Today, telecommunication industry is no longer technology centric, but it revolves more around customer relationship. Customer satisfaction and marketing intelligence with innovative promotional schemes and advanced technology are the drivers of business. Also, cutthroat competition and mammoth investments in the telecom industry churn away profit margins and make intelligent decision making critical. And how do make decisions? Through KPI monitoring, control and analysis.

Measure performance phase focuses on the distribution, anthology, and refinement of telecom industries. It defines the imperfections of quality measurements, evaluate the “as is” process, and create a current-state assessment of the current service delivery. This phase will help the organization rank the potential causes of quality improvement, which would be useful in investigation through benchmarking the current process performance.

This phase creates four deliverables as follows:

• Process capability and performance
• Critical input and proves variables that can affect output quality;
• Service delivery defects
• Critical Success Factors (CTQ)