Towards the Total quality in the telecommunications field

Abstract

This article consists of a bibliographic review covering some elements related to the total quality management and specifically to the quality of services in the telecommunications field. The ISO 9001 standard specifies requirements that organizations must meet in order for their management system to be as efficient as possible, and based on these criteria, the TL 9000 standard emerges, putting them at the service of Telecom companies. The ITU is the international organization, par excellence, responsible for standardizing and regulating the elements integrating the telecommunication systems. It issues recommendations as to the technical standards that networking and system designs must meet, as well as the more general quality of service dimensions, on which some of the assessment models or procedures are based, designed by different authors for this sector. In the reviewed assessment models there is no particular emphasis on customers’ requirements in the design of the services nor the measure of convergence of this with the different
viewpoints associated to the quality of the services, aspect covered by the ITU in the proposed general model.