Perspective Objective

Increase Profitability

Revenue Grow & Mix

Finance

Cost Optimization

Improve Customer Experience

 Improve Customer Experience
Customer

Increase Subscriber Base

Enhance Brand Reputation

Enhance Risk and Security Management

Internal Process

Improve
Network system capacity and presence
Internal Pro
Enhance Productivity and efficiency

Improve Stakeholder Management

Enhance Technology and Digital

Capability

Enhance talent and knowledge

Learning & Growth

management

Enhance Organization Culture

 Improve employee satisfaction

Remarks
Customer Satisfaction Index:
• Divisions responsible for both the overall Customer Satisfaction Index and the Customer Satisfaction In
• Divisions with only the overall Customer Satisfaction Index KPI should also cascade this from the depa
• Zone and Region Directors, zone and region support domain managers, supervisors, and staff will be m
• Zone and regions Commercial and Technical domain managers, supervisors, and staffs will be measur

• Working System-related KPIs: If a department or section does not have working system-related KPIs, t
• Strategic KPIs stated with ‘not applicable’ remark weights shall be distributed to Internal process persp
• For the DO2SAVE KPI at the group and individual levels, the weight distribution will be 1 for working ho
• For the "Employees and Managements Trained" KPI, the section level weight distribution will be 1 for th
development plan.
• Strategic KPIs, target, and weight for first half year and second half year cascaded to the division shou
• The data source, reporting frequency, and owner for Strategic KPIs are as defined in the division's BSC
 Ethio Telecom
Mission - To Provide Reliable Communications & Digital Financial Services to Simplify Life, and Accelerate
Digital Transformation of Ethiopia.
Vision - A leading digital solutions provider.

Values - Human-centric, Integrity, Excellence, Socially Responsible, Togetherness

1st Half
Division Level KPI UoM Weight
Target
Net Profit
Measure the amount of money the business earns after
ETB(B) 4 -4.07
deducting all operating, interest, and tax expenses over a
given period of time.

Total Revenue
Measure the revenue of each product, Service and other
ETB(B) 6 68.22
source of income.
The Corporate result will be taken.

New Business Stream Revenue

(Enterprise solutions, VAS, Infrastructure Sharing, Telebirr,
ETB(B) 4 11.94
and others beyond Connectivity service revenue
The Corporate result will be taken.

MBB ARPU
The Corporate result will be taken.
ETB 2 65.85
Annual Leave Cost
The division's result will be taken (Utilizing 50% of % 1 25
Division acrued AL cost)
Resource utilization Rate
% 1 100
(2016 and 2017 EFY purchased )

DO2SAVE
Measure the performance of cost-effectiveness activities and
% 3 100
its monetary value impact on cost saving (OPEX +CAPEX)
Division's result will be measured by FFD

Customer Satisfaction Index (For Support Domain)

Measure the reflection of customer satisfaction. Number 5 8.5
Corporate customer satisfaction result will be taken
Customer Satisfaction Index (For Commercial and
Technical Domain)
Number 2 8.5
Measure the reflection of customer satisfaction.
Corporate customer satisfaction result will be taken

Customer Satisfaction Index with specific variable

Measure the reflection of customer satisfaction to specific
Target
variables that are related to work units mission and
Number 4 cascaded on
responsibility
division BSC
Corporate customer satisfaction result with specific variables
will be taken

Customer Complaint Rate

Will take Corporate result % 2 <0.15

90 Days Mobile Active Subscribers

Number
Measure the number active subscribers that have been (M)
4 65.79
generating revenue in the last three months

90 day ActiveTelebirr Subscribers

Number
Measure the number active tele birr subscribers that (M)
4 7.73
have been generating revenue in the last three months

Churn Rate
Measure the number of customers that have been stopped
generating revenue for three consecutive months.
% 2 ≤0.54
Will take Corporate result

High-valued Subscriber Churn rate

% 2 ≤0.86
Will take Corporate result

Brand Reputation Index

Number 2 8.5
Will take Corporate result

Risk Mitigation (Extreme, High, Medium level)

Risk mitigation performance on risks identified and delivered
% 2 100
for the division by ISecD
Division result will be measured by RA

Resolution of Audit findings

Measure the action performance that derived from audit
% 1 100
findings by audit division
Division result will be measured by Audit division

Digital Services active users (Super App Users)

Number 2 2.4
Will take Corporate result
Average Revenue Per Employee (ARPE)
Will take Corporate result
ETB 2 672,126
Data Service Traffic Growth (Mobile Broadband rated traffic
growth) MB(B) 2 606.14
Will take Corporate result
Partnership Index
% 2 8.5
Will take Corporate result

Working system related KPI

Enhanced Critical / Normal OR New Design working
systems Number 2 Division Target
Working systems enhanced by the division (in cooperation
with CxQMD) will be measured against the planned number

Digital Maturity Index

Measures how well a company is making use of digital
technology and how integrated they are into the company’s Number 2 3.7
operations to achieve success.
Will take Corporate result

Number of Employees & Managers Trained

Measures number of employees and managers trained in the Number 2 Division Target
division as per the target set by TExA/HRD

Employees & Managers trained in Digital Talent Training

Programs
Measures the number of Employees and Managers who took Number 1 Division Target
training related with Digital Talent as per the target set by
TExA/HRD
Employees Training Completion Rate Measure number of
Employees Successfully Completed the given Training % 2 100
measured by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or objective
through Training (Measured by TExA&HR). % 2 95
Corporate result will be taken

Employee Empowerment Index

% 2 85
Corporate result will be taken

Organizational Culture Index

% 2 85
Corporate result will be taken
 Employee Engagement Rate
The Corporate result will be taken. % 2 85

Employee satisfaction Rate

% 2 85
The Corporate result will be taken.

overall Customer Satisfaction Index and the Customer Satisfaction Index with specific variables should cascade Customer Satisfaction Inde
omer Satisfaction Index KPI should also cascade this from the department level to the individual level.
and region support domain managers, supervisors, and staff will be measured based on their respective zone or region's results against the
Technical domain managers, supervisors, and staffs will be measured based on their respective zone or regions with their domain specific

department or section does not have working system-related KPIs, the weight should be distributed to Internal Process functional KPIs.
licable’ remark weights shall be distributed to Internal process perspective functional KPIs.
p and individual levels, the weight distribution will be 1 for working hour utilization rate and 2 for timely completion of tasks.
ments Trained" KPI, the section level weight distribution will be 1 for the number of knowledge sharing and 1 for the number of employees tra

for first half year and second half year cascaded to the division should be cascaded to the department, section, and individual levels withou
cy, and owner for Strategic KPIs are as defined in the division's BSC plan.
elecom
, and Accelerate

2nd Half
Department Level KPI UoM Weight
Target

13.85 Not Applicable

Total Revenue
Measure the revenue of each product, Service and other
95.48 ETB(B) 6
source of income.
The Corporate result will be taken.

New Business Stream Revenue

(Enterprise solutions, VAS, Infrastructure Sharing,
24.82 Telebirr, , and others beyond Connectivity service ETB(B) 4
revenue
The Corporate result will be taken.

MBB ARPU
68.23 The Corporate result will be taken.
ETB 2
Annual Leave Cost
50 The department's result will be taken (Utilizing 50% % 1
of Division acrued AL cost)
Resource utilization Rate
100 % 1
(2016 and 2017 EFY purchased )

DO2SAVE
Measure the performance of cost-effectiveness activities
100 and its monetary value impact on cost saving (OPEX % 3
+CAPEX)
Will take Divisions result

Customer Satisfaction Index

Measure the reflection of customer satisfaction.
8.5 Corporate customer satisfaction result will be taken % 5
Not applicable for divisions which has specific to division
Customer satisfaction index
 8.5 Not Applicable

Customer Satisfaction Index with specific variable

Measure the reflection of customer satisfaction to specific
Target
variables that are related to work units mission and
cascaded on % 6
responsibility
division BSC
Corporate customer satisfaction result with specific
variables will be taken

Customer Complaint Rate

<0.14 Division result will be taken % 2

90 Days Mobile Active Subscribers

69.47 Will take cascaded target for the division from Corporate. Number (M) 4
Will take Corporate result

90 day ActiveTelebirr Subscribers

11 Will take cascaded target for the division from Corporate. Number (M) 4
Will take Corporate result

Churn Rate
Measure the number of customers that have been
≤0.44 stopped generating revenue for three consecutive % 2
months.
Will take Corporate result
High-valued Subscriber Churn rate
≤0.72 % 2
Will take Corporate result

Brand Reputation Index

8.5 Number 2
Will take Corporate result

Risk Mitigation (Extreme, High, Medium level)

100 For Applicable Department % 2
Will take Division result

100 Not Applicable

Digital Services active users (Super App Users)

3.5 Number 2
Will take Corporate result
 929,342 Not Applicable
Data Service Traffic Growth (Mobile Broadband rated
646.96 traffic growth) MB(B) 2
Will take Corporate result
8.5 To be determined by the division ( based on the nature of partner relationship Management task

Division
For applicable department Number 2
Target

Digital Maturity Index

4 Number 2
Division result will be taken

Number of Employees & Managers Trained

Division
Measures number of employees and Managers trained in the Number 2
Target department as per the target set by TExA/HRD

Employees & Managers trained in Digital Talent Training

Programs
Division Target Measures the number of Employees and Managers who took Number 1
training related with Digital Talent as per the target set by
TExA/HRD

Employees Training Completion Rate Measure number of

100 Employees Successfully Completed the given Training % 2
measured by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or objective through
95 Training (Measured by TExA&HR).
% 2
Corporate result will be taken

Employee Empowerment Index

85 % 2
Corporate result will be taken

Organizational Culture Index

85 % 2
Corporate result will be taken
 Employee Engagement Rate
85 The Division result will be taken. % 2

Employee satisfaction Rate

85 % 2
The Division result will be taken.

Customer Satisfaction Index with specific variables KPIs from the department level down to the individual level.

region's results against the target of 8.5 customer satisfaction index.

s with their domain specific variables customer satisfaction results against the target of 8.5 customer satisfaction index.

Process functional KPIs.

n of tasks.
he number of employees trained. At the group and individual levels, the distribution will be 1 for knowledge sharing and 1 for the personal

and individual levels without modification, except for targets that are specifically stated to be determined by the division.
 Common KPIs
1st Half 2nd Half
Section Level KPI UoM
Target Target

Not Applicable

Total Revenue
Measure the revenue of each product, Service and other
68.22 95.48 source of income.
ETB(B)
The Corporate result will be taken.

To be determined by the division ( based on the nature of the

MBB ARPU
65.85 68.23 The Corporate result will be taken.
ETB
Annual leave cost
25 50 The section's result will be taken (Utilizing 50% of %
Division acrued AL cost)
To be determined by the division ( based on the nature of the tas

DO2SAVE
Measure the performance of cost-effectiveness activities
100 100 and its monetary value impact on cost saving (OPEX %
+CAPEX) .
Will take Divisions result

Customer Satisfaction Index

Measure the reflection of customer satisfaction.
8.5 8.5 Corporate customer satisfaction result will be taken %
Not applicable for divisions which has specific to division
Customer satisfaction index
e

Customer Satisfaction Index with specific variable

Measure the reflection of customer satisfaction to specific
Target Target
variables that are related to work units mission and
cascaded on cascaded on %
responsibility
division BSC division BSC
Corporate customer satisfaction result with specific
variables will be taken

Customer Complaint Rate

<0.15 <0.14 Division result will be taken %

90 Days Mobile Active Subscribers

65.79 69.47 Will take cascaded target for the division from Corporate. Number (M)
Will take Corporate result

7.73 11 To be determined by the division ( based on the nature of the task)

Churn Rate
Measure the number of customers that have been
≤0.54 ≤0.44 stopped generating revenue for three consecutive months.
%
Will take Corporate result

High-valued Subscriber Churn rate

≤0.86 ≤0.72 %
Will take Corporate result

Brand Reputation Index

8.5 8.5 Number
Will take Corporate result

Risk Mitigation (Extreme, High, Medium level)

100 100 For Applicable Section %
Will take Division result

Not Applicable

2.4 3.5 To be determined by the division ( based on the nature of the tas
 Not Applicable

606.14 646.96 Not Applicable

ner relationship Management task) To be determined by the division ( based on the nature of partner relationship M

Department Department
For applicable Section Number
Target Target

Digital Maturity Index

3.7 4 Number
Division result will be taken

Number of Employees Trained

Measures number of employees trained in the Section as per the
target set by TExA/HRD
Number
Department Department
Target Target
Number of Knowledge Sharing
Measures the total number of knowledge sharing program Number
delivered in the section.

Number of Employees Trained in Digital Talent Training

Programs
Department Department
Measures number of employees trained in the Section as per the Number
Target Target target set by TExA/HRD

Employees Training Completion Rate Measure number of

100 100 Employees Successfully Completed the given Training %
measured by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or objective through
95 95 Training (Measured by TExA&HR).
%
Corporate result will be taken

Employee Empowerment Index

85 85 Number
Corporate result will be taken

Organizational Culture Index

85 85 Number
Corporate result will be taken
 Employee Engagement Rate
85 85 The Division result will be taken. %

Employee satisfaction Rate

85 85 %
The Division result will be taken.

dual level.

satisfaction index.

edge sharing and 1 for the personal

ed by the division.
 Common KPIs
1st Half 2nd Half
Weight Group Level KPI
Target Target

cable Not Applicable

Total Revenue
Measure the revenue of each product, Service and other
6 68.22 95.48 source of income.
The Corporate result will be taken.

ased on the nature of the task) To be determined by the division ( based on

2 65.85 68.23 To be determined by the division ( based on

1 25 50 Not Applicable

ased on the nature of the task) To be determined by the division ( based on t

Working Hour Utilization rate

3 100 100

Timely Completion of Tasks

Customer Satisfaction Index

Measure the reflection of customer satisfaction.
5 8.5 8.5 Corporate customer satisfaction result will be taken
Not applicable for divisions which has specific to division
Customer satisfaction index
 Customer Satisfaction Index with specific variable
Measure the reflection of customer satisfaction to specific
Target Target
variables that are related to work units mission and
6 cascaded on cascaded on
responsibility
division BSC division BSC
Corporate customer satisfaction result with specific variables
will be taken

Customer Complaint Rate

2 <0.15 <0.14 Division result will be taken

90 Days Mobile Active Subscribers

4 65.79 69.47 Will take cascaded target for the division from Corporate.
Will take Corporate result

ased on the nature of the task) To be determined by the division ( based on th

Churn Rate
Measure the number of customers that have been stopped
2 ≤0.54 ≤0.44 generating revenue for three consecutive months.
Will take Corporate result

High-valued Subscriber Churn rate

2 ≤0.86 ≤0.72
Will take Corporate result

Brand Reputation Index

2 8.5 8.5
Will take Corporate result

2 100 100 To be determined by the division ( based on th

cable Not Applicable

ased on the nature of the task) To be determined by the division ( based on th

cable Not Applicable

cable Not Applicable

ture of partner relationship Management task) To be determined by the division ( based on the nature of pa

Work on standardization
Measures individuals implementation level of working processes,
2 Section Target Section Target procedures, policies & governances prepared for his/her respective
section/department/division.

2 3.7 4 Not Applicable

Number of Knowledge Sharing

1 Measures the total number of knowledge sharing program delivered
in the group
Section Target Section Target
PDP Implementation
1 Measures the preparation and implementation level of personal
development plan prepared by individuals

1 Section Target Section Target To be determined by the div

Employees Training Completion Rate Measure number of

2 100 100 Employees Successfully Completed the given Training measured
by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or objective through
2 95 95 Training (Measured by TExA&HR).
Corporate result will be taken

Employee Empowerment Index

85 85
Corporate result will be taken

Organizational Culture Index

2 85 85
Corporate result will be taken
 Employee Engagement Rate
2 85 85 The Corporate result will be taken.

2 85 85 Not Applicable
 UoM Weight 1st Half Target 2nd Half Target

Not Applicable

ETB(B) 6 68.22 95.48

by the division ( based on the nature of the task)

by the division ( based on the nature of the task)

Not Applicable

d by the division ( based on the nature of the task)

% 1 100 100

% 2 100 100

% 5 8.5 8.5
 Target
Target cascaded on Target cascaded on
cascaded on 6
division BSC division BSC
division BSC

% 2 <0.15 <0.14

Number (M) 4 65.79 69.47

ned by the division ( based on the nature of the task)

% 2 ≤0.54 ≤0.44

% 2 ≤0.86 ≤0.72

Number 2 8.5 8.5

ned by the division ( based on the nature of the task)

Not Applicable

ned by the division ( based on the nature of the task)

 Not Applicable

Not Applicable

n ( based on the nature of partner relationship Management task)

% 2 100 100

Not Applicable

target to be target to be
Number 1 determined by the determined by the
division division
target to be target to be
Number 1 determined by the determined by the
division division

To be determined by the division

% 2 100 100

% 2 95 95

Number 2 85 85

Number 2 85 85
 % 2 85 85

Not Applicable
 Individual Level KPI UoM Weight 1st Half Target

Not Applicable

Total Revenue
Measure the revenue of each product, Service and
ETB(B) 6 68.22
other source of income.
The Corporate result will be taken.

To be determined by the division ( based on the nature of the task)

To be determined by the division ( based on the nature of the task)

Not Applicable

To be determined by the division ( based on the nature of the task)

Working Hour Utilization rate % 1 100

Timely Completion of Tasks % 2 100

Customer Satisfaction Index

Measure the reflection of customer satisfaction.
Corporate customer satisfaction result will be taken % 5 8.5
Not applicable for divisions which has specific to
division Customer satisfaction index
Customer Satisfaction Index with specific variable
Measure the reflection of customer satisfaction to
specific variables that are related to work units Target cascaded on
% 6
mission and responsibility division BSC
Corporate customer satisfaction result with specific
variables will be taken

Customer Complaint Rate

Division result will be taken % 2 <0.15

90 Days Mobile Active Subscribers

Will take cascaded target for the division from Number
4 65.79
Corporate. (M)
Will take Corporate result

To be determined by the division ( based on the nature of the task)

Churn Rate
Measure the number of customers that have been
stopped generating revenue for three consecutive % 2 ≤0.54
months.
Will take Corporate result
High-valued Subscriber Churn rate
% 2 ≤0.86
Will take Corporate result

Brand Reputation Index

Number 2 8.5
Will take Corporate result

To be determined by the division ( based on the nature of the task)

Not Applicable

To be determined by the division ( based on the nature of the task)

 Not Applicable

Not Applicable

To be determined by the division ( based on the nature of partner relationship Management task)

Work on standardization
Measures individuals implementation level of working
processes, procedures, policies & governances prepared for
% 2 100
his/her respective section/department/division.

Not Applicable

Number of Knowledge Sharing target to be

Measures the total number of knowledge sharing program Number 1 determined by the
delivered by the individual.
division
PDP Implementation
Measures the preparation and implementation level of target to be
personal development plan prepared by individuals at the
Number 2 determined by the
begning of the year. division

To be determined by the division

Employees Training Completion Rate Measure number of

Employees Successfully Completed the given Training % 2 100
measured by TExA/HRD

Training Effectiveness & Impact Assessment

Measure employees' progress toward a goal or objective
through Training (Measured by TExA&HR).
% 2 95
Corporate result will be taken

Not Applicable

Implementation of Organizational Culture Elements

It will measures individuals implementation level of

components of the company desired culture elements and
passionate to simplify the life of customers and colleagues, % 2 100
and office dress promoting the company brand, teamwork
and cooperation, team-building activities, respect for team
member, adherence to company’s mission, vision, and
values
Employee's engagment for the success of the
% 2 100
section

Not Applicable
 2nd Half Target Applicability

Only for Applicable Divisions

95.48 All

he task) For Applicable Divisions / Dept./Sec

he task) For Applicable Divisions / Dept./Sec

All

As SCD is the owner of this KPI, the weight will be 3 for SCD,
task)

100
All
100

8.5 FFD, SCD, FD, IAD, EACD, SPMD, LD, HRD, TExA, PSD, NID
 MD, CxQMD, CSD, SD, CD, MMBD, ISD, ISecD, FND, WND, SOCD

Target cascaded on
division BSC
MD, CxQMD, CSD, SD, CD, MMBD, ISD, ISecD, FND, WND, SOCD

<0.14 All

69.47 All

sk) For applicable Divisions

≤0.44 For applicable Divisions

≤0.72 For applicable Divisions

8.5
All

sk)

For applicable Divisions

For applicable Divisions

sk)
For applicable Divisions
 All Divisions

For applicable Divisions

p Management task)
All

100

All

All
target to be
determined by the
division
All
target to be
determined by the
division

All

100 All

95

All

All

100 All
100
All

All