Start date: 2014
Finish Date: 2014
Location: Tehran, Iran
Client: Iran Communication Regulatory Authority (CRA)
Project Explanation
Deliverables of this project paved the way for CRA regulation on fixed and mobile Operator’s performance by specifying Key Performance Indicators (KPIs) and Key Quality Indicators (KQIs) and also defining related guidelines. This project was divided into 3 phases as below:
Phase 1:
Identifying and applying the best demonstrated practices in superior regulatory in the world.
Review of Iranian operator’s licenses.
Specifying the proper KPIs and KQIs and set a limited range for these parameter values.
Phase 2:
Defining the best approach to adequate supervision on fix and mobile operator’s performance
Providing a comprehensive questionnaire to evaluate customer satisfaction with operator’s services
Providing required template for SLAs/SQAs and defining effective punishment procedures for law – breaker operators
Defining a comprehensive evaluation method for comparison between operator performance and the way of selecting the best one
Phase 3:
Determination of measurement instruction and method along with tools, equipment and facilities in order to measure KPIs/KQIs
Develop specification for measurement tools based on latest technologies.
Providing a well–designed dash-board for management reports on operator’s performance.
Customer Value Proposition (CVP)
Proper Key Performance Indicators(KPIs) and Key Quality Indicators (KQIs) for monitoring the performance of the operators
Instructions for measuring KPIs
Regulation and punishment procedures for law-breaker operators
New methods for identifying the best operators
SLAs/SQAs template
Scope of Works:
Providing required deliverables of project based on benchmarking of leading countries, standards , professional knowledge and practical experience
Tailoring the best international practices to meet local requirement in Iran.
Defining KPIs , KQIs , SLAs ,SQAs and punishment procedures