Telecom
Performance Management for Telecom
Goals, reviews and ratings that hold up in a conversation.
What this looks like in telecom
The parts of performance management that are specific to this sector, rather than general.
Performance Measures
Uptime, resolution and service.
What this coversHide
Performance Measures
Uptime, resolution and service.
What this coversHideField and technical
- Fault resolution time
- Issues resolved on the first visit
- Installations completed
- Service commitment adherence
- Repeat faults
- Safety observance
- Attendance
Network operations and service
- Incident response time
- Escalation handling
- Shift handover quality
- Ticket closure
- Customer complaints
- Training completion
The general method — what performance management covers, the questions it answers and what an engagement produces — is the same whatever the sector, and is set out on the performance management process page. What is above is the part that differs for telecom.
Where to start
Most engagements begin with a review of how this runs in your business today, then a written process and the sequence to implement it.