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Tactful Management Research Journal
ISSN :2319-7943
Impact Factor : 2.1632 (UIF)
Vol. 3 | Issue. 6 | March 2015
Available online at [Link]

WHITE PAPER ON TELECOM INDUSTRY IN INDIA

Kunal S Badade 1 and Jaideep Jadhav 2

1
Vice-Principal and Head, Department of College of Commerce, Latur .
2
Head, MIT School of Telecom Management, Kothrud, Pune,

Abstract:- About Telecom Sector in India:

India is the world’s second-largest telecommunications market. The telecom
infrastructure in India is expected to increase at a compound annual growth rate (CAGR) of 20
% during the period 2008–2015 to reach 571,000 towers in 2015.
The telecommunications industry attracted foreign direct investments (FDI) worth
US$ 12,889 million in the period April 2000–September 2013, according to data published by
Department of Industrial Policy and Promotion (DIPP).
The country’s GSM operators added 1.66 million rural subscribers in October, taking
their overall user base to 274.32 million, according to data released by the Cellular Operators’
Association of India (COAI). The telecom companies are looking at rural India to add users and
revenues.

Keywords:Telecom Industry , foreign direct investments (FDI) , Industrial Policy .

1. 1 Highlights of the Indian Telecom Sector:

1.2. Advantage for India:

Kunal S Badade 1 and Jaideep Jadhav 2,“WHITE PAPER ON TELECOM INDUSTRY IN INDIA” Tactful Management Research
Journal | Volume 3 | Issue 6 | March 2015 , Online & Print

1
.WHITE PAPER ON TELECOM INDUSTRY IN INDIA

Market Dynamics:

India could emerge as a low-cost hub for testing security-sensitive IT products used in telephone and other
critical infrastructure networks, with the country being recently given the 'authorizing member nation' status in the
Common Criteria Recognition Arrangement (CCRA). Laboratories in India could offer testing services at much
lower costs compared to other CCRA labs in Western markets, highlighted Mr. Rajan Mathews, Director General,
and COAI – the industry body representing GSM operators.
India has over 50 % mobile-only internet users, possibly the world’s highest compared to 20–25 % across
developed countries, according to Avendus Capital. More so, gaining impetus from the increasing penetration of
smartphones and a whole host of mobile-only content, the Indian mobile advertising market is estimated to reach Rs.
2,800 crore (US$ 457.52 million) by 2016 from the current Rs. 180 crore (US$ 29.41 million).
Increasing demand for smart phones and availability of high speed networks, such as 3G and 4G services,
has resulted in the rapid growth of the Indian market, besides offering immense opportunities to players involved in
the business. The RNCOS’ research study, ‘Indian Mobile Gaming Market Forecast to 2017’ estimated the market to
reach Rest. 18.5 billion (US$ 302.28 million) in 2017 and grow at a CAGR of nearly 24 % during the period
2013–2017.

Source: Telecom Regulatory Authority of India, data as of March 2013

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Worldwide, India is currently the second-largest telecommunication market and has the third highest
number of internet users, India’s telephone subscriber base expanded at a CAGR of 26.8 % to 895.5 million during
2007-12, teledensity (defined as the number of telephone connections for every hundred individuals) increased from
23.9 in 2007 to 73.3 in 2012, In March 2013, the total telephone subscription was 898 million, while teledensity was
73.3.

Source: Telecom Regulatory Authority of India

Indian telecom sector’s revenue grew by 13.4 % to USD64.1 billion in FY12. Wireless and wireline
revenue increased at a CAGR of 11.9 % to USD40.8 billion over FY07-12. Revenues from the telecom equipment
segment in FY12 stood at USD23.5 billion as compared to USD23.4 billion in FY11 For 9M’13, the telecom sector’s
revenue grew to USD30.6 billion.

TELECOMM MARKET IS SPLIT INTO 3 SEGMENTS:

[Link] (wireless):

Comprises establishments operating and maintaining switching and transmission facilities to provide
direct communications via airwaves

[Link] line (wire line):

Consists of companies that operate and maintain switching and transmission facilities to provide direct
communications through landlines, microwave or a combination of landlines and satellite link-ups

[Link] service:

Includes internet service providers (ISPs) that offer broadband internet connections through consumer and
corporate channels

Indian Telecomm Market is Dominated by Wireless Segment:

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5.2.5 Source: Telecom Regulatory Authority of India ,notes: 2013* - data as of March 2013

India’s telephone subscriber base reached 898 million in March 2013. The wireless segment (96.6% of total
telephone subscriptions) dominates the market, while the wireline segment accounts for the rest. Urban regions
account for 61.1 % of telecom subscriptions, while rural areas constitute the remaining. Wireless subscriptions have
shown robust growth over the years.

Source: Telecom Regulatory Authority of India, data as of March 2013

During 2006–12, wireless subscriptions increased at a CAGR of 34.0 % to 864.7 million. In 2013, while
urban wireless teledensity stood at 140.7, rural teledensity stood at 40.2 the subscriber base declined slightly due to
disconnection of inactive mobile subscribers.

1.7 Growth in Wireless Tele-density:

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Source: Telecom Regulatory Authority of India, notes: Teledensity - The number of telephone lines for every 100
people in a country, GSM - Global System for Mobile Communications, 2013* - data as of March 2013

The mobile segment’s teledensity surged 5.3x from 13.5 % in 2006 to 70.9 % in 2013. GSM services
continue to dominate the wireless market with an 88.1 % share (June 2012); CDMA accounts for the remaining 10.9
%

1.8 Wireless Market Share in Terms of Total Subscribers (%):

Source: Telecom Regulatory Authority of India, Data as of March 2013

Bharti Airtel is the market leader, with a 21.7 % share of total subscription; Vodafone follows with a 17.6 %
share market share .The top five players – Bharti Airtel, Vodafone, Reliance, Idea, and BSNL – account for over 79 %
of the total subscribers

1.9 Fixed Line Market Share (2013):

Source: Telecom Regulatory Authority of India, Data as of March 2013

Total fixed line subscription stood at 30.2 million, while teledensity reached 2.5 % due to wide usability of
wireless segment in 2013
BSNL is the market leader with a 67.7 % share followed by MTNL with 11.5 % market share. BSNL,
MTNL, and Bharti together account for 90 % of the total fixed-line market.

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1.10 Internet Subscriptions (in Million):

Source: Telecom Regulatory Authority of India, Business Monitor International

The number of Internet subscribers increased at a CAGR of 19.7 % to 25.3 million in 2012 from 8.6 million
in 2006. By 2016, internet subscriptions are expected to rise to 215.0 million, with a penetration rate of 16.2 %. Total
internet service provider’s revenues stood at USD2.2 billion in 2012, CAGR of 12.2 % over 2009-12.

1.11Broadband Subscriptions (in Million):

Source: Telecom Regulatory Authority of India, Business Monitor International

Broadband subscription increased at a CAGR of 38.8 % during 2006–12. Growth is set to pick up pace even
further; the market is set to post a CAGR of 72.1 % during 2011–15, with subscriptions increasing to 117.6 million
by end-2015. Broadband subscription was 15.1 million as of March 2013. BSNL has the largest share (66.0 %) of the
total broadband market. Bharti Airtel has the second-largest share (9.3 %) of the total broadband market

1.12 Key Companies in the Market:

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Company Ownership Presence

Mahanagar Telephone Government (56.3 %) Fixed line and mobile telephony (in Delhi
Nigam Ltd (MTNL) and Mumbai), data and internet

Bharat Sanchar Nigam Government (100 %) Fixed line and mobile telephony (GSM –
Ltd (BSNL) outside Delhi and Mumbai), data and
internet in 22 circles
Reliance ADAG Group (approximately Mobile (CDMA) and Broadband
communications 67.9 %)
Bharti Airtel Bharti Group(45.7), Pastel Ltd Broadband and mobile (GSM) in 22
(15.57 %), LIC India (4.3 %) circles
Vodafone Essar Vodafone (74 %), Telecom Broadband and mobile (GSM) in 22
Investment India (19.5 %) circles

Notable trends in the Indian telecom sector:

•The green telecom concept aims at reducing the carbon footprint of the telecom industry through reduced energy
consumption.
•TRAI initiated a consultation process in May 2010, requesting inputs from firms across the telecom value chain to
provide recommendations on green telecom’s framework and implementation
•There are over 62,443 uncovered villages in India; these would be provided with village telephone facility with
subsidy support from the government’s Universal Service Obligation Fund (thereby increasing rural teledensity)
•In February 2013, the rural subscriber base accounted for 38.9 % of the total subscriber base, thereby fuelling the
sector’s growth
•BWA technologies such as WiMAX have been among the most significant recent developments in wireless
communication
•WiMAX is expected to have attracted around 8 to 10 million subscribers and account for around USD1–1.5 billion
in 2012.
•The Telecom Commission (TC) is likely to set up a Telecom Finance Corporation (TFC) for channeling funding for
telecom projects at competitive rates in order to facilitate investment in the sector
•To boost local research and manufacturing of telecom products, the government has proposed an investment of
USD32.2 billion in three phases: i) USD9.2 billion to the Telecom Research and Development Fund, ii) USD4.6
billion for the Telecom Entrepreneurship Promotion Fund, and iii) USD18.4 billion to the Telecom Manufacturing
Promotion Fund during the 12th Five Year Plan
•As part of the recent outsourcing trend, operators have outsourced functions such as network maintenance, IT
operations, and customer service
•During November 2012, 4.7 million mobile banking transactions were reported, up 6.4 % from a year ago
•Availability of affordable smartphones is expected to boost the growth of various transactions conducted via phones

1.13 Benefits from Rising Incomes, Growing Young Population:

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Notes: FDI - Foreign Direct Investment; MOU - Minutes of Use per month and per subscriber; M&A - Mergers
and Acquisitions

Rising incomes has been a key determinant of demand growth in the telecommunication sector in India.
Nominal per capita income is estimated (IMF) to have recorded a CAGR of 11.2 % over 2000–12 (USD1491.9).
Strong income growth is set to continue; IMF forecasts indicate a CAGR of 7.0 % during 2012-17 (to USD2,095.1)

Source: IMF

1.14 Rising Per Capita Income in India (USD):

The emergence of an affluent middle class is triggering demand for the mobile and internet segments. A
young and growing population is aiding this trend (especially demand for smart phones)

Increasing Internet Revenue and Subscription:

Source: Deloitte, MVAS - Mobile Value-Added Services

1. 15 MVAS Revenues (in USD billion)

The MVAS industry is expected to expand to USD5.4 billion by 2013 from USD2.0 billion in 2011,
representing a CAGR of 27.2 %. The share of non-voice revenues, which currently stand at around 10 % of telecom
operators’ revenues, is estimated to rise to over 30 % in the next five to seven years. A decline in smartphone prices
and data subscription rates is likely to drive the demand for MVAS. Minutes of usage of dial-up internet access
increased to 411 in 2010 from 205 in 2006, a CAGR of 19 %

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Policies that Leads to Development:

•The Government of India plans to cut license fees up to 33 % for operators that cover services for over 95 % of the
residential areas in a calling circle
•The issuance of several international and national long-distance licenses has created opportunities and attracted
new companies into the market
•During May 2012, the Union Cabinet declared to abolish roaming charges and allow mobile number portability
even outside designated circles (without having to pay extra charges)
•This policy is expected to become effective from October 2013
•FDI of up to 74 % is allowed in basic and cellular, unified access, national/international long distance, and V-Sat
services as well as public mobile radio trucked services
•FDI of up to 100 % is permitted for infrastructure providers offering dark fiber, electronic mail and voice mail
•In August 2008, the Department of Telecommunication ( DoT) allowed operators to use WiMAX networks as an
alternative to cable and DSL to offer voice services
•This would enable faster delivery of wireless broadband services
•The Department of Information Technology intends to set up over 1 million internet-enabled common service
centers across India as per the National e-Governance Plan
•The USOF identified 5,000 villages, and is in the process of developing a scheme to connect through wireless
broadband
•It also intends to provide 888,832 broadband connections in rural areas by 2014
•The USOF also has plans to strengthen the OFC network in rural and remote areas
•The USOF is expected to extend financial support to operators providing service in rural areas and encourage active
infrastructure sharing among the operators
•An increase in the prescribed limit on spectrum from 6.2MHz to 2x8 MHz (paired spectrum) for GSM technology
in all areas other than Delhi and Mumbai where it will be 2x10MHz (paired spectrum)
•Telecom players can however obtain additional frequency; there will be an auction of spectrum subject to the limits
prescribed for merger of licenses
•The government has recommend a liberal norm of up to 35 % market share for the resultant entity as "safe harbor"
for the mergers and acquisition in the Indian telecom sector subject to the presence of 12 or more service providers in
that circle
•If the spectrum held by the combined entity exceeds the prescribed limit after the merger, the excess spectrum must
be surrendered within a year of the merger being permitted

1.16 Foreign Investment:

Department of Industrial Policy & Promotion, Note: FY13* - Data mentioned is from April 2012 - January 2013

Cumulative FDI Inflows into Telecommunication (USD billion)

Cumulative FDI inflows into the telecom sector over FY01-FY13 amounted to USD287 billion. During
this period, FDI into the sector accounted for an 6.6 per cent share of total FDI inflows into the country FDI inflow
stood at USD93 million for April 2012-February 2013 and is expected to touch USD100 million by Fy13.

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GROWTH STRATEGIES FOR PLAYERS:

•ZTE Telecom India, the wholly owned subsidiary of China’s ZTE Corp, entered into an exclusive agreement with
Pune-based Calyx Group to market and distribute its products across India
•ZTE plans to enter the Indian smartphone market with five models priced at USD107–275
•It also plans to introduce tablet PCs in the Indian market after the smartphone launch
•To tap the growth in broadband technologies and infrastructure expansion, Reliance Jio Infocomm and Vodafone
entered into an agreement to build and maintain an 8,000 km submarine telecom and data cable system
•The system is expected to be operational by 2014 and would connect six countries through landing points in Oman,
UAE, India (Mumbai and Chennai), Sri Lanka, Malaysia and Singapore
•Vodafone India and ICICI Bank launched M-Pesa, a service for mobile money transfer and payment
•The service would allow customers to transfer money to any mobile phone in India, debit and deposit funds,
withdraw cash from designated outlets, pay bills, and shop at select merchant establishments. M-Pesa would be
available across India in the next 12–18 months

Opportunities Across Segments in the Telecommunication Industry:

•Increasing mobile subscribers:

•The number of wireless subscribers is expected to reach approximately 1.2 billion by 2016. Of the total subscribers,
around 55 % are likely to be from urban areas and the rest would be rural subscribers (45 %)
•Untapped rural markets:
•The rural teledensity is expected to reach 70 % by 2017 from the 41 % as of March 2013. Rural telecom users are set
to account for over 60 % of the handsets market (by volume) by 2012.
•Rising internet penetration:
•The Internet penetration is expected to grow steadily and is expected to be bolstered by government policy. The
current broadband penetration rate is 1.5 % and is likely to be 9.4 % by 2015. The country is expected to feature
among the top 10 broadband markets by 2013
•Development of telecom infrastructure:
•Telecom infrastructure is expected to increase at a CAGR of 20 % during 2008–15 to reach 571,000 towers in 2015.
TRAI has made several recommendations for the development of telecom infrastructure including tax benefits and
recognizing telecom infrastructure as essential infrastructure
•Growth in MVAS and Cloud computing:
•The Indian Mobile Value-Added Services (MVAS) industry is expected to reach USD5.8 billion by 2013, from
USD2.0 billion in 2009. The Indian cloud computing market is expected to grow at a CAGR of 76 % over the period
till 2012 (to USD15-18 billion)
•Telecom equipment market:
•The production of electronic and related equipment touched USD19.8 billion in FY12. It is anticipated to reach
USD52.0 billion by 2020. NTP 2012 is likely to fuel further growth with its ‘Broad for all’ schemes and policies to
increase rural penetration

Key Developments & Investments:

•Vodafone India, the local arm of UK's Vodafone Group Plc., plans to spend around Rest. 7,000 crore (US$ 1.14
billion) in the country, in addition to its annual capex of Rs. 5,000 crore (US$ 817 million) over the next few years, to
expand its data network and coverage, said Mr Marten Pieters, CEO, Managing Director, Vodafone India.
•ZTE Corp is targeting US$ 800 million revenue from India next year. The company expects a significant portion of
the revenue growth to come from its handset business. In addition, ZTE has bagged a deal to manage Airtel’s 4G
network in Kolkata and Punjab.
•The Chennai-based mobile phone retailers, UniverCell will double its retail footprint to 1,000 outlets by the end of
March 2015 from the present 500.
•Viom Networks is looking to add between 1,500 and 2,000 mobile towers by this fiscal end. The company is
expected to invest approximately Rs. 150 crore (US$ 24.51 million).
•Micromax will start assembling phones at its Rudrapur plant by the first quarter of 2014. The facility employs over
400 people.

Government Initiatives

An empowered group of ministers (EGoM) has cleared the mergers and acquisitions (M&A) guidelines for
the telecommunication sector, in order to encourage consolidation in the sector.
The Telecom Commission has ratified the Rs. 5,000 crore (US$ 817 million) government proposal to give

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away 2.5 crore mobile handsets at subsidized prices.

The telecom tower provider industry has been granted the 'infrastructure' status, a move that will make
tower providers eligible for viability gap funding, higher limit on external commercial borrowings (ECBs), lower
import duties and exemptions on excise duty on telecom infrastructure equipment.
The Government of India's decision to allow 100 % foreign direct investment (FDI) in telecommunication
sector will enable foreign telecommunication companies to buy out their Indian partners. At present, India permits
up to 74 % FDI in the sector – 49 % through the automatic route and the rest after Foreign Investment Promotion
Board (FIPB) approval.
The Government intends to make India a teleport hub, enabling it to become an up-linking/down-linking
center. The initiative is expected to facilitate foreign investments, better technology and sustainable employment
opportunities in the country. The Government has recently given its nod to 74 % of FDI in DTH, IPTV, and mobile
TV.
According to the new guidelines issued by the DoT, foreign entities can participate in the 2G auctions
directly and obtain a license. The initiative is expected to make the upcoming auctions more attractive to certain
foreign players such as Telenor, which wanted to bid directly without an Indian partner in the auctions. There will be
a lock-in period of three years.

The Future outlook:

The DoT will encourage telecom service providers to share their infrastructure, according to Mr. M F
Farooqui, Telecomm Secretary, and Government of India. The telecom industry and the Government need to work
together to attract investments and exploit advances in technology. With the success in voice-connectivity being
carried forward to data and emerging technologies including cloud computing, the government is targeting
broadband connectivity from 15 million currently to over 600 million in 2020.
On the back of the ongoing investments into infrastructure, the country is projected to witness high
penetration of internet, broadband, and mobile subscribers in the near future. Various policy initiatives by the Indian
government have led to a complete transformation of the industry in the last decade. It has achieved a phenomenal
growth during the last few years and is poised to grow further.

List of Key Words

S.N Keyword Description
A/An shop/entity located in Route/Beat plan that performs at least 5
1 Active/Transacting Outlets transactions like electronic recharge to subscribers or end-users in a
month for a service provider
Is the measure of the revenue generated by one customer typically
per year or month? In the telecom industry ARPU includes not only
ARPU (Average revenue per
2 the revenues billed to the customer each month for usage, but also
user)
the revenue generated from broadband usage, payable within the
regulatory interconnection regime
In computer networks, bandwidth is often used as a synonym for
data transfer rate-the amount of data that can be carried from one
3 Bandwidth
point to another in a given time period (usually a second). This kind
of bandwidth is usually expressed in bits (of data) per second (bps)
Beat Plan denotes group of select outlets out of entire retail
4 Beat Plan
universe to be covered as per the plan
Refers to the wide bandwidth characteristics of a transmission
medium and its ability to transport multiple signals and traffic types
5 Broadband
simultaneously. The medium can be coax, optical fibre, twisted pair
or wireless
A covering, usually of cloth, suspended over a thrown or held aloft
6 Canopy promotion on poles above person. It is used for promotional activities, to
educate end users and create brand visibility
Core Skills or Generic Skills are a group of skills that are key to
learning and working in today's world. These skills are typically
7 Core Skills or Generic Skills needed in any work environment. In the context of the OS , these
include communication related skills that are applicable to most job
roles

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A practice of selling among or between established clients,

8 Cross Selling markets, traders, etc. or the action or practice of selling an
additional product or service to an existing customer.
It is a process to categorize potential buyer in various categories
9 Customer profiling
such as high profile or low profile buyers.
Description gives a short summary of the unit content. This would
10 Description be helpful to anyone searching on a database to verify that this is
the appropriate OS they are looking for
From the user's perspective, downstream network traffic flows
11 Downstream speed/bandwidth
from ISP/remote location to the local computer.
Is the marketing and selling of products directly to consumers away
12 DSA (Direct sales association)
from a fixed retail location
Stands for "Digital Subscriber Line." It is medium for transferring
data over regular phone lines and can be used to connect to the
13 DSL Internet. However, like a cable modem, a DSL circuit is much
faster than a regular phone connection, even though the wires it
uses are copper like a typical phone line
FAB A selling technique in which a seller ties every feature with an
14
(Features, Advantage, Benefit) advantage or benefit that the customer wants or thinks is desirable.

Function is an activity necessary for achieving the key purpose of

the sector, occupation, or area of work, which can be carried out by
15 Function
a person or a group of persons. Functions are identified through
functional analysis and form the basis of OS
A number that measures the percentage of connections added for an
16 Gross Add operator with relation to the total number of connections added in
the market by operators
Job role defines a unique set of functions that together form a
17 Job role
unique employment opportunity in an organization
Knowledge and Understanding are statements which together
18 Knowledge and Understanding specify the technical, generic, professional and organizational
specific knowledge
NOS (National Occupational NOS are Occupational Standards which apply uniquely in the
19
Standards) Indian context
Occupation is a set of job roles, which perform similar/related set
20 Occupation
of functions in an industry
Organizational Context includes the way the organization is
21 Organizational Context structured and how it operates, including the extent of operative
knowledge managers have of their relevant areas of responsibility
OS specify the standards of performance an individual must
achieve when carrying out a function in the workplace, together
22 OS (Occupational Standards) with the knowledge and understanding they need to meet that
standard consistently. Occupational Standards are applicable both
in the Indian and global contexts
Performance Criteria are statements that together specify the
23 Performance Criteria
standard of performance required when carrying out a task
It refers to a territory sales manager’s monthly plan to visit
24 PJP (Pemanent Journey Plan)
assigned territory
Qualifications Pack comprises the set of OS, together with the
educational, training and other criteria required to perform a job
25 QP (Qualifications Pack)
role. A Qualifications Pack is assigned a unique qualification pack
code

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Qualifications Pack Code is a unique reference code that identifies

26 Qualifications Pack Code
a qualifications pack
A business or person who sells goods/commodities/services to the
27 Retailer
consumer/subscriber/end-user
Route is a geographical location mapped to a sales executive. It
28 Route Plan
may constist one or more beats depending no. of outlets
Scope is the set of statements specifying the range of variables that
29 Scope an individual may have to deal with in carrying out the function
which have a critical impact on the quality of performance required
Sector is a conglomeration of different business operations having
similar businesses and interests. It may also be defined as a distinct
30 Sector
subset of the economy whose components share similar
characteristics and interests
It is an entity, which provides all types of telecom products or
31 Service Provider
services to potential users
Sub-functions are sub-activities essential to fulfill the achieving the
32 Sub Functions
objectives of the function.
Sub-sector is derived from a further breakdown based on the
33 Sub Sector
characteristics and interests of its components.
Sub-functions are sub-activities essential to fulfill the achieving the
34 Sub-functions
objectives of the function
35 Sub-sector Service provider denots or deals with all type of connections
Asking a resident/entity about buying habits, psychographic
36 Suspecting and Prospecting characteristics, and getting him/her interested enough towards
product/service.
37 TAT (Turn Around Time) The time taken to resolve a request or a complaint of the customer
Technical Knowledge is the specific knowledge needed to
38 Technical Knowledge
accomplish specific designated responsibilities
This is a conglomeration of different telecom services such as a
39 Telecom
mobile connection, landline and broadband connections
Unit Code is a unique identifier for an OS unit, which can be
40 Unit Code
denoted with either an ‘O’ or an ‘N’
Unit Title gives a clear overall statement about what the incumbent
41 Unit Title
should be able to do
From the user's perspective, upstream network traffic flows away
42 Upstream bandwidth
from the local computer toward the remote destination.
In the telecom industry, on a conceptual level, value-added services
add value to the standard service offering, spurring the subscriber
to use their phone more and allowing the operator to drive up their
ARPU. For mobile phones, while technologies like SMS, MMS
43 VAS (Value added service)
and data access were historically usually considered value-added
services, but in recent years SMS, MMS and data access have more
and more become core services, and VAS therefore has beginning
to exclude those services

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Pearson Education

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[Link], V.P.(2008), Research Methodology In Management, Himalaya pub. House

[Link],Antony & ward Keith (2003), Telecommunication Quality of Service Management : From legacy
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Pearson Education
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[Link]://[Link]/research/136ade/bwa_business_case
[Link]
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