, Telecom Tigers: KPI - Key Performance Indicators

Saturday, March 27, 2010

KPI - Key Performance Indicators


          KPI tells the performance of a network on a daily/weekly/monthly basis, which helps to improve the network, so that operator & customer both enjoys the service at its most.

Key Performance Indicators for Telecom Industry are :-

Systems and Network Performance Analysis / Capacity Planning
  • Availability
  • Grade of service
  • Service life of equipment
  • Bit error ratio (data, bits & elements transfer)
  • Bit rate (data, bits and elements transfer)
  • Downtime / Time out of service
  • Call completion ratio
  • Cost of support systems
  • Cost of operational systems
  • Average call length
  • Analysis of ASR routes
  • Network traffic, congestion
  • Idle time on network
  • Dropped calls
Quality / Usage (Airtime): Analysis of the volume of successful calls
  • Mean Opinion Score
  • Service
  • Duration of calls
  • Billed amount on each call
  • % of land covered with services
  • % of population covered with services
  • Average land unavailable to services
  • Average population unavailable to services
  • Access to customer service
Faults and complains (Trouble tickets analysis)
  • % of open and level of escalation priority required
  • % closed
  • Mean time to resolved
  • Work in progress
  • Customer service level statistics
Customer Analysis
  • Customer segmentation
  • Analysis of subscriptions
  • Top N customers
  • Churn (No. of Subscriber who stopped using Services or left particular network)  
ASR (Answer Seizure Ratio) - Number of successfully answered calls divided by the total number of calls attempted (seizures) multiplied by 100.
(Answer / Seizure) * 100 = Answer Seizure Ratio.
Standard Value = 40% - 45%. 

MOU (Minutes of Usage) per Subscriber – It calculates the Total Minutes used in a Network divided by the number of subscribers. 

CCR (Call Completion Ratio) - Total no of calls completed / Total no of calls attempted * 100%
Higher the ratio is better. 
Standard Value > 98%.

LUSR (Location Update Success Rate) - Its a ratio of no.of times mobiles update its location successfully to the no.of times mobiles request network for Location update.
LUSR = (Location Update Success / Location Update Request)*100.
Standard Value >= 98%.

PSR (Paging Success Rate) - Its a ratio of no.of times network successfully find the mobiles to the no.of times network tries to locate the mobiles within its area.
PSR = (No.of Network Paging Response / No.of Network Paging Attempts)*100.
Standard Value >= 92%.

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