Antony Oodan is a consultant on QoS in telecommunications. He spent 25 years with BT, where he was responsible for network performance measures. Prior to that, he was involved in the development of long life thermionic tubes for special applications, including the transatlantic cable. He is a physics graduate, a Chartered Manager and a Member of the IEEE.Keith Ward has been Visiting Professor of Telecommunications Business at University College London since January 1992. Prior to that, he spent 44 years with BT, progressing from engineering apprentice to Chief Engineer.Catherine Savolaine is manager of the Service Performance Assurance Division of AT&T. She is responsible for quality planning and evaluation on service offerings over IP networks and hybrid IP/circuit switched networks. Ms Savolaine gained her BA in mathematics from Grove City College and MS in mathematics from Drexel University.Dr Mahmoud Daneshmand is Technology Leader, Chief Scientist Organization at AT&T Labs. He is also Affiliate Professor of the School of Technology Management and Adjunct professor of Computer Science at the Stevens Institute of Technology. Dr Daneshmand has a PhD and MA in statistics from UC Berkeley and an MS and BS in mathematics from the University of Tehran.Peter Hoath is Head of Security at BT Retail. For almost 30 years with BT, he has been involved with network, product and system security and integrity and has represented BT in security forums both in the UK and internationally.

• Section I: Introduction to Quality of ServiceChapter 1: QualityChapter 2: Quality of Service in telecommunicationsSection II: FrameworkChapter 3: Four viewpoints of Quality of ServiceChapter 4: Customers' Quality of Service requirementsChapter 5: Quality of Service offered/planned by the service providerChapter 6: Quality of Service delivered by the service providerChapter 7: Customer's perception of Quality of ServiceSection III: Existing and emerging network and servicesChapter 8: Network evolution and its performanceChapter 9: Network performance engineering of legacy networksChapter 10: Internet, Internet services and Quality of Service frameworkChapter 11: Quality of Service for real-time Internet applicationsChapter 12: Quality of Service for non-real-time Internet applicationsChapter 13: Quality of Service in mobile communication systemsChapter 14: Quality of Service of satellite communicationsSection IV: Customer impactChapter 15: Service surround and customer relationship managementChapter 16: Numbering and billingChapter 17: Ergonomic considerations in the design of products and servicesChapter 18: Telecommunication services for people with disabilitiesSection V: External driversChapter 19: Role of consumer and user groupsChapter 20: Role of regulationChapter 21: Role of standardsSection VI: Management of QoSChapter 22: Comparisons of performanceChapter 23: Economics of quality of serviceChapter 24: Telecommunications securityChapter 25: Telecommunications fraudChapter 26: Management of Quality of ServiceSection VII: Future?Chapter 27: Architectural framework for study of Quality of ServiceChapter 28: Quality of Service, the futureAppendices