In the increasingly complex world of information and telecommunications technology, knowledge of one’s own service quality is a decisive factor in the fight for market shares and customer satisfaction. High expectations on the part of end consumers and the introduction of new, convergent services and technologies are posing challenges for all providers of ICT technologies.
As a result, enterprises worldwide strive to be more competitive. One of the key goals here is increasing the quality of products and processes. The company’s position is usually determined in relationship to the best rival. The objective is to catch up with the competition and to achieve competitive advantages by eliminating existing weaknesses.