v t .......... n ..........., cht lng thoi (ting ni) t mc no trong
nm mc di y:
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TCN 68 - 186: 2006
Rt tt (5 im)
Tt (4 im)
Trung bnh (3 im)
Xu (2 im)
Rt xu (1 im)
- Nu nh du ; vo tt hoc rt tt th ni: "Xin cm n ng (b, anh, ch) ..."
- Nu nh du ; vo trung bnh, xu hoc rt xu th hi tip: " ngh ng (b,
anh, ch) cho bit l do" theo ni dung tr li nh du ; vo cc :
m lng nh
Khng nhn c ging ngi i thoi (mo ting)
Nghe ting mnh vng li khi ngng ni (ting vng)
C m thanh l khng phi t pha ngi i thoi (xuyn m)
C ting rt, lo xo (nhiu)
Khng thc hin c cuc gi
Thng bo ca tng i l khng lin lc c
ang ni b mt gia chng
V ni "Xin cm n ng (b, anh, ch)..."
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