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TM FORUM BUSINESS METRICS VERSION 5.5.0

Revenue & Margin

Customer Experience Operational Effi ciency

Revenue Revenue

Profi tability Profi tability

Cost Cost

Churn Churn

Access Cost

Awareness

Agreement

Support Need

Payment

Time TimeQuality Quality Effectiveness

ShoppingU

singPreferring

Loyalty

Disengagement

Interaction

Acquisition

Fulfi llment

Assurance

Billing

Marketing &

SellingOperating

Satisfying

Retention

Attrition

CRM

For the Business Metrics defi nitions, please refer to TM Forum documents GB935 Version 5 and Business Performance Measurements System Version 5.5.0. Additional information about the TM Forum Business Benchmarking Program is available at www.tmforum.org. An electronic copy of this poster is available at http://www.amdocs.com/posters | Business Metrics 5.5.0 Poster design © Amdocs, Business Metrics content © TM Forum 2011.

OpEx; CapEx OpEx; CapEx

Margin; Revenue Assurance Margin; Revenue Assurance

Usability; Accuracy; Availability Defects; Simplicity Process Flexibility & Automation; Utilization

G-RM-1b:ARPU

G-RM-1:Profi tability

G-RM-2:OpEx/CapEx

G-RM-5a:Customers Acquired

CM-CE-1:Distribution Of Contact Handling Across Channels

CM-CE-2a:Mean Customer Call Waiting Time

F-CE-2a:Mean Duration To Fulfi ll Service Order

A-CE-2a:Incident Resolution Time

A-CE-4a:% Of Incidents That Are Reported More Than Once By the Customer

A-CE-5:Availability Of Service To Customers

A-CE-4b:% Of Customers With SLA

A-CE-6a:% Of SLA Violations

A-CE-4c:% Of Problems Reported By Customers

A-CE-6b:% Problems That Are Dealt With within SLA Time Requirements

F-OE-1a:Cost Of Fulfi llment Process

B-OE-2a:Time To Prepare Bills For Display And/Or Dispatch

B-OE-3a:% Cost Of Billing Errors

A-OE-1a:Cost Of Assurance Process

B-OE-1a:Cost Of Billing

F-OE-1d:Revenue By Channel

B-OE-2d:Mean Duration From Bill Dispatch To Cash Received

B-OE-3d:% Collectable Debt Written Off

A-OE-1f:Unit Cost Of Assurance

B-OE-1f:Unit Cost Of Bill

F-OE-1b:Unit Cost Of Selling

B-OE-2b:Days Sales Outstanding B-OE-3b:

Mean Age Of Billing Errors

A-OE-1b:Assurance Process Costs As % OpEx

B-OE-1b:% Bills Requiring Manual Intervention

B-CE-4e:% Billing Contacts

F-OE-1e:Contribution By Channel

B-OE-2e:Time Until Notifi cation Of Payment

O-OE-2a:Mean Duration To Implement a New Pricing Or Tariff Change

B-OE-3e:Collections Effi ciency Against Credit Terms

F-OE-1c:Fulfi llment Process Costs As % OpEx

B-OE-2c:Mean Time From Service Activation To Bill Dispatch B-OE-3c:

% xDRs Falling Into Suspense

A-OE-1c:Cost Of SLAs

B-OE-1c:% Cost Of Collections

B-CE-4f:% Bills Adjusted Internally

F-OE-1f:Unit Cost OfFulfi llment

B-OE-2f:Time Taken To Resolve Major Bill Processing Faults

B-OE-3f:How Often SuspenseFiles Recycled

B-CE-4a:% Of Bill Originating from Previous Cycle

B-CE-1a:Distribution Of Bills By Delivery Method

B-CE-4d:% Of Bills Adjusted

B-CE-1d:% e-Payments Received

B-CE-4b:Mean Time Of Prepare And Dispatch Bills

B-CE-1b:% Payment Transaction By Payment Method

B-CE-4c:% Bills Inaccurate

B-CE-1c:% e-Bills Issued

CM-CE-3a:Volume Of Customer Requests

CM-OE-1a:Cost Of Customer Management Process

A-OE-3a:% Of Problems By Cause Type

F-OE-3a:% Orders Requiring Rework By Cause Type

A-OE-6a:NOC FTE Effi ciency

F-OE-6:% Service Offering Investment For Future Infrastructure

F-OE-2a:Mean Time Order To Activation

A-OE-2a:Service Problem Resolution Time

F-CE-3:% Service Usability Queries

CM-CE-2c:% First Call Resolution

F-CE-2c:% Orders Delivered By Committed Date

A-CE-2c:% Of Problems Resolved By Due Date

CM-CE-5:% Calls Abandoned

CM-OE-1f:Unit Cost Of Customer Management

A-OE-3c:Mean Time Between Failures

F-OE-3c:% Orders Requiring Rework

CM-CE-2b:Elapsed Time To Complete Handling Customer Request

F-CE-2b:Difference Between Requested Delivery Date And Planned Date

A-CE-2b:Mean Time To Resolve Customer Incidents

CM-CE-3b:Distribution Of Customer Requests

CM-OE-1b:Customer Management Process Costs As % OpEx

A-OE-3b:% Maintenance Time Used For Repair

F-OE-3b:Mean Time To Handle Defects Or Rework from Order To Activation

F-OE-2b:Order To Activation Time By Major Process

A-OE-2b:Mean Time to Resolve Service Problems

F-CE-4:% Of Service Activation Failures

F-CE-4b:% Early Life Failure

G-RM-4:Revenue Breakdown Between BearerService And Applications

G-RM-4b:% SO Revenue From Voice Services

G-RM-4c:% SO Revenue From Data Services

G-RM-RA-DQa:% Data Validated

G-RM-3:OpEx/Revenue

G-RM-5b:Customers Lost

G-RM-RA-DQb:% Customers Reconciled

G-RM-RA-PEa:% Recovered Revenue Value

G-RM-RA-PEc:% Recoverable Revenue Value

G-RM-RA-PEf:% xDRs Successfully Recovered And Billed After Recycling

G-RM-RA-PEg:% Recovered And Recoverable Revenue Value

G-RM-RA-RLb:% Revenue That Could Not Be Billed

G-RM-RA-RLg:Cost Of Stranded Assets

G-RM-RA-RLh:% Settlement ReportsAccepted

G-RM-RA-RLj:% Revenue That Was Overbilled

B-CE-2a:Mean Transaction Posting Time