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1、Author:Mark Newman,Chief AnalystSponsored by:labsknowledgecode+frameworkstraining+accreditationoperationalmaking thembenchmarks:telecoms businessesfit for future2contents03 Chapter 1 What is an operational benchmark and why do they matter?08 Chapter 2 Are todays benchmarks fit for tomorrows CSPs?15

2、Chapter 3 What should future operational benchmarks look like:15 1.Benchmarks for a software organization16 2.Benchmarks to measure business value17 3.Benchmarks,KPIs or targets for automation18 4.Benchmarks that avoid a capex versus opex divide18 5.Benchmarks to prioritize customer experience20 6.B

3、enchmarks for employee satisfaction21 7.Benchmarks for sustainability21 8.Benchmarks that look beyond telecoms23CHAPTER 1what is an operational benchmark and why do they matter?For Steve Jobs it was all about quality.Jeff Bezos is obsessed with customer experience.And for Henry Ford,more than 100 ye

4、ars ago,manufacturing success was built on a focus on time,materials and energy.These are just three examples of business leaders,and companies,who believed that adopting certain principles and approaches to running their business was crucial to delivering financial success.But how do you embed thes

5、e principles,these business philosophies,into an organization?The key to ensuring that they are rules by which a company lives and breathes,rather than a mere slogan,is to use key performance indicators and operational benchmarks to shape the work of individuals,teams and whole departments and funct

6、ions.Apple under Steve Jobs was famed for its commitment to delivering quality products.It reduced the number of its product lines from 15 to four in the late 1990s in order to have more people working on each product and to reduce cycle time for upgrades.A belief in expertise runs through the entir