GB941A Revenue Assurance Balanced Scorecard R16.5.1

Revenue Assurance (RA) standard KPIs were defined by the TM Forum over a decade ago and over the years the initial set of KPIs has been modified and a few additional KPIs added. However Revenue Assurance best practices have evolved significantly over the last decade; a revenue assurance maturity model has been added, and Revenue Assurance has changed from focusing on leakage detection and recovery, to leakage prevention, and now to risk mitigation. The old RA KPI model did not reflect these changes, hence the need to redesign the RA KPIs. In the past these KPIs were a set of ‘independent KPIs’, and did not support the more holistic view as reflected in a balanced scorecard. This document addresses the evolution of RA and allows us to present the new model.

Different service providers have different goals; one could be focused on acquiring new customers, another on reducing churn, and a third on increasing revenues, etc. The RA scorecard should reflect these different business goals. Moreover the maturity of RA has a significant impact both on the goals of the RA activities and on what RA can measure. Hence a one size fits all approach was not appropriate when designing the RA scorecard. This document gives the principles that should be used by each CSP, or group, when building their own balanced scorecard and it gives typical examples of balanced scorecards that can be used in different situations.

In this release we will explain what the updated RA metrics are, but the exact definitions are left for a future release. In the past the Revenue Assurance KPI definitions were included in GB941A, but as the TM Forum has created a central metrics repository, and to avoid duplication, the new RA metrics will be defined in the comprehensive repository and this document (GB941A) will refer them.