电信运营商100大KPI指标

100 KPI’s for Mobile Telecom Operators

Telecommunication service industry around the world is facing significant challenges from competition, technological revamps at very short frequencies and never-ending customer demands. In full-grown markets, the preferred path to growth is that of acquisition of competitors or alliance with newer partners. On the other hand, promising markets with explosive demand provide vast opportunities for the players.

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 CXOs make decisions? Through KPI monitoring, control and analysis.

As in the rest of the industries, a performance indicator or key performance indicator (KPI) is a measure of performance. Such measures are commonly used to help an organization define and evaluate how successful it is, typically in terms of making progress towards its long-term organizational goals.

KPIs can be specified by answering the q uestion, “What is really important to different stakeholders?”. KPIs may be monitored using Business Intelligence techniques to assess the present state of the business and to assist in prescribing a course of action. The act of monitoring KPIs in real-time is known as business activity monitoring (BAM). KPIs are frequently used to “value” difficult to measure activities such as the benefits of leadership development, engagement, service, and satisfaction.

My friend Pareek has just sent me a set of 100 KPIs for telecom operators. He includes some illustrative figures in the brackets that show indicative values for an Asian Operator we will not disclose. Hope it helps.

Best regards, CVA.

100 KPI’s for Telecom Operators (Mobile Network Operators)

Subscribers (Subs)

1.Total Subs

2.Subs Segmentation: Prepaid (95%), Post Paid (5%)

3.Churn per month (3%)

4.Subscriber per Employee (13,000)

Usage

1.Minutes of Usage (MOU)

1.MOU Segmentation: Prepaid (400) , Postpaid (1000), Aggregate (420)

2.MOU Segmentation: Incoming (220), Outgoing (200), Aggregate (420)

2.Number of Outgoing SMS Per Sub Per Month (30)

3.Minutes Carried Per Month (MON) (50 billion)

4.% Airtime Capacity Utilization

5.Minutes Per Site

6.Number of Calls

7.Number of Calls per Subscriber

8.Average Call Duration

9.Roaming Minutes

10.International Roaming Minutes

11.International Roaming Minutes Segmentation: Incoming (64%), Outgoing (36%) Revenue

1.ARPU ( Average Revenue Per User)

1.ARPU Segmentation: Voice ($4), Data ($8), Aggregate ($4)

2.ARPU Segmentation: Prepaid ($3), Postpaid ($11), Blended ( $4)

2.ARPM (Average Revenue Per Minute)

1.ARPM Segmentation: Prepaid ($0.15), Postpaid ($0.022), Blended ($0.02 )

3.Average Revenue Per Call

4.Average Revenue Per Cell Site

5.Average Revenue Per Employee

6.Revenue Breakup (%)

1.Access: Connection, Subscription (15%)

2.Wireless Voice (55%)

3.Data (5%)

4.Internet (5%)

5.Interconnect (10%)

6.Roaming (10%), International Roaming Revenue (1%)

7.International Roaming Revenue Segmentation: Postpaid (99%)

Coverage and Spread

1.Towns Covered

2.Population Covered

3.Area Covered

4.Globalization: Number of Countries Operating Entity

5.% Traffic Within Own Mobile (55%)

6.Top 50% Users Revenue %

7.Top 50% Sites Revenue %

Market Share

1.Subs Share

2.Revenue Market Share

3.Minutes Market Share

Incremental Performance

1.Share of Net Adds Subs

2.Share of Incremental Revenue

3.Quarterly Sites Added

4.MRPU ( Marginal Revenue Per User)

5.Growth

1.Subs Growth

2.Revenue Growth

3.Services Revenue Growth

4.Services Revenue Acceleration

5.ARPU Growth

6.ARPM Growth

6.Subs Added / Retail Point of Presence (POP)

Operational Efficiency

1.Average Margin Per User (AMPU)

1.AMPU Segmentation: Prepaid (More),Postpaid (Less), Blended()

2.Employee Cost / Town Covered ($2500)

3.Number of BTS Sites

4.Number of MSC Sites

5.Number of Employees

6.MSC/ Subs

7.MSC/ BTS

8.BTS/ Subs (1000)

9.BTS/ Km2

10.Capex

1.Capex (% Revenue) (25%)

2.Capex per Sub ($140)

3.Capex per Minute ($0.07)

4.Capex per Site ($100K )

11.Opex

1.Opex per Sub ( $3)

2.Opex per Minute ($0.02)

3.Opex per site ($3000)

12.Gross Capex ( Gross Fixed Assets + Incremental Capex)

13.Opex as % Revenue (60%)

14.Spectrum Charges as % Revenue (2%)

15.License Fee as % Revenue (6%)

16.InterConnect Cost as % Revenue (16%)

17.Business Operations Cost

1.Service Opex (Customer Care & Billing, Service Creation & Administration)

as % Revenue (15%)

8e402b1dc081e53a580216fc700abb68a982ad43work Operating Cost as % Revenue (16%)

1.Rental as % Network Opex (15%)

2.Power & Fuel as % Network Opex (25%)

3.Repair & Maintenance as %Network Opex (20%)

4.Transmission as % Network Opex (15%)

5.Core Network as % Network Opex (10%)

6.Hardware and Software as % Network Opex (10%)

8e402b1dc081e53a580216fc700abb68a982ad43bor Cost (% Revenue) (5%)

20.OSS/ BSS Ratio

Marketing

1.Subscriber Acquisition Cost (SAC ) : Dealer Commission, Terminal Subsidy,

Sales, Marketing, Distribution

1.SAC as % Revenue (10%)

2.SAC / net Addition (12$)

3.SAC / Minute (0.001$)

2.Sales Outlet

8e402b1dc081e53a580216fc700abb68a982ad43pany Owned Sales Outlet

2.Number of Retail Outlets or Point of Presence (POP)

Quality

1.Service Performance

1.RTT Delay (Ms) (800)

2.Application Through Put ( kbps) (25 Kbps)

3.Call Setup Time

8e402b1dc081e53a580216fc700abb68a982ad43work Congestion

1.Point of Interconnection (POI) Congestion (<0.5%)

3.Connection Establishment (Accessibility)

1.Call Setup Success Rate (CSSR) (>95%)

2.Standalone Dedicated Control Channel (SDCCH) Congestion (<1%)

3.TDH Congestion (<2%)

4.Connection Maintenance (Retainability)

1.Call Drop Rate (CDR) (< 2%)

2.Worst Affected Cells for Call Drop Rate (<5%)

3.Connection with Good voice quality (>95%)

5.Service Quality

1.Prepaid – Prepaid Service Success Rate

2.Number Portability – Drop Rate

3.Handover Success Rate

8e402b1dc081e53a580216fc700abb68a982ad43work Availability

1.BTSs Accumulated downtime (<2%)

2.Worst Affected BTSs due to downtime (<2%)

Green and Sustainability

1.Energy Consumption/ Sub (10 Kwh)

2.Co2 Emission/ Sub (6.8 Kg )

Financial & Valuation

1.Gearing ( net Debt/ EBIDTA) (

2.0)

2.EBIDTA % Revenue (30%)

3.PAT % Revenue (10%)

4.ROIC (EBIDTA/ Gross Capex) (20%)

5.FCF (EBIDTA – Capex –Tax) % Revenue (5%)

6.Capital Productivity (Revenue / Gross Capex) (67%)

7.EV / EBIDTA (8.0)

8.EV/ Sales (3.0)

9.EV/ Subscribers ($200)

10.EV / GCI (1.0)

11.P/E

Country Telecom Sector KPI

1.Penetration

2.Penetration ( >5Years Population)

3.Penetration per House Hold

4.Top 2 Players Share

5.Top 2 Players Share Change

6.HHI Index

7.Pricing Long Distance/ Local Price Ratio (1.5)

8.Average F2M Interconnect Rate ($0.005 / Min)

9.Average M2M Interconnect Rate

10.Sim/ User ( Number of Subscribers/ Number of handset Sales) (1.5)

11.ARPU (PPP Adjusted)

12.ARPU % of disposable income

13.Mobile Revenue/ GDP (2%)

14.Regional Roaming Usage (Roaming Travelers / Intra Regional Travelers) Telecom Tower

1.Tenancy Ratio (

2.0)

2.Average Rental per Tenant Per Month ($600)

Spectrum Efficiency

1.Busy Hour mErlangs carried per sq km per M Hz (4000)

2.Busy Hour mErlangs per subscriber (40)

3.Subs/Km2/MHz (100)

4.Subs/Km2 (Urban) (2000)

5.Spectrum per Operator (MHz) (5)

松开的记忆，飘落的莫名的尘埃，像起伏的微风，拂过脑海，留下一份情愁。一条街，没有那些人，那些身影，却能来回徘徊穿梭。街，行走时，纵然漫长，漫长，有时只为听一颗流动的心的呓语。沉默，倔强，回望，忘记，记住，一切像断了的弦，有时希望生活简单就好，有时却又莫名的颓废其中。

有些路，只能一个人走；有些事，只能一个人去经历。粗读加缪、萨特的存在主义，它告诉我，人就是非理性的存在。光秃秃的枝桠、清寂的清晨、流动的阳光，飘落于心，或快意，或寂寥，映照心境，然而，有时却只属于那一刻。总之，一切只是心情。

人生的画面一幅幅地剪辑，最后拼凑出的是一张五彩斑斓的水彩画，有艳丽的火红色，凝重的墨黑以及一抹忧郁的天蓝色。人的记忆很奇特，那些曾经的过往，就像一幅幅的背景图，只有一个瞬间，却没有以前或以后。比如，只能记得某个瞬间的微笑，只能在记忆的痕迹寻觅某时刻骑着单车穿过路口拐角的瞬间，却都不知晓为何微笑，为何穿过街角。

一切，有时荒诞得像一场莫名情景剧。然而，这就是生活。

曾经的梦，曾经的痛，曾经的歌，曾经的热情相拥，曾经的璀璨星空。

也许，多年以后，再也见不到的那些人，和着记忆的碎片飘荡而来，曾经伴着我们走过春华秋实。天空蔚蓝，杜鹃纷飞，飞过季节，曾经萍水相逢，欢聚一堂，蓦然回首，唯歌声飘留。让人忆起《米拉波桥》里的诗句：夜幕降临，钟声悠悠，时光已逝，唯我独留。

人在天涯，绵绵的思绪随着微风飘浮，从布满礁石的心灵海滩上穿过千山万水，来到游荡的身躯里，刻下一篇篇笺章。而这，或许在多年以后，当再次翻动时，原以为什么都已改变，

松开的记忆，飘落的莫名的尘埃，像起伏的微风，拂过脑海，留下一份情愁。一条街，没有那些人，那些身影，却能来回徘徊穿梭。街，行走时，纵然漫长，漫长，有时只为听一颗流动的心的呓语。沉默，倔强，回望，忘记，记住，一切像断了的弦，有时希望生活简单就好，有时却又莫名的颓废其中。

有些路，只能一个人走；有些事，只能一个人去经历。粗读加缪、萨特的存在主义，它告诉我，人就是非理性的存在。光秃秃的枝桠、清寂的清晨、流动的阳光，飘落于心，或快意，或寂寥，映照心境，然而，有时却只属于那一刻。总之，一切只是心情。

人生的画面一幅幅地剪辑，最后拼凑出的是一张五彩斑斓的水彩画，有艳丽的火红色，凝重的墨黑以及一抹忧郁的天蓝色。人的记忆很奇特，那些曾经的过往，就像一幅幅的背景图，只有一个瞬间，却没有以前或以后。比如，只能记得某个瞬间的微笑，只能在记忆的痕迹寻觅某时刻骑着单车穿过路口拐角的瞬间，却都不知晓为何微笑，为何穿过街角。

一切，有时荒诞得像一场莫名情景剧。然而，这就是生活。

曾经的梦，曾经的痛，曾经的歌，曾经的热情相拥，曾经的璀璨星空。

也许，多年以后，再也见不到的那些人，和着记忆的碎片飘荡而来，曾经伴着我们走过春华秋实。天空蔚蓝，杜鹃纷飞，飞过季节，曾经萍水相逢，欢聚一堂，蓦然回首，唯歌声飘留。让人忆起《米拉波桥》里的诗句：夜幕降临，钟声悠悠，时光已逝，唯我独留。

人在天涯，绵绵的思绪随着微风飘浮，从布满礁石的心灵海滩上穿过千山万水，来到游荡的身躯里，刻下一篇篇笺章。而这，或许在多年以后，当再次翻动时，原以为什么都已改变，

松开的记忆，飘落的莫名的尘埃，像起伏的微风，拂过脑海，留下一份情愁。一条街，没有那些人，那些身影，却能来回徘徊穿梭。街，行走时，纵然漫长，漫长，有时只为听一颗流动的心的呓语。沉默，倔强，回望，忘记，记住，一切像断了的弦，有时希望生活简单就好，有时却又莫名的颓废其中。

有些路，只能一个人走；有些事，只能一个人去经历。粗读加缪、萨特的存在主义，它告诉我，人就是非理性的存在。光秃秃的枝桠、清寂的清晨、流动的阳光，飘落于心，或快意，或寂寥，映照心境，然而，有时却只属于那一刻。总之，一切只是心情。

人生的画面一幅幅地剪辑，最后拼凑出的是一张五彩斑斓的水彩画，有艳丽的火红色，凝重的墨黑以及一抹忧郁的天蓝色。人的记忆很奇特，那些曾经的过往，就像一幅幅的背景图，只有一个瞬间，却没有以前或以后。比如，只能记得某个瞬间的微笑，只能在记忆的痕迹寻觅某时刻骑着单车穿过路口拐角的瞬间，却都不知晓为何微笑，为何穿过街角。

一切，有时荒诞得像一场莫名情景剧。然而，这就是生活。

曾经的梦，曾经的痛，曾经的歌，曾经的热情相拥，曾经的璀璨星空。

也许，多年以后，再也见不到的那些人，和着记忆的碎片飘荡而来，曾经伴着我们走过春华秋实。天空蔚蓝，杜鹃纷飞，飞过季节，曾经萍水相逢，欢聚一堂，蓦然回首，唯歌声飘留。让人忆起《米拉波桥》里的诗句：夜幕降临，钟声悠悠，时光已逝，唯我独留。

人在天涯，绵绵的思绪随着微风飘浮，从布满礁石的心灵海滩上穿过千山万水，来到游荡的身躯里，刻下一篇篇笺章。而这，或许在多年以后，当再次翻动时，原以为什么都已改变，

松开的记忆，飘落的莫名的尘埃，像起伏的微风，拂过脑海，留下一份情愁。一条街，没有那些人，那些身影，却能来回徘徊穿梭。街，行走时，纵然漫长，漫长，有时只为听一颗流动的心的呓语。沉默，倔强，回望，忘记，记住，一切像断了的弦，有时希望生活简单就好，有时却又莫名的颓废其中。

有些路，只能一个人走；有些事，只能一个人去经历。粗读加缪、萨特的存在主义，它告诉我，人就是非理性的存在。光秃秃的枝桠、清寂的清晨、流动的阳光，飘落于心，或快意，或寂寥，映照心境，然而，有时却只属于那一刻。总之，一切只是心情。

人生的画面一幅幅地剪辑，最后拼凑出的是一张五彩斑斓的水彩画，有艳丽的火红色，凝重的墨黑以及一抹忧郁的天蓝色。人的记忆很奇特，那些曾经的过往，就像一幅幅的背景图，只有一个瞬间，却没有以前或以后。比如，只能记得某个瞬间的微笑，只能在记忆的痕迹寻觅某时刻骑着单车穿过路口拐角的瞬间，却都不知晓为何微笑，为何穿过街角。

一切，有时荒诞得像一场莫名情景剧。然而，这就是生活。

曾经的梦，曾经的痛，曾经的歌，曾经的热情相拥，曾经的璀璨星空。

也许，多年以后，再也见不到的那些人，和着记忆的碎片飘荡而来，曾经伴着我们走过春华秋实。天空蔚蓝，杜鹃纷飞，飞过季节，曾经萍水相逢，欢聚一堂，蓦然回首，唯歌声飘留。让人忆起《米拉波桥》里的诗句：夜幕降临，钟声悠悠，时光已逝，唯我独留。

人在天涯，绵绵的思绪随着微风飘浮，从布满礁石的心灵海滩上穿过千山万水，来到游荡的身躯里，刻下一篇篇笺章。而这，或许在多年以后，当再次翻动时，原以为什么都已改变，

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