An understanding of the basic concepts of quality and its management is essential for the professional management of Quality of Service (QoS) in telecommunications. As people increasingly rely on the new services for their lifestyle and work, their expectations for high reliability and quality are bound to rise. QoS is therefore likely to become a major differentiator in a highly competitive telecommunications market. This book is an important contribution to the published material in this field and is essential reading for all those interested in QoS issues.
Also available:
World Telecommunications Economics - ISBN 9780852969366 An Introduction to Satellite Communications - ISBN 9780863411328
The Institution of Engineering and Technology is one of the world's leading professional societies for the engineering and technology community. The IET publishes more than 100 new titles every year; a rich mix of books, journals and magazines with a back catalogue of more than 350 books in 18 different subject areas including:
-Power & Energy -Renewable Energy -Radar, Sonar & Navigation -Electromagnetics -Electrical Measurement -History of Technology -Technology Management
Author(s): Antony Oodan, Keith Ward, Catherine Savolaine, Mahmoud Daneshmand, Peter Hoath
Series: Iee Telecommunications
Edition: [New
Publisher: The Institution of Engineering and Technology
Year: 2002
Language: English
Pages: 640
Contents......Page 6
Foreword......Page 16
Preface......Page 18
Acknowledgements......Page 20
Glossary......Page 22
Acronyms......Page 24
Authors......Page 32
Section I Introduction to Quality of Service......Page 36
1.2 Definition of quality......Page 38
1.3 Framework/methodology to determine quality parameters for products and services......Page 41
1.4 Importance of quality......Page 42
1.5 The EFQM Model......Page 44
1.6 Studies on quality......Page 45
Exercises......Page 46
2.2 QoS in the management of a telecommunication service......Page 48
2.3 Features of QoS in telecommunications......Page 49
2.4 Parties in the management of QoS......Page 51
2.6 Issues on QoS facing the industry......Page 59
2.7 A framework for the study and management of QoS......Page 60
Exercises......Page 61
Section II Framework......Page 64
3.2 The four viewpoints of QoS......Page 66
3.3 A methodology for the management of quality......Page 80
Exercise......Page 82
4.1 Introduction......Page 84
4.3 Relevant parties in the management of customers’ QoS requirements......Page 85
4.4 Management of customers’ QoS requirements......Page 87
4.5 Customers’ QoS requirements and the quality cycle......Page 100
Exercises......Page 101
5.1 Introduction......Page 102
5.2 Applications of offered quality......Page 103
5.4 Management of offered quality......Page 105
Exercises......Page 117
6.1 Introduction......Page 118
6.2 Applications of delivered quality data......Page 119
6.3 Management of delivered quality......Page 121
6.4 Summary......Page 127
Exercises......Page 128
7.1 Introduction......Page 130
7.2 Applications......Page 131
7.3 Management of customers’ perception of quality......Page 132
7.4 Summary......Page 137
Exercises......Page 138
Section III Existing and emerging network and services......Page 140
8.1 Introduction......Page 142
8.2 Drivers of change......Page 144
8.3 Network architecture......Page 147
8.4 Architecture evolution......Page 153
8.5 E-commerce......Page 157
8.6 IT viewpoint......Page 162
8.8 References......Page 164
9.1 Introduction......Page 166
9.2 Performance parameters for transmission networks......Page 170
9.3 Call processing performance......Page 178
9.5 Network interconnect apportionment......Page 179
9.6 Availability......Page 180
9.7 Network integrity......Page 182
9.9 References......Page 195
10.1 Introduction......Page 198
10.3 The Internet......Page 199
10.4 Internet services and applications......Page 203
10.5 Quality of Service assessment framework......Page 205
10.6 Practical steps for measuring QoS......Page 207
10.7 Summary......Page 208
10.8 References......Page 209
11.1 Introduction......Page 210
11.2 Voice over IP networks......Page 211
11.3 Fax over IP networks......Page 227
11.4 Streaming media......Page 234
11.5 References......Page 243
Further reading......Page 244
12.2 E-mail application......Page 246
12.3 Web applications......Page 254
12.5 References......Page 261
Exercises......Page 262
13.1 Introduction......Page 264
13.2 Difficulties of providing QoS in mobile systems......Page 265
13.3 QoS and 2G mobile – GSM......Page 271
13.4 3G networks – UMTS......Page 275
13.5 4G systems......Page 281
13.6 Summary......Page 284
Further reading......Page 285
Exercises......Page 287
14.2 GEOs, MEOs and LEOs......Page 288
14.3 Visibility coverage......Page 289
14.4 Latency......Page 291
14.5 Jitter......Page 293
14.6 Interference......Page 294
14.8 TCP/ IP issues......Page 295
14.9 Tropospheric propagation......Page 298
14.10 Satellite-to-satellite communication......Page 300
Further reading......Page 301
Section IV Customer impact......Page 304
15.1 Introduction......Page 306
15.2 Customer expectations and requirements......Page 307
15.3 Customer perception......Page 308
15.4 Customer care......Page 311
15.5 Value add from service surround......Page 312
15.6 Service surround processes......Page 316
15.7 Service support systems design principles......Page 317
15.8 Impact of people......Page 322
15.9 The pivotal position of the call centre......Page 325
15.10 Dimensioning of a call centre......Page 329
15.11 Evolution towards multimedia contact centres......Page 330
15.12 Customer relationship management......Page 331
15.13 Measurement of service quality......Page 332
15.14 Summary......Page 334
15.15 References......Page 335
16.2 Numbering......Page 336
16.3 Billing......Page 351
16.5 References......Page 355
17.1 Introduction......Page 358
17.2 Frameworks for understanding the response of the end user......Page 359
17.3 Case studies of multimedia applications......Page 361
17.4 Lessons for the design of multimedia products......Page 367
17.5 Towards a user-centred approach for the creation of end user applications......Page 368
17.7 References
......Page 371
18.2 Who are the disabled?......Page 374
18.4 Legislative and regulatory provisions......Page 377
18.5 Telco services as seen by some of the key disability types......Page 379
18.6 The implications of disability issues for Telco’s internal processes......Page 386
18.7 International collaboration and standards......Page 387
18.9 References......Page 388
Section V External drivers......Page 390
19.1 Introduction......Page 392
19.2 Principal issues of users......Page 393
19.3 Possible contribution by user groups for the future......Page 396
19.4 Guidelines for the formation of user groups......Page 398
19.6 References......Page 399
20.2 Regulatory considerations......Page 404
20.4 QoS issues and regulation in the USA......Page 410
20.5 QoS issues and regulation in European Union member countries......Page 417
20.6 Future of regulation......Page 419
20.7 Profile of an ideal regulator’s role on matters of quality......Page 420
20.9 References......Page 422
Further reading......Page 424
21.1 Introduction......Page 426
21.2 Beneficiaries of standards......Page 427
21.3 Review of standards bodies......Page 428
21.4 A methodology for the development of standards......Page 432
21.5 Mapping and review of ITU-T Recommendations on QoS fora legacy service – basic telephony over PSTN......Page 434
21.7 Future role for standards bodies......Page 437
21.8 Summary......Page 440
Exercise......Page 441
Section VI Management of QoS......Page 444
22.2 Categories of comparisons......Page 446
22.3 National comparisons......Page 449
22.4 International comparisons......Page 450
22.5 Management of comparisons of QoS......Page 455
22.6 Proposed parameters for basic telephony......Page 457
22.7 Parameters for other services......Page 458
Exercises......Page 459
23.2 Cost of quality......Page 460
23.3 Prevention costs......Page 461
23.4 Failure costs......Page 470
23.6 Benefits......Page 476
23.8 Summary......Page 481
23.9 References......Page 482
24.2 Protect, detect, react and deter......Page 484
24.4 Trust......Page 486
24.5 Threats and vulnerabilities......Page 487
24.6 Some drivers for change......Page 496
24.7 InformationWarfare......Page 499
24.8 The role of policy......Page 503
24.9 Prosecution......Page 504
24.11 References......Page 506
25.1 Introduction......Page 508
25.2 Cost of fraud......Page 510
25.5 Subscription fraud and call selling......Page 511
25.8 Staff fraud......Page 514
25.9 PBX fraud......Page 516
25.10 Split revenue services – premium rate, revenue share, audiotex(t)......Page 523
25.12 Signalling fraud......Page 526
25.13 International collect call fraud......Page 527
25.15 Fraud detection systems......Page 528
25.17 Summary......Page 529
25.18 References......Page 530
26.2 Focusing on the issues......Page 532
26.3 Developing an action plan......Page 533
26.5 Changing the philosophy of management......Page 538
26.6 Summary......Page 540
Section VII Future?......Page 542
27.2 Benefits of an internationally agreed architectural framework for the study and management of QoS......Page 544
27.4 Proposal for an architectural framework......Page 545
27.5 ITU-T Recommendation G 1000 and future work......Page 553
27.7 Reference......Page 554
28.2 Evolution of the environment......Page 556
28.3 The Internet......Page 558
28.4 Information value chain......Page 560
28.5 E-commerce......Page 565
28.6 Intelligent home......Page 569
28.7 Summary......Page 570
28.8 References......Page 571
Appendix 1 Quality parameters of diamond......Page 574
Appendix 2 Quality and TQM......Page 576
Appendix 3 Template for a typical service level agreement......Page 580
Appendix 4 Cell descriptions on the matrix to facilitate capture of Quality of Service criteria......Page 584
Appendix 5 Sample questionnaire to capture customers’ Quality of Service requirements......Page 596
Appendix 6 Typical Quality of Service parameters/criteriafor telecommunication services......Page 602
Appendix 7 Regulatory requirements on service performance to be reported on a regular basis in the UK......Page 610
Appendix 8 Regulatory requirements on service performance to be reported on a regular basis in Australia......Page 614
Appendix 9 Regulatory requirements on service performance to be reported on a regular basis in the USA......Page 618
Appendix 10 Fault incidence and repair time: OECD member countries – 1999......Page 624
Appendix 11 Sustaining supplier services......Page 626
Index......Page 632
