Communication Service Providers (CSPs) are currently faced with challenging transformations as the communications industry moves to converged services with a multitier supply chain and new players enter the field. Currently, there are a variety of fragmented benchmarking sources available to support CSPs, however these in most cases lack a holistic view or are not structured in a way that could provide CSPs with reference data that can be relied upon. TM Forum has identified Business Performance Benchmarking as a powerful tool to support CSPs decision making and facilitate transformation.

The Business Metrics that have been developed within this document represent areas of business operation that are important in assessing business performance, customer satisfaction/loyalty and efficiency. The concepts that have been used, and the metrics themselves, are described here, but the benchmarking data that indicates quantification of these metrics for the industry is available separately.

For further information on the Business Metrics Development Project click here

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