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Business Metrics Scorecard (BMS)

Addendum A: Business Metrics Specifications

GB935-A

TM Forum Approved Version 7.1 November 2013 IPR Mode: RAND

©TM Forum 2013. All Rights Reserved.

BMS – Business Metrics Specifications

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BMS – Business Metrics Specifications

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BMS – Business Metrics Specifications

Table of Contents

Notice 2

BMS – Business Metrics Specifications Table of Contents Notice 2 Table of Contents..........................................................................................................................................................4 1. Introduction.............................................................................................................................................................11 1.1.

Table of Contents..........................................................................................................................................................4

  • 1. Introduction.............................................................................................................................................................11

1.1. Document Overview......................................................................................................11

  • 2. Description of Metrics, By Metric ID....................................................................................................................12

    • 1. Profitability.......................................................................................................................12

    • 2. Average Revenue per User (ARPU)..................................................................................13

    • 3. % Opex, of Capex............................................................................................................13

    • 4. % Opex, of Revenue........................................................................................................14

    • 5. % Revenue, by Bearer Service and Application Type.........................................................15

    • 6. % Revenue, by Voice Services.........................................................................................16

    • 7. % Revenue, by Data Services..........................................................................................16

    • 8. % Customers Acquired.....................................................................................................17

    • 9. % Customers Lost............................................................................................................18

      • 10. % Revenue Unbilled.......................................................................................................19

      • 11. $ Revenue Unbilled........................................................................................................20

      • 12. % XDRs for Billing..........................................................................................................20

      • 13. % Cost of Stranded and Unused Assets, of Revenue.......................................................21

      • 14. % Settlement Reports Accepted......................................................................................22

      • 15. % Revenue Overbilled....................................................................................................23

      • 16. % Revenue Recovered...................................................................................................24

      • 17. $ Revenue Recovered....................................................................................................24

      • 18. % Revenue Recoverable................................................................................................25

      • 19. $ Revenue Recoverable.................................................................................................26

      • 20. # Days per Revenue Recovery Case...............................................................................27

      • 21. % XDRs Successfully Recovered and Billed After Recycling.............................................28

      • 22. % Revenue Recovered and Recoverable........................................................................28

      • 23. % Data Records Validated..............................................................................................29

      • 24. % Customers Reconciled...............................................................................................30

      • 25. % Data Records Misaligned............................................................................................31

      • 26. % Customers Misaligned................................................................................................32

      • 27. % Customer Contacts Received, by Channel Type..........................................................32

      • 28. Average Hold Time.........................................................................................................33

      • 29. Average Handle Time.....................................................................................................34

      • 30. First Call Resolution (FCR).............................................................................................35

      • 31. # Customer Requests (x1000) per Customer...................................................................36

      • 32. % Customer Requests Received, by Request Type.........................................................37

      • 33. % Customer Calls Abandoned........................................................................................37

      • 34. % Cost of Customer Management, of Revenue...............................................................38

      • 35. % Cost of Customer Management, of Opex.....................................................................39

      • 36. $ Cost of Customer Management per Customer Request.................................................40

      • 37. # Hours per Order, from Ordering to Acceptance..............................................................41

      • 38. # Hours per Installation Committed, Between Customer Required and Committed Dates...42

      • 39. % Orders Delivered by Committed Date..........................................................................43

      • 40. # Customer Contacts About Usability of Installed Service per Activation............................44

      • 41. % Activations Failed.......................................................................................................44

      • 42. % Orders Failed With 28 Days........................................................................................45

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications 43. % Cost of Fulfillment, of New Revenue............................................................................46 44. % Cost
  • 43. % Cost of Fulfillment, of New Revenue............................................................................46

  • 44. % Cost of Sales, of Revenue..........................................................................................47

  • 45. % Cost of Fulfillment, of Opex.........................................................................................48

  • 46. % Revenue, by Channel Type.........................................................................................49

  • 47. % Revenue, of Operating Cost, by Channel Type............................................................49

  • 48. $ Cost of Fulfillment per Installation.................................................................................50

  • 49. # Hours per Order, from Ordering to Activation.................................................................51

  • 50. # Hours per Order, from Ordering to Activation, by Process Type......................................52

  • 51. % Orders Requiring Rework, by Cause Type...................................................................53

  • 52. # Hours per Fulfillment Issue...........................................................................................54

  • 53. % Orders Requiring Rework...........................................................................................55

  • 54. % Orders Pending Error Fix............................................................................................55

  • 55. % Cost of Future Infrastructure Build, of Revenue............................................................56

  • 56. # Minutes per Customer Incident Resolution, by Severity Type.........................................57

  • 57. # Minutes per Customer Incident Resolution, by Customer Type.......................................58

  • 58. % Problem Reports Resolved by Due Date.....................................................................59

  • 59. % Customer Incidents Reported More than Once............................................................60

  • 60. % Customers with SLA...................................................................................................61

  • 61. % Problem Reports from Customers...............................................................................61

  • 62. Service Availability..........................................................................................................62

  • 63. # SLA Violations per SLA................................................................................................63

  • 64. % Problem Reports Resolved Within SLA Time Requirements.........................................64

  • 65. % Cost of Assurance, of Revenue...................................................................................65

  • 66. % Cost of Assurance, of Opex........................................................................................65

  • 67. % Cost of SLA Management, of Revenue........................................................................66

  • 68. $ Cost of Assurance per Service Problem Resolved.........................................................67

  • 69. # Minutes per Service Problem Resolution......................................................................68

  • 70. # Hours per Service Problem Resolution, by Process Type..............................................69

  • 71. % Problem Reports, by Cause Type................................................................................70

  • 72. % Assurance Time for Repair..........................................................................................71

  • 73. Mean Time Between Failures (MTBF).............................................................................71

  • 74. # Problem Reports per NOC FTE....................................................................................72

  • 75. % Bills Delivered, by Delivery Type..................................................................................73

  • 76. % Customer Payments, by Payment Type.......................................................................74

  • 77. % Bills Issued Electronically............................................................................................75

  • 78. % Customer Payments Received Electronically...............................................................75

  • 79. # Minutes per Customer Transaction...............................................................................76

  • 80. # Hours per Bill, from Bill Cycle Close to Bill Dispatch.......................................................77

  • 81. % Value of Billing Charges from Previous Cycle...............................................................78

  • 82. % Bills Inaccurate...........................................................................................................78

  • 83. % Bills Adjusted..............................................................................................................79

  • 84. # Customer Contacts About Billing per Bill.......................................................................80

  • 85. % Bills Adjusted Internally...............................................................................................81

  • 86. % Cost of Billing, of Revenue Billed.................................................................................81

  • 87. % Bills Requiring Manual Intervention..............................................................................82

  • 88. % Cost of Collections, of Revenue Billed.........................................................................83

  • 89. $ Cost of Billing per Bill...................................................................................................84

  • 90. # Days to Prepare Bills...................................................................................................85

  • 91. Days Sales Outstanding (DSO).......................................................................................85

  • 92. # Hours per Order, from Activation to Bill Dispatch............................................................86

  • 93. # Hours per Order, from Bill Dispatch to Cash Received...................................................87

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications 94. # Hours per Customer Payment, from Receipt to Posted in
  • 94. # Hours per Customer Payment, from Receipt to Posted in Billing....................................88

  • 95. # Hours per Bill Processing Fault Resolution....................................................................89

  • 96. % Cost of Billing Errors, of Revenue Billed.......................................................................90

  • 97. # Days per Billing Error...................................................................................................90

  • 98. % XDRs Falling into Suspense.......................................................................................91

  • 99. % Collectable Debt Written Off, of Revenue Collected......................................................92

    • 100. % Value of Bills Unpaid.................................................................................................93

    • 101. # Times Billing Suspense Files Recycled per Month.......................................................93

    • 102. % Pre-paid Customers Erroneously Identified as Post-paid............................................94

    • 103. # Hours per Pricing Change..........................................................................................95

    • 104. $ Revenue Overbilled...................................................................................................96

    • 105. % Cost Recovered, of Revenue....................................................................................96

    • 106. % Cost Detected and Not Recovered, of Revenue.........................................................97

    • 107. Net Promoter Score, Relational (NPS-R).......................................................................98

    • 108. Net Promoter Score, Transactional (NPS-T)..................................................................99

    • 109. # Customer Payments, by Payment Type....................................................................100

    • 110. # Customer Payments (2)...........................................................................................100

    • 111. # Pre-paid Customers Erroneously Identified as Post-paid............................................100

    • 112. # Problem Reports Closed, by Cause Type..................................................................101

    • 113. # Problem Reports Closed (3).....................................................................................101

    • 114. # Problem Reports Actually Closed in Compliance with SLA.........................................102

    • 115. # Problem Reports Due to be Closed in Compliance with SLA......................................102

    • 116. # Problem Reports from Customers.............................................................................102

    • 117. # Problem Reports Resolved by Committed Date.........................................................103

    • 118. # Problem Reports Resolved to Customer Satisfaction.................................................103

    • 119. # Customer Incidents Resolved...................................................................................103

    • 120. # Activations Completed by Committed Date................................................................104

    • 121. # Service Problems Resolved (2)................................................................................104

    • 122. # Service Problems Resolved.....................................................................................104

    • 123. # SLA Violations.........................................................................................................105

    • 124. # Users......................................................................................................................105

    • 125. # Times Billing Suspense Files Recycled per Month (2)................................................105

    • 126. # Problem Reports Closed..........................................................................................106

    • 127. # XDRs Falling into Suspense.....................................................................................106

    • 128. # XDRs Recovered, Processed and Billed After Recycling............................................106

    • 129. # Hours for All Orders, from Ordering to Activation, by Process Type.............................107

    • 130. $ Revenue Overbilled (2)............................................................................................107

    • 131. $ Revenue Recovered (2)...........................................................................................108

    • 132. $ Revenue, by Channel Type......................................................................................108

    • 133. $ Value of Account Receivables...................................................................................108

    • 134. # Hours for All Fulfillment Issues Resolved...................................................................109

    • 135. # Minutes for All Problem Reports to Service Restoration.............................................109

    • 136. # Hours for All Orders, from Bill Dispatch to Cash Received..........................................109

    • 137. # Seconds for All Customer Call Waiting Time..............................................................110

    • 138. # Minutes for All Customer Request Handling...............................................................110

    • 139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch..............................................111

    • 140. # Hours for All Orders, from Ordering to Activation........................................................111

    • 141. # Hours for All Customer Payments, from Receipt to Posted in Billing............................111

    • 142. # Hours for All Orders, from Activation to Bill Dispatch...................................................112

    • 143. # Minutes for All Customer Transactions to Information Posted.....................................112

    • 144. # Hours for All Billing Processing Faults to Resolution...................................................113

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications 145. $ Value of Bills............................................................................................................113 146. $ Value of Bills Unpaid................................................................................................113
  • 145. $ Value of Bills............................................................................................................113

  • 146. $ Value of Bills Unpaid................................................................................................113

  • 147. # Customer Requests (3)............................................................................................114

  • 148. $ Value of Billing Charges from Previous Billing Cycle...................................................114

  • 149. # Days per Billing Error (2)..........................................................................................114

  • 150. $ Value of Sales per Day.............................................................................................115

  • 151. # Bills with Error..........................................................................................................115

  • 152. # Activations Failed.....................................................................................................115

  • 153. $ Cost of Fulfillment....................................................................................................116

  • 154. $ Cost of Sales...........................................................................................................116

  • 155. $ Cost of Billing...........................................................................................................117

  • 156. $ Cost of Collections...................................................................................................117

  • 157. $ Cost of Billing Errors.................................................................................................118

  • 158. $ Revenue Recovered and Recoverable......................................................................118

  • 159. # Orders Requiring Rework, from Ordering to Activation...............................................118

  • 160. # XDRs for Billing........................................................................................................119

  • 161. # Bills Issued, by Delivery Type....................................................................................119

  • 162. # Bills Requiring Manual Intervention...........................................................................119

  • 163. # Bills Produced (2)....................................................................................................120

  • 164. # Customer Calls Abandoned......................................................................................120

  • 165. # Orders Accepted by Customer..................................................................................121

  • 166. # Customer Contacts, by Contact Type........................................................................121

  • 167. # Customer Contacts About Re-reported Customer Incidents.......................................121

  • 168. # Orders Failed Within 28 Days...................................................................................122

  • 169. # Customer Contacts, by Request Type.......................................................................122

  • 170. # Customer Contacts About Usability of Installed Service.............................................122

  • 171. # Customer Requests (x1000).....................................................................................123

  • 172. # Customer Requests (4)............................................................................................123

  • 173. # Customers Included in Reconciliation.......................................................................124

  • 174. # Customers with SLA................................................................................................124

  • 175. # Installations.............................................................................................................124

  • 176. # XDRs from Network.................................................................................................125

  • 177. # Orders Accepted by Customer (2).............................................................................125

  • 178. $ Value of Future Infrastructure Build...........................................................................125

  • 179. $ Capex.....................................................................................................................126

  • 180. $ Collectable Debt Written Off.....................................................................................126

  • 181. # Customers Acquired................................................................................................126

  • 182. # Customers Lost.......................................................................................................127

  • 183. $ Operating Income....................................................................................................127

  • 184. $ Revenue (6)............................................................................................................127

  • 185. $ Revenue (3)............................................................................................................128

  • 186. $ Opex.......................................................................................................................128

  • 187. $ Revenue (5)............................................................................................................129

  • 188. $ Revenue, by Channel Type (2).................................................................................129

  • 189. $ Revenue, by Data Services......................................................................................129

  • 190. $ Revenue, by Voice Services.....................................................................................130

  • 191. $ Revenue, by Bearer Service and Application Type.....................................................130

  • 192. $ Cost of SLA Management........................................................................................130

  • 193. $ Revenue.................................................................................................................131

  • 194. # Hours for All Installations Committed, Between Customer Required and Committed Dates

.........................................................................................................................131

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications 195. # Hours for All Pricing Changes, from Approval to Ready
  • 195. # Hours for All Pricing Changes, from Approval to Ready for Customer Sale..................132

  • 196. # Months for All Revenue Recovery Cases..................................................................132

  • 197. # Hours for All Orders, from Ordering to Acceptance.....................................................133

  • 198. # Customer Requests Handled to Completion on First Call...........................................133

  • 199. # Customers..............................................................................................................133

  • 200. # Hours for All Service Problem Resolutions, by Process Type......................................134

  • 201. $ Value of Current Billing Charges...............................................................................134

  • 202. $ Revenue Billed........................................................................................................134

  • 203. $ Cost of Assurance....................................................................................................135

  • 204. $ Cost of Customer Management................................................................................135

  • 205. $ Cost of Fulfillment (2)...............................................................................................135

  • 206. $ Cost of Stranded and Unused Assets.......................................................................136

  • 207. # Days from Bill Cycle Close to Bill Dispatch................................................................136

  • 208. # Minutes for All Customer Incidents, from Reported to Resolved..................................137

  • 209. # Hours for All Repair..................................................................................................137

  • 210. $ Revenue for Services Newly Fulfilled........................................................................137

  • 211. # Bills Issued..............................................................................................................138

  • 212. # Customer Contacts About Billing...............................................................................138

  • 213. # Customers (2).........................................................................................................138

  • 214. # Bill Processing Faults Resolved................................................................................139

  • 215. # Bills.........................................................................................................................139

  • 216. # Bills Issued (3).........................................................................................................139

  • 217. # Bills Issued (2).........................................................................................................140

  • 218. # Bills Paid Electronically............................................................................................140

  • 219. # Bills Produced.........................................................................................................140

  • 220. # Bills Produced (3)....................................................................................................141

  • 221. # Bills Requiring Adjustments Initiated by Customer.....................................................141

  • 222. # Bills Requiring Adjustments Initiated Internally...........................................................141

  • 223. # Bills Sent Electronically............................................................................................142

  • 224. # Activations Completed..............................................................................................142

  • 225. # Customer Contacts..................................................................................................142

  • 226. # Orders (2)................................................................................................................143

  • 227. # Customer Contacts (2).............................................................................................143

  • 228. # Customer Payments................................................................................................143

  • 229. # Customer Requests.................................................................................................144

  • 230. # Customer Requests (2)............................................................................................144

  • 231. # Customers (3).........................................................................................................145

  • 232. # Customers at Start of Month.....................................................................................145

  • 233. # Customers at Start of Month (2)................................................................................145

  • 234. # Data Records..........................................................................................................146

  • 235. # Fulfillment Issues.....................................................................................................146

  • 236. # Orders with Errors....................................................................................................146

  • 237. # Orders with Pending Error Fixes...............................................................................147

  • 238. # Customer Calls Inbound...........................................................................................147

  • 239. # Customer Incidents Closed......................................................................................147

  • 240. # Installations Committed............................................................................................148

  • 241. # Customers Misaligned.............................................................................................148

  • 242. # Data Records Misaligned.........................................................................................148

  • 243. # NOC FTEs Assigned to Problem Resolution.............................................................149

  • 244. # Pricing Changes......................................................................................................149

  • 245. # Problem Reports......................................................................................................149

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications 246. # Problem Reports (2).................................................................................................150 247. # Problem Reports (3).................................................................................................150 248.
  • 246. # Problem Reports (2).................................................................................................150

  • 247. # Problem Reports (3).................................................................................................150

  • 248. # Cases of Recovered Revenue..................................................................................150

  • 249. # Activations...............................................................................................................151

  • 250. # Activations (2)..........................................................................................................151

  • 251. # SLAs.......................................................................................................................151

  • 252. # Orders.....................................................................................................................152

  • 253. # Customers (4).........................................................................................................152

  • 254. # Settlement Reports..................................................................................................152

  • 255. # Customer Transactions............................................................................................153

  • 256. # XDRs......................................................................................................................153

  • 257. # XDRs (2).................................................................................................................153

  • 258. $ Cost of Channel.......................................................................................................154

  • 259. $ Revenue (2)............................................................................................................154

  • 260. $ Revenue Collected..................................................................................................154

  • 261. $ Revenue (4)............................................................................................................155

  • 262. # Hours for All Repair and Maintenance.......................................................................155

  • 263. # Minutes for All Contracted Service Uptime (2)............................................................155

  • 264. $ Revenue Unbilled and Underbilled............................................................................156

  • 265. $ Cost of Fulfillment (3)...............................................................................................156

  • 266. # Data Records Validated...........................................................................................156

  • 267. $ Revenue Leakage Discovered and Recoverable.......................................................157

  • 268. $ Revenue Leakage Discovered and Recoverable (2)..................................................157

  • 269. # Settlement Reports Verified and Accepted................................................................157

  • 270. $ Cost Leakage Detected and Recovered....................................................................158

  • 271. $ Cost Leakage Detected and Not Recovered.............................................................158

  • 272. # Minutes for All Actual Service Uptime........................................................................159

  • 273. # Minutes for All Contracted Service Uptime.................................................................159

  • 274. # Minutes for All Service Outages................................................................................159

  • 275. Revenue System Uptime............................................................................................160

  • 276. Revenue System Size................................................................................................160

  • 277. Mean Time to Repair (MTTR)......................................................................................160

  • 278. # Problem Reports Closed (2).....................................................................................161

  • 279. One .........................................................................................................................161

  • 280. Net Promoter Score, Relational (NPS-R) (2)................................................................161

  • 281. % Customers Who Are Promoters (Relational).............................................................162

  • 282. % Customers Who Are Detractors (Relational).............................................................162

  • 283. Net Promoter Score, Transactional (NPS-T) (2)............................................................162

  • 284. % Customers Who Are Promoters (Transactional)........................................................163

  • 285. % Customers Who Are Detractors (Transactional)........................................................163

3. Alternate Metric Listings.....................................................................................................................................165

  • 3.1. Business Metrics, Sorted by Metric ID (Simple List).......................................................165

  • 3.2. Business Metrics, Sorted by Metric Code......................................................................171

  • 3.3. Business Metrics, Sorted by Metric Name.....................................................................174

  • 3.4. Business Metrics, Sorted by XLS Name.......................................................................180

Appendix A: Administrative Information..............................................................................................................186

A.1. Version History............................................................................................................186 A.2.Release History...........................................................................................................186 A.3. Document Family and Related Documents...................................................................187

BMS – Business Metrics Specifications

1. Introduction

1.1. Document Overview

BMS – Business Metrics Specifications 1. Introduction 1.1. Document Overview The GB935 document family describes the( benchmark@tmforum.org ), and/or subscribing to its reports and services. GB935, Version 7.1 © TM Forum 2013. All Rights Reserved. Page 10 of 201 " id="pdf-obj-9-8" src="pdf-obj-9-8.jpg">

The GB935 document family describes the TM Forum output related to business metrics. The document family consists of several documents, including a Concepts & Principles document, an addendum A that lists out the business Metric Specifications, and an addendum B that describes the process for contributing new business metrics.

The Business Metrics Specifications Addendum A lists the definitions of the 100+ business metrics that are currently active with the BMS team. This includes key attributes like naming, codes, categories, formula, description, units, etc. Additional information concerning each metric and its corresponding benchmarking data is available by contacting the business benchmarking team (benchmark@tmforum.org), and/or subscribing to its reports and services.

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications 2. Description of Metrics, By Metric ID The following lists all

2. Description of Metrics, By Metric ID

The following lists all the BMS metrics and their constituent measures, by Metric ID, and all the key attributes for that metric. Only non-blank attributes are listed. For a description of the metric attributes, see the BMS metric model in section 2.6 of GB935 Concepts & Principles.

1. Profitability

ID:

1

Code:

G-RM-1

Prose Name:

Profitability

XLS Name:

special.profitability

Category:

Business Metric

Description:

Service Offering profitability by quantifying operating income against

operating revenue (OBIDA)

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Ratio of Margin/Revenue

Metric Type:

Ratio

Prose Ratio:

$ Operating Income / $ Revenue (6)

XLS Ratio:

operating_income / revenue.6

Numerator ID:

183

Num Prose Name:

$ Operating Income

Num XLS Name:

operating_income

Num Includes:

(SO operating revenue - SO operating expenses); also defined as

(SO EBITA) Num Excludes:

Taxes, interest, income from other sources, depreciation, amortization

Num Units:

Currency

Denominator ID:

184

Den Prose Name:

$ Revenue (6)

Den XLS Name:

revenue.6

Den Includes:

Service revenue, CPE revenue or CPE revenue allocation

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Preferred:

High

Status:

Active

Unused:

No

Legacy Name:

Profitability

BMS – Business Metrics Specifications

2. Average Revenue per User (ARPU)

BMS – Business Metrics Specifications 2. Average Revenue per User (ARPU)  ID: 2  Code:

ID:

2

Code:

G-RM-1b

Prose Name:

Average Revenue per User (ARPU)

XLS Name:

special.arpu

Category:

Business Metric

Description:

Service Offering profitability by quantifying average revenue per user

(ARPU)

Comments:

Currency needs to be adapted for IMF PPP

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Ratio of Margin/Revenue

Metric Type:

Ratio

Prose Ratio:

$ Revenue (5) / # Users

XLS Ratio:

revenue.5 / users

Numerator ID:

187

Num Prose Name:

$ Revenue (5)

Num XLS Name:

revenue.5

Num Includes:

SO revenue after discounts, CPE revenue or CPE revenue allocation

Num Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO)

Num Units:

Currency

Denominator ID:

124

Den Prose Name:

# Users

Den XLS Name:

users

Den Includes:

Total number of current SO users at end of period

Den Units:

Number

Dimensions:

1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional)

Units:

Currency (Adjusted for IMF PPP)

Preferred:

High

Status:

Active

Unused:

No

Legacy Name:

ARPU

3. % Opex, of Capex

ID:

3

Code:

G-RM-2

Prose Name:

% Opex, of Capex

XLS Name:

pct.opex.of.capex

Category:

Business Metric

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Description: Service Offering cost efficiency by assessing Service Offering OpEx

Description:

Service Offering cost efficiency by assessing Service Offering OpEx

relative to CapEx Domain:

Revenue & Margin

Process Focus:

General

Topic:

Ratio of OpEx/CapEx

Metric Type:

Ratio

Prose Ratio:

$ Opex / $ Capex

XLS Ratio:

opex / capex

Numerator ID:

186

Num Prose Name:

$ Opex

Num XLS Name:

opex

Num Includes:

SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization

Num Units:

Currency

Denominator ID:

179

Den Prose Name:

$ Capex

Den XLS Name:

capex

Den Includes:

SO allocation of capital expenditures including capitalized interest.

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Status:

Active

Unused:

No

Legacy Name:

OpEx/CapEx

4. % Opex, of Revenue

ID:

4

Code:

G-RM-3

Prose Name:

% Opex, of Revenue

XLS Name:

pct.opex.of.revenue

Category:

Business Metric

Description:

Service Offering cost effectiveness by assessing Service Offering

OpEx relative to operating revenue

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Ratio of OpEx/Revenue

Metric Type:

Ratio

Prose Ratio:

$ Opex / $ Revenue (6)

XLS Ratio:

opex / revenue.6

Numerator ID:

186

Num Prose Name:

$ Opex

Num XLS Name:

opex

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Num Includes: SO (cost of service) + cost of CPE

Num Includes:

SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization

Num Units:

Currency

Denominator ID:

184

Den Prose Name:

$ Revenue (6)

Den XLS Name:

revenue.6

Den Includes:

Service revenue, CPE revenue or CPE revenue allocation

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Preferred:

Low

Status:

Active

Unused:

No

Legacy Name:

OpEx/Revenue

5. % Revenue, by Bearer Service and Application Type

ID:

5

Code:

G-RM-4

Prose Name:

% Revenue, by Bearer Service and Application Type

XLS Name:

pct.revenue.by.service_or_app.type

Category:

Business Metric

Description:

Service Offering revenue distribution between bearer service and

applications

Comments:

Capture Period Note: Most Recent 4 quarters, where Qa is most

recent

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Breakdown

Metric Type:

Ratio

Prose Ratio:

$ Revenue, by Bearer Service and Application Type / $ Revenue (2)

XLS Ratio:

revenue.by.service_or_app.type / revenue.2

Numerator ID:

191

Num Prose Name:

$ Revenue, by Bearer Service and Application Type

Num XLS Name:

revenue.by.service_or_app.type

Num Includes:

Total SO revenue across all categories as described in the modifying

details Num Excludes:

Handset revenue (mobile SO), CPE revenue

Num Units:

Currency

Denominator ID:

259

Den Prose Name:

$ Revenue (2)

Den XLS Name:

revenue.2

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Den Includes: Service revenue, CPE revenue or CPE revenue allocation

Den Includes:

Service revenue, CPE revenue or CPE revenue allocation

Den Excludes:

interest income, Handset revenue (mobile SO)

Den Units:

Currency

Dimensions:

1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2); 2. By Service Component: Service Bearer e.g. Internet access service, Applications e.g. email (2)

Units:

Percent

Decimal Places:

2

Status:

Active

Unused:

Yes

Legacy Name:

Revenue Breakdown Between Bearer Service and Applications

6. % Revenue, by Voice Services

ID:

6

Code:

G-RM-4b

Prose Name:

% Revenue, by Voice Services

XLS Name:

pct.revenue.by.voice_services

Category:

Business Metric

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Breakdown

Metric Type:

Ratio

Prose Ratio:

$ Revenue, by Voice Services / $ Revenue (6)

XLS Ratio:

revenue.by.voice_services / revenue.6

Numerator ID:

190

Num Prose Name:

$ Revenue, by Voice Services

Num XLS Name:

revenue.by.voice_services

Num Includes:

Revenue for voice specific services, including analog and VOIP

Num Excludes:

Handset revenue (mobile SO), CPE revenue

Num Units:

Currency

Denominator ID:

184

Den Prose Name:

$ Revenue (6)

Den XLS Name:

revenue.6

Den Includes:

Service revenue, CPE revenue or CPE revenue allocation

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Status:

Active

Unused:

No

Legacy Name:

% SO Revenue From Voice Services

BMS – Business Metrics Specifications

  • 7. % Revenue, by Data Services

BMS – Business Metrics Specifications 7. % Revenue, by Data Services  ID: 7  Code:

ID:

7

Code:

G-RM-4c

Prose Name:

% Revenue, by Data Services

XLS Name:

pct.revenue.by.data_services

Category:

Business Metric

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Breakdown

Metric Type:

Ratio

Prose Ratio:

$ Revenue, by Data Services / $ Revenue (6)

XLS Ratio:

revenue.by.data_services / revenue.6

Numerator ID:

189

Num Prose Name:

$ Revenue, by Data Services

Num XLS Name:

revenue.by.data_services

Num Includes:

Revenue for data specific services, e.g. broadband

Num Excludes:

Handset revenue (mobile SO), CPE revenue

Num Units:

Currency

Denominator ID:

184

Den Prose Name:

$ Revenue (6)

Den XLS Name:

revenue.6

Den Includes:

Service revenue, CPE revenue or CPE revenue allocation

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Status:

Active

Unused:

No

Legacy Name:

% SO Revenue From Data Services

  • 8. % Customers Acquired

ID:

8

Code:

G-RM-5a

Prose Name:

% Customers Acquired

XLS Name:

pct.customers.acquired

Category:

Business Metric

Description:

Service Offering revenue efficiency by assessing the number of new

customers acquired against total number of customers for a Service Offering

Comments:

net churn = customers lost - customers acquired

Domain:

Revenue & Margin

Process Focus:

General

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Topic: Customer Constancy  Metric Type: Ratio  Prose Ratio:

Topic:

Customer Constancy

Metric Type:

Ratio

Prose Ratio:

# Customers Acquired / # Customers at Start of Month

XLS Ratio:

customers.acquired / customers.start_of_month

Numerator ID:

181

Num Prose Name:

# Customers Acquired

Num XLS Name:

customers.acquired

Num Includes:

SO New customers within the month in question

Num Excludes:

SO existing customers who have signed for new services within SO

Num Units:

Number

Denominator ID:

232

Den Prose Name:

# Customers at Start of Month

Den XLS Name:

customers.start_of_month

Den Excludes:

Customers lost in the month in question

Den Units:

Number

Dimensions:

1. By Payment Timing: Prepay, Postpay (2) ; 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (optional)

Units:

Percent

Decimal Places:

2

Preferred:

High

Status:

Active

Unused:

No

Legacy Name:

Customers Acquired

9. % Customers Lost

ID:

9

Code:

G-RM-5b

Prose Name:

% Customers Lost

XLS Name:

pct.customers.lost

Alternate Name:

Churn Rate

Category:

Business Metric

Description:

Service Offering revenue efficiency by assessing the number of

Service Offering customers lost against total number of customers for that Service Offering

Comments:

gross churn = (default) churn = customers lost

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Customer Constancy

Alternate Name):

Churn Rate

Metric Type:

Ratio

Prose Ratio:

# Customers Lost / # Customers at Start of Month

XLS Ratio:

customers.lost / customers.start_of_month

Numerator ID:

182

Num Prose Name:

# Customers Lost

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Num XLS Name: customers.lost  Num Includes: SO Lost customers

Num XLS Name:

customers.lost

Num Includes:

SO Lost customers within the month in question

Num Excludes:

Existing customers who have reduced their services for this SO

Num Units:

Number

Denominator ID:

232

Den Prose Name:

# Customers at Start of Month

Den XLS Name:

customers.start_of_month

Den Excludes:

Customers lost in the month in question

Den Units:

Number

Dimensions:

1. By Payment Timing: Prepay, Postpay (2); 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)

Units:

Percent

Decimal Places:

2

Preferred:

Low

Status:

Active

Unused:

No

Legacy Name:

Customers Lost

10. % Revenue Unbilled

ID:

10

Code:

G-RM-RA-RLb

Prose Name:

% Revenue Unbilled

XLS Name:

pct.revenue.unbilled

Category:

Business Metric

Description:

Service Offering revenue efficiency by assessing the unbilled/under-

billed revenue relative to the total Service Offering revenue

Comments:

When collecting in Business Benchmarking Main Study, remember to

use the total services revenue for this metric . Do not use the Service Offering revenue unless you will also provide the unbilled information on a Service Offering basis.

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Revenue Leakage

Alternate ID:

RA-RLb

Metric Type:

Ratio

Prose Ratio:

$ Revenue Unbilled and Underbilled / $ Revenue

XLS Ratio:

revenue.unbilled_and_underbilled / revenue

Numerator ID:

264

Num Prose Name:

$ Revenue Unbilled and Underbilled

Num XLS Name:

revenue.unbilled_and_underbilled

Num Includes:

The detected revenue that is entirely or partly not billed to the

customer or to 3rd parties

Num Units:

Currency

Denominator ID:

193

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Den Prose Name: $ Revenue  Den XLS Name: revenue

Den Prose Name:

$ Revenue

Den XLS Name:

revenue

Den Includes:

Services revenue

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Preferred:

Low

Status:

Active

Unused:

No

Legacy Name:

% Revenue That Could Not Be Billed

11. $ Revenue Unbilled

ID:

11

Code:

G-RM-RA-RLc

Prose Name:

$ Revenue Unbilled

XLS Name:

revenue.unbilled

Category:

Business Metric

Comments:

Currency needs to be adapted for IMF PPP, Similar to RA-RLb but in

a monetary value instead of Ratio. If for internal use only, adjustment by IMF PPP not required.

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Revenue Leakage

Alternate ID:

RA-RLc

Metric Type:

Ratio over 1

Prose Ratio:

$ Revenue Unbilled and Underbilled / One

XLS Ratio:

revenue.unbilled_and_underbilled / special.one

Numerator ID:

264

Num Prose Name:

$ Revenue Unbilled and Underbilled

Num XLS Name:

revenue.unbilled_and_underbilled

Num Includes:

The detected revenue that is entirely or partly not billed to the

customer or to 3rd parties

Num Units:

Currency

Denominator ID:

279

Den Prose Name: One

Den XLS Name:

special.one

Den Units:

Number

Units:

Currency

Preferred:

Low

Status:

Active

Unused:

Yes

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Legacy Name: Amount of Revenue That Could Not Be Billed

Legacy Name:

Amount of Revenue That Could Not Be Billed

  • 12. % XDRs for Billing

ID:

12

Code:

G-RM-RA-RLe

Prose Name:

% XDRs for Billing

XLS Name:

pct.xdrs.billing

Category:

Business Metric

Comments:

In the denominator, semi-duplicate records (e.g., multiple records for

the same event, for example from different network elements, should be counted as one record

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Revenue Leakage

Alternate ID:

RA-RLe

Metric Type:

Ratio

Prose Ratio:

# XDRs for Billing / # XDRs from Network

XLS Ratio:

xdrs.billing / xdrs.network

Numerator ID:

160

Num Prose Name:

# XDRs for Billing

Num XLS Name:

xdrs.billing

Num Includes:

All xDRs received in Billing during the period

Num Excludes:

Any not falling in above criteria (late arriving/dropped)

Num Units:

Number

Denominator ID:

176

Den Prose Name:

# XDRs from Network

Den XLS Name:

xdrs.network

Den Includes:

All xDRs captured by Network Element during the period

Den Excludes:

Any not falling in above criteria (late arriving/dropped)

Den Units:

Number

Units:

Percent

Decimal Places:

2

Preferred:

High

Status:

Active

Unused:

Yes

Legacy Name:

% Billing xDRs

  • 13. % Cost of Stranded and Unused Assets, of Revenue

ID:

13

Code:

G-RM-RA-RLg

Prose Name:

% Cost of Stranded and Unused Assets, of Revenue

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  XLS Name: pct.cost.stranded_assets.of.revenue  Category: Business Metric  Description: Service

XLS Name:

pct.cost.stranded_assets.of.revenue

Category:

Business Metric

Description:

Service Offering revenue efficiency by assessing the quarterly Total

cost of stranded and unused assets

Comments:

Assets are part of CapEx

Domain:

Revenue & Margin

Process Focus: General

Topic:

Revenue Assurance - Revenue Leakage

Alternate ID: RA-RLg

Metric Type:

Ratio

Prose Ratio:

$ Cost of Stranded and Unused Assets / $ Revenue (6)

XLS Ratio:

cost.stranded_and_unused_assets / revenue.6

Numerator ID: 206

Num Prose Name:

$ Cost of Stranded and Unused Assets

Num XLS Name:

cost.stranded_and_unused_assets

Num Includes:

Sum of cost of all stranded and unused assets in the period

Num Excludes:

Assets not related to individual subscribers such as shared network

assets. Only includes assets that are specific to individual subscribers (individuals or enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes, unused HLR/SDP records

Num Units:

Currency

Denominator ID:

184

Den Prose Name:

$ Revenue (6)

Den XLS Name:

revenue.6

Den Includes:

Service revenue, CPE revenue or CPE revenue allocation

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO)

Den Units:

Currency

Dimensions:

By Payment Timing: Prepay, Postpay (2) (Optional)

Units:

Percent

Decimal Places:

2

Preferred:

Low

Status:

Active

Unused:

Yes

Legacy Name:

Cost Of Stranded Assets

14. % Settlement Reports Accepted

ID:

14

Code:

G-RM-RA-RLh

Prose Name:

% Settlement Reports Accepted

XLS Name:

pct.settlement_reports.accepted

Category:

Business Metric

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Description: Service Offering revenue efficiency by assessing the quarterly verified

Description:

Service Offering revenue efficiency by assessing the quarterly verified

and accepted 3rd party settlement reports relative to the total settlement reports

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Revenue Leakage

Alternate ID:

RA-RLh

Metric Type:

Ratio

Prose Ratio:

# Settlement Reports Verified and Accepted / # Settlement Reports

XLS Ratio:

settlement_reports.accepted / settlement_reports

Numerator ID:

269

Num Prose Name:

# Settlement Reports Verified and Accepted

Num XLS Name:

settlement_reports.accepted

Num Includes:

SP Settlement Reports on which no dispute is outstanding

Num Excludes:

Any reports under dispute or not accepted

Num Units:

Number

Denominator ID:

254

Den Prose Name:

# Settlement Reports

Den XLS Name:

settlement_reports

Den Includes:

All SP Settlement Reports irrespective of status during the period in

question

Den Units:

Number

Dimensions:

1. By Payment Timing: Prepay, Postpay (2) (Optional)

Units:

Percent

Decimal Places:

2

Preferred:

High

Status:

Active

Unused:

Yes

Legacy Name:

% Settlement Reports Accepted

15. % Revenue Overbilled

ID:

15

Code:

G-RM-RA-RLj

Prose Name:

% Revenue Overbilled

XLS Name:

pct.revenue.overbilled

Category:

Business Metric

Comments:

When collecting in Business Benchmarking Main Study, remember to

use the total services revenue for this metric . Do not use the Service Offering revenue unless you will also provide the unbilled information on a Service Offering basis.

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Revenue Leakage

Alternate ID:

RA-RLj

Metric Type:

Ratio

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Prose Ratio: $ Revenue Overbilled (2) / $ Revenue 

Prose Ratio:

$ Revenue Overbilled (2) / $ Revenue

XLS Ratio:

revenue.overbilled.2 / revenue

Numerator ID:

130

Num Prose Name:

$ Revenue Overbilled (2)

Num XLS Name:

revenue.overbilled.2

Num Includes:

The detected revenue that is overbilled to the customer or to 3rd

parties Num Units:

Currency

Denominator ID:

193

Den Prose Name:

$ Revenue

Den XLS Name:

revenue

Den Includes:

Services revenue

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Preferred:

Low

Status:

Active

Unused:

Yes

Legacy Name:

% Revenue That Was Overbilled

16. % Revenue Recovered

ID:

16

Code:

G-RM-RA-PEa

Prose Name:

% Revenue Recovered

XLS Name:

pct.revenue.recovered

Category:

Business Metric

Description:

revenue assurance control efficiency by assessing the recovered

value relative to the total operating revenue

Comments:

When collecting in Business Benchmarking Main Study, remember to

use the total services revenue for this metric . Do not use the Service offering revenue unless you will also provide the unbilled information on a service offering basis. Revenue from customers and from 3rd parties are considered. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Control Efficiency

Alternate ID:

RA-PEa

Metric Type:

Ratio

Prose Ratio:

$ Revenue Recovered (2) / $ Revenue

XLS Ratio:

revenue.leakage.recovered.2 / revenue

Numerator ID:

131

BMS – Business Metrics Specifications

BMS – Business Metrics Specifications  Num Prose Name: $ Revenue Recovered (2)  Num XLS

Num Prose Name:

$ Revenue Recovered (2)

Num XLS Name:

revenue.leakage.recovered.2

Num Includes:

Leakage that is recovered

Num Excludes:

Not a leakage or not recovered

Num Units:

Currency

Denominator ID:

193

Den Prose Name:

$ Revenue

Den XLS Name:

revenue

Den Includes:

Services revenue

Den Excludes:

Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP)

Den Units:

Currency

Units:

Percent

Decimal Places:

2

Status:

Active

Unused:

No

Legacy Name:

% Recovered Revenue Value

17. $ Revenue Recovered

ID:

17

Code:

G-RM-RA-PEb

Prose Name:

$ Revenue Recovered

XLS Name:

revenue.leakage.recovered

Category:

Business Metric

Comments:

Currency needs to be adapted for IMF PPP, If for internal use only,

adjustment by IMF PPP not required. Similar to RA-PEa but in a monetary value instead of Ratio. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain:

Revenue & Margin

Process Focus:

General

Topic:

Revenue Assurance - Control Efficiency

Alternate ID:

RA-PEb

Metric Type:

Ratio over 1

Prose Ratio:

$ Revenue Recovered (2) / One

XLS Ratio:

revenue.leakage.recovered.2 / special.one

Numerator ID:

131

Num Prose Name:

$ Revenue Recovered (2)

Num XLS Name:

revenue.leakage.recovered.2

Num Includes:

Leakage that is recovered

Num Excludes:

Not a leakage or not recovered

Num Units:

Currency

Denominator ID:

279

Den Prose Name:

One

BMS – Business Metrics Specifications

Den XLS Name:

special.one

Den Units:

Number

Units:

Currency

Preferred:

High

Status:

Active

Unused:

Yes

Legacy Name:

Recovered Revenue Value

18. % Revenue Recoverable

BMS – Business Metrics Specifications  Den XLS Name: special.one  Den Units: Number  Units:

ID:

18

Code:

G-RM-RA-PEc

Prose Name:

% Revenue Recoverable

XLS Name:

pct.revenue.recoverable

Category:

Business Metric

Description:

revenue assurance control efficiency by assessing the value that is

discovered and recoverable relative to the total operating revenue

Comments:

Revenue from customers and from 3rd parties are considered. This

KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain:

Revenue & Margin

Process Focus: General

Topic:

Revenue Assurance - Control Efficiency

Alternate ID:

RA-PEc

Metric Type:

Ratio

Prose Ratio: