One of the major benefits of benchmarking for Service Providers is the ability to compare their performance with that of their peers. However, in order to ensure that we are comparing like with like the measures need to be clearly defined.
I understand that a lot of work has already been carried-out in this area, however I would be interested to know whether there is any documentation on definitions for key terms that are used within TMF Benchmarking Program and Business Metrics Framework ?
Examples include the following:
1) Usability
This has been defined as ‘ability of the customer to set-up the equipment at home and follow documentation’. However, has this been defined to a sufficient level of detail to ensure that valid comparisons can be made between SPs ?
2) Contact
This may at first seem obvious, however on reflection is there a need to distinguish between ‘initiation contacts’ that generate orders and trouble tickets and contacts that take place with the objective of following up on existing requests.
3) Request
I understand a request to be a contact that results in one of the following:
a) Sales Request (an order).
b) A CS Enquiry.
c) A technical request resulting in a trouble ticket.
Would it be correct to say that a ‘request’ encompasses the whole end to end process, i.e. from the point at which contact is made to the point that a service is delivered ?
I would be interested to know what your thoughts are and whether there has been any work carried-out in this area ?
Regards
Tim