Analysys Mason has worked with a range of the world’s largest telecoms operators to help them improve their operational performance. Our projects provide participants with a comparison of their results with peer operators and a guide to best practice in that field.
Topics covered in previous benchmarking rounds have included:
- quality of service
- billing
- customer satisfaction.
Our approach is to build a club of at least eight member operators, and to build a rounded set of metrics that typically cover quality, speed and cost. The purely quantitative data results are also supplemented by interviews with each operator so that qualitative factors can be included. Both quantitative and qualitative elements feed into the guide for best practice in each topic area.
Our benchmarking projects have four main phases:
- Set up: we work closely with the member to define the objectives, agree the exact definitions required, and to provide the training needed for members to use our secure benchmarking platform.
- Data capture: during the second stage, members gather the required data and enter it on to the secure platform.
- Analysis: The results that have been collected are validated by Analysys Mason and any issues – such as with outlying data – are resolved. We also use this phase to discuss with the participants the reasons behind a result (for example, if one operator is gaining results 20% better than its peers, we try to understand the reasons behind this, such as organisational structure).
- Reporting: Participants are supplied with a detailed report outlining best practice in the topic area.
Operators which have been members of Analysys Mason’s benchmarking clubs include:
- BT, eircom, France Telecom, KPN, Lattelekom, Portugal Telecom, TDC, Telefónica, Telekom Austria, Telecom Italia, Telecom New Zealand, Telekom Polska, TeliaSonera, Telstra, TEO, Magyar Telekom and Turk Telekom.
Figure.1: Example output from a benchmarking project [Source: Analysys]
