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There are many theories and ideas how to “Steer” or “Control” operations (results) and how to implement changes. The indicators let us use KPI as a starting point for discussion. KPIs must e set in a proper way so that it is possi le to manage the company y monitoring the KPIs at different le!els in the organisation. The o "ecti!es and goals must e “SMART” i.e. they must e# • • • • • Specific Measura le Accepted Realistic Time$ ased
Networ a!aila"ility • Traffic channel una!aila ility • Cell reco!ery time (hour) • % cell down &'( hours Networ #$ality • Call completion • Congested cell ()*S &'+%) • ,rop call during con!ersation • )S- erlang minute per drop Networ co!era%e • .rea ' (Cairo incl. surroundings) • .rea / (“-a"or Towns” and roads) • .rea 0 (“.ll Towns and roads”) • .rea 1 (2egion ' 3 4) etc.
Accessi"ility 3 di!ided per supplier area and num er of sites with accessi ility elow stated le!el &ro''ed calls $ per supplier area and num er of sites5sectors with high num ers of dropped calls
!erage time a customer spends with a ser!ice agent • 6um er of :ueries dealt with and cleared up within ' day • 6um er of complaints cleared up to the satisfaction of the customer within 0 days -) )all )entre (Tele'.<IT.one calls) • 6um er of calls answered within 0( seconds • 6um er of a andoned calls • 6um er of :ueries dealt with and cleared up within ' day • 6um er of complaints cleared up to the satisfaction of the customer within 0 days (inancial • .e t de!elopment and control >hich type of indicators do you use in your organisation )i!e e=amples on ?2 KPIs . (*perating income efore depreciation and amortisation) • *pe= de!elopment and control • Staff num ers and related costs • Cape= de!elopment and control • .!erage waiting time for a customer to reach a ser!ice agent • .(a$lt fre#$ency 3 6um er of faults in the mo ile networ7 (a$lt correction time 3 Time to repair 5 ser!ice re$esta lished Mar etin% and Sales • 6um er of customers with post$paid 5 pre$paid rea7down • ..2P8s with lended o!erall 5 post$paid 5 pre$paid rea7down • 6on$!oice ser!ices as a % of o!erall re!enue • Churn5disconnect with o!erall 5 post$paid 5 pre$paid rea7down • -inutes of use with o!erall 5 post$paid 5 pre$paid rea7down Billin% • Post$paid customer complaints 3 num er of complaints per '(( ills per month • Pre$paid customer complaints 3 num er of complaints per '9((( pre$paid customers per month )$stomer )are *) +el' &es s (P.ysical locations) • .