Performance measures for a telecommunications company

Abstract

Performance management is part of the strategic management process in the business enterprise. This paper describes the development of a complete set of high-level performance measures for a mobile telecommunications company in Mozambique. Eighteen performance metrics were identified which, together with an implementation plan and actual flow of information, will make up the proposed performance measurement system for the company. A process is outlined to ensure that a balanced set of indicators are selected, that conflicts don't exist and that the indicators are cost effective to implement.