Utilizing business metrics for operational efficiency in telecom operation

Significant changes in telecommunication landscape over the last few years have resulted in sharpened focus on the area of business metrics. For achieving better customer delight and operational efficiency it is beneficial to translate organization level metrics to lower level internal metrics in a structured methodology. It is important that the internal metrics can be measured accurately and easily - so it should be supported by the systems and tools for effective data collection and benchmarking. These metrics not only enables the various internal teams to monitor their performances but also useful in many other cases such as measuring the effectiveness of a process re-engineering activity or performance of outsourced operations.