Abstract

Management of QoS in telecommunications involves identifying the key issues to be managed and formulation of suitable strategies. Such management is not a one-off exercise, but a culture of its own. Companies that lasted the test of time have shown that a key element for their continued success is their commitment to and successful management of quality. Quality is also to be continuously improved and is not a static target to be aimed at. Successful management of quality requires education and reasoned thought. There is scope for the 'quick-fix' and 'fire brigade' type approach these are reserved for unforeseen situations and are not recommended for normal management. Successful management of QoS is both an art and science. The science is in the educated and reasoned approach to the individual problems. The art is in combining the various disciplines in the management of QoS (telecommunications engineering, logistics, economics, statistics, customer relationship management and others) in the correct proportion and weight to develop and implement the necessary action plans. Each service provider has to draw up its own plans based on its strategy to operate in the trading environment based on its own philosophy.

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