Metrics for comparative analysis of operations competency

Improving network and service operations quality and efficiency to significantly reduce cost has become a business imperative for telecommunications service providers worldwide. However, one needs objective metrics by which to measure operations quality and efficiency and to facilitate comparison of them among service providers. This paper describes Total Operations Competency (TOC) metrics, a set of metrics designed to cover a comprehensive view of network and services operations. Although each metric is useful on its own, multiple metrics can also be used in combination to construct quantitative indicators for high-level business objectives. This paper also illustrates example applications of the metrics in business modeling and optimization.