Benchmarking Public Community

New Studies

ToniG3 — Wed, 24 Feb 2010 01:46:10 GMT

Hi All,

In case you have not seen the announcements we have two exiting Business Benchmarking studies underway now.

    Billing Performance - participants need to get their data in by March 15th

    Residential Broadband - participants have till April 1st to submit their data

Both studies are highly relevant with additional metrics developed in response to input from the participating service providers.

TM Forum member service providers may participate for free - and, of course,  receive a personalized report showing the performance of their company against the industry. Nonparticipants may subscribe to the results.

Regards,
Toni

Re: Operational efficiency indicators

ElissaM — Wed, 17 Feb 2010 15:32:18 GMT

Amit,

I know this only provides part of the answer you're looking for, but the ITU was trying to put together a weighted model of the Total Operations Competency metrics. I don't believe that was ever done, although some preliminary work might be available. You can review their work here:
http://www.itu.int/ITU-T/workprog/wp_search.aspx?isn_task=5918

Regards,

Elissa Matthews
elissa.matthews@alcatel-lucent.com

RE: [Benchmarking Public Community] Business Benchmarking Study Plan [#3479]

ToniaG — Sat, 23 Jan 2010 19:36:59 GMT

Hi Tony,

You win the pint for spotting the typo. Yes, it should read June 15,2010

Regards,

Toni

From: Benchmarking Public Community [mailto:benchmarking@community.tmforum.org] On Behalf Of Tony Korycki
Sent: Friday, January 22, 2010 2:28 AM
To: Toni Graham
Subject: [Benchmarking Public Community] Business Benchmarking Study Plan [#3479]

Business Benchmarking Study Plan
By Tony Korycki in Benchmarking Public Community

Topics: ‘Lean Operations’ Metrics Report & Interactive Database, General, Benchmarking

Hi Toni et al,
I understand the index and plan structure but was perplexed to find a month 65 in the IP Services plan, with the date 65/15/10 set as the end date for submission of data. It looks like we're giving each study an entry period of 10 weeks or so, so can I assume that the data entry deadline for IP Services is going to be 6/15/10 (15th Jun)?
Thanks
Tony Korycki - BT Global Services

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Re: Business Benchmarking Study Plan - IP Services query

TonyK — Fri, 22 Jan 2010 10:27:26 GMT

Happy New Year

ToniG3 — Wed, 06 Jan 2010 04:57:56 GMT

Hi All,

Happy New Year and Best Wishes for 2010!

We ahve been quiet over the holidays. Let's get the conversation going again.

Let's get a discussion going on what all of you think would be the most important new study we should consider for 2010. What are your thoughts?

Regards,

Toni

Re: Business Benchmarking Study Plan

ToniG3 — Wed, 25 Nov 2009 16:12:42 GMT

Hi Issaad,

The program is intended for CSP TM Forum members. Since your customer is not a member the process would be for them to ask to participate in the study they are interested in joining. At that point we will approach forum management with a request that this CSP may participate in this particular study as a guest. Guest participation is not a given, but it is a good way to introduce CSPs to the TM Forum so it is granted frequently.

Regards,
Toni

Re: Business Benchmarking Study Plan

IssaadA — Wed, 25 Nov 2009 09:14:44 GMT

Hi ,
Actually , we are a System Integrator / Provider of professional services for Telecom services Providers in our region and member of TMF . I would like to know the process to get one of our customer , a TSP , but non member of TMF in the program .
Best Regards

Re: Special Study for Self Service Metrics

J.F.Keirnan — Mon, 09 Nov 2009 23:18:01 GMT

Hi Timur,

In general self service can apply to any method a customer interacs with a company without the assistance of employees of that company. Common functions can include shopping, buying, servicing, bill presentment, and payments. Most commonly these are done on the web or in an IVR (Interactive Voice Response), but self service options are increasing into area like Smart Phone Applications and IPTV services. The study team would need to clearly define which channels, functions and metrics would be included in the study. (One example would be % of customers who receive their bill online)

Regards,
J.F.

Re: Special Study for Self Service Metrics

TimurK — Mon, 09 Nov 2009 13:19:54 GMT

Hi,

Would you please explain what are meant as Self Services and how to classify or differentiate them for a meaningful benchmarking metrics determination process ?

Best Regards,

Timur.

Special Study for Self Service Metrics

J.F.Keirnan — Sat, 07 Nov 2009 15:04:56 GMT

As part of Toni's Business Benchmarking team, we've been discussing a new Special Study on self service metrics. I see this as a major focus of Service Providers, both to reduce costs and improve customer satisfaction, but consistently defined metrics seem to be lacking.

Thoughts from the community?

Increasing Revenue Assurance Contribution Webinar

DonnaB1 — Fri, 06 Nov 2009 18:28:34 GMT

Date: Wednesday, November 18, 2009

Time: 10:00am Eastern Time

Duration: 1 Hour

Speakers:

Toni Graham, Business Benchmarking Program Manager, TM Forum

Saad Saade, Head of Revenue Assurance - Finance Division, Bell Canada

Sharon Friedman, Head of Revenue Assurance, Bezeq International

Chairperson: Donna Bastien, Marketing Manager, TM Forum

Would you like to know more about the TM Forum Business Benchmarking program and the Revenue Management research stream?

Attend this webinar to find out about:

- TM Forum Business Benchmarking Program and its Revenue Management studies

- Recent Revenue Assurance benchmarking insights and results

- Critical behaviors for success — a Service Provider dialog

- How to participate in the program and get the reports

Join us to better understand the critical elements for becoming a successful Revenue Assurance organization and learn how Benchmarking can help.

“Revenue Assurance: The Hidden Opportunity” Insights Business Intelligence report available

DonnaB1 — Fri, 06 Nov 2009 18:04:28 GMT

Service Providers With the Most Mature Revenue Assurance Programs Have the Best Performance Results

A new TM Forum Insights Business Intelligence study, “Revenue Assurance: The Hidden Opportunity”, reveals that Revenue Assurance program maturity is directly correlated with Revenue Assurance performance.

This Insights Business Intelligence Report analyzes the benefits of strong Revenue Assurance performance for Communications Service Providers (CSPs) at all levels of maturity. It includes observations from recent TM Forum Business Benchmarking Revenue Assurance benchmarks and Revenue Assurance Maturity Model surveys. The report also includes perspectives from CSP thought-leaders about the contribution Revenue Assurance makes to their corporate success, and key vendor views on current and future Revenue Assurance challenges.

The report finds that CSPs that invest in Revenue Assurance differentiate themselves through high performance, efficient operations, and bottom-line contributions. Their Revenue Assurance success is best represented by the percent of revenue that cannot be billed, a measure that reflects ability to identify revenue leakage as well as to recover leaked revenue. In highest-performing CSPs included in the benchmark, 0.0% of revenue could not be billed, whereas poorest performing CSPs could not bill 6.4%.

Revenue Assurance performance is directly correlated with the maturity of a CSP’s Revenue Assurance program, making the growth of Revenue Assurance maturity an important investment. A strong Revenue Assurance capability is a core attribute of high-performing CSPs — a necessity and a differentiator.

The best-performing CSPs had Revenue Assurance maturity metrics that were 0.50 to 0.80 points higher than the general survey population. The best-performing CSPs had highest maturity in Organization and People, followed by Influence.

Mature Revenue Assurance departments can look like cost centers if measured solely on revenue recovery, especially if there is little leaked revenue to recover. A better measure of Revenue Assurance success is the percent of revenue that cannot be billed. This measure reflects ability to identify revenue leakage as well as to recover leaked revenue. In highest-performing CSPs included in the benchmark, 0.0% of revenue could not be billed, whereas poorest performing CSPs could not bill 6.4%.

TM Forum’s Business Benchmarking Program manages and delivers metric-based benchmarking studies, surveys on qualitative aspects of performance, and business intelligence reports. Regular Business Performance studies are completed on Broadband, Mobile, High-speed Business, and Converged Services, as well as on Billing and Revenue Assurance Performance. Qualitative surveys and business intelligence reports span a wide range of hot industry topics. The program includes more than 150 active service providers from 30 countries.

Resources:

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Attend the TM Forum Revenue Assurance Benchmarking webinar on November 18. Register at http://www.TMForum.org/UpcomingWebinars/RevenueAssuranceBenchmarking/39945/article.html.
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Attend the executive Business Strategy Workshop at Management World Americas to learn more about benchmarking. Get a free Business Benchmarking Metrics Framework poster in Forumville.
For more information on TM Forum’s Business Benchmarking Program, please visit http://www.TMForum.org/Benchmarking. Contact Tonia Graham at Benchmarking@TMForum.org if you would like to participate in the initiative.

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DonnaB1 — Fri, 06 Nov 2009 17:43:37 GMT

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For more information on the TM Forum Business Benchmarking program, please visit http://www.tmforumorg/benchmarking or contact Toni Graham at tgraham@tmforum.org.

Re: Business Benchmarking Study Plan

TimurK — Fri, 30 Oct 2009 15:02:16 GMT

Hi,

I am OK with that study plan.

Best Regards,

Timur KUTGUN
Turk Telekom

RE: Mobile Services Issues for High Growth Markets

ToniaG — Tue, 27 Oct 2009 23:01:33 GMT

I can’t believe that none of you care about this.

Regards,

Toni

From: Benchmarking [mailto:benchmarking@community.tmforum.org] On Behalf Of Toni Graham
Sent: Monday, October 26, 2009 7:39 PM
To: tgraham@tmforum.org
Subject: [Benchmarking] Mobile Services Issues for High Growth Markets

Hi All,

As you probably noticed in the Study Plan we are planning a Business Perfomance study for mobile services in high growth markets. personally, I think this topic is burning HOT!

Service providers in these markets are seeing double to tripple didgt growth in an economy where the developed market is happy with single digits.

From your experience what do you think the biggest issues are for SPs in these high growth situations?

Let's discuss it-I wold like to hear your perscpective.

Regards,
Toni

Mobile Services Issues for High Growth Markets

ToniG3 — Tue, 27 Oct 2009 02:34:21 GMT

Business Benchmarking Study Plan

ToniG3 — Tue, 27 Oct 2009 02:24:11 GMT

Hi All,

Here is the new Study Plan for the remainder of 2009 and 2010. Since the participants are actively engaged with the plan, you should expect some tuning over the next few weeks. We will post updates here, so you can always see the current plan by tracking this site.

Regards,
Toni

Re: Operational efficiency indicators

NicoW — Tue, 20 Oct 2009 17:19:16 GMT

Amit,

we have quite a lot of experience benchmarking capacity utilization in back bone network

using filling stats which we defined expressing how efficient network resources are utilized.

Bandwidth and physical resources as ports in cards and cards in slot (equipmentholders)

We are looking for other companies to share experiences

Nico Wauters

NetworkMining

Billing & OSS World article discusses TM Forum Benchmarking

DonnaB1 — Wed, 16 Sep 2009 16:21:18 GMT

Good article in Billing & OSS World discusses TM Forum Benchmarking:

Revenue Assurance: A Niche No More

As Revenue and Margins Grow More Precious, So Does the Revenue Assurance Space

Tim McElligott and Kelly Teal
09/08/2009

Network Performance Measures

amitk3 — Mon, 07 Sep 2009 04:44:22 GMT

Team,
I recently happened to read a Bell Labs contribution titled "Improving Network and Service Operations Through Total Operations Competency Metrics" and was wondering which specific benchmarking metric(s) and process area would demonstrate the linkage between "network performance measures" and one of the business performance domains (operational efficiency, customer experience).

Would this be something like: A-CE-2a, A-OE-3a?

Thanks
Amit