Telecommunications quality of service management : from legacy to emerging services

목차 (Table of Contents)

• CONTENTS
• Foreword = xv
• Preface = xvii
• Acknowledgements = xix
• Glossary = xxi
• Acronyms = xxiii
• Authors = xxxi
• Section Ⅰ Introduction to Quality of Service = 1
• 1 Quality
• 1.1 Introduction = 3
• 1.2 Definition of quality = 3
• 1.3 Framework／methodology to determine quality parameters for products and services = 6
• 1.4 Importance of quality = 7
• 1.5 The EFQM Model = 9
• 1.6 Studies on quality = 10
• 1.7 Summary = 11
• 1.8 References = 11
• 2 Quality of Service in telecommunications = 13
• 2.1 Introduction = 13
• 2.2 QoS in the management of a telecommunication service = 13
• 2.3 Features of QoS in telecommunications = 14
• 2.4 Parties in the management of QoS = 16
• 2.5 Studies in QoS = 21
• 2.6 Issues on QoS facing the industry = 24
• 2.7 A framework for the study and management of QoS = 25
• 2.8 Summary = 26
• 2.9 References = 26
• Section Ⅱ Framework = 29
• 3 Four viewpoints of Quality of Service = 31
• 3.1 Introduction = 31
• 3.2 The four viewpoints of QoS = 31
• 3.3 A methodology for the management of quality = 45
• 3.4 Summary = 47
• 3.5 References = 47
• 4 Customers' Quality of Service requirements = 49
• 4.1 Introduction = 49
• 4.2 Applications of customers' QoS requirements = 50
• 4.3 Relevant Parties in the management of customers' QoS requirements = 50
• 4.4 Management of customers' QoS requirements = 52
• 4.5 Customers' QoS requirements and the quality cycle = 65
• 4.6 Summary = 66
• 4.7 References = 66
• 5 Quality of Service offered／planned by the service provider = 67
• 5.1 Introduction = 67
• 5.2 Applications of offered quality = 68
• 5.3 Parameters to express offered quality = 70
• 5.4 Management of offered quality = 70
• 5.5 Summary = 82
• 5.6 References = 82
• 6 Quality of Service delivered by the service provider = 83
• 6.1 Introduction = 83
• 6.2 Applications of delivered quality data = 84
• 6.3 Management of delivered quality = 86
• 6.4 Summary = 92
• 6.5 References = 93
• 7 Customer's perception of Quality of Service = 95
• 7.1 Introduction = 95
• 7.2 Applications = 96
• 7.3 Management of customers' perception of quality = 97
• 7.4 Summary = 102
• 7.5 References = 103
• Section Ⅲ Existing and emerging network and services = 105
• 8 Network evolution and its performance = 107
• 8.1 Introduction = 107
• 8.2 Drivers of change = 109
• 8.3 Network architecture = 112
• 8.4 Architecture evolution = 118
• 8.5 E-commerce = 122
• 8.6 IT viewpoint = 127
• 8.7 Conclusions = 129
• 8.8 References = 129
• 9 Network performance engineering of legacy networks = 131
• 9.1 Introduction = 131
• 9.2 Performance parameters for transmission networks = 135
• 9.3 Call processing performance = 143
• 9.4 Network congestion = 144
• 9.5 Network interconnect apportionment = 144
• 9.6 Availability = 145
• 9.7 Network integrity = 147
• 9.8 Conclusions = 160
• 9.9 References = 160
• 10 Internet, Internet services and Quality of Service framework = 163
• 10.1 Introduction = 163
• 10.2 Overview = 164
• 10.3 The Internet = 164
• 10.4 Internet services and applications = 168
• 10.5 Quality of Service assessment framework = 170
• 10.6 Practical steps for measuring QoS = 172
• 10.7 Summary = 173
• 10.8 References = 174
• 11 Quality of Service for real-time Internet applications = 175
• 11.1 Introduction = 175
• 11.2 Voice over IP networks = 176
• 11.3 Fax over IP networks = 192
• 11.4 Streaming media = 199
• 11.5 References = 208
• 12 Quality of Service for non-real-time Internet applications = 211
• 12.1 Introduction = 211
• 12.2 E-mail application = 211
• 12.3 Web applications = 219
• 12.4 Summary = 226
• 12.5 References = 226
• 13 Quality of Service in mobile communication systems = 229
• 13.1 Introduction = 229
• 13.2 Difficulties of providing QoS in mobile systems = 230
• 13.3 QoS and 2G mobile - GSM = 236
• 13.4 3G networks - UMTS = 240
• 13.5 4G systems = 246
• 13.6 Summary = 249
• 13.7 References = 250
• 14 Quality of Service of satellite communications = 253
• 14.1 Introduction = 253
• 14.2 GEOs, MEOs and LEOs = 253
• 14.3 Visibility coverage = 254
• 14.4 Latency = 256
• 14.5 Jitter = 258
• 14.6 Interference = 259
• 14.7 Handsets = 260
• 14.8 TCP／IP issues = 260
• 14.9 Tropospheric propagation = 263
• 14.10 Satellite-to-satellite communication = 265
• 14.11 Broadcast TV download systems = 266
• 14.12 Summary = 266
• Section Ⅳ Customer impact = 269
• 15 Service surround and customer relationship management = 271
• 15.1 Introduction = 271
• 15.2 Customer expectations and requirements = 272
• 15.3 Customer perception = 273
• 15.4 Customer care = 276
• 15.5 Value add from service surround = 277
• 15.6 Service surround processes = 281
• 15.7 Service support systems design principles = 282
• 15.8 Impact of people = 287
• 15.9 The pivotal position of the call centre = 290
• 15.10 Dimensioning of a call centre = 294
• 15.11 Evolution towards multimedia contact centres = 295
• 15.12 Customer relationship management = 296
• 15.13 Measurement of service quality = 297
• 15.14 Summary = 299
• 15.15 References = 300
• 16 Numbering and billing = 301
• 16.1 Introduction = 301
• 16.2 Numbering = 301
• 16.3 Billing = 316
• 16.4 Summary = 320
• 16.5 References = 320
• 17 Ergonomic considerations in the design of products and services = 323
• 17.1 Introduction = 323
• 17.2 Frameworks for understanding the response of the end user = 324
• 17.3 Case studies of multimedia applications = 326
• 17.4 Lessons for the design of multimedia products = 332
• 17.5 Towards a user-centred approach for the creation of end user applications = 333
• 17.6 Summary = 336
• 17.7 References = 336
• 18 Telecommunication services for people with disabilities = 339
• 18.1 Introduction = 339
• 18.2 Who are the disabled? = 339
• 18.3 The disabled as a market opportunity for Telcos = 342
• 18.4 Legislative and regulatory provisions = 342
• 18.5 Telco services as seen by some of the key disability types = 344
• 18.6 The implications of disability issues for Telco's internal processes = 351
• 18.7 International collaboration and standards = 352
• 18.8 Summary = 353
• 18.9 References = 353
• Section Ⅴ External drivers = 355
• 19 Role of consumer and user groups = 357
• 19.1 Introduction = 357
• 19.2 Principal issues of users = 358
• 19.3 Possible contribution by user groups for the future = 361
• 19.4 Guidelines for the formation of user groups = 363
• 19.5 Summary = 364
• 19.6 References = 364
• 20 Role of regulation = 369
• 20.1 Introduction = 369
• 20.2 Regulatory considerations = 369
• 20.3 Regulation and QoS in the UK = 375
• 20.4 QoS issues and regulation in the USA = 375
• 20.5 QoS issues and regulation in European Union member countries = 382
• 20.6 Future of regulation = 384
• 20.7 Profile of an ideal regulator's role on matters of quality = 385
• 20.8 Summary = 387
• 20.9 References = 387
• 21 Role of standards = 391
• 21.1 Introduction = 391
• 21.2 Beneficiaries of standards = 392
• 21.3 Review of standards bodies = 393
• 21.4 A methodology for the development of standards = 397
• 21.5 Mapping and review of ITU-T Recommendations on QoS for a legacy service - basic telephony over PSTN = 399
• 21.6 Standards for emerging services = 402
• 21.7 Future role for standards bodies = 402
• 21.8 Summary = 405
• 21.9 References = 406
• Section Ⅵ Management of QoS = 409
• 22 Comparisons of performance = 411
• 22.1 Introduction = 411
• 22.2 Categories of comparisons = 411
• 22.3 National comparisons = 414
• 22.4 International comparisons = 415
• 22.5 Management of comparisons of QoS = 420
• 22.6 Proposed parameters for basic telephony = 422
• 22.7 Parameters for other services = 423
• 22.8 Summary = 423
• 22.9 References = 423
• 23 Economics of quality of service = 425
• 23.1 Introduction = 425
• 23.2 Cost of quality = 425
• 23.3 Prevention costs = 426
• 23.4 Failure costs = 435
• 23.5 Appraisal costs = 441
• 23.6 Benefits = 441
• 23.7 QoS model = 446
• 23.8 Summary = 446
• 23.9 References = 447
• 24 Telecommunications security = 449
• 24.1 Introduction = 449
• 24.2 Protect, detect, react and deter = 449
• 24.3 Confidentiality, integrity and availability = 451
• 24.4 Trust = 451
• 24.5 Threats and vulnerabilities = 452
• 24.6 Some drivers for change = 461
• 24.7 Information Warfare = 464
• 24.8 The role of policy = 468
• 24.9 Prosecution = 469
• 24.10 Summary = 471
• 24.11 References = 471
• 25 Telecommunications fraud = 473
• 25.1 Introduction = 473
• 25.2 Cost of fraud = 475
• 25.3 Scene setting = 476
• 25.4 The effect of products on fraud = 476
• 25.5 Subscription fraud and call selling = 476
• 25.6 Access network fraud = 479
• 25.7 Payphones = 479
• 25.8 Staff fraud = 479
• 25.9 PBX fraud = 481
• 25.10 Split revenue services - premium rate, revenue share, audiotex(t) = 488
• 25.11 Card fraud - calling card, prepay card and credit card = 491
• 25.12 Signalling fraud = 491
• 25.13 International collect call fraud = 492
• 25.14 Boxes = 493
• 25.15 Fraud detection systems = 493
• 25.16 What of the future for fraud? = 494
• 25.17 Summary = 494
• 25.18 References = 495
• 26 Management of Quality of Service = 497
• 26.1 Introduction = 497
• 26.2 Focusing on the issues = 497
• 26.3 Developing an action plan = 498
• 26.4 Organisational structure = 503
• 26.5 Changing the philosophy of management = 503
• 26.6 Summary = 505
• Section Ⅶ Future? = 507
• 27 Architectural framework for study of Quality of Service = 509
• 27.1 Introduction = 509
• 27.2 Benefits of an internationally agreed architectural framework for the study and management of QoS = 509
• 27.3 Requirements of an ideal architectural framework for the study and management of QoS = 510
• 27.4 Proposal for an architectural framework = 510
• 27.5 ITU-T Recommendation G 1000 and future work = 518
• 27.6 Summary = 519
• 27.7 References = 519
• 28 Quality of Service, the future = 521
• 28.1 Introduction = 521
• 28.2 Evolution of the environment = 521
• 28.3 The Internet = 523
• 28.4 Information value chain = 525
• 28.5 E-commerce = 530
• 28.6 Intelligent home = 534
• 28.7 Summary = 535
• 28.8 References = 536
• Appendix 1 Quality parameters of diamond = 539
• Appendix 2 Quality and TQM = 541
• A2.1 References = 543
• Appendix 3 Template for a typical service level agreement = 545
• Appendix 4 Cell descriptions on the matrix to facilitate capture of Quality of Service criteria = 549
• A4.1 Sales = 549
• A4.2 Provision of service = 551
• A4.3 Alteration to a service = 552
• A4.4 Service support = 553
• A4.5 Repair = 554
• A4.6 Cessation = 555
• A4.7 Connection establishment = 556
• A4.8 Information transfer = 557
• A4.9 Connection release = 558
• A4.10 Charging／Billing = 559
• A4.11 Network／service management by customer = 560
• Appendix 5 Sample questionnaire to capture customers' Quality of Service requirements = 561
• Appendix 6 Typical Quality of Service parameters／criteria for telecommunication services = 567
• A6.1 Basic telephony = 567
• A6.2 Mobile communication services - telephony = 568
• A6.3 Voice over IP(VoIP) = 568
• A6.4 Internet access = 568
• A6.5 E-mail = 569
• Appendix 7 Regulatory requirements on service performance to be reported on a regular basis in the UK = 575
• Appendix 8 Regulatory requirements on service performance to be reported on a regular basis in Australia = 579
• A8.1 Basic telephony = 579
• A8.2 Internet = 580
• A8.3 Mobile telephone network services parameters = 581
• A8.4 References = 581
• Appendix 9 Regulatory requirements on service performance to be reported on a regular basis in the USA = 583
• A9.1 National level = 583
• A9.2 State level = 585
• A9.3 References = 587
• Appendix 10 Fault incidence and repair time : OECD member countries - 1999 = 589
• Appendix 11 Sustaining supplier services = 591
• A11.1 Introduction = 591
• A11.2 A case study = 591
• A11.3 Proposals for the customers = 593
• A11.4 Summary = 596
• Index = 597