Abstract :
In the telecommunications industry of today and tomorrow, service is and will increasingly become a key element in the value proposition, and a key vehicle of competitive advantage. The network has a key role to play in this scenario. Other elements of central importance include the efficiency and flexibility of the supplier´s business processes; the effectiveness of the IT applications and databases which support them; and the quality and values of the people through whom customers interface with suppliers. The most highly valued elements of service, assessed from the viewpoint of a large corporate customer are seen as speed and flexibility of configuration, reliability (as distinct from service availability), and control
