CONTENTS

 1     Scope
 2     References
 3     Definitions
 4     Abbreviations and Acronyms
 5     Communications Quality of Service: A framework and approach
        5.1     An elaboration on definitions for Quality and Quality of Service
        5.2     A framework for the quality of communications services
        5.3     Matrix for the determination of communications QoS criteria
        5.4     Relationship between QoS and Network performance
        5.5     Four viewpoints of QoS
                  5.5.1     Customer's requirements of QoS
                  5.5.2     QoS offered by the service provider
                  5.5.3     QoS achieved or delivered by the service provider
                  5.5.4     QoS perceived by the customer
        5.6     Relationship between the four viewpoints of QoS
        5.7     The Challenge of IP-related QoS
 6     Conclusion
Appendix I – Bibliography