Table of Contents

 1     Scope          
 2     References
 3     Definitions 
        3.1     Terms defined elsewhere        
        3.2     Terms defined in this Supplement       
 4     Abbreviations and acronyms             
 5     Conventions             
 6     Basis of CEM and SQM         
        6.1     Customer experience management    
        6.2     Service quality management (SQM)    
        6.3     CEM and SQM together            
 7     Key parameters related to SQM and CEM   
        7.1     Technical parameters 
        7.2     Non-technical parameters