A TQM-Based Approach to QoS Management |
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| Authors: | Yannis I Manolessos George N Prezerakos Apostolos Meliones Michael E Theologou |
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| Affiliation: | (1) Electrical and Computer Engineering Department, Computer Science Division, National Technical University of Athens, 9 Heroon Polytechniou str., 157 73 Athens, Greece;(2) Electrical and Computer Engineering Department, Computer Science Division, National Technical University of Athens, 9 Heroon Polytechniou str., 157 73 Athens, Greece |
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| Abstract: | Total Quality Management (TQM) is one of the most interesting and effective concepts of management. Although, as of today, it has been extensively applied to manufacturing and industrial sectors, TQM principles have not received wide acceptance in the area of Telecommunications Network and Service Management. Application of those principles in Telecommunications can be facilitated by employing pertinent techniques and tools. This paper focuses on aspects of the performance management of Telecommunications Networks and Services. As basic quality control mechanisms, two versions of a Dynamic Scaling Service (DSS) are used to regulate the end-user perceived quality: a Crisp DSS and a Fuzzy Logic DSS. A quality-oriented user behavior model is built and a comparative study between the different quality control schemes is presented. Concluding, the paper delineates the scope of TQM with respect to QoS management in telecommunications. |
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| Keywords: | Total quality management network management service management quality-of-service (QoS) |
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