电信运营商100大KPI指标.docx

1０0 ＫＰI’s　ｆoｒ Mobｉle Tｅｌecｏm Ｏｐeｒａtｏｒｓ
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, ａ ｐerformancｅ　iｎdicator or keｙ pｅｒformaｎcｅ ｉｎdicａtｏr (KＰI） ｉs ａ measure　oｆ ｐｅrforｍancｅ． 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　uｓｉｎg Bｕsiｎｅｓs　Ｉｎｔｅｌligeｎce ｔecｈ