Benchmarking and best practice

Benchmarking provides a 'snapshot' that enables you to evaluate various aspects of your operations and determine your performance relative to comparable peers. Specifically, it can identify areas where there are opportunities to make efficiency savings or to increase revenue by answering key questions, such as:

  • how efficient is your backbone network?
  • how can you increase revenue from your small and medium-sized enterprise (SME) sales channels?
  • is your OSS investment delivering better performance and lower costs?
  • are your customers satisfied with your service provisioning times?
  • where should you focus efforts to improve performance?

Since 2003, we have undertaken a broad range of benchmarking activities for clients in the telecoms, media and technology (TMT) sectors, helping them to understand and optimise their performance. These broadly fall into two areas:

  • operational benchmarking and best practice: headcount, subscribers, revenue and costs, size and performance in areas such as sales, product development, charging/billing and collection, networks, IT and HR
  • tariff benchmarking and analysis: fixed and mobile voice and data tariffs, calling minutes and tariff allowances, and bundled services.

We have particular strengths in the operation of multi-participant benchmarks. The results have provided valuable insight into which aspects of their performance operators should focus on, and the practices they should adopt, based on 'best-in-class' examples.

The outputs from these projects have delivered considerable value to our clients, as the following testimonials from clients demonstrate.

  • "I cannot think of another benchmarking opportunity that has delivered more value per pound than Inbench." (Paul Allen, BT, on our 'Inbench' project.)
  • "This report is for sure the best operational EU-Telco-view in place. It will definitely help me to improve our company." (Participant, on our quality of service (QoS) benchmark.)

The following are examples of projects we have completed.

  • Since 2003, we have run a quality of service (QoS) benchmark for members of the European Telecommunications Network Operators' Association (ETNO). The benchmark spans PSTN (residential and enterprise), ADSL (residential and enterprise) and IPTV services across five QoS areas (provisioning, reliability, satisfaction, repair and helpdesk).
  • We have been conducting an in-depth global operational benchmark of communications service providers (CSPs) on behalf of a leading vendor, delivering a robust and independent view of operator needs since 2010.
  • For a fixed incumbent operator, we conducted a benchmark of retail and wholesale pricing of next-generation broadband services in selected European countries, Japan, South Korea and the USA. We also provided analysis of next-generation access (NGA) roll-outs for selected operators, along with a series of key findings and points for further discussion regarding the client's fixed broadband strategy.
  • On behalf of a leading European operator, we conducted a benchmark of tablet tariffs in selected European countries to help them optimise their pricing.