Key Performance Indicators, QoS and Benchmarking
A comprehensive set of KPIs, QoS metrics and Benchmarking data can provide the business intelligence to manage your business based on facts.
The pursuit of perfection is an unrealistic goal. In any competitive business environment being the best in class, second best, or even lower in the rankings may be an acceptable position. The trick is in knowing where you are and whether or not you need to improve.
We believe Key Performance Indicators (KPIs), Quality of Service (QoS) metrics and Benchmarking are inter-related subjects that can help to improve business efficiency and customer satisfaction. They should be viewed as an integrated set of controls and measures that serve the interests of the business and its customers.
KPIs should:
Be traceable to corporate objectives
Be driven by business needs, customers, competition and/or regulation
Include customer satisfaction indicators and targets
Define target performance of systems, business processes and departments
Provide a basis for measurement, reporting and corrective action
Help to identify areas for performance and/or efficiency improvements
Be regularly reviewed as circumstances change
QoS metrics should be viewed from the customers’ experience and may include:
Time to provide products and services
Consistency between the products and services offered and actually delivered
Customer queries
Number and type of fault reports
Time to restore services
Complaint handling
Benchmarking:
Compares your performance with that of others.
May be against competitors in the same industry to rank performance
May be against different industries to identify potential improvements
The experience ABIS can offer:
ABIS developed the Global Billing Association’s Billing Performance Benchmarking survey questionnaire 2001, enhanced it in 2002 and again in 2003.
Confidential analysis of GBA survey returns
Preparation of GBA Billing Performance Benchmarking reports, which produced KPIs.
BABT engaged ABIS to assist in the administration of CPI (Comparable Performance Indicators), a scheme for wire line Telcos in the UK.
(This scheme has developed into the Topcomm's compulsory reporting scheme) click here.