The training is completely
excellent.
excellent.
Mr. Philipp Korostelev, Beeline Moscow
Very clear
explanations.
explanations.
Ms. Tatyana Krasyuk, Life Ukraine
The whole course was
very valuable.
very valuable.
Mr. Sayyid Ali, Dhiraagu Maldives
Trainer's knowledge
is the best.
is the best.
Mr. Daniel Bubu, Cosmote Romania
Trainer was able to answer practical questions.
Mr. Daniel Krolikowski, Play Poland
Excellent trainer's knowledge
and openness for communication.
and openness for communication.
Mr. Dmitrii Kropotov, Tele2 Russia
Trainer is capable to answer all the questions.
Ms. Ana Gheorghe, Vodafone RO
Good logical structure of the course and way of explanation.
Ms. Elena Shevtsova, Beeline, KZ
Seminar entirely for Telecommunication operators. A lot of issues covered.
Ms. Pinelopi Tragoudara, Vodafone GR
A lot of useful materials
and knowledge.
and knowledge.
Mr. Shukhrat Khaydar, UCell
The best training
ever.
ever.
Mr. Timur Zagretdinov, MTT Russia
Excellent course and
instructor.
instructor.
Mr. Nikolay Suetin, Beeline Russia
Very effective training
methods.
methods.
Ms. Erjona Xhemali, AMC Albania
I can proudly recommend
these courses for others as well.
these courses for others as well.
Mr. Tarvo Jammer, Elisa Estonia
Knowledge about GSM switching and signalling come together to a clear picture.
Ms. Anette Chale, mCel Mozambique
Trainers have passion to teach & impart knowledge.
Mr. Kanchan Chitrakar, Ncell Nepal
Trainer is open for comments and
discussion.
discussion.
Ms. Natalya Nerubenko, Life Ukraine
Really practical and very fruitful
training.
training.
Mr. Niroj Raya, NCell Nepal
Perfect course.
Mr. Arseniy Mazanik, Beeline Russia
The course covers all the impacted
areas.
areas.
Ms. Gratia Scanteie, Vodafone, RO
Good class notes and great
examples.
examples.
Mr. Ghaffar Masood, Mobilink Pakistan
Trainer understands local market experience.
Mr. Andrew Sweetman, Wataniya
Regardless of technology I received theoretical and practical answers.
Mr. Kosta Pribiæ, T-Mobile Croatia
Many different people form different operators can share here problems & ideas.
Mr. Omar El-Fiky, Vodafone Egypt
Course covers all important issues and presents with relevant examples.
Mr. Mohamed Kamel, Vodafone Egypt
I feel like the trainer is the best professor and mentor one can have.
Ms. Ledia Meici, AMC Albania
Very well organized training
programmes.
programmes.
Mr. Mihnea Teodorescu, Cosmote, RO
Overwhelming knowledge and expertise. Interactive and enjoyable learning.
Mr. Ashish Shrestha, NCell Nepal
Great teacher with deep knowledge and experience.
Mr. Philippe Wrzecionek, TATA
Good direct connection between course material and real problems.
Mr. Alex Konstantopoulos, Cosmote, GR
Trainer understands local market experience.
Mr. Andrew Sweetman, Wataniya
Unique training covering the most
important areas of my work.
important areas of my work.
Mr. Eldar Mursaqulov, Azercell
Big professionalism and quality
of the trainer.
of the trainer.
Mr. Gagik Shatveryan, Vivacell
Training was above
expectations!
expectations!
Mr. Ariel Haxhiu, Eagle Mobile, AL
Trainer adapted to the expectations
of the audience.
of the audience.
Mr. Antoine Blanchet, Monaco Telecom
More then an excellent level
of the course.
of the course.
Ms. Inessa Mijiferjyan, Vivacell
Everyone gets individual attention
of the trainer.
of the trainer.
Ms. Inga Tomsone, Tele2 Latvia
A good approach
to a complex problems.
to a complex problems.
Ms. Horia Catrinoiu, Vodafone RO
Highly professional trainer with a big practical experience. Friendly and opened.
Ms. Olga Rudnicka, Tele2 Latvia
Course will be very useful
in my daily work.
in my daily work.
Mr. Leopoldino Ferreira, Unitel Angola
Excellent
exercises!
exercises!
Mr. Muhammad Ali, Mobilink Pakistan
Training provides useful methods
to analyze the real protocols.
to analyze the real protocols.
Mr. Seema Karn, NCell Nepal
Experienced trainer.
Excellent descriptions.
Excellent descriptions.
Mr. Ahmad Doar, Mobily, KSA
Experienced trainer. Real cases with references to recommendations.
Mr. David Curkan, T-Mobile Croatia
I am very impressed with the trainer's knowledge and experience.
Mr. Mouin Al Saghir, Vivacell
The training exceeded
my expectations.
my expectations.
Ms. Irida Gjashta, AMC Albania
Amazing, more then excellent, audience-oriented trainer.
Mr. Evgeniy Dmitriev, Astelit Ukraine
Excellent methodology of teaching. Simple and easy to understand training.
Mr. Arben Shabani, PTK Kosovo
I received a lot of useful information
which I use in my work every day.
which I use in my work every day.
Ms. Viktoriya Gusarova, Beeline RU
Deep and detailed topic
analysis.
analysis.
Mr. Mohamed Sabry, Vodafone Egypt
Business Intelligence
Roll-out & Auditing
LTE/EPS & IMS
UMTS, WCDMA & HSPA
GSM & UMTS Signalling
Telecom Basics
Business Key Performance Indicators
| Duration: | 2 days |
| Available as: | in-company and public course |
| Target audience: | middle level managers |
| Public course: |
Who Should Attend?
Members of Customer Care, Controlling or other departments, responsible for valuation calculating efficiency of business processes. Middle level management willing to understand various aspects of KPIs. Support team members monitoring quality of service in various units of the Company.
Course Scope
- KPI definition & overview.
- Role of KPI in organization.
- Simple KPI.
- One vs two- side KPIs.
- Multi-component KPIs.
- Aggregated KPIs.
- KPI frequencies.
- Standard KPIs and their variations.
- Customer care KPIs (service level).
- IT Department KPIs (e.g. system availability).
- Technical Department KPIs (Network failure rate).
- Financial KPI (bad debts, DSO).
- Marketing KPI (e.g. churn, market penetration).
- Sales KPI (e.g. Sales Acquisition Cost).
- KPI managed organization.
- KPI delegation on lower organizational level.
- Processes oriented for KPI measurement.
- System requirement for KPI management.
- Relation between KPI and bonuses.
- SLA (Service Level Agreement) between units.
- Reporting of KPI.
- Data availability and data collection.
- Communication aspects with operational units.
- Generating of reports.
- Approximate vs. exact KPIs.
- Change requests processing and management.
- Single vs. multiple data sources.
- Reporting unit position in organization.
- Single employ KPI reporting.
- Daily, weekly and monthly KPI.
- KPI dashboard.
- Setting the KPI = Proper definition of KPI.
- Collection of historical data.
- Process modelling and setting.
- Common keys identification.
- Exceptions handling.
- Benchmarks.
- Setting up proper expected values.
- Desired values vs. available values of KPI.
- Comparison between other companies.
- Market knowledge about expected values of KPI.
- Telco-groups KPI.
- Other aspects.
- Combined and aggregated KPI – positive and negative aspects.
- KPI reporting vs. system flexibility.
- Internal fraud avoidance.
- Improper usage of KPIs.
Course Objectives
To introduce the philosophy and practice of the management based on Key Performance Indicators. Common Telco KPI are described, and practical aspects of its setting, monitoring and modifications are discussed. Case studies of proper KPI implementation are presented.
Pre-requisites
No specific prerequisites are required, but experience in one of the following areas would be helpful:
- Practice in large business units reporting.
- Support function to operations.
- Processes design and implementation.
- Budgeting, controlling etc.
Training Structure
Two days training divided into logical sessions.
Methodology
Instructor led training.
