New report from WTA, “High Performance: Service Management” provides key insights for improving management of services for customers
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New report from WTA, “High Performance: Service Management” provides key insights for improving management of services for customers

September 13, 2019

The World Teleport Association (WTA) today released High Performance: Service Management, the second report in the High Performance series, which examines the most common under-appreciated issues that can have an impact on quality of service and how teleport operators can address them.

“Teleports are technology businesses,” said executive director and report author Robert Bell, “but so much of the quality of service they provide comes down to people. Service management is generally a strong point for the teleports we have certified. This report drills down into vital details where even high-quality operations have an opportunity to do better.”

WTA members can access the report by signing in to their accounts on the WTA website. Non-members can purchase the report for US$450. WTA Members may directly download the report by following this link.

Change is a constant at teleports. It is also the enemy of quality of service, because every change to the complex chain of hardware, software and transmission capacity creates a risk of failure.

As every teleport operation has become more dependent on software to manage equipment and deliver services, the risks have only mounted. Satellite and terrestrial capacity, once relatively fixed for most applications, must increasingly be managed dynamically to deliver the most cost-effective and reliable service. Quality of service itself must be more tightly managed because the competitive pressure on operators is rising. And when problems do occur, how they are handled can make the difference between a big loss to the business and congratulations from a customer on a challenge well met.

WTA produced this report based on its complete data set on Provisional and Full Certification of teleports completed from 2016 through May 2019. Provisional Certification is based on answers to a questionnaire covering facilities, technologies and the operating procedures used to manage them and deliver service.

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