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Full Description
In today's increasingly competitive communications environment, Quality of Service (QoS) is of paramount importance in the battle to win market share. However, the enhanced expectations of customers and the introduction of many new services and technologies makes comprehending and meeting customer requirements a real challenge. Building on the issues covered in Quality of Service in Telecommunications (1997), this book examines the technical, service and human issues that need to be addressed in order to provide a level of QoS that will meet those requirements. One key objective is to increase the reader's understanding of the importance of QoS and to show how the concepts presented can be applied to the reader's own circumstances. The book provides a comprehensive overview of definitions and standards, frameworks and models, network performance, internet, mobile and satellite services, the impact on customers, external drivers, economics, fraud and security and future trends. The authors, established experts in their fields, have wide-ranging experience in both UK and US telecommunications companies, reflecting the global nature of this industry and the universal concept of QoS.
Contents
Section I: Introduction to Quality of Service
Chapter 1: Quality
Chapter 2: Quality of Service in telecommunications
Section II: Framework
Chapter 3: Four viewpoints of Quality of Service
Chapter 4: Customers' Quality of Service requirements
Chapter 5: Quality of Service offered/planned by the service provider
Chapter 6: Quality of Service delivered by the service provider
Chapter 7: Customer's perception of Quality of Service
Section III: Existing and emerging network and services
Chapter 8: Network evolution and its performance
Chapter 9: Network performance engineering of legacy networks
Chapter 10: Internet, Internet services and Quality of Service framework
Chapter 11: Quality of Service for real-time Internet applications
Chapter 12: Quality of Service for non-real-time Internet applications
Chapter 13: Quality of Service in mobile communication systems
Chapter 14: Quality of Service of satellite communications
Section IV: Customer impact
Chapter 15: Service surround and customer relationship management
Chapter 16: Numbering and billing
Chapter 17: Ergonomic considerations in the design of products and services
Chapter 18: Telecommunication services for people with disabilities
Section V: External drivers
Chapter 19: Role of consumer and user groups
Chapter 20: Role of regulation
Chapter 21: Role of standards
Section VI: Management of QoS
Chapter 22: Comparisons of performance
Chapter 23: Economics of quality of service
Chapter 24: Telecommunications security
Chapter 25: Telecommunications fraud
Chapter 26: Management of Quality of Service
Section VII: Future?
Chapter 27: Architectural framework for study of Quality of Service
Chapter 28: Quality of Service, the future
Appendices
