TM FORUM BUSINESS METRICS VERSION 5.5.

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Revenue & Margin
v

Revenue Protability
Margin; Revenue Assurance

G-RM-1b: ARPU

G-RM-4: Revenue Breakdown Between Bearer Service And Applications

G-RM-4b: % SO Revenue From Voice Services

G-RM-4c: % SO Revenue From Data Services

Revenue
G-RM-RA-PEg: % Recovered And Recoverable Revenue Value G-RM-RA-RLb: % Revenue That Could Not Be Billed G-RM-RA-RLg: Cost Of Stranded Assets G-RM-RA-RLh: % Settlement Reports Accepted G-RM-RA-RLj: % Revenue That Was Overbilled

G-RM-1: Protability

G-RM-RA-DQa: % Data Validated

G-RM-RA-DQb: % Customers Reconciled

G-RM-RA-PEa: % Recovered Revenue Value

G-RM-RA-PEc: % Recoverable Revenue Value

G-RM-RA-PEf: % xDRs Successfully Recovered And Billed After Recycling

Protability
Margin; Revenue Assurance

OpEx; CapEx

Cost

G-RM-2: OpEx/CapEx

G-RM-3: OpEx/Revenue

OpEx; CapEx

Cost

Churn

G-RM-5a: Customers Acquired

G-RM-5b: Customers Lost

Churn

Customer Experience
Access Time
Usability; Accuracy; Availability

Operational Efciency
Quality Cost Time
Defects; Simplicity

Quality

Process Flexibility & Automation; Utilization

Effectiveness

Awareness

Acquisition Marketing & Selling

CM-CE-1: Distribution Of Contact Handling Across Channels

CM-CE-2a: Mean Customer Call Waiting Time CM-CE-2b: Elapsed Time To Complete Handling Customer Request CM-CE-2c: % First Call Resolution

CM-CE-3a: Volume Of Customer Requests CM-CE-3b: Distribution Of Customer Requests CM-CE-5: % Calls Abandoned

CM-OE-1a: Cost Of Customer Management Process CM-OE-1b: Customer Management Process Costs As % OpEx CM-OE-1f: Unit Cost Of Customer Management

For the Business Metrics denitions, please refer to TM Forum documents GB935 Version 5 and Business Performance Measurements System Version 5.5.0. Additional information about the TM Forum Business Benchmarking Program is available at www.tmforum.org. An electronic copy of this poster is available at http://www.amdocs.com/posters | Business Metrics 5.5.0 Poster design Amdocs, Business Metrics content TM Forum 2011.

Shopping Using Preferring

Interaction

CRM

F-CE-2a: Mean Duration To Fulll Service Order

F-CE-3: % Service Usability Queries F-CE-4: % Of Service Activation Failures F-CE-4b: % Early Life Failure

F-OE-1a: Cost Of Fulllment Process F-OE-1b: Unit Cost Of Selling F-OE-1c: Fulllment Process Costs As % OpEx

F-OE-1d: Revenue By Channel F-OE-1e: Contribution By Channel F-OE-1f: Unit Cost Of Fulllment

F-OE-2a: Mean Time Order To Activation F-OE-2b: Order To Activation Time By Major Process

F-OE-3a: % Orders Requiring Rework By Cause Type F-OE-3b: Mean Time To Handle Defects Or Rework from Order To Activation F-OE-3c: % Orders Requiring Rework

F-OE-6: % Service Offering Investment For Future Infrastructure

Agreement

F-CE-2b: Difference Between Requested Delivery Date And Planned Date F-CE-2c: % Orders Delivered By Committed Date

Fulllment

A-CE-2a: Incident Resolution Time

A-CE-4a: % Of Incidents That Are Reported More Than Once By the Customer A-CE-4b: % Of Customers With SLA A-CE-4c: % Of Problems Reported By Customers

A-CE-5: Availability Of Service To Customers A-CE-6a: % Of SLA Violations A-CE-6b: % Problems That Are Dealt With within SLA Time Requirements

A-OE-1a: Cost Of Assurance Process A-OE-1b: Assurance Process Costs As % OpEx A-OE-1c: Cost Of SLAs

A-OE-1f: Unit Cost Of Assurance

A-OE-2a: Service Problem Resolution Time A-OE-2b: Mean Time to Resolve Service Problems

A-OE-3a: % Of Problems By Cause Type A-OE-3b: % Maintenance Time Used For Repair A-OE-3c: Mean Time Between Failures

A-OE-6a: NOC FTE Efciency

Support Need

A-CE-2b: Mean Time To Resolve Customer Incidents A-CE-2c: % Of Problems Resolved By Due Date

Assurance Operating

B-CE-1a: Distribution Of Bills By Delivery Method

B-CE-1d: % e-Payments Received

B-CE-2a: Mean Transaction Posting Time

B-CE-4a: % Of Bill Originating from Previous Cycle B-CE-4b: Mean Time Of Prepare And Dispatch Bills B-CE-4c: % Bills Inaccurate

B-CE-4d: % Of Bills Adjusted B-CE-4e: % Billing Contacts B-CE-4f: % Bills Adjusted Internally

B-OE-1a: Cost Of Billing B-OE-1b: % Bills Requiring Manual Intervention B-OE-1c: % Cost Of Collections

B-OE-1f: Unit Cost Of Bill

B-OE-2a: Time To Prepare Bills For Display And/Or Dispatch B-OE-2b: Days Sales Outstanding B-OE-2c: Mean Time From Service Activation To Bill Dispatch B-OE-2d: Mean Duration From Bill Dispatch To Cash Received

B-OE-2e: Time Until Notication Of Payment B-OE-2f: Time Taken To Resolve Major Bill Processing Faults O-OE-2a: Mean Duration To Implement a New Pricing Or Tariff Change

B-OE-3a: % Cost Of Billing Errors B-OE-3b: Mean Age Of Billing Errors B-OE-3c: % xDRs Falling Into Suspense

B-OE-3d: % Collectable Debt Written Off B-OE-3e: Collections Efciency Against Credit Terms B-OE-3f: How Often Suspense Files Recycled

Payment

B-CE-1b: % Payment Transaction By Payment Method B-CE-1c: % e-Bills Issued

Billing

Loyalty Disengagement

Retention Attrition

Satisfying