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Introduction to Service Quality Regulation

Course

Self-paced e-learning

UN Partner

Offered by

International Telecommunication Union ( UN Partner )

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Course details

Level
Introductory
Languages
English
Price
Free
Certificate
Yes

In the telecommunications industry, price is no longer the sole factor in purchasing decisions. Service quality plays a key role to all stakeholders and, particularly, in achieving consumer satisfaction.

Topics

SDG
SDG9: Industry, innovation, and infrastructure
SDG17: Partnerships for the goals
SDG 17: Technology
Subject
Quality of service
Keywords
quality infrastructure
regulatory frameworks

The main objective of the training course is to develop an understanding of the fundamentals of service quality and establishing a service quality regulatory framework, by building knowledge on the role of standards, measurement methodologies and guidelines on consumer protection and competition issues.

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Target Audience

The target audience for this course is incoming and emerging ICT/Telecommunications regulators and policy makers.

Learning 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

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