Is defining and optimizing for network KPIs a widely accepted best practice today?
It is being done for the most part, based on my discussions with service providers, mainly internally and less so in terms of pushing KPIs out to customers they are supporting. There are a few exceptions, such as for business data services, where metrics are needed to warranty the service. But it’s more about ensuring an overall service for the customer. Who is defining and working with the KPIs? Metrics mainly get viewed by operations, but the longer-term trend is to push that data into other parts of the organization, such as customer care, so they can have visibility into the overall experience of the customer and get ahead of potential problems. There’s also a push to deliver that data right out to the customer, push it out to a Web portal so an enterprise, for instance, can see when certain cell sites are down and anticipate any problems. If they have access to that information, they can push it out to their users and get fewer calls into the support center. What are the KPI metri
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