| NOTAS: | "In today's fiercely competitive environment, building customer loyalty through satisfaction is key to achieving market share and profitability. Coupled with the drive to reduce the 'cost to serve', it presents operators with the dilemma of how to balance such conflicting requirements. The problem is exacerbated by the need to react to the demands of an ever changing market, together with the entry of a new set of competitors from the information industry. Dealing with such problems requires a through understanding of all dimensions of quality of service, a subject that historically has received little exposure. The book, the first to address this important subject, is written by three experts with over 100 years of operational experience in the telecommunications industry between them. It offers a clear, comprehensive and authoritative guide to the current and future key issues surroding the subject. Focusing on the customer perspective, it includes a methodology for the management of the quality of telecommunications services, resolves the confusion between network performance and quality of service, and deals with the importance of service surround." |
