Telecommunications Quality of Service Management: From Legacy to Emerging Services
Examines the technical, service and human issues that need to be addressed in order to provide a level of QoS that will meet customer requirements.
TABLE OF CONTENTS Telecommunications Quality of Service Management: From Legacy to Emerging Services
Section I: Introduction to Quality of Service
Chapter List
- Chapter 1: Quality
- Chapter 2: Quality of Service in Telecommunications
Quality can be defined. It is expressed in terms of parameters that indicate benefits to the user. These parameters may be quantitatively or qualitatively expressed. A set of quality criteria will encapsulate the benefits of a product or a service to the user. Quality of Service (QoS) in telecommunications is expressed by a unique set of parameters (qualitative and quantitative) on a service by service basis. A grasp of these concepts will facilitate a better understanding of the issues related to the study and management of QoS in telecommunications.
1.1 Introduction
An understanding of the basic concepts on quality and its management is essential for the professional management of Quality of Service (QoS) in telecommunications. Quality can be defined for physical products and with less precision for services. QoS in telecommunications could be developed from the basic concepts on quality. The concepts on quality may also be applied to any product or service or organisation.
1.2 Definition of quality
1.2.1 Terminology
Various people have defined the term quality over many years. Crosby [ [1], [2]], Deming [ [3]] and Juran [ [4]] are well known in the industry for their contributions to the understanding of quality. Their approaches may, to some extent, be described as a bottom-up approach. The standardising body has taken a top-down approach and the current definition for quality by the International Standards Organisation (ISO) is [ [5]]:
Degree to...
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