Typical Service Provisioning KPIs
Purpose
The purpose of these KPIs is to assist Typical Service Provisioning staff and management optimise throughput thereby helping reduce costs, and maximise profit.
They provide pointers at Typical Service Provisioning performance in the business, both as individuals and contributory components of teams and departments.
KPIs use either a single parameter or a combination of parameters, often generated automatically by 'counters' whereby the output is a comprehensive performance indicator in itself.
These counters can be built into the Typical Service Provisioning tools, the Typical Service Provisioning management systems or programmed individually to suit local requirements.
Scope
The scope of these Key Performance Indicators is limited to activities, as defined by the organisation, to lie inder the relevant business area.
However the data used by and/or collected by the counters and measurement tools could originate from anywhere within - or without - the business.
Each individual KPI is reviewed to assess it's "
fitness for purpose" on a periodic basis as defined by the KPI owner.
This is a temporary message - once each individual 'scope" document is written, it will be replaced within the coding that produced this KPI document.
Definitions
Each KPI is described by the following items:
- KPI ID Number: contains the full name of the KPI.
- Target Value: contains the max or min threshold
- Frequency: describes the type of measurement i.e. daily, weekly, or monthly.
- Description: this item provides short explanation of the KPI.
- Formula: this item contains the formula composed by the counters for the KPI.
- Counters: this item contains counters used for calculation and described how they are triggered.
- Object Class: this item shows from which element the measurement statistical data are taken.
- Tools: this item shows which tool is used to calculate the KPI.
- Trigger: the event that starts the KPI measurement.
- Terminator: the event that stops the KPI measurement.
- Tollerance: the amount of leeway in the KPI.
- Unit Range: this items shows the unit range value of the KPI.
- Review Period: this defines the aging process of the KPI. It helps management ensure it's use is relevant.
- Owner: this item reflects who has the authority to adjust the KPI paramaters and to whom any queries should be addressed concerning the measurements.
- Remark: this item is sometimes added to write notes and additional information.
- Process: the process or processes (or work instruction/procedure) to which this KPI is applicable.
A measurement type can have several sub-counters; therefore the used sub-counters are listed in brackets with following meanings as examples:
- [3]: sub-counter 3 has to be taken.
- [1,2,4]: sub-counters 1, 2 and 4 have to be added.
- [1 - 4, 7 - 10]: sub-counters 1, 2, 3, 4, 7, 8, 9 and 10 have to be added.
- [all]: all sub-counters have to be added.
Not all Definitions apply to every KPI. Where an element has no value in the database, it is not displayed.
Note that when the average of a series of inputs is calculated, this is taken to be the arithmetic MEDIAN.
Measurables
Details
| KPI TSP1 |
English speaking single point of contact |
| Target Value |
24 hours a day, 365/6 days a year |
| Description |
English speaking single point of contact |
| Object Class |
Call Handling |
| Trigger |
Contract Starts |
| Terminator |
Contract Stops |
| Tollerance |
1 |
| Process |
|
|
| KPI TSP2 |
Average Speed to Answer |
| Target Value |
10 seconds |
| Description |
Average time (usually in seconds) it takes for a call to be answered by the service desk. |
| Object Class |
Call Handling |
| Unit Range |
Seconds |
| Trigger |
Call Arrives |
| Terminator |
Call Answered |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP3 |
Support engineer contacts the customer's NOC |
| Target Value |
45 minutes |
| Description |
Support engineer contacts the customers NOC |
| Object Class |
Call Handling |
| Unit Range |
Minutes |
| Trigger |
Call Received |
| Terminator |
Engineer makes contact |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP4 |
ETA Provided |
| Target Value |
45 minutes |
| Description |
ETA Provided |
| Object Class |
Call Handling |
| Unit Range |
Minutes |
| Trigger |
Support engineer contacts the customers NOC |
| Terminator |
Support engineer provides ETA |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP5 |
Abandonment Rate |
| Target Value |
0 |
| Description |
Percentage of calls abandoned while waiting to be answered |
| Object Class |
Call Handling |
| Unit Range |
% |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP6 |
First Call Resolution |
| Target Value |
15 minutes |
| Description |
Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case. |
| Object Class |
Call Handling |
| Unit Range |
% |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP7 |
Scheduled Preventive Maintenance |
| Target Value |
45 minutes |
| Description |
Scheduled Preventive Maintenance |
| Object Class |
Site Attendance |
| Unit Range |
Minutes |
| Trigger |
Scheduled Time |
| Terminator |
Preventive Maintenance Completed |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP8 |
Fault Resolution |
| Target Value |
45 minutes |
| Description |
Fault Resolution |
| Object Class |
Site Attendance |
| Unit Range |
Minutes |
| Trigger |
Engineer On Site |
| Terminator |
Fault Resolved |
| Tollerance |
0.8 |
| Process |
|
|
| KPI TSP9 |
Site Upgrade (Simple) |
| Target Value |
3 working days. |
| Description |
- TRX upgrade |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Notification or parts available |
| Terminator |
Upgrade Complete |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP10 |
Site Upgrade (Simple) |
| Target Value |
4 working days. |
| Description |
- single hop transmission link |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Notification or parts available |
| Terminator |
Upgrade Complete |
| Process |
|
|
| KPI TSP11 |
Site Upgrade (Simple) |
| Target Value |
5 working days. |
| Description |
- simple feature activation, requiring only single site database config changes |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Notification or parts available |
| Terminator |
Upgrade Complete |
| Process |
|
|
| KPI TSP12 |
Site Upgrade (Simple) |
| Target Value |
6 working days. |
| Description |
Site Upgrade (Simple) |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Notification or parts available |
| Terminator |
Upgrade Complete |
| Process |
|
|
| KPI TSP13 |
Site Upgrade (Simple) |
| Target Value |
7 working days. |
| Description |
Site Upgrade (Simple) |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Notification or parts available |
| Terminator |
Upgrade Complete |
| Process |
|
|
| KPI TSP14 |
Site Upgrade (Complex) |
| Target Value |
5th of each month. |
| Description |
Site Upgrade (Complex) |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Payments System Requires Update |
| Terminator |
Payments System Updated |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP15 |
Site Upgrade (Complex) |
| Target Value |
1 working day (urgent case) |
| Description |
Site Upgrade (Complex) |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Receipt of written notice from government/landlord |
| Terminator |
Inform the relevant parties regarding site termination |
| Process |
|
|
| KPI TSP16 |
Site Upgrade (Complex) |
| Target Value |
3 working days (normal case) |
| Description |
Site Upgrade (Complex) |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Receipt of written notice from government/landlord |
| Terminator |
Inform the relevant parties regarding site termination |
| Process |
|
|
| KPI TSP17 |
Roll Out |
| Target Value |
45 days |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Days |
| Trigger |
Requirement Identified |
| Terminator |
Site Acquired |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP18 |
Roll Out |
| Target Value |
3 weeks for roof top mono poles 6-12 meters |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Weeks |
| Trigger |
Site Acquired |
| Terminator |
CME Construction Complete |
| Process |
|
|
| KPI TSP19 |
Roll Out |
| Target Value |
3 weeks for roof top mini tower up to 30 meters |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Weeks |
| Trigger |
Site Acquired |
| Terminator |
CME Construction Complete |
| Process |
|
|
| KPI TSP20 |
Roll Out |
| Target Value |
8 weeks for green field SST up to 45 meters |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Weeks |
| Trigger |
Site Acquired |
| Terminator |
CME Construction Complete |
| Process |
|
|
| KPI TSP21 |
Roll Out |
| Target Value |
9 weeks for green field SST up to 60 meters |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Weeks |
| Trigger |
Site Acquired |
| Terminator |
CME Construction Complete |
| Process |
|
|
| KPI TSP22 |
Roll Out |
| Target Value |
2 weeks |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Weeks |
| Trigger |
CME Construction Complete |
| Terminator |
Equipment Installed & Commissioned |
| Process |
|
|
| KPI TSP23 |
Roll Out |
| Target Value |
1 week |
| Description |
Roll Out |
| Object Class |
Site Build |
| Unit Range |
Weeks |
| Trigger |
Equipment Installed & Commissioned |
| Terminator |
Integrated & Acceptable Network Performance |
| Process |
|
|
| KPI TSP24 |
Design |
| Description |
Design |
| Object Class |
Site Build |
| Trigger |
Design Request |
| Terminator |
Design Accepted |
| Process |
|
|
| KPI TSP25 |
Design |
| Description |
Design |
| Object Class |
Site Build |
| Trigger |
Design Request |
| Terminator |
Design Accepted |
| Process |
|
|
| KPI TSP26 |
Design |
| Description |
Design |
| Object Class |
Site Build |
| Trigger |
Design Request |
| Terminator |
Design Accepted |
| Process |
|
|
| KPI TSP27 |
Design |
| Description |
Design |
| Object Class |
Site Build |
| Trigger |
Design Request |
| Terminator |
Design Accepted |
| Process |
|
|
| KPI TSP28 |
Design |
| Description |
Design |
| Object Class |
Health & Safety |
| Trigger |
Potential Hazardous Situation |
| Terminator |
Hazard Identified |
| Process |
|
|
| KPI TSP29 |
Design |
| Description |
Design |
| Object Class |
Health & Safety |
| Trigger |
Potential Hazardous Situation |
| Terminator |
Hazard Identified |
| Process |
|
|
| KPI TSP30 |
Design |
| Description |
Design |
| Object Class |
Health & Safety |
| Trigger |
Potential Hazardous Situation |
| Terminator |
Hazard Identified |
| Process |
|
|
| KPI TSP31 |
Design |
| Description |
Design |
| Object Class |
Health & Safety |
| Trigger |
Hazard Identified |
| Terminator |
Hazard Reported |
| Process |
|
|
| KPI TSP32 |
Design |
| Description |
Design |
| Object Class |
Health & Safety |
| Trigger |
Hazard Reported |
| Terminator |
Hazard Classified |
| Process |
|
|
| KPI TSP33 |
Design |
| Description |
Design |
| Object Class |
Health & Safety |
| Trigger |
Hazard Classified |
| Terminator |
Hazard Resolved |
| Process |
|
|
| KPI TSP34 |
1st level escalation |
| Description |
1st level escalation |
| Object Class |
Escalation |
| Process |
|
|
| KPI TSP35 |
2nd level escalation |
| Description |
2nd level escalation |
| Object Class |
Escalation |
| Process |
|
|
| KPI TSP36 |
3rd level escalation |
| Description |
3rd level escalation |
| Object Class |
Escalation |
| Process |
|
|
| KPI TSP37 |
4th level escalation |
| Description |
4th level escalation |
| Object Class |
Escalation |
| Process |
|
|
| KPI TSP38 |
Data Assembly |
| Target Value |
2 Days |
| Description |
Request for data can be manual or automatic. If automatic, it may be built into the source process. |
| Object Class |
Reporting |
| Trigger |
Request For Data |
| Terminator |
Data Received |
| Process |
|
|
| KPI TSP39 |
Report Generated |
| Target Value |
5 days |
| Description |
May be automated, semi-automated or manual. |
| Object Class |
Reporting |
| Trigger |
Data Received |
| Terminator |
Report ready for internal review & approval |
| Process |
|
|
| KPI TSP40 |
Report Published |
| Target Value |
1 day |
| Description |
May be automated, semi-automated or manual. |
| Object Class |
Reporting |
| Trigger |
Report approved |
| Terminator |
Report delivered |
| Process |
|
|
| KPI TSP41 |
Corporate IT network support |
| Target Value |
1 week |
| Description |
Corporate IT network support |
| Object Class |
Corporate Network Delivery |
| Trigger |
Request for transport capacity |
| Terminator |
Capacity Delivered |
| Tollerance |
> 95% |
| Process |
|
|
| KPI TSP42 |
Corporate IT network support |
| Target Value |
2 days |
| Description |
Corporate IT network support |
| Object Class |
Corporate Network Delivery |
| Trigger |
Problem with interface for integration of new platform or new services notified. |
| Terminator |
Problem Resolved |
| Process |
|
|
| KPI TSP43 |
Service Architecture platform support |
| Target Value |
1 week |
| Description |
Service Architecture platform support |
| Object Class |
Corporate Network Delivery |
| Trigger |
Request for Service Architecture transport capacity |
| Terminator |
Capacity Delivered |
| Process |
|
|
| KPI TSP44 |
Service Architecture platform support |
| Target Value |
2 days |
| Description |
Service Architecture platform support |
| Object Class |
Corporate Network Delivery |
| Trigger |
Problem with Service Architecture interface for integration of new platform or new services notified. |
| Process |
|
|
| KPI TSP45 |
Interconnect with OLO |
| Target Value |
1 week |
| Description |
Interconnect with OLO |
| Object Class |
Connectivity |
| Trigger |
Request for Service Architecture transport capacity |
| Terminator |
Capacity Delivered |
| Process |
|
|
| KPI TSP46 |
Interconnect with OLO |
| Target Value |
1 month |
| Description |
Interconnect with OLO |
| Object Class |
Connectivity |
| Trigger |
Ad hoc Request for engineering interconnection |
| Terminator |
interconnection link approval |
| Process |
|
|
| KPI TSP47 |
Interconnect with OLO |
| Description |
Interconnect with OLO |
| Object Class |
Connectivity |
| Trigger |
interconnection link approval |
| Terminator |
interconnection links provided |
| Tollerance |
100% |
| Process |
|
|
| KPI TSP48 |
Roaming |
| Target Value |
3 working days |
| Description |
Roaming |
| Object Class |
Connectivity |
| Trigger |
Ad hoc IR engineering and design support request |
| Terminator |
IR engineering and design support provided |
| Tollerance |
> 95% |
| Process |
|
|
| KPI TSP49 |
Roaming |
| Target Value |
1 week |
| Description |
Roaming |
| Object Class |
Connectivity |
| Trigger |
Request for IR signaling provision approved |
| Terminator |
IR signaling provided |
| Process |
|
|
| KPI TSP50 |
Roaming |
| Description |
Roaming |
| Object Class |
Connectivity |
| Trigger |
IR signaling provided |
| Terminator |
IR tested and troubleshooting instigated |
| Tollerance |
100% |
| Process |
|
|
| KPI TSP51 |
Terminal Testing |
| Description |
Terminal Testing |
| Object Class |
Connectivity |
| Trigger |
Ad hoc request for terminal verification |
| Terminator |
Perform terminal verification |
| Process |
|
|
| KPI TSP52 |
SIM card and services testing |
| Description |
SIM card and services testing |
| Object Class |
Connectivity |
| Trigger |
Request test new SIM card |
| Terminator |
perform SIM card testing |
| Process |
|
|
| KPI TSP53 |
SIM card and services testing |
| Description |
SIM card and services testing |
| Object Class |
Connectivity |
| Process |
|
|
| KPI TSP54 |
SIM card and services testing |
| Description |
SIM card and services testing |
| Object Class |
Connectivity |
| Trigger |
Request test & verify new service |
| Terminator |
perform new service testing and verification |
| Process |
|
|
| KPI TSP55 |
SIM card and services testing |
| Target Value |
1 month |
| Description |
SIM card and services testing |
| Object Class |
Connectivity |
| Trigger |
Request analysis of future coverage requirement |
| Terminator |
Interface with client for analysis of future coverage requirement |
| Process |
|
|
| KPI TSP56 |
Coverage improvement |
| Description |
Coverage improvement |
| Object Class |
Network and Services Development |
| Trigger |
Request analysis of future coverage requirement |
| Terminator |
Interface with client for analysis of future coverage requirement |
| Process |
|
|
| KPI TSP57 |
Capacity improvement |
| Target Value |
Monthly |
| Description |
Capacity improvement |
| Object Class |
Network and Services Development |
| Trigger |
Undertake Capacity analysis |
| Terminator |
propose future expansion on network elements, service platform, etc. |
| Process |
|
|
| KPI TSP58 |
Transmission improvement |
| Description |
Transmission improvement |
| Object Class |
Network and Services Development |
| Trigger |
Undertake Transmission network analysis |
| Terminator |
propose future expansion, re-tune, load sharing, etc. |
| Process |
|
|
| KPI TSP59 |
Architecture improvement |
| Target Value |
Quarterly |
| Description |
Architecture improvement |
| Object Class |
Network and Services Development |
| Trigger |
Undertake network architecture analysis |
| Terminator |
Propose network architecture improvement plan |
| Process |
|
|
| KPI TSP60 |
New Service definition and solution |
| Target Value |
1 month |
| Description |
New Service definition and solution |
| Object Class |
Network and Services Development |
| Trigger |
Request to define device requirement |
| Terminator |
propose solution |
| Process |
|
|
| KPI TSP61 |
Spectrum measurement and monitoring |
| Description |
Spectrum measurement and monitoring |
| Object Class |
Spectrum Clearance |
| Trigger |
Network Build approval |
| Terminator |
Perform spectrum measurement |
| Process |
|
|
| KPI TSP62 |
Spectrum measurement and monitoring |
| Target Value |
3 months |
| Description |
Spectrum measurement and monitoring |
| Object Class |
Spectrum Clearance |
| Trigger |
Interference Detected |
| Terminator |
negotiate and provide solution for clearing spectrum |
| Process |
|
|
| KPI TSP63 |
Spectrum measurement and monitoring |
| Target Value |
1 Week |
| Description |
Spectrum measurement and monitoring |
| Object Class |
Spectrum Clearance |
| Trigger |
Request for Ad Hoc Interference monitoring |
| Terminator |
Perform interference monitoring and root cause analysis |
| Process |
|
|
| KPI TSP64 |
Engineering and administration on the PS IP requirement |
| Description |
Engineer and maintain the PS IP network, including IP address planning, administration, application, and assignment. Monthly report of the status |
| Object Class |
Network IP/number admin |
| Process |
|
|
| KPI TSP65 |
Engineering and administration on the PS IP requirement |
| Description |
Administration of user number, Global title, Point Code, etc. Monthly report of the status and propose mitigation if problem is predicted. |
| Object Class |
Network IP/number admin |
| Process |
|
|
| KPI TSP66 |
For own system outdoor and indoor sites |
| Target Value |
10 working days |
| Description |
For own system outdoor and indoor sites |
| Object Class |
Implementation |
| Trigger |
Receive floor plan & RF proposal |
| Terminator |
Provide technical proposal |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP67 |
For IRS (Integrated Radio System - shared by multiple operators for in building coverage) or large scale projects |
| Target Value |
15 working days |
| Description |
For IRS (Integrated Radio System - shared by multiple operators for in building coverage) or large scale projects |
| Object Class |
Implementation |
| Trigger |
Receive floor plan & RF proposal |
| Terminator |
Provide technical proposal |
| Process |
|
|
| KPI TSP68 |
CME completion for private owner site |
| Target Value |
30 days |
| Description |
CME completion for private owner site |
| Object Class |
Implementation |
| Trigger |
Begin CME work on private site |
| Terminator |
Complete CME work on private site |
| Process |
|
|
| KPI TSP69 |
CME completion for private owner site |
| Target Value |
2 days |
| Description |
CME completion for private owner site |
| Object Class |
Implementation |
| Trigger |
Receive permit |
| Terminator |
Start CME |
| Process |
|
|
| KPI TSP70 |
CME completion for Govt. site |
| Target Value |
40 days |
| Description |
CME completion for Govt. site |
| Object Class |
Implementation |
| Trigger |
Begin CME work on Government site |
| Terminator |
Complete CME work on Government site |
| Process |
|
|
| KPI TSP71 |
CME completion for IRS projects |
| Target Value |
56 days |
| Description |
CME completion for IRS projects |
| Object Class |
Implementation |
| Trigger |
Begin CME work on IRS site |
| Terminator |
Complete CME work on IRS site |
| Process |
|
|
| KPI TSP72 |
Leased Line Application |
| Target Value |
3 weeks |
| Description |
Leased Line Application |
| Object Class |
Implementation |
| Trigger |
Notification of Leased Line requirement |
| Terminator |
Provide leased Line |
| Tollerance |
> 95% |
| Process |
|
|
| KPI TSP73 |
Permits |
| Target Value |
1 week |
| Description |
Permits |
| Object Class |
Implementation |
| Trigger |
Request Military/Aviation permit |
| Terminator |
Obtain Military/Aviation permit |
| Process |
|
|
| KPI TSP74 |
Candidate Identification for new/relocation site |
| Target Value |
24 hours (Urgent Case) |
| Description |
Candidate Identification for new/relocation site |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Receive specifications for new/relocated site |
| Terminator |
Identify candidate site |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP75 |
Candidate Identification for new/relocation site |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Candidate Identification for new/relocation site |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP76 |
Confirmation of site visit date |
| Target Value |
24 hours (Urgent Case) |
| Description |
Confirmation of site visit date |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Candidate site Identified |
| Terminator |
Confirm site visit date |
| Process |
|
|
| KPI TSP77 |
Confirmation of site visit date |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Confirmation of site visit date |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP78 |
Issue of RF proposal |
| Target Value |
24 hours (Urgent Case) |
| Description |
Issue of RF proposal |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
RF proposal required |
| Terminator |
Issue RF proposal |
| Process |
|
|
| KPI TSP79 |
Issue of RF proposal |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Issue of RF proposal |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP80 |
Issue of work order |
| Target Value |
24 hours (Urgent Case) |
| Description |
Issue of work order |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Site Visit Completed |
| Terminator |
Work Order Issued |
| Process |
|
|
| KPI TSP81 |
Issue of work order |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Issue of work order |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP82 |
Issue of Schedule CME |
| Target Value |
1 hour (Urgent Case) |
| Description |
Issue of Schedule CME |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Work Order Issued |
| Terminator |
CME Schedule Issued |
| Process |
|
|
| KPI TSP83 |
Issue of Schedule CME |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Issue of Schedule CME |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP84 |
Site ready for CME after candidate identified for RF planning |
| Target Value |
3 months (Urgent Case) |
| Description |
Site ready for CME after candidate identified for RF planning |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Candidate identified for RF planning |
| Terminator |
Site ready for CME |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP85 |
Site ready for CME after candidate identified for RF planning |
| Target Value |
4 months (Non-urgent Case) |
| Description |
Site ready for CME after candidate identified for RF planning |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP86 |
Site Termination Notice to client |
| Target Value |
3 working days |
| Description |
Site Termination Notice to client |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Cell Site Off Air |
| Terminator |
Site Termination Notice sent to client |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP87 |
Arrangement of searching of landlord information for eventual conducting joint site visit with Radio Engineering and Site Engineering |
| Target Value |
1 working day (Urgent Case) |
| Description |
Arrangement of searching of landlord information for eventual conducting joint site visit with Radio Engineering and Site Engineering |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Right candidate Confirmed |
| Terminator |
Undertake Landlord Information Searches |
| Process |
|
|
| KPI TSP88 |
Arrangement of searching of landlord information for eventual conducting joint site visit with Radio Engineering and Site Engineering |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Arrangement of searching of landlord information for eventual conducting joint site visit with Radio Engineering and Site Engineering |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP89 |
Submission of technical proposal to landlord |
| Target Value |
1 working day(Urgent Case) |
| Description |
Submission of technical proposal to landlord |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Receive technical proposal from Site Engineering |
| Terminator |
Submit technical proposal to landlord |
| Process |
|
|
| KPI TSP90 |
Submission of technical proposal to landlord |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Submission of technical proposal to landlord |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP91 |
To send out the Agreement/ Offer to Landlord |
| Target Value |
1 working day (Urgent Case) |
| Description |
To send out the Agreement/ Offer to Landlord |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Trigger |
Receive client's comments |
| Terminator |
Send Agreement/ Offer to Landlord |
| Process |
|
|
| KPI TSP92 |
To send out the Agreement/ Offer to Landlord |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
To send out the Agreement/ Offer to Landlord |
| Object Class |
Site Acquisition / Relocation /Reconfiguration/ Termination |
| Process |
|
|
| KPI TSP93 |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Target Value |
1 working day (Urgent Case) |
| Description |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive Target Site List |
| Terminator |
Arrange Site visit for Radio & Site Engineering |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP94 |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Description |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Object Class |
In-building Solution – Lead by Customer |
| Process |
|
|
| KPI TSP95 |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Description |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Object Class |
In-building Solution – Lead by Customer |
| Process |
|
|
| KPI TSP96 |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
Arrangement of joint site visit for Radio Engineering & Site Engineering |
| Object Class |
In-building Solution – Lead by Customer |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP97 |
Submit technical proposal to landlord |
| Target Value |
1 working day |
| Description |
Submit technical proposal to landlord |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive technical proposal from Site Engineering (Urgent Case) |
| Terminator |
Submit technical proposal to landlord |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP98 |
Submit technical proposal to landlord |
| Target Value |
3 working days |
| Description |
Submit technical proposal to landlord |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive technical proposal from Site Engineering |
| Terminator |
Submit technical proposal to landlord |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP99 |
Preparation of consolidated cost and benefit analysis to client |
| Target Value |
1 working day |
| Description |
Preparation of consolidated cost and benefit analysis to client |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive Project Cost from Site Engineering, Commercial Terms from Landlord and comments from Radio Engineering (Urgent Case) |
| Terminator |
Prepare & send consolidated cost and benefit analysis to client |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP100 |
Preparation of consolidated cost and benefit analysis to client |
| Target Value |
1 week |
| Description |
Preparation of consolidated cost and benefit analysis to client |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive Project Cost from Site Engineering, Commercial Terms from Landlord and comments from Radio Engineering (Non-urgent Case) |
| Terminator |
Prepare & send consolidated cost and benefit analysis to client |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP101 |
Provision of proposal and commercial offer / agreement to Sub-operators |
| Target Value |
1 working day |
| Description |
Provision of proposal and commercial offer / agreement to Sub-operators |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive project cost mark-up consensus & comments from client, technical proposal from Site Engineering (Urgent Case) |
| Terminator |
Provide proposal and commercial offer / agreement to Sub-operators |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP102 |
Provision of proposal and commercial offer / agreement to Sub-operators |
| Target Value |
3 working days |
| Description |
Provision of proposal and commercial offer / agreement to Sub-operators |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive project cost mark-up consensus & comments from client, technical proposal from Site Engineering (Non-urgent Case) |
| Terminator |
Provide proposal and commercial offer / agreement to Sub-operators |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP103 |
Requisition for first payment to Landlord and billing advice for deposit & first payment from Sub-operator |
| Target Value |
1 working day |
| Description |
Requisition for first payment to Landlord and billing advice for deposit & first payment from Sub-operator |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Agreement Signed (Urgent Case) |
| Terminator |
Issue First payment requisition for Landlord and billing advice for deposit & first payment from Sub-operator |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP104 |
Requisition for first payment to Landlord and billing advice for deposit & first payment from Sub-operator |
| Target Value |
3 working days |
| Description |
Requisition for first payment to Landlord and billing advice for deposit & first payment from Sub-operator |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Agreement Signed (Non-urgent Case) |
| Terminator |
Issue First payment requisition for Landlord and billing advice for deposit & first payment from Sub-operator |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP105 |
Preparation of consolidated cost and benefit analysis to client |
| Target Value |
1 working day |
| Description |
Preparation of consolidated cost and benefit analysis to client |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive Proposal from Lead Operator and comments from Radio Engineering & Site Engineering |
| Terminator |
Prepare & send consolidated cost and benefit analysis to client |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP106 |
Preparation of consolidated cost and benefit analysis to client |
| Target Value |
1 week |
| Description |
Preparation of consolidated cost and benefit analysis to client |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive Proposal from Lead Operator and comments from Radio Engineering & Site Engineering (Non-urgent Case) |
| Terminator |
Prepare & send consolidated cost and benefit analysis to client |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP107 |
Feedback the desired terms of client to the Lead Operator |
| Target Value |
1 working day |
| Description |
Feedback the desired terms of client to the Lead Operator |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive directions from client (Urgent Case) |
| Terminator |
Feedback client terms of to the Lead Operator |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP108 |
Feedback the desired terms of client to the Lead Operator |
| Target Value |
3 working days |
| Description |
Feedback the desired terms of client to the Lead Operator |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive directions from client (Non-urgent Case) |
| Terminator |
Feedback client terms of to the Lead Operator |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP109 |
Arrangement of signing of agreement and payment |
| Target Value |
1 working day |
| Description |
Arrangement of signing of agreement and payment |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive agreed License Agreement from Lead Operator (Urgent Case) |
| Terminator |
Arrange signing of agreement and payment |
| Tollerance |
90% |
| Process |
|
|
| KPI TSP110 |
Arrangement of signing of agreement and payment |
| Target Value |
3 working days |
| Description |
Arrangement of signing of agreement and payment |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive agreed License Agreement from Lead Operator (Non-urgent Case) |
| Terminator |
Arrange signing of agreement and payment |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP111 |
Arrangement of cut-in |
| Target Value |
1 working day |
| Description |
Arrangement of cut-in |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive schedule from Site Engineering (Urgent Case) |
| Terminator |
Arrange cut-in |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP112 |
Arrangement of cut-in |
| Target Value |
3 working days |
| Description |
Arrangement of cut-in |
| Object Class |
In-building Solution – Lead by Customer |
| Trigger |
Receive schedule from Site Engineering (Non-urgent Case) |
| Terminator |
Arrange cut-in |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP113 |
End-user Complaints per Thousand Subscribers |
| Target Value |
< 0.35 |
| Description |
End-user Complaints per Thousand Subscribers |
| Object Class |
Service Quality |
| Process |
|
|
| KPI TSP114 |
End-user Complaints per Thousand Subscribers |
| Target Value |
7x24 operation |
| Description |
End-user Complaints per Thousand Subscribers |
| Object Class |
Technical Service Center Operations |
| Trigger |
Service Availability |
| Tollerance |
100% |
| Process |
|
|
| KPI TSP115 |
End-user Complaints per Thousand Subscribers |
| Target Value |
> 99.999% |
| Description |
End-user Complaints per Thousand Subscribers |
| Object Class |
Technical Service Center Operations |
| Trigger |
Critical Facilities availability |
| Process |
|
|
| KPI TSP116 |
End-user Complaints per Thousand Subscribers |
| Target Value |
> 99% |
| Description |
End-user Complaints per Thousand Subscribers |
| Object Class |
Technical Service Center Operations |
| Trigger |
Major Facilities availability |
| Process |
|
|
| KPI TSP117 |
Network Benchmark |
| Target Value |
1st working day COB |
| Description |
Network Benchmark |
| Object Class |
Technical Service Center Operations |
| Trigger |
Monthly report ready |
| Terminator |
Monthly report delivered |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP118 |
Network Benchmark |
| Target Value |
5 working days |
| Description |
Network Benchmark |
| Object Class |
Technical Service Center Operations |
| Trigger |
Ad-hoc report requested |
| Terminator |
Ad-hoc report delivered |
| Process |
|
|
| KPI TSP119 |
Performance Assurance |
| Target Value |
3 working days |
| Description |
Performance Assurance |
| Object Class |
Technical Service Center Operations |
| Trigger |
Site requires Frequency Retune |
| Terminator |
Frequency Retune completed |
| Process |
|
|
| KPI TSP120 |
Performance Assurance |
| Description |
Performance Assurance |
| Object Class |
Technical Service Center Operations |
| Trigger |
Site requires Capacity Expansion |
| Terminator |
Capacity Expansion completed |
| Process |
|
|
| KPI TSP121 |
Performance Assurance |
| Description |
Performance Assurance |
| Object Class |
Technical Service Center Operations |
| Trigger |
Site requires reconfiguration |
| Terminator |
Site reconfigured |
| Process |
|
|
| KPI TSP122 |
Performance Assurance |
| Description |
Performance Assurance |
| Object Class |
Technical Service Center Operations |
| Trigger |
Site requires Antenna refinement |
| Terminator |
Antenna refinement completed |
| Process |
|
|
| KPI TSP123 |
Transmission line provisioning |
| Target Value |
28 Days |
| Description |
Transmission line provisioning |
| Object Class |
Technical Service Center Operations |
| Trigger |
Transmission line required |
| Terminator |
Transmission line provided |
| Process |
|
|
| KPI TSP124 |
Alerting service for Call Processor Loading per Network Element |
| Target Value |
> 90% |
| Description |
Alerting service for Call Processor Loading per Network Element |
| Object Class |
Technical Service Center Operations |
| Trigger |
Monitor Network Element Call Processor Loading |
| Terminator |
Call Processor Loading reaches threshold |
| Process |
|
|
| KPI TSP125 |
VIP Complaint |
| Target Value |
30 minutes |
| Description |
VIP Complaint |
| Object Class |
Problem Handling |
| Trigger |
Complaint Received |
| Terminator |
Complaint Initial Response |
| Tollerance |
> 90% |
| Process |
|
|
| KPI TSP126 |
VIP Complaint |
| Target Value |
4 hours |
| Description |
VIP Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Identified |
| Process |
|
|
| KPI TSP127 |
VIP Complaint |
| Target Value |
1 working day |
| Description |
VIP Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Resolved |
| Process |
|
|
| KPI TSP128 |
Client Management Complaint |
| Target Value |
30 minutes |
| Description |
Client Management Complaint |
| Object Class |
Problem Handling |
| Terminator |
Complaint Initial Response |
| Process |
|
|
| KPI TSP129 |
Client Management Complaint |
| Target Value |
4 hours |
| Description |
Client Management Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Identified |
| Process |
|
|
| KPI TSP130 |
Client Management Complaint |
| Target Value |
1 working day |
| Description |
Client Management Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Resolved |
| Process |
|
|
| KPI TSP131 |
Corporate Account & High Yield Customer Complaint |
| Description |
Corporate Account & High Yield Customer Complaint |
| Object Class |
Problem Handling |
| Terminator |
Complaint Initial Response |
| Process |
|
|
| KPI TSP132 |
Corporate Account & High Yield Customer Complaint |
| Target Value |
3 working days |
| Description |
Corporate Account & High Yield Customer Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Identified |
| Process |
|
|
| KPI TSP133 |
Corporate Account & High Yield Customer Complaint |
| Target Value |
5 working days |
| Description |
Corporate Account & High Yield Customer Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Resolved |
| Process |
|
|
| KPI TSP134 |
Customer Complaint Management System Complaint |
| Target Value |
1 day |
| Description |
Customer Complaint Management System Complaint |
| Object Class |
Problem Handling |
| Terminator |
Complaint Initial Response |
| Process |
|
|
| KPI TSP135 |
Customer Complaint Management System Complaint |
| Target Value |
5 working days |
| Description |
Customer Complaint Management System Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Identified |
| Process |
|
|
| KPI TSP136 |
Customer Complaint Management System Complaint |
| Target Value |
10 working days |
| Description |
Customer Complaint Management System Complaint |
| Object Class |
Problem Handling |
| Terminator |
Problem Resolved |
| Process |
|
|
| KPI TSP137 |
Critical problem escalation to client |
| Target Value |
15 Min |
| Description |
Critical problem escalation to client |
| Object Class |
Problem Handling |
| Trigger |
Problem not Responded to |
| Terminator |
escalate to client manager |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP138 |
Critical problem escalation to client |
| Target Value |
1 Hour |
| Description |
Critical problem escalation to client |
| Object Class |
Problem Handling |
| Trigger |
Problem not Identified |
| Terminator |
escalate to department head |
| Process |
|
|
| KPI TSP139 |
Critical problem escalation to client |
| Target Value |
2 Hours |
| Description |
Critical problem escalation to client |
| Object Class |
Problem Handling |
| Trigger |
Problem not Resolved |
| Terminator |
escalate to Director |
| Process |
|
|
| KPI TSP140 |
Critical problem escalation to vendor(s) |
| Target Value |
no delay |
| Description |
Critical problem escalation to vendor(s) |
| Object Class |
Problem Handling |
| Trigger |
Problem not Identified |
| Terminator |
Contact front line engineering support |
| Process |
|
|
| KPI TSP141 |
Critical problem escalation to vendor(s) |
| Description |
Critical problem escalation to vendor(s) |
| Object Class |
Problem Handling |
| Trigger |
Problem not Resolved |
| Terminator |
Escalation to vendor senior management level |
| Process |
|
|
| KPI TSP142 |
Critical problem escalation to vendor(s) |
| Description |
Critical problem escalation to vendor(s) |
| Object Class |
Problem Handling |
| Terminator |
Escalation to vendor Director level |
| Process |
|
|
| KPI TSP143 |
Trouble ticket response |
| Target Value |
4 hours (Urgent Case) |
| Description |
Trouble ticket response |
| Object Class |
Problem Handling |
| Trigger |
Trouble Ticket Created |
| Terminator |
Send findings to clients Trouble shooting database |
| Process |
|
|
| KPI TSP144 |
Trouble ticket response |
| Target Value |
1 working day (Non-urgent Case) |
| Description |
Trouble ticket response |
| Object Class |
Problem Handling |
| Process |
|
|
| KPI TSP145 |
System Backup |
| Target Value |
COB |
| Description |
System Backup |
| Object Class |
Routine Task Handling |
| Trigger |
Start System Daily back-up |
| Terminator |
System Daily back-up complete |
| Tollerance |
100% |
| Process |
|
|
| KPI TSP146 |
System Backup |
| Target Value |
100% |
| Description |
System Backup |
| Object Class |
Routine Task Handling |
| Trigger |
Start Scheduled System Weekly back-up |
| Terminator |
Scheduled System Weekly back-up complete |
| Process |
|
|
| KPI TSP147 |
System Backup |
| Description |
System Backup |
| Object Class |
Routine Task Handling |
| Trigger |
Start Scheduled System Monthly back-up |
| Terminator |
Scheduled System Monthly back-up complete |
| Process |
|
|
| KPI TSP148 |
Call Test |
| Target Value |
15 minutes |
| Description |
Call Test |
| Object Class |
Routine Task Handling |
| Trigger |
Complete Hourly Test Calls |
| Terminator |
Report Findings |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP149 |
Call Test |
| Target Value |
2 hours |
| Description |
Call Test |
| Object Class |
Routine Task Handling |
| Trigger |
Complete Daily Test Calls |
| Process |
|
|
| KPI TSP150 |
Call Test |
| Description |
Call Test |
| Object Class |
Routine Task Handling |
| Trigger |
Complete Ad Hoc Test Calls |
| Process |
|
|
| KPI TSP151 |
Performance Monitoring |
| Target Value |
1 hour |
| Description |
Performance Monitoring |
| Object Class |
Routine Task Handling |
| Trigger |
Critical problem exists |
| Terminator |
Critical problem detected |
| Process |
|
|
| KPI TSP152 |
Performance Monitoring |
| Target Value |
4 hours |
| Description |
Performance Monitoring |
| Object Class |
Routine Task Handling |
| Trigger |
Major problem exists |
| Terminator |
Major problem detected |
| Process |
|
|
| KPI TSP153 |
Performance Monitoring |
| Target Value |
1 day |
| Description |
Performance Monitoring |
| Object Class |
Routine Task Handling |
| Trigger |
Minor problem exists |
| Terminator |
Minor problem detected |
| Process |
|
|
| KPI TSP154 |
Preparation |
| Target Value |
1 working day before scheduled date |
| Description |
Preparation |
| Object Class |
Database Handling |
| Trigger |
Commissioning/Integration Scheduled |
| Terminator |
Database preparation completed and ready |
| Tollerance |
100% |
| Process |
|
|
| KPI TSP155 |
Preparation |
| Description |
Preparation |
| Object Class |
Database Handling |
| Trigger |
Implementation Scheduled |
| Terminator |
Issue DBCR to O&M team |
| Process |
|
|
| KPI TSP156 |
Preparation |
| Description |
Preparation |
| Object Class |
Database Handling |
| Terminator |
Reference database Updated |
| Process |
|
|
| KPI TSP157 |
Implementation |
| Target Value |
1 working day |
| Description |
Implementation |
| Object Class |
Database Handling |
| Unit Range |
Days |
| Trigger |
Implementation Completed |
| Terminator |
Normal cell site Database Change implementation completed |
| Process |
|
|
| KPI TSP158 |
Implementation |
| Target Value |
5 working days |
| Description |
Implementation |
| Object Class |
Database Handling |
| Unit Range |
Days |
| Terminator |
Massive cell site Database Change implementation completed |
| Process |
|
|
| KPI TSP159 |
Database Maintenance |
| Target Value |
1 working day |
| Description |
Database Maintenance |
| Object Class |
Database Handling |
| Unit Range |
Days |
| Trigger |
Implementation Scheduled |
| Terminator |
Reference database Updated |
| Process |
|
|
| KPI TSP160 |
Database Maintenance |
| Target Value |
COB |
| Description |
Database Maintenance |
| Object Class |
Database Handling |
| Unit Range |
Days |
| Trigger |
Daily Back-up Due |
| Terminator |
Daily Back-up Completed |
| Process |
|
|
| KPI TSP161 |
Database Maintenance |
| Target Value |
1st working day COB |
| Description |
Database Maintenance |
| Object Class |
Database Handling |
| Unit Range |
Days |
| Trigger |
Weekly Back-up Due |
| Terminator |
Weekly Back-up Completed |
| Process |
|
|
| KPI TSP162 |
Database Maintenance |
| Target Value |
2nd working day COB |
| Description |
Database Maintenance |
| Object Class |
Database Handling |
| Unit Range |
Days |
| Trigger |
Monthly Back-up Due |
| Terminator |
Monthly Back-up Completed |
| Process |
|
|
| KPI TSP163 |
Radio Site Availability |
| Target Value |
> 99.98% |
| Description |
Radio Site Availability |
| Object Class |
Site maintenance and operation |
| Unit Range |
% |
| Trigger |
Site Availability |
| Process |
|
|
| KPI TSP164 |
Govt. Regulator Case |
| Target Value |
14 calendar days (critical site) |
| Description |
Govt. Regulator Case |
| Object Class |
Site maintenance and operation |
| Unit Range |
Days |
| Trigger |
Regulator requires work on site |
| Terminator |
Site Clearance |
| Tollerance |
>90% |
| Process |
|
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| KPI TSP165 |
Govt. Regulator Case |
| Target Value |
21 calendar days (non-critical site) |
| Description |
Govt. Regulator Case |
| Object Class |
Site maintenance and operation |
| Unit Range |
Days |
| Process |
|
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| KPI TSP166 |
BTS preparation |
| Target Value |
0.5 working days |
| Description |
BTS preparation |
| Object Class |
Site maintenance and operation |
| Unit Range |
Days |
| Trigger |
BTS Required |
| Terminator |
BTS Prepared and ready for delivery at warehouse |
| Process |
|
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| KPI TSP167 |
BTS preparation |
| Description |
BTS preparation |
| Object Class |
Site maintenance and operation |
| Trigger |
BTS delivered on site; XML Required |
| Terminator |
XML prepared and ready |
| Process |
|
|
| KPI TSP168 |
BTS preparation |
| Description |
BTS preparation |
| Object Class |
Site maintenance and operation |
| Trigger |
C&I starts |
| Terminator |
C&I completes |
| Process |
|
|
| KPI TSP169 |
BTS preparation |
| Description |
BTS preparation |
| Object Class |
Site maintenance and operation |
| Trigger |
Repeater Required |
| Terminator |
Repeater Prepared and ready for delivery at warehouse |
| Process |
|
|
| KPI TSP170 |
Repeaters preparation |
| Description |
Repeaters preparation |
| Object Class |
Site maintenance and operation |
| Trigger |
C&I starts |
| Terminator |
C&I completes |
| Process |
|
|
| KPI TSP171 |
BTS Reconfiguration and HW addition |
| Description |
BTS Reconfiguration and HW addition |
| Object Class |
Site maintenance and operation |
| Trigger |
Reconfiguration starts |
| Terminator |
Reconfiguration completes |
| Process |
|
|
| KPI TSP172 |
BTS Reconfiguration and HW addition |
| Description |
BTS Reconfiguration and HW addition |
| Object Class |
Site maintenance and operation |
| Trigger |
HW addition starts |
| Terminator |
HW addition completes |
| Process |
|
|
| KPI TSP173 |
To update payment system every month for cell site rental payment to Landlords |
| Target Value |
12th of each month |
| Description |
To update payment system every month for cell site rental payment to Landlords |
| Object Class |
Site Administration |
| Unit Range |
Months |
| Trigger |
Landlords Payment System requires update |
| Terminator |
Landlords Payment System updated |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP174 |
To update payment system monthly for government fees and payment to power company |
| Target Value |
5th of each month |
| Description |
To update payment system monthly for government fees and payment to power company |
| Object Class |
Site Administration |
| Unit Range |
Months |
| Trigger |
Government fees and Power Company Payment System requires update |
| Terminator |
Government fees and Power Company Payment System updated |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP175 |
To identify and issue rates appeal to power company |
| Target Value |
10 days (Normal Case) |
| Description |
To identify and issue rates appeal to power company |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive bill from Power company |
| Terminator |
Any discrepancy identified and rates appeal issued to power company |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP176 |
To inform the relevant parties regarding issues of the site termination |
| Target Value |
1 working day (Urgent Case) |
| Description |
To inform the relevant parties regarding issues of the site termination |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive Site Termination Notice |
| Terminator |
Inform relevant parties |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP177 |
To inform the relevant parties regarding issues of the site termination |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
To inform the relevant parties regarding issues of the site termination |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive Site Termination Notice |
| Terminator |
Inform relevant parties |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP178 |
To refer complaint case to the relevant parties |
| Target Value |
1 working day (Urgent Case) |
| Description |
To refer complaint case to the relevant parties |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive Complaint about Site |
| Terminator |
Complaint Referred to relevant parties |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP179 |
To refer complaint case to the relevant parties |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
To refer complaint case to the relevant parties |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive Complaint about Site |
| Terminator |
Complaint Referred to relevant parties |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP180 |
To arrange on site meeting on complaint case |
| Target Value |
1 working day (Urgent Case) |
| Description |
To arrange on site meeting on complaint case |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive request for on-site meeting from Landlord, Government, client, Radio Engineering or Site Engineering |
| Terminator |
On site meeting on complaint case arranged |
| Tollerance |
> 99% |
| Process |
|
|
| KPI TSP181 |
To arrange on site meeting on complaint case |
| Target Value |
3 working days (Non-urgent Case) |
| Description |
To arrange on site meeting on complaint case |
| Object Class |
Site Administration |
| Unit Range |
Days |
| Trigger |
Receive request for on-site meeting from Landlord, Government, client, Radio Engineering or Site Engineering |
| Terminator |
On site meeting on complaint case arranged |
| Tollerance |
> 99% |
| Process |
|
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