GB935-A Business Metric Specifications-V7 1

Business Metrics
Scorecard (BMS)
Addendum A: Business Metrics Specifications
GB935-A
TM Forum Approved Version 7.1
November 2013
IPR Mode: RAND
TM Forum 2013. All Rights Reserved.
BMS Business Metrics Specifications
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GB935, Version 7.1
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GB935, Version 7.1
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Table of Contents
Notice 2
Table of Contents..........................................................................................................................................................4
1. Introduction.............................................................................................................................................................11
1.1. Document Overview......................................................................................................11

2. Description of Metrics, By Metric ID....................................................................................................................12
1. Profitability....................................................................................................................... 12
2. Average Revenue per User (ARPU)..................................................................................13
3. % Opex, of Capex............................................................................................................13
4. % Opex, of Revenue........................................................................................................14
5. % Revenue, by Bearer Service and Application Type.........................................................15
6. % Revenue, by Voice Services.........................................................................................16
7. % Revenue, by Data Services..........................................................................................16
8. % Customers Acquired.....................................................................................................17
9. % Customers Lost............................................................................................................18
10. % Revenue Unbilled.......................................................................................................19
11. $ Revenue Unbilled........................................................................................................20
12. % XDRs for Billing..........................................................................................................20
13. % Cost of Stranded and Unused Assets, of Revenue.......................................................21
14. % Settlement Reports Accepted......................................................................................22
15. % Revenue Overbilled....................................................................................................23
16. % Revenue Recovered...................................................................................................24
17. $ Revenue Recovered....................................................................................................24
18. % Revenue Recoverable................................................................................................25
19. $ Revenue Recoverable.................................................................................................26
20. # Days per Revenue Recovery Case...............................................................................27
21. % XDRs Successfully Recovered and Billed After Recycling.............................................28
22. % Revenue Recovered and Recoverable........................................................................28
23. % Data Records Validated..............................................................................................29
24. % Customers Reconciled...............................................................................................30
25. % Data Records Misaligned............................................................................................31
26. % Customers Misaligned................................................................................................32
27. % Customer Contacts Received, by Channel Type..........................................................32
28. Average Hold Time.........................................................................................................33
29. Average Handle Time.....................................................................................................34
30. First Call Resolution (FCR).............................................................................................35
31. # Customer Requests (x1000) per Customer...................................................................36
32. % Customer Requests Received, by Request Type.........................................................37
33. % Customer Calls Abandoned........................................................................................37
34. % Cost of Customer Management, of Revenue...............................................................38
35. % Cost of Customer Management, of Opex.....................................................................39
36. $ Cost of Customer Management per Customer Request.................................................40
37. # Hours per Order, from Ordering to Acceptance..............................................................41
38. # Hours per Installation Committed, Between Customer Required and Committed Dates...42
39. % Orders Delivered by Committed Date..........................................................................43
40. # Customer Contacts About Usability of Installed Service per Activation............................44
41. % Activations Failed.......................................................................................................44
42. % Orders Failed With 28 Days........................................................................................45
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43. % Cost of Fulfillment, of New Revenue............................................................................46

44. % Cost of Sales, of Revenue..........................................................................................47
45. % Cost of Fulfillment, of Opex.........................................................................................48
46. % Revenue, by Channel Type.........................................................................................49
47. % Revenue, of Operating Cost, by Channel Type............................................................49
48. $ Cost of Fulfillment per Installation.................................................................................50
49. # Hours per Order, from Ordering to Activation.................................................................51
50. # Hours per Order, from Ordering to Activation, by Process Type......................................52
51. % Orders Requiring Rework, by Cause Type...................................................................53
52. # Hours per Fulfillment Issue...........................................................................................54
53. % Orders Requiring Rework...........................................................................................55
54. % Orders Pending Error Fix............................................................................................55
55. % Cost of Future Infrastructure Build, of Revenue............................................................56
56. # Minutes per Customer Incident Resolution, by Severity Type.........................................57
57. # Minutes per Customer Incident Resolution, by Customer Type.......................................58
58. % Problem Reports Resolved by Due Date.....................................................................59
59. % Customer Incidents Reported More than Once............................................................60
60. % Customers with SLA...................................................................................................61
61. % Problem Reports from Customers...............................................................................61
62. Service Availability..........................................................................................................62
63. # SLA Violations per SLA................................................................................................63
64. % Problem Reports Resolved Within SLA Time Requirements.........................................64
65. % Cost of Assurance, of Revenue...................................................................................65
66. % Cost of Assurance, of Opex........................................................................................65
67. % Cost of SLA Management, of Revenue........................................................................66
68. $ Cost of Assurance per Service Problem Resolved.........................................................67
69. # Minutes per Service Problem Resolution......................................................................68
70. # Hours per Service Problem Resolution, by Process Type..............................................69
71. % Problem Reports, by Cause Type................................................................................70
72. % Assurance Time for Repair..........................................................................................71
73. Mean Time Between Failures (MTBF).............................................................................71
74. # Problem Reports per NOC FTE....................................................................................72
75. % Bills Delivered, by Delivery Type..................................................................................73
76. % Customer Payments, by Payment Type.......................................................................74
77. % Bills Issued Electronically............................................................................................75
78. % Customer Payments Received Electronically...............................................................75
79. # Minutes per Customer Transaction...............................................................................76
80. # Hours per Bill, from Bill Cycle Close to Bill Dispatch.......................................................77
81. % Value of Billing Charges from Previous Cycle...............................................................78
82. % Bills Inaccurate...........................................................................................................78
83. % Bills Adjusted..............................................................................................................79
84. # Customer Contacts About Billing per Bill.......................................................................80
85. % Bills Adjusted Internally...............................................................................................81
86. % Cost of Billing, of Revenue Billed.................................................................................81
87. % Bills Requiring Manual Intervention..............................................................................82
88. % Cost of Collections, of Revenue Billed.........................................................................83
89. $ Cost of Billing per Bill...................................................................................................84
90. # Days to Prepare Bills...................................................................................................85
91. Days Sales Outstanding (DSO).......................................................................................85
92. # Hours per Order, from Activation to Bill Dispatch............................................................86
93. # Hours per Order, from Bill Dispatch to Cash Received...................................................87
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94. # Hours per Customer Payment, from Receipt to Posted in Billing....................................88

95. # Hours per Bill Processing Fault Resolution....................................................................89
96. % Cost of Billing Errors, of Revenue Billed.......................................................................90
97. # Days per Billing Error...................................................................................................90
98. % XDRs Falling into Suspense.......................................................................................91
99. % Collectable Debt Written Off, of Revenue Collected......................................................92
100. % Value of Bills Unpaid.................................................................................................93
101. # Times Billing Suspense Files Recycled per Month.......................................................93
102. % Pre-paid Customers Erroneously Identified as Post-paid............................................94
103. # Hours per Pricing Change..........................................................................................95
104. $ Revenue Overbilled...................................................................................................96
105. % Cost Recovered, of Revenue....................................................................................96
106. % Cost Detected and Not Recovered, of Revenue.........................................................97
107. Net Promoter Score, Relational (NPS-R).......................................................................98
108. Net Promoter Score, Transactional (NPS-T)..................................................................99
109. # Customer Payments, by Payment Type....................................................................100
110. # Customer Payments (2)...........................................................................................100
111. # Pre-paid Customers Erroneously Identified as Post-paid............................................100
112. # Problem Reports Closed, by Cause Type..................................................................101
113. # Problem Reports Closed (3).....................................................................................101
114. # Problem Reports Actually Closed in Compliance with SLA.........................................102
115. # Problem Reports Due to be Closed in Compliance with SLA......................................102
116. # Problem Reports from Customers.............................................................................102
117. # Problem Reports Resolved by Committed Date.........................................................103
118. # Problem Reports Resolved to Customer Satisfaction.................................................103
119. # Customer Incidents Resolved...................................................................................103
120. # Activations Completed by Committed Date................................................................104
121. # Service Problems Resolved (2)................................................................................104
122. # Service Problems Resolved.....................................................................................104
123. # SLA Violations......................................................................................................... 105
124. # Users...................................................................................................................... 105
125. # Times Billing Suspense Files Recycled per Month (2)................................................105
126. # Problem Reports Closed..........................................................................................106
127. # XDRs Falling into Suspense.....................................................................................106
128. # XDRs Recovered, Processed and Billed After Recycling............................................106
129. # Hours for All Orders, from Ordering to Activation, by Process Type.............................107
130. $ Revenue Overbilled (2)............................................................................................107
131. $ Revenue Recovered (2)...........................................................................................108
132. $ Revenue, by Channel Type......................................................................................108
133. $ Value of Account Receivables...................................................................................108
134. # Hours for All Fulfillment Issues Resolved...................................................................109
135. # Minutes for All Problem Reports to Service Restoration.............................................109
136. # Hours for All Orders, from Bill Dispatch to Cash Received..........................................109
137. # Seconds for All Customer Call Waiting Time..............................................................110
138. # Minutes for All Customer Request Handling...............................................................110
139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch..............................................111
140. # Hours for All Orders, from Ordering to Activation........................................................111
141. # Hours for All Customer Payments, from Receipt to Posted in Billing............................111
142. # Hours for All Orders, from Activation to Bill Dispatch...................................................112
143. # Minutes for All Customer Transactions to Information Posted.....................................112
144. # Hours for All Billing Processing Faults to Resolution...................................................113
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145. $ Value of Bills............................................................................................................ 113

146. $ Value of Bills Unpaid................................................................................................113
147. # Customer Requests (3)............................................................................................114
148. $ Value of Billing Charges from Previous Billing Cycle...................................................114
149. # Days per Billing Error (2)..........................................................................................114
150. $ Value of Sales per Day.............................................................................................115
151. # Bills with Error.......................................................................................................... 115
152. # Activations Failed.....................................................................................................115
153. $ Cost of Fulfillment....................................................................................................116
154. $ Cost of Sales........................................................................................................... 116
155. $ Cost of Billing........................................................................................................... 117
156. $ Cost of Collections...................................................................................................117
157. $ Cost of Billing Errors.................................................................................................118
158. $ Revenue Recovered and Recoverable......................................................................118
159. # Orders Requiring Rework, from Ordering to Activation...............................................118
160. # XDRs for Billing........................................................................................................119
161. # Bills Issued, by Delivery Type....................................................................................119
162. # Bills Requiring Manual Intervention...........................................................................119
163. # Bills Produced (2)....................................................................................................120
164. # Customer Calls Abandoned......................................................................................120
165. # Orders Accepted by Customer..................................................................................121
166. # Customer Contacts, by Contact Type........................................................................121
167. # Customer Contacts About Re-reported Customer Incidents.......................................121
168. # Orders Failed Within 28 Days...................................................................................122
169. # Customer Contacts, by Request Type.......................................................................122
170. # Customer Contacts About Usability of Installed Service.............................................122
171. # Customer Requests (x1000).....................................................................................123
173. # Customers Included in Reconciliation.......................................................................124
174. # Customers with SLA................................................................................................124
175. # Installations............................................................................................................. 124
176. # XDRs from Network.................................................................................................125
177. # Orders Accepted by Customer (2).............................................................................125
178. $ Value of Future Infrastructure Build...........................................................................125
179. $ Capex..................................................................................................................... 126
180. $ Collectable Debt Written Off.....................................................................................126
181. # Customers Acquired................................................................................................126
182. # Customers Lost.......................................................................................................127
183. $ Operating Income....................................................................................................127
184. $ Revenue (6)............................................................................................................ 127
185. $ Revenue (3)............................................................................................................ 128
186. $ Opex....................................................................................................................... 128
187. $ Revenue (5)............................................................................................................ 129
188. $ Revenue, by Channel Type (2).................................................................................129
189. $ Revenue, by Data Services......................................................................................129
190. $ Revenue, by Voice Services.....................................................................................130
191. $ Revenue, by Bearer Service and Application Type.....................................................130
192. $ Cost of SLA Management........................................................................................130
193. $ Revenue................................................................................................................. 131
194. # Hours for All Installations Committed, Between Customer Required and Committed Dates
......................................................................................................................... 131
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195. # Hours for All Pricing Changes, from Approval to Ready for Customer Sale..................132
196. # Months for All Revenue Recovery Cases..................................................................132
197. # Hours for All Orders, from Ordering to Acceptance.....................................................133
198. # Customer Requests Handled to Completion on First Call...........................................133
199. # Customers.............................................................................................................. 133
200. # Hours for All Service Problem Resolutions, by Process Type......................................134
201. $ Value of Current Billing Charges...............................................................................134
202. $ Revenue Billed........................................................................................................ 134
203. $ Cost of Assurance....................................................................................................135
204. $ Cost of Customer Management................................................................................135
205. $ Cost of Fulfillment (2)...............................................................................................135
206. $ Cost of Stranded and Unused Assets.......................................................................136
207. # Days from Bill Cycle Close to Bill Dispatch................................................................136
208. # Minutes for All Customer Incidents, from Reported to Resolved..................................137
209. # Hours for All Repair..................................................................................................137
210. $ Revenue for Services Newly Fulfilled........................................................................137
211. # Bills Issued.............................................................................................................. 138
212. # Customer Contacts About Billing...............................................................................138
213. # Customers (2)......................................................................................................... 138
214. # Bill Processing Faults Resolved................................................................................139
215. # Bills......................................................................................................................... 139
216. # Bills Issued (3)......................................................................................................... 139
217. # Bills Issued (2)......................................................................................................... 140
218. # Bills Paid Electronically............................................................................................140
219. # Bills Produced......................................................................................................... 140
220. # Bills Produced (3)....................................................................................................141
221. # Bills Requiring Adjustments Initiated by Customer.....................................................141
222. # Bills Requiring Adjustments Initiated Internally...........................................................141
223. # Bills Sent Electronically............................................................................................142
224. # Activations Completed..............................................................................................142
225. # Customer Contacts..................................................................................................142
226. # Orders (2)................................................................................................................ 143
227. # Customer Contacts (2).............................................................................................143
228. # Customer Payments................................................................................................143
229. # Customer Requests.................................................................................................144
231. # Customers (3)......................................................................................................... 145
232. # Customers at Start of Month.....................................................................................145
233. # Customers at Start of Month (2)................................................................................145
234. # Data Records.......................................................................................................... 146
235. # Fulfillment Issues.....................................................................................................146
236. # Orders with Errors....................................................................................................146
237. # Orders with Pending Error Fixes...............................................................................147
238. # Customer Calls Inbound...........................................................................................147
239. # Customer Incidents Closed......................................................................................147
240. # Installations Committed............................................................................................148
241. # Customers Misaligned.............................................................................................148
242. # Data Records Misaligned.........................................................................................148
243. # NOC FTEs Assigned to Problem Resolution.............................................................149
244. # Pricing Changes......................................................................................................149
245. # Problem Reports......................................................................................................149
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246. # Problem Reports (2).................................................................................................150

247. # Problem Reports (3).................................................................................................150
248. # Cases of Recovered Revenue..................................................................................150
249. # Activations............................................................................................................... 151
250. # Activations (2).......................................................................................................... 151
251. # SLAs....................................................................................................................... 151
252. # Orders..................................................................................................................... 152
253. # Customers (4)......................................................................................................... 152
254. # Settlement Reports..................................................................................................152
255. # Customer Transactions............................................................................................153
256. # XDRs...................................................................................................................... 153
257. # XDRs (2)................................................................................................................. 153
258. $ Cost of Channel.......................................................................................................154
259. $ Revenue (2)............................................................................................................ 154
260. $ Revenue Collected..................................................................................................154
261. $ Revenue (4)............................................................................................................ 155
262. # Hours for All Repair and Maintenance.......................................................................155
263. # Minutes for All Contracted Service Uptime (2)............................................................155
264. $ Revenue Unbilled and Underbilled............................................................................156
265. $ Cost of Fulfillment (3)...............................................................................................156
266. # Data Records Validated...........................................................................................156
267. $ Revenue Leakage Discovered and Recoverable.......................................................157
268. $ Revenue Leakage Discovered and Recoverable (2)..................................................157
269. # Settlement Reports Verified and Accepted................................................................157
270. $ Cost Leakage Detected and Recovered....................................................................158
271. $ Cost Leakage Detected and Not Recovered.............................................................158
272. # Minutes for All Actual Service Uptime........................................................................159
273. # Minutes for All Contracted Service Uptime.................................................................159
274. # Minutes for All Service Outages................................................................................159
275. Revenue System Uptime............................................................................................160
276. Revenue System Size................................................................................................160
277. Mean Time to Repair (MTTR)......................................................................................160
278. # Problem Reports Closed (2).....................................................................................161
279. One ......................................................................................................................... 161
280. Net Promoter Score, Relational (NPS-R) (2)................................................................161
281. % Customers Who Are Promoters (Relational).............................................................162
282. % Customers Who Are Detractors (Relational).............................................................162
283. Net Promoter Score, Transactional (NPS-T) (2)............................................................162
284. % Customers Who Are Promoters (Transactional)........................................................163
285. % Customers Who Are Detractors (Transactional)........................................................163
3. Alternate Metric Listings.....................................................................................................................................165
3.1. Business Metrics, Sorted by Metric ID (Simple List).......................................................165

3.2. Business Metrics, Sorted by Metric Code......................................................................171
3.3. Business Metrics, Sorted by Metric Name.....................................................................174
3.4. Business Metrics, Sorted by XLS Name.......................................................................180
Appendix A: Administrative Information..............................................................................................................186
A.1. Version History............................................................................................................ 186

A.2.Release History........................................................................................................... 186
A.3. Document Family and Related Documents...................................................................187
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1. Introduction
1.1. Document Overview
The GB935 document family describes the TM Forum output related to business metrics. The
document family consists of several documents, including a Concepts & Principles document,
an addendum A that lists out the business Metric Specifications, and an addendum B that
describes the process for contributing new business metrics.
The Business Metrics Specifications Addendum A lists the definitions of the 100+ business
metrics that are currently active with the BMS team. This includes key attributes like naming,
codes, categories, formula, description, units, etc. Additional information concerning each metric
and its corresponding benchmarking data is available by contacting the business benchmarking
team (benchmark@tmforum.org), and/or subscribing to its reports and services.
GB935, Version 7.1
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2. Description of Metrics, By Metric ID

The following lists all the BMS metrics and their constituent measures, by Metric ID, and all the key
attributes for that metric. Only non-blank attributes are listed. For a description of the metric attributes,
see the BMS metric model in section 2.6 of GB935 Concepts & Principles.
1. Profitability
GB935, Version 7.1
ID:
1
Code:
G-RM-1
Prose Name:
Profitability
XLS Name:
special.profitability
Category:
Business Metric
Description:
Service Offering profitability by quantifying operating income against
operating revenue (OBIDA)
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Ratio of Margin/Revenue
Metric Type:
Ratio
Prose Ratio:
$ Operating Income / $ Revenue (6)
XLS Ratio:
operating_income / revenue.6
Numerator ID:
183
Num Prose Name:
$ Operating Income
Num XLS Name:
operating_income
Num Includes:
(SO operating revenue - SO operating expenses); also defined as
(SO EBITA)
Num Excludes:
Taxes, interest, income from other sources, depreciation, amortization
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Service revenue, CPE revenue or CPE revenue allocation
Den Excludes:
Interest income, projected revenue, and intra group charges not
directly related to this SO, Handset revenue (mobile SO)
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
Profitability
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2. Average Revenue per User (ARPU)
ID:
2
Code:
G-RM-1b
Prose Name:
Average Revenue per User (ARPU)
XLS Name:
special.arpu
Category:
Business Metric
Description:
Service Offering profitability by quantifying average revenue per user
(ARPU)
Comments:
Currency needs to be adapted for IMF PPP
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Ratio of Margin/Revenue
Metric Type:
Ratio
Prose Ratio:
$ Revenue (5) / # Users
XLS Ratio:
revenue.5 / users
Numerator ID:
187
Num Prose Name:
$ Revenue (5)
Num XLS Name:
revenue.5
Num Includes:
SO revenue after discounts, CPE revenue or CPE revenue allocation
Num Excludes:
Num Units:
Currency
Denominator ID:
124
Den Prose Name:
# Users
Den XLS Name:
users
Den Includes:
Total number of current SO users at end of period
Den Units:
Number
Dimensions:
1. By Customer Segment: Consumer & SME, Large Enterprise &
Government (2) (Optional)
Units:
Currency (Adjusted for IMF PPP)
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
ARPU
3. % Opex, of Capex
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
3
G-RM-2
% Opex, of Capex
pct.opex.of.capex
Business Metric
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Description:
Service Offering cost efficiency by assessing Service Offering OpEx
relative to CapEx
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Ratio of OpEx/CapEx
Metric Type:
Ratio
Prose Ratio:
$ Opex / $ Capex
XLS Ratio:
opex / capex
Numerator ID:
186
Num Prose Name:
$ Opex
Num XLS Name:
opex
Num Includes:
SO (cost of service) + cost of CPE + Sales and Marketing + G&A +
Depreciation & Amortization
Num Units:
Currency
Denominator ID:
179
Den Prose Name:
$ Capex
Den XLS Name:
capex
Den Includes:
SO allocation of capital expenditures including capitalized interest.
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
OpEx/CapEx
4. % Opex, of Revenue
GB935, Version 7.1
ID:
4
Code:
G-RM-3
Prose Name:
% Opex, of Revenue
XLS Name:
pct.opex.of.revenue
Category:
Business Metric
Description:
Service Offering cost effectiveness by assessing Service Offering
OpEx relative to operating revenue
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Ratio of OpEx/Revenue
Metric Type:
Ratio
Prose Ratio:
$ Opex / $ Revenue (6)
XLS Ratio:
opex / revenue.6
Numerator ID:
186
Num Prose Name:
$ Opex
Num XLS Name:
opex
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Num Includes:
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
OpEx/Revenue
5. % Revenue, by Bearer Service and Application Type
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
Description:
applications
Comments:
recent
Domain:
Process Focus:
Topic:
Metric Type:
Prose Ratio:
XLS Ratio:
Numerator ID:
Num Prose Name:
Num XLS Name:
Num Includes:
details
Num Excludes:
Num Units:
Denominator ID:
Den Prose Name:
Den XLS Name:
5
G-RM-4
% Revenue, by Bearer Service and Application Type
pct.revenue.by.service_or_app.type
Business Metric
Service Offering revenue distribution between bearer service and
Capture Period Note: Most Recent 4 quarters, where Qa is most
Revenue & Margin
General
Revenue Breakdown
Ratio
$ Revenue, by Bearer Service and Application Type / $ Revenue (2)
revenue.by.service_or_app.type / revenue.2
191
$ Revenue, by Bearer Service and Application Type
revenue.by.service_or_app.type
Total SO revenue across all categories as described in the modifying
Handset revenue (mobile SO), CPE revenue
Currency
259
$ Revenue (2)
revenue.2
Page 14 of 201
Den Includes:
Den Excludes:
interest income, Handset revenue (mobile SO)
Den Units:
Currency
Dimensions:
Government (2); 2. By Service Component: Service Bearer e.g. Internet access service,
Applications e.g. email (2)
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
Yes
Legacy Name:
Revenue Breakdown Between Bearer Service and Applications
6. % Revenue, by Voice Services
GB935, Version 7.1
ID:
6
Code:
G-RM-4b
Prose Name:
% Revenue, by Voice Services
XLS Name:
pct.revenue.by.voice_services
Category:
Business Metric
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Revenue Breakdown
Metric Type:
Ratio
Prose Ratio:
$ Revenue, by Voice Services / $ Revenue (6)
XLS Ratio:
revenue.by.voice_services / revenue.6
Numerator ID:
190
Num Prose Name:
$ Revenue, by Voice Services
Num XLS Name:
revenue.by.voice_services
Num Includes:
Revenue for voice specific services, including analog and VOIP
Num Excludes:
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
% SO Revenue From Voice Services
Page 15 of 201
7. % Revenue, by Data Services
ID:
7
Code:
G-RM-4c
Prose Name:
% Revenue, by Data Services
XLS Name:
pct.revenue.by.data_services
Category:
Business Metric
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Revenue Breakdown
Metric Type:
Ratio
Prose Ratio:
$ Revenue, by Data Services / $ Revenue (6)
XLS Ratio:
revenue.by.data_services / revenue.6
Numerator ID:
189
Num Prose Name:
$ Revenue, by Data Services
Num XLS Name:
revenue.by.data_services
Num Includes:
Revenue for data specific services, e.g. broadband
Num Excludes:
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
% SO Revenue From Data Services
8. % Customers Acquired
GB935, Version 7.1
ID:
8
Code:
G-RM-5a
Prose Name:
% Customers Acquired
XLS Name:
pct.customers.acquired
Category:
Business Metric
Description:
Service Offering revenue efficiency by assessing the number of new
customers acquired against total number of customers for a Service Offering
Comments:
net churn = customers lost - customers acquired
Domain:
Revenue & Margin
Process Focus:
General
Page 16 of 201
Topic:
Customer Constancy
Metric Type:
Ratio
Prose Ratio:
# Customers Acquired / # Customers at Start of Month
XLS Ratio:
customers.acquired / customers.start_of_month
Numerator ID:
181
Num Prose Name:
# Customers Acquired
Num XLS Name:
customers.acquired
Num Includes:
SO New customers within the month in question
Num Excludes:
SO existing customers who have signed for new services within SO
Num Units:
Number
Denominator ID:
232
Den Prose Name:
# Customers at Start of Month
Den XLS Name:
customers.start_of_month
Den Excludes:
Customers lost in the month in question
Den Units:
Number
Dimensions:
1. By Payment Timing: Prepay, Postpay (2) ; 2. By Customer
Segment: Consumer & SME, Large Enterprise & Government (2) (optional)
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
Customers Acquired
9. % Customers Lost
GB935, Version 7.1
ID:
9
Code:
G-RM-5b
Prose Name:
% Customers Lost
XLS Name:
pct.customers.lost
Alternate Name:
Churn Rate
Category:
Business Metric
Description:
Service Offering revenue efficiency by assessing the number of
Service Offering customers lost against total number of customers for that Service Offering
Comments:
gross churn = (default) churn = customers lost
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Customer Constancy
Alternate Name):
Churn Rate
Metric Type:
Ratio
Prose Ratio:
# Customers Lost / # Customers at Start of Month
XLS Ratio:
customers.lost / customers.start_of_month
Numerator ID:
182
Num Prose Name:
# Customers Lost
Page 17 of 201
Num XLS Name:

customers.lost
Num Includes:
SO Lost customers within the month in question
Num Excludes:
Existing customers who have reduced their services for this SO
Num Units:
Number
Denominator ID:
232
Den Prose Name:
Den XLS Name:
Den Excludes:
Den Units:
Number
Dimensions:
1. By Payment Timing: Prepay, Postpay (2); 2. By Customer
Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Customers Lost
10. % Revenue Unbilled
GB935, Version 7.1
ID:
10
Code:
G-RM-RA-RLb
Prose Name:
% Revenue Unbilled
XLS Name:
pct.revenue.unbilled
Category:
Business Metric
Description:
Service Offering revenue efficiency by assessing the unbilled/underbilled revenue relative to the total Service Offering revenue
Comments:
When collecting in Business Benchmarking Main Study, remember to
use the total services revenue for this metric . Do not use the Service Offering revenue unless
you will also provide the unbilled information on a Service Offering basis.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Revenue Assurance - Revenue Leakage
Alternate ID:
RA-RLb
Metric Type:
Ratio
Prose Ratio:
$ Revenue Unbilled and Underbilled / $ Revenue
XLS Ratio:
revenue.unbilled_and_underbilled / revenue
Numerator ID:
264
Num Prose Name:
$ Revenue Unbilled and Underbilled
Num XLS Name:
revenue.unbilled_and_underbilled
Num Includes:
The detected revenue that is entirely or partly not billed to the
customer or to 3rd parties
Num Units:
Currency
Denominator ID:
193
Page 18 of 201
Den Prose Name:

$ Revenue
Den XLS Name:
revenue
Den Includes:
Services revenue
Den Excludes:
directly related to this SP, Handset revenue (mobile SP)
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Revenue That Could Not Be Billed
11. $ Revenue Unbilled
GB935, Version 7.1
ID:
11
Code:
G-RM-RA-RLc
Prose Name:
$ Revenue Unbilled
XLS Name:
revenue.unbilled
Category:
Business Metric
Comments:
Currency needs to be adapted for IMF PPP, Similar to RA-RLb but in
a monetary value instead of Ratio. If for internal use only, adjustment by IMF PPP not
required.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-RLc
Metric Type:
Ratio over 1
Prose Ratio:
$ Revenue Unbilled and Underbilled / One
XLS Ratio:
revenue.unbilled_and_underbilled / special.one
Numerator ID:
264
Num Prose Name:
Num XLS Name:
Num Includes:
Num Units:
Currency
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Units:
Currency
Preferred:
Low
Status:
Active
Unused:
Yes
Page 19 of 201
Legacy Name:
Amount of Revenue That Could Not Be Billed
12. % XDRs for Billing
ID:
12
Code:
G-RM-RA-RLe
Prose Name:
% XDRs for Billing
XLS Name:
pct.xdrs.billing
Category:
Business Metric
Comments:
In the denominator, semi-duplicate records (e.g., multiple records for
the same event, for example from different network elements, should be counted as one
record
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-RLe
Metric Type:
Ratio
Prose Ratio:
# XDRs for Billing / # XDRs from Network
XLS Ratio:
xdrs.billing / xdrs.network
Numerator ID:
160
Num Prose Name:
# XDRs for Billing
Num XLS Name:
xdrs.billing
Num Includes:
All xDRs received in Billing during the period
Num Excludes:
Any not falling in above criteria (late arriving/dropped)
Num Units:
Number
Denominator ID:
176
Den Prose Name:
# XDRs from Network
Den XLS Name:
xdrs.network
Den Includes:
All xDRs captured by Network Element during the period
Den Excludes:
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
Yes
Legacy Name:
% Billing xDRs
13. % Cost of Stranded and Unused Assets, of Revenue
GB935, Version 7.1
ID:
Code:
Prose Name:
13
G-RM-RA-RLg
% Cost of Stranded and Unused Assets, of Revenue
Page 20 of 201
XLS Name:
pct.cost.stranded_assets.of.revenue
Category:
Business Metric
Description:
Service Offering revenue efficiency by assessing the quarterly Total
cost of stranded and unused assets
Comments:
Assets are part of CapEx
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-RLg
Metric Type:
Ratio
Prose Ratio:
$ Cost of Stranded and Unused Assets / $ Revenue (6)
XLS Ratio:
cost.stranded_and_unused_assets / revenue.6
Numerator ID:
206
Num Prose Name:
$ Cost of Stranded and Unused Assets
Num XLS Name:
cost.stranded_and_unused_assets
Num Includes:
Sum of cost of all stranded and unused assets in the period
Num Excludes:
Assets not related to individual subscribers such as shared network
assets. Only includes assets that are specific to individual subscribers (individuals or
enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes,
unused HLR/SDP records
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
By Payment Timing: Prepay, Postpay (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Cost Of Stranded Assets
14. % Settlement Reports Accepted
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
14
G-RM-RA-RLh
% Settlement Reports Accepted
pct.settlement_reports.accepted
Business Metric
Page 21 of 201
Description:
Service Offering revenue efficiency by assessing the quarterly verified
and accepted 3rd party settlement reports relative to the total settlement reports
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-RLh
Metric Type:
Ratio
Prose Ratio:
# Settlement Reports Verified and Accepted / # Settlement Reports
XLS Ratio:
settlement_reports.accepted / settlement_reports
Numerator ID:
269
Num Prose Name:
# Settlement Reports Verified and Accepted
Num XLS Name:
settlement_reports.accepted
Num Includes:
SP Settlement Reports on which no dispute is outstanding
Num Excludes:
Any reports under dispute or not accepted
Num Units:
Number
Denominator ID:
254
Den Prose Name:
# Settlement Reports
Den XLS Name:
settlement_reports
Den Includes:
All SP Settlement Reports irrespective of status during the period in
question
Den Units:
Number
Dimensions:
1. By Payment Timing: Prepay, Postpay (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
Yes
Legacy Name:
15. % Revenue Overbilled
GB935, Version 7.1
ID:
15
Code:
G-RM-RA-RLj
Prose Name:
% Revenue Overbilled
XLS Name:
pct.revenue.overbilled
Category:
Business Metric
Comments:
use the total services revenue for this metric . Do not use the Service Offering revenue unless
you will also provide the unbilled information on a Service Offering basis.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-RLj
Metric Type:
Ratio
Page 22 of 201
Prose Ratio:
$ Revenue Overbilled (2) / $ Revenue
XLS Ratio:
revenue.overbilled.2 / revenue
Numerator ID:
130
Num Prose Name:
$ Revenue Overbilled (2)
Num XLS Name:
revenue.overbilled.2
Num Includes:
The detected revenue that is overbilled to the customer or to 3rd
parties
Num Units:
Currency
Denominator ID:
193
Den Prose Name:
$ Revenue
Den XLS Name:
revenue
Den Includes:
Services revenue
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Revenue That Was Overbilled
16. % Revenue Recovered
GB935, Version 7.1
ID:
16
Code:
G-RM-RA-PEa
Prose Name:
% Revenue Recovered
XLS Name:
pct.revenue.recovered
Category:
Business Metric
Description:
revenue assurance control efficiency by assessing the recovered
value relative to the total operating revenue
Comments:
use the total services revenue for this metric . Do not use the Service offering revenue unless
you will also provide the unbilled information on a service offering basis. Revenue from
customers and from 3rd parties are considered. This KPI measures not the efficiency of RA
department of the company but the efficiency of RA process in the company.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Revenue Assurance - Control Efficiency
Alternate ID:
RA-PEa
Metric Type:
Ratio
Prose Ratio:
$ Revenue Recovered (2) / $ Revenue
XLS Ratio:
revenue.leakage.recovered.2 / revenue
Numerator ID:
131
Page 23 of 201
Num Prose Name:

$ Revenue Recovered (2)
Num XLS Name:
revenue.leakage.recovered.2
Num Includes:
Leakage that is recovered
Num Excludes:
Not a leakage or not recovered
Num Units:
Currency
Denominator ID:
193
Den Prose Name:
$ Revenue
Den XLS Name:
revenue
Den Includes:
Services revenue
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
% Recovered Revenue Value
17. $ Revenue Recovered
GB935, Version 7.1
ID:
17
Code:
G-RM-RA-PEb
Prose Name:
$ Revenue Recovered
XLS Name:
revenue.leakage.recovered
Category:
Business Metric
Comments:
Currency needs to be adapted for IMF PPP, If for internal use only,
adjustment by IMF PPP not required. Similar to RA-PEa but in a monetary value instead of
Ratio. This KPI measures not the efficiency of RA department of the company but the
efficiency of RA process in the company.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-PEb
Metric Type:
Ratio over 1
Prose Ratio:
$ Revenue Recovered (2) / One
XLS Ratio:
revenue.leakage.recovered.2 / special.one
Numerator ID:
131
Num Prose Name:
Num XLS Name:
Num Includes:
Num Excludes:
Num Units:
Currency
Denominator ID:
279
Den Prose Name:
One
Page 24 of 201
Den XLS Name:

Den Units:
Units:
Preferred:
Status:
Unused:
Legacy Name:
special.one
Number
Currency
High
Active
Yes
Recovered Revenue Value
18. % Revenue Recoverable
GB935, Version 7.1
ID:
18
Code:
G-RM-RA-PEc
Prose Name:
% Revenue Recoverable
XLS Name:
pct.revenue.recoverable
Category:
Business Metric
Description:
revenue assurance control efficiency by assessing the value that is
discovered and recoverable relative to the total operating revenue
Comments:
Revenue from customers and from 3rd parties are considered. This
KPI measures not the efficiency of RA department of the company but the efficiency of RA
process in the company.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-PEc
Metric Type:
Ratio
Prose Ratio:
$ Revenue Leakage Discovered and Recoverable (2) / $ Revenue (4)
XLS Ratio:
revenue.leakage.discovered_and_recovered.2 / revenue.4
Numerator ID:
268
Num Prose Name:
$ Revenue Leakage Discovered and Recoverable (2)
Num XLS Name:
revenue.leakage.discovered_and_recovered.2
Num Includes:
Leakage that is recoverable
Num Excludes:
Not a leakage or not recoverable or already recovered
Num Units:
Currency
Denominator ID:
261
Den Prose Name:
$ Revenue (4)
Den XLS Name:
revenue.4
Den Includes:
Services revenue
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Page 25 of 201
Legacy Name:
% Recoverable Revenue Value
19. $ Revenue Recoverable
ID:
19
Code:
G-RM-RA-PEd
Prose Name:
$ Revenue Recoverable
XLS Name:
revenue.leakage.recoverable
Category:
Business Metric
Comments:
If for internal use only, adjustment by IMF PPP not required. Similar to
RA-PEc but in a monetary value instead of Ratio. This KPI measures not the efficiency of RA
department of the company but the efficiency of RA process in the company.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-PEd
Metric Type:
Ratio over 1
Prose Ratio:
$ Revenue Leakage Discovered and Recoverable / One
XLS Ratio:
revenue.leakage.discovered_and_recovered / special.one
Numerator ID:
267
Num Prose Name:
$ Revenue Leakage Discovered and Recoverable
Num XLS Name:
revenue.leakage.discovered_and_recovered
Num Includes:
Leakege that is recoverable
Num Excludes:
Not a leakage or not recoverable or already recovered in previous
period
Num Units:
Currency
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Units:
Currency
Preferred:
High
Status:
Active
Unused:
Yes
Legacy Name:
Value Discovered and Recoverable
20. # Days per Revenue Recovery Case
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
20
G-RM-RA-PEe
# Days per Revenue Recovery Case
days.per.revenue_recovery_case
Business Metric
Page 26 of 201
Comments:
It is better to consider collection time instead of billing time for
recovery period calculation, however this is not practical for most operators. This KPI
measures not the efficiency of RA department of the company but the efficiency of RA
process in the company.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-PEe
Metric Type:
Ratio
Prose Ratio:
# Months for All Revenue Recovery Cases / # Cases of Recovered
Revenue
XLS Ratio:
months.all.revenue_recovery_cases / cases.recovered_revenue
Numerator ID:
196
Num Prose Name:
# Months for All Revenue Recovery Cases
Num XLS Name:
months.all.revenue_recovery_cases
Num Includes:
Sum of recovery periods (from leakage discovered time to billed to
customer or 3rd party) of all recovered cases
Num Excludes:
Excludes all revenue leakage cases still unrecovered.
Num Units:
Month
Denominator ID:
248
Den Prose Name:
# Cases of Recovered Revenue
Den XLS Name:
cases.recovered_revenue
Den Includes:
All recovered revenue cases in the period
Den Excludes:
Den Units:
Number
Units:
Day
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Mean Time For Recovery Of Revenue Leakage
21. % XDRs Successfully Recovered and Billed After Recycling
GB935, Version 7.1
ID:
21
Code:
G-RM-RA-PEf
Prose Name:
% XDRs Successfully Recovered and Billed After Recycling
XLS Name:
pct.xdrs.recovered_and_billed
Category:
Business Metric
Description:
revenue assurance revenue leakage by assessing the number of
xDRs successfully recovered and billed after recycling relative to the total number of xDRs
Comments:
A period can include several billing cycles. Note that the denominator
refers to all xDRs, not just suspended xDRs.
Domain:
Revenue & Margin
Page 27 of 201
Process Focus:
Topic:
Alternate ID:
Metric Type:
Prose Ratio:
XLS Ratio:
Numerator ID:
Num Prose Name:
Num XLS Name:
Num Includes:
Num Excludes:
Num Units:
Denominator ID:
Den Prose Name:
Den XLS Name:
Den Includes:
Den Excludes:
Den Units:
Units:
Decimal Places:
Status:
Unused:
Legacy Name:
xDRs)
General
RA-PEf
Ratio
# XDRs Recovered, Processed and Billed After Recycling / # XDRs
xdrs.recovered_and_billed / xdrs
128
# XDRs Recovered, Processed and Billed After Recycling
xdrs.recovered_and_billed
recovered xDRs which were billed to end customer during the period
Any xDRs not falling in above criteria
Number
256
# XDRs
xdrs
Total number of xDRs during the period
Number
Percent
2
Active
No
% xDRs Successfully Recovered and Billed After Recycling (per Total
22. % Revenue Recovered and Recoverable
GB935, Version 7.1
ID:
22
Code:
G-RM-RA-PEg
Prose Name:
% Revenue Recovered and Recoverable
XLS Name:
pct.revenue.recovered_and_recoverable
Category:
Business Metric
Description:
revenue assurance control efficiency by assessing the value that is
recovered, discovered and recoverable relative to the total operating revenue
Comments:
This KPI is only about customer revenues but not about 3rd party
revenue. It excludes revenue leakages associated with third parties (e.g., interconnect
partners, roaming partners, etc.). This KPI measures not the efficiency of RA department of
the company but the efficiency of RA process in the company.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-PEg
Metric Type:
Ratio
Prose Ratio:
$ Revenue Recovered and Recoverable / $ Revenue
Page 28 of 201
XLS Ratio:
revenue.leakage.recovered_and_recoverable / revenue
Numerator ID:
158
Num Prose Name:
$ Revenue Recovered and Recoverable
Num XLS Name:
revenue.leakage.recovered_and_recoverable
Num Includes:
The revenue that is billed or could be billed to the customer due to
Leakages discovery
Num Excludes:
Amount Billed due to regular operational processes
Num Units:
Currency
Denominator ID:
193
Den Prose Name:
$ Revenue
Den XLS Name:
revenue
Den Includes:
Services revenue
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
% Recovered and Recoverable Revenue
23. % Data Records Validated
GB935, Version 7.1
ID:
23
Code:
G-RM-RA-DQa
Prose Name:
% Data Records Validated
XLS Name:
pct.data_records.validated
Category:
Business Metric
Description:
revenue assurance data quality by assessing the number of validated
data records relative to the total number of data records
Comments:
This metric gives the percentage of data validated and forms a basis
for all the other KPIs. If the organization has a data warehouse then the number of records
added to the data warehouse in the measurement period will be a good estimation for the
denominator. As the Numerator, any such data that went through an effective validation
process.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Revenue Assurance - Data Quality
Alternate ID:
RA-DQa
Metric Type:
Ratio
Prose Ratio:
# Data Records Validated / # Data Records
XLS Ratio:
data_records.validated / data_records
Numerator ID:
266
Num Prose Name:
# Data Records Validated
Page 29 of 201
Num XLS Name:

Num Includes:
Num Units:
Denominator ID:
Den Prose Name:
Den XLS Name:
Den Includes:
Den Excludes:
Den Units:
Units:
Preferred:
Status:
Unused:
Legacy Name:
data_records.validated
Number of records that have been validated from all the systems
Number
234
# Data Records
data_records
Total number of data records from all systems
Internal or special data, as required
Number
Percent
High
Active
No
% Data Validated
24. % Customers Reconciled
GB935, Version 7.1
ID:
24
Code:
G-RM-RA-DQb
Prose Name:
% Customers Reconciled
XLS Name:
pct.customers.reconciled
Category:
Business Metric
Description:
revenue assurance data quality by assessing the number of
customers reconciled relative to the total number of customers
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-DQb
Metric Type:
Ratio
Prose Ratio:
# Customers Included in Reconciliation / # Customers (2)
XLS Ratio:
customers.included_in_reconciliation / customers.2
Numerator ID:
173
Num Prose Name:
# Customers Included in Reconciliation
Num XLS Name:
customers.included_in_reconciliation
Num Includes:
Customers who are included to reconciliation between Billing, CRM,
HLR and Provisioning IN
Num Excludes:
Other platforms than the ones specified above
Num Units:
Number
Denominator ID:
213
Den Prose Name:
# Customers (2)
Den XLS Name:
customers.2
Den Includes:
Whole customer base
Den Excludes:
Internal customers
Den Units:
Number
Page 30 of 201
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
Percent
2
High
Active
No
25. % Data Records Misaligned
GB935, Version 7.1
ID:
25
Code:
G-RM-RA-DQc
Prose Name:
% Data Records Misaligned
XLS Name:
pct.data_records.misaligned
Category:
Business Metric
Comments:
This metrics gives the % of misaligned data identified during the
validation process from all the data considered for validation (see RA-DQa).
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-DQc
Metric Type:
Ratio
Prose Ratio:
# Data Records Misaligned / # Data Records
XLS Ratio:
data_records.misaligned / data_records
Numerator ID:
242
Num Prose Name:
# Data Records Misaligned
Num XLS Name:
data_records.misaligned
Num Includes:
Collective volume of data in terms of records from multiple systems,
which are misaligned
Num Excludes:
Aligned data records
Num Units:
Number
Denominator ID:
234
Den Prose Name:
# Data Records
Den XLS Name:
data_records
Den Includes:
Den Excludes:
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Misaligned Records
Page 31 of 201
26. % Customers Misaligned
ID:
26
Code:
G-RM-RA-DQd
Prose Name:
% Customers Misaligned
XLS Name:
pct.customers.misaligned
Category:
Business Metric
Comments:
This KPI considers customers that were included to reconciliation
process (see RA-DQb) and found to be misaligned. This metrics gives an insight into the
integration efficiency between various systems (BSS and Network).
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-DQd
Metric Type:
Ratio
Prose Ratio:
# Customers Misaligned / # Customers (4)
XLS Ratio:
customers.misaligned / customers.4
Numerator ID:
241
Num Prose Name:
# Customers Misaligned
Num XLS Name:
customers.misaligned
Num Includes:
Customers who are not in sync between billing, CRM, HLR and IN
Num Excludes:
Num Units:
Number
Denominator ID:
253
Den Prose Name:
# Customers (4)
Den XLS Name:
customers.4
Den Includes:
Whole customer base. A customer with multiple accounts is counted
as a single customer.
Den Excludes:
Internal or special customers, as required
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Misaligned Customers
27. % Customer Contacts Received, by Channel Type
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
27
CM-CE-1
% Customer Contacts Received, by Channel Type
pct.customer_contacts.by.channel.type
Business Metric
Page 32 of 201
Description:
customer preference in interaction channel by assessing the
customer s channel distribution relative to total contacts
Comments:
Self service includes web or E2E IVR treatment. Mail includes email
and hard copy correspondence. Note that the summary of all details provided should
summarize to about 100% (excluding the channels not covered)
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Access
Metric Type:
Ratio
Prose Ratio:
# Customer Contacts, by Contact Type / # Customer Contacts
XLS Ratio:
customer_contacts.by.contact.type / customer_contacts
Numerator ID:
166
Num Prose Name:
# Customer Contacts, by Contact Type
Num XLS Name:
customer_contacts.by.contact.type
Num Includes:
All contact types: inquiries, complaints, change requests
Num Excludes:
Outbound contacts
Num Units:
Number
Denominator ID:
225
Den Prose Name:
# Customer Contacts
Den XLS Name:
customer_contacts
Den Includes:
Den Units:
Number
Dimensions:
1. By Channel: direct (store front, acct mngr), reseller/distributor,
phone, self service (4); 2. By Contact Category: Fulfillment, Assurance, Billing, General (4)
(Optional)
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Distribution Of Contact Handling Across Channels
28. Average Hold Time
GB935, Version 7.1
ID:
28
Code:
CM-CE-2a
Prose Name:
Average Hold Time
XLS Name:
special.average_hold_time
Category:
Business Metric
Description:
customer experience of promptness in receiving service by assessing
the mean customer call wait time. The measured duration extends from the point when the
customer enters a request to the point where a response/ acknowledgement is provided
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Time
Page 33 of 201
Metric Type:
Ratio
Prose Ratio:
# Seconds for All Customer Call Waiting Time / # Customer Requests
(2)
XLS Ratio:
seconds.all.customer_call.waiting_time / customer_requests.2
Numerator ID:
137
Num Prose Name:
# Seconds for All Customer Call Waiting Time
Num XLS Name:
seconds.all.customer_call.waiting_time
Num Includes:
Call center contacts (after IVR initial activities).
Num Excludes:
All other channels: store, email, IVR
Num Units:
Second
Denominator ID:
230
Den Prose Name:
# Customer Requests (2)
Den XLS Name:
customer_requests.2
Den Includes:
Calls into the call centers, including outsourced call centers of the
operators.
Den Excludes:
Calls that are dropped while they are in the queue waiting to be
answered. Customer requests that come in via other channels (e.g. store, email, IVR)
Den Units:
Number
Dimensions:
1. By Request Category: Fulfillment, Assurance, Billing, General (4)
(Optional); 2. By Customer Segment: Consumer & SME vs. Large Corporate & Government
(2) (Optional)
Units:
Second
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Mean Customer Call Waiting Time
29. Average Handle Time
GB935, Version 7.1
ID:
29
Code:
CM-CE-2b
Prose Name:
Average Handle Time
XLS Name:
special.average_handle_time
Category:
Business Metric
Description:
customer experience of effectiveness by assessing mean customer
duration in request fulfillment. The measured duration extends from the point when the
customer makes a request to the point where the customer accepts that their request has
been satisfactorily completed
Comments:
1. Elapsed time relates to calendar days (rather than working days).
2. Change includes order modification or update of customer details.
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Minutes for All Customer Request Handling / # Customer Requests
Page 34 of 201
XLS Ratio:
minutes.all.customer_request.handling / customer_requests
Numerator ID:
138
Num Prose Name:
# Minutes for All Customer Request Handling
Num XLS Name:
minutes.all.customer_request.handling
Num Includes:
Total elapsed calendar time.
Num Units:
Minute
Denominator ID:
229
Den Prose Name:
# Customer Requests
Den XLS Name:
customer_requests
Den Includes:
All customer requests closed in period
Den Excludes:
Open customer requests
Den Units:
Number
Dimensions:
1. By Contact Type: complaint, inquiry, change (3); 2. By Request
Category: Fulfillment. Assurance, Billing, General (4) (Optional)
Units:
Minute
Decimal Places:
1
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Mean Customer Request Closure Time
30. First Call Resolution (FCR)
GB935, Version 7.1
ID:
30
Code:
CM-CE-2c
Prose Name:
First Call Resolution (FCR)
XLS Name:
special.fcr
Category:
Business Metric
Description:
customer experience of effectiveness in first call resolution by
assessing the percentage of customer problems that are resolved on the first call relative to
the total number of customer contacts
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Customer Requests Handled to Completion on First Call / #
Customer Requests (3)
XLS Ratio:
customer_requests.handled_to_completion_on_first_call /
customer_requests.3
Numerator ID:
198
Num Prose Name:
# Customer Requests Handled to Completion on First Call
Num XLS Name:
customer_requests.handled_to_completion_on_first_call
Num Units:
Number
Denominator ID:
147
Page 35 of 201
Den Prose Name:

Den XLS Name:
Den Units:
Dimensions:
(optional)
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:

customer_requests.3
Number
1. By Request Category: Fulfillment, Assurance, Billing, General (4)
Percent
2
High
Active
No
% First Call Resolution
31. # Customer Requests (x1000) per Customer
GB935, Version 7.1
ID:
31
Code:
CM-CE-3a
Prose Name:
# Customer Requests (x1000) per Customer
XLS Name:
customer_requests.x.1000.per.customer
Category:
Business Metric
Description:
customer experience of effectiveness by assessing the number of
customer requests relative to the total number of customers
Comments:
A customer could have multiple access lines or services. Note:
Answer table will multiple by 1000. You should provide the number of Requests.
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Usability
Metric Type:
Ratio
Prose Ratio:
# Customer Requests (x1000) / # Customers (3)
XLS Ratio:
customer_requests.x.1000 / customers.3
Numerator ID:
171
Num Prose Name:
# Customer Requests (x1000)
Num XLS Name:
customer_requests.x.1000
Num Includes:
Inbound contacts (such as phone, email, and web contacts). Billing
includes all billing and payment inquiries. Inquiries about call plans should be included in the
General category
Num Excludes:
Outbound and store front contacts
Num Units:
Number
Denominator ID:
231
Den Prose Name:
# Customers (3)
Den XLS Name:
customers.3
Den Includes:
All customers using this SO
Den Units:
Number
Dimensions:
1. By Request Category: Fulfillment, Assurance, Billing, General (4);
2. By Contact Type: complaint vs. inquiry (2) (optional)
Page 36 of 201
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
Number
1
Low
Active
No
Volume Of Customer Requests
32. % Customer Requests Received, by Request Type
GB935, Version 7.1
ID:
32
Code:
CM-CE-3b
Prose Name:
% Customer Requests Received, by Request Type
XLS Name:
pct.customer_requests.by.request.type
Category:
Business Metric
Description:
customer experience of effectiveness by assessing the distribution of
topic requests (complaint, inquiry and change) relative to the total number of requests
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Usability
Metric Type:
Ratio
Prose Ratio:
# Customer Contacts, by Request Type / # Customer Contacts (2)
XLS Ratio:
customer_contacts.by.request.type / customer_contacts.2
Numerator ID:
169
Num Prose Name:
# Customer Contacts, by Request Type
Num XLS Name:
customer_contacts.by.request.type
Num Includes:
General category
Num Excludes:
Num Units:
Number
Denominator ID:
227
Den Prose Name:
# Customer Contacts (2)
Den XLS Name:
customer_contacts.2
Den Includes:
General category
Den Excludes:
Den Units:
Number
Dimensions:
1. By Request Category: Fulfillment. Assurance, Billing, General (4);
2. By Contact Type: complaint vs. inquiry (2) (Optional)
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
Yes
Page 37 of 201
Legacy Name:
Distribution Of Customer Requests
33. % Customer Calls Abandoned
ID:
33
Code:
CM-CE-5
Prose Name:
% Customer Calls Abandoned
XLS Name:
pct.customer_calls.abandoned
Alternate Name:
Abandonment Rate
Category:
Business Metric
Description:
customer experience of effectiveness in receiving service by
assessing customer contacts abandoned while awaiting service relative to overall number of
contacts
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Availability
Alternate Name):
Abandonment Rate
Metric Type:
Ratio
Prose Ratio:
# Customer Calls Abandoned / # Customer Calls Inbound
XLS Ratio:
customer_calls.abandoned / customer_calls.inbound
Numerator ID:
164
Num Prose Name:
# Customer Calls Abandoned
Num XLS Name:
customer_calls.abandoned
Num Includes:
All calls abandoned proir to CSR problem resolution
Num Excludes:
Non-call center contacts
Num Units:
Number
Denominator ID:
238
Den Prose Name:
# Customer Calls Inbound
Den XLS Name:
customer_calls.inbound
Den Includes:
All inbound call center contacts
Den Excludes:
Outbound call center contacts and non-call center contacts
Den Units:
Number
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Calls Abandoned
34. % Cost of Customer Management, of Revenue

GB935, Version 7.1
Page 38 of 201
ID:
34
Code:
CM-OE-1a
Prose Name:
% Cost of Customer Management, of Revenue
XLS Name:
pct.cost.customer_management.of.revenue
Category:
Business Metric
Description:
revenue efficiency of customer management by assessing the cost of
Service Offering customer management relative to Service Offering Operating Revenue
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Customer Management / $ Revenue (5)
XLS Ratio:
cost.customer_management / revenue.5
Numerator ID:
204
Num Prose Name:
$ Cost of Customer Management
Num XLS Name:
cost.customer_management
Num Includes:
a) Labor (salary, taxes, benefits and outsourced labor); b) Other
Allocated (Building, Power, IT,...); c) The cost of maintaining the systems used by this process
area, but not the cost of developing the systems; d) Annual product license or support
charges
Num Excludes:
a) G&A expense; b) SO Fulfillment cost; c) Assurance cost; d) Billing
costs; e) Depreciation expense
Num Units:
Currency
Denominator ID:
187
Den Prose Name:
$ Revenue (5)
Den XLS Name:
revenue.5
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Cost Of Customer Management Process
35. % Cost of Customer Management, of Opex
GB935, Version 7.1
ID:
Code:
Prose Name:
35
CM-OE-1b
% Cost of Customer Management, of Opex
Page 39 of 201
XLS Name:
pct.cost.customer_management.of.opex
Category:
Business Metric
Description:
cost efficiency of customer management by assessing the cost of
Service Offering customer management relative to Service Offering operating cost
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Customer Management / $ Opex
XLS Ratio:
cost.customer_management / opex
Numerator ID:
204
Num Prose Name:
Num XLS Name:
Num Includes:
charges
Num Excludes:
Num Units:
Currency
Denominator ID:
186
Den Prose Name:
$ Opex
Den XLS Name:
opex
Den Includes:
Den Units:
Currency
Dimensions:
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Customer Management Process Cost As % OpEx
36. $ Cost of Customer Management per Customer Request
GB935, Version 7.1
ID:
36
Code:
CM-OE-1f
Prose Name:
$ Cost of Customer Management per Customer Request
XLS Name:
cost.customer_management.per.customer_request
Category:
Business Metric
Description:
cost effectiveness of customer management by assessing the
customer management cost per service offering unit. The metric is calculated from the total
cost of Service Offering customer management as a function of the number of customer
transactions of a Service Offering
Page 40 of 201
Comments:
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Customer Management / # Customer Requests (4)
XLS Ratio:
cost.customer_management / customer_requests.4
Numerator ID:
204
Num Prose Name:
Num XLS Name:
Num Includes:
charges
Num Excludes:
Num Units:
Currency
Denominator ID:
172
Den Prose Name:
Den XLS Name:
customer_requests.4
Den Includes:
Number of SO customer transactions handled in the Customer
Management Process including: a) resolved inquiries and number of Orders taken; b)
number of Trouble Tickets dispatched; c) number of Billing Inquiries routed; d) trouble tickets
dispatched by IV
Den Units:
Number
Dimensions:
Government (2) ; 2. By Contact Category: Fulfillment, Assurance, Billing, General (4)
(Optional)
Units:
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Unit Cost Of Customer Management
37. # Hours per Order, from Ordering to Acceptance
GB935, Version 7.1
ID:
37
Code:
F-CE-2a
Prose Name:
# Hours per Order, from Ordering to Acceptance
XLS Name:
hours.per.order.from.ordering.to.acceptance
Category:
Business Metric
Description:
customer experience of promptness in fulfilling an order by comparing
the aggregate time from order placement to customer acceptance to the total number of
accepted customer orders. The measured duration extends from the point when the
Page 41 of 201
customer places a confirmed order to the point where the customer accepts that their order
has been satisfactorily filled
Comments:
See the Counting Rules tab for more information on how Order
Acceptance is counted to ensure consistency among participants
Domain:
Customer Experience
Process Focus:
Fulfillment
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Orders, from Ordering to Acceptance / # Orders
Accepted by Customer
XLS Ratio:
hours.all.orders.fromm.ordering.to.acceptance / orders.accepted
Numerator ID:
197
Num Prose Name:
# Hours for All Orders, from Ordering to Acceptance
Num XLS Name:
hours.all.orders.fromm.ordering.to.acceptance
Num Includes:
Orders completed and accepted by customer in the reporting month.
Num Excludes:
Presales feasibility assessments, delays due to customer.
Num Units:
Hour
Denominator ID:
165
Den Prose Name:
# Orders Accepted by Customer
Den XLS Name:
orders.accepted
Den Includes:
Activation or Delivery processes started in a prior reporting period
Den Excludes:
Activation or Delivery processes started during this reporting period
but not accepted by the customer
Den Units:
Number
Dimensions:
Units:
Hour
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Mean Duration To Fulfill Service Order
38. # Hours per Installation Committed, Between Customer Required and

Committed Dates
GB935, Version 7.1
ID:
Code:
Prose Name:
Committed Dates
XLS Name:
Category:
38
F-CE-2b
# Hours per Installation Committed, Between Customer Required and
hours.per.installation.committed.between.crd.and.ccd
Business Metric
Page 42 of 201
Description:
customer experience of promptness in fulfilling an order by assessing
the measured gap/duration between the Customer Required Date (CRD) and the Customer
Committed Date (CCD)
Domain:
Customer Experience
Process Focus:
Fulfillment
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Installations Committed, Between Customer Required
and Committed Dates / # Installations Committed
XLS Ratio:
hours.all.installations.committed.between.crd.and.ccd /
installations.committed
Numerator ID:
194
Num Prose Name:
and Committed Dates
Num XLS Name:
hours.all.installations.committed.between.crd.and.ccd
Num Includes:
Total calendar time difference between CRD and CCD when CCD is
later than CRD for all installation commitments in period. In case the CCD is earlier than CRD
the calendar time difference is defined to be 0. When no customer specified CRD, the
calendar time difference is defined to be 0.
Num Units:
Hour
Denominator ID:
240
Den Prose Name:
# Installations Committed
Den XLS Name:
Den Includes:
All installation commitments in period
Den Units:
Number
Dimensions:
Units:
Hour
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Mean Time Difference Between Customer Requested Delivery Date
and Planned Date
39. % Orders Delivered by Committed Date
GB935, Version 7.1
ID:
39
Code:
F-CE-2c
Prose Name:
% Orders Delivered by Committed Date
XLS Name:
pct.orders.delivered_by_committed_date
Category:
Business Metric
Description:
customer experience of effectiveness in fulfilling an order by
assessing the number of service deliveries or activations by the committed date (CCD)
relative to overall service deliveries or activations
Page 43 of 201
Domain:
Customer Experience
Process Focus:
Fulfillment
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Activations Completed by Committed Date / # Activations (2)
XLS Ratio:
activations.completed_by_committed_date / activations.2
Numerator ID:
120
Num Prose Name:
# Activations Completed by Committed Date
Num XLS Name:
activations.completed_by_committed_date
Num Includes:
Number of service deliveries or activations fulfilled including new
service activations, new subscribers connected
Num Units:
Number
Denominator ID:
250
Den Prose Name:
# Activations (2)
Den XLS Name:
activations.2
Den Includes:
Service activations that completed in this reporting period
Den Excludes:
Service activations that fail to complete this reporting period
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
% Orders Delivered By Committed Date
40. # Customer Contacts About Usability of Installed Service per Activation
GB935, Version 7.1
ID:
40
Code:
F-CE-3
Prose Name:
# Customer Contacts About Usability of Installed Service per
Activation
XLS Name:
customer_contacts.usability_of_installed_service.per.activation
Category:
Business Metric
Description:
customer experience of usability in fulfilling an order by assessing the
number of customer usability inquiries relative to overall number of installations
Domain:
Customer Experience
Process Focus:
Fulfillment
Topic:
Usability
Metric Type:
Ratio
Prose Ratio:
# Customer Contacts About Usability of Installed Service / #
Activations
XLS Ratio:
customer_contacts.usability_of_installed_service / activations
Numerator ID:
170
Num Prose Name:
# Customer Contacts About Usability of Installed Service
Page 44 of 201
Num XLS Name:

customer_contacts.usability_of_installed_service
Num Includes:
All customer raised usability related questions. (Note: not bounded by
a time period).
Num Excludes:
Questions not related to service usage; such as pricing
Num Units:
Number
Denominator ID:
249
Den Prose Name:
# Activations
Den XLS Name:
activations
Den Includes:
Total number of service activations or deliveries accepted during
period
Den Units:
Number
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Service Usability Queries
41. % Activations Failed
GB935, Version 7.1
ID:
41
Code:
F-CE-4
Prose Name:
% Activations Failed
XLS Name:
pct.activations.failed
Category:
Business Metric
Description:
customer experience of effectiveness in fulfilling an order by
assessing the number of installations that fail due to technical issues relative to overall
number of installations
Domain:
Customer Experience
Process Focus:
Fulfillment
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Activations Failed / # Activations Completed
XLS Ratio:
activations.failed / activations.completed
Numerator ID:
152
Num Prose Name:
# Activations Failed
Num XLS Name:
activations.failed
Num Includes:
Completed service activations or deliveries that do not work properly
& service activations or deliveries which can not be delivered due to technical issues.
Num Excludes:
Installation problems that were worked around
Num Units:
Number
Denominator ID:
224
Page 45 of 201
Den Prose Name:

# Activations Completed
Den XLS Name:
activations.completed
Den Includes:
Successful & failed
Den Units:
Number
Dimensions:
Government (2) (Optional); 2. By Service Component: Service Bearer e.g. Internet access
service, Applications e.g. email (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Of Service Activation Failures
42. % Orders Failed With 28 Days
GB935, Version 7.1
ID:
42
Code:
F-CE-4b
Prose Name:
% Orders Failed With 28 Days
XLS Name:
pct.orders.failed.28days
Category:
Business Metric
Comments:
Restricted to the incident reports and activations for the service
offering addressed in this study. For example if the service offering is residential Broadband,
IPTV, VoIP, etc would be excluded.
Domain:
Customer Experience
Process Focus:
Fulfillment
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Orders Failed Within 28 Days / # Orders Accepted by Customer (2)
XLS Ratio:
orders.fail_within_28_days / orders.accepted.2
Numerator ID:
168
Num Prose Name:
# Orders Failed Within 28 Days
Num XLS Name:
orders.fail_within_28_days
Num Includes:
All service failures including disruption of parts of the service
Num Excludes:
Service failures resulting from customer actions
Num Units:
Number
Denominator ID:
177
Den Prose Name:
# Orders Accepted by Customer (2)
Den XLS Name:
orders.accepted.2
Den Includes:
Den Excludes:
Den Units:
Number
Page 46 of 201
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Early Life Failure
43. % Cost of Fulfillment, of New Revenue
GB935, Version 7.1
ID:
43
Code:
F-OE-1a
Prose Name:
% Cost of Fulfillment, of New Revenue
XLS Name:
pct.cost.fulfillment.per.revenue.new
Category:
Business Metric
Description:
cost effectiveness of fulfilling an order by assessing the mean cost of
fulfillment per installation relative to mean revenue generated
Domain:
Operational Efficiency
Process Focus:
Fulfillment
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Fulfillment (3) / $ Revenue for Services Newly Fulfilled
XLS Ratio:
cost.fulfillment.3 / revenue.new
Numerator ID:
265
Num Prose Name:
$ Cost of Fulfillment (3)
Num XLS Name:
cost.fulfillment.3
Num Includes:
area, but not the cost of developing the systems; d) Annual product license or support charge
Num Excludes:
a) G&A expense; b) Depreciation expense; c) SO Customer
Management costs; d) SO Assurance costs; e) Proactive investment in anticipation of
customer orders; e.g. network elements provided for capacity planning reasons.
Num Units:
Currency
Denominator ID:
210
Den Prose Name:
$ Revenue for Services Newly Fulfilled
Den XLS Name:
revenue.new
Den Includes:
All new SO revenue after discounts, CPE revenue allocation
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Preferred:
Low
Page 47 of 201
Status:
Unused:
Legacy Name:
Active
No
Cost Of Fulfillment Process
44. % Cost of Sales, of Revenue
GB935, Version 7.1
ID:
44
Code:
F-OE-1b
Prose Name:
% Cost of Sales, of Revenue
XLS Name:
pct.cost.sales.of.revenue
Category:
Business Metric
Description:
cost effectiveness of selling an order by assessing the mean cost of
selling per installation relative to mean revenue generated
Domain:
Process Focus:
Fulfillment
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Sales / $ Revenue for Services Newly Fulfilled
XLS Ratio:
cost.sales / revenue.new
Numerator ID:
154
Num Prose Name:
$ Cost of Sales
Num XLS Name:
cost.sales
Num Includes:
Sales & Marketing Labor (salary, taxes, benefits) + Other Allocated
(Building, Power, IT,...) + Additional Costs (Advertising, ) (This includes the cost of
maintaining the systems used by this process area, but not the cost of developing the
systems. Annual product license or support charges would be included.) /Number of SO
orders. Separated by Detail above
Num Units:
Currency
Denominator ID:
210
Den Prose Name:
Den XLS Name:
revenue.new
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
1. By Channel: Direct, reseller, web, call center (4)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Cost Of Selling By Channel
Page 48 of 201
45. % Cost of Fulfillment, of Opex
ID:
45
Code:
F-OE-1c
Prose Name:
% Cost of Fulfillment, of Opex
XLS Name:
pct.cost.fulfillment.of.opex
Category:
Business Metric
Description:
cost effectiveness of fulfilling an order by assessing the total cost of
fulfillment relative to overall OpEx
Domain:
Process Focus:
Fulfillment
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Fulfillment (2) / $ Opex
XLS Ratio:
cost.fulfillment.2 / opex
Numerator ID:
205
Num Prose Name:
Num XLS Name:
cost.fulfillment.2
Num Includes:
charges
Num Excludes:
SO Assurance costs, SO Customer Management costs
Num Units:
Currency
Denominator ID:
186
Den Prose Name:
$ Opex
Den XLS Name:
opex
Den Includes:
Den Units:
Currency
Dimensions:
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Fulfillment Process Cost As % OpEx
46. % Revenue, by Channel Type
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
46
F-OE-1d
% Revenue, by Channel Type
pct.revenue.by.channel.type
Page 49 of 201
Category:
Business Metric
Description:
revenue distribution across channels by comparing Service Offering
Revenue by channel type against total Service Offering Revenue
Domain:
Process Focus:
Fulfillment
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Revenue, by Channel Type / $ Revenue (6)
XLS Ratio:
revenue.by.channel.type / revenue.6
Numerator ID:
132
Num Prose Name:
$ Revenue, by Channel Type
Num XLS Name:
revenue.by.channel.type
Num Includes:
SO Revenue contribution by channel type. Separated by Detail above
Num Excludes:
Non order related revenue, such as interest
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
1. By Channel: Direct, reseller, web, call center (4); 2. By Customer
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
Yes
Legacy Name:
Revenue By Channel
47. % Revenue, of Operating Cost, by Channel Type
GB935, Version 7.1
ID:
47
Code:
F-OE-1e
Prose Name:
% Revenue, of Operating Cost, by Channel Type
XLS Name:
pct.revenue.of.operating_cost.by.channel.type
Category:
Business Metric
Description:
effectiveness of Service Offering channels by comparing Service
Offering Revenue by channel type against total Service Offering channel cost
Domain:
Process Focus:
Fulfillment
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Revenue, by Channel Type (2) / $ Cost of Channel
Page 50 of 201
XLS Ratio:
revenue.by.channel.type.2 / cost.channel
Numerator ID:
188
Num Prose Name:
$ Revenue, by Channel Type (2)
Num XLS Name:
revenue.by.channel.type.2
Num Includes:
SO Revenue contribution by channel type, CPE revenue allocation.
Separated by Detail above
Num Excludes:
Non order related revenue, such as interest, Handset revenue (mobile
SO)
Num Units:
Currency
Denominator ID:
258
Den Prose Name:
$ Cost of Channel
Den XLS Name:
cost.channel
Den Includes:
(Building, Power, IT,...) + Additional Costs (Advertising, ) + Channel discounts
Den Units:
Currency
Dimensions:
1. By Channel: Direct, reseller, web, call center (4); 2. By Customer
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
Yes
Legacy Name:
Contribution By Channel
48. $ Cost of Fulfillment per Installation
GB935, Version 7.1
ID:
48
Code:
F-OE-1f
Prose Name:
$ Cost of Fulfillment per Installation
XLS Name:
cost.fulfillment.per.installation
Category:
Business Metric
Description:
cost efficiency of fulfilling an order by assessing the cost of the
fulfillment process from order to activation relative to the number of installations
Comments:
Domain:
Process Focus:
Fulfillment
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Fulfillment / # Installations
XLS Ratio:
cost.fulfillment / installations
Numerator ID:
153
Num Prose Name:
$ Cost of Fulfillment
Num XLS Name:
cost.fulfillment
Page 51 of 201
Num Includes:
Num Excludes:
Num Units:
Currency
Denominator ID:
175
Den Prose Name:
# Installations
Den XLS Name:
installations
Den Includes:
Number of installations (customer accepted) at different end points.
One order may have multiple installations.
Den Excludes:
Unfulfilled orders due to cancellation etc.
Den Units:
Number
Dimensions:
Units:
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Unit Cost Of Fulfillment
49. # Hours per Order, from Ordering to Activation
GB935, Version 7.1
ID:
49
Code:
F-OE-2a
Prose Name:
# Hours per Order, from Ordering to Activation
XLS Name:
hours.per.order.from.ordering.to.activation
Category:
Business Metric
Description:
effectiveness of the fulfillment process by measuring the mean time
from order to activation for the core fulfillment process.. The measured duration extends from
the point when the customer places a confirmed order to the point where the customer
accepts that their order has been satisfactorily filled
Domain:
Process Focus:
Fulfillment
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Orders, from Ordering to Activation / # Orders
Accepted by Customer
XLS Ratio:
hours.all.orders.from.ordering.to.activation / orders.accepted
Numerator ID:
140
Num Prose Name:
# Hours for All Orders, from Ordering to Activation
Num XLS Name:
hours.all.orders.from.ordering.to.activation
Num Includes:
Aggregate elapsed time from order to service activation or service
delivery by total process (Meta Process Blocks 2-5)
Page 52 of 201
Num Excludes:
Meta Process Block 1, process suspension per customer request,
Time in Assurance or Customer Management processes
Num Units:
Hour
Denominator ID:
165
Den Prose Name:
Den XLS Name:
orders.accepted
Den Includes:
Den Excludes:
Den Units:
Number
Dimensions:
1. By Customer Density: rural, (urban & suburban) (2) (Optional)
Units:
Hour
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Mean Time Order To Activation
50. # Hours per Order, from Ordering to Activation, by Process Type
GB935, Version 7.1
ID:
50
Code:
F-OE-2b
Prose Name:
# Hours per Order, from Ordering to Activation, by Process Type
XLS Name:
hours.per.order.from.ordering.to.activation.by.process.type
Category:
Business Metric
Description:
time effectiveness of the fulfillment process by assessing the time
from order to activation (Fulfillment Meta Process Blocks 2-5). The measured duration
extends from the point when the customer places a confirmed order to the point where the
customer accepts that their order has been satisfactorily filled, separated by stage of
processing involved
Domain:
Process Focus:
Fulfillment
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Orders, from Ordering to Activation, by Process Type /
XLS Ratio:
hours.all.orders.from.ordering.to.activation.by.process.type /
orders.accepted
Numerator ID:
129
Num Prose Name:
# Hours for All Orders, from Ordering to Activation, by Process Type
Num XLS Name:
hours.all.orders.from.ordering.to.activation.by.process.type
Num Includes:
(Aggregate process time for Fulfillment Meta Process Block for this
SO / Total number of Orders ) Separated by Detail above
Num Excludes:
Fulfillment Meta Process Block 1, process suspension per customer
request, Time in Assurance or Customer Management processes
Page 53 of 201
Num Units:
Hour
Denominator ID:
165
Den Prose Name:
Den XLS Name:
orders.accepted
Den Includes:
Den Excludes:
Den Units:
Number
Dimensions:
1. By Fulfillment Meta Process Block: Order Handling, Service
Configuration, Resource Provisioning, Service Activation (4); 2. By Customer Segment:
Consumer & SME, Large Enterprise & Government (2) (Optional)
Units:
Hour
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Order To Activation Time By Major Process
51. % Orders Requiring Rework, by Cause Type
GB935, Version 7.1
ID:
51
Code:
F-OE-3a
Prose Name:
% Orders Requiring Rework, by Cause Type
XLS Name:
pct.orders.requiring_rework.by.cause.type
Category:
Business Metric
Description:
operational effectiveness of the fulfillment process, and opportunities
for savings, waste elimination, etc., by assessing the number of Service Offering orders
requiring rework relative to the total number of Service Offering orders
Domain:
Process Focus:
Fulfillment
Topic:
Defects, Waste, Rework
Metric Type:
Ratio
Prose Ratio:
# Orders Requiring Rework, from Ordering to Activation / # Orders
XLS Ratio:
orders.requiring_rework.from.ordering.to.activation / orders
Numerator ID:
159
Num Prose Name:
# Orders Requiring Rework, from Ordering to Activation
Num XLS Name:
orders.requiring_rework.from.ordering.to.activation
Num Includes:
Total number of SO orders - number of SO orders successfully
closed on initial completion, applies for each defect type during process flow from Order to
Activation
Num Excludes:
rework in sales
Num Units:
Number
Denominator ID:
252
Den Prose Name:
# Orders
Page 54 of 201
Den XLS Name:

orders
Den Includes:
Orders identified for rework in the current reporting period, including
those created in a prior reporting period
Den Units:
Number
Dimensions:
1. By Defect Type: Customer caused, technology caused, workforce
caused, data mismatch problems for internal systems, other (5)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Orders Requiring Rework By Cause Type
52. # Hours per Fulfillment Issue
GB935, Version 7.1
ID:
52
Code:
F-OE-3b
Prose Name:
# Hours per Fulfillment Issue
XLS Name:
hours.per.fulfillment_issue
Category:
Business Metric
Description:
operational effectiveness of the fulfillment process, and opportunities
for savings, waste elimination, etc. by assessing the mean time to handle defects or rework
within the fulfillment process by aggregating the elapsed time to handle defects or rework
relative to the total number of defects or rework in the Fulfillment process from Order to
Activation
Domain:
Process Focus:
Fulfillment
Topic:
Metric Type:
Ratio
Prose Ratio:
# Hours for All Fulfillment Issues Resolved / # Fulfillment Issues
XLS Ratio:
hours.all.fulfillment_issues.resolved / fulfillment_issues
Numerator ID:
134
Num Prose Name:
# Hours for All Fulfillment Issues Resolved
Num XLS Name:
hours.all.fulfillment_issues.resolved
Num Excludes:
Meta Process Block 1, Time in Assurance or Customer Management
processes
Num Units:
Hour
Denominator ID:
235
Den Prose Name:
# Fulfillment Issues
Den XLS Name:
fulfillment_issues
Den Units:
Number
Dimensions:
1. By Defect Type: Customer caused, technology caused, workforce
caused, data mismatch problems for internal systems, other (5); 2. By Customer Segment:
Consumer & SME, Large Enterprise & Government (2) (Optional)
Units:
Hour
Page 55 of 201
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
Acceptance
2
Low
Active
Yes
Mean Time To Handle Defects Or Rework From Order To Customer
53. % Orders Requiring Rework
GB935, Version 7.1
ID:
53
Code:
F-OE-3c
Prose Name:
% Orders Requiring Rework
XLS Name:
pct.orders.requiring_rework
Category:
Business Metric
Description:
operational efficiency of the fulfillment process, and opportunities for
savings, waste elimination, etc. by assessing the number of orders requiring rework from
order to activation relative to the total number of orders
Domain:
Process Focus:
Fulfillment
Topic:
Metric Type:
Ratio
Prose Ratio:
# Orders Requiring Rework, from Ordering to Activation / # Orders
XLS Ratio:
orders.requiring_rework.from.ordering.to.activation / orders
Numerator ID:
159
Num Prose Name:
Num XLS Name:
Num Includes:
Activation
Num Excludes:
rework in sales
Num Units:
Number
Denominator ID:
252
Den Prose Name:
# Orders
Den XLS Name:
orders
Den Includes:
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Page 56 of 201
54. % Orders Pending Error Fix
ID:
54
Code:
F-OE-3d
Prose Name:
% Orders Pending Error Fix
XLS Name:
pct.orders.pending_error_fix
Category:
Business Metric
Comments:
This KPI measures not the efficiency of RA department of the
company but the efficiency of RA process in the company.
Domain:
Process Focus:
Fulfillment
Topic:
Metric Type:
Ratio
Prose Ratio:
# Orders with Pending Error Fixes / # Orders with Errors
XLS Ratio:
orders.with_pending_error_fixes / orders.with_errors
Numerator ID:
237
Num Prose Name:
# Orders with Pending Error Fixes
Num XLS Name:
orders.with_pending_error_fixes
Num Includes:
Total number of fulfilment orders (either created or revised) with
errors, whose errors were not corrected in the period (outstanding)
Num Excludes:
All fulfillment orders without errors or fulfillment orders with errors
which have been addressed
Num Units:
Number
Denominator ID:
236
Den Prose Name:
# Orders with Errors
Den XLS Name:
orders.with_errors
Den Includes:
Total number of fulfillment orders (either created or revised) with
errors
Den Excludes:
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
55. % Cost of Future Infrastructure Build, of Revenue
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
55
F-OE-6
% Cost of Future Infrastructure Build, of Revenue
pct.future_infrastructure_build.of.revenue
Page 57 of 201
Category:
Business Metric
Description:
operational effectiveness of the fulfillment process by assessing the
relative cost of infrastructure build costs for the Service Offering relative to its overall revenue.
The measured cost includes OpEx costs and the appropriate allocation of CapEx costs within
the Service Offering business
Domain:
Process Focus:
Fulfillment
Topic:
Utilization
Metric Type:
Ratio
Prose Ratio:
$ Value of Future Infrastructure Build / $ Revenue (6)
XLS Ratio:
cost.future_infrastructure_build / revenue.6
Numerator ID:
178
Num Prose Name:
$ Value of Future Infrastructure Build
Num XLS Name:
cost.future_infrastructure_build
Num Includes:
CapEx useful to SO revenue generation (Equipment, Systems,
Software, capitalized installation labor); OpEx cost to operate new infrastructure until
breakeven
Num Excludes:
Capitalized Operating Expenses (motor vehicles, real-estate,)
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
Yes
Legacy Name:
% SO Investment For Future Infrastructure
56. # Minutes per Customer Incident Resolution, by Severity Type
GB935, Version 7.1
ID:
56
Code:
A-CE-2a
Prose Name:
# Minutes per Customer Incident Resolution, by Severity Type
XLS Name:
minutes.per.customer_incident.resolution.by.severity.type
Category:
Business Metric
Description:
customer experience of promptness in resolving faults or other
incidents that impact on an agreed provided service by comparing the aggregate time for
resolving incidents with the total number of incidents that have been resolved. The measured
duration extends from the point when the incident is reported to the point when the customer
accepts that the incident has been satisfactorily dealt with, and normal service restored
Domain:
Customer Experience
Page 58 of 201
Process Focus:
Assurance
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Minutes for All Customer Incidents, from Reported to Resolved / #
Customer Incidents Resolved
XLS Ratio:
minutes.all.customer_incidents.from.reported.to.resolved /
customer_incidents.resolved
Numerator ID:
208
Num Prose Name:
# Minutes for All Customer Incidents, from Reported to Resolved
Num XLS Name:
minutes.all.customer_incidents.from.reported.to.resolved
Num Includes:
Incident capturing, technical resolution and customer notification
Num Excludes:
Problem Report status inquiry queries
Num Units:
Minute
Denominator ID:
119
Den Prose Name:
# Customer Incidents Resolved
Den XLS Name:
Den Includes:
Resolutions completed during the reporting period. Resolutions may
have started in a prior reporting period
Den Excludes:
Resolutions in progress where customer contact occurred this
reporting period
Den Units:
Number
Dimensions:
1. By Problem Severity: Critical, Major, Minor (3) (Optional)
Units:
Minute
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Incident Resolution Time
57. # Minutes per Customer Incident Resolution, by Customer Type
GB935, Version 7.1
ID:
57
Code:
A-CE-2b
Prose Name:
# Minutes per Customer Incident Resolution, by Customer Type
XLS Name:
minutes.per.customer_incident.resolution.by.customer.type
Category:
Business Metric
Description:
customer experience of effectiveness in resolving faults or other
incidents that impact on an agreed provided service by measuring the mean time for
resolving incidents. The measured duration extends from customer contact through to
informing the customer of resolution
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Time
Metric Type:
Ratio
Page 59 of 201
Prose Ratio:
# Minutes for All Customer Incidents, from Reported to Resolved / #
Customer Incidents Resolved
XLS Ratio:
minutes.all.customer_incidents.from.reported.to.resolved /
Numerator ID:
208
Num Prose Name:
Num XLS Name:
Num Includes:
Num Excludes:
Num Units:
Minute
Denominator ID:
119
Den Prose Name:
Den XLS Name:
Den Includes:
Den Excludes:
reporting period
Den Units:
Number
Dimensions:
Government (2) (Optional); 2. By Service Component: Voice Services, Data Services (2)
(optional)
Units:
Minute
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Mean Time To Resolve Customer Incidents
58. % Problem Reports Resolved by Due Date
GB935, Version 7.1
ID:
58
Code:
A-CE-2c
Prose Name:
% Problem Reports Resolved by Due Date
XLS Name:
pct.problem_reports.resolved_by_due_date
Category:
Business Metric
Description:
customer experience of effectiveness in resolving faults or other
incidents that impact on an agreed provided service by comparing the number of problems
resolved to customer satisfaction by the committed date to the total number of problems
occurring during the reporting period
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Problem Reports Resolved by Committed Date / # Problem Reports
(2)
Page 60 of 201
XLS Ratio:
problem_reports.resolved.committed_date / problem_reports.2
Numerator ID:
117
Num Prose Name:
# Problem Reports Resolved by Committed Date
Num XLS Name:
problem_reports.resolved.committed_date
Num Includes:
Problems that were resolved during the reporting period that may
have initiated in a prior reporting period (overlap)
Num Units:
Number
Denominator ID:
246
Den Prose Name:
# Problem Reports (2)
Den XLS Name:
problem_reports.2
Den Excludes:
Problems that initiate in a prior reporting period but achieve resolution
in this reporting period.
Den Units:
Number
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
% Of Problems Resolved By Due Date
59. % Customer Incidents Reported More than Once
GB935, Version 7.1
ID:
59
Code:
A-CE-4a
Prose Name:
% Customer Incidents Reported More than Once
XLS Name:
pct.customer_incidents.reported_more_than_once_by_customer
Category:
Business Metric
Description:
customer experience of effectiveness of the Assurance Process by
assessing the percent of incidents that are reported more than once by the customer relative
to the total number of customer reported incidents
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Customer Contacts About Re-reported Customer Incidents / #
Customer Incidents Closed
XLS Ratio:
customer_contacts.rereported_customer_incidents /
customer_incidents.closed
Numerator ID:
167
Num Prose Name:
# Customer Contacts About Re-reported Customer Incidents
Num XLS Name:
customer_contacts.rereported_customer_incidents
Num Includes:
Service problems not dealt with following first report, service problems
not solved in a satisfactory way
Num Excludes:
Re-work not triggered by customer
Page 61 of 201
Num Units:
Number
Denominator ID:
239
Den Prose Name:
# Customer Incidents Closed
Den XLS Name:
Den Units:
Number
Dimensions:
1. By Customer Segment: Consumer & SME, Large Corporate &
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Of Incidents That Are Reported More Than Once By the Customer
60. % Customers with SLA
GB935, Version 7.1
ID:
60
Code:
A-CE-4b
Prose Name:
% Customers with SLA
XLS Name:
pct.customers.with_sla
Category:
Business Metric
Description:
customer experience of effectiveness of the Assurance process by
assessing the ratio of customers with Service Level Agreements (SLAs), relative to the total
number of customers
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Customers with SLA / # Customers (3)
XLS Ratio:
customers.with_sla / customers.3
Numerator ID:
174
Num Prose Name:
# Customers with SLA
Num XLS Name:
customers.with_sla
Num Includes:
Count of customers i.e. customer may have more than one SLA, is
still counted once
Num Units:
Number
Denominator ID:
231
Den Prose Name:
# Customers (3)
Den XLS Name:
customers.3
Den Includes:
Den Units:
Number
Dimensions:
Government (2)
Units:
Percent
Page 62 of 201
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
2
High
Active
No
% Of Customers With SLA
61. % Problem Reports from Customers
GB935, Version 7.1
ID:
61
Code:
A-CE-4c
Prose Name:
% Problem Reports from Customers
XLS Name:
pct.problem_reports.from_customers
Category:
Business Metric
Description:
customer experience perception of effectiveness of the Assurance
process by assessing the ratio of customer reported problems, relative to the total number of
problems reported
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Problem Reports from Customers / # Problem Reports (3)
XLS Ratio:
problem_reports.from_customers / problem_reports.3
Numerator ID:
116
Num Prose Name:
# Problem Reports from Customers
Num XLS Name:
problem_reports.from_customers
Num Includes:
Number of CUSTOMER reported technical and usability problems
reported for this service offering during the measurement period.
Num Excludes:
Problems reported from non-customer sources
Num Units:
Number
Denominator ID:
247
Den Prose Name:
Den XLS Name:
problem_reports.3
Den Includes:
All technical and usability problems reported for this service offering
during the measurement period.
Den Units:
Number
Dimensions:
1. By Problem Severity: Critical. Major, Minor (3) (OPTIONAL)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Percentage Of Problems Reported By Customers
Page 63 of 201
62. Service Availability
ID:
62
Code:
A-CE-5
Prose Name:
Service Availability
XLS Name:
special.service_availability
Category:
Business Metric
Description:
customer experience of service availability by assessing the actual
time service is available to Customers by subtracting the Service Outage time from the
Service contracted to be live for customers during period (such as provisioned Channels,
trunks, etc). The Service Outage time is defined by the sum of outage time, including outages
due to maintenance activities (OA&M) as well as faults. The result is given as a percentage
by dividing the difference by the Total Contracted Service Time
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Availability
Metric Type:
Ratio
Prose Ratio:
# Minutes for All Actual Service Uptime / # Minutes for All Contracted
Service Uptime (2)
XLS Ratio:
minutes.all.service_uptime.actual /
minutes.all.service_uptime.contracted.2
Numerator ID:
272
Num Prose Name:
# Minutes for All Actual Service Uptime
Num XLS Name:
minutes.all.service_uptime.actual
Num Includes:
all contracted time
Num Excludes:
customer caused faults or customer requested outages
Num Units:
Minute
Denominator ID:
263
Den Prose Name:
# Minutes for All Contracted Service Uptime (2)
Den XLS Name:
Den Includes:
All contracted time
Den Excludes:
Portion of time (if any) that service is not guaranteed
Den Units:
Minute
Units:
Percent
Decimal Places:
3
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
Availability Of Service To Customer
63. # SLA Violations per SLA
GB935, Version 7.1
ID:
Code:
63
A-CE-6a
Page 64 of 201
Prose Name:
# SLA Violations per SLA
XLS Name:
pct.sla_violations.per.sla
Category:
Business Metric
Description:
customer experience perception of service quality by assessing the
number of SLA violations relative to the total number of SLAs
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Ease of Doing Business
Metric Type:
Ratio
Prose Ratio:
# SLA Violations / # SLAs
XLS Ratio:
sla_violations / slas
Numerator ID:
123
Num Prose Name:
# SLA Violations
Num XLS Name:
sla_violations
Num Includes:
Each breach for a single SLA should be counted separately.
Num Units:
Number
Denominator ID:
251
Den Prose Name:
# SLAs
Den XLS Name:
slas
Den Units:
Number
Dimensions:
Government (2)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Of SLA Violations
64. % Problem Reports Resolved Within SLA Time Requirements
GB935, Version 7.1
ID:
64
Code:
A-CE-6b
Prose Name:
% Problem Reports Resolved Within SLA Time Requirements
XLS Name:
pct.problem_reports.resolved.sla_time
Category:
Business Metric
Description:
customer experience of effectiveness of the Assurance process by
assessing the proportion of problems dealt with in a timely manner according to SLA
definition relative to the total number of problems reported
Domain:
Customer Experience
Process Focus:
Assurance
Topic:
Metric Type:
Ratio
Page 65 of 201
Prose Ratio:
# Problem Reports Actually Closed in Compliance with SLA / #
Problem Reports Due to be Closed in Compliance with SLA
XLS Ratio:
problem_reports.actually_closed.within_sla /
problem_reports.due_closed.within_sla
Numerator ID:
114
Num Prose Name:
# Problem Reports Actually Closed in Compliance with SLA
Num XLS Name:
problem_reports.actually_closed.within_sla
Num Includes:
Num Units:
Number
Denominator ID:
115
Den Prose Name:
# Problem Reports Due to be Closed in Compliance with SLA
Den XLS Name:
Den Units:
Number
Dimensions:
Government (2); 2. By Problem Severity: Critical, Major, Minor (3) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
% Problems That Are Dealt With In SLA Time Requirements
65. % Cost of Assurance, of Revenue
GB935, Version 7.1
ID:
65
Code:
A-OE-1a
Prose Name:
% Cost of Assurance, of Revenue
XLS Name:
pct.cost.assurance.of.revenue
Category:
Business Metric
Description:
cost efficiency of the Assurance process by assessing the relative
cost of assurance activity for the Service Offering against its overall revenue. The measured
cost includes direct assurance costs and the appropriate allocation of other, or general, costs
related to assurance within the Service Offering business. The measured revenue is after
discounts
Domain:
Process Focus:
Assurance
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Assurance / $ Revenue (5)
XLS Ratio:
cost.assurance / revenue.5
Numerator ID:
203
Num Prose Name:
$ Cost of Assurance
Num XLS Name:
cost.assurance
Page 66 of 201
Num Includes:
charges
Num Excludes:
a) G&A expense; b) SO Fulfillment costs; c) SO Customer
Management costs; d) Depreciation expense
Num Units:
Currency
Denominator ID:
187
Den Prose Name:
$ Revenue (5)
Den XLS Name:
revenue.5
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Cost Of Assurance Process
66. % Cost of Assurance, of Opex
GB935, Version 7.1
ID:
66
Code:
A-OE-1b
Prose Name:
% Cost of Assurance, of Opex
XLS Name:
pct.cost.assurance.of.opex
Category:
Business Metric
Description:
cost efficiency of the Assurance process by assessing the relative
cost of assurance for the Service Offering against its OpEx. The measured cost of Service
Offering assurance includes direct assurance costs and the appropriate allocation of other, or
general, costs related to assurance within the Service Offering business
Domain:
Process Focus:
Assurance
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Assurance / $ Opex
XLS Ratio:
cost.assurance / opex
Numerator ID:
203
Num Prose Name:
$ Cost of Assurance
Num XLS Name:
cost.assurance
Num Includes:
Page 67 of 201
charges
Num Excludes:
Num Units:
Currency
Denominator ID:
186
Den Prose Name:
$ Opex
Den XLS Name:
opex
Den Includes:
Den Units:
Currency
Dimensions:
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Assurance Process Cost As % OpEx
67. % Cost of SLA Management, of Revenue
GB935, Version 7.1
ID:
67
Code:
A-OE-1c
Prose Name:
% Cost of SLA Management, of Revenue
XLS Name:
pct.cost.sla_management.of.revenue
Category:
Business Metric
Description:
cost efficiency of the SLA process for the Service Offering, by
assessing the relative cost of SLA-related activity for the Service Offering against its overall
revenue. The measured cost includes direct assurance costs and the appropriate allocation
of other, or general, costs related to assurance within the Service Offering business. The
measured revenue is after discounts
Domain:
Process Focus:
Assurance
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of SLA Management / $ Revenue (6)
XLS Ratio:
cost.sla_management / revenue.6
Numerator ID:
192
Num Prose Name:
$ Cost of SLA Management
Num XLS Name:
cost.sla_management
Num Includes:
SLA administrative labor (salary, taxes, benefits and outsourced labor)
+ Other allocated for SLA admin (Building, Power, IT,...) + Customer rebates for SLA
violations. This includes the cost of maintaining the systems used by this process area, but
not the cost of developing the systems. Annual product license or support charges would be
included. SLA penalties are included. All, separated by Detail above
Page 68 of 201
Num Excludes:
SO Fulfillment costs, SO Customer Management costs
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
Government (2)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Cost Of SLAs
68. $ Cost of Assurance per Service Problem Resolved
GB935, Version 7.1
ID:
68
Code:
A-OE-1f
Prose Name:
$ Cost of Assurance per Service Problem Resolved
XLS Name:
cost.assurance.per.service_problem.resolved
Category:
Business Metric
Description:
cost efficiency of the Assurance process by assessing the total cost of
the Assurance process relative to the total number of repairs
Comments:
Domain:
Process Focus:
Assurance
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Assurance / # Service Problems Resolved (2)
XLS Ratio:
cost.assurance / service_problems.resolved.2
Numerator ID:
203
Num Prose Name:
$ Cost of Assurance
Num XLS Name:
cost.assurance
Num Includes:
charges
Num Excludes:
Num Units:
Currency
Page 69 of 201
Denominator ID:
121
Den Prose Name:
# Service Problems Resolved (2)
Den XLS Name:
service_problems.resolved.2
Den Includes:
All repairs requiring service provider action to resolve, which were
closed in the period
Den Excludes:
Trouble tickets cleared with no fault found
Den Units:
Number
Dimensions:
1. By Problem Resolution Method: through Software repair, through
Hardware repairs (2) (Optional); 2. By Customer Segment: Consumer & SME, Large
Enterprise & Government (2) (Optional)
Units:
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Unit Cost Of Assurance
69. # Minutes per Service Problem Resolution
GB935, Version 7.1
ID:
69
Code:
A-OE-2a
Prose Name:
# Minutes per Service Problem Resolution
XLS Name:
minutes.per.service_problem.resolution
Category:
Business Metric
Description:
time efficiency of the SLA process for the Service Offering, by
assessing the aggregate time to resolve Service Offering service problems relative to the
number of closed problem reports
Comments:
See the Counting Rules tab for more information on how Problem
Reports are counted to ensure consistency among participants
Domain:
Process Focus:
Assurance
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Minutes for All Problem Reports to Service Restoration / # Problem
Reports Closed (3)
XLS Ratio:
minutes.all.problem_reports.service_restoration /
problem_reports.closed.3
Numerator ID:
135
Num Prose Name:
# Minutes for All Problem Reports to Service Restoration
Num XLS Name:
minutes.all.problem_reports.service_restoration
Num Includes:
Aggregate elapsed time from Problem Report open to Problem
Report closed for this SO. Separated by Detail above
Num Units:
Minute
Denominator ID:
113
Den Prose Name:
# Problem Reports Closed (3)
Den XLS Name:
Page 70 of 201
Den Includes:
Problem reports opened in a prior period
Den Units:
Number
Dimensions:
1. By Problem Severity: Critical, Major, Minor (3) (Optional); 2. By
Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)
Units:
Minute
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Service Problem Resolution Time
70. # Hours per Service Problem Resolution, by Process Type
GB935, Version 7.1
ID:
70
Code:
A-OE-2b
Prose Name:
# Hours per Service Problem Resolution, by Process Type
XLS Name:
hours.per.service_problem_resolution.by.process.type
Category:
Business Metric
Description:
time efficiency of the SLA process for the Service Offering, by
assessing the average time to resolve Service Offering service problems. The measured
duration extends from opening to closing Trouble Tickets for the Service Offering, relative to
the total number of Trouble Tickets
Domain:
Process Focus:
Assurance
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Service Problem Resolutions, by Process Type / #
Service Problems Resolved
XLS Ratio:
hours.all.service_problem_resolutions.by.process.type /
service_problems.resolved
Numerator ID:
200
Num Prose Name:
# Hours for All Service Problem Resolutions, by Process Type
Num XLS Name:
hours.all.service_problem_resolutions.by.process.type
Num Includes:
Aggregate elapsed time for Meta Process Block for this SO.
Seperated by Detail above
Num Excludes:
Meta Process Block 5 (Customer Retention Management)
Num Units:
Hour
Denominator ID:
122
Den Prose Name:
# Service Problems Resolved
Den XLS Name:
Den Units:
Number
Dimensions:
1. By Assurance Meta process blocks: resource data collection and
processing, service problem management, resource trouble detection/handling, customer
QoS/SLA management (4); 2. By Problem Severity: Critical, Major, Minor (3) (Optional)
Units:
Hour
Page 71 of 201
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
2
Low
Active
Yes
Mean Time To Resolve Service Problems
71. % Problem Reports, by Cause Type
ID:
71
Code:
A-OE-3a
Prose Name:
% Problem Reports, by Cause Type
XLS Name:
pct.problem_reports.by.cause.type
Category:
Business Metric
Description:
distribution of Assurance problems across cause types by assessing
the number of problem reports by type, relative to the total number of problem reports
Domain:
Process Focus:
Assurance
Topic:
Metric Type:
Ratio
Prose Ratio:
# Problem Reports Closed, by Cause Type / # Problem Reports
XLS Ratio:
problem_reports.closed.by.cause.type / problem_reports
Numerator ID:
112
Num Prose Name:
# Problem Reports Closed, by Cause Type
Num XLS Name:
problem_reports.closed.by.cause.type
Num Includes:
Cause types include all types covered in modifying detail #1 as
above.
Num Units:
Number
Denominator ID:
245
Den Prose Name:
# Problem Reports
Den XLS Name:
problem_reports
Den Units:
Number
Dimensions:
1. By Cause Type: customer caused, technology caused (own
system), Technology caused (3rd party system), workforce caused, data mismatch problems
for internal systems, other (6)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Problems By Cause Type
72. % Assurance Time for Repair

GB935, Version 7.1
Page 72 of 201
ID:
72
Code:
A-OE-3b
Prose Name:
% Assurance Time for Repair
XLS Name:
pct.assurance_time.repair
Category:
Business Metric
Description:
effectiveness of the Assurance process by assessing the mean repair
time, relative to the total assurance time (i.e. maintenance and repair)
Domain:
Process Focus:
Assurance
Topic:
Metric Type:
Ratio
Prose Ratio:
# Hours for All Repair / # Hours for All Repair and Maintenance
XLS Ratio:
hours.all.repair / hours.all.repair_and_maintenance
Numerator ID:
209
Num Prose Name:
# Hours for All Repair
Num XLS Name:
hours.all.repair
Num Includes:
Total hours of reported time for repair (technician + dispatch)
Num Units:
Hour
Denominator ID:
262
Den Prose Name:
# Hours for All Repair and Maintenance
Den XLS Name:
hours.all.repair_and_maintenance
Den Includes:
Time for repair and maintenance (technician + dispatch)
Den Units:
Hour
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Maintenance Time Used For Repair
73. Mean Time Between Failures (MTBF)
GB935, Version 7.1
ID:
73
Code:
A-OE-3c
Prose Name:
Mean Time Between Failures (MTBF)
XLS Name:
special.mtbf
Category:
Business Metric
Description:
operational effectiveness of the Assurance process by assessing the
mean time between failures. This metric is measured over a period as the ratio of the Mean
time between repairs and the number of trouble tickets closed over the period. The mean
time between repairs considers the revenue system size (such as live ports) without taking
into account the service outage time (calculated as the MTTR for the period for all the trouble
tickets over the period)
Page 73 of 201
Comments:
Example calculation: Revenue System Size = 15,606 ports * 30 days
= 468,180.00 days. MTTR in days = 213.7 mins = 0.148 days. Number of trouble tIckets
closed = 4792 trouble tickets. Therefore MTBF = (468,180.00-(.148*4792)) / 4792. Therefore
MTBF = 97.6 days. See the Counting Rules tab for more information on how Service
Outages are counted to ensure consistency among participants.
Domain:
Process Focus:
Assurance
Topic:
Metric Type:
Ratio
Prose Ratio:
Revenue System Uptime / # Problem Reports Closed
XLS Ratio:
special.revenue_system_uptime / problem_reports.closed
Numerator ID:
275
Num Prose Name:
Revenue System Uptime
Num XLS Name:
special.revenue_system_uptime
Num Units:
Day
Denominator ID:
126
Den Prose Name:
# Problem Reports Closed
Den XLS Name:
problem_reports.closed
Den Includes:
Trouble Tickets for maintenance activities
Den Excludes:
Problems caused by customer
Den Units:
Number
Units:
Day
Decimal Places:
1
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
Mean Time Between Failures
74. # Problem Reports per NOC FTE
GB935, Version 7.1
ID:
74
Code:
A-OE-6a
Prose Name:
# Problem Reports per NOC FTE
XLS Name:
problem_reports.per.noc_fte
Category:
Business Metric
Description:
operational effectiveness of the NOC problem resolution process by
measuring problems resolved relative to the number of NOC FTE's assigned to problem
resolution
Domain:
Process Focus:
Assurance
Topic:
Utilization
Metric Type:
Ratio
Prose Ratio:
# Problem Reports Resolved to Customer Satisfaction / # NOC FTEs
Assigned to Problem Resolution
Page 74 of 201
XLS Ratio:
problem_reports.resolved / noc_ftes.assigned_to_problem_resolution
Numerator ID:
118
Num Prose Name:
# Problem Reports Resolved to Customer Satisfaction
Num XLS Name:
problem_reports.resolved
Num Includes:
Problems that were reported AND resolved during the reporting
period
Num Excludes:
Problems that were resolved during the reporting period that were
initiated in a prior reporting period
Num Units:
Number
Denominator ID:
243
Den Prose Name:
# NOC FTEs Assigned to Problem Resolution
Den XLS Name:
noc_ftes.assigned_to_problem_resolution
Den Includes:
For this metric; an FTE is the equivalent of 40 hours of problem
resolution time per week.
Den Excludes:
ALL non-problem resolution time expended by NOC personnel.
Den Units:
Number
Units:
Number
Preferred:
High
Status:
Active
Unused:
Yes
Legacy Name:
NOC FTE Efficiency
75. % Bills Delivered, by Delivery Type
GB935, Version 7.1
ID:
75
Code:
B-CE-1a
Prose Name:
% Bills Delivered, by Delivery Type
XLS Name:
pct.bills.delivered.by.delivery.type
Category:
Business Metric
Description:
customer experience of preferred access to billing information by
assessing the number of bills delivered by media/method relative to the total number of bills
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Access
Metric Type:
Ratio
Prose Ratio:
# Bills Issued, by Delivery Type / # Bills Produced (2)
XLS Ratio:
bills.issued.by.delivery.type / bills.produced.2
Numerator ID:
161
Num Prose Name:
# Bills Issued, by Delivery Type
Num XLS Name:
bills.issued.by.delivery.type
Num Excludes:
Web delivery in case this customer also receives a paper statement
Num Units:
Number
Denominator ID:
163
Den Prose Name:
# Bills Produced (2)
Page 75 of 201
Den XLS Name:

bills.produced.2
Den Units:
Number
Dimensions:
1. By Media Type: Paper, email, magnetic, web/portal, other (5); 2. By
Customer Segment: Consumer & SME, Large Enterprise & Government (2) (Optional)
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
Yes
Legacy Name:
Distribution Of Bills By Delivery Method
76. % Customer Payments, by Payment Type
GB935, Version 7.1
ID:
76
Code:
B-CE-1b
Prose Name:
% Customer Payments, by Payment Type
XLS Name:
pct.customer_payments.by.payment.type
Category:
Business Metric
Description:
customer experience of preferred bill-payment transactions by
assessing the number of bills delivered by media/method relative to the total number of bills
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Access
Metric Type:
Ratio
Prose Ratio:
# Customer Payments, by Payment Type / # Customer Payments (2)
XLS Ratio:
customer_payments.by.payment.type / customer_payments.2
Numerator ID:
109
Num Prose Name:
# Customer Payments, by Payment Type
Num XLS Name:
customer_payments.by.payment.type
Num Includes:
Direct debit by credit card considered as direct debit.
Num Units:
Number
Denominator ID:
110
Den Prose Name:
# Customer Payments (2)
Den XLS Name:
customer_payments.2
Den Units:
Number
Dimensions:
1. By Payment Method: Cash, Credit Card/Debit Card, Direct Debit,
Bank Transfer, Other (5); 2. By Customer Segment: Consumer & SME, Large Enterprise &
government (2) (Optional)
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
% Payment Transaction By Payment Method
Page 76 of 201
77. % Bills Issued Electronically
ID:
77
Code:
B-CE-1c
Prose Name:
% Bills Issued Electronically
XLS Name:
pct.bills.issued_electronically
Category:
Business Metric
Description:
customer experience comfort in the uptake of electronically delivered
bills relative to the total number of bills issued
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Access
Metric Type:
Ratio
Prose Ratio:
# Bills Sent Electronically / # Bills Issued (2)
XLS Ratio:
bills.sent_electronically / bills.issued.2
Numerator ID:
223
Num Prose Name:
# Bills Sent Electronically
Num XLS Name:
bills.sent_electronically
Num Excludes:
Electronic bills that also have an associated paper bill
Num Units:
Number
Denominator ID:
217
Den Prose Name:
# Bills Issued (2)
Den XLS Name:
bills.issued.2
Den Units:
Number
Dimensions:
1. By Service Type: Fixed, Mobile (2) (Optional) 2. By Customer
Segment: Consumer & SME, Large
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
% e-Bills Issued
78. % Customer Payments Received Electronically
GB935, Version 7.1
ID:
78
Code:
B-CE-1d
Prose Name:
% Customer Payments Received Electronically
XLS Name:
pct.customer_payments.received_electronically
Category:
Business Metric
Description:
customer experience comfort in the uptake of electronically paid bills
relative to the total number of bills issued
Domain:
Customer Experience
Process Focus:
Billing
Page 77 of 201
Topic:
Access
Metric Type:
Ratio
Prose Ratio:
# Bills Paid Electronically / # Bills Issued (2)
XLS Ratio:
bills.paid_electronically / bills.issued.2
Numerator ID:
218
Num Prose Name:
# Bills Paid Electronically
Num XLS Name:
bills.paid_electronically
Num Includes:
Bills paid via home banking, automatic bank deduction, funds
transfers, ATM transactions, and web and/or IVR-based credit or debit card transactions
Num Excludes:
Payments by cash or check
Num Units:
Number
Denominator ID:
217
Den Prose Name:
# Bills Issued (2)
Den XLS Name:
bills.issued.2
Den Units:
Number
Dimensions:
1. By Service Type: Fixed, Mobile (2) (Optional) 2. By Customer
Segment: Consumer & SME, Large
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
No
Legacy Name:
% e-Payments Received
79. # Minutes per Customer Transaction
GB935, Version 7.1
ID:
79
Code:
B-CE-2a
Prose Name:
# Minutes per Customer Transaction
XLS Name:
minutes.per.customer_transaction.posted
Category:
Business Metric
Description:
customer experience of timeliness of billing/rating information
availability to the customers by determining the average duration from the end of an event to
when it is available to the customer
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Minutes for All Customer Transactions to Information Posted / #
Customer Transactions
XLS Ratio:
minutes.all.customer_transactions.to.information_posted /
customer_transactions
Numerator ID:
143
Num Prose Name:
# Minutes for All Customer Transactions to Information Posted
Page 78 of 201
Num XLS Name:

minutes.all.customer_transactions.to.information_posted
Num Includes:
Total time from end of transaction (e.g. call, download session, etc)
until information of transaction and rated usage are available for customer consumption
Num Units:
Minute
Denominator ID:
255
Den Prose Name:
# Customer Transactions
Den XLS Name:
Den Units:
Number
Dimensions:
1. By Contact Channel: call center, self-service, direct (3); 2. By Event
Source: Roaming; Non-Roaming (2) (Optional)
Units:
Minute
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Mean Transaction Posting Time
80. # Hours per Bill, from Bill Cycle Close to Bill Dispatch
GB935, Version 7.1
ID:
80
Code:
B-CE-2b
Prose Name:
# Hours per Bill, from Bill Cycle Close to Bill Dispatch
XLS Name:
hours.per.bill.from.bill_cycle_close.to.bill_dispatch
Category:
Business Metric
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Bills, from Bill Cycle Close to Bill Dispatch / # Bills
XLS Ratio:
hours.all.bills.from.bill_cycle_close.to.bill_dispatch / bills
Numerator ID:
139
Num Prose Name:
# Hours for All Bills, from Bill Cycle Close to Bill Dispatch
Num XLS Name:
hours.all.bills.from.bill_cycle_close.to.bill_dispatch
Num Includes:
Total elapsed time from cycle close date until bills ready for dispatch
(processing and printing completed as needed by media). Includes time to process delayed
calls (relevant for the cycle) between close date and actual bill run initiation. Includes all billing
run activities such as QA.
Num Units:
Hour
Denominator ID:
215
Den Prose Name:
# Bills
Den XLS Name:
bills
Den Units:
Number
Dimensions:
1. By Media Type: paper, email, magnetic, web/portal, other (5); 2. By
Customer Segment: Consumer & SME, Large Enterprise & Government (2)
Page 79 of 201
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
Hour
2
Low
Active
Yes
Mean Time To Prepare and Dispatch Bills
81. % Value of Billing Charges from Previous Cycle
GB935, Version 7.1
ID:
81
Code:
B-CE-4a
Prose Name:
% Value of Billing Charges from Previous Cycle
XLS Name:
pct.value.billing_charges.from_previous_cycle
Category:
Business Metric
Description:
customer experience of promptness/accuracy in received billing
information by assessing amount of charges from previous billing cycle relative to the total
amount charged for the current billing cycle
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
$ Value of Billing Charges from Previous Billing Cycle / $ Value of
Current Billing Charges
XLS Ratio:
value.billing_charges.previous_billing_cycle /
value.billing_charges.current
Numerator ID:
148
Num Prose Name:
$ Value of Billing Charges from Previous Billing Cycle
Num XLS Name:
value.billing_charges.previous_billing_cycle
Num Includes:
All billing cycles within period
Num Units:
Currency
Denominator ID:
201
Den Prose Name:
$ Value of Current Billing Charges
Den XLS Name:
Den Includes:
Den Units:
Currency
Dimensions:
1. By Event Source: Roaming; Non-Roaming (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Of Bill Originating From Previous Cycle
Page 80 of 201
82. % Bills Inaccurate
ID:
82
Code:
B-CE-4c
Prose Name:
% Bills Inaccurate
XLS Name:
pct.bills.inaccurate
Category:
Business Metric
Description:
customer experience of accuracy in received billing information by
assessing the number of bills with errors relative to the total number of bills
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Bills with Error / # Bills Issued (3)
XLS Ratio:
bills.with_error / bills.issued.3
Numerator ID:
151
Num Prose Name:
# Bills with Error
Num XLS Name:
bills.with_error
Num Includes:
Bill errors reported by customers, identified internally
Num Units:
Number
Denominator ID:
216
Den Prose Name:
# Bills Issued (3)
Den XLS Name:
bills.issued.3
Den Units:
Number
Dimensions:
Government (2)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Bills Inaccurate
83. % Bills Adjusted
GB935, Version 7.1
ID:
83
Code:
B-CE-4d
Prose Name:
% Bills Adjusted
XLS Name:
pct.bills.adjusted
Category:
Business Metric
Description:
customer perception of accuracy in received billing information by
assessing the average number of bills adjusted
Domain:
Customer Experience
Process Focus:
Billing
Page 81 of 201
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Bills Requiring Adjustments Initiated by Customer / # Bills Issued (2)
XLS Ratio:
bills.requiring_adjustments.customer / bills.issued.2
Numerator ID:
221
Num Prose Name:
# Bills Requiring Adjustments Initiated by Customer
Num XLS Name:
bills.requiring_adjustments.customer
Num Includes:
Financial adjustments, credit notes issued
Num Excludes:
Customer initiated changes: address changes, plan adjustments
Num Units:
Number
Denominator ID:
217
Den Prose Name:
# Bills Issued (2)
Den XLS Name:
bills.issued.2
Den Units:
Number
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Bills Adjusted
84. # Customer Contacts About Billing per Bill
GB935, Version 7.1
ID:
84
Code:
B-CE-4e
Prose Name:
# Customer Contacts About Billing per Bill
XLS Name:
customer_contacts.billing.per.bill
Category:
Business Metric
Description:
customer perception of the accuracy and readability of bills issued
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Customer Contacts About Billing / # Bills Issued (2)
XLS Ratio:
customer_contacts.billing / bills.issued.2
Numerator ID:
212
Num Prose Name:
# Customer Contacts About Billing
Num XLS Name:
customer_contacts.billing
Num Includes:
Inbound contacts (such as phone, email, and web contacts), including
all billing and payment inquiries.
Num Excludes:
Num Units:
Number
Page 82 of 201
Denominator ID:
217
Den Prose Name:
# Bills Issued (2)
Den XLS Name:
bills.issued.2
Den Units:
Number
Dimensions:
Government (2) (Optional); 2. By Contact Type: complaint vs. inquiry (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
% Billing Contacts
85. % Bills Adjusted Internally
GB935, Version 7.1
ID:
85
Code:
B-CE-4f
Prose Name:
% Bills Adjusted Internally
XLS Name:
pct.bills.adjusted_internally
Category:
Business Metric
Description:
customer confidence in billing process accuracy as a result of error
reduction
Domain:
Customer Experience
Process Focus:
Billing
Topic:
Reliability
Metric Type:
Ratio
Prose Ratio:
# Bills Requiring Adjustments Initiated Internally / # Bills Issued (2)
XLS Ratio:
bills.requiring_adjustments.internal / bills.issued.2
Numerator ID:
222
Num Prose Name:
# Bills Requiring Adjustments Initiated Internally
Num XLS Name:
bills.requiring_adjustments.internal
Num Includes:
All internal adjustments, including plan changes, address changes,
financial adjustments, credit notes issued
Num Excludes:
All customer initiated adjustments.
Num Units:
Number
Denominator ID:
217
Den Prose Name:
# Bills Issued (2)
Den XLS Name:
bills.issued.2
Den Units:
Number
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Page 83 of 201
Status:
Unused:
Legacy Name:
Active
No
86. % Cost of Billing, of Revenue Billed
GB935, Version 7.1
ID:
86
Code:
B-OE-1a
Prose Name:
% Cost of Billing, of Revenue Billed
XLS Name:
pct.cost.billing.of.revenue.billed
Category:
Business Metric
Description:
cost efficiency of the billing process by assessing the cost of billing the
customer relative to the billed revenue
Comments:
Domain:
Process Focus:
Billing
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Billing / $ Revenue Billed
XLS Ratio:
cost.billing / revenue.billed
Numerator ID:
155
Num Prose Name:
$ Cost of Billing
Num XLS Name:
cost.billing
Num Includes:
All costs associated with the billing meta process (blocks 1-5) from
customer service/product activation through billing charges accumulation & management.
This includes the cost of maintaining the systems used by this process area, but not the cost
of developing the systems. Annual product license or support charges would be included.
Num Excludes:
a) G&A expense; b) Order handling function (part of fulfillment
process); c) depreciation expenses
Num Units:
Currency
Denominator ID:
202
Den Prose Name:
$ Revenue Billed
Den XLS Name:
revenue.billed
Den Includes:
All billed revenue before write-offs, CPE revenue allocation
Den Excludes:
Den Units:
Currency
Dimensions:
1. By Medium: Paper, email, magnetic, web/portal, and other (5)
(Optional); 2. By Customer Segment: Consumer & SME, Large Enterprise & Government (2)
(Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Page 84 of 201
Unused:
Legacy Name:
No
Cost Of Billing
87. % Bills Requiring Manual Intervention
ID:
87
Code:
B-OE-1b
Prose Name:
% Bills Requiring Manual Intervention
XLS Name:
pct.bills.requiring_manual_intervention
Category:
Business Metric
Description:
operational efficiency of the billing process by assessing the number
of bills requiring manual intervention relative to the total number of bills
Domain:
Process Focus:
Billing
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
# Bills Requiring Manual Intervention / # Bills Produced
XLS Ratio:
bills.requiring_manual_intervention / bills.produced
Numerator ID:
162
Num Prose Name:
# Bills Requiring Manual Intervention
Num XLS Name:
bills.requiring_manual_intervention
Num Includes:
Total number of bills involving intervention (planned + unplanned)
Num Units:
Number
Denominator ID:
219
Den Prose Name:
# Bills Produced
Den XLS Name:
bills.produced
Den Includes:
Total number of bills processed
Den Units:
Number
Dimensions:
1. By Manual Intervention Type: planned, unplanned (2) (Optional)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
88. % Cost of Collections, of Revenue Billed
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
88
B-OE-1c
% Cost of Collections, of Revenue Billed
pct.cost.collections.of.revenue.billed
Page 85 of 201
Category:
Business Metric
Description:
cost efficiency of the billing process relative to revenue by assessing
the cost of collecting revenues relative to the total billed revenue
Domain:
Process Focus:
Billing
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Collections / $ Revenue Billed
XLS Ratio:
cost.collections / revenue.billed
Numerator ID:
156
Num Prose Name:
$ Cost of Collections
Num XLS Name:
cost.collections
Num Includes:
Revenue collections administrative labor (salary, taxes, benefits) +
Other allocated for revenue collections (Building, Power, IT,...) + 3rd party collection agency
costs This includes the cost of maintaining the systems used by this process area, but not the
cost of developing the systems. Annual product license or support charges would be
included. All, separated by Detail above
Num Units:
Currency
Denominator ID:
202
Den Prose Name:
$ Revenue Billed
Den XLS Name:
revenue.billed
Den Includes:
Den Excludes:
Den Units:
Currency
Dimensions:
Government (2)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Cost Of Collections
89. $ Cost of Billing per Bill
GB935, Version 7.1
ID:
89
Code:
B-OE-1f
Prose Name:
$ Cost of Billing per Bill
XLS Name:
cost.billing.per.bill
Category:
Business Metric
Description:
cost efficiency of the billing process for a single bill by assessing the
total cost of billing for the Service Offering relative to the total number of bills
Domain:
Page 86 of 201
Process Focus:
Billing
Topic:
Unit Cost
Metric Type:
Ratio
Prose Ratio:
$ Cost of Billing / # Bills Produced (3)
XLS Ratio:
cost.billing / bills.produced.3
Numerator ID:
155
Num Prose Name:
$ Cost of Billing
Num XLS Name:
cost.billing
Num Includes:
Num Excludes:
Num Units:
Currency
Denominator ID:
220
Den Prose Name:
Den XLS Name:
bills.produced.3
Den Includes:
All customer bills produced
Den Excludes:
Bills discarded due to process or data errors
Den Units:
Number
Dimensions:
Government (2); 2. By Delivery: Paper, electronic (2) (Optional); Note: if your billing cycle is
not monthly, please contact the TMF Benchmarking team for guidance.
Units:
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
Unit Cost Of Bill
90. # Days to Prepare Bills
GB935, Version 7.1
ID:
90
Code:
B-OE-2a
Prose Name:
# Days to Prepare Bills
XLS Name:
days.to_prepare_bills
Category:
Business Metric
Description:
customer experience of promptness in receiving regular bills by
assessing the mean time from the point designated by the Service Offering as bill cycle close,
to the point when bills are ready for dispatch (whether paper, electronic, etc)
Comments:
If bill cycle is not monthly, please contact the TMF benchmarking for
guidance
Domain:
Process Focus:
Billing
Topic:
Time
Page 87 of 201
Metric Type:
Ratio over 1
Prose Ratio:
# Days from Bill Cycle Close to Bill Dispatch / One
XLS Ratio:
days.from.bill_cycle_close.to.bill_dispatch / special.one
Numerator ID:
207
Num Prose Name:
# Days from Bill Cycle Close to Bill Dispatch
Num XLS Name:
days.from.bill_cycle_close.to.bill_dispatch
Num Includes:
Invoicing (Meta Process Block 4)
Num Excludes:
Time for posting and printing
Num Units:
Day
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Dimensions:
Units:
Day
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Time To Prepare Bills For Display and/or Dispatch
91. Days Sales Outstanding (DSO)
GB935, Version 7.1
ID:
91
Code:
B-OE-2b
Prose Name:
Days Sales Outstanding (DSO)
XLS Name:
special.dso
Category:
Business Metric
Description:
effectiveness/efficiency of sales management within a Service
Offering by assessing the duration of sales outstanding (i.e. awaiting payment) for a period
relative to average sales per day during that period
Comments:
DSO is generally based on a 30-day period
Domain:
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
$ Value of Account Receivables / $ Value of Sales per Day
XLS Ratio:
value.ar / value.sales * 30
Numerator ID:
133
Num Prose Name:
$ Value of Account Receivables
Num XLS Name:
value.ar
Num Includes:
(Days per period X average sales per day) - (Value of invoices paid
per period + Value of any queries per period + Value of any credits per period)
Page 88 of 201
Num Units:
Denominator ID:
Den Prose Name:
Den XLS Name:
Den Units:
Dimensions:
Government (2)
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
Currency
150
$ Value of Sales per Day
value.sales.per.day
Currency
Day
2
Low
Active
Yes
Days Sales Outstanding
92. # Hours per Order, from Activation to Bill Dispatch
GB935, Version 7.1
ID:
92
Code:
B-OE-2c
Prose Name:
# Hours per Order, from Activation to Bill Dispatch
XLS Name:
hours.per.order.from.activation.to.bill_dispatch
Category:
Business Metric
Description:
time effectiveness/efficiency of the Billing process by assessing the
total elapsed time between billable usage occurrence and data availability for billing relative to
the number of usage events
Comments:
For the purposes of this metric, only the current and previous billing
cycles are relevant
Domain:
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Orders, from Activation to Bill Dispatch / # Orders (2)
XLS Ratio:
hours.all.orders.from.activation.to.bill_dispatch / orders.2
Numerator ID:
142
Num Prose Name:
# Hours for All Orders, from Activation to Bill Dispatch
Num XLS Name:
hours.all.orders.from.activation.to.bill_dispatch
Num Units:
Hour
Denominator ID:
226
Den Prose Name:
# Orders (2)
Den XLS Name:
orders.2
Den Includes:
Active orders for previous period.
Den Units:
Number
Dimensions:
Units:
Hour
Page 89 of 201
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
2
Low
Active
No
Mean Time From Service Activation To Bill Dispatch
93. # Hours per Order, from Bill Dispatch to Cash Received
ID:
93
Code:
B-OE-2d
Prose Name:
# Hours per Order, from Bill Dispatch to Cash Received
XLS Name:
hours.per.order.from.bill_dispatch.to.cash_received
Category:
Business Metric
Description:
time from bill dispatch to receipt of customer payment
Comments:
For the purposes of this metric, only the current and previous billing
cycles are relevant
Domain:
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Orders, from Bill Dispatch to Cash Received / # Orders
(2)
XLS Ratio:
hours.all.orders.from.bill_dispatch.to.cash_received / orders.2
Numerator ID:
136
Num Prose Name:
# Hours for All Orders, from Bill Dispatch to Cash Received
Num XLS Name:
hours.all.orders.from.bill_dispatch.to.cash_received
Num Includes:
Aggregate time for bill dispatch to cash received for current orders,
including orders from the previous period.
Num Units:
Hour
Denominator ID:
226
Den Prose Name:
# Orders (2)
Den XLS Name:
orders.2
Den Includes:
Den Units:
Number
Dimensions:
Units:
Hour
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Mean Duration From Bill Dispatch To Cash Received
94. # Hours per Customer Payment, from Receipt to Posted in Billing

GB935, Version 7.1
Page 90 of 201
ID:
94
Code:
B-OE-2e
Prose Name:
# Hours per Customer Payment, from Receipt to Posted in Billing
XLS Name:
hours.per.customer_payment.from.receipt.to.posted_in_billing
Category:
Business Metric
Description:
time from receipt of customer payment till the payment is recognized
in the billing system
Domain:
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Customer Payments, from Receipt to Posted in Billing /
# Customer Payments
XLS Ratio:
hours.all.customer_payments.from.receipt.to.posted_in_billing /
customer_payments
Numerator ID:
141
Num Prose Name:
# Hours for All Customer Payments, from Receipt to Posted in Billing
Num XLS Name:
hours.all.customer_payments.from.receipt.to.posted_in_billing
Num Includes:
All time from payment received until entered into Billing system. This
may include time spent with 3rd parties such as a bank
Num Excludes:
Time spent on collections, or other processes. Time spent on noncustomer payments.
Num Units:
Hour
Denominator ID:
228
Den Prose Name:
# Customer Payments
Den XLS Name:
customer_payments
Den Includes:
All customer payments within period
Den Excludes:
Internal funds transfers
Den Units:
Number
Dimensions:
Government (2)(Optional)
Units:
Hour
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Time Till Notification Of Payment
95. # Hours per Bill Processing Fault Resolution
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
95
B-OE-2f
# Hours per Bill Processing Fault Resolution
hours.per.bill_processing_fault_resolution
Page 91 of 201
Category:
Business Metric
Description:
average time taken to resolve major Billing Process outages during
the capture period
Domain:
Process Focus:
Billing
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Billing Processing Faults to Resolution / # Bill
Processing Faults Resolved
XLS Ratio:
hours.all.billing_processing_faults.to.resolution /
process.billing.faults.resolved
Numerator ID:
144
Num Prose Name:
# Hours for All Billing Processing Faults to Resolution
Num XLS Name:
hours.all.billing_processing_faults.to.resolution
Num Includes:
Billing Process outages in Meta Processe Blocks (1-3) that stop bill
production. Measured from time fault is first reported until fault is corrected and process
returned to production
Num Excludes:
Faults that degrade but do not stop billing process. Planned outages.
Collection Management Meta Process (4)
Num Units:
Hour
Denominator ID:
214
Den Prose Name:
# Bill Processing Faults Resolved
Den XLS Name:
Den Units:
Number
Dimensions:
Units:
Hour
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Time Taken To Resolve Major Bill Processing Faults
96. % Cost of Billing Errors, of Revenue Billed
GB935, Version 7.1
ID:
96
Code:
B-OE-3a
Prose Name:
% Cost of Billing Errors, of Revenue Billed
XLS Name:
pct.cost.billing_errors.of.revenue.billed
Category:
Business Metric
Description:
operational efficiency of handling errors in the billing process by
assessing the cost of handling billing errors relative to the total billed revenue
Domain:
Process Focus:
Billing
Page 92 of 201
Topic:
Metric Type:
Ratio
Prose Ratio:
$ Cost of Billing Errors / $ Revenue Billed
XLS Ratio:
cost.billing_errors / revenue.billed
Numerator ID:
157
Num Prose Name:
$ Cost of Billing Errors
Num XLS Name:
cost.billing_errors
Num Includes:
Errors processing administrative labor (salary, taxes, benefits) + Other
allocated for error processing (Building, Power, IT,...) + Cost of re-bill production (bill creation,
invoicing, distribution, ) + Any write-offs for maintaining customer relations.
Num Units:
Currency
Denominator ID:
202
Den Prose Name:
$ Revenue Billed
Den XLS Name:
revenue.billed
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Cost Of Billing Errors
97. # Days per Billing Error
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
Description:
average age of errors
Domain:
Process Focus:
Topic:
Metric Type:
Prose Ratio:
XLS Ratio:
Numerator ID:
Num Prose Name:
Num XLS Name:
Num Includes:
97
B-OE-3b
# Days per Billing Error
days.per.billing_error
Business Metric
error correction efficiency of the Billing process by assessing the
Billing
Ratio over 1
# Days per Billing Error (2) / One
days.all.billing_errors / special.one
149
# Days per Billing Error (2)
days.all.billing_errors
Errors in data collection, processing, invoicing, and distribution.
Page 93 of 201
Num Excludes:
Num Units:
Denominator ID:
Den Prose Name:
Den XLS Name:
Den Units:
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
Customer or network issues unrelated to billing.

Day
279
One
special.one
Number
Day
2
Low
Active
Yes
Mean Age Of Billing Errors
98. % XDRs Falling into Suspense
GB935, Version 7.1
ID:
98
Code:
B-OE-3c
Prose Name:
% XDRs Falling into Suspense
XLS Name:
pct.xdrs.suspense
Category:
Business Metric
Description:
effectiveness of the Billing process, and opportunities for savings,
waste elimination, etc. by assessing the number of session detail records (SDRs) dismissed
for errors relative to the total number of SDRs
Domain:
Process Focus:
Billing
Topic:
Metric Type:
Ratio
Prose Ratio:
# XDRs Falling into Suspense / # XDRs (2)
XLS Ratio:
xdrs.suspense / xdrs.2
Numerator ID:
127
Num Prose Name:
# XDRs Falling into Suspense
Num XLS Name:
xdrs.suspense
Num Includes:
All xDRs falling into suspense (or uncharged xDRs for pre-paid)
independent of any reason.
Num Units:
Number
Denominator ID:
257
Den Prose Name:
# XDRs (2)
Den XLS Name:
xdrs.2
Den Includes:
Total billable usage in billing cycle in question
Den Units:
Number
Dimensions:
By Payment Timing: Prepay, Postpay (2)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Page 94 of 201
Status:
Unused:
Legacy Name:
Active
No
% xDRs Falling Into Suspense
99. % Collectable Debt Written Off, of Revenue Collected
ID:
99
Code:
B-OE-3d
Prose Name:
% Collectable Debt Written Off, of Revenue Collected
XLS Name:
pct.collectable_debt_written_off.of.revenue.collected
Category:
Business Metric
Description:
effectiveness of the Billing process, and opportunities for savings,
waste elimination, etc. by assessing the cost of collectable debt written off for the Service
Offering, against total Service Offering revenue collected
Domain:
Process Focus:
Billing
Topic:
Metric Type:
Ratio
Prose Ratio:
$ Collectable Debt Written Off / $ Revenue Collected
XLS Ratio:
collectable_debt_written_off / revenue.collected
Numerator ID:
180
Num Prose Name:
$ Collectable Debt Written Off
Num XLS Name:
collectable_debt_written_off
Num Units:
Currency
Denominator ID:
260
Den Prose Name:
$ Revenue Collected
Den XLS Name:
revenue.collected
Den Units:
Currency
Dimensions:
Government (2)
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
Yes
Legacy Name:
% Collectable Debt Written Off
100. % Value of Bills Unpaid
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
100
B-OE-3e
% Value of Bills Unpaid
pct.value.bills.unpaid
Page 95 of 201
Category:
Business Metric
Description:
cost effectiveness of the Billing process, and opportunities for savings,
waste elimination, etc. by assessing the revenue leakage (separated by cause, etc), against
total billed revenue
Domain:
Process Focus:
Billing
Topic:
Metric Type:
Ratio
Prose Ratio:
$ Value of Bills Unpaid / $ Value of Bills
XLS Ratio:
value.invoices.unpaid / value.invoices
Numerator ID:
146
Num Prose Name:
$ Value of Bills Unpaid
Num XLS Name:
value.invoices.unpaid
Num Includes:
Total value of all customer invoices unpaid at 10 days after due date
for the billing period
Num Excludes:
Value of invoices paid prior to 10 days after due date. Internal or noncustomer invoices
Num Units:
Currency
Denominator ID:
145
Den Prose Name:
$ Value of Bills
Den XLS Name:
value.invoices
Den Includes:
Aggregate value of all customer invoices in the period
Den Excludes:
Value of internal or non-customer invoices
Den Units:
Currency
Dimensions:
Units:
Percent
Decimal Places:
2
Preferred:
Low
Status:
Active
Unused:
No
Legacy Name:
Collections Efficiency Against Credit Terms
101. # Times Billing Suspense Files Recycled per Month
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
Description:
Domain:
Process Focus:
Topic:
101
B-OE-3f
# Times Billing Suspense Files Recycled per Month
billing_suspense_files.recycled.per.month
Business Metric
frequency that Suspense files are re-cycled during the capture period
Billing
Page 96 of 201
Metric Type:
Ratio over 1
Prose Ratio:
# Times Billing Suspense Files Recycled per Month (2) / One
XLS Ratio:
billing_suspense_files.recycled.per.month.2 / special.one
Numerator ID:
125
Num Prose Name:
# Times Billing Suspense Files Recycled per Month (2)
Num XLS Name:
billing_suspense_files.recycled.per.month.2
Num Units:
Number
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Dimensions:
Units:
Number
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
How Often Suspense Files Recycled
102. % Pre-paid Customers Erroneously Identified as Post-paid
GB935, Version 7.1
ID:
102
Code:
B-OE-3g
Prose Name:
% Pre-paid Customers Erroneously Identified as Post-paid
XLS Name:
pct.customers.prepaid.identified_as_postpaid
Category:
Business Metric
Comments:
This is equivalent to the number of exceptions where Originating
Intelligent Control Key (OICK) flag in Home Location Register (HLR) was different to Billing /
Total subscribers on HLR. Note that the value of this metric is NA when the service provider
does not have any pre-paid subscribers.
Domain:
Process Focus:
Billing
Topic:
Metric Type:
Ratio
Prose Ratio:
# Pre-paid Customers Erroneously Identified as Post-paid / #
Customers
XLS Ratio:
customers.prepaid.erroneously_identified_as_postpaid / customers
Numerator ID:
111
Num Prose Name:
# Pre-paid Customers Erroneously Identified as Post-paid
Num XLS Name:
customers.prepaid.erroneously_identified_as_postpaid
Num Includes:
Number of pre-paid subscribers who are erroneously identified as
post-paid independent of any reason
Num Units:
Number
Denominator ID:
199
Page 97 of 201
Den Prose Name:

Den XLS Name:
Den Includes:
Den Units:
Units:
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
# Customers
customers
Pre-paid and post paid subscribers
Number
Percent
2
Low
Active
No
% Pre-paid Subscribers Erroneously Identified As Post-paid
103. # Hours per Pricing Change
GB935, Version 7.1
ID:
103
Code:
O-OE-2a
Prose Name:
# Hours per Pricing Change
XLS Name:
hours.per.pricing_change
Category:
Business Metric
Description:
average time for pricing or tariff changes to be implemented and
deployed within the billing system during the capture period
Domain:
Process Focus:
Operations Support & Readiness
Topic:
Time
Metric Type:
Ratio
Prose Ratio:
# Hours for All Pricing Changes, from Approval to Ready for Customer
Sale / # Pricing Changes
XLS Ratio:
hours.all.pricing_changes.from.approval.to.ready_for_customer_sale /
pricing_changes
Numerator ID:
195
Num Prose Name:
Sale
Num XLS Name:
hours.all.pricing_changes.from.approval.to.ready_for_customer_sale
Num Includes:
All tariff changes completing in the period
Num Excludes:
Pricing or tarriff changes requiring code changes to the billing system.
Delays due to non billing functions.
Num Units:
Hour
Denominator ID:
244
Den Prose Name:
# Pricing Changes
Den XLS Name:
pricing_changes
Den Excludes:
Den Units:
Number
Dimensions:
1. By Payment Timing: Prepay, Postpay (2); 2. By Customer
Units:
Hour
Page 98 of 201
Decimal Places:
Preferred:
Status:
Unused:
Legacy Name:
2
Low
Active
No
Mean Duration To Implement a New Pricing Or Tariff Change
104. $ Revenue Overbilled
ID:
104
Code:
G-RM-RA-RLk
Prose Name:
$ Revenue Overbilled
XLS Name:
revenue.overbilled
Category:
Business Metric
Comments:
Currency needs to be adapted for IMF PPP. Similar to RA-RLj but in a
monetary value instead of Ratio.
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Alternate ID:
RA-RLk
Metric Type:
Ratio over 1
Prose Ratio:
$ Revenue Overbilled (2) / One
XLS Ratio:
revenue.overbilled.2 / special.one
Numerator ID:
130
Num Prose Name:
Num XLS Name:
Num Includes:
parties
Num Units:
Currency
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Amount of Revenue That Was Overbilled
105. % Cost Recovered, of Revenue
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
105
G-RM-CA-PEa
% Cost Recovered, of Revenue
pct.cost.recovered.of.revenue
Page 99 of 201
Category:
Business Metric
Domain:
Revenue & Margin
Process Focus:
General
Topic:
Cost Assurance - Control Efficiency
Alternate ID:
CA-PEa
Metric Type:
Ratio
Prose Ratio:
$ Cost Leakage Detected and Recovered / $ Revenue (6)
XLS Ratio:
cost.leakage.detected_and_recovered / revenue.6
Numerator ID:
270
Num Prose Name:
$ Cost Leakage Detected and Recovered
Num XLS Name:
cost.leakage.detected_and_recovered
Num Includes:
Cost Leakage that is recovered. Costs included are OpEx costs
directly related to the delivered services. These costs will include call termination,
International/Transit termination costs, Roaming costs, content, ringtones and other direct
costs
Num Excludes:
Vendor related costs such as network support and IT supplier costs
and purchasing costs in general. Costs which are not a leakage or not recovered. Costs
which are not OpEx.
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Value of Recovered Cost, as % Revenue
106. % Cost Detected and Not Recovered, of Revenue
GB935, Version 7.1
ID:
Code:
Prose Name:
XLS Name:
Category:
Domain:
Process Focus:
Topic:
Alternate ID:
Metric Type:
106
G-RM-CA-PEb
% Cost Detected and Not Recovered, of Revenue
pct.cost.detected_and_not_recovered.of.revenue
Business Metric
Revenue & Margin
General
Cost Assurance - Control Efficiency
CA-PEb
Ratio
Page 100 of 201
Prose Ratio:
$ Cost Leakage Detected and Not Recovered / $ Revenue (6)
XLS Ratio:
cost.leakage.detected_and_not_recovered / revenue.6
Numerator ID:
271
Num Prose Name:
$ Cost Leakage Detected and Not Recovered
Num XLS Name:
cost.leakage.detected_and_not_recovered
Num Includes:
Cost Leakage that is not recovered. Costs included are OpEx costs
costs.
Num Excludes:
and purchasing costs in general. Costs which are not a leakage. Costs which are not OpEx.
Num Units:
Currency
Denominator ID:
184
Den Prose Name:
$ Revenue (6)
Den XLS Name:
revenue.6
Den Includes:
Den Excludes:
Den Units:
Currency
Units:
Percent
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Value of Detected and Not Recovered Cost, as % Revenue
107. Net Promoter Score, Relational (NPS-R)
GB935, Version 7.1
ID:
107
Code:
CM-CE-6a
Prose Name:
Net Promoter Score, Relational (NPS-R)
XLS Name:
special.nps_relational
Category:
Business Metric
Description:
Relational Net Promoter Score
Comments:
Note that the relational NPS is the score measured periodically over
the lifetime of a customer. It measures the relationship, rather than the process the customer
interacted with. It is used to measure the Net Promoter Score of the overall brand/offering.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc.,
Bain & Company, Inc., and Fred Reichheld. The standard Net Promoter Score question
asked of the customer is: How likely is it that you would recommend [your company] to a
friend or colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please
note that this metric relates to consumer and SME customers.
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Metric Type:
Ratio over 1
Page 101 of 201
Prose Ratio:
Net Promoter Score, Relational (NPS-R) (2) / One
XLS Ratio:
special.nps.relational.2 / special.one
Numerator ID:
280
Num Prose Name:
Net Promoter Score, Relational (NPS-R) (2)
Num XLS Name:
special.nps.relational.2
Num Includes:
% of promoters and % of detractors according to standard NPS
definition for relational (brand based) measure
Num Excludes:
Transactional NPS, collected at the end of a customer contact
Num Units:
Percent
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Dimensions:
Source:
Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
Yes
Legacy Name:
NPS (Relational)
108. Net Promoter Score, Transactional (NPS-T)
GB935, Version 7.1
ID:
108
Code:
CM-CE-6b
Prose Name:
Net Promoter Score, Transactional (NPS-T)
XLS Name:
special.nps_transactional
Category:
Business Metric
Description:
Transactional Net Promoter Score
Comments:
Note that the transactional NPS is the score measured at the end of a
transaction with a customer. It measures the process the customer interacted with. Net
Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain &
Company, Inc., and Fred Reichheld. The standard Net Promoter Score question asked of
the customer is: How likely is it that you would recommend [your company] to a friend or
colleague? The answer is on a scale of 0-10, where 10 is extremely likely. Please try to use
the modifying detail to indicate the touchpoint the score covers. Only use the no modifying
detail option if you do not differentiate transactional NPS by touchpoint. Please note that this
metric relates to consumer and SME customers.
Domain:
Customer Experience
Process Focus:
Customer Management
Topic:
Metric Type:
Ratio over 1
Prose Ratio:
Net Promoter Score, Transactional (NPS-T) (2) / One
Page 102 of 201
XLS Ratio:
special.nps.transactional.2 / special.one
Numerator ID:
283
Num Prose Name:
Net Promoter Score, Transactional (NPS-T) (2)
Num XLS Name:
special.nps.transactional.2
Num Includes:
definition for transactional measure
Num Excludes:
Relational NPS, collected at intervals during a customer's lifetime with
the company, but not as a result of a customer contact
Num Units:
Percent
Denominator ID:
279
Den Prose Name:
One
Den XLS Name:
special.one
Den Units:
Number
Dimensions:
1. By Touchpoint: Fulfilment (includes sale), Use (Operation),
Assurance (problem care, support), Billing, Disengagement (move/change) (5) (Optional)
Source:
Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
Units:
Percent
Decimal Places:
2
Preferred:
High
Status:
Active
Unused:
Yes
Legacy Name:
NPS (Transactional)
109. # Customer Payments, by Payment Type
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
109
Measure
Direct debit by credit card considered as direct debit.
Direct
76
Number
Active
Yes
Number of payments by payment method
110. # Customer Payments (2)
GB935, Version 7.1
ID:
110
Prose Name: # Customer Payments (2)
XLS Name:
customer_payments.2
Category:
Measure
Page 103 of 201
Metric Type: Direct

Dependent Metrics:
76
Units: Number
Status: Active
Unused:
No
Legacy Name: Number of payments collected
111. # Pre-paid Customers Erroneously Identified as Post-paid
ID:
111
Prose Name:
XLS Name:
Category:
Measure
Comments:
Do not submit data for this metric if the service provider does not have
any pre-paid subscribers.
Includes:
post-paid independent of any reason
Metric Type:
Direct
Dependent Metrics:
102
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
post-paid. Do not submit data for this metric if the service provider does not have any prepaid subscribers.
112. # Problem Reports Closed, by Cause Type
ID:
Prose Name:
XLS Name:
Category:
Includes:
above.
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
112
Measure
Cause types include all types covered in modifying detail #1 as
Direct
71
Number
Active
No
Number of problem reports closed during period, by cause
113. # Problem Reports Closed (3)

GB935, Version 7.1
Page 104 of 201
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
113
Measure
Problem reports opened in a prior period
Direct
69
Number
Active
No
Number of Problem Reports closed within period
114. # Problem Reports Actually Closed in Compliance with SLA
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
with SLA definitions.
114
Measure
Direct
64
Number
Active
No
Number of problems agreed as closed during period in compliance
115. # Problem Reports Due to be Closed in Compliance with SLA
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
115
Measure
Direct
64
Number
Active
No
Number of problems due to be closed in the period
116. # Problem Reports from Customers

GB935, Version 7.1
Page 105 of 201
ID:
116
Prose Name:
XLS Name:
Category:
Measure
Includes:
Number of CUSTOMER reported technical and usability problems
reported for this service offering during the measurement period.
Excludes:
Problems reported from non-customer sources
Metric Type:
Direct
Dependent Metrics:
61
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of problems reported by CUSTOMERS during the
measurement period
117. # Problem Reports Resolved by Committed Date
ID:
117
Prose Name:
XLS Name:
Category:
Measure
Includes:
Problems that were resolved during the reporting period that may
have initiated in a prior reporting period (overlap)
Metric Type:
Direct
Dependent Metrics:
58
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of problems resolved to customer satisfaction by committed
date
118. # Problem Reports Resolved to Customer Satisfaction
GB935, Version 7.1
ID:
118
Prose Name:
XLS Name:
Category:
Measure
Includes:
Problems that were reported AND resolved during the reporting
period
Excludes:
Problems that were resolved during the reporting period that were
initiated in a prior reporting period
Metric Type:
Direct
Dependent Metrics:
74
Page 106 of 201
Units:
Status:
Unused:
Legacy Name:
period
Number
Active
Yes
Number of problems resolved to customer satisfaction in current
119. # Customer Incidents Resolved
ID:
119
Prose Name:
XLS Name:
Category:
Measure
Includes:
Excludes:
reporting period
Metric Type:
Direct
Dependent Metrics:
56, 57
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of reported incidents resolved
120. # Activations Completed by Committed Date
ID:
120
Prose Name:
XLS Name:
Category:
Measure
Includes:
Number of service deliveries or activations fulfilled including new
service activations, new subscribers connected
Metric Type:
Direct
Dependent Metrics:
39
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of service deliveries or activations fulfilled before and until
committed date
121. # Service Problems Resolved (2)
GB935, Version 7.1
ID:
121
Page 107 of 201
Prose Name:
XLS Name:
Category:
Includes:
closed in the period
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:

Measure
All repairs requiring service provider action to resolve, which were
Trouble tickets cleared with no fault found
Direct
68
Number
Active
Yes
Number of Service Problems resolved in period
122. # Service Problems Resolved
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
122
Measure
Direct
70
Number
Active
Yes
Number of Service Problems closed within period
123. # SLA Violations
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
123
# SLA Violations
sla_violations
Measure
Direct
63
Number
Active
No
Number of SLA violation incidents
124. # Users
GB935, Version 7.1
Page 108 of 201
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
124
# Users
users
Measure
Total number of current SO users at end of period
Direct
2
Number
Active
No
Number of SO Users
125. # Times Billing Suspense Files Recycled per Month (2)
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
125
Measure
Direct
101
Number
Active
No
Number of times suspense files are re-cycled per month
126. # Problem Reports Closed
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
126
Measure
Trouble Tickets for maintenance activities
Problems caused by customer
Direct
73
Number
Active
No
Number of trouble tickets closed in month
127. # XDRs Falling into Suspense

GB935, Version 7.1
Page 109 of 201
ID:
127
Prose Name:
XLS Name:
xdrs.suspense
Category:
Measure
Comments:
For example, in the case of mobile prepaid, this includes calls, SMS
and data xDRs not charged.
Includes:
All xDRs falling into suspense (or uncharged xDRs for pre-paid)
independent of any reason.
Metric Type:
Direct
Dependent Metrics:
98
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of xDRs falling into suspense (or uncharged xDRs for prepaid). For example, in the case of mobile prepaid, this includes calls, SMS and data xDRs not
charged
128. # XDRs Recovered, Processed and Billed After Recycling
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
recycling
128
Measure
recovered xDRs which were billed to end customer during the period
Direct
21
Number
Active
No
Number of xDRs successfully recovered, processed and billed after
129. # Hours for All Orders, from Ordering to Activation, by Process Type
GB935, Version 7.1
ID:
129
Prose Name:
XLS Name:
Category:
Measure
Comments:
The expression "process block" refers to Fulfillment Meta Process
Blocks 2-5, as defined in the BMS documentation
Includes:
(Aggregate process time for Fulfillment Meta Process Block for this
SO / Total number of Orders ) Separated by Detail above
Page 110 of 201
Excludes:
Fulfillment Meta Process Block 1, process suspension per customer
request, Time in Assurance or Customer Management processes
Metric Type:
Direct
Dependent Metrics:
50
Units:
Hour
Status:
Active
Unused:
No
Legacy Name:
Overall time from order to activation by process block ( Fulfillment
Meta Process Blocks 2-5).
130. $ Revenue Overbilled (2)
ID:
Prose Name:
XLS Name:
Category:
Includes:
parties
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
130
Measure
Direct
15, 104
Currency
Active
Yes
Overbilled revenue
131. $ Revenue Recovered (2)
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
131
Measure
Direct
16, 17
Currency
Active
No
Recovered value
132. $ Revenue, by Channel Type

GB935, Version 7.1
Page 111 of 201
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
132
Measure
SO Revenue contribution by channel type. Separated by Detail above
Non order related revenue, such as interest
Direct
46
Currency
Active
Yes
Revenue by channel type
133. $ Value of Account Receivables
ID:
133
Prose Name:
XLS Name:
value.ar
Category:
Measure
Includes:
(Days per period X average sales per day) - (Value of invoices paid
per period + Value of any queries per period + Value of any credits per period)
Metric Type:
Direct
Dependent Metrics:
91
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Account receivables
134. # Hours for All Fulfillment Issues Resolved
GB935, Version 7.1
ID:
134
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate elapsed time to resolve defects and rework during Order to
Customer Acceptance for this SO
Excludes:
Meta Process Block 1, Time in Assurance or Customer Management
processes
Metric Type:
Direct
Dependent Metrics:
52
Units:
Hour
Status:
Active
Unused:
Yes
Page 112 of 201
Legacy Name:
Aggregate elapsed time to resolve defects and rework during Order
to Customer Acceptance for this SO
135. # Minutes for All Problem Reports to Service Restoration
ID:
135
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time for all Problem Reports (opened by customer or
alarmed) to service restored
Includes:
Aggregate elapsed time from Problem Report open to Problem
Report closed for this SO. Separated by Detail above
Metric Type:
Direct
Dependent Metrics:
69
Units:
Minute
Status:
Active
Unused:
No
Legacy Name:
Aggregate time for all Problem Reports (opened by customer or
alarmed) to service restored
136. # Hours for All Orders, from Bill Dispatch to Cash Received
ID:
136
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time from bill dispatch to cash received for current orders
Includes:
Aggregate time for bill dispatch to cash received for current orders,
including orders from the previous period.
Metric Type:
Direct
Dependent Metrics:
93
Units:
Hour
Status:
Active
Unused:
No
Legacy Name:
Aggregate time from bill dispatch to cash received for current orders
137. # Seconds for All Customer Call Waiting Time
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
137
Page 113 of 201
Category:
Description:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Measure
Aggregate time from customer request for support until CSR answers
Call center contacts (after IVR initial activities).
All other channels: store, email, IVR
Direct
28
Second
Active
No
Aggregate time from customer request for support until CSR answers
138. # Minutes for All Customer Request Handling
ID:
Prose Name:
XLS Name:
Category:
Description:
request completion
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
request completion.
138
Measure
Aggregate time from customer request received until customer
Total elapsed calendar time.
Direct
29
Minute
Active
Yes
Aggregate time from customer request received until customer
139. # Hours for All Bills, from Bill Cycle Close to Bill Dispatch
GB935, Version 7.1
ID:
139
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time from cycle close date until bills ready for dispatch
Includes:
Total elapsed time from cycle close date until bills ready for dispatch
(processing and printing completed as needed by media). Includes time to process delayed
calls (relevant for the cycle) between close date and actual bill run initiation. Includes all billing
run activities such as QA.
Metric Type:
Direct
Dependent Metrics:
80
Units:
Hour
Status:
Active
Page 114 of 201
Unused:
Legacy Name:
Yes
Aggregate time from cycle close date until bills ready for dispatch
140. # Hours for All Orders, from Ordering to Activation
ID:
140
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time from Order Date to Customer Acceptance closed for
this SO
Includes:
Aggregate elapsed time from order to service activation or service
delivery by total process (Meta Process Blocks 2-5)
Excludes:
Meta Process Block 1, process suspension per customer request,
Time in Assurance or Customer Management processes
Metric Type:
Direct
Dependent Metrics:
49
Units:
Hour
Status:
Active
Unused:
Yes
Legacy Name:
Aggregate time from Order Date to Customer Acceptance closed for
this SO
141. # Hours for All Customer Payments, from Receipt to Posted in Billing
GB935, Version 7.1
ID:
141
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time from receipt of customer payment until payment
entered into Billing System
Includes:
All time from payment received until entered into Billing system. This
may include time spent with 3rd parties such as a bank
Excludes:
Time spent on collections, or other processes. Time spent on noncustomer payments.
Metric Type:
Direct
Dependent Metrics:
94
Units:
Hour
Decimal Places:
2
Status:
Active
Unused:
No
Legacy Name:
Aggregate time from receipt of customer payment until payment
entered into Billing System
Page 115 of 201
142. # Hours for All Orders, from Activation to Bill Dispatch
ID:
Prose Name:
XLS Name:
Category:
Description:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
142
Measure
Aggregate time from service activation to bill dispatch for all orders
Direct
92
Hour
Active
No
Aggregate time from service activation to bill dispatch for all orders.
143. # Minutes for All Customer Transactions to Information Posted
ID:
143
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time from transaction to information available to customer
Includes:
Total time from end of transaction (e.g. call, download session, etc)
until information of transaction and rated usage are available for customer consumption
Metric Type:
Direct
Dependent Metrics:
79
Units:
Minute
Status:
Active
Unused:
Yes
Legacy Name:
Aggregate time from transaction to information available to customer
144. # Hours for All Billing Processing Faults to Resolution
GB935, Version 7.1
ID:
144
Prose Name:
XLS Name:
Category:
Measure
Description:
Aggregate time to resolve Billing Process Outages
Comments:
In Meta Process blocks (1-3)
Includes:
Billing Process outages in Meta Processe Blocks (1-3) that stop bill
production. Measured from time fault is first reported until fault is corrected and process
returned to production
Excludes:
Faults that degrade but do not stop billing process. Planned outages.
Collection Management Meta Process (4)
Page 116 of 201
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
blocks (1-3)
Direct
95
Hour
Active
No
Aggregate Time to resolve Billing Process Outages in Meta Process
145. $ Value of Bills
ID:
Prose Name:
XLS Name:
Category:
Description:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
145
$ Value of Bills
value.invoices
Measure
Aggregate value of all invoices
Aggregate value of all customer invoices in the period
Value of internal or non-customer invoices
Direct
100
Currency
Active
No
Aggregate value of all invoices
146. $ Value of Bills Unpaid
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Description:
Includes:
for the billing period
Excludes:
customer invoices
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
146
Measure
Aggregate value of unpaid invoices
Total value of all customer invoices unpaid at 10 days after due date
Value of invoices paid prior to 10 days after due date. Internal or nonDirect
100
Currency
Active
No
Aggregate value of unpaid invoices
Page 117 of 201
147. # Customer Requests (3)
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
147
customer_requests.3
Measure
Direct
30
Number
Active
No
All customer contacts or requests during period
148. $ Value of Billing Charges from Previous Billing Cycle
ID:
148
Prose Name:
XLS Name:
Category:
Measure
Comments:
i.e. occurred prior to previous cut off date
Includes:
Metric Type:
Direct
Dependent Metrics:
81
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Amount (value) of charges that are associated with previous billing
cycle (i.e. occurred prior to previous cut off date)
149. # Days per Billing Error (2)
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
149
Measure
Errors in data collection, processing, invoicing, and distribution.
Customer or network issues unrelated to billing.
Direct
97
Day
Active
Yes
Page 118 of 201
Legacy Name:
Average age of billing errors.
150. $ Value of Sales per Day
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
150
value.sales.per.day
Measure
Direct
91
Currency
Active
Yes
Average sales per day during the capture period
151. # Bills with Error
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
151
# Bills with Error
bills.with_error
Measure
Bill errors reported by customers, identified internally
Direct
82
Number
Active
Yes
Bills found to hold an error during reporting period
152. # Activations Failed
GB935, Version 7.1
ID:
152
Prose Name:
XLS Name:
activations.failed
Category:
Measure
Comments:
Closed or completed service activations or deliveries that failed, Reopened service activations or deliveries (e.g. as a result of customer complaint that service
not functioning),and Problem Reports with service activation or delivery failure reason code
Includes:
Completed service activations or deliveries that do not work properly
& service activations or deliveries which can not be delivered due to technical issues.
Excludes:
Installation problems that were worked around
Metric Type:
Direct
Page 119 of 201
Dependent Metrics:
41
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Closed or completed service activations or deliveries that failed, Reopened service activations or deliveries (e.g. as a result of customer complaint that service
not functioning),and Problem Reports with service activation or delivery failure reason cod
153. $ Cost of Fulfillment
ID:
153
Prose Name:
XLS Name:
cost.fulfillment
Category:
Measure
Comments:
from order to activation
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
48
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Cost of Fulfillment process from order to activation
154. $ Cost of Sales
GB935, Version 7.1
ID:
154
Prose Name:
$ Cost of Sales
XLS Name:
cost.sales
Category:
Measure
Includes:
(Building, Power, IT,...) + Additional Costs (Advertising, ) (This includes the cost of
maintaining the systems used by this process area, but not the cost of developing the
systems. Annual product license or support charges would be included.) /Number of SO
orders. Separated by Detail above
Metric Type:
Direct
Dependent Metrics:
44
Units:
Currency
Status:
Active
Unused:
Yes
Page 120 of 201
Legacy Name:
Cost of Sales for SO
155. $ Cost of Billing
ID:
155
Prose Name:
$ Cost of Billing
XLS Name:
cost.billing
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
86, 89
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Cost to bill end-customer
156. $ Cost of Collections
ID:
156
Prose Name:
XLS Name:
cost.collections
Category:
Measure
Comments:
Meta process block #5
Includes:
Revenue collections administrative labor (salary, taxes, benefits) +
Other allocated for revenue collections (Building, Power, IT,...) + 3rd party collection agency
costs This includes the cost of maintaining the systems used by this process area, but not the
cost of developing the systems. Annual product license or support charges would be
included. All, separated by Detail above
Metric Type:
Direct
Dependent Metrics:
88
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Cost to collect revenue from customers (Meta process block #5)
157. $ Cost of Billing Errors
GB935, Version 7.1
Page 121 of 201
ID:
157
Prose Name:
XLS Name:
cost.billing_errors
Category:
Measure
Comments:
Costs involving identification, investigation, and re-processing of
invoices due to errors in data collection, processing, invoicing or distribution
Includes:
Errors processing administrative labor (salary, taxes, benefits) + Other
allocated for error processing (Building, Power, IT,...) + Cost of re-bill production (bill creation,
invoicing, distribution, ) + Any write-offs for maintaining customer relations.
Metric Type:
Direct
Dependent Metrics:
96
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Costs involving identification, investigation, and re-processing of
invoices due to errors in data collection, processing, invoicing or distribution
158. $ Revenue Recovered and Recoverable
ID:
Prose Name:
XLS Name:
Category:
Includes:
Leakages discovery
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
158
Measure
The revenue that is billed or could be billed to the customer due to
Amount Billed due to regular operational processes
Direct
22
Currency
Active
No
Customer Recovered and Recoverable Revenue
159. # Orders Requiring Rework, from Ordering to Activation
GB935, Version 7.1
ID:
159
Prose Name:
XLS Name:
Category:
Measure
Includes:
Activation
Excludes:
rework in sales
Page 122 of 201
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Direct
51, 53
Number
Active
No
Number of SO orders requiring rework from Order to Activation
160. # XDRs for Billing
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
160
# XDRs for Billing
xdrs.billing
Measure
All xDRs received in Billing during the period
Direct
12
Number
Active
Yes
Number of Billing xDRs
161. # Bills Issued, by Delivery Type
ID:
Prose Name:
XLS Name:
Category:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
161
Measure
Web delivery in case this customer also receives a paper statement
Direct
75
Number
Active
Yes
Number of bills distributed by delivery media
162. # Bills Requiring Manual Intervention
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
162
Page 123 of 201
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Measure
Total number of bills involving intervention (planned + unplanned)
Direct
87
Number
Active
No
Number of bills involving intervention
163. # Bills Produced (2)
ID:
163
Prose Name:
XLS Name:
bills.produced.2
Category:
Measure
Comments:
Regardless of distribution method, e.g. delivery by paper & magnetic
tape counted as one bill
Metric Type:
Direct
Dependent Metrics:
75
Units:
Number
Status:
Active
Unused:
Yes
Legacy Name:
Number of bills produced (regardless of distribution method, e.g.
delivery by paper & magnetic tape counted as one bill)
164. # Customer Calls Abandoned
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
164
Measure
All calls abandoned proir to CSR problem resolution
Non-call center contacts
Direct
33
Number
Active
No
Number of calls abandoned while waiting to be served
165. # Orders Accepted by Customer

GB935, Version 7.1
Page 124 of 201
ID:
165
Prose Name:
XLS Name:
orders.accepted
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
37, 49, 50
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of completions accepted by the customer during the
reporting period
166. # Customer Contacts, by Contact Type
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
166
Measure
Outbound contacts
Direct
27
Number
Active
No
Number of contacts by detail type
167. # Customer Contacts About Re-reported Customer Incidents
GB935, Version 7.1
ID:
167
Prose Name:
XLS Name:
Category:
Measure
Includes:
Service problems not dealt with following first report, service problems
not solved in a satisfactory way
Excludes:
Re-work not triggered by customer
Metric Type:
Direct
Dependent Metrics:
59
Units:
Number
Status:
Active
Page 125 of 201
Unused:
No
Legacy Name:
Number of contacts regarding incident (service problem) that are
defined as re-reports (based on reason codes)
168. # Orders Failed Within 28 Days
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
168
Measure
All service failures including disruption of parts of the service
Service failures resulting from customer actions
Direct
42
Number
Active
No
Number of customer accepted orders that fail with in the first 28 days
169. # Customer Contacts, by Request Type
ID:
169
Prose Name:
XLS Name:
Category:
Measure
Includes:
General category
Excludes:
Metric Type:
Direct
Dependent Metrics:
32
Units:
Number
Status:
Active
Unused:
Yes
Legacy Name:
Number of customer contacts per Category
170. # Customer Contacts About Usability of Installed Service
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
170
Measure
Page 126 of 201
Includes:
a time period).
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
been installed.
All customer raised usability related questions. (Note: not bounded by

Questions not related to service usage; such as pricing
Direct
40
Number
Active
No
Number of customer contacts relating to usability of service that has
171. # Customer Requests (x1000)
ID:
171
Prose Name:
XLS Name:
Category:
Measure
Includes:
General category
Excludes:
Metric Type:
Direct
Dependent Metrics:
31
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of customer contacts*1,000
GB935, Version 7.1
ID:
172
Prose Name:
XLS Name:
customer_requests.4
Category:
Measure
Includes:
Number of SO customer transactions handled in the Customer
Management Process including: a) resolved inquiries and number of Orders taken; b)
number of Trouble Tickets dispatched; c) number of Billing Inquiries routed; d) trouble tickets
dispatched by IV
Metric Type:
Direct
Dependent Metrics:
36
Units:
Number
Status:
Active
Unused:
Yes
Page 127 of 201
Legacy Name:
Number of customer transactions for this SO
173. # Customers Included in Reconciliation
ID:
173
Prose Name:
XLS Name:
Category:
Measure
Includes:
Customers who are included to reconciliation between Billing, CRM,
HLR and Provisioning IN
Excludes:
Metric Type:
Direct
Dependent Metrics:
24
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of customers included to reconciliation
174. # Customers with SLA
ID:
Prose Name:
XLS Name:
Category:
Includes:
still counted once
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
174
customers.with_sla
Measure
Count of customers i.e. customer may have more than one SLA, is
Direct
60
Number
Active
No
Number of customers with SLAs
175. # Installations
GB935, Version 7.1
ID:
175
Prose Name:
# Installations
XLS Name:
installations
Category:
Measure
Includes:
Number of installations (customer accepted) at different end points.
One order may have multiple installations.
Excludes:
Unfulfilled orders due to cancellation etc.
Page 128 of 201
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Direct
48
Number
Active
Yes
Number of installations
176. # XDRs from Network
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
176
# XDRs from Network
xdrs.network
Measure
All xDRs captured by Network Element during the period
Direct
12
Number
Active
Yes
Number of Network xDRs
177. # Orders Accepted by Customer (2)
ID:
177
Prose Name:
XLS Name:
orders.accepted.2
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
42
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Number of orders accepted by the customer during the reporting
period
178. $ Value of Future Infrastructure Build
GB935, Version 7.1
Page 129 of 201
ID:
178
Prose Name:
XLS Name:
Category:
Measure
Comments:
(CAPEX /expected breakeven years) + OPEX
Includes:
CapEx useful to SO revenue generation (Equipment, Systems,
Software, capitalized installation labor); OpEx cost to operate new infrastructure until
breakeven
Excludes:
Capitalized Operating Expenses (motor vehicles, real-estate,)
Metric Type:
Direct
Dependent Metrics:
55
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
SO allocation of Infrastructure build ( CAPEX /expected breakeven
years) + OPEX
179. $ Capex
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
179
$ Capex
capex
Measure
SO allocation of capital expenditures including capitalized interest.
Direct
3
Currency
Active
No
SO CapEx
180. $ Collectable Debt Written Off
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
180
Measure
Direct
99
Currency
Active
Yes
SO collectable debt written off in capture period
Page 130 of 201
181. # Customers Acquired
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
181
customers.acquired
Measure
SO New customers within the month in question
SO existing customers who have signed for new services within SO
Direct
8
Number
Active
No
SO Number of Customers Acquired
182. # Customers Lost
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
182
# Customers Lost
customers.lost
Measure
SO Lost customers within the month in question
Existing customers who have reduced their services for this SO
Direct
9
Number
Active
No
SO Number of Lost Customers
183. $ Operating Income
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
(SO EBITA)
Excludes:
Metric Type:
Dependent Metrics:
Units:
183
$ Operating Income
operating_income
Measure
(SO operating revenue - SO operating expenses); also defined as
Taxes, interest, income from other sources, depreciation, amortization
Direct
1
Currency
Page 131 of 201
Status:
Unused:
Legacy Name:
Active
No
SO Operating Income
184. $ Revenue (6)
ID:
184
Prose Name:
$ Revenue (6)
XLS Name:
revenue.6
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
1, 4, 6, 7, 13, 46, 55, 67, 105, 106
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
SO Operating revenue
185. $ Revenue (3)
ID:
185
Prose Name:
$ Revenue (3)
XLS Name:
revenue.3
Category:
Measure
Comments:
deprecated since same as "SO Operating Revenue"; the 3 metrics
using this factor have been made to use "SO Operating Revenue" instead
Includes:
Excludes:
Metric Type:
Direct
Units:
Currency
Status:
Deprecated
Unused:
Yes
Legacy Name:
SO Operating Revenues
186. $ Opex
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
186
$ Opex
opex
Page 132 of 201
Category:
Measure
Includes:
Metric Type:
Direct
Dependent Metrics:
3, 4, 35, 45, 66
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
SO OpEx
187. $ Revenue (5)
ID:
187
Prose Name:
$ Revenue (5)
XLS Name:
revenue.5
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
2, 34, 65
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
SO Revenue
188. $ Revenue, by Channel Type (2)
GB935, Version 7.1
ID:
188
Prose Name:
XLS Name:
Category:
Measure
Includes:
SO Revenue contribution by channel type, CPE revenue allocation.
Separated by Detail above
Excludes:
Non order related revenue, such as interest, Handset revenue (mobile
SO)
Metric Type:
Direct
Dependent Metrics:
47
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
SO Revenue by channel type
Page 133 of 201
189. $ Revenue, by Data Services
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
189
Measure
Revenue for data specific services, e.g. broadband
Direct
7
Currency
Active
No
SO Revenue from Data Services
190. $ Revenue, by Voice Services
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
190
Measure
Revenue for voice specific services, including analog and VOIP
Direct
6
Currency
Active
No
SO Revenue from Voice Services
191. $ Revenue, by Bearer Service and Application Type
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
details
Excludes:
Metric Type:
Dependent Metrics:
Units:
191
Measure
Total SO revenue across all categories as described in the modifying
Direct
5
Currency
Page 134 of 201
Status:
Unused:
Legacy Name:
Active
Yes
SO revenue of a specific category
192. $ Cost of SLA Management
ID:
192
Prose Name:
XLS Name:
cost.sla_management
Category:
Measure
Includes:
SLA administrative labor (salary, taxes, benefits and outsourced labor)
+ Other allocated for SLA admin (Building, Power, IT,...) + Customer rebates for SLA
violations. This includes the cost of maintaining the systems used by this process area, but
not the cost of developing the systems. Annual product license or support charges would be
included. SLA penalties are included. All, separated by Detail above
Excludes:
SO Fulfillment costs, SO Customer Management costs
Metric Type:
Direct
Dependent Metrics:
67
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
SO SLA Costs
193. $ Revenue
ID:
193
Prose Name:
$ Revenue
XLS Name:
revenue
Category:
Measure
Includes:
Services revenue
Excludes:
Metric Type:
Direct
Dependent Metrics:
10, 15, 16, 22
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
SP Operating Revenues
194. # Hours for All Installations Committed, Between Customer Required

and Committed Dates
GB935, Version 7.1
Page 135 of 201
ID:
194
Prose Name:
and Committed Dates
XLS Name:
Category:
Measure
Includes:
Total calendar time difference between CRD and CCD when CCD is
later than CRD for all installation commitments in period. In case the CCD is earlier than CRD
the calendar time difference is defined to be 0. When no customer specified CRD, the
calendar time difference is defined to be 0.
Metric Type:
Direct
Dependent Metrics:
38
Units:
Hour
Status:
Active
Unused:
No
Legacy Name:
Sum of calendar time from Customer Required Date (CRD) to
Customer Committed Date (CCD) for all installation commitments in period (where CCD is
later than CRD).
195. # Hours for All Pricing Changes, from Approval to Ready for Customer
Sale
ID:
195
Prose Name:
Sale
XLS Name:
hours.all.pricing_changes.from.approval.to.ready_for_customer_sale
Category:
Measure
Comments:
Use TTM Pricing Change Meta Process blocks 2-3
Includes:
All tariff changes completing in the period
Excludes:
Delays due to non billing functions.
Metric Type:
Direct
Dependent Metrics:
103
Units:
Hour
Status:
Active
Unused:
No
Legacy Name:
Sum of elapsed calendar time from Pricing Change Approved to
Pricing Change Ready for Client Sale for all pricing changes (use TTM Pricing Change Meta
Process blocks 2-3)
196. # Months for All Revenue Recovery Cases
GB935, Version 7.1
ID:
Prose Name:
196
Page 136 of 201
XLS Name:
Category:
Measure
Includes:
Sum of recovery periods (from leakage discovered time to billed to
customer or 3rd party) of all recovered cases
Excludes:
Metric Type:
Direct
Dependent Metrics:
20
Units:
Month
Status:
Active
Unused:
Yes
Legacy Name:
Sum of recovery period of all recovered revenue cases recovered in
the period . Time calculated from discovery.
197. # Hours for All Orders, from Ordering to Acceptance
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
orders.
197
Measure
Orders completed and accepted by customer in the reporting month.
Presales feasibility assessments, delays due to customer.
Direct
37
Hour
Active
No
Sum of time from order placement to customer acceptance for all
198. # Customer Requests Handled to Completion on First Call
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
by the CSRs).
198
Measure
Direct
30
Number
Active
No
The number of first calls that were handled to completion (as logged
Page 137 of 201
199. # Customers
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
199
# Customers
customers
Measure
Pre-paid and post paid subscribers
Direct
102
Number
Active
No
The total number of subscribers in the capture period
200. # Hours for All Service Problem Resolutions, by Process Type
ID:
200
Prose Name:
XLS Name:
Category:
Measure
Comments:
Meta Blocks 1-4
Includes:
Aggregate elapsed time for Meta Process Block for this SO.
Seperated by Detail above
Excludes:
Meta Process Block 5 (Customer Retention Management)
Metric Type:
Direct
Dependent Metrics:
70
Units:
Hour
Status:
Active
Unused:
Yes
Legacy Name:
Time to resolve SO service problems by process block (Meta Blocks
1-4).
201. $ Value of Current Billing Charges
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
201
Measure
Direct
81
Currency
Active
Page 138 of 201
Unused:
Legacy Name:
Yes
Total amount charged for cycle
202. $ Revenue Billed
ID:
202
Prose Name:
$ Revenue Billed
XLS Name:
revenue.billed
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
86, 88, 96
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Total billed revenue
203. $ Cost of Assurance
ID:
203
Prose Name:
$ Cost of Assurance
XLS Name:
cost.assurance
Category:
Measure
Includes:
charges
Excludes:
Metric Type:
Direct
Dependent Metrics:
65, 66, 68
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Total cost of SO Assurance
204. $ Cost of Customer Management
GB935, Version 7.1
ID:
Prose Name:
204
Page 139 of 201
XLS Name:
Category:
Measure
Includes:
charges
Excludes:
Metric Type:
Direct
Dependent Metrics:
34, 35, 36
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Total cost of SO Customer Management
205. $ Cost of Fulfillment (2)
ID:
205
Prose Name:
XLS Name:
cost.fulfillment.2
Category:
Measure
Includes:
charges
Excludes:
SO Assurance costs, SO Customer Management costs
Metric Type:
Direct
Dependent Metrics:
45
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Total cost of SO Fulfillment
206. $ Cost of Stranded and Unused Assets
GB935, Version 7.1
ID:
206
Prose Name:
XLS Name:
Category:
Measure
Includes:
Sum of cost of all stranded and unused assets in the period
Excludes:
Assets not related to individual subscribers such as shared network
assets. Only includes assets that are specific to individual subscribers (individuals or
enterprises). Some examples of the included assets are: Lease Line, DSL ports, setup boxes,
unused HLR/SDP records
Page 140 of 201
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Direct
13
Currency
Active
Yes
Total cost of stranded and unused assets
207. # Days from Bill Cycle Close to Bill Dispatch
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
dispatch
207
Measure
Invoicing (Meta Process Block 4)
Time for posting and printing
Direct
90
Day
Active
No
Total elapsed time from bill cycle close to bills ready for display or
208. # Minutes for All Customer Incidents, from Reported to Resolved
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
informed of resolution
208
Measure
Direct
56, 57
Minute
Active
No
Total elapsed time from customer incident reported until customer is
209. # Hours for All Repair
GB935, Version 7.1
Page 141 of 201
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
209
hours.all.repair
Measure
Total hours of reported time for repair (technician + dispatch)
Direct
72
Hour
Active
Yes
Total hours of reported time for repair
210. $ Revenue for Services Newly Fulfilled
ID:
210
Prose Name:
XLS Name:
revenue.new
Category:
Measure
Includes:
Excludes:
Metric Type:
Direct
Dependent Metrics:
43, 44
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Total new SO Revenue for the period
211. # Bills Issued
GB935, Version 7.1
ID:
211
Prose Name:
# Bills Issued
XLS Name:
bills.issued
Category:
Measure
Comments:
deprecated since same as other metric named "Total number of bills
issued"; the 1 metrics using this factor has been made to use the other factor instead
Includes:
All bills issued in either paper or electronic format
Excludes:
Metric Type:
Direct
Units:
Number
Status:
Deprecated
Unused:
Yes
Legacy Name:
Total number of bills issued.
Page 142 of 201
212. # Customer Contacts About Billing
ID:
212
Prose Name:
XLS Name:
Category:
Measure
Includes:
Inbound contacts (such as phone, email, and web contacts), including
all billing and payment inquiries.
Excludes:
Metric Type:
Direct
Dependent Metrics:
84
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of customer initiated billing related contacts
213. # Customers (2)
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
213
# Customers (2)
customers.2
Measure
Whole customer base
Internal customers
Direct
24
Number
Active
No
Total number of SP customers
214. # Bill Processing Faults Resolved
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
214
Measure
Direct
95
Number
Active
No
Page 143 of 201
Legacy Name:
Total number of billing process outage resolutions
215. # Bills
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
215
# Bills
bills
Measure
Direct
80
Number
Active
Yes
Total number of bills
216. # Bills Issued (3)
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
216
# Bills Issued (3)
bills.issued.3
Measure
Direct
82
Number
Active
Yes
Total number of bills distributed
217. # Bills Issued (2)
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
217
# Bills Issued (2)
bills.issued.2
Measure
Direct
77, 78, 83, 84, 85
Number
Active
No
Total number of bills issued
Page 144 of 201
218. # Bills Paid Electronically
ID:
218
Prose Name:
XLS Name:
Category:
Measure
Includes:
Bills paid via home banking, automatic bank deduction, funds
transfers, ATM transactions, and web and/or IVR-based credit or debit card transactions
Excludes:
Payments by cash or check
Metric Type:
Direct
Dependent Metrics:
78
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of bills paid electronically
219. # Bills Produced
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
219
# Bills Produced
bills.produced
Measure
Direct
87
Number
Active
No
220. # Bills Produced (3)
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
220
bills.produced.3
Measure
All customer bills produced
Bills discarded due to process or data errors
Direct
89
Number
Active
Page 145 of 201
Unused:
Legacy Name:
Yes
Total number of bills produced
221. # Bills Requiring Adjustments Initiated by Customer
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
221
Measure
Financial adjustments, credit notes issued
Direct
83
Number
Active
No
Total number of bills requiring adjustments initiated by customer
222. # Bills Requiring Adjustments Initiated Internally
ID:
222
Prose Name:
XLS Name:
Category:
Measure
Includes:
All internal adjustments, including plan changes, address changes,
financial adjustments, credit notes issued
Excludes:
All customer initiated adjustments.
Metric Type:
Direct
Dependent Metrics:
85
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of bills requiring adjustments initiated by internal triggers
223. # Bills Sent Electronically
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Excludes:
223
Measure
Page 146 of 201
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Direct
77
Number
Active
No
Total number of bills sent electronically
224. # Activations Completed
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
224
Measure
Successful & failed
Direct
41
Number
Active
No
Total number of complete service activations or deliveries
225. # Customer Contacts
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
225
# Customer Contacts
customer_contacts
Measure
Direct
27
Number
Active
No
Total number of contacts
226. # Orders (2)
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
226
# Orders (2)
orders.2
Measure
Page 147 of 201
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:

Direct
92, 93
Number
Active
No
Total number of current orders
227. # Customer Contacts (2)
ID:
227
Prose Name:
XLS Name:
customer_contacts.2
Category:
Measure
Includes:
General category
Excludes:
Metric Type:
Direct
Dependent Metrics:
32
Units:
Number
Status:
Active
Unused:
Yes
Legacy Name:
Total number of customer contacts
228. # Customer Payments
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
228
# Customer Payments
customer_payments
Measure
All customer payments within period
Internal funds transfers
Direct
94
Number
Active
No
Total number of customer payments received during the period
229. # Customer Requests

GB935, Version 7.1
Page 148 of 201
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
229
# Customer Requests
customer_requests
Measure
All customer requests closed in period
Open customer requests
Direct
29
Number
Active
Yes
Total number of customer requests
ID:
230
Prose Name:
XLS Name:
customer_requests.2
Category:
Measure
Includes:
Calls into the call centers, including outsourced call centers of the
operators.
Excludes:
Calls that are dropped while they are in the queue waiting to be
answered. Customer requests that come in via other channels (e.g. store, email, IVR)
Metric Type:
Direct
Dependent Metrics:
28
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of customer requests for the reporting period
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
231
# Customers (3)
customers.3
Measure
Direct
31, 60
Number
Active
No
Total number of customers
Page 149 of 201
232. # Customers at Start of Month
ID:
Prose Name:
XLS Name:
Category:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
232
Measure
Direct
8, 9
Number
Active
No
Total Number of customers for that SO at start of month in question
233. # Customers at Start of Month (2)
ID:
Prose Name:
XLS Name:
Category:
Comments:
used this factor
Includes:
Metric Type:
Units:
Status:
Unused:
Legacy Name:
233
# Customers at Start of Month (2)
customers.start_of_month.2
Measure
deprecated since exactly the same as the item before; no metrics
New customers who signed up during the month in question
Direct
Number
Deprecated
Yes
Total Number of customers for that SO at start of month in question
234. # Data Records
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
234
# Data Records
data_records
Measure
Direct
23, 25
Number
Active
No
Page 150 of 201
Legacy Name:
Total number of data records
235. # Fulfillment Issues
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
235
fulfillment_issues
Measure
Direct
52
Number
Active
Yes
Total number of Defect and Rework incidents
236. # Orders with Errors
ID:
236
Prose Name:
XLS Name:
orders.with_errors
Category:
Measure
Includes:
Total number of fulfillment orders (either created or revised) with
errors
Excludes:
Metric Type:
Direct
Dependent Metrics:
54
Units:
Number
Status:
Active
Unused:
Yes
Legacy Name:
Total number of fulfilment orders with errors
237. # Orders with Pending Error Fixes
GB935, Version 7.1
ID:
237
Prose Name:
XLS Name:
Category:
Measure
Includes:
Total number of fulfilment orders (either created or revised) with
errors, whose errors were not corrected in the period (outstanding)
Excludes:
Page 151 of 201
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
Direct
54
Number
Active
Yes
Total number of fulfilment orders with pending error fixes
238. # Customer Calls Inbound
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
238
Measure
All inbound call center contacts
Outbound call center contacts and non-call center contacts
Direct
33
Number
Active
No
Total number of inbound phone contacts
239. # Customer Incidents Closed
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
239
Measure
Direct
59
Number
Active
No
Total number of incidents closed during period
240. # Installations Committed
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
240
Measure
Page 152 of 201
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
All installation commitments in period

Direct
38
Number
Active
No
Total number of installation commitments
241. # Customers Misaligned
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
241
Measure
Customers who are not in sync between billing, CRM, HLR and IN
Direct
26
Number
Active
Yes
Total number of misaligned customers
242. # Data Records Misaligned
ID:
Prose Name:
XLS Name:
Category:
Includes:
which are misaligned
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
242
Measure
Collective volume of data in terms of records from multiple systems,
Aligned data records
Direct
25
Number
Active
Yes
Total number of misaligned data records
243. # NOC FTEs Assigned to Problem Resolution
GB935, Version 7.1
Page 153 of 201
ID:
243
Prose Name:
XLS Name:
Category:
Measure
Comments:
FTEs = Full Time Equivalent personnel
Includes:
For this metric; an FTE is the equivalent of 40 hours of problem
resolution time per week.
Excludes:
ALL non-problem resolution time expended by NOC personnel.
Metric Type:
Direct
Dependent Metrics:
74
Units:
Number
Status:
Active
Unused:
Yes
Legacy Name:
Total number of NOC FTEs (Full Time Equivalent personnel)
assigned to problem resolution tasks
244. # Pricing Changes
ID:
Prose Name:
XLS Name:
Category:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
244
# Pricing Changes
pricing_changes
Measure
Direct
103
Number
Active
No
Total number of pricing or tariff changes
245. # Problem Reports
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
245
# Problem Reports
problem_reports
Measure
Direct
71
Number
Active
No
Total number of problem reports in the period
Page 154 of 201
246. # Problem Reports (2)
ID:
246
Prose Name:
XLS Name:
problem_reports.2
Category:
Measure
Excludes:
Problems that initiate in a prior reporting period but achieve resolution
in this reporting period.
Metric Type:
Direct
Dependent Metrics:
58
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of problems occurring during the reporting period
247. # Problem Reports (3)
ID:
247
Prose Name:
XLS Name:
problem_reports.3
Category:
Measure
Includes:
All technical and usability problems reported for this service offering
during the measurement period.
Metric Type:
Direct
Dependent Metrics:
61
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of problems reported during the measurement period
248. # Cases of Recovered Revenue
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
248
Measure
All recovered revenue cases in the period
Direct
20
Number
Active
Yes
Page 155 of 201
Legacy Name:
Total number of recovered revenue cases
249. # Activations
ID:
Prose Name:
XLS Name:
Category:
Includes:
period
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
249
# Activations
activations
Measure
Total number of service activations or deliveries accepted during
Direct
40
Number
Active
No
Total number of service activations or deliveries
250. # Activations (2)
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
250
# Activations (2)
activations.2
Measure
Service activations that completed in this reporting period
Service activations that fail to complete this reporting period
Direct
39
Number
Active
No
Total number of service deliveries or activations in the reporting period
251. # SLAs
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
251
# SLAs
slas
Measure
Direct
63
Number
Page 156 of 201
Status:
Unused:
Legacy Name:
Active
No
Total number of SLAs
252. # Orders
ID:
252
Prose Name:
# Orders
XLS Name:
orders
Category:
Measure
Includes:
Metric Type:
Direct
Dependent Metrics:
51, 53
Units:
Number
Status:
Active
Unused:
No
Legacy Name:
Total number of SO orders
ID:
Prose Name:
XLS Name:
Category:
Includes:
as a single customer.
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
253
# Customers (4)
customers.4
Measure
Whole customer base. A customer with multiple accounts is counted
Internal or special customers, as required
Direct
26
Number
Active
Yes
Total number of SP customers
254. # Settlement Reports
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
254
settlement_reports
Measure
Page 157 of 201
Includes:
question
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
All SP Settlement Reports irrespective of status during the period in

Direct
14
Number
Active
Yes
Total Number of SP Settlement Reports
255. # Customer Transactions
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
255
Measure
Direct
79
Number
Active
Yes
Total number of transactions
256. # XDRs
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
256
# XDRs
xdrs
Measure
Total number of xDRs during the period
Direct
21
Number
Active
No
Total number of xDRs
257. # XDRs (2)
GB935, Version 7.1
ID:
Prose Name:
257
# XDRs (2)
Page 158 of 201
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
xdrs.2
Measure
Total billable usage in billing cycle in question
Direct
98
Number
Active
No
Total number of xDRs produced in the capture period
258. $ Cost of Channel
ID:
258
Prose Name:
$ Cost of Channel
XLS Name:
cost.channel
Category:
Measure
Includes:
(Building, Power, IT,...) + Additional Costs (Advertising, ) + Channel discounts
Metric Type:
Direct
Dependent Metrics:
47
Units:
Currency
Status:
Active
Unused:
Yes
Legacy Name:
Total SO channel cost
259. $ Revenue (2)
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
259
$ Revenue (2)
revenue.2
Measure
interest income, Handset revenue (mobile SO)
Direct
5
Currency
Active
Yes
Total SO operating revenue across all categories
260. $ Revenue Collected

GB935, Version 7.1
Page 159 of 201
ID:
Prose Name:
XLS Name:
Category:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
260
$ Revenue Collected
revenue.collected
Measure
Direct
99
Currency
Active
Yes
Total SO Revenue collected
261. $ Revenue (4)
ID:
261
Prose Name:
$ Revenue (4)
XLS Name:
revenue.4
Category:
Measure
Includes:
Services revenue
Excludes:
Metric Type:
Direct
Dependent Metrics:
18
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Total SP Operating Revenues
262. # Hours for All Repair and Maintenance
GB935, Version 7.1
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
262
Measure
Time for repair and maintenance (technician + dispatch)
Direct
72
Hour
Active
Yes
Total time reported for repair and maintenance
Page 160 of 201
263. # Minutes for All Contracted Service Uptime (2)
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
263
Measure
All contracted time
Portion of time (if any) that service is not guaranteed
Direct
62
Minute
Active
No
Total time services are contracted to be live
264. $ Revenue Unbilled and Underbilled
ID:
264
Prose Name:
XLS Name:
Category:
Measure
Includes:
Metric Type:
Direct
Dependent Metrics:
10, 11
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Unbilled and underbilled revenue
265. $ Cost of Fulfillment (3)
GB935, Version 7.1
ID:
265
Prose Name:
XLS Name:
cost.fulfillment.3
Category:
Measure
Comments:
Meta Process Blocks 2-5
Includes:
Excludes:
Page 161 of 201
Metric Type:
Direct
Dependent Metrics:
43
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Unit Cost of fulfillment process from Order to Activation (Meta Process
Blocks 2-5) for the period
266. # Data Records Validated
ID:
Prose Name:
XLS Name:
Category:
Includes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
266
Measure
Number of records that have been validated from all the systems
Direct
23
Number
Active
No
Validated data
267. $ Revenue Leakage Discovered and Recoverable
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
period
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
267
Measure
Leakege that is recoverable
Not a leakage or not recoverable or already recovered in previous
Direct
19
Currency
Active
Yes
Value of leakage that is discovered and recoverable
268. $ Revenue Leakage Discovered and Recoverable (2)
GB935, Version 7.1
ID:
268
Page 162 of 201
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:

Measure
Leakage that is recoverable
Not a leakage or not recoverable or already recovered
Direct
18
Currency
Active
No
Value that is discovered and recoverable
269. # Settlement Reports Verified and Accepted
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
Legacy Name:
269
Measure
SP Settlement Reports on which no dispute is outstanding
Any reports under dispute or not accepted
Direct
14
Number
Active
Yes
Verified and Accepted 3rd Party Settlement Reports
270. $ Cost Leakage Detected and Recovered
GB935, Version 7.1
ID:
270
Prose Name:
XLS Name:
Category:
Measure
Includes:
Cost Leakage that is recovered. Costs included are OpEx costs
costs
Excludes:
and purchasing costs in general. Costs which are not a leakage or not recovered. Costs
which are not OpEx.
Metric Type:
Direct
Dependent Metrics:
105
Units:
Currency
Page 163 of 201
Status:
Unused:
Legacy Name:
Active
No
Detected and Recovered cost value
271. $ Cost Leakage Detected and Not Recovered
ID:
271
Prose Name:
XLS Name:
Category:
Measure
Includes:
Cost Leakage that is not recovered. Costs included are OpEx costs
costs.
Excludes:
and purchasing costs in general. Costs which are not a leakage. Costs which are not OpEx.
Metric Type:
Direct
Dependent Metrics:
106
Units:
Currency
Status:
Active
Unused:
No
Legacy Name:
Detected and NOT Recovered cost value
272. # Minutes for All Actual Service Uptime
ID:
Prose Name:
XLS Name:
Category:
Includes:
Excludes:
Metric Type:
Prose Formula:
XLS Formula:
Dependent Metrics:
Units:
Status:
Unused:
272
Measure
all contracted time
customer caused faults or customer requested outages
Formula
(Total time services are contracted to be live - Total outage time)
aggr.time.service.contracted_to_be_live - aggr.time.service.live
62
Minute
Active
No
273. # Minutes for All Contracted Service Uptime
GB935, Version 7.1
ID:
273
Page 164 of 201
Prose Name:
XLS Name:
Category:
Includes:
time
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
# Minutes for All Contracted Service Uptime

minutes.all.service_uptime.contracted
Measure
"Total time services are contracted to be live" Includes all contracted
Direct
272
Minute
Active
No
274. # Minutes for All Service Outages
ID:
Prose Name:
XLS Name:
Category:
Excludes:
requested outages
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
274
# Minutes for All Service Outages
minutes.all.service.outages
Measure
"Total outage time" excludes customer caused faults or customer
Direct
272
Minute
Active
No
275. Revenue System Uptime
ID:
275
Prose Name:
XLS Name:
Category:
Measure
Metric Type:
Formula
Prose Formula:
(Revenue System Size* days in month)-(MTTR*number of trouble
tickets closed in month)
XLS Formula:
special.revenue_system_size - special.mttr *
Dependent Metrics:
73
Units:
Day
Status:
Active
Unused:
No
276. Revenue System Size

GB935, Version 7.1
Page 165 of 201
ID:
276
Prose Name:
Revenue System Size
XLS Name:
special.revenue_system_size
Category:
Measure
Comments:
Revenue System Size is the total of revenue generating network units
such as live ports on DSLAMs (or equivalent), operating in a given period of time. Example:
Revenue System Size = 15,606 ports * 30 days = 468,180.00 days
Metric Type:
Direct
Dependent Metrics:
275
Units:
Number
Status:
Active
Unused:
No
277. Mean Time to Repair (MTTR)
ID:
Prose Name:
XLS Name:
Category:
Description:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
277
Mean Time to Repair (MTTR)
special.mttr
Measure
average time required to repair a failed component or device
Direct
275
Day
Active
No
278. # Problem Reports Closed (2)
ID:
Prose Name:
XLS Name:
Category:
Comments:
the same name
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
278
Measure
This was accidentally created as a duplicate of the other metric with
Direct
275
Number
Delete
No
279. One
GB935, Version 7.1
Page 166 of 201
ID:
Prose Name:
XLS Name:
Category:
Description:
Comments:
Metric Type:
Dependent Metrics:
Units:
Status:
Unused:
279
One
special.one
Measure
Denominator of 1
For use in a ratio where the denominator must be 1
Constant
11, 17, 19, 90, 97, 101, 104, 107, 108
Number
Active
No
280. Net Promoter Score, Relational (NPS-R) (2)
ID:
280
Prose Name:
XLS Name:
Category:
Measure
Includes:
definition for relational (brand based) measure
Excludes:
Metric Type:
Formula
Prose Formula:
% of promoters (9-10 in likely to recommend scale) - % or detractors
(0-6 in likely to recommend scale)
XLS Formula:
pct.customers.promoters.relational pct.customers.detractors.relational
Dependent Metrics:
107
Units:
Percent
Status:
Active
Unused:
Yes
281. % Customers Who Are Promoters (Relational)
GB935, Version 7.1
ID:
281
Prose Name:
% Customers Who Are Promoters (Relational)
XLS Name:
pct.customers.promoters.relational
Category:
Measure
Comments:
A promoter is defined as 9-10 in likely to recommend scale
Includes:
% of promoters according to standard NPS definition for relational
(brand based) measure
Excludes:
Metric Type:
Direct
Dependent Metrics:
280
Page 167 of 201
Units:
Status:
Unused:
Percent
Active
Yes
282. % Customers Who Are Detractors (Relational)
ID:
282
Prose Name:
% Customers Who Are Detractors (Relational)
XLS Name:
pct.customers.detractors.relational
Category:
Measure
Comments:
A detractor is defined as 0-6 in likely to recommend scale
Includes:
% of detractors according to standard NPS definition for relational
(brand based) measure
Excludes:
Metric Type:
Direct
Dependent Metrics:
280
Units:
Percent
Status:
Active
Unused:
Yes
283. Net Promoter Score, Transactional (NPS-T) (2)
ID:
283
Prose Name:
XLS Name:
Category:
Measure
Includes:
definition for transactional measure
Excludes:
Metric Type:
Formula
Prose Formula:
% of promoters (9-10 in likely to recommend scale) - % or detractors
(0-6 in likely to recommend scale)
XLS Formula:
pct.customers.promoters.transactional pct.customers.detractors.transactional
Dependent Metrics:
108
Units:
Percent
Status:
Active
Unused:
Yes
284. % Customers Who Are Promoters (Transactional)

GB935, Version 7.1
Page 168 of 201
ID:
284
Prose Name:
% Customers Who Are Promoters (Transactional)
XLS Name:
pct.customers.promoters.transactional
Category:
Measure
Comments:
A promoter is defined as 9-10 in likely to recommend scale
Includes:
% of promoters according to standard NPS definition for transactional
measure
Excludes:
Metric Type:
Direct
Dependent Metrics:
283
Units:
Percent
Status:
Active
Unused:
Yes
285. % Customers Who Are Detractors (Transactional)
GB935, Version 7.1
ID:
285
Prose Name:
% Customers Who Are Detractors (Transactional)
XLS Name:
pct.customers.detractors.transactional
Category:
Measure
Comments:
A detractor is defined as 0-6 in likely to recommend scale
Includes:
% of detractors according to standard NPS definition for transactional
measure
Excludes:
Metric Type:
Direct
Dependent Metrics:
283
Units:
Percent
Status:
Active
Unused:
Yes
Page 169 of 201
3. Alternate Metric Listings

The following lists are sorted by other attributes, to allow easy searches for metrics. By then using the
ID, you can look up the metric details in the preceding section.
3.1. Business Metrics, Sorted by Metric ID (Simple List)

ID
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
GB935, Version 7.1
Code
G-RM-1
G-RM-1b
G-RM-2
G-RM-3
G-RM-4
G-RM-4b
G-RM-4c
G-RM-5a
G-RM-5b
G-RM-RARLb
G-RM-RARLc
G-RM-RARLe
G-RM-RARLg
G-RM-RARLh
G-RM-RA-RLj
G-RM-RAPEa
G-RM-RAPEb
G-RM-RAPEc
G-RM-RAPEd
G-RM-RAPEe
G-RM-RA-PEf
G-RM-RAPEg
G-RM-RADQa
G-RM-RADQb
G-RM-RADQc
G-RM-RADQd
CM-CE-1
CM-CE-2a
CM-CE-2b
CM-CE-2c
Name
Profitability
% Opex, of Capex
% Opex, of Revenue
% Customers Lost
% Revenue Unbilled
$ Revenue Unbilled
% XDRs for Billing
% Revenue Recovered
$ Revenue Recovered
Average Hold Time
Average Handle Time
Page 170 of 201

31
32
33
34
35
36
37
38
CM-CE-3a
CM-CE-3b
CM-CE-5
CM-OE-1a
CM-OE-1b
CM-OE-1f
F-CE-2a
F-CE-2b
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
F-CE-2c
F-CE-3
F-CE-4
F-CE-4b
F-OE-1a
F-OE-1b
F-OE-1c
F-OE-1d
F-OE-1e
F-OE-1f
F-OE-2a
F-OE-2b
F-OE-3a
F-OE-3b
F-OE-3c
F-OE-3d
F-OE-6
A-CE-2a
A-CE-2b
A-CE-2c
A-CE-4a
A-CE-4b
A-CE-4c
A-CE-5
A-CE-6a
A-CE-6b
A-OE-1a
A-OE-1b
A-OE-1c
A-OE-1f
A-OE-2a
A-OE-2b
A-OE-3a
A-OE-3b
A-OE-3c
A-OE-6a
B-CE-1a
B-CE-1b
B-CE-1c
B-CE-1d
B-CE-2a
B-CE-2b
B-CE-4a
B-CE-4c
B-CE-4d
GB935, Version 7.1

Committed Dates
# Customer Contacts About Usability of Installed Service per Activation
% Bills Inaccurate
% Bills Adjusted
Page 171 of 201

84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
10
0
10
1
10
2
10
3
10
4
10
5
10
6
10
7
10
8
10
9
11
0
11
1
11
2
11
3
11
4
11
5
11
6
11
7
11
8
11
9
12
0
GB935, Version 7.1
B-CE-4e
B-CE-4f
B-OE-1a
B-OE-1b
B-OE-1c
B-OE-1f
B-OE-2a
B-OE-2b
B-OE-2c
B-OE-2d
B-OE-2e
B-OE-2f
B-OE-3a
B-OE-3b
B-OE-3c
B-OE-3d
B-OE-3e

B-OE-3f
B-OE-3g
O-OE-2a
G-RM-RARLk
G-RM-CAPEa
G-RM-CAPEb
CM-CE-6a
CM-CE-6b


Page 172 of 201

12
1
12
2
12
3
12
4
12
5
12
6
12
7
12
8
12
9
13
0
13
1
13
2
13
3
13
4
13
5
13
6
13
7
13
8
13
9
14
0
14
1
14
2
14
3
14
4
14
5
14
6
14
7
14
8
14
9
15
0
GB935, Version 7.1

# SLA Violations
# Users
$ Value of Bills
Page 173 of 201

15
1
15
2
15
3
15
4
15
5
15
6
15
7
15
8
15
9
16
0
16
1
16
2
16
3
16
4
16
5
16
6
16
7
16
8
16
9
17
0
17
1
17
2
17
3
17
4
17
5
17
6
17
7
17
8
17
9
18
0
GB935, Version 7.1
# Bills with Error

$ Cost of Sales
$ Cost of Billing
# XDRs for Billing
# Installations
# XDRs from Network
$ Capex
Page 174 of 201

18
1
18
2
18
3
18
4
18
5
18
6
18
7
18
8
18
9
19
0
19
1
19
2
19
3
19
4
19
5
19
6
19
7
19
8
19
9
20
0
20
1
20
2
20
3
20
4
20
5
20
6
20
7
20
8
20
9
21
0
GB935, Version 7.1
# Customers Lost
$ Operating Income
$ Revenue (6)
$ Revenue (3)
$ Opex
$ Revenue (5)
$ Revenue
# Hours for All Installations Committed, Between Customer Required and
Committed Dates
# Hours for All Pricing Changes, from Approval to Ready for Customer Sale
# Customers
$ Revenue Billed
$ Cost of Assurance
Page 175 of 201

21
1
21
2
21
3
21
4
21
5
21
6
21
7
21
8
21
9
22
0
22
1
22
2
22
3
22
4
22
5
22
6
22
7
22
8
22
9
23
0
23
1
23
2
23
3
23
4
23
5
23
6
23
7
23
8
23
9
24
0
GB935, Version 7.1
# Bills Issued
# Customers (2)
# Bills
# Bills Issued (3)
# Bills Issued (2)
# Bills Produced
# Customer Contacts
# Orders (2)
# Customer Payments
# Customer Requests
# Customers (3)
# Data Records
Page 176 of 201

24
1
24
2
24
3
24
4
24
5
24
6
24
7
24
8
24
9
25
0
25
1
25
2
25
3
25
4
25
5
25
6
25
7
25
8
25
9
26
0
26
1
26
2
26
3
26
4
26
5
26
6
26
7
26
8
26
9
27
0
GB935, Version 7.1
# Pricing Changes
# Problem Reports
# Activations
# Activations (2)
# SLAs
# Orders
# Customers (4)
# XDRs
# XDRs (2)
$ Cost of Channel
$ Revenue (2)
$ Revenue Collected
$ Revenue (4)
Page 177 of 201

27
1
27
2
27
3
27
4
27
5
27
6
27
7
27
8
27
9
28
0
28
1
28
2
28
3
28
4
28
5
GB935, Version 7.1

Revenue System Size
One
% Customers Who Are Detractors (Relational)
Page 178 of 201
3.2. Business Metrics, Sorted by Metric Code

Code
A-CE-2a
A-CE-2b
A-CE-2c
A-CE-4a
A-CE-4b
A-CE-4c
A-CE-5
A-CE-6a
A-CE-6b
A-OE-1a
A-OE-1b
A-OE-1c
A-OE-1f
A-OE-2a
A-OE-2b
A-OE-3a
A-OE-3b
A-OE-3c
A-OE-6a
B-CE-1a
B-CE-1b
B-CE-1c
B-CE-1d
B-CE-2a
B-CE-2b
B-CE-4a
B-CE-4c
B-CE-4d
B-CE-4e
B-CE-4f
B-OE-1a
B-OE-1b
B-OE-1c
B-OE-1f
B-OE-2a
B-OE-2b
B-OE-2c
B-OE-2d
B-OE-2e
B-OE-2f
B-OE-3a
B-OE-3b
B-OE-3c
B-OE-3d
B-OE-3e
B-OE-3f
GB935, Version 7.1
ID
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
10
0
10
1
Name
% Bills Inaccurate
% Bills Adjusted
Page 179 of 201

B-OE-3g
CM-CE-1
CM-CE-2a
CM-CE-2b
CM-CE-2c
CM-CE-3a
CM-CE-3b
CM-CE-5
CM-CE-6a
CM-CE-6b
CM-OE-1a
CM-OE-1b
CM-OE-1f
F-CE-2a
F-CE-2b
F-CE-2c
F-CE-3
F-CE-4
F-CE-4b
F-OE-1a
F-OE-1b
F-OE-1c
F-OE-1d
F-OE-1e
F-OE-1f
F-OE-2a
F-OE-2b
F-OE-3a
F-OE-3b
F-OE-3c
F-OE-3d
F-OE-6
G-RM-1
G-RM-1b
G-RM-2
G-RM-3
G-RM-4
G-RM-4b
G-RM-4c
G-RM-5a
G-RM-5b
G-RM-CAPEa
G-RM-CAPEb
G-RM-RADQa
G-RM-RADQb
G-RM-RADQc
GB935, Version 7.1
10
2
27
28
29
30
31
32
33
10
7
10
8
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
1
2
3
4
5
6
7
8
9
10
5
10
6
23

Average Hold Time
Average Handle Time
# Hours per Installation Committed, Between Customer Required and Committed
Dates
Profitability
% Opex, of Capex
% Opex, of Revenue
% Customers Lost
24
25
Page 180 of 201

G-RM-RADQd
G-RM-RAPEa
G-RM-RAPEb
G-RM-RAPEc
G-RM-RAPEd
G-RM-RAPEe
G-RM-RA-PEf
G-RM-RAPEg
G-RM-RARLb
G-RM-RARLc
G-RM-RARLe
G-RM-RARLg
G-RM-RARLh
G-RM-RA-RLj
G-RM-RARLk
O-OE-2a
GB935, Version 7.1
26
16
% Revenue Recovered
17
$ Revenue Recovered
18
19
20
21
22

10
% Revenue Unbilled
11
$ Revenue Unbilled
12
% XDRs for Billing
13
14
15
10
4
10
3
Page 181 of 201
3.3. Business Metrics, Sorted by Metric Name

Name
# Activations
Code
# Activations (2)
# Bills
# Bills Issued
# Bills Issued (2)
# Bills Issued (3)
# Bills Produced
# Bills with Error
# Customer Contacts
GB935, Version 7.1
B-CE-4e
ID
24
9
25
0
22
4
12
0
15
2
21
4
21
5
21
1
21
7
21
6
16
1
21
8
21
9
16
3
22
0
22
1
22
2
16
2
22
3
15
1
24
8
16
4
23
8
22
5
22
7
21
2
84
Page 182 of 201

F-CE-3

# Customer Payments
# Customer Requests
# Customers
# Customers (2)
# Customers (3)
# Customers (4)
# Customers Lost
# Data Records
GB935, Version 7.1
CM-CE-3a
16
7
17
0
40
16
6
16
9
23
9
11
9
22
8
11
0
10
9
22
9
23
0
14
7
17
2
17
1
31
19
8
25
5
19
9
21
3
23
1
25
3
18
1
23
2
23
3
17
3
18
2
24
1
17
4
23
4
24
2
Page 183 of 201

B-OE-3b

G-RM-RA-PEe
B-OE-2a

# Hours for All Installations Committed, Between Customer Required and
Committed Dates
# Hours for All Pricing Changes, from Approval to Ready for Customer Sale
Committed Dates
B-OE-2f
B-CE-2b
B-OE-2e
F-OE-3b
F-CE-2b

# Installations
A-OE-2b
GB935, Version 7.1
B-OE-2c
B-OE-2d
F-CE-2a
F-OE-2a
F-OE-2b
O-OE-2a
26
6
20
7
97
14
9
20
90
23
5
14
4
13
9
14
1
13
4
19
4
14
2
13
6
19
7
14
0
12
9
19
5
20
9
26
2
20
0
95
80
94
52
38
92
93
37
49
50
10
3
70
17
5
24
0
27
Page 184 of 201

#
#
#
#
#
Minutes per Customer Incident Resolution, by Customer Type

Minutes per Customer Incident Resolution, by Severity Type
Minutes per Customer Transaction
Minutes per Service Problem Resolution
Months for All Revenue Recovery Cases

# Orders
# Orders (2)
# Pricing Changes
# Problem Reports
GB935, Version 7.1
A-CE-2b
A-CE-2a
B-CE-2a
A-OE-2a
2
27
3
26
3
20
8
13
8
14
3
13
5
27
4
57
56
79
69
19
6
24
3
25
2
22
6
16
5
17
7
16
8
15
9
23
6
23
7
11
1
24
4
24
5
24
6
24
7
11
4
12
6
27
8
11
3
11
2
Page 185 of 201

A-OE-6a

# SLA Violations
# SLAs
A-CE-6a
B-OE-3f

# Users
# XDRs
# XDRs (2)
# XDRs for Billing
# XDRs from Network
$ Capex
$ Cost of Assurance
$ Cost of Billing
A-OE-1f

$ Cost of Channel
GB935, Version 7.1
B-OE-1f
11
5
11
6
74
11
7
11
8
13
7
12
2
12
1
25
4
26
9
12
3
63
25
1
10
1
12
5
12
4
25
6
25
7
12
7
16
0
17
6
12
8
17
9
18
0
27
1
27
0
20
3
68
15
5
15
7
89
25
Page 186 of 201

CM-OE-1f

$ Cost of Sales
F-OE-1f

$ Operating Income
$ Opex
$ Revenue
$ Revenue (2)
$ Revenue (3)
$ Revenue (4)
$ Revenue (5)
$ Revenue (6)
$ Revenue Billed
$ Revenue Collected
G-RM-RA-RLk

$ Revenue Recovered
G-RM-RA-PEd
G-RM-RA-PEb

$ Revenue Unbilled
GB935, Version 7.1
G-RM-RA-RLc
8
15
6
20
4
36
15
3
20
5
26
5
48
15
4
19
2
20
6
18
3
18
6
19
3
25
9
18
5
26
1
18
7
18
4
20
2
26
0
21
0
26
7
26
8
10
4
13
0
19
17
13
1
15
8
11
26
4
19
Page 187 of 201

$ Value of Bills
%
%
%
%
%
%
%
%
%
%
Activations Failed
Assurance Time for Repair
Bills Adjusted
Bills Adjusted Internally
Bills Delivered, by Delivery Type
Bills Inaccurate
Bills Issued Electronically
Bills Requiring Manual Intervention
Collectable Debt Written Off, of Revenue Collected
Cost Detected and Not Recovered, of Revenue
F-CE-4
A-OE-3b
B-CE-4d
B-CE-4f
B-CE-1a
B-CE-4c
B-CE-1c
B-OE-1b
B-OE-3d
G-RM-CA-PEb
%
%
%
%
%
%
%
%
%
%
%
%
%
%
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
Cost
A-OE-1b
A-OE-1a
B-OE-3a
B-OE-1a
B-OE-1c
CM-OE-1b
CM-OE-1a
F-OE-1a
F-OE-1c
F-OE-6
F-OE-1b
A-OE-1c
G-RM-RA-RLg
G-RM-CA-PEa
%
%
%
%
%
%
%
Customer Calls Abandoned

Customer Contacts Received, by Channel Type
Customer Incidents Reported More than Once
Customer Payments Received Electronically
Customer Payments, by Payment Type
Customer Requests Received, by Request Type
Customers Acquired
GB935, Version 7.1
of Assurance, of Opex
of Assurance, of Revenue
of Billing Errors, of Revenue Billed
of Billing, of Revenue Billed
of Collections, of Revenue Billed
of Customer Management, of Opex
of Customer Management, of Revenue
of Fulfillment, of New Revenue
of Fulfillment, of Opex
of Future Infrastructure Build, of Revenue
of Sales, of Revenue
of SLA Management, of Revenue
of Stranded and Unused Assets, of Revenue
Recovered, of Revenue
CM-CE-5
CM-CE-1
A-CE-4a
B-CE-1d
B-CE-1b
CM-CE-3b
G-RM-5a
1
13
2
18
8
18
9
19
0
13
3
14
8
14
5
14
6
20
1
17
8
15
0
41
72
83
85
75
82
77
87
99
10
6
66
65
96
86
88
35
34
43
45
55
44
67
13
10
5
33
27
59
78
76
32
8
Page 188 of 201

%
%
%
%
Customers
Customers
Customers
Customers
Lost
Misaligned
Reconciled
Who Are Detractors (Relational)
G-RM-5b
G-RM-RA-DQd
G-RM-RA-DQb

%
%
%
%
%
%
%
%
%
%
%
Customers with SLA

Data Records Misaligned
Data Records Validated
Opex, of Capex
Opex, of Revenue
Orders Delivered by Committed Date
Orders Failed With 28 Days
Orders Pending Error Fix
Orders Requiring Rework
Orders Requiring Rework, by Cause Type
Pre-paid Customers Erroneously Identified as Post-paid
A-CE-4b
G-RM-RA-DQc
G-RM-RA-DQa
G-RM-2
G-RM-3
F-CE-2c
F-CE-4b
F-OE-3d
F-OE-3c
F-OE-3a
B-OE-3g
%
%
%
%
%
%
%
%
%
%
%
%
%
%
%
%
%
Problem Reports from Customers

Problem Reports Resolved by Due Date
Problem Reports Resolved Within SLA Time Requirements
Problem Reports, by Cause Type
Revenue Overbilled
Revenue Recoverable
Revenue Recovered
Revenue Recovered and Recoverable
Revenue Unbilled
Revenue, by Bearer Service and Application Type
Revenue, by Channel Type
Revenue, by Data Services
Revenue, by Voice Services
Revenue, of Operating Cost, by Channel Type
Settlement Reports Accepted
Value of Billing Charges from Previous Cycle
Value of Bills Unpaid
A-CE-4c
A-CE-2c
A-CE-6b
A-OE-3a
G-RM-RA-RLj
G-RM-RA-PEc
G-RM-RA-PEa
G-RM-RA-PEg
G-RM-RA-RLb
G-RM-4
F-OE-1d
G-RM-4c
G-RM-4b
F-OE-1e
G-RM-RA-RLh
B-CE-4a
B-OE-3e

% XDRs for Billing
Average Handle Time
Average Hold Time
B-OE-3c
G-RM-RA-RLe
G-RM-RA-PEf
CM-CE-2b
CM-CE-2a
G-RM-1b
B-OE-2b
CM-CE-2c
A-OE-3c
CM-CE-6a
GB935, Version 7.1
9
26
24
28
2
28
5
28
1
28
4
60
25
23
3
4
39
42
54
53
51
10
2
61
58
64
71
15
18
16
22
10
5
46
7
6
47
14
81
10
0
98
12
21
29
28
2
91
30
73
27
7
10
7
28
Page 189 of 201

CM-CE-6b

One
Profitability
Revenue System Size
G-RM-1

GB935, Version 7.1
A-CE-5
0
10
8
28
3
27
9
1
27
6
27
5
62
Page 190 of 201
3.4. Business Metrics, Sorted by XLS Name

XLS Name
activations
activations.2
activations.failed
billing_suspense_files.recycled.per.month
bills
bills.issued
bills.issued.2
bills.issued.3
bills.produced
bills.produced.2
bills.produced.3
bills.with_error
capex
cost.assurance
cost.assurance.per.service_problem.resolved
cost.billing
GB935, Version 7.1
ID
24
9
25
0
22
4
12
0
15
2
10
1
12
5
21
5
21
1
21
7
21
6
16
1
21
8
21
9
16
3
22
0
22
1
22
2
16
2
22
3
15
1
17
9
24
8
18
0
20
3
68
15
5
Code
B-OE-3f
A-OE-1f
Page 191 of 201

cost.billing.per.bill
cost.billing_errors
cost.channel
cost.collections
cost.customer_management.per.customer_request
cost.fulfillment
cost.fulfillment.2
cost.fulfillment.3
cost.fulfillment.per.installation
cost.sales
cost.sla_management
customer_contacts
customer_contacts.2
customer_contacts.billing.per.bill
customer_contacts.usability_of_installed_service.per.activation
customer_payments
customer_payments.2
GB935, Version 7.1
89
15
7
25
8
15
6
20
4
36
15
3
20
5
26
5
48
17
8
27
1
27
0
15
4
19
2
20
6
16
4
23
8
22
5
22
7
21
2
84
16
6
16
9
16
7
17
0
40
23
9
11
9
22
8
11
0
10
9
B-OE-1f
CM-OE-1f
F-OE-1f
B-CE-4e
F-CE-3
Page 192 of 201

customer_requests
customer_requests.2
customer_requests.3
customer_requests.4
customer_requests.x.1000.per.customer
customers
customers.2
customers.3
customers.4
customers.acquired
customers.lost
customers.start_of_month.2
customers.with_sla
data_records
days.per.billing_error
days.per.revenue_recovery_case
days.to_prepare_bills
fulfillment_issues
GB935, Version 7.1
22
9
23
0
14
7
17
2
19
8
17
1
31
25
5
19
9
21
3
23
1
25
3
18
1
17
3
18
2
24
1
11
1
23
2
23
3
17
4
23
4
24
2
26
6
14
9
20
7
97
20
90
23
5
14
4
13
9
CM-CE-3a
B-OE-3b
G-RM-RAPEe
B-OE-2a
Page 193 of 201

hours.all.pricing_changes.from.approval.to.ready_for_customer_
sale
hours.all.repair
hours.per.bill.from.bill_cycle_close.to.bill_dispatch
hours.per.bill_processing_fault_resolution
hours.per.customer_payment.from.receipt.to.posted_in_billing
hours.per.fulfillment_issue
hours.per.installation.committed.between.crd.and.ccd
hours.per.order.from.activation.to.bill_dispatch
hours.per.order.from.bill_dispatch.to.cash_received
hours.per.order.from.ordering.to.acceptance
hours.per.order.from.ordering.to.activation
hours.per.order.from.ordering.to.activation.by.process.type
hours.per.pricing_change
hours.per.service_problem_resolution.by.process.type
installations
minutes.all.service.outages
minutes.all.service_uptime.contracted
minutes.per.customer_incident.resolution.by.customer.type
GB935, Version 7.1
14
1
13
4
19
4
14
2
13
6
14
0
12
9
19
7
19
5
20
9
26
2
20
0
80
95
94
52
38
92
93
37
49
50
10
3
70
17
5
24
0
20
8
13
8
14
3
13
5
27
4
27
2
27
3
26
3
57
B-CE-2b
B-OE-2f
B-OE-2e
F-OE-3b
F-CE-2b
B-OE-2c
B-OE-2d
F-CE-2a
F-OE-2a
F-OE-2b
O-OE-2a
A-OE-2b
A-CE-2b
Page 194 of 201

minutes.per.customer_incident.resolution.by.severity.type
minutes.per.customer_transaction.posted
minutes.per.service_problem.resolution
pct.cost.sales.of.revenue
pct.cost.sla_management.of.revenue
pct.cost.stranded_assets.of.revenue
56
79
69
19
6
24
3
18
3
18
6
25
2
22
6
16
5
17
7
16
8
15
9
23
6
23
7
41
72
83
85
75
82
77
87
99
66
65
86
96
88
35
34
10
6
45
43
10
5
44
67
13
pct.customer_calls.abandoned
pct.customer_contacts.by.channel.type
pct.customer_incidents.reported_more_than_once_by_customer
pct.customer_payments.by.payment.type
33
27
59
76
operating_income
opex
orders
orders.2
orders.accepted
orders.accepted.2
orders.with_errors
pct.activations.failed
pct.assurance_time.repair
pct.bills.adjusted
pct.bills.adjusted_internally
pct.bills.delivered.by.delivery.type
pct.bills.inaccurate
pct.bills.issued_electronically
pct.bills.requiring_manual_intervention
pct.collectable_debt_written_off.of.revenue.collected
pct.cost.assurance.of.opex
pct.cost.assurance.of.revenue
pct.cost.billing.of.revenue.billed
pct.cost.billing_errors.of.revenue.billed
pct.cost.collections.of.revenue.billed
pct.cost.customer_management.of.opex
pct.cost.customer_management.of.revenue
pct.cost.detected_and_not_recovered.of.revenue
pct.cost.fulfillment.of.opex
pct.cost.fulfillment.per.revenue.new
pct.cost.recovered.of.revenue
GB935, Version 7.1
A-CE-2a
B-CE-2a
A-OE-2a
F-CE-4
A-OE-3b
B-CE-4d
B-CE-4f
B-CE-1a
B-CE-4c
B-CE-1c
B-OE-1b
B-OE-3d
A-OE-1b
A-OE-1a
B-OE-1a
B-OE-3a
B-OE-1c
CM-OE-1b
CM-OE-1a
G-RM-CAPEb
F-OE-1c
F-OE-1a
G-RM-CAPEa
F-OE-1b
A-OE-1c
G-RM-RARLg
CM-CE-5
CM-CE-1
A-CE-4a
B-CE-1b
Page 195 of 201

pct.customer_payments.received_electronically
pct.customer_requests.by.request.type
pct.customers.acquired
pct.customers.detractors.relational
pct.customers.detractors.transactional
pct.customers.lost
pct.customers.misaligned
pct.customers.prepaid.identified_as_postpaid
78
32
8
28
2
28
5
9
26
pct.customers.reconciled
10
2
28
1
28
4
24
pct.customers.with_sla
pct.data_records.misaligned
60
25
pct.data_records.validated
23
pct.future_infrastructure_build.of.revenue
pct.opex.of.capex
pct.opex.of.revenue
pct.orders.delivered_by_committed_date
pct.orders.failed.28days
pct.orders.pending_error_fix
pct.orders.requiring_rework
pct.orders.requiring_rework.by.cause.type
pct.problem_reports.by.cause.type
pct.problem_reports.from_customers
pct.problem_reports.resolved.sla_time
pct.problem_reports.resolved_by_due_date
pct.revenue.by.channel.type
pct.revenue.by.data_services
pct.revenue.by.service_or_app.type
pct.revenue.by.voice_services
pct.revenue.of.operating_cost.by.channel.type
pct.revenue.overbilled
pct.revenue.recoverable
55
3
4
39
42
54
53
51
71
61
64
58
46
7
5
6
47
15
18
pct.revenue.recovered
16
pct.revenue.recovered_and_recoverable
22
pct.revenue.unbilled
10
pct.settlement_reports.accepted
14
pct.sla_violations.per.sla
pct.value.billing_charges.from_previous_cycle
pct.value.bills.unpaid
63
81
10
0
12
pct.customers.promoters.relational
pct.customers.promoters.transactional
pct.xdrs.billing
GB935, Version 7.1
B-CE-1d
CM-CE-3b
G-RM-5a
G-RM-5b
G-RM-RADQd
B-OE-3g
G-RM-RADQb
A-CE-4b
G-RM-RADQc
G-RM-RADQa
F-OE-6
G-RM-2
G-RM-3
F-CE-2c
F-CE-4b
F-OE-3d
F-OE-3c
F-OE-3a
A-OE-3a
A-CE-4c
A-CE-6b
A-CE-2c
F-OE-1d
G-RM-4c
G-RM-4
G-RM-4b
F-OE-1e
G-RM-RA-RLj
G-RM-RAPEc
G-RM-RAPEa
G-RM-RAPEg
G-RM-RARLb
G-RM-RARLh
A-CE-6a
B-CE-4a
B-OE-3e
G-RM-RARLe
Page 196 of 201

pct.xdrs.recovered_and_billed
pct.xdrs.suspense
pricing_changes
problem_reports
problem_reports.2
problem_reports.3
problem_reports.per.noc_fte
revenue
revenue.2
revenue.3
revenue.4
revenue.5
revenue.6
revenue.billed
revenue.collected
GB935, Version 7.1
21
98
24
4
24
5
24
6
24
7
11
4
12
6
27
8
11
3
11
2
11
5
11
6
74
11
8
11
7
21
4
19
3
25
9
18
5
26
1
18
7
18
4
20
2
13
2
18
8
18
9
19
1
19
0
26
0
26
7
G-RM-RA-PEf
B-OE-3c
A-OE-6a
Page 197 of 201

revenue.leakage.recoverable
26
8
19
revenue.leakage.recovered
17
13
1
15
8
21
0
10
4
13
0
11
revenue.new
revenue.overbilled
revenue.unbilled
settlement_reports
sla_violations
slas
special.arpu
special.average_handle_time
special.average_hold_time
special.dso
special.fcr
special.mtbf
special.mttr
special.nps_relational
special.nps_transactional
special.one
special.profitability
special.revenue_system_size
special.service_availability
users
GB935, Version 7.1
26
4
13
7
12
2
12
1
25
4
26
9
12
3
25
1
2
29
28
91
30
73
27
7
28
0
28
3
10
7
10
8
27
9
1
27
6
27
5
62
12
G-RM-RAPEd
G-RM-RAPEb
G-RM-RARLk
G-RM-RARLc
G-RM-1b
CM-CE-2b
CM-CE-2a
B-OE-2b
CM-CE-2c
A-OE-3c
CM-CE-6a
CM-CE-6b
G-RM-1
A-CE-5
Page 198 of 201

value.ar
value.invoices
value.sales.per.day
xdrs
xdrs.2
xdrs.billing
xdrs.network
xdrs.suspense
GB935, Version 7.1
4
13
3
20
1
14
8
14
5
14
6
15
0
25
6
25
7
16
0
17
6
12
8
12
7
Page 199 of 201
Appendix A: Administrative Information

A.1. Version History
This section records the changes between this and the previous document version as it is edited
by the team concerned.
Version
BM 1001
V1.0
BM 1001
1.5
Date
Nov. 1, 2011
Author
Business Metrics & Scaffold Team
Comments
Beta
Mar. 6, 2012
Business Metrics & Scaffold Team:

Alcatel-Lucent: Deepak Kanwar
Amdocs: Joseph Keirnan
CISCO: Tony Verspecht
eTezeract: Toni Graham
Hewlett-Packard: Bill Zimmer
OSI: Randy Custeau
TM Forum: Beryl Graham
Updated:
Metric Development &
Approval Processes
Deleted:
Modifying Detail extraction
GB935-A
V7.0
Mar 15, 2013
Robert Bratulic, IBM
V7.1
Nov 5, 2013
Alicja Kawecki
First version; listings

generated from metrics library
spreadsheet macros. Metrics
names have been
standardized (legacy name
captured as a field)
Updated cover (incl addition of
IPR Mode) and Notice to
reflect TM Forum Approved
status
A.2.Release History
This section records the changes between this and the previous document version as it is edited
by the team concerned. Note: this is an incremental number which does not have to match the
release number.
Version
GB935-A
R13.0
GB935, Version 7.1
Date
Mar 15, 2013
Author
IBM: Robert Bratulic
Comments
First version; listings
generated from metrics library
spreadsheet macros. Metrics
names have been
standardized (legacy name
captured as a field)
Page 200 of 201
A.3. Document Family and Related Documents

Document Name
Revision/Date
TM Forum GB935: Concepts & Principles
V7.0 / Apr 2013
TM Forum GB935-A: Addendum A: Business Metric Specifications
V7.0 / Apr 2013
TM Forum GB935-B: Addendum B: Business Metric Development Guide
V7.0 / Apr 2013
TM Forum Business Metrics Poster
V7.0 / Apr 2013
GB935, Version 7.1
Page 201 of 201

GB935-A Business Metric Specifications-V7 1

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GB935-A Business Metric Specifications-V7 1

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Business Metrics

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

Direct inquiries to the TM Forum office:

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

1.1. Document Overview......................................................................................................11

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

43. % Cost of Fulfillment, of New Revenue............................................................................46

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

94. # Hours per Customer Payment, from Receipt to Posted in Billing....................................88

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

145. $ Value of Bills............................................................................................................ 113

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

246. # Problem Reports (2).................................................................................................150

3.1. Business Metrics, Sorted by Metric ID (Simple List).......................................................165

A.1. Version History............................................................................................................ 186

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

2. Description of Metrics, By Metric ID

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

2. Average Revenue per User (ARPU)

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

5. % Revenue, by Bearer Service and Application Type

GB935, Version 7.1

BMS Business Metrics Specifications

6. % Revenue, by Voice Services

GB935, Version 7.1

TM Forum 2013. All Rights Reserved.

BMS Business Metrics Specifications

7. % Revenue, by Data Services

GB935, Version 7.1

BMS Business Metrics Specifications

GB935, Version 7.1

BMS Business Metrics Specifications

Num XLS Name:

10. % Revenue Unbilled

GB935, Version 7.1

BMS Business Metrics Specifications

Den Prose Name:

11. $ Revenue Unbilled

GB935, Version 7.1

BMS Business Metrics Specifications

Amount of Revenue That Could Not Be Billed