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Measurement of software service quality for large telecommunications systems

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1 Author(s)
Hudepohl, J.P. ; Northern Telecom Inc., Research Triangle Park, NC, USA

Attention is given to software service quality measurement in the telecommunications switching environment. Environment dynamics and the composition of customer satisfaction are explained. Measurements are made at gaps in the software delivery process, and management is responsible for the success of the measurement process. It is concluded that software service quality measurement can be a strategic tool that can help increase a supplier's competitiveness

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Selected Areas in Communications, IEEE Journal on  (Volume:8 ,  Issue: 2 )