Benchmarking Public Community

Benchmarking studies update

ChryssaD1 — Thu, 22 Dec 2011 10:48:54 GMT

Dear colleagues,

this is a note to say that the Billing and Revenue Assurance Maturity model studies have been completed. The Residential and Mobile Performance studies are entering the validation phase and will complete in January.

The Revenue Assurance Performance study is now in the dialog phase and will open in early 2012. Revenue Assurance is clearly a hot topic among our membership and there is already a high level of interest in the study - email benchmarking@tmforum.org to register your interest in participating.

regards,
Chryssa Dislis

RE: Expanding Core Metrics

BerylGraham — Mon, 05 Dec 2011 15:54:53 GMT

Once the miss-understanding is resolved, the original question will also.
Regards,
Beryl Graham

[Benchmarking Public Community] Expanding Core Metrics [#169965]

JohannesMinnaar — Mon, 05 Dec 2011 14:46:55 GMT

Online Teleconf.

Agenda -

i) context - Beryl's overview

ii) Johannes original questions - can it be answered by presentation?

Regards,

Johannes

_____________________________________________
From: Benchmarking Public Community [mailto:benchmarking@community.tmforum.org] On Behalf Of Beryl Graham
Sent: Tuesday, November 29, 2011 8:00 PM
To: johannes.minnaar@ericsson.com
Subject: [Benchmarking Public Community] Expanding Core Metrics [#169965]

Beryl Graham , Business Metrics and Scaffold Development Manager , TM Forum

Hello Johannes/All,
As previously stated, we should hold an overview presentation of the TM Forum Business Metrics Scaffold and Benchmark effort to get everyone grounded. I am not available Dec. 6^th – 7^th at 1600 CET. However, I am available the next day Dec. 8^th at 1600 CET.
I will go ahead and create a GoToMeeting for Dec.8^th and post the detail here. Everyone is welcome. Please try to attend. I can see that it is critical that we have this meeting, since the assumptions in your messages are compounding the initial misunderstanding of the program. Let’s establish the foundation and move forward from there.
Regards,
Beryl Graham
Metrics Development Manager
t +1 858-677-6747
e bgraham@tmforum.org
m +1 858-699-4578
Skype: bgraham_tmforum

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RE: Calculating customer churn

BerylGraham — Tue, 29 Nov 2011 19:00:23 GMT

Hello John/All,
It would seem that an overview of the Forum Business Metrics Scaffold & Benchmarking activities would help explain our focus and constraints. The meetinf invitation can be obtained under the "Expanding Core Metrics" thread.

Hope you can attend.

Regards,
Beryl Graham

RE: Expanding Core Metrics

BerylGraham — Tue, 29 Nov 2011 18:52:53 GMT

Hello Johannes/All,
As previously stated, we should hold an overview presentation of the TM Forum Business Metrics Scaffold and Benchmark effort to get everyone grounded. I am not available Dec. 6^th– 7^th at 1600 CET. However, I am available the next day Dec. 8^th at 1600 CET.
I will go ahead and create a GoToMeeting for Dec.8^thand post the detail here. Everyone is welcome. Please try to attend. I can see that it is critical that we have this meeting, since the assumptions in your messages are compounding the initial misunderstanding of the program. Let’s establish the foundation and move forward from there.
Regards,
Beryl Graham
Metrics Development Manager
t +1 858-677-6747
e bgraham@tmforum.org
m +1 858-699-4578
Skype: bgraham_tmforum

1. Please join my meeting.
https://www1.gotomeeting.com/join/469845545

2. Join the conference call:

Australia: +61 (0) 2 8014 4935
Austria: +43 (0) 7 2088 1402
Belgium: +32 (0) 38 08 1856
Canada: +1 (647) 724-3550
Denmark: +45 (0) 69 91 88 64
Finland: +358 (0) 942 41 5780
France: +33 (0) 182 880 458
Germany: +49 (0) 898 7806 6467
Ireland: +353 (0) 14 845 978
Italy: +39 0 553 98 95 67
Netherlands: +31 (0) 208 080 381
New Zealand: +64 (0) 9 909 7888
Norway: +47 (0) 21 03 58 98
Spain: +34 955 32 0845
Sweden: +46 (0) 313 613 557
Switzerland: +41 (0) 435 0167 08
United Kingdom: +44 (0) 207 151 1851
United States: +1 (215) 383-1010

Access Code: 469-845-545
Audio PIN: Shown after joining the meeting

Meeting ID: 469-845-545

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Re: Calculating customer churn

DeodattaNatekar — Tue, 29 Nov 2011 09:30:13 GMT

Measuring Churn Rate is surely one of the measure to quantify Customer Experience. But customer experience encompasses a lot of other things and many of them are not quantitatively measurable. Many of them are emotional. I was listing down all those possible measurements. Here is my list, any additions will be great value addition to this forum.

1. Churn Rate
2. % of Complaints (# of complaints / total # of customers in given period)
3. Average Time to Resolve
4. Customer satisfaction survey (capturing emotional behavior)

What else ?

Calculating customer churn

JohnW — Tue, 29 Nov 2011 02:10:34 GMT

An interesting new blog post discusses different ways to calculate customer churn and the ramfications of each method. A similar discussion could occur for other metrics:

http://www.shopify.com/technology/4018382-defining-churn-rate-no-really-this-actually-requires-an-entire-blog-post

RE: Expanding Core Metrics

JohannesMinnaar — Mon, 28 Nov 2011 21:23:29 GMT

Hi Beryl,
from your last reponse, it clear that you don't perceive pro-active coordination as your responsibility, but rather writing contributions for / on behalf of specific customers in their own specific areas of interest.

Could you hand-back this request to Toni, or organise that GoToMeeting? It looks like the majority are in Europe/ME/Africa.

From the responses that we've seen, there are a limited community. I've been waiting quite a while now to hear how & whether such simple questions can addressed by another benchmark framework like BPMS.

Allow me to suggest 6 or 7 December @ 16:00 CET (that is 07:00 AM PST).

The limited responses indicate to me that either

a) Most operators have a set of own unique Benchmarks and don't understand where to fit in the BPMS benchmarks, or
b) the original response from Beryl on the questions, indicated that some everyday Sales KPI's/benchmarks requires substantial TMForum Lexicon transformations and detailed presentations to understand BPMS, or
c) benchmarks and how it is measured, is quite sensitive, since the measurement & Management there-of is in itself a differentiator in the industry, or
d)  due it is current structure, the perception is that BPMS is still immature (unfairly/not), or
e) ...

The other scenario would've been that someone simply answered the questions, either referencing to earlier documentation, earlier submissions, logically deducing them to allow such mapping, or even indicating why it was some bad questions from my side ;)

-------------------------------------------------------------------------------------------------------------------------------
From my perspective, I'd be interested to see

1) how/if the BPMS can address my orginal questions, irrespective whether there are some minor initial lexicon differences. The fact that there are differences are not a revelation in this industry and subject.

2) Also, as indicated above, I'm interested in whether the BPMS aims to be  an
    2a) encompassing benchmark framework with a subset of well documented references or
    2b) a detailed reference for a specific subset of benchmarks (ie only those defined domains where we have universally agreed KPI's).


Regards,
Johannes

RE: Expanding Core Metrics

BerylGraham — Mon, 28 Nov 2011 17:57:11 GMT

Hello Vincent / All,
There has been no call arranged for this thread. As I mentioned above, my offer for the TM Forum Business Metrics Overview presentation stands.

I have been asked to make this presentation to 4 organizations with specific areas of interest over the past month. Two of those have been submitted as "Contributions" and will follow that path to publication. The other two are interested in "Global Industry Benchmark Studies" are following the process associated with identifying, defining and obtaining SP approval for inclusion in the TM Forum Business Measurement Scaffold.

If you have an interest in developing Business Performance Measures with a specific focus, please contact me and I will walk you through the process.

Regards,
Beryl Graham
TM Forum Business Metrics and Scaffold Manager
bgraham@tmofum.org
+1 858 677 6747

RE: Expanding Core Metrics

VincentFUNG — Mon, 28 Nov 2011 10:05:25 GMT

Was there a call arranged for this topic? I am particularly interested in customer care metrics, what is the implicit measure of customer interactions related to revenue/margin growth.

RE: Expanding Core Metrics

BerylGraham — Tue, 15 Nov 2011 17:13:15 GMT

Given the limited interest expressed, would a small group GoToMeeting presentation be more suitable to the topic and the geographic distribution? I am located in the Pacific time zone and can start a meeting as early as 0700 PST.

Please let me know what you think.

Regards,
Beryl Graham

RE: Expanding Core Metrics

gasparwosa1 — Mon, 14 Nov 2011 22:04:17 GMT

Good idea. I am in

RE: Networks Occupancy level metrics

BerylGraham — Wed, 26 Oct 2011 14:31:46 GMT

Hello All,
For technical measures, I would suggest either the Qwest Forum or SNO Group (and several others). The TM Forum Business Performance Metrics program is chartered to provide Comparative Benchmark data on "high level" Business performance globally. There are a number of pragmatic reasons for this and I would be available to expand on the foundation drivers for this in a web based meeting if there is sufficient interest from the community.
It is extremely easy to identify a multitude of tech measures. Actually measuring them to obtain comparative performance data from those measures among CSP's, not so much!
Having said that, there is some ongoing collaboration with organizations outside the Forum that specialize in technical measures AND MEASURMENT for internal decision making; Rather than comparative benchmarking.

Please let me know if anyone is interested in an overview of the Forum Benchmarking activities.

Beryl Graham
TM Forum Metrics Development Manager

RE: Networks Occupancy level metrics

LameesAl Dhabooni — Wed, 26 Oct 2011 04:48:18 GMT

Hi

I was thinking the same especially lately I was searching in the web what is the best way to measure and benchmarking technical KPIs or performance top managers tend to see such KPIs

Or at least from TM forum we get “what are the best way to measure and benchmark technical KPIs”

For example the known technical KPIs

Circuit Switch CSSR
TCH Drop Call Rate
TCH Congestion
Throughput DL
TC Congestion
Average DL HSDPA User Throughput
Radio Access Rate
Traffic Blocking Rate
Average Cell DL & UL Throughput per User
Overall OSS Availability
Overall BSS Availability
Overall Applications Uptime
Overall Internet Uptime
Average provisioning time
Oldest CDR waiting in the rating queue
Number Of IT Support Tickets Exceeding Agreed SLAs

I hope that we find something useful related to technical KPIs

Thank you

RE: Networks Occupancy level metrics

BerylGraham — Wed, 26 Oct 2011 03:27:16 GMT

Hi Guillermo,
Thank you for your interest in TM Forum Business Metrics and Benchmark activities. The TM Forum BUSINESS Metrics Program is focussed on business performance measures and we specifically avoid technical measures (such as network performance, capacity, etc.). We strive to develop consensus on measures that apply broadly to the CSP community business performance in support of comparative benchmark studies among their global businesses. To date, there has been very little appetite for more detailed technical measures. It is much more difficult to perform comparative benchmarking when the underlying technologies differ significantly.

Having said that, you may be interested in a specific Business Performance Study currently in progress. This is the anual Broadband benchmark study we have run for the past several years. If you are interested in obtaining more information on the content of, or participation in the study please contact;
Chryssa Dislis via email at cdislis@tmforum.org

Hope This helps,
Beryl Graham
Metrics Development Manager

Networks Occupancy level metrics

JORGEM14 — Wed, 26 Oct 2011 02:18:56 GMT

Are there any metrics about capacity occupation in the networks? specifically, capacity index on home pass, Xdsl networks and TDM telephony network. We have taken internal metrics, but we need to compare them whit the industry standards, in order to indentify if we are in a good position or range.

Any help is highly appreciated.

Guillermo

RE: [Benchmarking Public Community] Expanding Core Metrics [#169965]

MartinWachutka — Tue, 30 Aug 2011 16:52:22 GMT

Hy Beryl/all!

Webinar would be really fine.

Martin

From: Benchmarking Public Community [mailto:benchmarking@community.tmforum.org] On Behalf Of Beryl Graham
Sent: Tuesday, August 30, 2011 6:09 PM
To: Wachutka Martin
Subject: [Benchmarking Public Community] Expanding Core Metrics [#169965]

Beryl Graham , Benchmarking Metrics Development Manager , TM Forum

Hi Keith/All,

If we get a total of 10 or more responses showing interest, I will set-up a webinar for october.

You can alwayes contact medirectly ofcourse.

Regards,

Beryl

Benchmarking Public Community
Topics:bbp, Core, Metrics, Supportive

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Re: Expanding Core Metrics

BerylGraham — Tue, 30 Aug 2011 16:09:10 GMT

Hi Keith/All,

If we get a total of 10 or more responses showing interest, I will set-up a webinar for october.

You can alwayes contact medirectly ofcourse.

Regards,

Beryl

Re: Expanding Core Metrics

KeithS7 — Tue, 30 Aug 2011 08:16:36 GMT

Hi Beryl,

Yes that would be interesting thanks.

Regards,

Keith

Re: Expanding Core Metrics

BerylGraham — Mon, 29 Aug 2011 19:21:34 GMT

Hi Johannes,

I will be traveling next week also and It will take at least a couple of weeks to arrange and prepare for a webinar presentation of the BPMS Overview.

With that in mind, if others are interested in commiting 1.5 hours of thier time in the October time frame, please let me know.

Regards,

Beryl Graham

Metrics Development Manager

+1-858-677-6747