TM Forum Business Benchmarking Mobile Services Q2 2007 Non-Participant Report

Business Benchmarking
Business Performance Report

Service Offering: Mobile Services
Period: Q2 2007 Q4 2006
Mobile Services
Q2 2007- Q4 2006
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Mobile Services
Q2 2007- Q4 2006
Table of Contents
\\KONA\Company\TM Forum\Round 3 Report Generation\Mobile\Mobile Example\R3

Mobile Example.doc - _Toc210394969
NOTE TO READER .............................................................................................. 4
SUMMARY RESULTS .......................................................................................... 5
Q2 07 OVERVIEW: ............................................................................................... 7
Q1 07 OVERVIEW: ............................................................................................... 8
Q4 06 OVERVIEW: ............................................................................................... 9
INDIVIDUAL METRIC RESULTS: ...................................................................... 10
REVENUE AND MARGIN: ..................................................................................... 10
CUSTOMER EXPERIENCE: ................................................................................... 31
OPERATIONAL EFFICIENCY: ................................................................................ 37
CORRELATIONS ............................................................................................... 40
Mobile Services
Q2 2007- Q4 2006
Note to Reader
Welcome to the non-participant version of the Mobile Services Business

Performance Study Report.
This report has been specifically created for the use of non-participants; i.e.
companies that did not contribute data to this study. To better illustrate what a
participant receives this document contains both factual results of the study as
well as illustrative service provider scores. These scores were created to be
representative of what a participating service provider may receive without
disclosing the real scores of any of the participants.
To avoid confusion the following portions of the document are factual and have
been developed directly from the data provided by the participants:
Correlations
The statistics and graphs in the Individual Metric Results
Similarly, these areas of the document are illustrative and represent the service
provider specific information that would be provided to our fictional service
provider:
Executive Summary
Q2 2007 Overview
Q1 2007 Overview
Q4 2006 Overview
"Your Score" portion of the Individual Metrics Results
Mobile Services
Q2 2007- Q4 2006
Summary Results
This Mobile Study included data from 12 participants on 11 metrics. There were
10 metrics with sufficient data to share. Your company contributed data to all 10
of those metrics. Data was collected for three quarters.
From the quarterly overviews on the following pages, it can be seen that your
strongest performance was for:
Operating Income/Revenue (G-RM-1)
OpEx/Revenue (G-RM-3)
Customer Acquisition (G-RM-5a Prepay)
Service Availability (A-CE-5)
The weakest performance was for:
Customer Loss (G-RM-5b)
Customer Acquisition (G-RM-5a Postpay)
Taking each separately, the following observations can be made:

Operating Income/Revenue (G-RM-1)
You have a strong score on this metric in the study. This means that
youre a operating more profitably than the majority of the participants.
This aligns well with your low OpEx/Revenue.
OpEx/CapEx (G-RM-2):
You have a higher than average score on this metric. This means that
your OpEx/CapEx ration is higher than most of the other participants. Note
your OpEx/CapEx increased sharply in Q1 2007 in line with a strong shift
in the industry average. A higher than average OpEx/CapEx score can
signify either a higher OpEx figure or a lower CapEx figure. Since you
have successfully driven OpEx down over the period of the study, your
score for this metric appears to derive from a lower CapEx investment in
relationship to your OpEx spending.
OpEx/Revenue (G-RM-3):
This is a strong score. Since there are participants with stronger positions
i.e. a lower OpEx/Revenue, improving this strength might be worth
consideration.
Mobile Services
Q2 2007- Q4 2006
The decrease in your OpEx/Revenue over the period of the study is

especially important given the increasing OpEx/Revenue in the general
industry.
Customer Acquisition (G-RM-5a Prepay)
Your strong performance in prepay customer acquisition for Q4 2006 and
Q1 2007 has eroded to only an above average position for Q2 2007. This
may be worth investigation.
Customer Acquisition (G-RM-5a Postpay)
Acquisition of Postpay customers is a below average for this study. Like
prepay your performance has declined over the period of the study.
Customer Loss (G-RM-5b Prepay)
You have a poor position on the percent of Customer Loss for both the
Prepay and Postpay segments. This means that you lose a larger % of
customers per month than the majority of the other participants in the
study.
Incident Resolution Time (A-CE-2a)
You have above average performance on this metric; performance has
improved slightly over the period of the study.
Service Availability (A-CE-5)
You have a strong position in the study for service availability. The trend
information shows that you have maintained this level of Service
Availability steadily throughout both this and the earlier study.
Service Problem Resolution (A-OE-2a)
You have an above average position on this metric which means you are
able to close your internally identified problems more quickly than
average. Please note: there is a large difference between the time to
resolve customer problems and the time required to resolve internally
identifies problems. Generally, communication service providers with the
best performance see closer alignment between the two metrics.
Mobile Services
Q2 07 Overview:
Revenue and Margin

G-RM-1
Profitability (expressed as Operating Income / Revenue)
G-RM-2
OpEx / CapEx
G-RM-3
OpEx/Revenue
G-RM-5a
Customers Acquired - Prepay
Customers Acquired - Postpay
G-RM-5b
Customers Lost - Prepay
Customers Lost - Postpay
Customer Experience
A-CE-2a
Incident Resolution Time
A-CE-5
Availability
Operational Efficiency
A-OE-2a
Service Problem Resolution Time
Q2 2007- Q4 2006
Mobile Services
Q1 07 Overview:
Revenue and Margin

G-RM-1
G-RM-2
OpEx / CapEx
G-RM-3
OpEx/Revenue
G-RM-5a
G-RM-5b
Customer Experience
A-CE-2a
A-CE-5
Availability
A-OE-2a
Q2 2007- Q4 2006
Mobile Services
Q4 06 Overview:
Revenue and Margin

G-RM-1
G-RM-2
OpEx / CapEx
G-RM-3
OpEx/Revenue
G-RM-5a
G-RM-5b
Customer Experience
A-CE-2a
A-CE-5
Availability
A-OE-2a
Q2 2007- Q4 2006
Mobile Services
Q2 2007- Q4 2006
10
Individual Metric Results:

Revenue and Margin:
G-RM-1 Q2 07
% 2DP
Units :
6
Participants:
77.00
55.65
Lead
45.95
Avg. Lead
43.21
Avg. Lag
42.73
Lag
G-RM-1
Max
Your Score:
76.00
Average
Min
Mobile Services
Q2 2007- Q4 2006
11
G-RM-1 Q1 07
% 2DP
Units :
6
Participants:
76.00
55.68
Lead
45.92
Avg. Lead
41.71
Avg. Lag
41.60
Lag
G-RM-1
Max
Your Score:
72.00
Average
Min
Mobile Services
Q2 2007- Q4 2006
12
G-RM-1 Q4 06
% 2DP
Units :
7
Participants:
75.00
55.17
Lead
42.53
Avg. Lead
40.26
Avg. Lag
31.73
Lag
G-RM-1
Max
Your Score:
70.63
Average
Min
Mobile Services
Q2 2007- Q4 2006
13
G-RM-2 Q2 07
OpEx / CapEx
% 2DP
Units :
5
Participants:
1069.16
926.34
High
897.64
Avg. High
840.57
Avg. Low
768.41
Low
G-RM-2
Max
Your Score:
907.77
Average
Min
Mobile Services
Q2 2007- Q4 2006
14
G-RM-2 Q1 07
OpEx / CapEx
% 2DP
Units :
5
Participants:
1069.16
926.34
High
897.64
Avg. High
894.59
Avg. Low
768.41
Low
G-RM-2
Max
Your Score:
903.64
Average
Min
Mobile Services
Q2 2007- Q4 2006
15
G-RM-2 Q4 06
OpEx / CapEx
% 2DP
Units :
6
Participants:
512.06
510.51
High
448.89
Avg. High
421.19
Avg. Low
293.06
Low
G-RM-2
Max
Your Score:
489.00
Average
Min
Mobile Services
Q2 2007- Q4 2006
16
G-RM-3 Q2 07
OpEx / Revenue
% 2DP
Units :
6
Participants:
31.00
57.27
Lead
64.78
Avg. Lead
70.83
Avg. Lag
75.61
Lag
G-RM-3
Min
Your Score:
38.47
Average
Max
Mobile Services
Q2 2007- Q4 2006
17
G-RM-3 Q1 07
OpEx / Revenue
% 2DP
Units :
6
Participants:
33.00
56.83
Lead
64.78
Avg. Lead
70.83
Avg. Lag
75.61
Lag
G-RM-3
Min
Your Score:
39.26
Average
Max
Mobile Services
Q2 2007- Q4 2006
18
G-RM-3 Q4 06
OpEx / Revenue
% 2DP
Units :
7
Participants:
34.00
45.96
Lead
59.72
Avg. Lead
61.04
Avg. Lag
69.25
Lag
G-RM-3
Min
Your Score:
41.58
Average
Max
Mobile Services
G-RM-5a Q2 07
Q2 2007- Q4 2006
19
Prepay

% 2DP
Units :
6
Participants:
6.17
3.21
Lead
2.51
Avg. Lead
1.84
Avg. Lag
1.33
Lag
G-RM-5a
Max
Your Score:
2.95
Average
Min
Mobile Services
G-RM-5a Q1 07
Q2 2007- Q4 2006
20
Prepay

% 2DP
Units :
6
Participants:
6.70
2.71
Lead
2.19
Avg. Lead
1.58
Avg. Lag
1.31
Lag
G-RM-5a
Max
Your Score:
5.97
Average
Min
Mobile Services
G-RM-5a Q4 06
Q2 2007- Q4 2006
21
Prepay

% 2DP
Units :
7
Participants:
6.62
4.68
Lead
3.71
Avg. Lead
2.65
Avg. Lag
1.51
Lag
G-RM-5a
Max
Your Score:
6.44
Average
Min
Mobile Services
G-RM-5a Q2 07
Q2 2007- Q4 2006
22
Postpay

% 2DP
Units :
6
Participants:
11.16
2.91
Lead
1.73
Avg. Lead
1.31
Avg. Lag
1.12
Lag
G-RM-5a
Max
Your Score:
1.59
Average
Min
Mobile Services
G-RM-5a Q1 07
Q2 2007- Q4 2006
23
Postpay

% 2DP
Units :
6
Participants:
4.09
2.61
Lead
1.79
Avg. Lead
1.30
Avg. Lag
1.11
Lag
G-RM-5a
Max
Your Score:
1.70
Average
Min
Mobile Services
G-RM-5a Q4 06
Q2 2007- Q4 2006
24
Postpay

% 2DP
Units :
7
Participants:
5.85
3.53
Lead
2.67
Avg. Lead
1.87
Avg. Lag
1.46
Lag
G-RM-5a
Max
Your Score:
2.07
Average
Min
Mobile Services
G-RM-5b Q2 07
Q2 2007- Q4 2006
25
Prepay

% 2DP
Units :
6
Participants:
1.26
1.69
Lead
2.23
Avg. Lead
3.09
Avg. Lag
4.13
Lag
G-RM-5b
Min
Your Score:
3.89
Average
Max
Mobile Services
G-RM-5b Q1 07
Q2 2007- Q4 2006
26
Prepay

% 2DP
Units :
6
Participants:
1.04
1.44
Lead
2.10
Avg. Lead
2.89
Avg. Lag
4.11
Lag
G-RM-5b
Min
Your Score:
3.96
Average
Max
Mobile Services
G-RM-5b Q4 06
Q2 2007- Q4 2006
27
Prepay

% 2DP
Units :
7
Participants:
1.14
2.07
Lead
2.59
Avg. Lead
3.06
Avg. Lag
6.02
Lag
G-RM-5b
Min
Your Score:
3.31
Average
Max
Mobile Services
G-RM-5b Q2 07
Q2 2007- Q4 2006
28
Postpay

% 2DP
Units :
6
Participants:
0.22
0.82
Lead
1.01
Avg. Lead
1.59
Avg. Lag
2.25
Lag
G-RM-5b
Min
Your Score:
1.81
Average
Max
Mobile Services
G-RM-5b Q1 07
Q2 2007- Q4 2006
29
Postpay

% 2DP
Units :
6
Participants:
0.57
0.79
Lead
0.96
Avg. Lead
1.69
Avg. Lag
2.33
Lag
G-RM-5b
Min
Your Score:
1.30
Average
Max
Mobile Services
G-RM-5b Q4 06
Q2 2007- Q4 2006
30
Postpay

% 2DP
Units :
7
Participants:
0.35
0.74
Lead
0.83
Avg. Lead
1.37
Avg. Lag
3.27
Lag
G-RM-5b
Min
Your Score:
1.73
Average
Max
Mobile Services
Q2 2007- Q4 2006
31
Customer Experience:
A-CE-2a Q2 07
Customer Incident Resolution Time
minutes 2DP
Units :
6
Participants:
218.00
965.28
Lead
3338.57
Avg. Lead
7991
Avg. Lag
14315.36
Lag
A-CE-2a
Min
Your Score:
3308.75
Average
Max
Mobile Services
Q2 2007- Q4 2006
32
A-CE-2a Q1 07
minutes 2DP
Units :
6
Participants:
274.82
357.2
Lead
1647.31
Avg. Lead
4538.81
Avg. Lag
14209.58
Lag
A-CE-2a
Min
Your Score:
3479.54
Average
Max
Mobile Services
Q2 2007- Q4 2006
33
A-CE-2a Q4 06
minutes 2DP
Units :
6
Participants:
109.25
807.56
Lead
3592.90
Avg. Lead
11957.62
Avg. Lag
29822.67
Lag
A-CE-2a
Min
Your Score:
3511.80
Average
Max
Mobile Services
Q2 2007- Q4 2006
34
A-CE-5 Q2 07
Availability of Service to Customer
%3DP
Units :
11
Participants:
99.98
99.94
Lead
99.91
Avg. Lead
99.87
Avg. Lag
99.69
Lag
A-CE-5
Max
Your Score:
99.95
Average
Min
Mobile Services
Q2 2007- Q4 2006
35
A-CE-5 Q1 07
% 3DP
Units :
11
Participants:
99.98
99.95
Lead
99.92
Avg. Lead
99.87
Avg. Lag
99.73
Lag
A-CE-5
Max
Your Score:
99.96
Average
Min
Mobile Services
Q2 2007- Q4 2006
36
A-CE-5 Q4 06
% 3DP
Units :
11
Participants:
99.98
99.95
Lead
99.92
Avg. Lead
99.88
Avg. Lag
99.73
Lag
A-CE-5
Max
Your Score:
99.96
Average
Min
Mobile Services
Q2 2007- Q4 2006
37
Operational Efficiency:
A-OE-2a Q2 07
minutes 2DP
Units :
6
Participants:
2796.63
Lead
42897.78
42986.67
45910.19
Avg. Lead
Avg. Lag
45910.19
Lag
A-OE-2a
Min
Your Score:
42905.76
Average
Max
Mobile Services
Q2 2007- Q4 2006
38
A-OE-2a Q1 07
minutes 2DP
Units :
6
Participants:
3752.07
Lead
44413.53
49038.42
62987.37
Avg. Lead
Avg. Lag
62987.37
Lag
A-OE-2a
Min
Your Score:
49071.93
Average
Max
Mobile Services
Q2 2007- Q4 2006
39
A-OE-2a Q4 06
minutes 2DP
Units :
6
Participants:
3156.81
Lead
46260.00
63681.88
86416.00
Avg. Lead
Avg. Lag
86416.00
Lag
A-OE-2a
Min
Your Score:
48607.98
Average
Max
Mobile Services
Q2 2007- Q4 2006
40
Correlations
Visual correlations are used to spot potential interactions or insights from the
data. Visual correlations track the leading and lagging positions of all the
participants across 2-3 metrics. (Anonymity is preserved)
In this case correlations were conducted for a number of metrics. The most
interesting are shown below. Additional correlations may be developed as
needed on the web-portal.
Each column represents the position from the single operator against the metrics
in the rows.
SPa
SPb
SPc
SPd
G-RM-3
OpEx/Revenue
G-RM-1
Profitability
This correlation highlights the relationship between low OpEx and good
profitability.
SPe
Mobile Services
SPa
SPb
Q2 2007- Q4 2006
SPc
SPd
SPe
41
SPf
G-RM-5b
G-RM-5b
This correlation suggests that operators who are effective at retaining existing
customers have similar results between Postpay and Prepay customers. The
implication is that the stickiness is more to do with shared service attributes than
with special handling due to payment method.
Mobile Services
SPa
SPb
Q2 2007- Q4 2006
SPc
SPd
SPe
42
SPf
G-RM-5a
G-RM-5a
G-RM-3
OpEx/Revenue
This correlation indicates that operators with strong profitability generally lead in
either prepay or post pay customer acquisition, but are typically at least average
in the other category
Mobile Services
SPa
SPb
Q2 2007- Q4 2006
SPc
SPd
43
SPe
A-CE-5
Availability
G-RM-5b
G-RM-5b
This correlation shows that once availability reaches 99% there is little
relationship between increased service availability and customer retention,
implying that customers may not be able to discern the difference and other
criteria become more important to the decision to remain with a provider.

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Business Benchmarking

Business Performance Report

Business Performance Report

This work is a copyrighted document of TeleManagement Forum (TM Forum).

Companies in legitimate possession of this report may:

Business Performance Report

\\KONA\Company\TM Forum\Round 3 Report Generation\Mobile\Mobile Example\R3

Business Performance Report

Welcome to the non-participant version of the Mobile Services Business

Business Performance Report

Operating Income/Revenue (G-RM-1)

Customer Acquisition (G-RM-5a Prepay)

Service Availability (A-CE-5)

The weakest performance was for:

Customer Loss (G-RM-5b)

Customer Acquisition (G-RM-5a Postpay)

Taking each separately, the following observations can be made:

Business Performance Report

The decrease in your OpEx/Revenue over the period of the study is

Business Performance Report

Revenue and Margin

Customers Acquired - Postpay

Customers Lost - Postpay

Business Performance Report

Revenue and Margin

Customers Acquired - Postpay

Customers Lost - Postpay

Business Performance Report

Revenue and Margin

Customers Acquired - Postpay

Customers Lost - Postpay

Business Performance Report

Individual Metric Results:

Business Performance Report

Business Performance Report

Business Performance Report

Business Performance Report

Business Performance Report

Business Performance Report

Business Performance Report

Business Performance Report

Business Performance Report

Customers Acquired - Prepay

Business Performance Report

Customers Acquired - Prepay

Business Performance Report

Customers Acquired - Prepay

Business Performance Report

Customers Acquired - Postpay

Business Performance Report

Customers Acquired - Postpay

Business Performance Report

Customers Acquired - Postpay

Business Performance Report

Customers Lost - Prepay

Business Performance Report

Customers Lost - Prepay

Business Performance Report

Customers Lost - Prepay

Business Performance Report

Customers Lost - Postpay

Business Performance Report

Customers Lost - Postpay