100 KPIs for Mobile TelecomOperators145 Votes

Telecommunication service industry around the world is facing significant challenges from competition, technological revamps at very short frequencies and never-ending customer demands. In full-grown markets, the preferred path to growth is that of acquisition of competitors or alliance with newer partners. On the other hand, promising markets with explosive demand provide vast opportunities for the players.Today,telecommunication industry is no longer technology centric, but it revolves more around customer relationship. Customer satisfaction and marketing intelligence with innovative promotional schemes and advanced technology are the drivers of business. Also, cutthroat competition and mammoth investments in the telecom industry churn away profit margins and make intelligent decision making critical. And how do CXOs make decisions? Through KPI monitoring, control and analysis.As in the rest of the industries, aperformance indicatororkey performance indicator(KPI) is a measure ofperformance. Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organizational goals.KPIs can be specified by answering the question, What is really important to different stakeholders?. KPIs may be monitored usingBusiness Intelligencetechniques to assess the present state of the business and to assist in prescribing a course of action. The act of monitoring KPIs in real-time is known asbusiness activity monitoring(BAM). KPIs are frequently used to value difficult to measure activities such as the benefits of leadership development, engagement, service, and satisfaction.My friend Pareek has just sent me a set of 100 KPIs for telecom operators. He includes some illustrative figures in the brackets that show indicative values for an Asian Operator we will not disclose. Hope it helps.Best regards, CVA.

100 KPIs for Telecom Operators (Mobile Network Operators)Subscribers (Subs)1. Total Subs2. Subs Segmentation: Prepaid (95%), Post Paid (5%)3. Churn per month (3%)4. Subscriber per Employee (13,000)Usage1. Minutes of Usage (MOU)1. MOU Segmentation: Prepaid (400) , Postpaid (1000), Aggregate (420)2. MOU Segmentation: Incoming (220), Outgoing (200), Aggregate (420)2. Number of Outgoing SMS Per Sub Per Month (30)3. Minutes Carried Per Month (MON) (50 billion)4. % Airtime Capacity Utilization5. Minutes Per Site6. Number of Calls7. Number of Calls per Subscriber8. Average Call Duration9. Roaming Minutes10. International Roaming Minutes11. International Roaming Minutes Segmentation: Incoming (64%), Outgoing (36%)Revenue1. ARPU ( Average Revenue Per User)1. ARPU Segmentation: Voice ($4), Data ($8), Aggregate ($4)2. ARPU Segmentation: Prepaid ($3), Postpaid ($11), Blended ( $4)2. ARPM (Average Revenue Per Minute)1. ARPM Segmentation: Prepaid ($0.15), Postpaid ($0.022), Blended ($0.02 )3. Average Revenue Per Call4. Average Revenue Per Cell Site5. Average Revenue Per Employee6. Revenue Breakup (%)1. Access: Connection, Subscription (15%)2. Wireless Voice (55%)3. Data (5%)4. Internet (5%)5. Interconnect (10%)6. Roaming (10%), International Roaming Revenue (1%)7. International Roaming Revenue Segmentation: Postpaid (99%)Coverage and Spread1. Towns Covered2. Population Covered3. Area Covered4. Globalization: Number of Countries Operating Entity5. % Traffic Within Own Mobile (55%)6. Top 50% Users Revenue %7. Top 50% Sites Revenue %Market Share1. Subs Share2. Revenue Market Share3. Minutes Market ShareIncremental Performance1. Share of Net Adds Subs2. Share of Incremental Revenue3. Quarterly Sites Added4. MRPU ( Marginal Revenue Per User)5. Growth1. Subs Growth2. Revenue Growth3. Services Revenue Growth4. Services Revenue Acceleration5. ARPU Growth6. ARPM Growth6. Subs Added / Retail Point of Presence (POP)Operational Efficiency1. Average Margin Per User (AMPU)1. AMPU Segmentation: Prepaid (More),Postpaid (Less), Blended()2. Employee Cost / Town Covered ($2500)3. Number of BTS Sites4. Number of MSC Sites5. Number of Employees6. MSC/ Subs7. MSC/ BTS8. BTS/ Subs (1000)9. BTS/ Km210. Capex1. Capex (% Revenue) (25%)2. Capex per Sub ($140)3. Capex per Minute ($0.07)4. Capex per Site ($100K )11. Opex1. Opex per Sub ( $3)2. Opex per Minute ($0.02)3. Opex per site ($3000)12. Gross Capex ( Gross Fixed Assets + Incremental Capex)13. Opex as % Revenue (60%)14. Spectrum Charges as % Revenue (2%)15. License Fee as % Revenue (6%)16. InterConnect Cost as % Revenue (16%)17. Business Operations Cost1. Service Opex (Customer Care & Billing, Service Creation & Administration) as % Revenue (15%)18. Network Operating Cost as % Revenue (16%)1. Rental as % Network Opex (15%)2. Power & Fuel as % Network Opex (25%)3. Repair & Maintenance as %Network Opex (20%)4. Transmission as % Network Opex (15%)5. Core Network as % Network Opex (10%)6. Hardware and Software as % Network Opex (10%)19. Labor Cost (% Revenue) (5%)20. OSS/ BSS RatioMarketing1. Subscriber Acquisition Cost (SAC ) : Dealer Commission, Terminal Subsidy, Sales, Marketing, Distribution1. SAC as % Revenue (10%)2. SAC / net Addition (12$)3. SAC / Minute (0.001$)2. Sales Outlet1. Company Owned Sales Outlet2. Number of Retail Outlets or Point of Presence (POP)Quality1. Service Performance1. RTT Delay (Ms) (800)2. Application Through Put ( kbps) (25 Kbps)3. Call Setup Time2. Network Congestion1. Point of Interconnection (POI) Congestion (95%)2. Standalone Dedicated Control Channel (SDCCH) Congestion (