Telco technical

& business courses

available worldwide

Business Key Performance Indicators

middle level managers
available worldwide
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Who Should Attend?

This course is designed for members of Customer Care, Controlling, and other departments, responsible for evaluating the calculating efficiency of business processes; middle level management looking for a deeper understanding of the various aspects of KPIs; and support team members monitoring the quality of service in any department.

Course Scope

  1. KPI definition & overview.
    • Role of KPI in organisation.
    • Simple KPI.
    • One vs. two-sided KPIs.
    • Multi-component KPIs.
    • Aggregated KPIs.
    • KPI frequencies.
  2. Standard KPIs and their variations.
    • Customer care KPIs (service level).
    • IT Department KPIs (e.g. system availability).
    • Technical Department KPIs (Network failure rate).
    • Financial KPI (bad debt, DSO).
    • Marketing KPI (e.g. churn, market penetration).
    • Sales KPI (e.g. Sales Acquisition Cost).
  3. KPI managed organisation.
    • KPI delegation on lower organisational levels.
    • Processes oriented for KPI measurement.
    • System requirements for KPI management.
    • Relation between KPI and bonuses.
    • SLA (Service Level Agreement) between units.
  4. Reporting of KPI.
    • Data availability and data collection.
    • Communication aspects with operational units.
    • Repert generation.
    • Approximate vs. exact KPIs.
    • Change request processing and management.
    • Single vs. multiple data sources.
    • Reporting unit position in organization.
    • Single employ KPI reporting.
    • Daily, weekly and monthly KPI.
    • KPI dashboard.
  5. Setting the KPI =  Proper definition of KPI.
    • Collection of historical data.
    • Process modelling and setting.
    • Common keys identification.
    • Handling exceptions.
  6. Benchmarks.
    • Setting up proper expected values.
    • Desired values vs. available values of KPI.
    • Comparison with other companies.
    • Market knowledge about expected values of KPI.
    • Telco-groups KPI.
  7. Other aspects.
    • Combined and aggregated KPI – positive and negative aspects.
    • KPI reporting vs. system flexibility.
    • Avoiding internal fraud.
    • Improper usage of KPIs.

Course Objectives

To introduce the philosophy and practise of management based on Key Performance Indicators. We describe common Telco KPI, and discuss practical aspects of its setting, monitoring and modifications. Case studies of proper KPI implementation are presented.



No specific prerequisites are required, but experience in one of the following areas would be helpful:

  • Practise in reporting.
  • Design and implementation of processes.
  • Budgeting, controlling, etc.

Training Structure

Three-day training divided into logical sessions.



Instructor-led training.

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

Many different people from different operators can share their problems and ideas.

Mr. Omar El-Fiky, Vodafone Egypt

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

I can proudly recommend these courses for others as well.

Mr. Tarvo Jammer, Elisa Estonia

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

I am very impressed with the trainer's knowledge and experience.

Mr. Mouin Al Saghir, Vivacell

Seminar entirely for Telecommunication operators. A lot of issues covered.

Ms. Pinelopi Tragoudara, Vodafone GR

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Amazing, more than excellent, audience-oriented trainer.

Mr. Evgeniy Dmitriev, Astelit Ukraine

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

A clear picture of GSM switching and signalling.

Ms. Anette Chale, mCel Mozambique

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

Trainer adapted to the expectations of the audience.

Mr. Antoine Blanchet, Monaco Telecom

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

I feel like the trainer is the best professor and mentor one can have.

Ms. Ledia Meici, AMC Albania

Excellent methodology of teaching. Simple and easy to understand training.

Mr. Arben Shabani, PTK Kosovo

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Highly professional trainer with lots of practical experience. Friendly and open.

Ms. Olga Rudnicka, Tele2 Latvia

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

Very clear explanations.

Ms. Tatyana Krasyuk, Life Ukraine

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

Good class notes and great examples.

Mr. Ghaffar Masood, Mobilink Pakistan

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

I received a lot of useful information which I use in my work every day.

Ms. Viktoriya Gusarova, Beeline RU

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

Good direct connection between course material and real problems.