This document discusses key performance indicators (KPIs) for measuring customer experience. It provides information on developing KPIs, including defining objectives, identifying key result areas and tasks, and determining methods to measure results. The document outlines common mistakes in creating KPIs, such as having too many KPIs, and emphasizes linking KPIs to strategy and empowering employees. Finally, it describes different types of KPIs, such as process, input, output, leading, lagging, outcome, qualitative and quantitative KPIs.
A Scorecard of Key Performance Indicators of Cellular Operators in the Arab W...Arab Advisors Group
Arab cellular lines grew by 17% in the first nine months of 2009
By end of September 2009, 47 mobile operators in seventeen Arab countries served 241.3 million cellular subscribers up from 206.9 million at year-end 2008, a growth of 16.6% over year-end 2008. A new report from Arab Advisors Group analyzes and ranks cellular operators in the Arab World by end of September 2009. MobiNil (Egypt), Vodafone Egypt (Egypt) and STC (Saudi Arabia), were the largest Arab cellular operators in terms of subscriber bases by end of September 2009.
Between October 2008 and December 2009, three new cellular operators and three MVNOs launched their operations in the Arab World. With the advent of new operators and increased competition, cellular subscribers in seventeen Arab countries reached 241.3 million by end of September 2009. MobiNil and Vodafone Egypt ranked first and second, with 23.4 million and 22.1 million subscribers, respectively. STC in Saudi Arabia ended the first nine months of 2009 with 20 million subscribers, settling as the third largest mobile operator in the Arab region. UAE recorded the highest cellular penetration rate by September 2009 which stood at an estimated 193.5% followed by Saudi Arabia at 165.5%.
A new report, “A Scorecard of Key Performance Indicators of Cellular Operators in the Arab World” was released to the Arab Advisors Group’s Telecoms Strategic Research Service subscribers on March 3, 2010. This report can be purchased from the Arab Advisors Group for only US$ 1,000. The 47-page report, which contains 32 detailed exhibits, provides a comprehensive analysis of the Key Performance Indicators (KPIs) of the mobile operators in the Arab World. The KPIs are for the year 2008 and September 2009. The report covers 48 operators in eighteen countries -for the period ending September 2009- namely: Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Mauritania, Morocco, Oman, Palestine, Qatar, Saudi Arabia, Syria, Sudan, Tunisia, UAE and Yemen.
The report offers analytical comparisons between the service providers, by examining their performance in terms of absolute number of subscribers, penetration rates, market shares, revenues, monthly Average Revenue Per User (ARPU) and key financial ratios. Please contact the Arab Advisors Group to get a copy of the report's Table of Contents.
“Cellular markets are liberalized in the nineteen Arab countries covered by the Arab Advisors Group. The Qatari cellular market was the last to welcome competition. The cellular service monopoly in Qatar came to an end with Vodafone Qatar Foundation Consortium commercially launching its services in July 2009.” Mrs. Faten Bader, Senior Research Analyst at Arab Advisors Group wrote in the report. “Between October 2008 and December 2009, three cellular operators and three MVNOs launched their operations in the Arab World. These operators launched in countries with relatively high cellular penetration rates compared to the rest of the Arab countries. These operators are: Zain in Saudi Arabia, Viva (STC) in Kuwait, Vodafone in Qatar and three MVNOs (Renna Telecom, Friendi Mobile and Mazoon Mobile) in Oman.” Ms. Danya Nusseir, Senior Research Analyst at Arab Advisors Group added.
Any investment in this report will count towards an annual Strategic Research Service subscription should the service be acquired within three months from purchasing the report.
An investment in the report can also count towards attending Arab Advisors' 7th annual Media and Telecoms Convergence Conference on June 7 & 8, 2010 at the Four Seasons in Amman. More information on the conference can be viewed on http://www.arabadvisors.com/Convergence/schedule.htm
The Arab Advisors Group’s team of analysts in the region has produced over 1,850 reports on the Arab World’s communications and media markets. The reports can be purchased individually or received through an annual subscription to Arab Advisors Group’s (www.araba
A Scorecard of Key Performance Indicators of Cellular Operators in the Arab W...Arab Advisors Group
Arab cellular lines grew by 17% in the first nine months of 2009
By end of September 2009, 47 mobile operators in seventeen Arab countries served 241.3 million cellular subscribers up from 206.9 million at year-end 2008, a growth of 16.6% over year-end 2008. A new report from Arab Advisors Group analyzes and ranks cellular operators in the Arab World by end of September 2009. MobiNil (Egypt), Vodafone Egypt (Egypt) and STC (Saudi Arabia), were the largest Arab cellular operators in terms of subscriber bases by end of September 2009.
Between October 2008 and December 2009, three new cellular operators and three MVNOs launched their operations in the Arab World. With the advent of new operators and increased competition, cellular subscribers in seventeen Arab countries reached 241.3 million by end of September 2009. MobiNil and Vodafone Egypt ranked first and second, with 23.4 million and 22.1 million subscribers, respectively. STC in Saudi Arabia ended the first nine months of 2009 with 20 million subscribers, settling as the third largest mobile operator in the Arab region. UAE recorded the highest cellular penetration rate by September 2009 which stood at an estimated 193.5% followed by Saudi Arabia at 165.5%.
A new report, “A Scorecard of Key Performance Indicators of Cellular Operators in the Arab World” was released to the Arab Advisors Group’s Telecoms Strategic Research Service subscribers on March 3, 2010. This report can be purchased from the Arab Advisors Group for only US$ 1,000. The 47-page report, which contains 32 detailed exhibits, provides a comprehensive analysis of the Key Performance Indicators (KPIs) of the mobile operators in the Arab World. The KPIs are for the year 2008 and September 2009. The report covers 48 operators in eighteen countries -for the period ending September 2009- namely: Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Mauritania, Morocco, Oman, Palestine, Qatar, Saudi Arabia, Syria, Sudan, Tunisia, UAE and Yemen.
The report offers analytical comparisons between the service providers, by examining their performance in terms of absolute number of subscribers, penetration rates, market shares, revenues, monthly Average Revenue Per User (ARPU) and key financial ratios. Please contact the Arab Advisors Group to get a copy of the report's Table of Contents.
“Cellular markets are liberalized in the nineteen Arab countries covered by the Arab Advisors Group. The Qatari cellular market was the last to welcome competition. The cellular service monopoly in Qatar came to an end with Vodafone Qatar Foundation Consortium commercially launching its services in July 2009.” Mrs. Faten Bader, Senior Research Analyst at Arab Advisors Group wrote in the report. “Between October 2008 and December 2009, three cellular operators and three MVNOs launched their operations in the Arab World. These operators launched in countries with relatively high cellular penetration rates compared to the rest of the Arab countries. These operators are: Zain in Saudi Arabia, Viva (STC) in Kuwait, Vodafone in Qatar and three MVNOs (Renna Telecom, Friendi Mobile and Mazoon Mobile) in Oman.” Ms. Danya Nusseir, Senior Research Analyst at Arab Advisors Group added.
Any investment in this report will count towards an annual Strategic Research Service subscription should the service be acquired within three months from purchasing the report.
An investment in the report can also count towards attending Arab Advisors' 7th annual Media and Telecoms Convergence Conference on June 7 & 8, 2010 at the Four Seasons in Amman. More information on the conference can be viewed on http://www.arabadvisors.com/Convergence/schedule.htm
The Arab Advisors Group’s team of analysts in the region has produced over 1,850 reports on the Arab World’s communications and media markets. The reports can be purchased individually or received through an annual subscription to Arab Advisors Group’s (www.araba
This is an overview of the concept of Telecom Performance Management System for Tier-1 and Tier-2 operators.
The main features of this concept are:
- full coverage of all TMN model layers
- the ability for extension to full FCAPS model
- integration with any third-party systems
- distributed and fault-tolerant database model optimized for very large data volumes
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Key Performance Indicators (KPIs) should be used to understand performance and drive better decision-making. However, most companies struggle to find the vital few KPIs. Here is a list of the 25 top KPIs is use today.
1. customer experience kpi
In this ppt file, you can ref materials for customer experience kpi such as list of
KPIs, performance appraisal metrics, job skills, KRAs, BSC…
For more customer experience kpi materials such as free 4 ebooks below,
please visit: kpi123.com
• List of free 2436 KPIs
• Top 28 performance appraisal forms
• 11 performance appraisal methods
• 1125 performance review phrases
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
2. Steps to create KPIs
1. To build KPI system for this position, you can
follow the steps below:
2. Define operational objectives for Construction
technician monthly, quarterly, 6 months, yearly.
3. Identify Key Result Areas for the Construction
technician.
4. Identify tasks list.
5. Determine work procedure for each KRA, each
task.
6. Identify methods to measure the results of each
KRA, task, procedure.
7. Create Construction technician KPIs
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
3. Mistakes in creating KPIs
Building KPI system plays an important role in
evaluating job performance of individual parts,
divisions and the company’s objectives and
performance management system in general. The
development of KPI metrics help to create
measurement systems, information systems
throughout the organization.
1. When building KPI system, you should note the
following factors:
2. Do not create too many KPI, KPI be built around
3-5 KRAs.
3. KPI should change to suit each stage (depending
on your goals).
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
4. How to design KPIs
1. KPIs should be clearly linked to the
strategy, i.e. the things that matter the
most.
2. KPIs have to provide the answers to
our most important questions.
3. KPIs should be primarily designed to
empower employees and provide them
with the relevant information to learn.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
5. Interview questions and answers – free download/ pdf and ppt file
Types of KPIs:
1. Process KPIs - measure the efficiency or
productivity of a business process. Examples -
Days to deliver an order.
2. Input KPIs - measure assets and resources
invested in or used to generate business results.
Examples - Dollars spent on research and
development, Funding for employee training,
Quality of raw materials.
3. Output KPIs - measure the financial and
nonfinancial results of business activities.
Examples - Revenues, Number of new
customers acquired.
4. Leading KPI - measure activities that have a
significant effect on future performance. Drive
the performance of the outcome measure, being
predictor of success or failure.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
6. Types of KPIs (continue…):
5. Lagging KPI - is a type of indicator that reflect
the success or failure after an event has been
consumed. Such as most financial KPIs, measure
the output of past activity.
6. Outcome KPI - Reflects overall results or
impact of the business activity in terms of
generated benefits, as a quantification of
performance. Examples are customer retention,
brand awareness.
7. Qualitative KPI - A descriptive characteristic,
an opinion, a property or a trait. Examples are
employee satisfaction through surveys which
gives a qualitative report.
8. Quantitative KPI - A measurable characteristic,
resulted by counting, adding, or averaging
numbers. Quantitative data is most common in
measurement and therefore forms the backbone
of most KPIs.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file
7. Types of KPIs (continue…):
5. Lagging KPI - is a type of indicator that reflect
the success or failure after an event has been
consumed. Such as most financial KPIs, measure
the output of past activity.
6. Outcome KPI - Reflects overall results or
impact of the business activity in terms of
generated benefits, as a quantification of
performance. Examples are customer retention,
brand awareness.
7. Qualitative KPI - A descriptive characteristic,
an opinion, a property or a trait. Examples are
employee satisfaction through surveys which
gives a qualitative report.
8. Quantitative KPI - A measurable characteristic,
resulted by counting, adding, or averaging
numbers. Quantitative data is most common in
measurement and therefore forms the backbone
of most KPIs.
Top materials: List of free 2436 KPIs, Top 28 performance appraisal forms, 11 performance appraisal methods
Interview questions and answers – free download/ pdf and ppt file