GB935-A Business Metric Specifications-V7 1

Business Metrics Scorecard (BMS)

Addendum A: Business Metrics Specifications

GB935-ATM Forum Approved Version 7.1November 2013IPR Mode: RAND

©TM Forum 2013. All Rights Reserved.

BMS – Business Metrics Specifications

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Table of Contents

Notice............................................................................................................................................2

Table of Contents..........................................................................................................................4

1. Introduction.............................................................................................................................111.1. Document Overview........................................................................................................11

2. Description of Metrics, By Metric ID.......................................................................................121. Profitability.........................................................................................................................122. Average Revenue per User (ARPU)...................................................................................133. % Opex, of Capex..............................................................................................................134. % Opex, of Revenue..........................................................................................................145. % Revenue, by Bearer Service and Application Type..........................................................156. % Revenue, by Voice Services...........................................................................................167. % Revenue, by Data Services............................................................................................168. % Customers Acquired......................................................................................................179. % Customers Lost.............................................................................................................1810. % Revenue Unbilled.........................................................................................................1911. $ Revenue Unbilled..........................................................................................................2012. % XDRs for Billing............................................................................................................2013. % Cost of Stranded and Unused Assets, of Revenue........................................................2114. % Settlement Reports Accepted.......................................................................................2215. % Revenue Overbilled.....................................................................................................2316. % Revenue Recovered....................................................................................................2417. $ Revenue Recovered.....................................................................................................2418. % Revenue Recoverable..................................................................................................2519. $ Revenue Recoverable...................................................................................................2620. # Days per Revenue Recovery Case................................................................................2721. % XDRs Successfully Recovered and Billed After Recycling.............................................2822. % Revenue Recovered and Recoverable.........................................................................2823. % Data Records Validated...............................................................................................2924. % Customers Reconciled.................................................................................................3025. % Data Records Misaligned.............................................................................................3126. % Customers Misaligned..................................................................................................3227. % Customer Contacts Received, by Channel Type...........................................................3228. Average Hold Time..........................................................................................................3329. Average Handle Time......................................................................................................3430. First Call Resolution (FCR)...............................................................................................3531. # Customer Requests (x1000) per Customer....................................................................3632. % Customer Requests Received, by Request Type..........................................................3733. % Customer Calls Abandoned..........................................................................................3734. % Cost of Customer Management, of Revenue................................................................3835. % Cost of Customer Management, of Opex......................................................................3936. $ Cost of Customer Management per Customer Request.................................................4037. # Hours per Order, from Ordering to Acceptance..............................................................4138. # Hours per Installation Committed, Between Customer Required and Committed Dates...4239. % Orders Delivered by Committed Date...........................................................................4340. # Customer Contacts About Usability of Installed Service per Activation............................4441. % Activations Failed.........................................................................................................44



42. % Orders Failed With 28 Days.........................................................................................4543. % Cost of Fulfillment, of New Revenue.............................................................................4644. % Cost of Sales, of Revenue............................................................................................4745. % Cost of Fulfillment, of Opex..........................................................................................4846. % Revenue, by Channel Type..........................................................................................4947. % Revenue, of Operating Cost, by Channel Type.............................................................4948. $ Cost of Fulfillment per Installation..................................................................................5049. # Hours per Order, from Ordering to Activation..................................................................5150. # Hours per Order, from Ordering to Activation, by Process Type......................................5251. % Orders Requiring Rework, by Cause Type....................................................................5352. # Hours per Fulfillment Issue............................................................................................5453. % Orders Requiring Rework.............................................................................................5554. % Orders Pending Error Fix..............................................................................................5555. % Cost of Future Infrastructure Build, of Revenue.............................................................5656. # Minutes per Customer Incident Resolution, by Severity Type..........................................5757. # Minutes per Customer Incident Resolution, by Customer Type.......................................5858. % Problem Reports Resolved by Due Date......................................................................5959. % Customer Incidents Reported More than Once.............................................................6060. % Customers with SLA....................................................................................................6161. % Problem Reports from Customers................................................................................6162. Service Availability...........................................................................................................6263. # SLA Violations per SLA.................................................................................................6364. % Problem Reports Resolved Within SLA Time Requirements..........................................6465. % Cost of Assurance, of Revenue....................................................................................6566. % Cost of Assurance, of Opex..........................................................................................6567. % Cost of SLA Management, of Revenue.........................................................................6668. $ Cost of Assurance per Service Problem Resolved.........................................................6769. # Minutes per Service Problem Resolution........................................................................6870. # Hours per Service Problem Resolution, by Process Type...............................................6971. % Problem Reports, by Cause Type.................................................................................7072. % Assurance Time for Repair...........................................................................................7173. Mean Time Between Failures (MTBF)..............................................................................7174. # Problem Reports per NOC FTE.....................................................................................7275. % Bills Delivered, by Delivery Type...................................................................................7376. % Customer Payments, by Payment Type........................................................................7477. % Bills Issued Electronically.............................................................................................7578. % Customer Payments Received Electronically................................................................7579. # Minutes per Customer Transaction................................................................................7680. # Hours per Bill, from Bill Cycle Close to Bill Dispatch........................................................7781. % Value of Billing Charges from Previous Cycle................................................................7882. % Bills Inaccurate.............................................................................................................7883. % Bills Adjusted...............................................................................................................7984. # Customer Contacts About Billing per Bill........................................................................8085. % Bills Adjusted Internally................................................................................................8186. % Cost of Billing, of Revenue Billed..................................................................................8187. % Bills Requiring Manual Intervention...............................................................................8288. % Cost of Collections, of Revenue Billed..........................................................................8389. $ Cost of Billing per Bill.....................................................................................................8490. # Days to Prepare Bills.....................................................................................................8591. Days Sales Outstanding (DSO)........................................................................................8592. # Hours per Order, from Activation to Bill Dispatch............................................................86



93. # Hours per Order, from Bill Dispatch to Cash Received....................................................8794. # Hours per Customer Payment, from Receipt to Posted in Billing.....................................8895. # Hours per Bill Processing Fault Resolution.....................................................................8996. % Cost of Billing Errors, of Revenue Billed........................................................................9097. # Days per Billing Error.....................................................................................................9098. % XDRs Falling into Suspense.........................................................................................9199. % Collectable Debt Written Off, of Revenue Collected.......................................................92100. % Value of Bills Unpaid..................................................................................................93101. # Times Billing Suspense Files Recycled per Month........................................................93102. % Pre-paid Customers Erroneously Identified as Post-paid.............................................94103. # Hours per Pricing Change...........................................................................................95104. $ Revenue Overbilled.....................................................................................................96105. % Cost Recovered, of Revenue......................................................................................96106. % Cost Detected and Not Recovered, of Revenue..........................................................97107. Net Promoter Score, Relational (NPS-R)........................................................................98108. Net Promoter Score, Transactional (NPS-T)...................................................................99109. # Customer Payments, by Payment Type.....................................................................100110. # Customer Payments (2).............................................................................................100111. # Pre-paid Customers Erroneously Identified as Post-paid............................................100112. # Problem Reports Closed, by Cause Type...................................................................101113. # Problem Reports Closed (3)......................................................................................101114. # Problem Reports Actually Closed in Compliance with SLA.........................................102115. # Problem Reports Due to be Closed in Compliance with SLA.......................................102116. # Problem Reports from Customers..............................................................................102117. # Problem Reports Resolved by Committed Date.........................................................103118. # Problem Reports Resolved to Customer Satisfaction..................................................103119. # Customer Incidents Resolved....................................................................................103120. # Activations Completed by Committed Date................................................................104121. # Service Problems Resolved (2)..................................................................................104122. # Service Problems Resolved.......................................................................................104123. # SLA Violations...........................................................................................................105124. # Users........................................................................................................................105125. # Times Billing Suspense Files Recycled per Month (2).................................................105126. # Problem Reports Closed............................................................................................106127. # XDRs Falling into Suspense......................................................................................106128. # XDRs Recovered, Processed and Billed After Recycling............................................106129. # Hours for All Orders, from Ordering to Activation, by Process Type.............................107130. $ Revenue Overbilled (2)..............................................................................................107131. $ Revenue Recovered (2)............................................................................................108132. $ Revenue, by Channel Type.......................................................................................108133. $ Value of Account Receivables...................................................................................108134. # Hours for All Fulfillment Issues Resolved....................................................................109135. # Minutes for All Problem Reports to Service Restoration..............................................109136. # Hours for All Orders, from Bill Dispatch to Cash Received..........................................109137. # Seconds for All Customer Call Waiting Time..............................................................110138. # Minutes for All Customer Request Handling...............................................................110139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch..............................................111140. # Hours for All Orders, from Ordering to Activation........................................................111141. # Hours for All Customer Payments, from Receipt to Posted in Billing............................111142. # Hours for All Orders, from Activation to Bill Dispatch...................................................112143. # Minutes for All Customer Transactions to Information Posted.....................................112



144. # Hours for All Billing Processing Faults to Resolution...................................................113145. $ Value of Bills.............................................................................................................113146. $ Value of Bills Unpaid.................................................................................................113147. # Customer Requests (3).............................................................................................114148. $ Value of Billing Charges from Previous Billing Cycle...................................................114149. # Days per Billing Error (2)............................................................................................114150. $ Value of Sales per Day..............................................................................................115151. # Bills with Error...........................................................................................................115152. # Activations Failed......................................................................................................115153. $ Cost of Fulfillment......................................................................................................116154. $ Cost of Sales.............................................................................................................116155. $ Cost of Billing............................................................................................................117156. $ Cost of Collections.....................................................................................................117157. $ Cost of Billing Errors..................................................................................................118158. $ Revenue Recovered and Recoverable.......................................................................118159. # Orders Requiring Rework, from Ordering to Activation................................................118160. # XDRs for Billing.........................................................................................................119161. # Bills Issued, by Delivery Type....................................................................................119162. # Bills Requiring Manual Intervention............................................................................119163. # Bills Produced (2)......................................................................................................120164. # Customer Calls Abandoned.......................................................................................120165. # Orders Accepted by Customer...................................................................................121166. # Customer Contacts, by Contact Type.........................................................................121167. # Customer Contacts About Re-reported Customer Incidents........................................121168. # Orders Failed Within 28 Days....................................................................................122169. # Customer Contacts, by Request Type........................................................................122170. # Customer Contacts About Usability of Installed Service..............................................122171. # Customer Requests (x1000)......................................................................................123172. # Customer Requests (4).............................................................................................123173. # Customers Included in Reconciliation.........................................................................124174. # Customers with SLA..................................................................................................124175. # Installations...............................................................................................................124176. # XDRs from Network...................................................................................................125177. # Orders Accepted by Customer (2)..............................................................................125178. $ Value of Future Infrastructure Build............................................................................125179. $ Capex.......................................................................................................................126180. $ Collectable Debt Written Off.......................................................................................126181. # Customers Acquired..................................................................................................126182. # Customers Lost.........................................................................................................127183. $ Operating Income......................................................................................................127184. $ Revenue (6)..............................................................................................................127185. $ Revenue (3)..............................................................................................................128186. $ Opex.........................................................................................................................128187. $ Revenue (5)..............................................................................................................129188. $ Revenue, by Channel Type (2)..................................................................................129189. $ Revenue, by Data Services.......................................................................................129190. $ Revenue, by Voice Services......................................................................................130191. $ Revenue, by Bearer Service and Application Type.....................................................130192. $ Cost of SLA Management..........................................................................................130193. $ Revenue...................................................................................................................131



194. # Hours for All Installations Committed, Between Customer Required and Committed Dates ...........................................................................................................................131195. # Hours for All Pricing Changes, from Approval to Ready for Customer Sale..................132196. # Months for All Revenue Recovery Cases...................................................................132197. # Hours for All Orders, from Ordering to Acceptance.....................................................133198. # Customer Requests Handled to Completion on First Call............................................133199. # Customers................................................................................................................133200. # Hours for All Service Problem Resolutions, by Process Type......................................134201. $ Value of Current Billing Charges................................................................................134202. $ Revenue Billed..........................................................................................................134203. $ Cost of Assurance.....................................................................................................135204. $ Cost of Customer Management.................................................................................135205. $ Cost of Fulfillment (2).................................................................................................135206. $ Cost of Stranded and Unused Assets........................................................................136207. # Days from Bill Cycle Close to Bill Dispatch.................................................................136208. # Minutes for All Customer Incidents, from Reported to Resolved..................................137209. # Hours for All Repair...................................................................................................137210. $ Revenue for Services Newly Fulfilled.........................................................................137211. # Bills Issued................................................................................................................138212. # Customer Contacts About Billing................................................................................138213. # Customers (2)...........................................................................................................138214. # Bill Processing Faults Resolved.................................................................................139215. # Bills...........................................................................................................................139216. # Bills Issued (3)...........................................................................................................139217. # Bills Issued (2)...........................................................................................................140218. # Bills Paid Electronically..............................................................................................140219. # Bills Produced...........................................................................................................140220. # Bills Produced (3)......................................................................................................141221. # Bills Requiring Adjustments Initiated by Customer......................................................141222. # Bills Requiring Adjustments Initiated Internally............................................................141223. # Bills Sent Electronically..............................................................................................142224. # Activations Completed...............................................................................................142225. # Customer Contacts....................................................................................................142226. # Orders (2).................................................................................................................143227. # Customer Contacts (2)..............................................................................................143228. # Customer Payments..................................................................................................143229. # Customer Requests...................................................................................................144230. # Customer Requests (2).............................................................................................144231. # Customers (3)...........................................................................................................145232. # Customers at Start of Month......................................................................................145233. # Customers at Start of Month (2).................................................................................145234. # Data Records............................................................................................................146235. # Fulfillment Issues.......................................................................................................146236. # Orders with Errors.....................................................................................................146237. # Orders with Pending Error Fixes................................................................................147238. # Customer Calls Inbound............................................................................................147239. # Customer Incidents Closed........................................................................................147240. # Installations Committed.............................................................................................148241. # Customers Misaligned...............................................................................................148242. # Data Records Misaligned...........................................................................................148243. # NOC FTEs Assigned to Problem Resolution..............................................................149



244. # Pricing Changes........................................................................................................149245. # Problem Reports.......................................................................................................149246. # Problem Reports (2)..................................................................................................150247. # Problem Reports (3)..................................................................................................150248. # Cases of Recovered Revenue...................................................................................150249. # Activations................................................................................................................151250. # Activations (2)...........................................................................................................151251. # SLAs.........................................................................................................................151252. # Orders......................................................................................................................152253. # Customers (4)...........................................................................................................152254. # Settlement Reports....................................................................................................152255. # Customer Transactions.............................................................................................153256. # XDRs........................................................................................................................153257. # XDRs (2)...................................................................................................................153258. $ Cost of Channel........................................................................................................154259. $ Revenue (2)..............................................................................................................154260. $ Revenue Collected....................................................................................................154261. $ Revenue (4)..............................................................................................................155262. # Hours for All Repair and Maintenance........................................................................155263. # Minutes for All Contracted Service Uptime (2)............................................................155264. $ Revenue Unbilled and Underbilled.............................................................................156265. $ Cost of Fulfillment (3).................................................................................................156266. # Data Records Validated.............................................................................................156267. $ Revenue Leakage Discovered and Recoverable........................................................157268. $ Revenue Leakage Discovered and Recoverable (2)...................................................157269. # Settlement Reports Verified and Accepted.................................................................157270. $ Cost Leakage Detected and Recovered.....................................................................158271. $ Cost Leakage Detected and Not Recovered..............................................................158272. # Minutes for All Actual Service Uptime.........................................................................159273. # Minutes for All Contracted Service Uptime.................................................................159274. # Minutes for All Service Outages.................................................................................159275. Revenue System Uptime..............................................................................................160276. Revenue System Size..................................................................................................160277. Mean Time to Repair (MTTR).......................................................................................160278. # Problem Reports Closed (2)......................................................................................161279. One ...........................................................................................................................161280. Net Promoter Score, Relational (NPS-R) (2).................................................................161281. % Customers Who Are Promoters (Relational)..............................................................162282. % Customers Who Are Detractors (Relational)..............................................................162283. Net Promoter Score, Transactional (NPS-T) (2)............................................................162284. % Customers Who Are Promoters (Transactional)........................................................163285. % Customers Who Are Detractors (Transactional)........................................................163

3. Alternate Metric Listings.......................................................................................................1653.1. Business Metrics, Sorted by Metric ID (Simple List)........................................................1653.2. Business Metrics, Sorted by Metric Code.......................................................................1713.3. Business Metrics, Sorted by Metric Name......................................................................1743.4. Business Metrics, Sorted by XLS Name.........................................................................180

Appendix A: Administrative Information..................................................................................186A.1. Version History.............................................................................................................186A.2.Release History.............................................................................................................186



A.3. Document Family and Related Documents....................................................................187



1. Introduction

1.1. Document Overview

The GB935 document family describes the TM Forum output related to business metrics. The document family consists of several documents, including a Concepts & Principles document, an addendum A that lists out the business Metric Specifications, and an addendum B that describes the process for contributing new business metrics.

The Business Metrics Specifications Addendum A lists the definitions of the 100+ business metrics that are currently active with the BMS team. This includes key attributes like naming, codes, categories, formula, description, units, etc. Additional information concerning each metric and its corresponding benchmarking data is available by contacting the business benchmarking team ([email protected]), and/or subscribing to its reports and services.


mailto:[email protected]


2. Description of Metrics, By Metric ID

The following lists all the BMS metrics and their constituent measures, by Metric ID, and all the key attributes for that metric. Only non-blank attributes are listed. For a description of the metric attributes, see the BMS metric model in section 2.6 of GB935 Concepts & Principles.

1. Profitability

ID: 1 Code: G-RM-1 Prose Name: Profitability XLS Name: special.profitability Category: Business Metric Description: Service Offering profitability by quantifying operating income against

operating revenue (OBIDA) Domain: Revenue & Margin Process Focus: General Topic: Ratio of Margin/Revenue Metric Type: Ratio Prose Ratio: $ Operating Income / $ Revenue (6) XLS Ratio: operating_income / revenue.6 Numerator ID: 183 Num Prose Name: $ Operating Income Num XLS Name: operating_income Num Includes: (SO operating revenue - SO operating expenses); also defined as

(SO EBITA) Num Excludes: Taxes, interest, income from other sources, depreciation, amortization Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: Profitability

2. Average Revenue per User (ARPU)

ID: 2 Code: G-RM-1b



Prose Name: Average Revenue per User (ARPU) XLS Name: special.arpu Category: Business Metric Description: Service Offering profitability by quantifying average revenue per user

(ARPU) Comments: Currency needs to be adapted for IMF PPP Domain: Revenue & Margin Process Focus: General Topic: Ratio of Margin/Revenue Metric Type: Ratio Prose Ratio: $ Revenue (5) / # Users XLS Ratio: revenue.5 / users Numerator ID: 187 Num Prose Name: $ Revenue (5) Num XLS Name: revenue.5 Num Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation Num Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Num Units: Currency Denominator ID: 124 Den Prose Name: # Users Den XLS Name: users Den Includes: Total number of current SO users at end of period Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Currency (Adjusted for IMF PPP) Preferred: High Status: Active Unused: No Legacy Name: ARPU

3. % Opex, of Capex

ID: 3 Code: G-RM-2 Prose Name: % Opex, of Capex XLS Name: pct.opex.of.capex Category: Business Metric Description: Service Offering cost efficiency by assessing Service Offering OpEx

relative to CapEx Domain: Revenue & Margin Process Focus: General Topic: Ratio of OpEx/CapEx Metric Type: Ratio Prose Ratio: $ Opex / $ Capex XLS Ratio: opex / capex Numerator ID: 186 Num Prose Name: $ Opex



Num XLS Name: opex Num Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization Num Units: Currency Denominator ID: 179 Den Prose Name: $ Capex Den XLS Name: capex Den Includes: SO allocation of capital expenditures including capitalized interest. Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: OpEx/CapEx

4. % Opex, of Revenue

ID: 4 Code: G-RM-3 Prose Name: % Opex, of Revenue XLS Name: pct.opex.of.revenue Category: Business Metric Description: Service Offering cost effectiveness by assessing Service Offering

OpEx relative to operating revenue Domain: Revenue & Margin Process Focus: General Topic: Ratio of OpEx/Revenue Metric Type: Ratio Prose Ratio: $ Opex / $ Revenue (6) XLS Ratio: opex / revenue.6 Numerator ID: 186 Num Prose Name: $ Opex Num XLS Name: opex Num Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: OpEx/Revenue



5. % Revenue, by Bearer Service and Application Type

ID: 5 Code: G-RM-4 Prose Name: % Revenue, by Bearer Service and Application Type XLS Name: pct.revenue.by.service_or_app.type Category: Business Metric Description: Service Offering revenue distribution between bearer service and

applications Comments: Capture Period Note: Most Recent 4 quarters, where Qa is most

recent Domain: Revenue & Margin Process Focus: General Topic: Revenue Breakdown Metric Type: Ratio Prose Ratio: $ Revenue, by Bearer Service and Application Type / $ Revenue (2) XLS Ratio: revenue.by.service_or_app.type / revenue.2 Numerator ID: 191 Num Prose Name: $ Revenue, by Bearer Service and Application Type Num XLS Name: revenue.by.service_or_app.type Num Includes: Total SO revenue across all categories as described in the modifying

details Num Excludes: Handset revenue (mobile SO), CPE revenue Num Units: Currency Denominator ID: 259 Den Prose Name: $ Revenue (2) Den XLS Name: revenue.2 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: interest income, Handset revenue (mobile SO) Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2); 2. By Service Component: Service Bearer e.g. Internet access service, Applications e.g. email (2)

Units: Percent Decimal Places: 2 Status: Active Unused: Yes Legacy Name: Revenue Breakdown Between Bearer Service and Applications

6. % Revenue, by Voice Services

ID: 6 Code: G-RM-4b Prose Name: % Revenue, by Voice Services XLS Name: pct.revenue.by.voice_services Category: Business Metric Domain: Revenue & Margin Process Focus: General



Topic: Revenue Breakdown Metric Type: Ratio Prose Ratio: $ Revenue, by Voice Services / $ Revenue (6) XLS Ratio: revenue.by.voice_services / revenue.6 Numerator ID: 190 Num Prose Name: $ Revenue, by Voice Services Num XLS Name: revenue.by.voice_services Num Includes: Revenue for voice specific services, including analog and VOIP Num Excludes: Handset revenue (mobile SO), CPE revenue Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: % SO Revenue From Voice Services

7. % Revenue, by Data Services

ID: 7 Code: G-RM-4c Prose Name: % Revenue, by Data Services XLS Name: pct.revenue.by.data_services Category: Business Metric Domain: Revenue & Margin Process Focus: General Topic: Revenue Breakdown Metric Type: Ratio Prose Ratio: $ Revenue, by Data Services / $ Revenue (6) XLS Ratio: revenue.by.data_services / revenue.6 Numerator ID: 189 Num Prose Name: $ Revenue, by Data Services Num XLS Name: revenue.by.data_services Num Includes: Revenue for data specific services, e.g. broadband Num Excludes: Handset revenue (mobile SO), CPE revenue Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency



Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: % SO Revenue From Data Services

8. % Customers Acquired

ID: 8 Code: G-RM-5a Prose Name: % Customers Acquired XLS Name: pct.customers.acquired Category: Business Metric Description: Service Offering revenue efficiency by assessing the number of new

customers acquired against total number of customers for a Service Offering Comments: net churn = customers lost - customers acquired Domain: Revenue & Margin Process Focus: General Topic: Customer Constancy Metric Type: Ratio Prose Ratio: # Customers Acquired / # Customers at Start of Month XLS Ratio: customers.acquired / customers.start_of_month Numerator ID: 181 Num Prose Name: # Customers Acquired Num XLS Name: customers.acquired Num Includes: SO New customers within the month in question Num Excludes: SO existing customers who have signed for new services within SO Num Units: Number Denominator ID: 232 Den Prose Name: # Customers at Start of Month Den XLS Name: customers.start_of_month Den Excludes: Customers lost in the month in question Den Units: Number Dimensions: 1. By Payment Timing: Prepay, Postpay (2) ; 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (optional) Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: Customers Acquired

9. % Customers Lost

ID: 9 Code: G-RM-5b Prose Name: % Customers Lost



XLS Name: pct.customers.lost Alternate Name: Churn Rate Category: Business Metric Description: Service Offering revenue efficiency by assessing the number of

Service Offering customers lost against total number of customers for that Service Offering Comments: gross churn = (default) churn = customers lost Domain: Revenue & Margin Process Focus: General Topic: Customer Constancy Alternate Name): Churn Rate Metric Type: Ratio Prose Ratio: # Customers Lost / # Customers at Start of Month XLS Ratio: customers.lost / customers.start_of_month Numerator ID: 182 Num Prose Name: # Customers Lost Num XLS Name: customers.lost Num Includes: SO Lost customers within the month in question Num Excludes: Existing customers who have reduced their services for this SO Num Units: Number Denominator ID: 232 Den Prose Name: # Customers at Start of Month Den XLS Name: customers.start_of_month Den Excludes: Customers lost in the month in question Den Units: Number Dimensions: 1. By Payment Timing: Prepay, Postpay (2); 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Customers Lost

10. % Revenue Unbilled

ID: 10 Code: G-RM-RA-RLb Prose Name: % Revenue Unbilled XLS Name: pct.revenue.unbilled Category: Business Metric Description: Service Offering revenue efficiency by assessing the unbilled/under-

billed revenue relative to the total Service Offering revenue Comments: When collecting in Business Benchmarking Main Study, remember to

use the total services revenue for this metric . Do not use the Service Offering revenue unless you will also provide the unbilled information on a Service Offering basis.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage Alternate ID: RA-RLb



Metric Type: Ratio Prose Ratio: $ Revenue Unbilled and Underbilled / $ Revenue XLS Ratio: revenue.unbilled_and_underbilled / revenue Numerator ID: 264 Num Prose Name: $ Revenue Unbilled and Underbilled Num XLS Name: revenue.unbilled_and_underbilled Num Includes: The detected revenue that is entirely or partly not billed to the

customer or to 3rd parties Num Units: Currency Denominator ID: 193 Den Prose Name: $ Revenue Den XLS Name: revenue Den Includes: Services revenue Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Den Units: Currency Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Revenue That Could Not Be Billed

11. $ Revenue Unbilled

ID: 11 Code: G-RM-RA-RLc Prose Name: $ Revenue Unbilled XLS Name: revenue.unbilled Category: Business Metric Comments: Currency needs to be adapted for IMF PPP, Similar to RA-RLb but in

a monetary value instead of Ratio. If for internal use only, adjustment by IMF PPP not required.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage Alternate ID: RA-RLc Metric Type: Ratio over 1 Prose Ratio: $ Revenue Unbilled and Underbilled / One XLS Ratio: revenue.unbilled_and_underbilled / special.one Numerator ID: 264 Num Prose Name: $ Revenue Unbilled and Underbilled Num XLS Name: revenue.unbilled_and_underbilled Num Includes: The detected revenue that is entirely or partly not billed to the

customer or to 3rd parties Num Units: Currency Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one



Den Units: Number Units: Currency Preferred: Low Status: Active Unused: Yes Legacy Name: Amount of Revenue That Could Not Be Billed

12. % XDRs for Billing

ID: 12 Code: G-RM-RA-RLe Prose Name: % XDRs for Billing XLS Name: pct.xdrs.billing Category: Business Metric Comments: In the denominator, semi-duplicate records (e.g., multiple records for

the same event, for example from different network elements, should be counted as one record

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage Alternate ID: RA-RLe Metric Type: Ratio Prose Ratio: # XDRs for Billing / # XDRs from Network XLS Ratio: xdrs.billing / xdrs.network Numerator ID: 160 Num Prose Name: # XDRs for Billing Num XLS Name: xdrs.billing Num Includes: All xDRs received in Billing during the period Num Excludes: Any not falling in above criteria (late arriving/dropped) Num Units: Number Denominator ID: 176 Den Prose Name: # XDRs from Network Den XLS Name: xdrs.network Den Includes: All xDRs captured by Network Element during the period Den Excludes: Any not falling in above criteria (late arriving/dropped) Den Units: Number Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: Yes Legacy Name: % Billing xDRs

13. % Cost of Stranded and Unused Assets, of Revenue

ID: 13 Code: G-RM-RA-RLg



Prose Name: % Cost of Stranded and Unused Assets, of Revenue XLS Name: pct.cost.stranded_assets.of.revenue Category: Business Metric Description: Service Offering revenue efficiency by assessing the quarterly Total

cost of stranded and unused assets Comments: Assets are part of CapEx Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage Alternate ID: RA-RLg Metric Type: Ratio Prose Ratio: $ Cost of Stranded and Unused Assets / $ Revenue (6) XLS Ratio: cost.stranded_and_unused_assets / revenue.6 Numerator ID: 206 Num Prose Name: $ Cost of Stranded and Unused Assets Num XLS Name: cost.stranded_and_unused_assets Num Includes: Sum of cost of all stranded and unused assets in the period Num Excludes: Assets not related to individual subscribers such as shared network

assets. Only includes assets that are specific to individual subscribers (individuals or enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes, unused HLR/SDP records

Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Dimensions: By Payment Timing: Prepay, Postpay (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Cost Of Stranded Assets

14. % Settlement Reports Accepted

ID: 14 Code: G-RM-RA-RLh Prose Name: % Settlement Reports Accepted XLS Name: pct.settlement_reports.accepted Category: Business Metric Description: Service Offering revenue efficiency by assessing the quarterly verified

and accepted 3rd party settlement reports relative to the total settlement reports Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage



Alternate ID: RA-RLh Metric Type: Ratio Prose Ratio: # Settlement Reports Verified and Accepted / # Settlement Reports XLS Ratio: settlement_reports.accepted / settlement_reports Numerator ID: 269 Num Prose Name: # Settlement Reports Verified and Accepted Num XLS Name: settlement_reports.accepted Num Includes: SP Settlement Reports on which no dispute is outstanding Num Excludes: Any reports under dispute or not accepted Num Units: Number Denominator ID: 254 Den Prose Name: # Settlement Reports Den XLS Name: settlement_reports Den Includes: All SP Settlement Reports irrespective of status during the period in

question Den Units: Number Dimensions: 1. By Payment Timing: Prepay, Postpay (2) (Optional) Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: Yes Legacy Name: % Settlement Reports Accepted

15. % Revenue Overbilled

ID: 15 Code: G-RM-RA-RLj Prose Name: % Revenue Overbilled XLS Name: pct.revenue.overbilled Category: Business Metric Comments: When collecting in Business Benchmarking Main Study, remember to

use the total services revenue for this metric . Do not use the Service Offering revenue unless you will also provide the unbilled information on a Service Offering basis.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage Alternate ID: RA-RLj Metric Type: Ratio Prose Ratio: $ Revenue Overbilled (2) / $ Revenue XLS Ratio: revenue.overbilled.2 / revenue Numerator ID: 130 Num Prose Name: $ Revenue Overbilled (2) Num XLS Name: revenue.overbilled.2 Num Includes: The detected revenue that is overbilled to the customer or to 3rd

parties Num Units: Currency Denominator ID: 193 Den Prose Name: $ Revenue



Den XLS Name: revenue Den Includes: Services revenue Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Den Units: Currency Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Revenue That Was Overbilled

16. % Revenue Recovered

ID: 16 Code: G-RM-RA-PEa Prose Name: % Revenue Recovered XLS Name: pct.revenue.recovered Category: Business Metric Description: revenue assurance control efficiency by assessing the recovered

value relative to the total operating revenue Comments: When collecting in Business Benchmarking Main Study, remember to

use the total services revenue for this metric . Do not use the Service offering revenue unless you will also provide the unbilled information on a service offering basis. Revenue from customers and from 3rd parties are considered. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEa Metric Type: Ratio Prose Ratio: $ Revenue Recovered (2) / $ Revenue XLS Ratio: revenue.leakage.recovered.2 / revenue Numerator ID: 131 Num Prose Name: $ Revenue Recovered (2) Num XLS Name: revenue.leakage.recovered.2 Num Includes: Leakage that is recovered Num Excludes: Not a leakage or not recovered Num Units: Currency Denominator ID: 193 Den Prose Name: $ Revenue Den XLS Name: revenue Den Includes: Services revenue Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active



Unused: No Legacy Name: % Recovered Revenue Value

17. $ Revenue Recovered

ID: 17 Code: G-RM-RA-PEb Prose Name: $ Revenue Recovered XLS Name: revenue.leakage.recovered Category: Business Metric Comments: Currency needs to be adapted for IMF PPP, If for internal use only,

adjustment by IMF PPP not required. Similar to RA-PEa but in a monetary value instead of Ratio. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEb Metric Type: Ratio over 1 Prose Ratio: $ Revenue Recovered (2) / One XLS Ratio: revenue.leakage.recovered.2 / special.one Numerator ID: 131 Num Prose Name: $ Revenue Recovered (2) Num XLS Name: revenue.leakage.recovered.2 Num Includes: Leakage that is recovered Num Excludes: Not a leakage or not recovered Num Units: Currency Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Units: Currency Preferred: High Status: Active Unused: Yes Legacy Name: Recovered Revenue Value

18. % Revenue Recoverable

ID: 18 Code: G-RM-RA-PEc Prose Name: % Revenue Recoverable XLS Name: pct.revenue.recoverable Category: Business Metric Description: revenue assurance control efficiency by assessing the value that is

discovered and recoverable relative to the total operating revenue



Comments: Revenue from customers and from 3rd parties are considered. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEc Metric Type: Ratio Prose Ratio: $ Revenue Leakage Discovered and Recoverable (2) / $ Revenue (4) XLS Ratio: revenue.leakage.discovered_and_recovered.2 / revenue.4 Numerator ID: 268 Num Prose Name: $ Revenue Leakage Discovered and Recoverable (2) Num XLS Name: revenue.leakage.discovered_and_recovered.2 Num Includes: Leakage that is recoverable Num Excludes: Not a leakage or not recoverable or already recovered Num Units: Currency Denominator ID: 261 Den Prose Name: $ Revenue (4) Den XLS Name: revenue.4 Den Includes: Services revenue Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: % Recoverable Revenue Value

19. $ Revenue Recoverable

ID: 19 Code: G-RM-RA-PEd Prose Name: $ Revenue Recoverable XLS Name: revenue.leakage.recoverable Category: Business Metric Comments: If for internal use only, adjustment by IMF PPP not required. Similar to

RA-PEc but in a monetary value instead of Ratio. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEd Metric Type: Ratio over 1 Prose Ratio: $ Revenue Leakage Discovered and Recoverable / One XLS Ratio: revenue.leakage.discovered_and_recovered / special.one Numerator ID: 267 Num Prose Name: $ Revenue Leakage Discovered and Recoverable Num XLS Name: revenue.leakage.discovered_and_recovered



Num Includes: Leakege that is recoverable Num Excludes: Not a leakage or not recoverable or already recovered in previous

period Num Units: Currency Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Units: Currency Preferred: High Status: Active Unused: Yes Legacy Name: Value Discovered and Recoverable

20. # Days per Revenue Recovery Case

ID: 20 Code: G-RM-RA-PEe Prose Name: # Days per Revenue Recovery Case XLS Name: days.per.revenue_recovery_case Category: Business Metric Comments: It is better to consider collection time instead of billing time for

recovery period calculation, however this is not practical for most operators. This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEe Metric Type: Ratio Prose Ratio: # Months for All Revenue Recovery Cases / # Cases of Recovered

Revenue XLS Ratio: months.all.revenue_recovery_cases / cases.recovered_revenue Numerator ID: 196 Num Prose Name: # Months for All Revenue Recovery Cases Num XLS Name: months.all.revenue_recovery_cases Num Includes: Sum of recovery periods (from leakage discovered time to billed to

customer or 3rd party) of all recovered cases Num Excludes: Excludes all revenue leakage cases still unrecovered. Num Units: Month Denominator ID: 248 Den Prose Name: # Cases of Recovered Revenue Den XLS Name: cases.recovered_revenue Den Includes: All recovered revenue cases in the period Den Excludes: Excludes all revenue leakage cases still unrecovered. Den Units: Number Units: Day Decimal Places: 2 Preferred: Low



Status: Active Unused: Yes Legacy Name: Mean Time For Recovery Of Revenue Leakage

21. % XDRs Successfully Recovered and Billed After Recycling

ID: 21 Code: G-RM-RA-PEf Prose Name: % XDRs Successfully Recovered and Billed After Recycling XLS Name: pct.xdrs.recovered_and_billed Category: Business Metric Description: revenue assurance revenue leakage by assessing the number of

xDRs successfully recovered and billed after recycling relative to the total number of xDRs Comments: A period can include several billing cycles. Note that the denominator

refers to all xDRs, not just suspended xDRs. Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEf Metric Type: Ratio Prose Ratio: # XDRs Recovered, Processed and Billed After Recycling / # XDRs XLS Ratio: xdrs.recovered_and_billed / xdrs Numerator ID: 128 Num Prose Name: # XDRs Recovered, Processed and Billed After Recycling Num XLS Name: xdrs.recovered_and_billed Num Includes: recovered xDRs which were billed to end customer during the period Num Excludes: Any xDRs not falling in above criteria Num Units: Number Denominator ID: 256 Den Prose Name: # XDRs Den XLS Name: xdrs Den Includes: Total number of xDRs during the period Den Excludes: Any xDRs not falling in above criteria Den Units: Number Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: % xDRs Successfully Recovered and Billed After Recycling (per Total

xDRs)

22. % Revenue Recovered and Recoverable

ID: 22 Code: G-RM-RA-PEg Prose Name: % Revenue Recovered and Recoverable XLS Name: pct.revenue.recovered_and_recoverable



Category: Business Metric Description: revenue assurance control efficiency by assessing the value that is

recovered, discovered and recoverable relative to the total operating revenue Comments: This KPI is only about customer revenues but not about 3rd party

revenue. It excludes revenue leakages associated with third parties (e.g., interconnect partners, roaming partners, etc.). This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Control Efficiency Alternate ID: RA-PEg Metric Type: Ratio Prose Ratio: $ Revenue Recovered and Recoverable / $ Revenue XLS Ratio: revenue.leakage.recovered_and_recoverable / revenue Numerator ID: 158 Num Prose Name: $ Revenue Recovered and Recoverable Num XLS Name: revenue.leakage.recovered_and_recoverable Num Includes: The revenue that is billed or could be billed to the customer due to

Leakages discovery Num Excludes: Amount Billed due to regular operational processes Num Units: Currency Denominator ID: 193 Den Prose Name: $ Revenue Den XLS Name: revenue Den Includes: Services revenue Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: % Recovered and Recoverable Revenue

23. % Data Records Validated

ID: 23 Code: G-RM-RA-DQa Prose Name: % Data Records Validated XLS Name: pct.data_records.validated Category: Business Metric Description: revenue assurance data quality by assessing the number of validated

data records relative to the total number of data records Comments: This metric gives the percentage of data validated and forms a basis

for all the other KPIs. If the organization has a data warehouse then the number of records added to the data warehouse in the measurement period will be a good estimation for the denominator. As the Numerator, any such data that went through an “effective” validation process.

Domain: Revenue & Margin



Process Focus: General Topic: Revenue Assurance - Data Quality Alternate ID: RA-DQa Metric Type: Ratio Prose Ratio: # Data Records Validated / # Data Records XLS Ratio: data_records.validated / data_records Numerator ID: 266 Num Prose Name: # Data Records Validated Num XLS Name: data_records.validated Num Includes: Number of records that have been validated from all the systems Num Units: Number Denominator ID: 234 Den Prose Name: # Data Records Den XLS Name: data_records Den Includes: Total number of data records from all systems Den Excludes: Internal or special data, as required Den Units: Number Units: Percent Preferred: High Status: Active Unused: No Legacy Name: % Data Validated

24. % Customers Reconciled

ID: 24 Code: G-RM-RA-DQb Prose Name: % Customers Reconciled XLS Name: pct.customers.reconciled Category: Business Metric Description: revenue assurance data quality by assessing the number of

customers reconciled relative to the total number of customers Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Data Quality Alternate ID: RA-DQb Metric Type: Ratio Prose Ratio: # Customers Included in Reconciliation / # Customers (2) XLS Ratio: customers.included_in_reconciliation / customers.2 Numerator ID: 173 Num Prose Name: # Customers Included in Reconciliation Num XLS Name: customers.included_in_reconciliation Num Includes: Customers who are included to reconciliation between Billing, CRM,

HLR and Provisioning IN Num Excludes: Other platforms than the ones specified above Num Units: Number Denominator ID: 213 Den Prose Name: # Customers (2) Den XLS Name: customers.2



Den Includes: Whole customer base Den Excludes: Internal customers Den Units: Number Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % Customers Reconciled

25. % Data Records Misaligned

ID: 25 Code: G-RM-RA-DQc Prose Name: % Data Records Misaligned XLS Name: pct.data_records.misaligned Category: Business Metric Comments: This metrics gives the % of misaligned data identified during the

validation process from all the data considered for validation (see RA-DQa). Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Data Quality Alternate ID: RA-DQc Metric Type: Ratio Prose Ratio: # Data Records Misaligned / # Data Records XLS Ratio: data_records.misaligned / data_records Numerator ID: 242 Num Prose Name: # Data Records Misaligned Num XLS Name: data_records.misaligned Num Includes: Collective volume of data in terms of records from multiple systems,

which are misaligned Num Excludes: Aligned data records Num Units: Number Denominator ID: 234 Den Prose Name: # Data Records Den XLS Name: data_records Den Includes: Total number of data records from all systems Den Excludes: Internal or special data, as required Den Units: Number Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Misaligned Records



26. % Customers Misaligned

ID: 26 Code: G-RM-RA-DQd Prose Name: % Customers Misaligned XLS Name: pct.customers.misaligned Category: Business Metric Comments: This KPI considers customers that were included to reconciliation

process (see RA-DQb) and found to be misaligned. This metrics gives an insight into the integration efficiency between various systems (BSS and Network).

Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Data Quality Alternate ID: RA-DQd Metric Type: Ratio Prose Ratio: # Customers Misaligned / # Customers (4) XLS Ratio: customers.misaligned / customers.4 Numerator ID: 241 Num Prose Name: # Customers Misaligned Num XLS Name: customers.misaligned Num Includes: Customers who are not in sync between billing, CRM, HLR and IN Num Excludes: Other platforms than the ones specified above Num Units: Number Denominator ID: 253 Den Prose Name: # Customers (4) Den XLS Name: customers.4 Den Includes: Whole customer base. A customer with multiple accounts is counted

as a single customer. Den Excludes: Internal or special customers, as required Den Units: Number Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Misaligned Customers

27. % Customer Contacts Received, by Channel Type

ID: 27 Code: CM-CE-1 Prose Name: % Customer Contacts Received, by Channel Type XLS Name: pct.customer_contacts.by.channel.type Category: Business Metric Description: customer preference in interaction channel by assessing the

customer s channel distribution relative to total contacts



Comments: Self service includes web or E2E IVR treatment. Mail includes email and hard copy correspondence. Note that the summary of all details provided should summarize to about 100% (excluding the channels not covered)

Domain: Customer Experience Process Focus: Customer Management Topic: Access Metric Type: Ratio Prose Ratio: # Customer Contacts, by Contact Type / # Customer Contacts XLS Ratio: customer_contacts.by.contact.type / customer_contacts Numerator ID: 166 Num Prose Name: # Customer Contacts, by Contact Type Num XLS Name: customer_contacts.by.contact.type Num Includes: All contact types: inquiries, complaints, change requests Num Excludes: Outbound contacts Num Units: Number Denominator ID: 225 Den Prose Name: # Customer Contacts Den XLS Name: customer_contacts Den Includes: All contact types: inquiries, complaints, change requests Den Units: Number Dimensions: 1. By Channel: direct (store front, acct mngr), reseller/distributor,

phone, self service (4); 2. By Contact Category: Fulfillment, Assurance, Billing, General (4) (Optional)

Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: Distribution Of Contact Handling Across Channels

28. Average Hold Time

ID: 28 Code: CM-CE-2a Prose Name: Average Hold Time XLS Name: special.average_hold_time Category: Business Metric Description: customer experience of promptness in receiving service by assessing

the mean customer call wait time. The measured duration extends from the point when the customer enters a request to the point where a response/ acknowledgement is provided

Domain: Customer Experience Process Focus: Customer Management Topic: Time Metric Type: Ratio Prose Ratio: # Seconds for All Customer Call Waiting Time / # Customer Requests

(2) XLS Ratio: seconds.all.customer_call.waiting_time / customer_requests.2 Numerator ID: 137 Num Prose Name: # Seconds for All Customer Call Waiting Time Num XLS Name: seconds.all.customer_call.waiting_time



Num Includes: Call center contacts (after IVR initial activities). Num Excludes: All other channels: store, email, IVR Num Units: Second Denominator ID: 230 Den Prose Name: # Customer Requests (2) Den XLS Name: customer_requests.2 Den Includes: Calls into the call centers, including outsourced call centers of the

operators. Den Excludes: Calls that are dropped while they are in the queue waiting to be

answered. Customer requests that come in via other channels (e.g. store, email, IVR) Den Units: Number Dimensions: 1. By Request Category: Fulfillment, Assurance, Billing, General (4)

(Optional); 2. By Customer Segment: Consumer & SME vs. Large Corporate & Government (2) (Optional)

Units: Second Preferred: Low Status: Active Unused: No Legacy Name: Mean Customer Call Waiting Time

29. Average Handle Time

ID: 29 Code: CM-CE-2b Prose Name: Average Handle Time XLS Name: special.average_handle_time Category: Business Metric Description: customer experience of effectiveness by assessing mean customer

duration in request fulfillment. The measured duration extends from the point when the customer makes a request to the point where the customer accepts that their request has been satisfactorily completed

Comments: 1. Elapsed time relates to calendar days (rather than working days). 2. Change includes order modification or update of customer details.

Domain: Customer Experience Process Focus: Customer Management Topic: Time Metric Type: Ratio Prose Ratio: # Minutes for All Customer Request Handling / # Customer Requests XLS Ratio: minutes.all.customer_request.handling / customer_requests Numerator ID: 138 Num Prose Name: # Minutes for All Customer Request Handling Num XLS Name: minutes.all.customer_request.handling Num Includes: Total elapsed calendar time. Num Units: Minute Denominator ID: 229 Den Prose Name: # Customer Requests Den XLS Name: customer_requests Den Includes: All customer requests closed in period Den Excludes: Open customer requests



Den Units: Number Dimensions: 1. By Contact Type: complaint, inquiry, change (3); 2. By Request

Category: Fulfillment. Assurance, Billing, General (4) (Optional) Units: Minute Decimal Places: 1 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Customer Request Closure Time

30. First Call Resolution (FCR)

ID: 30 Code: CM-CE-2c Prose Name: First Call Resolution (FCR) XLS Name: special.fcr Category: Business Metric Description: customer experience of effectiveness in first call resolution by

assessing the percentage of customer problems that are resolved on the first call relative to the total number of customer contacts

Domain: Customer Experience Process Focus: Customer Management Topic: Time Metric Type: Ratio Prose Ratio: # Customer Requests Handled to Completion on First Call / #

Customer Requests (3) XLS Ratio: customer_requests.handled_to_completion_on_first_call /

customer_requests.3 Numerator ID: 198 Num Prose Name: # Customer Requests Handled to Completion on First Call Num XLS Name: customer_requests.handled_to_completion_on_first_call Num Units: Number Denominator ID: 147 Den Prose Name: # Customer Requests (3) Den XLS Name: customer_requests.3 Den Units: Number Dimensions: 1. By Request Category: Fulfillment, Assurance, Billing, General (4)

(optional) Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % First Call Resolution



31. # Customer Requests (x1000) per Customer

ID: 31 Code: CM-CE-3a Prose Name: # Customer Requests (x1000) per Customer XLS Name: customer_requests.x.1000.per.customer Category: Business Metric Description: customer experience of effectiveness by assessing the number of

customer requests relative to the total number of customers Comments: A customer could have multiple access lines or services. Note:

Answer table will multiple by 1000. You should provide the number of Requests. Domain: Customer Experience Process Focus: Customer Management Topic: Usability Metric Type: Ratio Prose Ratio: # Customer Requests (x1000) / # Customers (3) XLS Ratio: customer_requests.x.1000 / customers.3 Numerator ID: 171 Num Prose Name: # Customer Requests (x1000) Num XLS Name: customer_requests.x.1000 Num Includes: Inbound contacts (such as phone, email, and web contacts). Billing

includes all billing and payment inquiries. Inquiries about call plans should be included in the General category

Num Excludes: Outbound and store front contacts Num Units: Number Denominator ID: 231 Den Prose Name: # Customers (3) Den XLS Name: customers.3 Den Includes: All customers using this SO Den Units: Number Dimensions: 1. By Request Category: Fulfillment, Assurance, Billing, General (4);

2. By Contact Type: complaint vs. inquiry (2) (optional) Units: Number Decimal Places: 1 Preferred: Low Status: Active Unused: No Legacy Name: Volume Of Customer Requests

32. % Customer Requests Received, by Request Type

ID: 32 Code: CM-CE-3b Prose Name: % Customer Requests Received, by Request Type XLS Name: pct.customer_requests.by.request.type Category: Business Metric Description: customer experience of effectiveness by assessing the distribution of

topic requests (complaint, inquiry and change) relative to the total number of requests



Domain: Customer Experience Process Focus: Customer Management Topic: Usability Metric Type: Ratio Prose Ratio: # Customer Contacts, by Request Type / # Customer Contacts (2) XLS Ratio: customer_contacts.by.request.type / customer_contacts.2 Numerator ID: 169 Num Prose Name: # Customer Contacts, by Request Type Num XLS Name: customer_contacts.by.request.type Num Includes: Inbound contacts (such as phone, email, and web contacts). Billing


Num Excludes: Outbound and store front contacts Num Units: Number Denominator ID: 227 Den Prose Name: # Customer Contacts (2) Den XLS Name: customer_contacts.2 Den Includes: Inbound contacts (such as phone, email, and web contacts). Billing


Den Excludes: Outbound and store front contacts Den Units: Number Dimensions: 1. By Request Category: Fulfillment. Assurance, Billing, General (4);

2. By Contact Type: complaint vs. inquiry (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: Yes Legacy Name: Distribution Of Customer Requests

33. % Customer Calls Abandoned

ID: 33 Code: CM-CE-5 Prose Name: % Customer Calls Abandoned XLS Name: pct.customer_calls.abandoned Alternate Name: Abandonment Rate Category: Business Metric Description: customer experience of effectiveness in receiving service by

assessing customer contacts abandoned while awaiting service relative to overall number of contacts

Domain: Customer Experience Process Focus: Customer Management Topic: Availability Alternate Name): Abandonment Rate Metric Type: Ratio Prose Ratio: # Customer Calls Abandoned / # Customer Calls Inbound XLS Ratio: customer_calls.abandoned / customer_calls.inbound Numerator ID: 164



Num Prose Name: # Customer Calls Abandoned Num XLS Name: customer_calls.abandoned Num Includes: All calls abandoned proir to CSR problem resolution Num Excludes: Non-call center contacts Num Units: Number Denominator ID: 238 Den Prose Name: # Customer Calls Inbound Den XLS Name: customer_calls.inbound Den Includes: All inbound call center contacts Den Excludes: Outbound call center contacts and non-call center contacts Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Calls Abandoned

34. % Cost of Customer Management, of Revenue

ID: 34 Code: CM-OE-1a Prose Name: % Cost of Customer Management, of Revenue XLS Name: pct.cost.customer_management.of.revenue Category: Business Metric Description: revenue efficiency of customer management by assessing the cost of

Service Offering customer management relative to Service Offering Operating Revenue Domain: Customer Experience Process Focus: Customer Management Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Customer Management / $ Revenue (5) XLS Ratio: cost.customer_management / revenue.5 Numerator ID: 204 Num Prose Name: $ Cost of Customer Management Num XLS Name: cost.customer_management Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other

Allocated (Building, Power, IT,...); c) The cost of maintaining the systems used by this process area, but not the cost of developing the systems; d) Annual product license or support charges

Num Excludes: a) G&A expense; b) SO Fulfillment cost; c) Assurance cost; d) Billing costs; e) Depreciation expense

Num Units: Currency Denominator ID: 187 Den Prose Name: $ Revenue (5) Den XLS Name: revenue.5 Den Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation



Den Excludes: Interest income, projected revenue, and intra group charges not directly related to this SO, Handset revenue (mobile SO)

Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Cost Of Customer Management Process

35. % Cost of Customer Management, of Opex

ID: 35 Code: CM-OE-1b Prose Name: % Cost of Customer Management, of Opex XLS Name: pct.cost.customer_management.of.opex Category: Business Metric Description: cost efficiency of customer management by assessing the cost of

Service Offering customer management relative to Service Offering operating cost Domain: Customer Experience Process Focus: Customer Management Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Customer Management / $ Opex XLS Ratio: cost.customer_management / opex Numerator ID: 204 Num Prose Name: $ Cost of Customer Management Num XLS Name: cost.customer_management Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other



Num Units: Currency Denominator ID: 186 Den Prose Name: $ Opex Den XLS Name: opex Den Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: No



Legacy Name: Customer Management Process Cost As % OpEx

36. $ Cost of Customer Management per Customer Request

ID: 36 Code: CM-OE-1f Prose Name: $ Cost of Customer Management per Customer Request XLS Name: cost.customer_management.per.customer_request Category: Business Metric Description: cost effectiveness of customer management by assessing the

customer management cost per service offering unit. The metric is calculated from the total cost of Service Offering customer management as a function of the number of customer transactions of a Service Offering

Comments: Currency needs to be adapted for IMF PPP Domain: Customer Experience Process Focus: Customer Management Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Customer Management / # Customer Requests (4) XLS Ratio: cost.customer_management / customer_requests.4 Numerator ID: 204 Num Prose Name: $ Cost of Customer Management Num XLS Name: cost.customer_management Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other



Num Units: Currency Denominator ID: 172 Den Prose Name: # Customer Requests (4) Den XLS Name: customer_requests.4 Den Includes: Number of SO customer transactions handled in the Customer

Management Process including: a) resolved inquiries and number of Orders taken; b) number of Trouble Tickets dispatched; c) number of Billing Inquiries routed; d) trouble tickets dispatched by IV

Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) ; 2. By Contact Category: Fulfillment, Assurance, Billing, General (4) (Optional)

Units: Currency (Adjusted for IMF PPP) Preferred: Low Status: Active Unused: Yes Legacy Name: Unit Cost Of Customer Management



37. # Hours per Order, from Ordering to Acceptance

ID: 37 Code: F-CE-2a Prose Name: # Hours per Order, from Ordering to Acceptance XLS Name: hours.per.order.from.ordering.to.acceptance Category: Business Metric Description: customer experience of promptness in fulfilling an order by comparing

the aggregate time from order placement to customer acceptance to the total number of accepted customer orders. The measured duration extends from the point when the customer places a confirmed order to the point where the customer accepts that their order has been satisfactorily filled

Comments: See the Counting Rules tab for more information on how Order Acceptance is counted to ensure consistency among participants

Domain: Customer Experience Process Focus: Fulfillment Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Orders, from Ordering to Acceptance / # Orders

Accepted by Customer XLS Ratio: hours.all.orders.fromm.ordering.to.acceptance / orders.accepted Numerator ID: 197 Num Prose Name: # Hours for All Orders, from Ordering to Acceptance Num XLS Name: hours.all.orders.fromm.ordering.to.acceptance Num Includes: Orders completed and accepted by customer in the reporting month. Num Excludes: Presales feasibility assessments, delays due to customer. Num Units: Hour Denominator ID: 165 Den Prose Name: # Orders Accepted by Customer Den XLS Name: orders.accepted Den Includes: Activation or Delivery processes started in a prior reporting period Den Excludes: Activation or Delivery processes started during this reporting period

but not accepted by the customer Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Mean Duration To Fulfill Service Order

38. # Hours per Installation Committed, Between Customer Required and Committed Dates

ID: 38 Code: F-CE-2b



Prose Name: # Hours per Installation Committed, Between Customer Required and Committed Dates

XLS Name: hours.per.installation.committed.between.crd.and.ccd Category: Business Metric Description: customer experience of promptness in fulfilling an order by assessing

the measured gap/duration between the Customer Required Date (CRD) and the Customer Committed Date (CCD)

Domain: Customer Experience Process Focus: Fulfillment Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Installations Committed, Between Customer Required

and Committed Dates / # Installations Committed XLS Ratio: hours.all.installations.committed.between.crd.and.ccd /

installations.committed Numerator ID: 194 Num Prose Name: # Hours for All Installations Committed, Between Customer Required

and Committed Dates Num XLS Name: hours.all.installations.committed.between.crd.and.ccd Num Includes: Total calendar time difference between CRD and CCD when CCD is

later than CRD for all installation commitments in period. In case the CCD is earlier than CRD the calendar time difference is defined to be 0. When no customer specified CRD, the calendar time difference is defined to be 0.

Num Units: Hour Denominator ID: 240 Den Prose Name: # Installations Committed Den XLS Name: installations.committed Den Includes: All installation commitments in period Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Mean Time Difference Between Customer Requested Delivery Date

and Planned Date

39. % Orders Delivered by Committed Date

ID: 39 Code: F-CE-2c Prose Name: % Orders Delivered by Committed Date XLS Name: pct.orders.delivered_by_committed_date Category: Business Metric Description: customer experience of effectiveness in fulfilling an order by

assessing the number of service deliveries or activations by the committed date (CCD) relative to overall service deliveries or activations



Domain: Customer Experience Process Focus: Fulfillment Topic: Time Metric Type: Ratio Prose Ratio: # Activations Completed by Committed Date / # Activations (2) XLS Ratio: activations.completed_by_committed_date / activations.2 Numerator ID: 120 Num Prose Name: # Activations Completed by Committed Date Num XLS Name: activations.completed_by_committed_date Num Includes: Number of service deliveries or activations fulfilled including new

service activations, new subscribers connected Num Units: Number Denominator ID: 250 Den Prose Name: # Activations (2) Den XLS Name: activations.2 Den Includes: Service activations that completed in this reporting period Den Excludes: Service activations that fail to complete this reporting period Den Units: Number Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % Orders Delivered By Committed Date

40. # Customer Contacts About Usability of Installed Service per Activation

ID: 40 Code: F-CE-3 Prose Name: # Customer Contacts About Usability of Installed Service per

Activation XLS Name: customer_contacts.usability_of_installed_service.per.activation Category: Business Metric Description: customer experience of usability in fulfilling an order by assessing the

number of customer usability inquiries relative to overall number of installations Domain: Customer Experience Process Focus: Fulfillment Topic: Usability Metric Type: Ratio Prose Ratio: # Customer Contacts About Usability of Installed Service / #

Activations XLS Ratio: customer_contacts.usability_of_installed_service / activations Numerator ID: 170 Num Prose Name: # Customer Contacts About Usability of Installed Service Num XLS Name: customer_contacts.usability_of_installed_service Num Includes: All customer raised usability related questions. (Note: not bounded by

a time period). Num Excludes: Questions not related to service usage; such as pricing



Num Units: Number Denominator ID: 249 Den Prose Name: # Activations Den XLS Name: activations Den Includes: Total number of service activations or deliveries accepted during

period Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Service Usability Queries

41. % Activations Failed

ID: 41 Code: F-CE-4 Prose Name: % Activations Failed XLS Name: pct.activations.failed Category: Business Metric Description: customer experience of effectiveness in fulfilling an order by

assessing the number of installations that fail due to technical issues relative to overall number of installations

Domain: Customer Experience Process Focus: Fulfillment Topic: Reliability Metric Type: Ratio Prose Ratio: # Activations Failed / # Activations Completed XLS Ratio: activations.failed / activations.completed Numerator ID: 152 Num Prose Name: # Activations Failed Num XLS Name: activations.failed Num Includes: Completed service activations or deliveries that do not work properly

& service activations or deliveries which can not be delivered due to technical issues. Num Excludes: Installation problems that were worked around Num Units: Number Denominator ID: 224 Den Prose Name: # Activations Completed Den XLS Name: activations.completed Den Includes: Successful & failed Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional); 2. By Service Component: Service Bearer e.g. Internet access service, Applications e.g. email (2) (Optional)

Units: Percent Decimal Places: 2



Preferred: Low Status: Active Unused: No Legacy Name: % Of Service Activation Failures

42. % Orders Failed With 28 Days

ID: 42 Code: F-CE-4b Prose Name: % Orders Failed With 28 Days XLS Name: pct.orders.failed.28days Category: Business Metric Comments: Restricted to the incident reports and activations for the service

offering addressed in this study. For example if the service offering is residential Broadband, IPTV, VoIP, etc would be excluded.

Domain: Customer Experience Process Focus: Fulfillment Topic: Reliability Metric Type: Ratio Prose Ratio: # Orders Failed Within 28 Days / # Orders Accepted by Customer (2) XLS Ratio: orders.fail_within_28_days / orders.accepted.2 Numerator ID: 168 Num Prose Name: # Orders Failed Within 28 Days Num XLS Name: orders.fail_within_28_days Num Includes: All service failures including disruption of parts of the service Num Excludes: Service failures resulting from customer actions Num Units: Number Denominator ID: 177 Den Prose Name: # Orders Accepted by Customer (2) Den XLS Name: orders.accepted.2 Den Includes: Activation or Delivery processes started in a prior reporting period Den Excludes: Activation or Delivery processes started during this reporting period

but not accepted by the customer Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Early Life Failure

43. % Cost of Fulfillment, of New Revenue

ID: 43 Code: F-OE-1a



Prose Name: % Cost of Fulfillment, of New Revenue XLS Name: pct.cost.fulfillment.per.revenue.new Category: Business Metric Description: cost effectiveness of fulfilling an order by assessing the mean cost of

fulfillment per installation relative to mean revenue generated Domain: Operational Efficiency Process Focus: Fulfillment Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Fulfillment (3) / $ Revenue for Services Newly Fulfilled XLS Ratio: cost.fulfillment.3 / revenue.new Numerator ID: 265 Num Prose Name: $ Cost of Fulfillment (3) Num XLS Name: cost.fulfillment.3 Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other

Allocated (Building, Power, IT,...); c) The cost of maintaining the systems used by this process area, but not the cost of developing the systems; d) Annual product license or support charge

Num Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer Management costs; d) SO Assurance costs; e) Proactive investment in anticipation of customer orders; e.g. network elements provided for capacity planning reasons.

Num Units: Currency Denominator ID: 210 Den Prose Name: $ Revenue for Services Newly Fulfilled Den XLS Name: revenue.new Den Includes: All new SO revenue after discounts, CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Cost Of Fulfillment Process

44. % Cost of Sales, of Revenue

ID: 44 Code: F-OE-1b Prose Name: % Cost of Sales, of Revenue XLS Name: pct.cost.sales.of.revenue Category: Business Metric Description: cost effectiveness of selling an order by assessing the mean cost of

selling per installation relative to mean revenue generated Domain: Operational Efficiency Process Focus: Fulfillment Topic: Unit Cost Metric Type: Ratio



Prose Ratio: $ Cost of Sales / $ Revenue for Services Newly Fulfilled XLS Ratio: cost.sales / revenue.new Numerator ID: 154 Num Prose Name: $ Cost of Sales Num XLS Name: cost.sales Num Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated

(Building, Power, IT,...) + Additional Costs (Advertising, …) (This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included.) /Number of SO orders. Separated by Detail above

Num Units: Currency Denominator ID: 210 Den Prose Name: $ Revenue for Services Newly Fulfilled Den XLS Name: revenue.new Den Includes: All new SO revenue after discounts, CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Dimensions: 1. By Channel: Direct, reseller, web, call center (4) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Cost Of Selling By Channel

45. % Cost of Fulfillment, of Opex

ID: 45 Code: F-OE-1c Prose Name: % Cost of Fulfillment, of Opex XLS Name: pct.cost.fulfillment.of.opex Category: Business Metric Description: cost effectiveness of fulfilling an order by assessing the total cost of

fulfillment relative to overall OpEx Domain: Operational Efficiency Process Focus: Fulfillment Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Fulfillment (2) / $ Opex XLS Ratio: cost.fulfillment.2 / opex Numerator ID: 205 Num Prose Name: $ Cost of Fulfillment (2) Num XLS Name: cost.fulfillment.2 Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other


Num Excludes: SO Assurance costs, SO Customer Management costs



Num Units: Currency Denominator ID: 186 Den Prose Name: $ Opex Den XLS Name: opex Den Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: Fulfillment Process Cost As % OpEx

46. % Revenue, by Channel Type

ID: 46 Code: F-OE-1d Prose Name: % Revenue, by Channel Type XLS Name: pct.revenue.by.channel.type Category: Business Metric Description: revenue distribution across channels by comparing Service Offering

Revenue by channel type against total Service Offering Revenue Domain: Operational Efficiency Process Focus: Fulfillment Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Revenue, by Channel Type / $ Revenue (6) XLS Ratio: revenue.by.channel.type / revenue.6 Numerator ID: 132 Num Prose Name: $ Revenue, by Channel Type Num XLS Name: revenue.by.channel.type Num Includes: SO Revenue contribution by channel type. Separated by Detail above Num Excludes: Non order related revenue, such as interest Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Dimensions: 1. By Channel: Direct, reseller, web, call center (4); 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: Yes



Legacy Name: Revenue By Channel

47. % Revenue, of Operating Cost, by Channel Type

ID: 47 Code: F-OE-1e Prose Name: % Revenue, of Operating Cost, by Channel Type XLS Name: pct.revenue.of.operating_cost.by.channel.type Category: Business Metric Description: effectiveness of Service Offering channels by comparing Service

Offering Revenue by channel type against total Service Offering channel cost Domain: Operational Efficiency Process Focus: Fulfillment Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Revenue, by Channel Type (2) / $ Cost of Channel XLS Ratio: revenue.by.channel.type.2 / cost.channel Numerator ID: 188 Num Prose Name: $ Revenue, by Channel Type (2) Num XLS Name: revenue.by.channel.type.2 Num Includes: SO Revenue contribution by channel type, CPE revenue allocation.

Separated by Detail above Num Excludes: Non order related revenue, such as interest, Handset revenue (mobile

SO) Num Units: Currency Denominator ID: 258 Den Prose Name: $ Cost of Channel Den XLS Name: cost.channel Den Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated

(Building, Power, IT,...) + Additional Costs (Advertising, …) + Channel discounts Den Units: Currency Dimensions: 1. By Channel: Direct, reseller, web, call center (4); 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: Yes Legacy Name: Contribution By Channel

48. $ Cost of Fulfillment per Installation

ID: 48 Code: F-OE-1f Prose Name: $ Cost of Fulfillment per Installation XLS Name: cost.fulfillment.per.installation Category: Business Metric



Description: cost efficiency of fulfilling an order by assessing the cost of the fulfillment process from order to activation relative to the number of installations

Comments: Currency needs to be adapted for IMF PPP Domain: Operational Efficiency Process Focus: Fulfillment Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Fulfillment / # Installations XLS Ratio: cost.fulfillment / installations Numerator ID: 153 Num Prose Name: $ Cost of Fulfillment Num XLS Name: cost.fulfillment Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other


Num Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer Management costs; d) SO Assurance costs; e) Proactive investment in anticipation of customer orders; e.g. network elements provided for capacity planning reasons.

Num Units: Currency Denominator ID: 175 Den Prose Name: # Installations Den XLS Name: installations Den Includes: Number of installations (customer accepted) at different end points.

One order may have multiple installations. Den Excludes: Unfulfilled orders due to cancellation etc. Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Currency (Adjusted for IMF PPP) Preferred: Low Status: Active Unused: Yes Legacy Name: Unit Cost Of Fulfillment

49. # Hours per Order, from Ordering to Activation

ID: 49 Code: F-OE-2a Prose Name: # Hours per Order, from Ordering to Activation XLS Name: hours.per.order.from.ordering.to.activation Category: Business Metric Description: effectiveness of the fulfillment process by measuring the mean time

from order to activation for the core fulfillment process.. The measured duration extends from the point when the customer places a confirmed order to the point where the customer accepts that their order has been satisfactorily filled

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Time



Metric Type: Ratio Prose Ratio: # Hours for All Orders, from Ordering to Activation / # Orders

Accepted by Customer XLS Ratio: hours.all.orders.from.ordering.to.activation / orders.accepted Numerator ID: 140 Num Prose Name: # Hours for All Orders, from Ordering to Activation Num XLS Name: hours.all.orders.from.ordering.to.activation Num Includes: Aggregate elapsed time from order to service activation or service

delivery by total process (Meta Process Blocks 2-5) Num Excludes: Meta Process Block 1, process suspension per customer request,

Time in Assurance or Customer Management processes Num Units: Hour Denominator ID: 165 Den Prose Name: # Orders Accepted by Customer Den XLS Name: orders.accepted Den Includes: Activation or Delivery processes started in a prior reporting period Den Excludes: Activation or Delivery processes started during this reporting period

but not accepted by the customer Den Units: Number Dimensions: 1. By Customer Density: rural, (urban & suburban) (2) (Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Time Order To Activation

50. # Hours per Order, from Ordering to Activation, by Process Type

ID: 50 Code: F-OE-2b Prose Name: # Hours per Order, from Ordering to Activation, by Process Type XLS Name: hours.per.order.from.ordering.to.activation.by.process.type Category: Business Metric Description: time effectiveness of the fulfillment process by assessing the time

from order to activation (Fulfillment Meta Process Blocks 2-5). The measured duration extends from the point when the customer places a confirmed order to the point where the customer accepts that their order has been satisfactorily filled, separated by stage of processing involved

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Orders, from Ordering to Activation, by Process Type /

# Orders Accepted by Customer XLS Ratio: hours.all.orders.from.ordering.to.activation.by.process.type /

orders.accepted Numerator ID: 129 Num Prose Name: # Hours for All Orders, from Ordering to Activation, by Process Type



Num XLS Name: hours.all.orders.from.ordering.to.activation.by.process.type Num Includes: (Aggregate process time for Fulfillment Meta Process Block for this

SO / Total number of Orders ) Separated by Detail above Num Excludes: Fulfillment Meta Process Block 1, process suspension per customer

request, Time in Assurance or Customer Management processes Num Units: Hour Denominator ID: 165 Den Prose Name: # Orders Accepted by Customer Den XLS Name: orders.accepted Den Includes: Activation or Delivery processes started in a prior reporting period Den Excludes: Activation or Delivery processes started during this reporting period

but not accepted by the customer Den Units: Number Dimensions: 1. By Fulfillment Meta Process Block: Order Handling, Service

Configuration, Resource Provisioning, Service Activation (4); 2. By Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)

Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Order To Activation Time By Major Process

51. % Orders Requiring Rework, by Cause Type

ID: 51 Code: F-OE-3a Prose Name: % Orders Requiring Rework, by Cause Type XLS Name: pct.orders.requiring_rework.by.cause.type Category: Business Metric Description: operational effectiveness of the fulfillment process, and opportunities

for savings, waste elimination, etc., by assessing the number of Service Offering orders requiring rework relative to the total number of Service Offering orders

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # Orders Requiring Rework, from Ordering to Activation / # Orders XLS Ratio: orders.requiring_rework.from.ordering.to.activation / orders Numerator ID: 159 Num Prose Name: # Orders Requiring Rework, from Ordering to Activation Num XLS Name: orders.requiring_rework.from.ordering.to.activation Num Includes: Total number of SO orders - number of SO orders successfully

closed on initial completion, applies for each defect type during process flow from Order to Activation

Num Excludes: rework in sales Num Units: Number Denominator ID: 252 Den Prose Name: # Orders



Den XLS Name: orders Den Includes: Orders identified for rework in the current reporting period, including

those created in a prior reporting period Den Units: Number Dimensions: 1. By Defect Type: Customer caused, technology caused, workforce

caused, data mismatch problems for internal systems, other (5) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Orders Requiring Rework By Cause Type

52. # Hours per Fulfillment Issue

ID: 52 Code: F-OE-3b Prose Name: # Hours per Fulfillment Issue XLS Name: hours.per.fulfillment_issue Category: Business Metric Description: operational effectiveness of the fulfillment process, and opportunities

for savings, waste elimination, etc. by assessing the mean time to handle defects or rework within the fulfillment process by aggregating the elapsed time to handle defects or rework relative to the total number of defects or rework in the Fulfillment process from Order to Activation

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # Hours for All Fulfillment Issues Resolved / # Fulfillment Issues XLS Ratio: hours.all.fulfillment_issues.resolved / fulfillment_issues Numerator ID: 134 Num Prose Name: # Hours for All Fulfillment Issues Resolved Num XLS Name: hours.all.fulfillment_issues.resolved Num Excludes: Meta Process Block 1, Time in Assurance or Customer Management

processes Num Units: Hour Denominator ID: 235 Den Prose Name: # Fulfillment Issues Den XLS Name: fulfillment_issues Den Units: Number Dimensions: 1. By Defect Type: Customer caused, technology caused, workforce

caused, data mismatch problems for internal systems, other (5); 2. By Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)

Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: Yes



Legacy Name: Mean Time To Handle Defects Or Rework From Order To Customer Acceptance

53. % Orders Requiring Rework

ID: 53 Code: F-OE-3c Prose Name: % Orders Requiring Rework XLS Name: pct.orders.requiring_rework Category: Business Metric Description: operational efficiency of the fulfillment process, and opportunities for

savings, waste elimination, etc. by assessing the number of orders requiring rework from order to activation relative to the total number of orders

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # Orders Requiring Rework, from Ordering to Activation / # Orders XLS Ratio: orders.requiring_rework.from.ordering.to.activation / orders Numerator ID: 159 Num Prose Name: # Orders Requiring Rework, from Ordering to Activation Num XLS Name: orders.requiring_rework.from.ordering.to.activation Num Includes: Total number of SO orders - number of SO orders successfully


Num Excludes: rework in sales Num Units: Number Denominator ID: 252 Den Prose Name: # Orders Den XLS Name: orders Den Includes: Orders identified for rework in the current reporting period, including

those created in a prior reporting period Den Units: Number Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Orders Requiring Rework

54. % Orders Pending Error Fix

ID: 54 Code: F-OE-3d Prose Name: % Orders Pending Error Fix XLS Name: pct.orders.pending_error_fix Category: Business Metric



Comments: This KPI measures not the efficiency of RA department of the company but the efficiency of RA process in the company.

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # Orders with Pending Error Fixes / # Orders with Errors XLS Ratio: orders.with_pending_error_fixes / orders.with_errors Numerator ID: 237 Num Prose Name: # Orders with Pending Error Fixes Num XLS Name: orders.with_pending_error_fixes Num Includes: Total number of fulfilment orders (either created or revised) with

errors, whose errors were not corrected in the period (outstanding) Num Excludes: All fulfillment orders without errors or fulfillment orders with errors

which have been addressed Num Units: Number Denominator ID: 236 Den Prose Name: # Orders with Errors Den XLS Name: orders.with_errors Den Includes: Total number of fulfillment orders (either created or revised) with

errors Den Excludes: All fulfillment orders without errors or fulfillment orders with errors

which have been addressed Den Units: Number Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Orders Pending Error Fix

55. % Cost of Future Infrastructure Build, of Revenue

ID: 55 Code: F-OE-6 Prose Name: % Cost of Future Infrastructure Build, of Revenue XLS Name: pct.future_infrastructure_build.of.revenue Category: Business Metric Description: operational effectiveness of the fulfillment process by assessing the

relative cost of infrastructure build costs for the Service Offering relative to its overall revenue. The measured cost includes OpEx costs and the appropriate allocation of CapEx costs within the Service Offering business

Domain: Operational Efficiency Process Focus: Fulfillment Topic: Utilization Metric Type: Ratio Prose Ratio: $ Value of Future Infrastructure Build / $ Revenue (6) XLS Ratio: cost.future_infrastructure_build / revenue.6 Numerator ID: 178



Num Prose Name: $ Value of Future Infrastructure Build Num XLS Name: cost.future_infrastructure_build Num Includes: CapEx useful to SO revenue generation (Equipment, Systems,

Software, capitalized installation labor…); OpEx cost to operate new infrastructure until breakeven

Num Excludes: Capitalized Operating Expenses (motor vehicles, real-estate,…) Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: Yes Legacy Name: % SO Investment For Future Infrastructure

56. # Minutes per Customer Incident Resolution, by Severity Type

ID: 56 Code: A-CE-2a Prose Name: # Minutes per Customer Incident Resolution, by Severity Type XLS Name: minutes.per.customer_incident.resolution.by.severity.type Category: Business Metric Description: customer experience of promptness in resolving faults or other

incidents that impact on an agreed provided service by comparing the aggregate time for resolving incidents with the total number of incidents that have been resolved. The measured duration extends from the point when the incident is reported to the point when the customer accepts that the incident has been satisfactorily dealt with, and normal service restored

Domain: Customer Experience Process Focus: Assurance Topic: Time Metric Type: Ratio Prose Ratio: # Minutes for All Customer Incidents, from Reported to Resolved / #

Customer Incidents Resolved XLS Ratio: minutes.all.customer_incidents.from.reported.to.resolved /

customer_incidents.resolved Numerator ID: 208 Num Prose Name: # Minutes for All Customer Incidents, from Reported to Resolved Num XLS Name: minutes.all.customer_incidents.from.reported.to.resolved Num Includes: Incident capturing, technical resolution and customer notification Num Excludes: Problem Report status inquiry queries Num Units: Minute Denominator ID: 119 Den Prose Name: # Customer Incidents Resolved Den XLS Name: customer_incidents.resolved



Den Includes: Resolutions completed during the reporting period. Resolutions may have started in a prior reporting period

Den Excludes: Resolutions in progress where customer contact occurred this reporting period

Den Units: Number Dimensions: 1. By Problem Severity: Critical, Major, Minor (3) (Optional) Units: Minute Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Incident Resolution Time

57. # Minutes per Customer Incident Resolution, by Customer Type

ID: 57 Code: A-CE-2b Prose Name: # Minutes per Customer Incident Resolution, by Customer Type XLS Name: minutes.per.customer_incident.resolution.by.customer.type Category: Business Metric Description: customer experience of effectiveness in resolving faults or other

incidents that impact on an agreed provided service by measuring the mean time for resolving incidents. The measured duration extends from customer contact through to informing the customer of resolution

Domain: Customer Experience Process Focus: Assurance Topic: Time Metric Type: Ratio Prose Ratio: # Minutes for All Customer Incidents, from Reported to Resolved / #

Customer Incidents Resolved XLS Ratio: minutes.all.customer_incidents.from.reported.to.resolved /

customer_incidents.resolved Numerator ID: 208 Num Prose Name: # Minutes for All Customer Incidents, from Reported to Resolved Num XLS Name: minutes.all.customer_incidents.from.reported.to.resolved Num Includes: Incident capturing, technical resolution and customer notification Num Excludes: Problem Report status inquiry queries Num Units: Minute Denominator ID: 119 Den Prose Name: # Customer Incidents Resolved Den XLS Name: customer_incidents.resolved Den Includes: Resolutions completed during the reporting period. Resolutions may

have started in a prior reporting period Den Excludes: Resolutions in progress where customer contact occurred this

reporting period Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional); 2. By Service Component: Voice Services, Data Services (2) (optional)



Units: Minute Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Time To Resolve Customer Incidents

58. % Problem Reports Resolved by Due Date

ID: 58 Code: A-CE-2c Prose Name: % Problem Reports Resolved by Due Date XLS Name: pct.problem_reports.resolved_by_due_date Category: Business Metric Description: customer experience of effectiveness in resolving faults or other

incidents that impact on an agreed provided service by comparing the number of problems resolved to customer satisfaction by the committed date to the total number of problems occurring during the reporting period

Domain: Customer Experience Process Focus: Assurance Topic: Time Metric Type: Ratio Prose Ratio: # Problem Reports Resolved by Committed Date / # Problem Reports

(2) XLS Ratio: problem_reports.resolved.committed_date / problem_reports.2 Numerator ID: 117 Num Prose Name: # Problem Reports Resolved by Committed Date Num XLS Name: problem_reports.resolved.committed_date Num Includes: Problems that were resolved during the reporting period that may

have initiated in a prior reporting period (overlap) Num Units: Number Denominator ID: 246 Den Prose Name: # Problem Reports (2) Den XLS Name: problem_reports.2 Den Excludes: Problems that initiate in a prior reporting period but achieve resolution

in this reporting period. Den Units: Number Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % Of Problems Resolved By Due Date

59. % Customer Incidents Reported More than Once

ID: 59



Code: A-CE-4a Prose Name: % Customer Incidents Reported More than Once XLS Name: pct.customer_incidents.reported_more_than_once_by_customer Category: Business Metric Description: customer experience of effectiveness of the Assurance Process by

assessing the percent of incidents that are reported more than once by the customer relative to the total number of customer reported incidents

Domain: Customer Experience Process Focus: Assurance Topic: Reliability Metric Type: Ratio Prose Ratio: # Customer Contacts About Re-reported Customer Incidents / #

Customer Incidents Closed XLS Ratio: customer_contacts.rereported_customer_incidents /

customer_incidents.closed Numerator ID: 167 Num Prose Name: # Customer Contacts About Re-reported Customer Incidents Num XLS Name: customer_contacts.rereported_customer_incidents Num Includes: Service problems not dealt with following first report, service problems

not solved in a satisfactory way Num Excludes: Re-work not triggered by customer Num Units: Number Denominator ID: 239 Den Prose Name: # Customer Incidents Closed Den XLS Name: customer_incidents.closed Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Corporate &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Of Incidents That Are Reported More Than Once By the Customer

60. % Customers with SLA

ID: 60 Code: A-CE-4b Prose Name: % Customers with SLA XLS Name: pct.customers.with_sla Category: Business Metric Description: customer experience of effectiveness of the Assurance process by

assessing the ratio of customers with Service Level Agreements (SLAs), relative to the total number of customers

Domain: Customer Experience Process Focus: Assurance Topic: Reliability Metric Type: Ratio



Prose Ratio: # Customers with SLA / # Customers (3) XLS Ratio: customers.with_sla / customers.3 Numerator ID: 174 Num Prose Name: # Customers with SLA Num XLS Name: customers.with_sla Num Includes: Count of customers i.e. customer may have more than one SLA, is

still counted once Num Units: Number Denominator ID: 231 Den Prose Name: # Customers (3) Den XLS Name: customers.3 Den Includes: All customers using this SO Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % Of Customers With SLA

61. % Problem Reports from Customers

ID: 61 Code: A-CE-4c Prose Name: % Problem Reports from Customers XLS Name: pct.problem_reports.from_customers Category: Business Metric Description: customer experience perception of effectiveness of the Assurance

process by assessing the ratio of customer reported problems, relative to the total number of problems reported

Domain: Customer Experience Process Focus: Assurance Topic: Reliability Metric Type: Ratio Prose Ratio: # Problem Reports from Customers / # Problem Reports (3) XLS Ratio: problem_reports.from_customers / problem_reports.3 Numerator ID: 116 Num Prose Name: # Problem Reports from Customers Num XLS Name: problem_reports.from_customers Num Includes: Number of CUSTOMER reported technical and usability problems

reported for this service offering during the measurement period. Num Excludes: Problems reported from non-customer sources Num Units: Number Denominator ID: 247 Den Prose Name: # Problem Reports (3) Den XLS Name: problem_reports.3



Den Includes: All technical and usability problems reported for this service offering during the measurement period.

Den Units: Number Dimensions: 1. By Problem Severity: Critical. Major, Minor (3) (OPTIONAL) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Percentage Of Problems Reported By Customers

62. Service Availability

ID: 62 Code: A-CE-5 Prose Name: Service Availability XLS Name: special.service_availability Category: Business Metric Description: customer experience of service availability by assessing the actual

time service is available to Customers by subtracting the Service Outage time from the Service contracted to be live for customers during period (such as provisioned Channels, trunks, etc). The Service Outage time is defined by the sum of outage time, including outages due to maintenance activities (OA&M) as well as faults. The result is given as a percentage by dividing the difference by the Total Contracted Service Time

Domain: Customer Experience Process Focus: Assurance Topic: Availability Metric Type: Ratio Prose Ratio: # Minutes for All Actual Service Uptime / # Minutes for All Contracted

Service Uptime (2) XLS Ratio: minutes.all.service_uptime.actual /

minutes.all.service_uptime.contracted.2 Numerator ID: 272 Num Prose Name: # Minutes for All Actual Service Uptime Num XLS Name: minutes.all.service_uptime.actual Num Includes: all contracted time Num Excludes: customer caused faults or customer requested outages Num Units: Minute Denominator ID: 263 Den Prose Name: # Minutes for All Contracted Service Uptime (2) Den XLS Name: minutes.all.service_uptime.contracted.2 Den Includes: All contracted time Den Excludes: Portion of time (if any) that service is not guaranteed Den Units: Minute Units: Percent Decimal Places: 3 Preferred: High Status: Active Unused: No



Legacy Name: Availability Of Service To Customer

63. # SLA Violations per SLA

ID: 63 Code: A-CE-6a Prose Name: # SLA Violations per SLA XLS Name: pct.sla_violations.per.sla Category: Business Metric Description: customer experience perception of service quality by assessing the

number of SLA violations relative to the total number of SLAs Domain: Customer Experience Process Focus: Assurance Topic: Ease of Doing Business Metric Type: Ratio Prose Ratio: # SLA Violations / # SLAs XLS Ratio: sla_violations / slas Numerator ID: 123 Num Prose Name: # SLA Violations Num XLS Name: sla_violations Num Includes: Each breach for a single SLA should be counted separately. Num Units: Number Denominator ID: 251 Den Prose Name: # SLAs Den XLS Name: slas Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Of SLA Violations

64. % Problem Reports Resolved Within SLA Time Requirements

ID: 64 Code: A-CE-6b Prose Name: % Problem Reports Resolved Within SLA Time Requirements XLS Name: pct.problem_reports.resolved.sla_time Category: Business Metric Description: customer experience of effectiveness of the Assurance process by

assessing the proportion of problems dealt with in a timely manner according to SLA definition relative to the total number of problems reported

Domain: Customer Experience Process Focus: Assurance



Topic: Ease of Doing Business Metric Type: Ratio Prose Ratio: # Problem Reports Actually Closed in Compliance with SLA / #

Problem Reports Due to be Closed in Compliance with SLA XLS Ratio: problem_reports.actually_closed.within_sla /

problem_reports.due_closed.within_sla Numerator ID: 114 Num Prose Name: # Problem Reports Actually Closed in Compliance with SLA Num XLS Name: problem_reports.actually_closed.within_sla Num Includes: Each breach for a single SLA should be counted separately. Num Units: Number Denominator ID: 115 Den Prose Name: # Problem Reports Due to be Closed in Compliance with SLA Den XLS Name: problem_reports.due_closed.within_sla Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2); 2. By Problem Severity: Critical, Major, Minor (3) (Optional) Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % Problems That Are Dealt With In SLA Time Requirements

65. % Cost of Assurance, of Revenue

ID: 65 Code: A-OE-1a Prose Name: % Cost of Assurance, of Revenue XLS Name: pct.cost.assurance.of.revenue Category: Business Metric Description: cost efficiency of the Assurance process by assessing the relative

cost of assurance activity for the Service Offering against its overall revenue. The measured cost includes direct assurance costs and the appropriate allocation of other, or general, costs related to assurance within the Service Offering business. The measured revenue is after discounts

Domain: Operational Efficiency Process Focus: Assurance Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Assurance / $ Revenue (5) XLS Ratio: cost.assurance / revenue.5 Numerator ID: 203 Num Prose Name: $ Cost of Assurance Num XLS Name: cost.assurance Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other




Num Excludes: a) G&A expense; b) SO Fulfillment costs; c) SO Customer Management costs; d) Depreciation expense

Num Units: Currency Denominator ID: 187 Den Prose Name: $ Revenue (5) Den XLS Name: revenue.5 Den Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Cost Of Assurance Process

66. % Cost of Assurance, of Opex

ID: 66 Code: A-OE-1b Prose Name: % Cost of Assurance, of Opex XLS Name: pct.cost.assurance.of.opex Category: Business Metric Description: cost efficiency of the Assurance process by assessing the relative

cost of assurance for the Service Offering against its OpEx. The measured cost of Service Offering assurance includes direct assurance costs and the appropriate allocation of other, or general, costs related to assurance within the Service Offering business

Domain: Operational Efficiency Process Focus: Assurance Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Assurance / $ Opex XLS Ratio: cost.assurance / opex Numerator ID: 203 Num Prose Name: $ Cost of Assurance Num XLS Name: cost.assurance Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other



Num Units: Currency Denominator ID: 186 Den Prose Name: $ Opex Den XLS Name: opex



Den Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A + Depreciation & Amortization

Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: Assurance Process Cost As % OpEx

67. % Cost of SLA Management, of Revenue

ID: 67 Code: A-OE-1c Prose Name: % Cost of SLA Management, of Revenue XLS Name: pct.cost.sla_management.of.revenue Category: Business Metric Description: cost efficiency of the SLA process for the Service Offering, by

assessing the relative cost of SLA-related activity for the Service Offering against its overall revenue. The measured cost includes direct assurance costs and the appropriate allocation of other, or general, costs related to assurance within the Service Offering business. The measured revenue is after discounts

Domain: Operational Efficiency Process Focus: Assurance Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of SLA Management / $ Revenue (6) XLS Ratio: cost.sla_management / revenue.6 Numerator ID: 192 Num Prose Name: $ Cost of SLA Management Num XLS Name: cost.sla_management Num Includes: SLA administrative labor (salary, taxes, benefits and outsourced

labor) + Other allocated for SLA admin (Building, Power, IT,...) + Customer rebates for SLA violations. This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included. SLA penalties are included. All, separated by Detail above

Num Excludes: SO Fulfillment costs, SO Customer Management costs Num Units: Currency Denominator ID: 184 Den Prose Name: $ Revenue (6) Den XLS Name: revenue.6 Den Includes: Service revenue, CPE revenue or CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not


Government (2) Units: Percent



Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Cost Of SLAs

68. $ Cost of Assurance per Service Problem Resolved

ID: 68 Code: A-OE-1f Prose Name: $ Cost of Assurance per Service Problem Resolved XLS Name: cost.assurance.per.service_problem.resolved Category: Business Metric Description: cost efficiency of the Assurance process by assessing the total cost of

the Assurance process relative to the total number of repairs Comments: Currency needs to be adapted for IMF PPP Domain: Operational Efficiency Process Focus: Assurance Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Assurance / # Service Problems Resolved (2) XLS Ratio: cost.assurance / service_problems.resolved.2 Numerator ID: 203 Num Prose Name: $ Cost of Assurance Num XLS Name: cost.assurance Num Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other



Num Units: Currency Denominator ID: 121 Den Prose Name: # Service Problems Resolved (2) Den XLS Name: service_problems.resolved.2 Den Includes: All repairs requiring service provider action to resolve, which were

closed in the period Den Excludes: Trouble tickets cleared with no fault found Den Units: Number Dimensions: 1. By Problem Resolution Method: through Software repair, through

Hardware repairs (2) (Optional); 2. By Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)

Units: Currency (Adjusted for IMF PPP) Preferred: Low Status: Active Unused: Yes Legacy Name: Unit Cost Of Assurance



69. # Minutes per Service Problem Resolution

ID: 69 Code: A-OE-2a Prose Name: # Minutes per Service Problem Resolution XLS Name: minutes.per.service_problem.resolution Category: Business Metric Description: time efficiency of the SLA process for the Service Offering, by

assessing the aggregate time to resolve Service Offering service problems relative to the number of closed problem reports

Comments: See the Counting Rules tab for more information on how Problem Reports are counted to ensure consistency among participants

Domain: Operational Efficiency Process Focus: Assurance Topic: Time Metric Type: Ratio Prose Ratio: # Minutes for All Problem Reports to Service Restoration / # Problem

Reports Closed (3) XLS Ratio: minutes.all.problem_reports.service_restoration /

problem_reports.closed.3 Numerator ID: 135 Num Prose Name: # Minutes for All Problem Reports to Service Restoration Num XLS Name: minutes.all.problem_reports.service_restoration Num Includes: Aggregate elapsed time from Problem Report open to Problem

Report closed for this SO. Separated by Detail above Num Units: Minute Denominator ID: 113 Den Prose Name: # Problem Reports Closed (3) Den XLS Name: problem_reports.closed.3 Den Includes: Problem reports opened in a prior period Den Units: Number Dimensions: 1. By Problem Severity: Critical, Major, Minor (3) (Optional); 2. By

Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional) Units: Minute Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Service Problem Resolution Time

70. # Hours per Service Problem Resolution, by Process Type

ID: 70 Code: A-OE-2b Prose Name: # Hours per Service Problem Resolution, by Process Type XLS Name: hours.per.service_problem_resolution.by.process.type Category: Business Metric



Description: time efficiency of the SLA process for the Service Offering, by assessing the average time to resolve Service Offering service problems. The measured duration extends from opening to closing Trouble Tickets for the Service Offering, relative to the total number of Trouble Tickets

Domain: Operational Efficiency Process Focus: Assurance Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Service Problem Resolutions, by Process Type / #

Service Problems Resolved XLS Ratio: hours.all.service_problem_resolutions.by.process.type /

service_problems.resolved Numerator ID: 200 Num Prose Name: # Hours for All Service Problem Resolutions, by Process Type Num XLS Name: hours.all.service_problem_resolutions.by.process.type Num Includes: Aggregate elapsed time for Meta Process Block for this SO.

Seperated by Detail above Num Excludes: Meta Process Block 5 (Customer Retention Management) Num Units: Hour Denominator ID: 122 Den Prose Name: # Service Problems Resolved Den XLS Name: service_problems.resolved Den Units: Number Dimensions: 1. By Assurance Meta process blocks: resource data collection and

processing, service problem management, resource trouble detection/handling, customer QoS/SLA management (4); 2. By Problem Severity: Critical, Major, Minor (3) (Optional)

Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Time To Resolve Service Problems

71. % Problem Reports, by Cause Type

ID: 71 Code: A-OE-3a Prose Name: % Problem Reports, by Cause Type XLS Name: pct.problem_reports.by.cause.type Category: Business Metric Description: distribution of Assurance problems across cause types by assessing

the number of problem reports by type, relative to the total number of problem reports Domain: Operational Efficiency Process Focus: Assurance Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # Problem Reports Closed, by Cause Type / # Problem Reports XLS Ratio: problem_reports.closed.by.cause.type / problem_reports Numerator ID: 112



Num Prose Name: # Problem Reports Closed, by Cause Type Num XLS Name: problem_reports.closed.by.cause.type Num Includes: Cause types include all types covered in modifying detail #1 as

above. Num Units: Number Denominator ID: 245 Den Prose Name: # Problem Reports Den XLS Name: problem_reports Den Units: Number Dimensions: 1. By Cause Type: customer caused, technology caused (own

system), Technology caused (3rd party system), workforce caused, data mismatch problems for internal systems, other (6)

Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Problems By Cause Type

72. % Assurance Time for Repair

ID: 72 Code: A-OE-3b Prose Name: % Assurance Time for Repair XLS Name: pct.assurance_time.repair Category: Business Metric Description: effectiveness of the Assurance process by assessing the mean repair

time, relative to the total assurance time (i.e. maintenance and repair) Domain: Operational Efficiency Process Focus: Assurance Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # Hours for All Repair / # Hours for All Repair and Maintenance XLS Ratio: hours.all.repair / hours.all.repair_and_maintenance Numerator ID: 209 Num Prose Name: # Hours for All Repair Num XLS Name: hours.all.repair Num Includes: Total hours of reported time for repair (technician + dispatch) Num Units: Hour Denominator ID: 262 Den Prose Name: # Hours for All Repair and Maintenance Den XLS Name: hours.all.repair_and_maintenance Den Includes: Time for repair and maintenance (technician + dispatch) Den Units: Hour Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes



Legacy Name: % Maintenance Time Used For Repair

73. Mean Time Between Failures (MTBF)

ID: 73 Code: A-OE-3c Prose Name: Mean Time Between Failures (MTBF) XLS Name: special.mtbf Category: Business Metric Description: operational effectiveness of the Assurance process by assessing the

mean time between failures. This metric is measured over a period as the ratio of the Mean time between repairs and the number of trouble tickets closed over the period. The mean time between repairs considers the revenue system size (such as live ports) without taking into account the service outage time (calculated as the MTTR for the period for all the trouble tickets over the period)

Comments: Example calculation: Revenue System Size = 15,606 ports * 30 days = 468,180.00 days. MTTR in days = 213.7 mins = 0.148 days. Number of trouble tIckets closed = 4792 trouble tickets. Therefore MTBF = (468,180.00-(.148*4792)) / 4792. Therefore MTBF = 97.6 days. See the Counting Rules tab for more information on how Service Outages are counted to ensure consistency among participants.

Domain: Operational Efficiency Process Focus: Assurance Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: Revenue System Uptime / # Problem Reports Closed XLS Ratio: special.revenue_system_uptime / problem_reports.closed Numerator ID: 275 Num Prose Name: Revenue System Uptime Num XLS Name: special.revenue_system_uptime Num Units: Day Denominator ID: 126 Den Prose Name: # Problem Reports Closed Den XLS Name: problem_reports.closed Den Includes: Trouble Tickets for maintenance activities Den Excludes: Problems caused by customer Den Units: Number Units: Day Decimal Places: 1 Preferred: High Status: Active Unused: No Legacy Name: Mean Time Between Failures

74. # Problem Reports per NOC FTE

ID: 74 Code: A-OE-6a



Prose Name: # Problem Reports per NOC FTE XLS Name: problem_reports.per.noc_fte Category: Business Metric Description: operational effectiveness of the NOC problem resolution process by

measuring problems resolved relative to the number of NOC FTE's assigned to problem resolution

Domain: Operational Efficiency Process Focus: Assurance Topic: Utilization Metric Type: Ratio Prose Ratio: # Problem Reports Resolved to Customer Satisfaction / # NOC FTEs

Assigned to Problem Resolution XLS Ratio: problem_reports.resolved / noc_ftes.assigned_to_problem_resolution Numerator ID: 118 Num Prose Name: # Problem Reports Resolved to Customer Satisfaction Num XLS Name: problem_reports.resolved Num Includes: Problems that were reported AND resolved during the reporting

period Num Excludes: Problems that were resolved during the reporting period that were

initiated in a prior reporting period Num Units: Number Denominator ID: 243 Den Prose Name: # NOC FTEs Assigned to Problem Resolution Den XLS Name: noc_ftes.assigned_to_problem_resolution Den Includes: For this metric; an FTE is the equivalent of 40 hours of problem

resolution time per week. Den Excludes: ALL non-problem resolution time expended by NOC personnel. Den Units: Number Units: Number Preferred: High Status: Active Unused: Yes Legacy Name: NOC FTE Efficiency

75. % Bills Delivered, by Delivery Type

ID: 75 Code: B-CE-1a Prose Name: % Bills Delivered, by Delivery Type XLS Name: pct.bills.delivered.by.delivery.type Category: Business Metric Description: customer experience of preferred access to billing information by

assessing the number of bills delivered by media/method relative to the total number of bills Domain: Customer Experience Process Focus: Billing Topic: Access Metric Type: Ratio Prose Ratio: # Bills Issued, by Delivery Type / # Bills Produced (2) XLS Ratio: bills.issued.by.delivery.type / bills.produced.2



Numerator ID: 161 Num Prose Name: # Bills Issued, by Delivery Type Num XLS Name: bills.issued.by.delivery.type Num Excludes: Web delivery in case this customer also receives a paper statement Num Units: Number Denominator ID: 163 Den Prose Name: # Bills Produced (2) Den XLS Name: bills.produced.2 Den Units: Number Dimensions: 1. By Media Type: Paper, email, magnetic, web/portal, other (5); 2. By

Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional) Units: Percent Decimal Places: 2 Status: Active Unused: Yes Legacy Name: Distribution Of Bills By Delivery Method

76. % Customer Payments, by Payment Type

ID: 76 Code: B-CE-1b Prose Name: % Customer Payments, by Payment Type XLS Name: pct.customer_payments.by.payment.type Category: Business Metric Description: customer experience of preferred bill-payment transactions by

assessing the number of bills delivered by media/method relative to the total number of bills Domain: Customer Experience Process Focus: Billing Topic: Access Metric Type: Ratio Prose Ratio: # Customer Payments, by Payment Type / # Customer Payments (2) XLS Ratio: customer_payments.by.payment.type / customer_payments.2 Numerator ID: 109 Num Prose Name: # Customer Payments, by Payment Type Num XLS Name: customer_payments.by.payment.type Num Includes: Direct debit by credit card considered as direct debit. Num Units: Number Denominator ID: 110 Den Prose Name: # Customer Payments (2) Den XLS Name: customer_payments.2 Den Units: Number Dimensions: 1. By Payment Method: Cash, Credit Card/Debit Card, Direct Debit,

Bank Transfer, Other (5); 2. By Customer Segment: Consumer & SME, Large Enterprise & government (2) (Optional)

Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: % Payment Transaction By Payment Method



77. % Bills Issued Electronically

ID: 77 Code: B-CE-1c Prose Name: % Bills Issued Electronically XLS Name: pct.bills.issued_electronically Category: Business Metric Description: customer experience comfort in the uptake of electronically delivered

bills relative to the total number of bills issued Domain: Customer Experience Process Focus: Billing Topic: Access Metric Type: Ratio Prose Ratio: # Bills Sent Electronically / # Bills Issued (2) XLS Ratio: bills.sent_electronically / bills.issued.2 Numerator ID: 223 Num Prose Name: # Bills Sent Electronically Num XLS Name: bills.sent_electronically Num Excludes: Electronic bills that also have an associated paper bill Num Units: Number Denominator ID: 217 Den Prose Name: # Bills Issued (2) Den XLS Name: bills.issued.2 Den Units: Number Dimensions: 1. By Service Type: Fixed, Mobile (2) (Optional) 2. By Customer

Segment: Consumer & SME, Large Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % e-Bills Issued

78. % Customer Payments Received Electronically

ID: 78 Code: B-CE-1d Prose Name: % Customer Payments Received Electronically XLS Name: pct.customer_payments.received_electronically Category: Business Metric Description: customer experience comfort in the uptake of electronically paid bills

relative to the total number of bills issued Domain: Customer Experience Process Focus: Billing Topic: Access Metric Type: Ratio Prose Ratio: # Bills Paid Electronically / # Bills Issued (2) XLS Ratio: bills.paid_electronically / bills.issued.2



Numerator ID: 218 Num Prose Name: # Bills Paid Electronically Num XLS Name: bills.paid_electronically Num Includes: Bills paid via home banking, automatic bank deduction, funds

transfers, ATM transactions, and web and/or IVR-based credit or debit card transactions Num Excludes: Payments by cash or check Num Units: Number Denominator ID: 217 Den Prose Name: # Bills Issued (2) Den XLS Name: bills.issued.2 Den Units: Number Dimensions: 1. By Service Type: Fixed, Mobile (2) (Optional) 2. By Customer

Segment: Consumer & SME, Large Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: No Legacy Name: % e-Payments Received

79. # Minutes per Customer Transaction

ID: 79 Code: B-CE-2a Prose Name: # Minutes per Customer Transaction XLS Name: minutes.per.customer_transaction.posted Category: Business Metric Description: customer experience of timeliness of billing/rating information

availability to the customers by determining the average duration from the end of an event to when it is available to the customer

Domain: Customer Experience Process Focus: Billing Topic: Time Metric Type: Ratio Prose Ratio: # Minutes for All Customer Transactions to Information Posted / #

Customer Transactions XLS Ratio: minutes.all.customer_transactions.to.information_posted /

customer_transactions Numerator ID: 143 Num Prose Name: # Minutes for All Customer Transactions to Information Posted Num XLS Name: minutes.all.customer_transactions.to.information_posted Num Includes: Total time from end of transaction (e.g. call, download session, etc)

until information of transaction and rated usage are available for customer consumption Num Units: Minute Denominator ID: 255 Den Prose Name: # Customer Transactions Den XLS Name: customer_transactions Den Units: Number



Dimensions: 1. By Contact Channel: call center, self-service, direct (3); 2. By Event Source: Roaming; Non-Roaming (2) (Optional)

Units: Minute Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Transaction Posting Time

80. # Hours per Bill, from Bill Cycle Close to Bill Dispatch

ID: 80 Code: B-CE-2b Prose Name: # Hours per Bill, from Bill Cycle Close to Bill Dispatch XLS Name: hours.per.bill.from.bill_cycle_close.to.bill_dispatch Category: Business Metric Domain: Customer Experience Process Focus: Billing Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Bills, from Bill Cycle Close to Bill Dispatch / # Bills XLS Ratio: hours.all.bills.from.bill_cycle_close.to.bill_dispatch / bills Numerator ID: 139 Num Prose Name: # Hours for All Bills, from Bill Cycle Close to Bill Dispatch Num XLS Name: hours.all.bills.from.bill_cycle_close.to.bill_dispatch Num Includes: Total elapsed time from cycle close date until bills ready for dispatch

(processing and printing completed as needed by media). Includes time to process delayed calls (relevant for the cycle) between close date and actual bill run initiation. Includes all billing run activities such as QA.

Num Units: Hour Denominator ID: 215 Den Prose Name: # Bills Den XLS Name: bills Den Units: Number Dimensions: 1. By Media Type: paper, email, magnetic, web/portal, other (5); 2. By

Customer Segment: Consumer & SME, Large Enterprise & Government (2) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Time To Prepare and Dispatch Bills

81. % Value of Billing Charges from Previous Cycle

ID: 81 Code: B-CE-4a



Prose Name: % Value of Billing Charges from Previous Cycle XLS Name: pct.value.billing_charges.from_previous_cycle Category: Business Metric Description: customer experience of promptness/accuracy in received billing

information by assessing amount of charges from previous billing cycle relative to the total amount charged for the current billing cycle

Domain: Customer Experience Process Focus: Billing Topic: Reliability Metric Type: Ratio Prose Ratio: $ Value of Billing Charges from Previous Billing Cycle / $ Value of

Current Billing Charges XLS Ratio: value.billing_charges.previous_billing_cycle /

value.billing_charges.current Numerator ID: 148 Num Prose Name: $ Value of Billing Charges from Previous Billing Cycle Num XLS Name: value.billing_charges.previous_billing_cycle Num Includes: All billing cycles within period Num Units: Currency Denominator ID: 201 Den Prose Name: $ Value of Current Billing Charges Den XLS Name: value.billing_charges.current Den Includes: All billing cycles within period Den Units: Currency Dimensions: 1. By Event Source: Roaming; Non-Roaming (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Of Bill Originating From Previous Cycle

82. % Bills Inaccurate

ID: 82 Code: B-CE-4c Prose Name: % Bills Inaccurate XLS Name: pct.bills.inaccurate Category: Business Metric Description: customer experience of accuracy in received billing information by

assessing the number of bills with errors relative to the total number of bills Domain: Customer Experience Process Focus: Billing Topic: Reliability Metric Type: Ratio Prose Ratio: # Bills with Error / # Bills Issued (3) XLS Ratio: bills.with_error / bills.issued.3 Numerator ID: 151 Num Prose Name: # Bills with Error



Num XLS Name: bills.with_error Num Includes: Bill errors reported by customers, identified internally Num Units: Number Denominator ID: 216 Den Prose Name: # Bills Issued (3) Den XLS Name: bills.issued.3 Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Bills Inaccurate

83. % Bills Adjusted

ID: 83 Code: B-CE-4d Prose Name: % Bills Adjusted XLS Name: pct.bills.adjusted Category: Business Metric Description: customer perception of accuracy in received billing information by

assessing the average number of bills adjusted Domain: Customer Experience Process Focus: Billing Topic: Reliability Metric Type: Ratio Prose Ratio: # Bills Requiring Adjustments Initiated by Customer / # Bills Issued (2) XLS Ratio: bills.requiring_adjustments.customer / bills.issued.2 Numerator ID: 221 Num Prose Name: # Bills Requiring Adjustments Initiated by Customer Num XLS Name: bills.requiring_adjustments.customer Num Includes: Financial adjustments, credit notes issued Num Excludes: Customer initiated changes: address changes, plan adjustments Num Units: Number Denominator ID: 217 Den Prose Name: # Bills Issued (2) Den XLS Name: bills.issued.2 Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Bills Adjusted



84. # Customer Contacts About Billing per Bill

ID: 84 Code: B-CE-4e Prose Name: # Customer Contacts About Billing per Bill XLS Name: customer_contacts.billing.per.bill Category: Business Metric Description: customer perception of the accuracy and readability of bills issued Domain: Customer Experience Process Focus: Billing Topic: Reliability Metric Type: Ratio Prose Ratio: # Customer Contacts About Billing / # Bills Issued (2) XLS Ratio: customer_contacts.billing / bills.issued.2 Numerator ID: 212 Num Prose Name: # Customer Contacts About Billing Num XLS Name: customer_contacts.billing Num Includes: Inbound contacts (such as phone, email, and web contacts), including

all billing and payment inquiries. Num Excludes: Customer initiated changes: address changes, plan adjustments Num Units: Number Denominator ID: 217 Den Prose Name: # Bills Issued (2) Den XLS Name: bills.issued.2 Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional); 2. By Contact Type: complaint vs. inquiry (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Billing Contacts

85. % Bills Adjusted Internally

ID: 85 Code: B-CE-4f Prose Name: % Bills Adjusted Internally XLS Name: pct.bills.adjusted_internally Category: Business Metric Description: customer confidence in billing process accuracy as a result of error

reduction Domain: Customer Experience Process Focus: Billing Topic: Reliability Metric Type: Ratio Prose Ratio: # Bills Requiring Adjustments Initiated Internally / # Bills Issued (2)



XLS Ratio: bills.requiring_adjustments.internal / bills.issued.2 Numerator ID: 222 Num Prose Name: # Bills Requiring Adjustments Initiated Internally Num XLS Name: bills.requiring_adjustments.internal Num Includes: All internal adjustments, including plan changes, address changes,

financial adjustments, credit notes issued Num Excludes: All customer initiated adjustments. Num Units: Number Denominator ID: 217 Den Prose Name: # Bills Issued (2) Den XLS Name: bills.issued.2 Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Bills Adjusted Internally

86. % Cost of Billing, of Revenue Billed

ID: 86 Code: B-OE-1a Prose Name: % Cost of Billing, of Revenue Billed XLS Name: pct.cost.billing.of.revenue.billed Category: Business Metric Description: cost efficiency of the billing process by assessing the cost of billing the

customer relative to the billed revenue Comments: Currency needs to be adapted for IMF PPP Domain: Operational Efficiency Process Focus: Billing Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Billing / $ Revenue Billed XLS Ratio: cost.billing / revenue.billed Numerator ID: 155 Num Prose Name: $ Cost of Billing Num XLS Name: cost.billing Num Includes: All costs associated with the billing meta process (blocks 1-5) from

customer service/product activation through billing charges accumulation & management. This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included.

Num Excludes: a) G&A expense; b) Order handling function (part of fulfillment process); c) depreciation expenses

Num Units: Currency Denominator ID: 202 Den Prose Name: $ Revenue Billed



Den XLS Name: revenue.billed Den Includes: All billed revenue before write-offs, CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Dimensions: 1. By Medium: Paper, email, magnetic, web/portal, and other (5)

(Optional); 2. By Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)

Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Cost Of Billing

87. % Bills Requiring Manual Intervention

ID: 87 Code: B-OE-1b Prose Name: % Bills Requiring Manual Intervention XLS Name: pct.bills.requiring_manual_intervention Category: Business Metric Description: operational efficiency of the billing process by assessing the number

of bills requiring manual intervention relative to the total number of bills Domain: Operational Efficiency Process Focus: Billing Topic: Unit Cost Metric Type: Ratio Prose Ratio: # Bills Requiring Manual Intervention / # Bills Produced XLS Ratio: bills.requiring_manual_intervention / bills.produced Numerator ID: 162 Num Prose Name: # Bills Requiring Manual Intervention Num XLS Name: bills.requiring_manual_intervention Num Includes: Total number of bills involving intervention (planned + unplanned) Num Units: Number Denominator ID: 219 Den Prose Name: # Bills Produced Den XLS Name: bills.produced Den Includes: Total number of bills processed Den Units: Number Dimensions: 1. By Manual Intervention Type: planned, unplanned (2) (Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Bills Requiring Manual Intervention



88. % Cost of Collections, of Revenue Billed

ID: 88 Code: B-OE-1c Prose Name: % Cost of Collections, of Revenue Billed XLS Name: pct.cost.collections.of.revenue.billed Category: Business Metric Description: cost efficiency of the billing process relative to revenue by assessing

the cost of collecting revenues relative to the total billed revenue Domain: Operational Efficiency Process Focus: Billing Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Collections / $ Revenue Billed XLS Ratio: cost.collections / revenue.billed Numerator ID: 156 Num Prose Name: $ Cost of Collections Num XLS Name: cost.collections Num Includes: Revenue collections administrative labor (salary, taxes, benefits) +

Other allocated for revenue collections (Building, Power, IT,...) + 3rd party collection agency costs This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included. All, separated by Detail above

Num Units: Currency Denominator ID: 202 Den Prose Name: $ Revenue Billed Den XLS Name: revenue.billed Den Includes: All billed revenue before write-offs, CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not


Government (2) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Cost Of Collections

89. $ Cost of Billing per Bill

ID: 89 Code: B-OE-1f Prose Name: $ Cost of Billing per Bill XLS Name: cost.billing.per.bill Category: Business Metric



Description: cost efficiency of the billing process for a single bill by assessing the total cost of billing for the Service Offering relative to the total number of bills

Domain: Operational Efficiency Process Focus: Billing Topic: Unit Cost Metric Type: Ratio Prose Ratio: $ Cost of Billing / # Bills Produced (3) XLS Ratio: cost.billing / bills.produced.3 Numerator ID: 155 Num Prose Name: $ Cost of Billing Num XLS Name: cost.billing Num Includes: All costs associated with the billing meta process (blocks 1-5) from


Num Excludes: a) G&A expense; b) Order handling function (part of fulfillment process); c) depreciation expenses

Num Units: Currency Denominator ID: 220 Den Prose Name: # Bills Produced (3) Den XLS Name: bills.produced.3 Den Includes: All customer bills produced Den Excludes: Bills discarded due to process or data errors Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2); 2. By Delivery: Paper, electronic (2) (Optional); Note: if your billing cycle is not monthly, please contact the TMF Benchmarking team for guidance.

Units: Currency (Adjusted for IMF PPP) Preferred: Low Status: Active Unused: Yes Legacy Name: Unit Cost Of Bill

90. # Days to Prepare Bills

ID: 90 Code: B-OE-2a Prose Name: # Days to Prepare Bills XLS Name: days.to_prepare_bills Category: Business Metric Description: customer experience of promptness in receiving regular bills by

assessing the mean time from the point designated by the Service Offering as bill cycle close, to the point when bills are ready for dispatch (whether paper, electronic, etc)

Comments: If bill cycle is not monthly, please contact the TMF benchmarking for guidance

Domain: Operational Efficiency Process Focus: Billing Topic: Time Metric Type: Ratio over 1



Prose Ratio: # Days from Bill Cycle Close to Bill Dispatch / One XLS Ratio: days.from.bill_cycle_close.to.bill_dispatch / special.one Numerator ID: 207 Num Prose Name: # Days from Bill Cycle Close to Bill Dispatch Num XLS Name: days.from.bill_cycle_close.to.bill_dispatch Num Includes: Invoicing (Meta Process Block 4) Num Excludes: Time for posting and printing Num Units: Day Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Day Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Time To Prepare Bills For Display and/or Dispatch

91. Days Sales Outstanding (DSO)

ID: 91 Code: B-OE-2b Prose Name: Days Sales Outstanding (DSO) XLS Name: special.dso Category: Business Metric Description: effectiveness/efficiency of sales management within a Service

Offering by assessing the duration of sales outstanding (i.e. awaiting payment) for a period relative to average sales per day during that period

Comments: DSO is generally based on a 30-day period Domain: Operational Efficiency Process Focus: Billing Topic: Time Metric Type: Ratio Prose Ratio: $ Value of Account Receivables / $ Value of Sales per Day XLS Ratio: value.ar / value.sales * 30 Numerator ID: 133 Num Prose Name: $ Value of Account Receivables Num XLS Name: value.ar Num Includes: (Days per period X average sales per day) - (Value of invoices paid

per period + Value of any queries per period + Value of any credits per period) Num Units: Currency Denominator ID: 150 Den Prose Name: $ Value of Sales per Day Den XLS Name: value.sales.per.day Den Units: Currency



Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise & Government (2)

Units: Day Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Days Sales Outstanding

92. # Hours per Order, from Activation to Bill Dispatch

ID: 92 Code: B-OE-2c Prose Name: # Hours per Order, from Activation to Bill Dispatch XLS Name: hours.per.order.from.activation.to.bill_dispatch Category: Business Metric Description: time effectiveness/efficiency of the Billing process by assessing the

total elapsed time between billable usage occurrence and data availability for billing relative to the number of usage events

Comments: For the purposes of this metric, only the current and previous billing cycles are relevant

Domain: Operational Efficiency Process Focus: Billing Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Orders, from Activation to Bill Dispatch / # Orders (2) XLS Ratio: hours.all.orders.from.activation.to.bill_dispatch / orders.2 Numerator ID: 142 Num Prose Name: # Hours for All Orders, from Activation to Bill Dispatch Num XLS Name: hours.all.orders.from.activation.to.bill_dispatch Num Units: Hour Denominator ID: 226 Den Prose Name: # Orders (2) Den XLS Name: orders.2 Den Includes: Active orders for previous period. Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Mean Time From Service Activation To Bill Dispatch



93. # Hours per Order, from Bill Dispatch to Cash Received

ID: 93 Code: B-OE-2d Prose Name: # Hours per Order, from Bill Dispatch to Cash Received XLS Name: hours.per.order.from.bill_dispatch.to.cash_received Category: Business Metric Description: time from bill dispatch to receipt of customer payment Comments: For the purposes of this metric, only the current and previous billing

cycles are relevant Domain: Operational Efficiency Process Focus: Billing Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Orders, from Bill Dispatch to Cash Received / # Orders

(2) XLS Ratio: hours.all.orders.from.bill_dispatch.to.cash_received / orders.2 Numerator ID: 136 Num Prose Name: # Hours for All Orders, from Bill Dispatch to Cash Received Num XLS Name: hours.all.orders.from.bill_dispatch.to.cash_received Num Includes: Aggregate time for bill dispatch to cash received for current orders,

including orders from the previous period. Num Units: Hour Denominator ID: 226 Den Prose Name: # Orders (2) Den XLS Name: orders.2 Den Includes: Active orders for previous period. Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Hour Preferred: Low Status: Active Unused: No Legacy Name: Mean Duration From Bill Dispatch To Cash Received

94. # Hours per Customer Payment, from Receipt to Posted in Billing

ID: 94 Code: B-OE-2e Prose Name: # Hours per Customer Payment, from Receipt to Posted in Billing XLS Name: hours.per.customer_payment.from.receipt.to.posted_in_billing Category: Business Metric Description: time from receipt of customer payment till the payment is recognized

in the billing system Domain: Operational Efficiency Process Focus: Billing Topic: Time



Metric Type: Ratio Prose Ratio: # Hours for All Customer Payments, from Receipt to Posted in Billing /

# Customer Payments XLS Ratio: hours.all.customer_payments.from.receipt.to.posted_in_billing /

customer_payments Numerator ID: 141 Num Prose Name: # Hours for All Customer Payments, from Receipt to Posted in Billing Num XLS Name: hours.all.customer_payments.from.receipt.to.posted_in_billing Num Includes: All time from payment received until entered into Billing system. This

may include time spent with 3rd parties such as a bank Num Excludes: Time spent on collections, or other processes. Time spent on non-

customer payments. Num Units: Hour Denominator ID: 228 Den Prose Name: # Customer Payments Den XLS Name: customer_payments Den Includes: All customer payments within period Den Excludes: Internal funds transfers Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2)(Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Time Till Notification Of Payment

95. # Hours per Bill Processing Fault Resolution

ID: 95 Code: B-OE-2f Prose Name: # Hours per Bill Processing Fault Resolution XLS Name: hours.per.bill_processing_fault_resolution Category: Business Metric Description: average time taken to resolve major Billing Process outages during

the capture period Domain: Operational Efficiency Process Focus: Billing Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Billing Processing Faults to Resolution / # Bill

Processing Faults Resolved XLS Ratio: hours.all.billing_processing_faults.to.resolution /

process.billing.faults.resolved Numerator ID: 144 Num Prose Name: # Hours for All Billing Processing Faults to Resolution Num XLS Name: hours.all.billing_processing_faults.to.resolution



Num Includes: Billing Process outages in Meta Processe Blocks (1-3) that stop bill production. Measured from time fault is first reported until fault is corrected and process returned to production

Num Excludes: Faults that degrade but do not stop billing process. Planned outages. Collection Management Meta Process (4)

Num Units: Hour Denominator ID: 214 Den Prose Name: # Bill Processing Faults Resolved Den XLS Name: process.billing.faults.resolved Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Time Taken To Resolve Major Bill Processing Faults

96. % Cost of Billing Errors, of Revenue Billed

ID: 96 Code: B-OE-3a Prose Name: % Cost of Billing Errors, of Revenue Billed XLS Name: pct.cost.billing_errors.of.revenue.billed Category: Business Metric Description: operational efficiency of handling errors in the billing process by

assessing the cost of handling billing errors relative to the total billed revenue Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: $ Cost of Billing Errors / $ Revenue Billed XLS Ratio: cost.billing_errors / revenue.billed Numerator ID: 157 Num Prose Name: $ Cost of Billing Errors Num XLS Name: cost.billing_errors Num Includes: Errors processing administrative labor (salary, taxes, benefits) + Other

allocated for error processing (Building, Power, IT,...) + Cost of re-bill production (bill creation, invoicing, distribution, …) + Any write-offs for maintaining customer relations.

Num Units: Currency Denominator ID: 202 Den Prose Name: $ Revenue Billed Den XLS Name: revenue.billed Den Includes: All billed revenue before write-offs, CPE revenue allocation Den Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent



Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Cost Of Billing Errors

97. # Days per Billing Error

ID: 97 Code: B-OE-3b Prose Name: # Days per Billing Error XLS Name: days.per.billing_error Category: Business Metric Description: error correction efficiency of the Billing process by assessing the

average age of errors Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio over 1 Prose Ratio: # Days per Billing Error (2) / One XLS Ratio: days.all.billing_errors / special.one Numerator ID: 149 Num Prose Name: # Days per Billing Error (2) Num XLS Name: days.all.billing_errors Num Includes: Errors in data collection, processing, invoicing, and distribution. Num Excludes: Customer or network issues unrelated to billing. Num Units: Day Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Units: Day Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: Mean Age Of Billing Errors

98. % XDRs Falling into Suspense

ID: 98 Code: B-OE-3c Prose Name: % XDRs Falling into Suspense XLS Name: pct.xdrs.suspense Category: Business Metric



Description: effectiveness of the Billing process, and opportunities for savings, waste elimination, etc. by assessing the number of session detail records (SDRs) dismissed for errors relative to the total number of SDRs

Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: # XDRs Falling into Suspense / # XDRs (2) XLS Ratio: xdrs.suspense / xdrs.2 Numerator ID: 127 Num Prose Name: # XDRs Falling into Suspense Num XLS Name: xdrs.suspense Num Includes: All xDRs falling into suspense (or uncharged xDRs for pre-paid)

independent of any reason. Num Units: Number Denominator ID: 257 Den Prose Name: # XDRs (2) Den XLS Name: xdrs.2 Den Includes: Total billable usage in billing cycle in question Den Units: Number Dimensions: By Payment Timing: Prepay, Postpay (2) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % xDRs Falling Into Suspense

99. % Collectable Debt Written Off, of Revenue Collected

ID: 99 Code: B-OE-3d Prose Name: % Collectable Debt Written Off, of Revenue Collected XLS Name: pct.collectable_debt_written_off.of.revenue.collected Category: Business Metric Description: effectiveness of the Billing process, and opportunities for savings,

waste elimination, etc. by assessing the cost of collectable debt written off for the Service Offering, against total Service Offering revenue collected

Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: $ Collectable Debt Written Off / $ Revenue Collected XLS Ratio: collectable_debt_written_off / revenue.collected Numerator ID: 180 Num Prose Name: $ Collectable Debt Written Off Num XLS Name: collectable_debt_written_off Num Units: Currency Denominator ID: 260



Den Prose Name: $ Revenue Collected Den XLS Name: revenue.collected Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: Yes Legacy Name: % Collectable Debt Written Off

100. % Value of Bills Unpaid

ID: 100 Code: B-OE-3e Prose Name: % Value of Bills Unpaid XLS Name: pct.value.bills.unpaid Category: Business Metric Description: cost effectiveness of the Billing process, and opportunities for savings,

waste elimination, etc. by assessing the revenue leakage (separated by cause, etc), against total billed revenue

Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio Prose Ratio: $ Value of Bills Unpaid / $ Value of Bills XLS Ratio: value.invoices.unpaid / value.invoices Numerator ID: 146 Num Prose Name: $ Value of Bills Unpaid Num XLS Name: value.invoices.unpaid Num Includes: Total value of all customer invoices unpaid at 10 days after due date

for the billing period Num Excludes: Value of invoices paid prior to 10 days after due date. Internal or non-

customer invoices Num Units: Currency Denominator ID: 145 Den Prose Name: $ Value of Bills Den XLS Name: value.invoices Den Includes: Aggregate value of all customer invoices in the period Den Excludes: Value of internal or non-customer invoices Den Units: Currency Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2)(Optional) Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No



Legacy Name: Collections Efficiency Against Credit Terms

101. # Times Billing Suspense Files Recycled per Month

ID: 101 Code: B-OE-3f Prose Name: # Times Billing Suspense Files Recycled per Month XLS Name: billing_suspense_files.recycled.per.month Category: Business Metric Description: frequency that Suspense files are re-cycled during the capture period Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio over 1 Prose Ratio: # Times Billing Suspense Files Recycled per Month (2) / One XLS Ratio: billing_suspense_files.recycled.per.month.2 / special.one Numerator ID: 125 Num Prose Name: # Times Billing Suspense Files Recycled per Month (2) Num XLS Name: billing_suspense_files.recycled.per.month.2 Num Units: Number Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2)(Optional) Units: Number Decimal Places: 2 Status: Active Unused: No Legacy Name: How Often Suspense Files Recycled

102. % Pre-paid Customers Erroneously Identified as Post-paid

ID: 102 Code: B-OE-3g Prose Name: % Pre-paid Customers Erroneously Identified as Post-paid XLS Name: pct.customers.prepaid.identified_as_postpaid Category: Business Metric Comments: This is equivalent to the number of exceptions where Originating

Intelligent Control Key (OICK) flag in Home Location Register (HLR) was different to Billing / Total subscribers on HLR. Note that the value of this metric is NA when the service provider does not have any pre-paid subscribers.

Domain: Operational Efficiency Process Focus: Billing Topic: Defects, Waste, Rework Metric Type: Ratio



Prose Ratio: # Pre-paid Customers Erroneously Identified as Post-paid / # Customers

XLS Ratio: customers.prepaid.erroneously_identified_as_postpaid / customers Numerator ID: 111 Num Prose Name: # Pre-paid Customers Erroneously Identified as Post-paid Num XLS Name: customers.prepaid.erroneously_identified_as_postpaid Num Includes: Number of pre-paid subscribers who are erroneously identified as

post-paid independent of any reason Num Units: Number Denominator ID: 199 Den Prose Name: # Customers Den XLS Name: customers Den Includes: Pre-paid and post paid subscribers Den Units: Number Units: Percent Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: % Pre-paid Subscribers Erroneously Identified As Post-paid

103. # Hours per Pricing Change

ID: 103 Code: O-OE-2a Prose Name: # Hours per Pricing Change XLS Name: hours.per.pricing_change Category: Business Metric Description: average time for pricing or tariff changes to be implemented and

deployed within the billing system during the capture period Domain: Operational Efficiency Process Focus: Operations Support & Readiness Topic: Time Metric Type: Ratio Prose Ratio: # Hours for All Pricing Changes, from Approval to Ready for

Customer Sale / # Pricing Changes XLS Ratio: hours.all.pricing_changes.from.approval.to.ready_for_customer_sale /

pricing_changes Numerator ID: 195 Num Prose Name: # Hours for All Pricing Changes, from Approval to Ready for

Customer Sale Num XLS Name: hours.all.pricing_changes.from.approval.to.ready_for_customer_sale Num Includes: All tariff changes completing in the period Num Excludes: Pricing or tarriff changes requiring code changes to the billing system.

Delays due to non billing functions. Num Units: Hour Denominator ID: 244 Den Prose Name: # Pricing Changes Den XLS Name: pricing_changes



Den Excludes: Pricing or tarriff changes requiring code changes to the billing system. Den Units: Number Dimensions: 1. By Payment Timing: Prepay, Postpay (2); 2. By Customer

Segment: Consumer & SME, Large Enterprise & Government (2) (Optional) Units: Hour Decimal Places: 2 Preferred: Low Status: Active Unused: No Legacy Name: Mean Duration To Implement a New Pricing Or Tariff Change

104. $ Revenue Overbilled

ID: 104 Code: G-RM-RA-RLk Prose Name: $ Revenue Overbilled XLS Name: revenue.overbilled Category: Business Metric Comments: Currency needs to be adapted for IMF PPP. Similar to RA-RLj but in a

monetary value instead of Ratio. Domain: Revenue & Margin Process Focus: General Topic: Revenue Assurance - Revenue Leakage Alternate ID: RA-RLk Metric Type: Ratio over 1 Prose Ratio: $ Revenue Overbilled (2) / One XLS Ratio: revenue.overbilled.2 / special.one Numerator ID: 130 Num Prose Name: $ Revenue Overbilled (2) Num XLS Name: revenue.overbilled.2 Num Includes: The detected revenue that is overbilled to the customer or to 3rd

parties Num Units: Currency Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Units: Currency Status: Active Unused: Yes Legacy Name: Amount of Revenue That Was Overbilled

105. % Cost Recovered, of Revenue

ID: 105 Code: G-RM-CA-PEa Prose Name: % Cost Recovered, of Revenue



XLS Name: pct.cost.recovered.of.revenue Category: Business Metric Domain: Revenue & Margin Process Focus: General Topic: Cost Assurance - Control Efficiency Alternate ID: CA-PEa Metric Type: Ratio Prose Ratio: $ Cost Leakage Detected and Recovered / $ Revenue (6) XLS Ratio: cost.leakage.detected_and_recovered / revenue.6 Numerator ID: 270 Num Prose Name: $ Cost Leakage Detected and Recovered Num XLS Name: cost.leakage.detected_and_recovered Num Includes: Cost Leakage that is recovered. Costs included are OpEx costs

directly related to the delivered services. These costs will include call termination, International/Transit termination costs, Roaming costs, content, ringtones and other direct costs

Num Excludes: Vendor related costs such as network support and IT supplier costs and purchasing costs in general. Costs which are not a leakage or not recovered. Costs which are not OpEx.


directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: Value of Recovered Cost, as % Revenue

106. % Cost Detected and Not Recovered, of Revenue

ID: 106 Code: G-RM-CA-PEb Prose Name: % Cost Detected and Not Recovered, of Revenue XLS Name: pct.cost.detected_and_not_recovered.of.revenue Category: Business Metric Domain: Revenue & Margin Process Focus: General Topic: Cost Assurance - Control Efficiency Alternate ID: CA-PEb Metric Type: Ratio Prose Ratio: $ Cost Leakage Detected and Not Recovered / $ Revenue (6) XLS Ratio: cost.leakage.detected_and_not_recovered / revenue.6 Numerator ID: 271 Num Prose Name: $ Cost Leakage Detected and Not Recovered



Num XLS Name: cost.leakage.detected_and_not_recovered Num Includes: Cost Leakage that is not recovered. Costs included are OpEx costs

directly related to the delivered services. These costs will include call termination, International/Transit termination costs, Roaming costs, content, ringtones and other direct costs.

Num Excludes: Vendor related costs such as network support and IT supplier costs and purchasing costs in general. Costs which are not a leakage. Costs which are not OpEx.


directly related to this SO, Handset revenue (mobile SO) Den Units: Currency Units: Percent Decimal Places: 2 Status: Active Unused: No Legacy Name: Value of Detected and Not Recovered Cost, as % Revenue

107. Net Promoter Score, Relational (NPS-R)

ID: 107 Code: CM-CE-6a Prose Name: Net Promoter Score, Relational (NPS-R) XLS Name: special.nps_relational Category: Business Metric Description: Relational Net Promoter® Score Comments: Note that the relational NPS is the score measured periodically over

the lifetime of a customer. It measures the relationship, rather than the process the customer interacted with. It is used to measure the Net Promoter® Score of the overall brand/offering. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. The standard Net Promoter® Score question asked of the customer is: How likely is it that you would recommend [your company] to a friend or colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please note that this metric relates to consumer and SME customers.

Domain: Customer Experience Process Focus: Customer Management Topic: Ease of Doing Business Metric Type: Ratio over 1 Prose Ratio: Net Promoter Score, Relational (NPS-R) (2) / One XLS Ratio: special.nps.relational.2 / special.one Numerator ID: 280 Num Prose Name: Net Promoter Score, Relational (NPS-R) (2) Num XLS Name: special.nps.relational.2 Num Includes: % of promoters and % of detractors according to standard NPS

definition for relational (brand based) measure Num Excludes: Transactional NPS, collected at the end of a customer contact



Num Units: Percent Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one Den Units: Number Dimensions: 1. By Customer Segment: Consumer & SME, Large Enterprise &

Government (2) (Optional) Source: Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: Yes Legacy Name: NPS (Relational)

108. Net Promoter Score, Transactional (NPS-T)

ID: 108 Code: CM-CE-6b Prose Name: Net Promoter Score, Transactional (NPS-T) XLS Name: special.nps_transactional Category: Business Metric Description: Transactional Net Promoter® Score Comments: Note that the transactional NPS is the score measured at the end of a

transaction with a customer. It measures the process the customer interacted with. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld. The standard Net Promoter® Score question asked of the customer is: How likely is it that you would recommend [your company] to a friend or colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please try to use the modifying detail to indicate the touchpoint the score covers. Only use the no modifying detail option if you do not differentiate transactional NPS by touchpoint. Please note that this metric relates to consumer and SME customers.

Domain: Customer Experience Process Focus: Customer Management Topic: Ease of Doing Business Metric Type: Ratio over 1 Prose Ratio: Net Promoter Score, Transactional (NPS-T) (2) / One XLS Ratio: special.nps.transactional.2 / special.one Numerator ID: 283 Num Prose Name: Net Promoter Score, Transactional (NPS-T) (2) Num XLS Name: special.nps.transactional.2 Num Includes: % of promoters and % of detractors according to standard NPS

definition for transactional measure Num Excludes: Relational NPS, collected at intervals during a customer's lifetime with

the company, but not as a result of a customer contact Num Units: Percent Denominator ID: 279 Den Prose Name: One Den XLS Name: special.one



Den Units: Number Dimensions: 1. By Touchpoint: Fulfilment (includes sale), Use (Operation),

Assurance (problem care, support), Billing, Disengagement (move/change) (5) (Optional) Source: Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld Units: Percent Decimal Places: 2 Preferred: High Status: Active Unused: Yes Legacy Name: NPS (Transactional)

109. # Customer Payments, by Payment Type

ID: 109 Prose Name: # Customer Payments, by Payment Type XLS Name: customer_payments.by.payment.type Category: Measure Includes: Direct debit by credit card considered as direct debit. Metric Type: Direct Dependent Metrics: 76 Units: Number Status: Active Unused: Yes Legacy Name: Number of payments by payment method

110. # Customer Payments (2)

ID: 110 Prose Name: # Customer Payments (2) XLS Name: customer_payments.2 Category: Measure Metric Type: Direct Dependent Metrics: 76 Units: Number Status: Active Unused: No Legacy Name: Number of payments collected

111. # Pre-paid Customers Erroneously Identified as Post-paid

ID: 111 Prose Name: # Pre-paid Customers Erroneously Identified as Post-paid XLS Name: customers.prepaid.erroneously_identified_as_postpaid Category: Measure



Comments: Do not submit data for this metric if the service provider does not have any pre-paid subscribers.

Includes: Number of pre-paid subscribers who are erroneously identified as post-paid independent of any reason

Metric Type: Direct Dependent Metrics: 102 Units: Number Status: Active Unused: No Legacy Name: Number of pre-paid subscribers who are erroneously identified as

post-paid. Do not submit data for this metric if the service provider does not have any pre-paid subscribers.

112. # Problem Reports Closed, by Cause Type

ID: 112 Prose Name: # Problem Reports Closed, by Cause Type XLS Name: problem_reports.closed.by.cause.type Category: Measure Includes: Cause types include all types covered in modifying detail #1 as

above. Metric Type: Direct Dependent Metrics: 71 Units: Number Status: Active Unused: No Legacy Name: Number of problem reports closed during period, by cause

113. # Problem Reports Closed (3)

ID: 113 Prose Name: # Problem Reports Closed (3) XLS Name: problem_reports.closed.3 Category: Measure Includes: Problem reports opened in a prior period Metric Type: Direct Dependent Metrics: 69 Units: Number Status: Active Unused: No Legacy Name: Number of Problem Reports closed within period

114. # Problem Reports Actually Closed in Compliance with SLA

ID: 114



Prose Name: # Problem Reports Actually Closed in Compliance with SLA XLS Name: problem_reports.actually_closed.within_sla Category: Measure Includes: Each breach for a single SLA should be counted separately. Metric Type: Direct Dependent Metrics: 64 Units: Number Status: Active Unused: No Legacy Name: Number of problems agreed as closed during period in compliance

with SLA definitions.

115. # Problem Reports Due to be Closed in Compliance with SLA

ID: 115 Prose Name: # Problem Reports Due to be Closed in Compliance with SLA XLS Name: problem_reports.due_closed.within_sla Category: Measure Metric Type: Direct Dependent Metrics: 64 Units: Number Status: Active Unused: No Legacy Name: Number of problems due to be closed in the period

116. # Problem Reports from Customers

ID: 116 Prose Name: # Problem Reports from Customers XLS Name: problem_reports.from_customers Category: Measure Includes: Number of CUSTOMER reported technical and usability problems

reported for this service offering during the measurement period. Excludes: Problems reported from non-customer sources Metric Type: Direct Dependent Metrics: 61 Units: Number Status: Active Unused: No Legacy Name: Number of problems reported by CUSTOMERS during the

measurement period

117. # Problem Reports Resolved by Committed Date

ID: 117



Prose Name: # Problem Reports Resolved by Committed Date XLS Name: problem_reports.resolved.committed_date Category: Measure Includes: Problems that were resolved during the reporting period that may

have initiated in a prior reporting period (overlap) Metric Type: Direct Dependent Metrics: 58 Units: Number Status: Active Unused: No Legacy Name: Number of problems resolved to customer satisfaction by committed

date

118. # Problem Reports Resolved to Customer Satisfaction

ID: 118 Prose Name: # Problem Reports Resolved to Customer Satisfaction XLS Name: problem_reports.resolved Category: Measure Includes: Problems that were reported AND resolved during the reporting

period Excludes: Problems that were resolved during the reporting period that were

initiated in a prior reporting period Metric Type: Direct Dependent Metrics: 74 Units: Number Status: Active Unused: Yes Legacy Name: Number of problems resolved to customer satisfaction in current

period

119. # Customer Incidents Resolved

ID: 119 Prose Name: # Customer Incidents Resolved XLS Name: customer_incidents.resolved Category: Measure Includes: Resolutions completed during the reporting period. Resolutions may

have started in a prior reporting period Excludes: Resolutions in progress where customer contact occurred this

reporting period Metric Type: Direct Dependent Metrics: 56, 57 Units: Number Status: Active Unused: No Legacy Name: Number of reported incidents resolved



120. # Activations Completed by Committed Date

ID: 120 Prose Name: # Activations Completed by Committed Date XLS Name: activations.completed_by_committed_date Category: Measure Includes: Number of service deliveries or activations fulfilled including new

service activations, new subscribers connected Metric Type: Direct Dependent Metrics: 39 Units: Number Status: Active Unused: No Legacy Name: Number of service deliveries or activations fulfilled before and until

committed date

121. # Service Problems Resolved (2)

ID: 121 Prose Name: # Service Problems Resolved (2) XLS Name: service_problems.resolved.2 Category: Measure Includes: All repairs requiring service provider action to resolve, which were

closed in the period Excludes: Trouble tickets cleared with no fault found Metric Type: Direct Dependent Metrics: 68 Units: Number Status: Active Unused: Yes Legacy Name: Number of Service Problems resolved in period

122. # Service Problems Resolved

ID: 122 Prose Name: # Service Problems Resolved XLS Name: service_problems.resolved Category: Measure Metric Type: Direct Dependent Metrics: 70 Units: Number Status: Active Unused: Yes Legacy Name: Number of Service Problems closed within period



123. # SLA Violations

ID: 123 Prose Name: # SLA Violations XLS Name: sla_violations Category: Measure Includes: Each breach for a single SLA should be counted separately. Metric Type: Direct Dependent Metrics: 63 Units: Number Status: Active Unused: No Legacy Name: Number of SLA violation incidents

124. # Users

ID: 124 Prose Name: # Users XLS Name: users Category: Measure Includes: Total number of current SO users at end of period Metric Type: Direct Dependent Metrics: 2 Units: Number Status: Active Unused: No Legacy Name: Number of SO Users

125. # Times Billing Suspense Files Recycled per Month (2)

ID: 125 Prose Name: # Times Billing Suspense Files Recycled per Month (2) XLS Name: billing_suspense_files.recycled.per.month.2 Category: Measure Metric Type: Direct Dependent Metrics: 101 Units: Number Status: Active Unused: No Legacy Name: Number of times suspense files are re-cycled per month

126. # Problem Reports Closed

ID: 126 Prose Name: # Problem Reports Closed



XLS Name: problem_reports.closed Category: Measure Includes: Trouble Tickets for maintenance activities Excludes: Problems caused by customer Metric Type: Direct Dependent Metrics: 73 Units: Number Status: Active Unused: No Legacy Name: Number of trouble tickets closed in month

127. # XDRs Falling into Suspense

ID: 127 Prose Name: # XDRs Falling into Suspense XLS Name: xdrs.suspense Category: Measure Comments: For example, in the case of mobile prepaid, this includes calls, SMS

and data xDRs not charged. Includes: All xDRs falling into suspense (or uncharged xDRs for pre-paid)

independent of any reason. Metric Type: Direct Dependent Metrics: 98 Units: Number Status: Active Unused: No Legacy Name: Number of xDRs falling into suspense (or uncharged xDRs for pre-

paid). For example, in the case of mobile prepaid, this includes calls, SMS and data xDRs not charged

128. # XDRs Recovered, Processed and Billed After Recycling

ID: 128 Prose Name: # XDRs Recovered, Processed and Billed After Recycling XLS Name: xdrs.recovered_and_billed Category: Measure Includes: recovered xDRs which were billed to end customer during the period Excludes: Any xDRs not falling in above criteria Metric Type: Direct Dependent Metrics: 21 Units: Number Status: Active Unused: No Legacy Name: Number of xDRs successfully recovered, processed and billed after

recycling



129. # Hours for All Orders, from Ordering to Activation, by Process Type

ID: 129 Prose Name: # Hours for All Orders, from Ordering to Activation, by Process Type XLS Name: hours.all.orders.from.ordering.to.activation.by.process.type Category: Measure Comments: The expression "process block" refers to Fulfillment Meta Process

Blocks 2-5, as defined in the BMS documentation Includes: (Aggregate process time for Fulfillment Meta Process Block for this

SO / Total number of Orders ) Separated by Detail above Excludes: Fulfillment Meta Process Block 1, process suspension per customer

request, Time in Assurance or Customer Management processes Metric Type: Direct Dependent Metrics: 50 Units: Hour Status: Active Unused: No Legacy Name: Overall time from order to activation by process block ( Fulfillment

Meta Process Blocks 2-5).

130. $ Revenue Overbilled (2)

ID: 130 Prose Name: $ Revenue Overbilled (2) XLS Name: revenue.overbilled.2 Category: Measure Includes: The detected revenue that is overbilled to the customer or to 3rd

parties Metric Type: Direct Dependent Metrics: 15, 104 Units: Currency Status: Active Unused: Yes Legacy Name: Overbilled revenue

131. $ Revenue Recovered (2)

ID: 131 Prose Name: $ Revenue Recovered (2) XLS Name: revenue.leakage.recovered.2 Category: Measure Includes: Leakage that is recovered Excludes: Not a leakage or not recovered Metric Type: Direct Dependent Metrics: 16, 17



Units: Currency Status: Active Unused: No Legacy Name: Recovered value

132. $ Revenue, by Channel Type

ID: 132 Prose Name: $ Revenue, by Channel Type XLS Name: revenue.by.channel.type Category: Measure Includes: SO Revenue contribution by channel type. Separated by Detail above Excludes: Non order related revenue, such as interest Metric Type: Direct Dependent Metrics: 46 Units: Currency Status: Active Unused: Yes Legacy Name: Revenue by channel type

133. $ Value of Account Receivables

ID: 133 Prose Name: $ Value of Account Receivables XLS Name: value.ar Category: Measure Includes: (Days per period X average sales per day) - (Value of invoices paid

per period + Value of any queries per period + Value of any credits per period) Metric Type: Direct Dependent Metrics: 91 Units: Currency Status: Active Unused: Yes Legacy Name: Account receivables

134. # Hours for All Fulfillment Issues Resolved

ID: 134 Prose Name: # Hours for All Fulfillment Issues Resolved XLS Name: hours.all.fulfillment_issues.resolved Category: Measure Description: Aggregate elapsed time to resolve defects and rework during Order to

Customer Acceptance for this SO Excludes: Meta Process Block 1, Time in Assurance or Customer Management

processes



Metric Type: Direct Dependent Metrics: 52 Units: Hour Status: Active Unused: Yes Legacy Name: Aggregate elapsed time to resolve defects and rework during Order

to Customer Acceptance for this SO

135. # Minutes for All Problem Reports to Service Restoration

ID: 135 Prose Name: # Minutes for All Problem Reports to Service Restoration XLS Name: minutes.all.problem_reports.service_restoration Category: Measure Description: Aggregate time for all Problem Reports (opened by customer or

alarmed) to service restored Includes: Aggregate elapsed time from Problem Report open to Problem

Report closed for this SO. Separated by Detail above Metric Type: Direct Dependent Metrics: 69 Units: Minute Status: Active Unused: No Legacy Name: Aggregate time for all Problem Reports (opened by customer or

alarmed) to service restored

136. # Hours for All Orders, from Bill Dispatch to Cash Received

ID: 136 Prose Name: # Hours for All Orders, from Bill Dispatch to Cash Received XLS Name: hours.all.orders.from.bill_dispatch.to.cash_received Category: Measure Description: Aggregate time from bill dispatch to cash received for current orders Includes: Aggregate time for bill dispatch to cash received for current orders,

including orders from the previous period. Metric Type: Direct Dependent Metrics: 93 Units: Hour Status: Active Unused: No Legacy Name: Aggregate time from bill dispatch to cash received for current orders

137. # Seconds for All Customer Call Waiting Time

ID: 137



Prose Name: # Seconds for All Customer Call Waiting Time XLS Name: seconds.all.customer_call.waiting_time Category: Measure Description: Aggregate time from customer request for support until CSR answers Includes: Call center contacts (after IVR initial activities). Excludes: All other channels: store, email, IVR Metric Type: Direct Dependent Metrics: 28 Units: Second Status: Active Unused: No Legacy Name: Aggregate time from customer request for support until CSR answers

138. # Minutes for All Customer Request Handling

ID: 138 Prose Name: # Minutes for All Customer Request Handling XLS Name: minutes.all.customer_request.handling Category: Measure Description: Aggregate time from customer request received until customer

request completion Includes: Total elapsed calendar time. Metric Type: Direct Dependent Metrics: 29 Units: Minute Status: Active Unused: Yes Legacy Name: Aggregate time from customer request received until customer

request completion.

139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch

ID: 139 Prose Name: # Hours for All Bills, from Bill Cycle Close to Bill Dispatch XLS Name: hours.all.bills.from.bill_cycle_close.to.bill_dispatch Category: Measure Description: Aggregate time from cycle close date until bills ready for dispatch Includes: Total elapsed time from cycle close date until bills ready for dispatch

(processing and printing completed as needed by media). Includes time to process delayed calls (relevant for the cycle) between close date and actual bill run initiation. Includes all billing run activities such as QA.

Metric Type: Direct Dependent Metrics: 80 Units: Hour Status: Active Unused: Yes Legacy Name: Aggregate time from cycle close date until bills ready for dispatch



140. # Hours for All Orders, from Ordering to Activation

ID: 140 Prose Name: # Hours for All Orders, from Ordering to Activation XLS Name: hours.all.orders.from.ordering.to.activation Category: Measure Description: Aggregate time from Order Date to Customer Acceptance closed for

this SO Includes: Aggregate elapsed time from order to service activation or service

delivery by total process (Meta Process Blocks 2-5) Excludes: Meta Process Block 1, process suspension per customer request,

Time in Assurance or Customer Management processes Metric Type: Direct Dependent Metrics: 49 Units: Hour Status: Active Unused: Yes Legacy Name: Aggregate time from Order Date to Customer Acceptance closed for

this SO

141. # Hours for All Customer Payments, from Receipt to Posted in Billing

ID: 141 Prose Name: # Hours for All Customer Payments, from Receipt to Posted in Billing XLS Name: hours.all.customer_payments.from.receipt.to.posted_in_billing Category: Measure Description: Aggregate time from receipt of customer payment until payment

entered into Billing System Includes: All time from payment received until entered into Billing system. This

may include time spent with 3rd parties such as a bank Excludes: Time spent on collections, or other processes. Time spent on non-

customer payments. Metric Type: Direct Dependent Metrics: 94 Units: Hour Decimal Places: 2 Status: Active Unused: No Legacy Name: Aggregate time from receipt of customer payment until payment

entered into Billing System

142. # Hours for All Orders, from Activation to Bill Dispatch

ID: 142 Prose Name: # Hours for All Orders, from Activation to Bill Dispatch



XLS Name: hours.all.orders.from.activation.to.bill_dispatch Category: Measure Description: Aggregate time from service activation to bill dispatch for all orders Metric Type: Direct Dependent Metrics: 92 Units: Hour Status: Active Unused: No Legacy Name: Aggregate time from service activation to bill dispatch for all orders.

143. # Minutes for All Customer Transactions to Information Posted

ID: 143 Prose Name: # Minutes for All Customer Transactions to Information Posted XLS Name: minutes.all.customer_transactions.to.information_posted Category: Measure Description: Aggregate time from transaction to information available to customer Includes: Total time from end of transaction (e.g. call, download session, etc)

until information of transaction and rated usage are available for customer consumption Metric Type: Direct Dependent Metrics: 79 Units: Minute Status: Active Unused: Yes Legacy Name: Aggregate time from transaction to information available to customer

144. # Hours for All Billing Processing Faults to Resolution

ID: 144 Prose Name: # Hours for All Billing Processing Faults to Resolution XLS Name: hours.all.billing_processing_faults.to.resolution Category: Measure Description: Aggregate time to resolve Billing Process Outages Comments: In Meta Process blocks (1-3) Includes: Billing Process outages in Meta Processe Blocks (1-3) that stop bill

production. Measured from time fault is first reported until fault is corrected and process returned to production

Excludes: Faults that degrade but do not stop billing process. Planned outages. Collection Management Meta Process (4)

Metric Type: Direct Dependent Metrics: 95 Units: Hour Status: Active Unused: No Legacy Name: Aggregate Time to resolve Billing Process Outages in Meta Process

blocks (1-3)



145. $ Value of Bills

ID: 145 Prose Name: $ Value of Bills XLS Name: value.invoices Category: Measure Description: Aggregate value of all invoices Includes: Aggregate value of all customer invoices in the period Excludes: Value of internal or non-customer invoices Metric Type: Direct Dependent Metrics: 100 Units: Currency Status: Active Unused: No Legacy Name: Aggregate value of all invoices

146. $ Value of Bills Unpaid

ID: 146 Prose Name: $ Value of Bills Unpaid XLS Name: value.invoices.unpaid Category: Measure Description: Aggregate value of unpaid invoices Includes: Total value of all customer invoices unpaid at 10 days after due date

for the billing period Excludes: Value of invoices paid prior to 10 days after due date. Internal or non-

customer invoices Metric Type: Direct Dependent Metrics: 100 Units: Currency Status: Active Unused: No Legacy Name: Aggregate value of unpaid invoices

147. # Customer Requests (3)

ID: 147 Prose Name: # Customer Requests (3) XLS Name: customer_requests.3 Category: Measure Metric Type: Direct Dependent Metrics: 30 Units: Number Status: Active Unused: No Legacy Name: All customer contacts or requests during period



148. $ Value of Billing Charges from Previous Billing Cycle

ID: 148 Prose Name: $ Value of Billing Charges from Previous Billing Cycle XLS Name: value.billing_charges.previous_billing_cycle Category: Measure Comments: i.e. occurred prior to previous cut off date Includes: All billing cycles within period Metric Type: Direct Dependent Metrics: 81 Units: Currency Status: Active Unused: Yes Legacy Name: Amount (value) of charges that are associated with previous billing

cycle (i.e. occurred prior to previous cut off date)

149. # Days per Billing Error (2)

ID: 149 Prose Name: # Days per Billing Error (2) XLS Name: days.all.billing_errors Category: Measure Includes: Errors in data collection, processing, invoicing, and distribution. Excludes: Customer or network issues unrelated to billing. Metric Type: Direct Dependent Metrics: 97 Units: Day Status: Active Unused: Yes Legacy Name: Average age of billing errors.

150. $ Value of Sales per Day

ID: 150 Prose Name: $ Value of Sales per Day XLS Name: value.sales.per.day Category: Measure Metric Type: Direct Dependent Metrics: 91 Units: Currency Status: Active Unused: Yes Legacy Name: Average sales per day during the capture period



151. # Bills with Error

ID: 151 Prose Name: # Bills with Error XLS Name: bills.with_error Category: Measure Includes: Bill errors reported by customers, identified internally Metric Type: Direct Dependent Metrics: 82 Units: Number Status: Active Unused: Yes Legacy Name: Bills found to hold an error during reporting period

152. # Activations Failed

ID: 152 Prose Name: # Activations Failed XLS Name: activations.failed Category: Measure Comments: Closed or completed service activations or deliveries that failed, Re-

opened service activations or deliveries (e.g. as a result of customer complaint that service not functioning),and Problem Reports with service activation or delivery failure reason code

Includes: Completed service activations or deliveries that do not work properly & service activations or deliveries which can not be delivered due to technical issues.

Excludes: Installation problems that were worked around Metric Type: Direct Dependent Metrics: 41 Units: Number Status: Active Unused: No Legacy Name: Closed or completed service activations or deliveries that failed, Re-

opened service activations or deliveries (e.g. as a result of customer complaint that service not functioning),and Problem Reports with service activation or delivery failure reason cod

153. $ Cost of Fulfillment

ID: 153 Prose Name: $ Cost of Fulfillment XLS Name: cost.fulfillment Category: Measure Comments: from order to activation Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other




Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer Management costs; d) SO Assurance costs; e) Proactive investment in anticipation of customer orders; e.g. network elements provided for capacity planning reasons.

Metric Type: Direct Dependent Metrics: 48 Units: Currency Status: Active Unused: Yes Legacy Name: Cost of Fulfillment process from order to activation

154. $ Cost of Sales

ID: 154 Prose Name: $ Cost of Sales XLS Name: cost.sales Category: Measure Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated

(Building, Power, IT,...) + Additional Costs (Advertising, …) (This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included.) /Number of SO orders. Separated by Detail above

Metric Type: Direct Dependent Metrics: 44 Units: Currency Status: Active Unused: Yes Legacy Name: Cost of Sales for SO

155. $ Cost of Billing

ID: 155 Prose Name: $ Cost of Billing XLS Name: cost.billing Category: Measure Includes: All costs associated with the billing meta process (blocks 1-5) from


Excludes: a) G&A expense; b) Order handling function (part of fulfillment process); c) depreciation expenses

Metric Type: Direct Dependent Metrics: 86, 89 Units: Currency Status: Active Unused: No Legacy Name: Cost to bill end-customer



156. $ Cost of Collections

ID: 156 Prose Name: $ Cost of Collections XLS Name: cost.collections Category: Measure Comments: Meta process block #5 Includes: Revenue collections administrative labor (salary, taxes, benefits) +

Other allocated for revenue collections (Building, Power, IT,...) + 3rd party collection agency costs This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included. All, separated by Detail above

Metric Type: Direct Dependent Metrics: 88 Units: Currency Status: Active Unused: Yes Legacy Name: Cost to collect revenue from customers (Meta process block #5)

157. $ Cost of Billing Errors

ID: 157 Prose Name: $ Cost of Billing Errors XLS Name: cost.billing_errors Category: Measure Comments: Costs involving identification, investigation, and re-processing of

invoices due to errors in data collection, processing, invoicing or distribution Includes: Errors processing administrative labor (salary, taxes, benefits) + Other

allocated for error processing (Building, Power, IT,...) + Cost of re-bill production (bill creation, invoicing, distribution, …) + Any write-offs for maintaining customer relations.

Metric Type: Direct Dependent Metrics: 96 Units: Currency Status: Active Unused: Yes Legacy Name: Costs involving identification, investigation, and re-processing of

invoices due to errors in data collection, processing, invoicing or distribution

158. $ Revenue Recovered and Recoverable

ID: 158 Prose Name: $ Revenue Recovered and Recoverable XLS Name: revenue.leakage.recovered_and_recoverable Category: Measure Includes: The revenue that is billed or could be billed to the customer due to

Leakages discovery Excludes: Amount Billed due to regular operational processes



Metric Type: Direct Dependent Metrics: 22 Units: Currency Status: Active Unused: No Legacy Name: Customer Recovered and Recoverable Revenue

159. # Orders Requiring Rework, from Ordering to Activation

ID: 159 Prose Name: # Orders Requiring Rework, from Ordering to Activation XLS Name: orders.requiring_rework.from.ordering.to.activation Category: Measure Includes: Total number of SO orders - number of SO orders successfully


Excludes: rework in sales Metric Type: Direct Dependent Metrics: 51, 53 Units: Number Status: Active Unused: No Legacy Name: Number of SO orders requiring rework from Order to Activation

160. # XDRs for Billing

ID: 160 Prose Name: # XDRs for Billing XLS Name: xdrs.billing Category: Measure Includes: All xDRs received in Billing during the period Excludes: Any not falling in above criteria (late arriving/dropped) Metric Type: Direct Dependent Metrics: 12 Units: Number Status: Active Unused: Yes Legacy Name: Number of Billing xDRs

161. # Bills Issued, by Delivery Type

ID: 161 Prose Name: # Bills Issued, by Delivery Type XLS Name: bills.issued.by.delivery.type Category: Measure



Excludes: Web delivery in case this customer also receives a paper statement Metric Type: Direct Dependent Metrics: 75 Units: Number Status: Active Unused: Yes Legacy Name: Number of bills distributed by delivery media

162. # Bills Requiring Manual Intervention

ID: 162 Prose Name: # Bills Requiring Manual Intervention XLS Name: bills.requiring_manual_intervention Category: Measure Includes: Total number of bills involving intervention (planned + unplanned) Metric Type: Direct Dependent Metrics: 87 Units: Number Status: Active Unused: No Legacy Name: Number of bills involving intervention

163. # Bills Produced (2)

ID: 163 Prose Name: # Bills Produced (2) XLS Name: bills.produced.2 Category: Measure Comments: Regardless of distribution method, e.g. delivery by paper & magnetic

tape counted as one bill Metric Type: Direct Dependent Metrics: 75 Units: Number Status: Active Unused: Yes Legacy Name: Number of bills produced (regardless of distribution method, e.g.

delivery by paper & magnetic tape counted as one bill)

164. # Customer Calls Abandoned

ID: 164 Prose Name: # Customer Calls Abandoned XLS Name: customer_calls.abandoned Category: Measure Includes: All calls abandoned proir to CSR problem resolution



Excludes: Non-call center contacts Metric Type: Direct Dependent Metrics: 33 Units: Number Status: Active Unused: No Legacy Name: Number of calls abandoned while waiting to be served

165. # Orders Accepted by Customer

ID: 165 Prose Name: # Orders Accepted by Customer XLS Name: orders.accepted Category: Measure Includes: Activation or Delivery processes started in a prior reporting period Excludes: Activation or Delivery processes started during this reporting period

but not accepted by the customer Metric Type: Direct Dependent Metrics: 37, 49, 50 Units: Number Status: Active Unused: No Legacy Name: Number of completions accepted by the customer during the

reporting period

166. # Customer Contacts, by Contact Type

ID: 166 Prose Name: # Customer Contacts, by Contact Type XLS Name: customer_contacts.by.contact.type Category: Measure Includes: All contact types: inquiries, complaints, change requests Excludes: Outbound contacts Metric Type: Direct Dependent Metrics: 27 Units: Number Status: Active Unused: No Legacy Name: Number of contacts by detail type

167. # Customer Contacts About Re-reported Customer Incidents

ID: 167 Prose Name: # Customer Contacts About Re-reported Customer Incidents XLS Name: customer_contacts.rereported_customer_incidents



Category: Measure Includes: Service problems not dealt with following first report, service problems

not solved in a satisfactory way Excludes: Re-work not triggered by customer Metric Type: Direct Dependent Metrics: 59 Units: Number Status: Active Unused: No Legacy Name: Number of contacts regarding incident (service problem) that are

defined as re-reports (based on reason codes)

168. # Orders Failed Within 28 Days

ID: 168 Prose Name: # Orders Failed Within 28 Days XLS Name: orders.fail_within_28_days Category: Measure Includes: All service failures including disruption of parts of the service Excludes: Service failures resulting from customer actions Metric Type: Direct Dependent Metrics: 42 Units: Number Status: Active Unused: No Legacy Name: Number of customer accepted orders that fail with in the first 28 days

169. # Customer Contacts, by Request Type

ID: 169 Prose Name: # Customer Contacts, by Request Type XLS Name: customer_contacts.by.request.type Category: Measure Includes: Inbound contacts (such as phone, email, and web contacts). Billing


Excludes: Outbound and store front contacts Metric Type: Direct Dependent Metrics: 32 Units: Number Status: Active Unused: Yes Legacy Name: Number of customer contacts per Category



170. # Customer Contacts About Usability of Installed Service

ID: 170 Prose Name: # Customer Contacts About Usability of Installed Service XLS Name: customer_contacts.usability_of_installed_service Category: Measure Includes: All customer raised usability related questions. (Note: not bounded by

a time period). Excludes: Questions not related to service usage; such as pricing Metric Type: Direct Dependent Metrics: 40 Units: Number Status: Active Unused: No Legacy Name: Number of customer contacts relating to usability of service that has

been installed.

171. # Customer Requests (x1000)

ID: 171 Prose Name: # Customer Requests (x1000) XLS Name: customer_requests.x.1000 Category: Measure Includes: Inbound contacts (such as phone, email, and web contacts). Billing


Excludes: Outbound and store front contacts Metric Type: Direct Dependent Metrics: 31 Units: Number Status: Active Unused: No Legacy Name: Number of customer contacts*1,000


ID: 172 Prose Name: # Customer Requests (4) XLS Name: customer_requests.4 Category: Measure Includes: Number of SO customer transactions handled in the Customer

Management Process including: a) resolved inquiries and number of Orders taken; b) number of Trouble Tickets dispatched; c) number of Billing Inquiries routed; d) trouble tickets dispatched by IV

Metric Type: Direct Dependent Metrics: 36 Units: Number



Status: Active Unused: Yes Legacy Name: Number of customer transactions for this SO

173. # Customers Included in Reconciliation

ID: 173 Prose Name: # Customers Included in Reconciliation XLS Name: customers.included_in_reconciliation Category: Measure Includes: Customers who are included to reconciliation between Billing, CRM,

HLR and Provisioning IN Excludes: Other platforms than the ones specified above Metric Type: Direct Dependent Metrics: 24 Units: Number Status: Active Unused: No Legacy Name: Number of customers included to reconciliation

174. # Customers with SLA

ID: 174 Prose Name: # Customers with SLA XLS Name: customers.with_sla Category: Measure Includes: Count of customers i.e. customer may have more than one SLA, is

still counted once Metric Type: Direct Dependent Metrics: 60 Units: Number Status: Active Unused: No Legacy Name: Number of customers with SLAs

175. # Installations

ID: 175 Prose Name: # Installations XLS Name: installations Category: Measure Includes: Number of installations (customer accepted) at different end points.

One order may have multiple installations. Excludes: Unfulfilled orders due to cancellation etc. Metric Type: Direct



Dependent Metrics: 48 Units: Number Status: Active Unused: Yes Legacy Name: Number of installations

176. # XDRs from Network

ID: 176 Prose Name: # XDRs from Network XLS Name: xdrs.network Category: Measure Includes: All xDRs captured by Network Element during the period Excludes: Any not falling in above criteria (late arriving/dropped) Metric Type: Direct Dependent Metrics: 12 Units: Number Status: Active Unused: Yes Legacy Name: Number of Network xDRs

177. # Orders Accepted by Customer (2)

ID: 177 Prose Name: # Orders Accepted by Customer (2) XLS Name: orders.accepted.2 Category: Measure Includes: Activation or Delivery processes started in a prior reporting period Excludes: Activation or Delivery processes started during this reporting period

but not accepted by the customer Metric Type: Direct Dependent Metrics: 42 Units: Number Status: Active Unused: No Legacy Name: Number of orders accepted by the customer during the reporting

period

178. $ Value of Future Infrastructure Build

ID: 178 Prose Name: $ Value of Future Infrastructure Build XLS Name: cost.future_infrastructure_build Category: Measure Comments: (CAPEX /expected breakeven years) + OPEX



Includes: CapEx useful to SO revenue generation (Equipment, Systems, Software, capitalized installation labor…); OpEx cost to operate new infrastructure until breakeven

Excludes: Capitalized Operating Expenses (motor vehicles, real-estate,…) Metric Type: Direct Dependent Metrics: 55 Units: Currency Status: Active Unused: Yes Legacy Name: SO allocation of Infrastructure build ( CAPEX /expected breakeven

years) + OPEX

179. $ Capex

ID: 179 Prose Name: $ Capex XLS Name: capex Category: Measure Includes: SO allocation of capital expenditures including capitalized interest. Metric Type: Direct Dependent Metrics: 3 Units: Currency Status: Active Unused: No Legacy Name: SO CapEx

180. $ Collectable Debt Written Off

ID: 180 Prose Name: $ Collectable Debt Written Off XLS Name: collectable_debt_written_off Category: Measure Metric Type: Direct Dependent Metrics: 99 Units: Currency Status: Active Unused: Yes Legacy Name: SO collectable debt written off in capture period

181. # Customers Acquired

ID: 181 Prose Name: # Customers Acquired XLS Name: customers.acquired Category: Measure



Includes: SO New customers within the month in question Excludes: SO existing customers who have signed for new services within SO Metric Type: Direct Dependent Metrics: 8 Units: Number Status: Active Unused: No Legacy Name: SO Number of Customers Acquired

182. # Customers Lost

ID: 182 Prose Name: # Customers Lost XLS Name: customers.lost Category: Measure Includes: SO Lost customers within the month in question Excludes: Existing customers who have reduced their services for this SO Metric Type: Direct Dependent Metrics: 9 Units: Number Status: Active Unused: No Legacy Name: SO Number of Lost Customers

183. $ Operating Income

ID: 183 Prose Name: $ Operating Income XLS Name: operating_income Category: Measure Includes: (SO operating revenue - SO operating expenses); also defined as

(SO EBITA) Excludes: Taxes, interest, income from other sources, depreciation, amortization Metric Type: Direct Dependent Metrics: 1 Units: Currency Status: Active Unused: No Legacy Name: SO Operating Income

184. $ Revenue (6)

ID: 184 Prose Name: $ Revenue (6) XLS Name: revenue.6



Category: Measure Includes: Service revenue, CPE revenue or CPE revenue allocation Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Metric Type: Direct Dependent Metrics: 1, 4, 6, 7, 13, 46, 55, 67, 105, 106 Units: Currency Status: Active Unused: No Legacy Name: SO Operating revenue

185. $ Revenue (3)

ID: 185 Prose Name: $ Revenue (3) XLS Name: revenue.3 Category: Measure Comments: deprecated since same as "SO Operating Revenue"; the 3 metrics

using this factor have been made to use "SO Operating Revenue" instead Includes: Service revenue, CPE revenue or CPE revenue allocation Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Metric Type: Direct Units: Currency Status: Deprecated Unused: Yes Legacy Name: SO Operating Revenues

186. $ Opex

ID: 186 Prose Name: $ Opex XLS Name: opex Category: Measure Includes: SO (cost of service) + cost of CPE + Sales and Marketing + G&A +

Depreciation & Amortization Metric Type: Direct Dependent Metrics: 3, 4, 35, 45, 66 Units: Currency Status: Active Unused: No Legacy Name: SO OpEx



187. $ Revenue (5)

ID: 187 Prose Name: $ Revenue (5) XLS Name: revenue.5 Category: Measure Includes: SO revenue after discounts, CPE revenue or CPE revenue allocation Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Metric Type: Direct Dependent Metrics: 2, 34, 65 Units: Currency Status: Active Unused: No Legacy Name: SO Revenue

188. $ Revenue, by Channel Type (2)

ID: 188 Prose Name: $ Revenue, by Channel Type (2) XLS Name: revenue.by.channel.type.2 Category: Measure Includes: SO Revenue contribution by channel type, CPE revenue allocation.

Separated by Detail above Excludes: Non order related revenue, such as interest, Handset revenue (mobile

SO) Metric Type: Direct Dependent Metrics: 47 Units: Currency Status: Active Unused: Yes Legacy Name: SO Revenue by channel type

189. $ Revenue, by Data Services

ID: 189 Prose Name: $ Revenue, by Data Services XLS Name: revenue.by.data_services Category: Measure Includes: Revenue for data specific services, e.g. broadband Excludes: Handset revenue (mobile SO), CPE revenue Metric Type: Direct Dependent Metrics: 7 Units: Currency Status: Active Unused: No Legacy Name: SO Revenue from Data Services



190. $ Revenue, by Voice Services

ID: 190 Prose Name: $ Revenue, by Voice Services XLS Name: revenue.by.voice_services Category: Measure Includes: Revenue for voice specific services, including analog and VOIP Excludes: Handset revenue (mobile SO), CPE revenue Metric Type: Direct Dependent Metrics: 6 Units: Currency Status: Active Unused: No Legacy Name: SO Revenue from Voice Services

191. $ Revenue, by Bearer Service and Application Type

ID: 191 Prose Name: $ Revenue, by Bearer Service and Application Type XLS Name: revenue.by.service_or_app.type Category: Measure Includes: Total SO revenue across all categories as described in the modifying

details Excludes: Handset revenue (mobile SO), CPE revenue Metric Type: Direct Dependent Metrics: 5 Units: Currency Status: Active Unused: Yes Legacy Name: SO revenue of a specific category

192. $ Cost of SLA Management

ID: 192 Prose Name: $ Cost of SLA Management XLS Name: cost.sla_management Category: Measure Includes: SLA administrative labor (salary, taxes, benefits and outsourced

labor) + Other allocated for SLA admin (Building, Power, IT,...) + Customer rebates for SLA violations. This includes the cost of maintaining the systems used by this process area, but not the cost of developing the systems. Annual product license or support charges would be included. SLA penalties are included. All, separated by Detail above

Excludes: SO Fulfillment costs, SO Customer Management costs Metric Type: Direct Dependent Metrics: 67 Units: Currency Status: Active



Unused: Yes Legacy Name: SO SLA Costs

193. $ Revenue

ID: 193 Prose Name: $ Revenue XLS Name: revenue Category: Measure Includes: Services revenue Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Metric Type: Direct Dependent Metrics: 10, 15, 16, 22 Units: Currency Status: Active Unused: No Legacy Name: SP Operating Revenues

194. # Hours for All Installations Committed, Between Customer Required and Committed Dates

ID: 194 Prose Name: # Hours for All Installations Committed, Between Customer Required

and Committed Dates XLS Name: hours.all.installations.committed.between.crd.and.ccd Category: Measure Includes: Total calendar time difference between CRD and CCD when CCD is

later than CRD for all installation commitments in period. In case the CCD is earlier than CRD the calendar time difference is defined to be 0. When no customer specified CRD, the calendar time difference is defined to be 0.

Metric Type: Direct Dependent Metrics: 38 Units: Hour Status: Active Unused: No Legacy Name: Sum of calendar time from Customer Required Date (CRD) to

Customer Committed Date (CCD) for all installation commitments in period (where CCD is later than CRD).

195. # Hours for All Pricing Changes, from Approval to Ready for Customer Sale

ID: 195



Prose Name: # Hours for All Pricing Changes, from Approval to Ready for Customer Sale

XLS Name: hours.all.pricing_changes.from.approval.to.ready_for_customer_sale Category: Measure Comments: Use TTM Pricing Change Meta Process blocks 2-3 Includes: All tariff changes completing in the period Excludes: Pricing or tarriff changes requiring code changes to the billing system.

Delays due to non billing functions. Metric Type: Direct Dependent Metrics: 103 Units: Hour Status: Active Unused: No Legacy Name: Sum of elapsed calendar time from Pricing Change Approved to

Pricing Change Ready for Client Sale for all pricing changes (use TTM Pricing Change Meta Process blocks 2-3)

196. # Months for All Revenue Recovery Cases

ID: 196 Prose Name: # Months for All Revenue Recovery Cases XLS Name: months.all.revenue_recovery_cases Category: Measure Includes: Sum of recovery periods (from leakage discovered time to billed to

customer or 3rd party) of all recovered cases Excludes: Excludes all revenue leakage cases still unrecovered. Metric Type: Direct Dependent Metrics: 20 Units: Month Status: Active Unused: Yes Legacy Name: Sum of recovery period of all recovered revenue cases recovered in

the period . Time calculated from discovery.

197. # Hours for All Orders, from Ordering to Acceptance

ID: 197 Prose Name: # Hours for All Orders, from Ordering to Acceptance XLS Name: hours.all.orders.fromm.ordering.to.acceptance Category: Measure Includes: Orders completed and accepted by customer in the reporting month. Excludes: Presales feasibility assessments, delays due to customer. Metric Type: Direct Dependent Metrics: 37 Units: Hour Status: Active Unused: No



Legacy Name: Sum of time from order placement to customer acceptance for all orders.

198. # Customer Requests Handled to Completion on First Call

ID: 198 Prose Name: # Customer Requests Handled to Completion on First Call XLS Name: customer_requests.handled_to_completion_on_first_call Category: Measure Metric Type: Direct Dependent Metrics: 30 Units: Number Status: Active Unused: No Legacy Name: The number of first calls that were handled to completion (as logged

by the CSRs).

199. # Customers

ID: 199 Prose Name: # Customers XLS Name: customers Category: Measure Includes: Pre-paid and post paid subscribers Metric Type: Direct Dependent Metrics: 102 Units: Number Status: Active Unused: No Legacy Name: The total number of subscribers in the capture period

200. # Hours for All Service Problem Resolutions, by Process Type

ID: 200 Prose Name: # Hours for All Service Problem Resolutions, by Process Type XLS Name: hours.all.service_problem_resolutions.by.process.type Category: Measure Comments: Meta Blocks 1-4 Includes: Aggregate elapsed time for Meta Process Block for this SO.

Seperated by Detail above Excludes: Meta Process Block 5 (Customer Retention Management) Metric Type: Direct Dependent Metrics: 70 Units: Hour Status: Active



Unused: Yes Legacy Name: Time to resolve SO service problems by process block (Meta Blocks

1-4).

201. $ Value of Current Billing Charges

ID: 201 Prose Name: $ Value of Current Billing Charges XLS Name: value.billing_charges.current Category: Measure Includes: All billing cycles within period Metric Type: Direct Dependent Metrics: 81 Units: Currency Status: Active Unused: Yes Legacy Name: Total amount charged for cycle

202. $ Revenue Billed

ID: 202 Prose Name: $ Revenue Billed XLS Name: revenue.billed Category: Measure Includes: All billed revenue before write-offs, CPE revenue allocation Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Metric Type: Direct Dependent Metrics: 86, 88, 96 Units: Currency Status: Active Unused: No Legacy Name: Total billed revenue

203. $ Cost of Assurance

ID: 203 Prose Name: $ Cost of Assurance XLS Name: cost.assurance Category: Measure Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other




Excludes: a) G&A expense; b) SO Fulfillment costs; c) SO Customer Management costs; d) Depreciation expense

Metric Type: Direct Dependent Metrics: 65, 66, 68 Units: Currency Status: Active Unused: No Legacy Name: Total cost of SO Assurance

204. $ Cost of Customer Management

ID: 204 Prose Name: $ Cost of Customer Management XLS Name: cost.customer_management Category: Measure Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other


Excludes: a) G&A expense; b) SO Fulfillment cost; c) Assurance cost; d) Billing costs; e) Depreciation expense

Metric Type: Direct Dependent Metrics: 34, 35, 36 Units: Currency Status: Active Unused: No Legacy Name: Total cost of SO Customer Management

205. $ Cost of Fulfillment (2)

ID: 205 Prose Name: $ Cost of Fulfillment (2) XLS Name: cost.fulfillment.2 Category: Measure Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other


Excludes: SO Assurance costs, SO Customer Management costs Metric Type: Direct Dependent Metrics: 45 Units: Currency Status: Active Unused: No Legacy Name: Total cost of SO Fulfillment



206. $ Cost of Stranded and Unused Assets

ID: 206 Prose Name: $ Cost of Stranded and Unused Assets XLS Name: cost.stranded_and_unused_assets Category: Measure Includes: Sum of cost of all stranded and unused assets in the period Excludes: Assets not related to individual subscribers such as shared network

assets. Only includes assets that are specific to individual subscribers (individuals or enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes, unused HLR/SDP records

Metric Type: Direct Dependent Metrics: 13 Units: Currency Status: Active Unused: Yes Legacy Name: Total cost of stranded and unused assets

207. # Days from Bill Cycle Close to Bill Dispatch

ID: 207 Prose Name: # Days from Bill Cycle Close to Bill Dispatch XLS Name: days.from.bill_cycle_close.to.bill_dispatch Category: Measure Includes: Invoicing (Meta Process Block 4) Excludes: Time for posting and printing Metric Type: Direct Dependent Metrics: 90 Units: Day Status: Active Unused: No Legacy Name: Total elapsed time from bill cycle close to bills ready for display or

dispatch

208. # Minutes for All Customer Incidents, from Reported to Resolved

ID: 208 Prose Name: # Minutes for All Customer Incidents, from Reported to Resolved XLS Name: minutes.all.customer_incidents.from.reported.to.resolved Category: Measure Includes: Incident capturing, technical resolution and customer notification Excludes: Problem Report status inquiry queries Metric Type: Direct Dependent Metrics: 56, 57 Units: Minute Status: Active Unused: No



Legacy Name: Total elapsed time from customer incident reported until customer is informed of resolution

209. # Hours for All Repair

ID: 209 Prose Name: # Hours for All Repair XLS Name: hours.all.repair Category: Measure Includes: Total hours of reported time for repair (technician + dispatch) Metric Type: Direct Dependent Metrics: 72 Units: Hour Status: Active Unused: Yes Legacy Name: Total hours of reported time for repair

210. $ Revenue for Services Newly Fulfilled

ID: 210 Prose Name: $ Revenue for Services Newly Fulfilled XLS Name: revenue.new Category: Measure Includes: All new SO revenue after discounts, CPE revenue allocation Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SO, Handset revenue (mobile SO) Metric Type: Direct Dependent Metrics: 43, 44 Units: Currency Status: Active Unused: No Legacy Name: Total new SO Revenue for the period

211. # Bills Issued

ID: 211 Prose Name: # Bills Issued XLS Name: bills.issued Category: Measure Comments: deprecated since same as other metric named "Total number of bills

issued"; the 1 metrics using this factor has been made to use the other factor instead Includes: All bills issued in either paper or electronic format Excludes: Electronic bills that also have an associated paper bill Metric Type: Direct Units: Number



Status: Deprecated Unused: Yes Legacy Name: Total number of bills issued.

212. # Customer Contacts About Billing

ID: 212 Prose Name: # Customer Contacts About Billing XLS Name: customer_contacts.billing Category: Measure Includes: Inbound contacts (such as phone, email, and web contacts), including

all billing and payment inquiries. Excludes: Customer initiated changes: address changes, plan adjustments Metric Type: Direct Dependent Metrics: 84 Units: Number Status: Active Unused: No Legacy Name: Total number of customer initiated billing related contacts

213. # Customers (2)

ID: 213 Prose Name: # Customers (2) XLS Name: customers.2 Category: Measure Includes: Whole customer base Excludes: Internal customers Metric Type: Direct Dependent Metrics: 24 Units: Number Status: Active Unused: No Legacy Name: Total number of SP customers

214. # Bill Processing Faults Resolved

ID: 214 Prose Name: # Bill Processing Faults Resolved XLS Name: process.billing.faults.resolved Category: Measure Metric Type: Direct Dependent Metrics: 95 Units: Number Status: Active



Unused: No Legacy Name: Total number of billing process outage resolutions

215. # Bills

ID: 215 Prose Name: # Bills XLS Name: bills Category: Measure Metric Type: Direct Dependent Metrics: 80 Units: Number Status: Active Unused: Yes Legacy Name: Total number of bills

216. # Bills Issued (3)

ID: 216 Prose Name: # Bills Issued (3) XLS Name: bills.issued.3 Category: Measure Metric Type: Direct Dependent Metrics: 82 Units: Number Status: Active Unused: Yes Legacy Name: Total number of bills distributed

217. # Bills Issued (2)

ID: 217 Prose Name: # Bills Issued (2) XLS Name: bills.issued.2 Category: Measure Metric Type: Direct Dependent Metrics: 77, 78, 83, 84, 85 Units: Number Status: Active Unused: No Legacy Name: Total number of bills issued



218. # Bills Paid Electronically

ID: 218 Prose Name: # Bills Paid Electronically XLS Name: bills.paid_electronically Category: Measure Includes: Bills paid via home banking, automatic bank deduction, funds

transfers, ATM transactions, and web and/or IVR-based credit or debit card transactions Excludes: Payments by cash or check Metric Type: Direct Dependent Metrics: 78 Units: Number Status: Active Unused: No Legacy Name: Total number of bills paid electronically

219. # Bills Produced

ID: 219 Prose Name: # Bills Produced XLS Name: bills.produced Category: Measure Includes: Total number of bills processed Metric Type: Direct Dependent Metrics: 87 Units: Number Status: Active Unused: No Legacy Name: Total number of bills processed

220. # Bills Produced (3)

ID: 220 Prose Name: # Bills Produced (3) XLS Name: bills.produced.3 Category: Measure Includes: All customer bills produced Excludes: Bills discarded due to process or data errors Metric Type: Direct Dependent Metrics: 89 Units: Number Status: Active Unused: Yes Legacy Name: Total number of bills produced



221. # Bills Requiring Adjustments Initiated by Customer

ID: 221 Prose Name: # Bills Requiring Adjustments Initiated by Customer XLS Name: bills.requiring_adjustments.customer Category: Measure Includes: Financial adjustments, credit notes issued Excludes: Customer initiated changes: address changes, plan adjustments Metric Type: Direct Dependent Metrics: 83 Units: Number Status: Active Unused: No Legacy Name: Total number of bills requiring adjustments initiated by customer

222. # Bills Requiring Adjustments Initiated Internally

ID: 222 Prose Name: # Bills Requiring Adjustments Initiated Internally XLS Name: bills.requiring_adjustments.internal Category: Measure Includes: All internal adjustments, including plan changes, address changes,

financial adjustments, credit notes issued Excludes: All customer initiated adjustments. Metric Type: Direct Dependent Metrics: 85 Units: Number Status: Active Unused: No Legacy Name: Total number of bills requiring adjustments initiated by internal triggers

223. # Bills Sent Electronically

ID: 223 Prose Name: # Bills Sent Electronically XLS Name: bills.sent_electronically Category: Measure Excludes: Electronic bills that also have an associated paper bill Metric Type: Direct Dependent Metrics: 77 Units: Number Status: Active Unused: No Legacy Name: Total number of bills sent electronically



224. # Activations Completed

ID: 224 Prose Name: # Activations Completed XLS Name: activations.completed Category: Measure Includes: Successful & failed Metric Type: Direct Dependent Metrics: 41 Units: Number Status: Active Unused: No Legacy Name: Total number of complete service activations or deliveries

225. # Customer Contacts

ID: 225 Prose Name: # Customer Contacts XLS Name: customer_contacts Category: Measure Includes: All contact types: inquiries, complaints, change requests Metric Type: Direct Dependent Metrics: 27 Units: Number Status: Active Unused: No Legacy Name: Total number of contacts

226. # Orders (2)

ID: 226 Prose Name: # Orders (2) XLS Name: orders.2 Category: Measure Includes: Active orders for previous period. Metric Type: Direct Dependent Metrics: 92, 93 Units: Number Status: Active Unused: No Legacy Name: Total number of current orders

227. # Customer Contacts (2)

ID: 227



Prose Name: # Customer Contacts (2) XLS Name: customer_contacts.2 Category: Measure Includes: Inbound contacts (such as phone, email, and web contacts). Billing


Excludes: Outbound and store front contacts Metric Type: Direct Dependent Metrics: 32 Units: Number Status: Active Unused: Yes Legacy Name: Total number of customer contacts

228. # Customer Payments

ID: 228 Prose Name: # Customer Payments XLS Name: customer_payments Category: Measure Includes: All customer payments within period Excludes: Internal funds transfers Metric Type: Direct Dependent Metrics: 94 Units: Number Status: Active Unused: No Legacy Name: Total number of customer payments received during the period

229. # Customer Requests

ID: 229 Prose Name: # Customer Requests XLS Name: customer_requests Category: Measure Includes: All customer requests closed in period Excludes: Open customer requests Metric Type: Direct Dependent Metrics: 29 Units: Number Status: Active Unused: Yes Legacy Name: Total number of customer requests




ID: 230 Prose Name: # Customer Requests (2) XLS Name: customer_requests.2 Category: Measure Includes: Calls into the call centers, including outsourced call centers of the

operators. Excludes: Calls that are dropped while they are in the queue waiting to be

answered. Customer requests that come in via other channels (e.g. store, email, IVR) Metric Type: Direct Dependent Metrics: 28 Units: Number Status: Active Unused: No Legacy Name: Total number of customer requests for the reporting period


ID: 231 Prose Name: # Customers (3) XLS Name: customers.3 Category: Measure Includes: All customers using this SO Metric Type: Direct Dependent Metrics: 31, 60 Units: Number Status: Active Unused: No Legacy Name: Total number of customers

232. # Customers at Start of Month

ID: 232 Prose Name: # Customers at Start of Month XLS Name: customers.start_of_month Category: Measure Excludes: Customers lost in the month in question Metric Type: Direct Dependent Metrics: 8, 9 Units: Number Status: Active Unused: No Legacy Name: Total Number of customers for that SO at start of month in question



233. # Customers at Start of Month (2)

ID: 233 Prose Name: # Customers at Start of Month (2) XLS Name: customers.start_of_month.2 Category: Measure Comments: deprecated since exactly the same as the item before; no metrics

used this factor Includes: New customers who signed up during the month in question Metric Type: Direct Units: Number Status: Deprecated Unused: Yes Legacy Name: Total Number of customers for that SO at start of month in question

234. # Data Records

ID: 234 Prose Name: # Data Records XLS Name: data_records Category: Measure Includes: Total number of data records from all systems Excludes: Internal or special data, as required Metric Type: Direct Dependent Metrics: 23, 25 Units: Number Status: Active Unused: No Legacy Name: Total number of data records

235. # Fulfillment Issues

ID: 235 Prose Name: # Fulfillment Issues XLS Name: fulfillment_issues Category: Measure Metric Type: Direct Dependent Metrics: 52 Units: Number Status: Active Unused: Yes Legacy Name: Total number of Defect and Rework incidents



236. # Orders with Errors

ID: 236 Prose Name: # Orders with Errors XLS Name: orders.with_errors Category: Measure Includes: Total number of fulfillment orders (either created or revised) with

errors Excludes: All fulfillment orders without errors or fulfillment orders with errors

which have been addressed Metric Type: Direct Dependent Metrics: 54 Units: Number Status: Active Unused: Yes Legacy Name: Total number of fulfilment orders with errors

237. # Orders with Pending Error Fixes

ID: 237 Prose Name: # Orders with Pending Error Fixes XLS Name: orders.with_pending_error_fixes Category: Measure Includes: Total number of fulfilment orders (either created or revised) with

errors, whose errors were not corrected in the period (outstanding) Excludes: All fulfillment orders without errors or fulfillment orders with errors

which have been addressed Metric Type: Direct Dependent Metrics: 54 Units: Number Status: Active Unused: Yes Legacy Name: Total number of fulfilment orders with pending error fixes

238. # Customer Calls Inbound

ID: 238 Prose Name: # Customer Calls Inbound XLS Name: customer_calls.inbound Category: Measure Includes: All inbound call center contacts Excludes: Outbound call center contacts and non-call center contacts Metric Type: Direct Dependent Metrics: 33 Units: Number Status: Active Unused: No



Legacy Name: Total number of inbound phone contacts

239. # Customer Incidents Closed

ID: 239 Prose Name: # Customer Incidents Closed XLS Name: customer_incidents.closed Category: Measure Metric Type: Direct Dependent Metrics: 59 Units: Number Status: Active Unused: No Legacy Name: Total number of incidents closed during period

240. # Installations Committed

ID: 240 Prose Name: # Installations Committed XLS Name: installations.committed Category: Measure Includes: All installation commitments in period Metric Type: Direct Dependent Metrics: 38 Units: Number Status: Active Unused: No Legacy Name: Total number of installation commitments

241. # Customers Misaligned

ID: 241 Prose Name: # Customers Misaligned XLS Name: customers.misaligned Category: Measure Includes: Customers who are not in sync between billing, CRM, HLR and IN Excludes: Other platforms than the ones specified above Metric Type: Direct Dependent Metrics: 26 Units: Number Status: Active Unused: Yes Legacy Name: Total number of misaligned customers



242. # Data Records Misaligned

ID: 242 Prose Name: # Data Records Misaligned XLS Name: data_records.misaligned Category: Measure Includes: Collective volume of data in terms of records from multiple systems,

which are misaligned Excludes: Aligned data records Metric Type: Direct Dependent Metrics: 25 Units: Number Status: Active Unused: Yes Legacy Name: Total number of misaligned data records

243. # NOC FTEs Assigned to Problem Resolution

ID: 243 Prose Name: # NOC FTEs Assigned to Problem Resolution XLS Name: noc_ftes.assigned_to_problem_resolution Category: Measure Comments: FTEs = Full Time Equivalent personnel Includes: For this metric; an FTE is the equivalent of 40 hours of problem

resolution time per week. Excludes: ALL non-problem resolution time expended by NOC personnel. Metric Type: Direct Dependent Metrics: 74 Units: Number Status: Active Unused: Yes Legacy Name: Total number of NOC FTEs (Full Time Equivalent personnel)

assigned to problem resolution tasks

244. # Pricing Changes

ID: 244 Prose Name: # Pricing Changes XLS Name: pricing_changes Category: Measure Excludes: Pricing or tarriff changes requiring code changes to the billing system. Metric Type: Direct Dependent Metrics: 103 Units: Number Status: Active Unused: No Legacy Name: Total number of pricing or tariff changes



245. # Problem Reports

ID: 245 Prose Name: # Problem Reports XLS Name: problem_reports Category: Measure Metric Type: Direct Dependent Metrics: 71 Units: Number Status: Active Unused: No Legacy Name: Total number of problem reports in the period

246. # Problem Reports (2)

ID: 246 Prose Name: # Problem Reports (2) XLS Name: problem_reports.2 Category: Measure Excludes: Problems that initiate in a prior reporting period but achieve resolution

in this reporting period. Metric Type: Direct Dependent Metrics: 58 Units: Number Status: Active Unused: No Legacy Name: Total number of problems occurring during the reporting period

247. # Problem Reports (3)

ID: 247 Prose Name: # Problem Reports (3) XLS Name: problem_reports.3 Category: Measure Includes: All technical and usability problems reported for this service offering

during the measurement period. Metric Type: Direct Dependent Metrics: 61 Units: Number Status: Active Unused: No Legacy Name: Total number of problems reported during the measurement period



248. # Cases of Recovered Revenue

ID: 248 Prose Name: # Cases of Recovered Revenue XLS Name: cases.recovered_revenue Category: Measure Includes: All recovered revenue cases in the period Excludes: Excludes all revenue leakage cases still unrecovered. Metric Type: Direct Dependent Metrics: 20 Units: Number Status: Active Unused: Yes Legacy Name: Total number of recovered revenue cases

249. # Activations

ID: 249 Prose Name: # Activations XLS Name: activations Category: Measure Includes: Total number of service activations or deliveries accepted during

period Metric Type: Direct Dependent Metrics: 40 Units: Number Status: Active Unused: No Legacy Name: Total number of service activations or deliveries

250. # Activations (2)

ID: 250 Prose Name: # Activations (2) XLS Name: activations.2 Category: Measure Includes: Service activations that completed in this reporting period Excludes: Service activations that fail to complete this reporting period Metric Type: Direct Dependent Metrics: 39 Units: Number Status: Active Unused: No Legacy Name: Total number of service deliveries or activations in the reporting

period



251. # SLAs

ID: 251 Prose Name: # SLAs XLS Name: slas Category: Measure Metric Type: Direct Dependent Metrics: 63 Units: Number Status: Active Unused: No Legacy Name: Total number of SLAs

252. # Orders

ID: 252 Prose Name: # Orders XLS Name: orders Category: Measure Includes: Orders identified for rework in the current reporting period, including

those created in a prior reporting period Metric Type: Direct Dependent Metrics: 51, 53 Units: Number Status: Active Unused: No Legacy Name: Total number of SO orders


ID: 253 Prose Name: # Customers (4) XLS Name: customers.4 Category: Measure Includes: Whole customer base. A customer with multiple accounts is counted

as a single customer. Excludes: Internal or special customers, as required Metric Type: Direct Dependent Metrics: 26 Units: Number Status: Active Unused: Yes Legacy Name: Total number of SP customers



254. # Settlement Reports

ID: 254 Prose Name: # Settlement Reports XLS Name: settlement_reports Category: Measure Includes: All SP Settlement Reports irrespective of status during the period in

question Metric Type: Direct Dependent Metrics: 14 Units: Number Status: Active Unused: Yes Legacy Name: Total Number of SP Settlement Reports

255. # Customer Transactions

ID: 255 Prose Name: # Customer Transactions XLS Name: customer_transactions Category: Measure Metric Type: Direct Dependent Metrics: 79 Units: Number Status: Active Unused: Yes Legacy Name: Total number of transactions

256. # XDRs

ID: 256 Prose Name: # XDRs XLS Name: xdrs Category: Measure Includes: Total number of xDRs during the period Excludes: Any xDRs not falling in above criteria Metric Type: Direct Dependent Metrics: 21 Units: Number Status: Active Unused: No Legacy Name: Total number of xDRs



257. # XDRs (2)

ID: 257 Prose Name: # XDRs (2) XLS Name: xdrs.2 Category: Measure Includes: Total billable usage in billing cycle in question Metric Type: Direct Dependent Metrics: 98 Units: Number Status: Active Unused: No Legacy Name: Total number of xDRs produced in the capture period

258. $ Cost of Channel

ID: 258 Prose Name: $ Cost of Channel XLS Name: cost.channel Category: Measure Includes: Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated

(Building, Power, IT,...) + Additional Costs (Advertising, …) + Channel discounts Metric Type: Direct Dependent Metrics: 47 Units: Currency Status: Active Unused: Yes Legacy Name: Total SO channel cost

259. $ Revenue (2)

ID: 259 Prose Name: $ Revenue (2) XLS Name: revenue.2 Category: Measure Includes: Service revenue, CPE revenue or CPE revenue allocation Excludes: interest income, Handset revenue (mobile SO) Metric Type: Direct Dependent Metrics: 5 Units: Currency Status: Active Unused: Yes Legacy Name: Total SO operating revenue across all categories



260. $ Revenue Collected

ID: 260 Prose Name: $ Revenue Collected XLS Name: revenue.collected Category: Measure Metric Type: Direct Dependent Metrics: 99 Units: Currency Status: Active Unused: Yes Legacy Name: Total SO Revenue collected

261. $ Revenue (4)

ID: 261 Prose Name: $ Revenue (4) XLS Name: revenue.4 Category: Measure Includes: Services revenue Excludes: Interest income, projected revenue, and intra group charges not

directly related to this SP, Handset revenue (mobile SP) Metric Type: Direct Dependent Metrics: 18 Units: Currency Status: Active Unused: No Legacy Name: Total SP Operating Revenues

262. # Hours for All Repair and Maintenance

ID: 262 Prose Name: # Hours for All Repair and Maintenance XLS Name: hours.all.repair_and_maintenance Category: Measure Includes: Time for repair and maintenance (technician + dispatch) Metric Type: Direct Dependent Metrics: 72 Units: Hour Status: Active Unused: Yes Legacy Name: Total time reported for repair and maintenance



263. # Minutes for All Contracted Service Uptime (2)

ID: 263 Prose Name: # Minutes for All Contracted Service Uptime (2) XLS Name: minutes.all.service_uptime.contracted.2 Category: Measure Includes: All contracted time Excludes: Portion of time (if any) that service is not guaranteed Metric Type: Direct Dependent Metrics: 62 Units: Minute Status: Active Unused: No Legacy Name: Total time services are contracted to be live

264. $ Revenue Unbilled and Underbilled

ID: 264 Prose Name: $ Revenue Unbilled and Underbilled XLS Name: revenue.unbilled_and_underbilled Category: Measure Includes: The detected revenue that is entirely or partly not billed to the

customer or to 3rd parties Metric Type: Direct Dependent Metrics: 10, 11 Units: Currency Status: Active Unused: No Legacy Name: Unbilled and underbilled revenue

265. $ Cost of Fulfillment (3)

ID: 265 Prose Name: $ Cost of Fulfillment (3) XLS Name: cost.fulfillment.3 Category: Measure Comments: Meta Process Blocks 2-5 Includes: a) Labor (salary, taxes, benefits and outsourced labor); b) Other


Excludes: a) G&A expense; b) Depreciation expense; c) SO Customer Management costs; d) SO Assurance costs; e) Proactive investment in anticipation of customer orders; e.g. network elements provided for capacity planning reasons.

Metric Type: Direct Dependent Metrics: 43 Units: Currency



Status: Active Unused: No Legacy Name: Unit Cost of fulfillment process from Order to Activation (Meta

Process Blocks 2-5) for the period

266. # Data Records Validated

ID: 266 Prose Name: # Data Records Validated XLS Name: data_records.validated Category: Measure Includes: Number of records that have been validated from all the systems Metric Type: Direct Dependent Metrics: 23 Units: Number Status: Active Unused: No Legacy Name: Validated data

267. $ Revenue Leakage Discovered and Recoverable

ID: 267 Prose Name: $ Revenue Leakage Discovered and Recoverable XLS Name: revenue.leakage.discovered_and_recovered Category: Measure Includes: Leakege that is recoverable Excludes: Not a leakage or not recoverable or already recovered in previous

period Metric Type: Direct Dependent Metrics: 19 Units: Currency Status: Active Unused: Yes Legacy Name: Value of leakage that is discovered and recoverable

268. $ Revenue Leakage Discovered and Recoverable (2)

ID: 268 Prose Name: $ Revenue Leakage Discovered and Recoverable (2) XLS Name: revenue.leakage.discovered_and_recovered.2 Category: Measure Includes: Leakage that is recoverable Excludes: Not a leakage or not recoverable or already recovered Metric Type: Direct Dependent Metrics: 18



Units: Currency Status: Active Unused: No Legacy Name: Value that is discovered and recoverable

269. # Settlement Reports Verified and Accepted

ID: 269 Prose Name: # Settlement Reports Verified and Accepted XLS Name: settlement_reports.accepted Category: Measure Includes: SP Settlement Reports on which no dispute is outstanding Excludes: Any reports under dispute or not accepted Metric Type: Direct Dependent Metrics: 14 Units: Number Status: Active Unused: Yes Legacy Name: Verified and Accepted 3rd Party Settlement Reports

270. $ Cost Leakage Detected and Recovered

ID: 270 Prose Name: $ Cost Leakage Detected and Recovered XLS Name: cost.leakage.detected_and_recovered Category: Measure Includes: Cost Leakage that is recovered. Costs included are OpEx costs

directly related to the delivered services. These costs will include call termination, International/Transit termination costs, Roaming costs, content, ringtones and other direct costs

Excludes: Vendor related costs such as network support and IT supplier costs and purchasing costs in general. Costs which are not a leakage or not recovered. Costs which are not OpEx.

Metric Type: Direct Dependent Metrics: 105 Units: Currency Status: Active Unused: No Legacy Name: Detected and Recovered cost value

271. $ Cost Leakage Detected and Not Recovered

ID: 271 Prose Name: $ Cost Leakage Detected and Not Recovered XLS Name: cost.leakage.detected_and_not_recovered



Category: Measure Includes: Cost Leakage that is not recovered. Costs included are OpEx costs

directly related to the delivered services. These costs will include call termination, International/Transit termination costs, Roaming costs, content, ringtones and other direct costs.

Excludes: Vendor related costs such as network support and IT supplier costs and purchasing costs in general. Costs which are not a leakage. Costs which are not OpEx.

Metric Type: Direct Dependent Metrics: 106 Units: Currency Status: Active Unused: No Legacy Name: Detected and NOT Recovered cost value

272. # Minutes for All Actual Service Uptime

ID: 272 Prose Name: # Minutes for All Actual Service Uptime XLS Name: minutes.all.service_uptime.actual Category: Measure Includes: all contracted time Excludes: customer caused faults or customer requested outages Metric Type: Formula Prose Formula: (Total time services are contracted to be live - Total outage time) XLS Formula: aggr.time.service.contracted_to_be_live - aggr.time.service.live Dependent Metrics: 62 Units: Minute Status: Active Unused: No

273. # Minutes for All Contracted Service Uptime

ID: 273 Prose Name: # Minutes for All Contracted Service Uptime XLS Name: minutes.all.service_uptime.contracted Category: Measure Includes: "Total time services are contracted to be live" Includes all contracted

time Metric Type: Direct Dependent Metrics: 272 Units: Minute Status: Active Unused: No



274. # Minutes for All Service Outages

ID: 274 Prose Name: # Minutes for All Service Outages XLS Name: minutes.all.service.outages Category: Measure Excludes: "Total outage time" excludes customer caused faults or customer

requested outages Metric Type: Direct Dependent Metrics: 272 Units: Minute Status: Active Unused: No

275. Revenue System Uptime

ID: 275 Prose Name: Revenue System Uptime XLS Name: special.revenue_system_uptime Category: Measure Metric Type: Formula Prose Formula: (Revenue System Size* days in month)-(MTTR*number of trouble

tickets closed in month) XLS Formula: special.revenue_system_size - special.mttr *

problem_reports.closed.2 Dependent Metrics: 73 Units: Day Status: Active Unused: No

276. Revenue System Size

ID: 276 Prose Name: Revenue System Size XLS Name: special.revenue_system_size Category: Measure Comments: Revenue System Size is the total of revenue generating network units

such as live ports on DSLAMs (or equivalent), operating in a given period of time. Example: Revenue System Size = 15,606 ports * 30 days = 468,180.00 days

Metric Type: Direct Dependent Metrics: 275 Units: Number Status: Active Unused: No



277. Mean Time to Repair (MTTR)

ID: 277 Prose Name: Mean Time to Repair (MTTR) XLS Name: special.mttr Category: Measure Description: average time required to repair a failed component or device Metric Type: Direct Dependent Metrics: 275 Units: Day Status: Active Unused: No

278. # Problem Reports Closed (2)

ID: 278 Prose Name: # Problem Reports Closed (2) XLS Name: problem_reports.closed.2 Category: Measure Comments: This was accidentally created as a duplicate of the other metric with

the same name Metric Type: Direct Dependent Metrics: 275 Units: Number Status: Delete Unused: No

279. One

ID: 279 Prose Name: One XLS Name: special.one Category: Measure Description: Denominator of 1 Comments: For use in a ratio where the denominator must be 1 Metric Type: Constant Dependent Metrics: 11, 17, 19, 90, 97, 101, 104, 107, 108 Units: Number Status: Active Unused: No

280. Net Promoter Score, Relational (NPS-R) (2)

ID: 280 Prose Name: Net Promoter Score, Relational (NPS-R) (2)



XLS Name: special.nps.relational.2 Category: Measure Includes: % of promoters and % of detractors according to standard NPS

definition for relational (brand based) measure Excludes: Transactional NPS, collected at the end of a customer contact Metric Type: Formula Prose Formula: % of promoters (9-10 in likely to recommend scale) - % or detractors

(0-6 in likely to recommend scale) XLS Formula: pct.customers.promoters.relational -

pct.customers.detractors.relational Dependent Metrics: 107 Units: Percent Status: Active Unused: Yes

281. % Customers Who Are Promoters (Relational)

ID: 281 Prose Name: % Customers Who Are Promoters (Relational) XLS Name: pct.customers.promoters.relational Category: Measure Comments: A promoter is defined as 9-10 in likely to recommend scale Includes: % of promoters according to standard NPS definition for relational

(brand based) measure Excludes: Transactional NPS, collected at the end of a customer contact Metric Type: Direct Dependent Metrics: 280 Units: Percent Status: Active Unused: Yes

282. % Customers Who Are Detractors (Relational)

ID: 282 Prose Name: % Customers Who Are Detractors (Relational) XLS Name: pct.customers.detractors.relational Category: Measure Comments: A detractor is defined as 0-6 in likely to recommend scale Includes: % of detractors according to standard NPS definition for relational

(brand based) measure Excludes: Transactional NPS, collected at the end of a customer contact Metric Type: Direct Dependent Metrics: 280 Units: Percent Status: Active Unused: Yes



283. Net Promoter Score, Transactional (NPS-T) (2)

ID: 283 Prose Name: Net Promoter Score, Transactional (NPS-T) (2) XLS Name: special.nps.transactional.2 Category: Measure Includes: % of promoters and % of detractors according to standard NPS

definition for transactional measure Excludes: Relational NPS, collected at intervals during a customer's lifetime with

the company, but not as a result of a customer contact Metric Type: Formula Prose Formula: % of promoters (9-10 in likely to recommend scale) - % or detractors

(0-6 in likely to recommend scale) XLS Formula: pct.customers.promoters.transactional -

pct.customers.detractors.transactional Dependent Metrics: 108 Units: Percent Status: Active Unused: Yes

284. % Customers Who Are Promoters (Transactional)

ID: 284 Prose Name: % Customers Who Are Promoters (Transactional) XLS Name: pct.customers.promoters.transactional Category: Measure Comments: A promoter is defined as 9-10 in likely to recommend scale Includes: % of promoters according to standard NPS definition for transactional

measure Excludes: Relational NPS, collected at intervals during a customer's lifetime with

the company, but not as a result of a customer contact Metric Type: Direct Dependent Metrics: 283 Units: Percent Status: Active Unused: Yes

285. % Customers Who Are Detractors (Transactional)

ID: 285 Prose Name: % Customers Who Are Detractors (Transactional) XLS Name: pct.customers.detractors.transactional Category: Measure Comments: A detractor is defined as 0-6 in likely to recommend scale Includes: % of detractors according to standard NPS definition for transactional

measure



Excludes: Relational NPS, collected at intervals during a customer's lifetime with the company, but not as a result of a customer contact

Metric Type: Direct Dependent Metrics: 283 Units: Percent Status: Active Unused: Yes



3. Alternate Metric Listings

The following lists are sorted by other attributes, to allow easy searches for metrics. By then using the ID, you can look up the metric details in the preceding section.

3.1. Business Metrics, Sorted by Metric ID (Simple List)

ID Code Name1 G-RM-1 Profitability2 G-RM-1b Average Revenue per User (ARPU)3 G-RM-2 % Opex, of Capex4 G-RM-3 % Opex, of Revenue5 G-RM-4 % Revenue, by Bearer Service and Application Type6 G-RM-4b % Revenue, by Voice Services7 G-RM-4c % Revenue, by Data Services8 G-RM-5a % Customers Acquired9 G-RM-5b % Customers Lost10 G-RM-RA-RLb % Revenue Unbilled11 G-RM-RA-RLc $ Revenue Unbilled12 G-RM-RA-RLe % XDRs for Billing13 G-RM-RA-RLg % Cost of Stranded and Unused Assets, of Revenue14 G-RM-RA-RLh % Settlement Reports Accepted15 G-RM-RA-RLj % Revenue Overbilled16 G-RM-RA-PEa % Revenue Recovered17 G-RM-RA-PEb $ Revenue Recovered18 G-RM-RA-PEc % Revenue Recoverable19 G-RM-RA-PEd $ Revenue Recoverable20 G-RM-RA-PEe # Days per Revenue Recovery Case21 G-RM-RA-PEf % XDRs Successfully Recovered and Billed After Recycling22 G-RM-RA-PEg % Revenue Recovered and Recoverable23 G-RM-RA-DQa % Data Records Validated24 G-RM-RA-DQb % Customers Reconciled25 G-RM-RA-DQc % Data Records Misaligned26 G-RM-RA-DQd % Customers Misaligned27 CM-CE-1 % Customer Contacts Received, by Channel Type28 CM-CE-2a Average Hold Time29 CM-CE-2b Average Handle Time30 CM-CE-2c First Call Resolution (FCR)31 CM-CE-3a # Customer Requests (x1000) per Customer32 CM-CE-3b % Customer Requests Received, by Request Type33 CM-CE-5 % Customer Calls Abandoned34 CM-OE-1a % Cost of Customer Management, of Revenue35 CM-OE-1b % Cost of Customer Management, of Opex36 CM-OE-1f $ Cost of Customer Management per Customer Request37 F-CE-2a # Hours per Order, from Ordering to Acceptance38 F-CE-2b # Hours per Installation Committed, Between Customer Required and Committed Dates39 F-CE-2c % Orders Delivered by Committed Date40 F-CE-3 # Customer Contacts About Usability of Installed Service per Activation41 F-CE-4 % Activations Failed42 F-CE-4b % Orders Failed With 28 Days



43 F-OE-1a % Cost of Fulfillment, of New Revenue44 F-OE-1b % Cost of Sales, of Revenue45 F-OE-1c % Cost of Fulfillment, of Opex46 F-OE-1d % Revenue, by Channel Type47 F-OE-1e % Revenue, of Operating Cost, by Channel Type48 F-OE-1f $ Cost of Fulfillment per Installation49 F-OE-2a # Hours per Order, from Ordering to Activation50 F-OE-2b # Hours per Order, from Ordering to Activation, by Process Type51 F-OE-3a % Orders Requiring Rework, by Cause Type52 F-OE-3b # Hours per Fulfillment Issue53 F-OE-3c % Orders Requiring Rework54 F-OE-3d % Orders Pending Error Fix55 F-OE-6 % Cost of Future Infrastructure Build, of Revenue56 A-CE-2a # Minutes per Customer Incident Resolution, by Severity Type57 A-CE-2b # Minutes per Customer Incident Resolution, by Customer Type58 A-CE-2c % Problem Reports Resolved by Due Date59 A-CE-4a % Customer Incidents Reported More than Once60 A-CE-4b % Customers with SLA61 A-CE-4c % Problem Reports from Customers62 A-CE-5 Service Availability63 A-CE-6a # SLA Violations per SLA64 A-CE-6b % Problem Reports Resolved Within SLA Time Requirements65 A-OE-1a % Cost of Assurance, of Revenue66 A-OE-1b % Cost of Assurance, of Opex67 A-OE-1c % Cost of SLA Management, of Revenue68 A-OE-1f $ Cost of Assurance per Service Problem Resolved69 A-OE-2a # Minutes per Service Problem Resolution70 A-OE-2b # Hours per Service Problem Resolution, by Process Type71 A-OE-3a % Problem Reports, by Cause Type72 A-OE-3b % Assurance Time for Repair73 A-OE-3c Mean Time Between Failures (MTBF)74 A-OE-6a # Problem Reports per NOC FTE75 B-CE-1a % Bills Delivered, by Delivery Type76 B-CE-1b % Customer Payments, by Payment Type77 B-CE-1c % Bills Issued Electronically78 B-CE-1d % Customer Payments Received Electronically79 B-CE-2a # Minutes per Customer Transaction80 B-CE-2b # Hours per Bill, from Bill Cycle Close to Bill Dispatch81 B-CE-4a % Value of Billing Charges from Previous Cycle82 B-CE-4c % Bills Inaccurate83 B-CE-4d % Bills Adjusted84 B-CE-4e # Customer Contacts About Billing per Bill85 B-CE-4f % Bills Adjusted Internally86 B-OE-1a % Cost of Billing, of Revenue Billed87 B-OE-1b % Bills Requiring Manual Intervention88 B-OE-1c % Cost of Collections, of Revenue Billed89 B-OE-1f $ Cost of Billing per Bill90 B-OE-2a # Days to Prepare Bills91 B-OE-2b Days Sales Outstanding (DSO)92 B-OE-2c # Hours per Order, from Activation to Bill Dispatch93 B-OE-2d # Hours per Order, from Bill Dispatch to Cash Received94 B-OE-2e # Hours per Customer Payment, from Receipt to Posted in Billing95 B-OE-2f # Hours per Bill Processing Fault Resolution



96 B-OE-3a % Cost of Billing Errors, of Revenue Billed97 B-OE-3b # Days per Billing Error98 B-OE-3c % XDRs Falling into Suspense99 B-OE-3d % Collectable Debt Written Off, of Revenue Collected100 B-OE-3e % Value of Bills Unpaid101 B-OE-3f # Times Billing Suspense Files Recycled per Month102 B-OE-3g % Pre-paid Customers Erroneously Identified as Post-paid103 O-OE-2a # Hours per Pricing Change104 G-RM-RA-RLk $ Revenue Overbilled105 G-RM-CA-PEa % Cost Recovered, of Revenue106 G-RM-CA-PEb % Cost Detected and Not Recovered, of Revenue107 CM-CE-6a Net Promoter Score, Relational (NPS-R)108 CM-CE-6b Net Promoter Score, Transactional (NPS-T)109 # Customer Payments, by Payment Type110 # Customer Payments (2)111 # Pre-paid Customers Erroneously Identified as Post-paid112 # Problem Reports Closed, by Cause Type113 # Problem Reports Closed (3)114 # Problem Reports Actually Closed in Compliance with SLA115 # Problem Reports Due to be Closed in Compliance with SLA116 # Problem Reports from Customers117 # Problem Reports Resolved by Committed Date118 # Problem Reports Resolved to Customer Satisfaction119 # Customer Incidents Resolved120 # Activations Completed by Committed Date121 # Service Problems Resolved (2)122 # Service Problems Resolved123 # SLA Violations124 # Users125 # Times Billing Suspense Files Recycled per Month (2)126 # Problem Reports Closed127 # XDRs Falling into Suspense128 # XDRs Recovered, Processed and Billed After Recycling129 # Hours for All Orders, from Ordering to Activation, by Process Type130 $ Revenue Overbilled (2)131 $ Revenue Recovered (2)132 $ Revenue, by Channel Type133 $ Value of Account Receivables134 # Hours for All Fulfillment Issues Resolved135 # Minutes for All Problem Reports to Service Restoration136 # Hours for All Orders, from Bill Dispatch to Cash Received137 # Seconds for All Customer Call Waiting Time138 # Minutes for All Customer Request Handling139 # Hours for All Bills, from Bill Cycle Close to Bill Dispatch140 # Hours for All Orders, from Ordering to Activation141 # Hours for All Customer Payments, from Receipt to Posted in Billing142 # Hours for All Orders, from Activation to Bill Dispatch143 # Minutes for All Customer Transactions to Information Posted144 # Hours for All Billing Processing Faults to Resolution145 $ Value of Bills146 $ Value of Bills Unpaid147 # Customer Requests (3)148 $ Value of Billing Charges from Previous Billing Cycle



149 # Days per Billing Error (2)150 $ Value of Sales per Day151 # Bills with Error152 # Activations Failed153 $ Cost of Fulfillment154 $ Cost of Sales155 $ Cost of Billing156 $ Cost of Collections157 $ Cost of Billing Errors158 $ Revenue Recovered and Recoverable159 # Orders Requiring Rework, from Ordering to Activation160 # XDRs for Billing161 # Bills Issued, by Delivery Type162 # Bills Requiring Manual Intervention163 # Bills Produced (2)164 # Customer Calls Abandoned165 # Orders Accepted by Customer166 # Customer Contacts, by Contact Type167 # Customer Contacts About Re-reported Customer Incidents168 # Orders Failed Within 28 Days169 # Customer Contacts, by Request Type170 # Customer Contacts About Usability of Installed Service171 # Customer Requests (x1000)172 # Customer Requests (4)173 # Customers Included in Reconciliation174 # Customers with SLA175 # Installations176 # XDRs from Network177 # Orders Accepted by Customer (2)178 $ Value of Future Infrastructure Build179 $ Capex180 $ Collectable Debt Written Off181 # Customers Acquired182 # Customers Lost183 $ Operating Income184 $ Revenue (6)185 $ Revenue (3)186 $ Opex187 $ Revenue (5)188 $ Revenue, by Channel Type (2)189 $ Revenue, by Data Services190 $ Revenue, by Voice Services191 $ Revenue, by Bearer Service and Application Type192 $ Cost of SLA Management193 $ Revenue194 # Hours for All Installations Committed, Between Customer Required and Committed Dates195 # Hours for All Pricing Changes, from Approval to Ready for Customer Sale196 # Months for All Revenue Recovery Cases197 # Hours for All Orders, from Ordering to Acceptance198 # Customer Requests Handled to Completion on First Call199 # Customers200 # Hours for All Service Problem Resolutions, by Process Type201 $ Value of Current Billing Charges



202 $ Revenue Billed203 $ Cost of Assurance204 $ Cost of Customer Management205 $ Cost of Fulfillment (2)206 $ Cost of Stranded and Unused Assets207 # Days from Bill Cycle Close to Bill Dispatch208 # Minutes for All Customer Incidents, from Reported to Resolved209 # Hours for All Repair210 $ Revenue for Services Newly Fulfilled211 # Bills Issued212 # Customer Contacts About Billing213 # Customers (2)214 # Bill Processing Faults Resolved215 # Bills216 # Bills Issued (3)217 # Bills Issued (2)218 # Bills Paid Electronically219 # Bills Produced220 # Bills Produced (3)221 # Bills Requiring Adjustments Initiated by Customer222 # Bills Requiring Adjustments Initiated Internally223 # Bills Sent Electronically224 # Activations Completed225 # Customer Contacts226 # Orders (2)227 # Customer Contacts (2)228 # Customer Payments229 # Customer Requests230 # Customer Requests (2)231 # Customers (3)232 # Customers at Start of Month233 # Customers at Start of Month (2)234 # Data Records235 # Fulfillment Issues236 # Orders with Errors237 # Orders with Pending Error Fixes238 # Customer Calls Inbound239 # Customer Incidents Closed240 # Installations Committed241 # Customers Misaligned242 # Data Records Misaligned243 # NOC FTEs Assigned to Problem Resolution244 # Pricing Changes245 # Problem Reports246 # Problem Reports (2)247 # Problem Reports (3)248 # Cases of Recovered Revenue249 # Activations250 # Activations (2)251 # SLAs252 # Orders253 # Customers (4)254 # Settlement Reports



255 # Customer Transactions256 # XDRs257 # XDRs (2)258 $ Cost of Channel259 $ Revenue (2)260 $ Revenue Collected261 $ Revenue (4)262 # Hours for All Repair and Maintenance263 # Minutes for All Contracted Service Uptime (2)264 $ Revenue Unbilled and Underbilled265 $ Cost of Fulfillment (3)266 # Data Records Validated267 $ Revenue Leakage Discovered and Recoverable268 $ Revenue Leakage Discovered and Recoverable (2)269 # Settlement Reports Verified and Accepted270 $ Cost Leakage Detected and Recovered271 $ Cost Leakage Detected and Not Recovered272 # Minutes for All Actual Service Uptime273 # Minutes for All Contracted Service Uptime274 # Minutes for All Service Outages275 Revenue System Uptime276 Revenue System Size277 Mean Time to Repair (MTTR)278 # Problem Reports Closed (2)279 One280 Net Promoter Score, Relational (NPS-R) (2)281 % Customers Who Are Promoters (Relational)282 % Customers Who Are Detractors (Relational)283 Net Promoter Score, Transactional (NPS-T) (2)284 % Customers Who Are Promoters (Transactional)285 % Customers Who Are Detractors (Transactional)



3.2. Business Metrics, Sorted by Metric Code

Code ID NameA-CE-2a 56 # Minutes per Customer Incident Resolution, by Severity TypeA-CE-2b 57 # Minutes per Customer Incident Resolution, by Customer TypeA-CE-2c 58 % Problem Reports Resolved by Due DateA-CE-4a 59 % Customer Incidents Reported More than OnceA-CE-4b 60 % Customers with SLAA-CE-4c 61 % Problem Reports from CustomersA-CE-5 62 Service AvailabilityA-CE-6a 63 # SLA Violations per SLAA-CE-6b 64 % Problem Reports Resolved Within SLA Time RequirementsA-OE-1a 65 % Cost of Assurance, of RevenueA-OE-1b 66 % Cost of Assurance, of OpexA-OE-1c 67 % Cost of SLA Management, of RevenueA-OE-1f 68 $ Cost of Assurance per Service Problem ResolvedA-OE-2a 69 # Minutes per Service Problem ResolutionA-OE-2b 70 # Hours per Service Problem Resolution, by Process TypeA-OE-3a 71 % Problem Reports, by Cause TypeA-OE-3b 72 % Assurance Time for RepairA-OE-3c 73 Mean Time Between Failures (MTBF)A-OE-6a 74 # Problem Reports per NOC FTEB-CE-1a 75 % Bills Delivered, by Delivery TypeB-CE-1b 76 % Customer Payments, by Payment TypeB-CE-1c 77 % Bills Issued ElectronicallyB-CE-1d 78 % Customer Payments Received ElectronicallyB-CE-2a 79 # Minutes per Customer TransactionB-CE-2b 80 # Hours per Bill, from Bill Cycle Close to Bill DispatchB-CE-4a 81 % Value of Billing Charges from Previous CycleB-CE-4c 82 % Bills InaccurateB-CE-4d 83 % Bills AdjustedB-CE-4e 84 # Customer Contacts About Billing per BillB-CE-4f 85 % Bills Adjusted InternallyB-OE-1a 86 % Cost of Billing, of Revenue BilledB-OE-1b 87 % Bills Requiring Manual InterventionB-OE-1c 88 % Cost of Collections, of Revenue BilledB-OE-1f 89 $ Cost of Billing per BillB-OE-2a 90 # Days to Prepare BillsB-OE-2b 91 Days Sales Outstanding (DSO)B-OE-2c 92 # Hours per Order, from Activation to Bill DispatchB-OE-2d 93 # Hours per Order, from Bill Dispatch to Cash ReceivedB-OE-2e 94 # Hours per Customer Payment, from Receipt to Posted in BillingB-OE-2f 95 # Hours per Bill Processing Fault ResolutionB-OE-3a 96 % Cost of Billing Errors, of Revenue BilledB-OE-3b 97 # Days per Billing ErrorB-OE-3c 98 % XDRs Falling into SuspenseB-OE-3d 99 % Collectable Debt Written Off, of Revenue CollectedB-OE-3e 100 % Value of Bills UnpaidB-OE-3f 101 # Times Billing Suspense Files Recycled per MonthB-OE-3g 102 % Pre-paid Customers Erroneously Identified as Post-paid



CM-CE-1 27 % Customer Contacts Received, by Channel TypeCM-CE-2a 28 Average Hold TimeCM-CE-2b 29 Average Handle TimeCM-CE-2c 30 First Call Resolution (FCR)CM-CE-3a 31 # Customer Requests (x1000) per CustomerCM-CE-3b 32 % Customer Requests Received, by Request TypeCM-CE-5 33 % Customer Calls AbandonedCM-CE-6a 107 Net Promoter Score, Relational (NPS-R)CM-CE-6b 108 Net Promoter Score, Transactional (NPS-T)CM-OE-1a 34 % Cost of Customer Management, of RevenueCM-OE-1b 35 % Cost of Customer Management, of OpexCM-OE-1f 36 $ Cost of Customer Management per Customer RequestF-CE-2a 37 # Hours per Order, from Ordering to AcceptanceF-CE-2b 38 # Hours per Installation Committed, Between Customer Required and Committed DatesF-CE-2c 39 % Orders Delivered by Committed DateF-CE-3 40 # Customer Contacts About Usability of Installed Service per ActivationF-CE-4 41 % Activations FailedF-CE-4b 42 % Orders Failed With 28 DaysF-OE-1a 43 % Cost of Fulfillment, of New RevenueF-OE-1b 44 % Cost of Sales, of RevenueF-OE-1c 45 % Cost of Fulfillment, of OpexF-OE-1d 46 % Revenue, by Channel TypeF-OE-1e 47 % Revenue, of Operating Cost, by Channel TypeF-OE-1f 48 $ Cost of Fulfillment per InstallationF-OE-2a 49 # Hours per Order, from Ordering to ActivationF-OE-2b 50 # Hours per Order, from Ordering to Activation, by Process TypeF-OE-3a 51 % Orders Requiring Rework, by Cause TypeF-OE-3b 52 # Hours per Fulfillment IssueF-OE-3c 53 % Orders Requiring ReworkF-OE-3d 54 % Orders Pending Error FixF-OE-6 55 % Cost of Future Infrastructure Build, of RevenueG-RM-1 1 ProfitabilityG-RM-1b 2 Average Revenue per User (ARPU)G-RM-2 3 % Opex, of CapexG-RM-3 4 % Opex, of RevenueG-RM-4 5 % Revenue, by Bearer Service and Application TypeG-RM-4b 6 % Revenue, by Voice ServicesG-RM-4c 7 % Revenue, by Data ServicesG-RM-5a 8 % Customers AcquiredG-RM-5b 9 % Customers LostG-RM-CA-PEa 105 % Cost Recovered, of RevenueG-RM-CA-PEb 106 % Cost Detected and Not Recovered, of RevenueG-RM-RA-DQa 23 % Data Records ValidatedG-RM-RA-DQb 24 % Customers ReconciledG-RM-RA-DQc 25 % Data Records MisalignedG-RM-RA-DQd 26 % Customers MisalignedG-RM-RA-PEa 16 % Revenue RecoveredG-RM-RA-PEb 17 $ Revenue RecoveredG-RM-RA-PEc 18 % Revenue RecoverableG-RM-RA-PEd 19 $ Revenue RecoverableG-RM-RA-PEe 20 # Days per Revenue Recovery CaseG-RM-RA-PEf 21 % XDRs Successfully Recovered and Billed After RecyclingG-RM-RA-PEg 22 % Revenue Recovered and Recoverable



G-RM-RA-RLb 10 % Revenue UnbilledG-RM-RA-RLc 11 $ Revenue UnbilledG-RM-RA-RLe 12 % XDRs for BillingG-RM-RA-RLg 13 % Cost of Stranded and Unused Assets, of RevenueG-RM-RA-RLh 14 % Settlement Reports AcceptedG-RM-RA-RLj 15 % Revenue OverbilledG-RM-RA-RLk 104 $ Revenue OverbilledO-OE-2a 103 # Hours per Pricing Change



3.3. Business Metrics, Sorted by Metric Name

Name Code ID# Activations 249# Activations (2) 250# Activations Completed 224# Activations Completed by Committed Date 120# Activations Failed 152# Bill Processing Faults Resolved 214# Bills 215# Bills Issued 211# Bills Issued (2) 217# Bills Issued (3) 216# Bills Issued, by Delivery Type 161# Bills Paid Electronically 218# Bills Produced 219# Bills Produced (2) 163# Bills Produced (3) 220# Bills Requiring Adjustments Initiated by Customer 221# Bills Requiring Adjustments Initiated Internally 222# Bills Requiring Manual Intervention 162# Bills Sent Electronically 223# Bills with Error 151# Cases of Recovered Revenue 248# Customer Calls Abandoned 164# Customer Calls Inbound 238# Customer Contacts 225# Customer Contacts (2) 227# Customer Contacts About Billing 212# Customer Contacts About Billing per Bill B-CE-4e 84# Customer Contacts About Re-reported Customer Incidents 167# Customer Contacts About Usability of Installed Service 170# Customer Contacts About Usability of Installed Service per Activation F-CE-3 40# Customer Contacts, by Contact Type 166# Customer Contacts, by Request Type 169# Customer Incidents Closed 239# Customer Incidents Resolved 119# Customer Payments 228# Customer Payments (2) 110# Customer Payments, by Payment Type 109# Customer Requests 229# Customer Requests (2) 230# Customer Requests (3) 147# Customer Requests (4) 172# Customer Requests (x1000) 171# Customer Requests (x1000) per Customer CM-CE-3a 31# Customer Requests Handled to Completion on First Call 198# Customer Transactions 255# Customers 199# Customers (2) 213



# Customers (3) 231# Customers (4) 253# Customers Acquired 181# Customers at Start of Month 232# Customers at Start of Month (2) 233# Customers Included in Reconciliation 173# Customers Lost 182# Customers Misaligned 241# Customers with SLA 174# Data Records 234# Data Records Misaligned 242# Data Records Validated 266# Days from Bill Cycle Close to Bill Dispatch 207# Days per Billing Error B-OE-3b 97# Days per Billing Error (2) 149# Days per Revenue Recovery Case G-RM-RA-PEe 20# Days to Prepare Bills B-OE-2a 90# Fulfillment Issues 235# Hours for All Billing Processing Faults to Resolution 144# Hours for All Bills, from Bill Cycle Close to Bill Dispatch 139# Hours for All Customer Payments, from Receipt to Posted in Billing 141# Hours for All Fulfillment Issues Resolved 134# Hours for All Installations Committed, Between Customer Required and Committed Dates 194# Hours for All Orders, from Activation to Bill Dispatch 142# Hours for All Orders, from Bill Dispatch to Cash Received 136# Hours for All Orders, from Ordering to Acceptance 197# Hours for All Orders, from Ordering to Activation 140# Hours for All Orders, from Ordering to Activation, by Process Type 129# Hours for All Pricing Changes, from Approval to Ready for Customer Sale 195# Hours for All Repair 209# Hours for All Repair and Maintenance 262# Hours for All Service Problem Resolutions, by Process Type 200# Hours per Bill Processing Fault Resolution B-OE-2f 95# Hours per Bill, from Bill Cycle Close to Bill Dispatch B-CE-2b 80# Hours per Customer Payment, from Receipt to Posted in Billing B-OE-2e 94# Hours per Fulfillment Issue F-OE-3b 52# Hours per Installation Committed, Between Customer Required and Committed Dates F-CE-2b 38# Hours per Order, from Activation to Bill Dispatch B-OE-2c 92# Hours per Order, from Bill Dispatch to Cash Received B-OE-2d 93# Hours per Order, from Ordering to Acceptance F-CE-2a 37# Hours per Order, from Ordering to Activation F-OE-2a 49# Hours per Order, from Ordering to Activation, by Process Type F-OE-2b 50# Hours per Pricing Change O-OE-2a 103# Hours per Service Problem Resolution, by Process Type A-OE-2b 70# Installations 175# Installations Committed 240# Minutes for All Actual Service Uptime 272# Minutes for All Contracted Service Uptime 273# Minutes for All Contracted Service Uptime (2) 263# Minutes for All Customer Incidents, from Reported to Resolved 208# Minutes for All Customer Request Handling 138# Minutes for All Customer Transactions to Information Posted 143# Minutes for All Problem Reports to Service Restoration 135



# Minutes for All Service Outages 274# Minutes per Customer Incident Resolution, by Customer Type A-CE-2b 57# Minutes per Customer Incident Resolution, by Severity Type A-CE-2a 56# Minutes per Customer Transaction B-CE-2a 79# Minutes per Service Problem Resolution A-OE-2a 69# Months for All Revenue Recovery Cases 196# NOC FTEs Assigned to Problem Resolution 243# Orders 252# Orders (2) 226# Orders Accepted by Customer 165# Orders Accepted by Customer (2) 177# Orders Failed Within 28 Days 168# Orders Requiring Rework, from Ordering to Activation 159# Orders with Errors 236# Orders with Pending Error Fixes 237# Pre-paid Customers Erroneously Identified as Post-paid 111# Pricing Changes 244# Problem Reports 245# Problem Reports (2) 246# Problem Reports (3) 247# Problem Reports Actually Closed in Compliance with SLA 114# Problem Reports Closed 126# Problem Reports Closed (2) 278# Problem Reports Closed (3) 113# Problem Reports Closed, by Cause Type 112# Problem Reports Due to be Closed in Compliance with SLA 115# Problem Reports from Customers 116# Problem Reports per NOC FTE A-OE-6a 74# Problem Reports Resolved by Committed Date 117# Problem Reports Resolved to Customer Satisfaction 118# Seconds for All Customer Call Waiting Time 137# Service Problems Resolved 122# Service Problems Resolved (2) 121# Settlement Reports 254# Settlement Reports Verified and Accepted 269# SLA Violations 123# SLA Violations per SLA A-CE-6a 63# SLAs 251# Times Billing Suspense Files Recycled per Month B-OE-3f 101# Times Billing Suspense Files Recycled per Month (2) 125# Users 124# XDRs 256# XDRs (2) 257# XDRs Falling into Suspense 127# XDRs for Billing 160# XDRs from Network 176# XDRs Recovered, Processed and Billed After Recycling 128$ Capex 179$ Collectable Debt Written Off 180$ Cost Leakage Detected and Not Recovered 271$ Cost Leakage Detected and Recovered 270$ Cost of Assurance 203$ Cost of Assurance per Service Problem Resolved A-OE-1f 68



$ Cost of Billing 155$ Cost of Billing Errors 157$ Cost of Billing per Bill B-OE-1f 89$ Cost of Channel 258$ Cost of Collections 156$ Cost of Customer Management 204$ Cost of Customer Management per Customer Request CM-OE-1f 36$ Cost of Fulfillment 153$ Cost of Fulfillment (2) 205$ Cost of Fulfillment (3) 265$ Cost of Fulfillment per Installation F-OE-1f 48$ Cost of Sales 154$ Cost of SLA Management 192$ Cost of Stranded and Unused Assets 206$ Operating Income 183$ Opex 186$ Revenue 193$ Revenue (2) 259$ Revenue (3) 185$ Revenue (4) 261$ Revenue (5) 187$ Revenue (6) 184$ Revenue Billed 202$ Revenue Collected 260$ Revenue for Services Newly Fulfilled 210$ Revenue Leakage Discovered and Recoverable 267$ Revenue Leakage Discovered and Recoverable (2) 268$ Revenue Overbilled G-RM-RA-RLk 104$ Revenue Overbilled (2) 130$ Revenue Recoverable G-RM-RA-PEd 19$ Revenue Recovered G-RM-RA-PEb 17$ Revenue Recovered (2) 131$ Revenue Recovered and Recoverable 158$ Revenue Unbilled G-RM-RA-RLc 11$ Revenue Unbilled and Underbilled 264$ Revenue, by Bearer Service and Application Type 191$ Revenue, by Channel Type 132$ Revenue, by Channel Type (2) 188$ Revenue, by Data Services 189$ Revenue, by Voice Services 190$ Value of Account Receivables 133$ Value of Billing Charges from Previous Billing Cycle 148$ Value of Bills 145$ Value of Bills Unpaid 146$ Value of Current Billing Charges 201$ Value of Future Infrastructure Build 178$ Value of Sales per Day 150% Activations Failed F-CE-4 41% Assurance Time for Repair A-OE-3b 72% Bills Adjusted B-CE-4d 83% Bills Adjusted Internally B-CE-4f 85% Bills Delivered, by Delivery Type B-CE-1a 75% Bills Inaccurate B-CE-4c 82



% Bills Issued Electronically B-CE-1c 77% Bills Requiring Manual Intervention B-OE-1b 87% Collectable Debt Written Off, of Revenue Collected B-OE-3d 99% Cost Detected and Not Recovered, of Revenue G-RM-CA-PEb 106% Cost of Assurance, of Opex A-OE-1b 66% Cost of Assurance, of Revenue A-OE-1a 65% Cost of Billing Errors, of Revenue Billed B-OE-3a 96% Cost of Billing, of Revenue Billed B-OE-1a 86% Cost of Collections, of Revenue Billed B-OE-1c 88% Cost of Customer Management, of Opex CM-OE-1b 35% Cost of Customer Management, of Revenue CM-OE-1a 34% Cost of Fulfillment, of New Revenue F-OE-1a 43% Cost of Fulfillment, of Opex F-OE-1c 45% Cost of Future Infrastructure Build, of Revenue F-OE-6 55% Cost of Sales, of Revenue F-OE-1b 44% Cost of SLA Management, of Revenue A-OE-1c 67% Cost of Stranded and Unused Assets, of Revenue G-RM-RA-RLg 13% Cost Recovered, of Revenue G-RM-CA-PEa 105% Customer Calls Abandoned CM-CE-5 33% Customer Contacts Received, by Channel Type CM-CE-1 27% Customer Incidents Reported More than Once A-CE-4a 59% Customer Payments Received Electronically B-CE-1d 78% Customer Payments, by Payment Type B-CE-1b 76% Customer Requests Received, by Request Type CM-CE-3b 32% Customers Acquired G-RM-5a 8% Customers Lost G-RM-5b 9% Customers Misaligned G-RM-RA-DQd 26% Customers Reconciled G-RM-RA-DQb 24% Customers Who Are Detractors (Relational) 282% Customers Who Are Detractors (Transactional) 285% Customers Who Are Promoters (Relational) 281% Customers Who Are Promoters (Transactional) 284% Customers with SLA A-CE-4b 60% Data Records Misaligned G-RM-RA-DQc 25% Data Records Validated G-RM-RA-DQa 23% Opex, of Capex G-RM-2 3% Opex, of Revenue G-RM-3 4% Orders Delivered by Committed Date F-CE-2c 39% Orders Failed With 28 Days F-CE-4b 42% Orders Pending Error Fix F-OE-3d 54% Orders Requiring Rework F-OE-3c 53% Orders Requiring Rework, by Cause Type F-OE-3a 51% Pre-paid Customers Erroneously Identified as Post-paid B-OE-3g 102% Problem Reports from Customers A-CE-4c 61% Problem Reports Resolved by Due Date A-CE-2c 58% Problem Reports Resolved Within SLA Time Requirements A-CE-6b 64% Problem Reports, by Cause Type A-OE-3a 71% Revenue Overbilled G-RM-RA-RLj 15% Revenue Recoverable G-RM-RA-PEc 18% Revenue Recovered G-RM-RA-PEa 16% Revenue Recovered and Recoverable G-RM-RA-PEg 22% Revenue Unbilled G-RM-RA-RLb 10% Revenue, by Bearer Service and Application Type G-RM-4 5



% Revenue, by Channel Type F-OE-1d 46% Revenue, by Data Services G-RM-4c 7% Revenue, by Voice Services G-RM-4b 6% Revenue, of Operating Cost, by Channel Type F-OE-1e 47% Settlement Reports Accepted G-RM-RA-RLh 14% Value of Billing Charges from Previous Cycle B-CE-4a 81% Value of Bills Unpaid B-OE-3e 100% XDRs Falling into Suspense B-OE-3c 98% XDRs for Billing G-RM-RA-RLe 12% XDRs Successfully Recovered and Billed After Recycling G-RM-RA-PEf 21Average Handle Time CM-CE-2b 29Average Hold Time CM-CE-2a 28Average Revenue per User (ARPU) G-RM-1b 2Days Sales Outstanding (DSO) B-OE-2b 91First Call Resolution (FCR) CM-CE-2c 30Mean Time Between Failures (MTBF) A-OE-3c 73Mean Time to Repair (MTTR) 277Net Promoter Score, Relational (NPS-R) CM-CE-6a 107Net Promoter Score, Relational (NPS-R) (2) 280Net Promoter Score, Transactional (NPS-T) CM-CE-6b 108Net Promoter Score, Transactional (NPS-T) (2) 283One 279Profitability G-RM-1 1Revenue System Size 276Revenue System Uptime 275Service Availability A-CE-5 62



3.4. Business Metrics, Sorted by XLS Name

XLS Name ID Codeactivations 249activations.2 250activations.completed 224activations.completed_by_committed_date 120activations.failed 152billing_suspense_files.recycled.per.month 101 B-OE-3fbilling_suspense_files.recycled.per.month.2 125bills 215bills.issued 211bills.issued.2 217bills.issued.3 216bills.issued.by.delivery.type 161bills.paid_electronically 218bills.produced 219bills.produced.2 163bills.produced.3 220bills.requiring_adjustments.customer 221bills.requiring_adjustments.internal 222bills.requiring_manual_intervention 162bills.sent_electronically 223bills.with_error 151capex 179cases.recovered_revenue 248collectable_debt_written_off 180cost.assurance 203cost.assurance.per.service_problem.resolved 68 A-OE-1fcost.billing 155cost.billing.per.bill 89 B-OE-1fcost.billing_errors 157cost.channel 258cost.collections 156cost.customer_management 204cost.customer_management.per.customer_request 36 CM-OE-1fcost.fulfillment 153cost.fulfillment.2 205cost.fulfillment.3 265cost.fulfillment.per.installation 48 F-OE-1fcost.future_infrastructure_build 178cost.leakage.detected_and_not_recovered 271cost.leakage.detected_and_recovered 270cost.sales 154cost.sla_management 192cost.stranded_and_unused_assets 206customer_calls.abandoned 164customer_calls.inbound 238customer_contacts 225customer_contacts.2 227



customer_contacts.billing 212customer_contacts.billing.per.bill 84 B-CE-4ecustomer_contacts.by.contact.type 166customer_contacts.by.request.type 169customer_contacts.rereported_customer_incidents 167customer_contacts.usability_of_installed_service 170customer_contacts.usability_of_installed_service.per.activation 40 F-CE-3customer_incidents.closed 239customer_incidents.resolved 119customer_payments 228customer_payments.2 110customer_payments.by.payment.type 109customer_requests 229customer_requests.2 230customer_requests.3 147customer_requests.4 172customer_requests.handled_to_completion_on_first_call 198customer_requests.x.1000 171customer_requests.x.1000.per.customer 31 CM-CE-3acustomer_transactions 255customers 199customers.2 213customers.3 231customers.4 253customers.acquired 181customers.included_in_reconciliation 173customers.lost 182customers.misaligned 241customers.prepaid.erroneously_identified_as_postpaid 111customers.start_of_month 232customers.start_of_month.2 233customers.with_sla 174data_records 234data_records.misaligned 242data_records.validated 266days.all.billing_errors 149days.from.bill_cycle_close.to.bill_dispatch 207days.per.billing_error 97 B-OE-3bdays.per.revenue_recovery_case 20 G-RM-RA-PEedays.to_prepare_bills 90 B-OE-2afulfillment_issues 235hours.all.billing_processing_faults.to.resolution 144hours.all.bills.from.bill_cycle_close.to.bill_dispatch 139hours.all.customer_payments.from.receipt.to.posted_in_billing 141hours.all.fulfillment_issues.resolved 134hours.all.installations.committed.between.crd.and.ccd 194hours.all.orders.from.activation.to.bill_dispatch 142hours.all.orders.from.bill_dispatch.to.cash_received 136hours.all.orders.from.ordering.to.activation 140hours.all.orders.from.ordering.to.activation.by.process.type 129hours.all.orders.fromm.ordering.to.acceptance 197hours.all.pricing_changes.from.approval.to.ready_for_customer_sale 195hours.all.repair 209



hours.all.repair_and_maintenance 262hours.all.service_problem_resolutions.by.process.type 200hours.per.bill.from.bill_cycle_close.to.bill_dispatch 80 B-CE-2bhours.per.bill_processing_fault_resolution 95 B-OE-2fhours.per.customer_payment.from.receipt.to.posted_in_billing 94 B-OE-2ehours.per.fulfillment_issue 52 F-OE-3bhours.per.installation.committed.between.crd.and.ccd 38 F-CE-2bhours.per.order.from.activation.to.bill_dispatch 92 B-OE-2chours.per.order.from.bill_dispatch.to.cash_received 93 B-OE-2dhours.per.order.from.ordering.to.acceptance 37 F-CE-2ahours.per.order.from.ordering.to.activation 49 F-OE-2ahours.per.order.from.ordering.to.activation.by.process.type 50 F-OE-2bhours.per.pricing_change 103 O-OE-2ahours.per.service_problem_resolution.by.process.type 70 A-OE-2binstallations 175installations.committed 240minutes.all.customer_incidents.from.reported.to.resolved 208minutes.all.customer_request.handling 138minutes.all.customer_transactions.to.information_posted 143minutes.all.problem_reports.service_restoration 135minutes.all.service.outages 274minutes.all.service_uptime.actual 272minutes.all.service_uptime.contracted 273minutes.all.service_uptime.contracted.2 263minutes.per.customer_incident.resolution.by.customer.type 57 A-CE-2bminutes.per.customer_incident.resolution.by.severity.type 56 A-CE-2aminutes.per.customer_transaction.posted 79 B-CE-2aminutes.per.service_problem.resolution 69 A-OE-2amonths.all.revenue_recovery_cases 196noc_ftes.assigned_to_problem_resolution 243operating_income 183opex 186orders 252orders.2 226orders.accepted 165orders.accepted.2 177orders.fail_within_28_days 168orders.requiring_rework.from.ordering.to.activation 159orders.with_errors 236orders.with_pending_error_fixes 237pct.activations.failed 41 F-CE-4pct.assurance_time.repair 72 A-OE-3bpct.bills.adjusted 83 B-CE-4dpct.bills.adjusted_internally 85 B-CE-4fpct.bills.delivered.by.delivery.type 75 B-CE-1apct.bills.inaccurate 82 B-CE-4cpct.bills.issued_electronically 77 B-CE-1cpct.bills.requiring_manual_intervention 87 B-OE-1bpct.collectable_debt_written_off.of.revenue.collected 99 B-OE-3dpct.cost.assurance.of.opex 66 A-OE-1bpct.cost.assurance.of.revenue 65 A-OE-1apct.cost.billing.of.revenue.billed 86 B-OE-1apct.cost.billing_errors.of.revenue.billed 96 B-OE-3a



pct.cost.collections.of.revenue.billed 88 B-OE-1cpct.cost.customer_management.of.opex 35 CM-OE-1bpct.cost.customer_management.of.revenue 34 CM-OE-1apct.cost.detected_and_not_recovered.of.revenue 106 G-RM-CA-PEbpct.cost.fulfillment.of.opex 45 F-OE-1cpct.cost.fulfillment.per.revenue.new 43 F-OE-1apct.cost.recovered.of.revenue 105 G-RM-CA-PEapct.cost.sales.of.revenue 44 F-OE-1bpct.cost.sla_management.of.revenue 67 A-OE-1cpct.cost.stranded_assets.of.revenue 13 G-RM-RA-RLgpct.customer_calls.abandoned 33 CM-CE-5pct.customer_contacts.by.channel.type 27 CM-CE-1pct.customer_incidents.reported_more_than_once_by_customer 59 A-CE-4apct.customer_payments.by.payment.type 76 B-CE-1bpct.customer_payments.received_electronically 78 B-CE-1dpct.customer_requests.by.request.type 32 CM-CE-3bpct.customers.acquired 8 G-RM-5apct.customers.detractors.relational 282pct.customers.detractors.transactional 285pct.customers.lost 9 G-RM-5bpct.customers.misaligned 26 G-RM-RA-DQdpct.customers.prepaid.identified_as_postpaid 102 B-OE-3gpct.customers.promoters.relational 281pct.customers.promoters.transactional 284pct.customers.reconciled 24 G-RM-RA-DQbpct.customers.with_sla 60 A-CE-4bpct.data_records.misaligned 25 G-RM-RA-DQcpct.data_records.validated 23 G-RM-RA-DQapct.future_infrastructure_build.of.revenue 55 F-OE-6pct.opex.of.capex 3 G-RM-2pct.opex.of.revenue 4 G-RM-3pct.orders.delivered_by_committed_date 39 F-CE-2cpct.orders.failed.28days 42 F-CE-4bpct.orders.pending_error_fix 54 F-OE-3dpct.orders.requiring_rework 53 F-OE-3cpct.orders.requiring_rework.by.cause.type 51 F-OE-3apct.problem_reports.by.cause.type 71 A-OE-3apct.problem_reports.from_customers 61 A-CE-4cpct.problem_reports.resolved.sla_time 64 A-CE-6bpct.problem_reports.resolved_by_due_date 58 A-CE-2cpct.revenue.by.channel.type 46 F-OE-1dpct.revenue.by.data_services 7 G-RM-4cpct.revenue.by.service_or_app.type 5 G-RM-4pct.revenue.by.voice_services 6 G-RM-4bpct.revenue.of.operating_cost.by.channel.type 47 F-OE-1epct.revenue.overbilled 15 G-RM-RA-RLjpct.revenue.recoverable 18 G-RM-RA-PEcpct.revenue.recovered 16 G-RM-RA-PEapct.revenue.recovered_and_recoverable 22 G-RM-RA-PEgpct.revenue.unbilled 10 G-RM-RA-RLbpct.settlement_reports.accepted 14 G-RM-RA-RLhpct.sla_violations.per.sla 63 A-CE-6apct.value.billing_charges.from_previous_cycle 81 B-CE-4a



pct.value.bills.unpaid 100 B-OE-3epct.xdrs.billing 12 G-RM-RA-RLepct.xdrs.recovered_and_billed 21 G-RM-RA-PEfpct.xdrs.suspense 98 B-OE-3cpricing_changes 244problem_reports 245problem_reports.2 246problem_reports.3 247problem_reports.actually_closed.within_sla 114problem_reports.closed 126problem_reports.closed.2 278problem_reports.closed.3 113problem_reports.closed.by.cause.type 112problem_reports.due_closed.within_sla 115problem_reports.from_customers 116problem_reports.per.noc_fte 74 A-OE-6aproblem_reports.resolved 118problem_reports.resolved.committed_date 117process.billing.faults.resolved 214revenue 193revenue.2 259revenue.3 185revenue.4 261revenue.5 187revenue.6 184revenue.billed 202revenue.by.channel.type 132revenue.by.channel.type.2 188revenue.by.data_services 189revenue.by.service_or_app.type 191revenue.by.voice_services 190revenue.collected 260revenue.leakage.discovered_and_recovered 267revenue.leakage.discovered_and_recovered.2 268revenue.leakage.recoverable 19 G-RM-RA-PEdrevenue.leakage.recovered 17 G-RM-RA-PEbrevenue.leakage.recovered.2 131revenue.leakage.recovered_and_recoverable 158revenue.new 210revenue.overbilled 104 G-RM-RA-RLkrevenue.overbilled.2 130revenue.unbilled 11 G-RM-RA-RLcrevenue.unbilled_and_underbilled 264seconds.all.customer_call.waiting_time 137service_problems.resolved 122service_problems.resolved.2 121settlement_reports 254settlement_reports.accepted 269sla_violations 123slas 251special.arpu 2 G-RM-1bspecial.average_handle_time 29 CM-CE-2bspecial.average_hold_time 28 CM-CE-2a



special.dso 91 B-OE-2bspecial.fcr 30 CM-CE-2cspecial.mtbf 73 A-OE-3cspecial.mttr 277special.nps.relational.2 280special.nps.transactional.2 283special.nps_relational 107 CM-CE-6aspecial.nps_transactional 108 CM-CE-6bspecial.one 279special.profitability 1 G-RM-1special.revenue_system_size 276special.revenue_system_uptime 275special.service_availability 62 A-CE-5users 124value.ar 133value.billing_charges.current 201value.billing_charges.previous_billing_cycle 148value.invoices 145value.invoices.unpaid 146value.sales.per.day 150xdrs 256xdrs.2 257xdrs.billing 160xdrs.network 176xdrs.recovered_and_billed 128xdrs.suspense 127



Appendix A: Administrative Information

A.1. Version History

This section records the changes between this and the previous document version as it is edited by the team concerned.

Version Date Author CommentsBM 1001 V1.0

Nov. 1, 2011 Business Metrics & Scaffold Team Beta

BM 1001 1.5

Mar. 6, 2012 Business Metrics & Scaffold Team: Alcatel-Lucent: Deepak Kanwar Amdocs: Joseph Keirnan CISCO: Tony Verspecht eTezeract: Toni Graham Hewlett-Packard: Bill Zimmer OSI: Randy Custeau TM Forum: Beryl Graham

Updated:Metric Development & Approval ProcessesDeleted:Modifying Detail extraction

GB935-A V7.0

Mar 15, 2013 Robert Bratulic, IBM First version; listings generated from metrics library spreadsheet macros. Metrics names have been standardized (legacy name captured as a field)

V7.1 Nov 5, 2013 Alicja Kawecki Updated cover (incl addition of IPR Mode) and Notice to reflect TM Forum Approved status

A.2.Release History

This section records the changes between this and the previous document version as it is edited by the team concerned. Note: this is an incremental number which does not have to match the release number.

Version Date Author CommentsGB935-A R13.0

Mar 15, 2013 IBM: Robert Bratulic First version; listings generated from metrics library spreadsheet macros. Metrics names have been standardized (legacy name captured as a field)



A.3. Document Family and Related Documents

Document Name Revision/Date

TM Forum GB935: Concepts & Principles V7.0 / Apr 2013

TM Forum GB935-A: Addendum A: Business Metric Specifications V7.0 / Apr 2013

TM Forum GB935-B: Addendum B: Business Metric Development Guide V7.0 / Apr 2013

TM Forum Business Metrics Poster V7.0 / Apr 2013


GB935-A Business Metric Specifications-V7 1

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