If you need to get to grips with QoS, this is the place to start.

Quality of Service (QoS) is continuously growing in importance in the telecommunications industry because competition is growing fiercer by the day. By drawing on 30 years of experience, William C. Hardy explains how to examine specific tools and techniques that he has developed for the measurement and evaluation of QoS and understand the underlying analysis perspectives and methodologies.

• Details the basic concepts of QoS, together with the methodologies for organizing, structuring, and carrying out analyses of QoS from scratch.
• Describes the atttributes of the telecommunications service that determine user perception of quality in non-technical terms.
• Discusses specific measures, measurement techniques and evaluation criteria for all of the factors that affect user perception of QoS.
• Addresses user concerns including: