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We propose a framework called “QoE-centric Service Operation,” with which we attempt to implement a means to enable the collaboration of end-users, service providers, and network providers to achieve better QoE of telecommunication services. First, we give an overview of the transition in the quality factors of voice, video, and web-browsing applications. Then, taking into account the fact that many quality factors exist not only in networks, but also in servers and terminals, we discuss how to measure, assess, analyze, and control QoE and the technical requirements in each component. We also propose approaches to meet these requirements: packetand KPI-based QoE estimation, compensation of sparse measurement, and quality prediction based on human behavior and traffic estimation. Finally, we explain the results of our proof-of-concept study using an actual video delivery service in Japan. key words: QoE, operation, quality, QoS

Collaborative Quality Framework: QoE-Centric Service Operation in Collaboration with Users, Service Providers, and Network Operators