Page 600 - Handbook of Modern Telecommunications

Network Organization and Governance 4-131

Interviews
Data Collection Trouble Tickets
Logs
Questionnaires Monitors

Data Processing
Data Consolidation Statistical Analysis Consolidated
Spreadsheets Database

Indicators Best Client
Xxxx Client’s
xxxx Database
Gap Analysis
xxxx
xxxx
xxxx

Tasks Time
A
Recommendations B
C

Presentation

FIGu RE 4.7.4 Process of benchmarks.

and estimating the demand for reengineering business processes, acquiring tools, and hiring or cross-
educating human resources.
Benchmarking operations of service providers is not a trivial exercise. Usually, small teams of 2–5
persons are assigned to the benchmarking team. There are two different types of persons who con-
duct benchmarks: senior consultants and analysts. Skill levels overlap in certain areas, but usually both
types of persons do have specific areas of experiences. Benchmarking definitively requires teamwork.
Figure 4.7.4 shows the process of benchmarks.
Benchmarking can be used in the following circumstances:
• When establishing effective goals and objectives to become competitive with the best in the industry
• When assessing the relative cost and performance of key business functions
• When identifying company strengths and weaknesses and pinpointing the areas that need
improvement