The study was conducted by acquiring the process maturity data and performance figures for telecom companies across four segments covering regulated, low penetration, medium penetration and highly competitive, mature markets. The maturity measurement model was developed to assess the maturity levels of overall processes and three key process areas covering Customer-facing, Network Operations and Product Lifecycle Management Processes. The maturity level of the organization was also measured to establish if adequate support systems were in place to sustain and improve existing processes.
A positive correlation was identified between Overall Process Maturity and the key profitability ratios ROE, ROA and ROI. This correlation was further investigated and strengthened by qualitative information of high and low performance companies.
Table of Contents
- List of Figures
- Executive Summary
- 1. Introduction – Reason for This study
- 1.1 Study Objectives
- 1.2 Study Scope
- 1.3 Hypothesis
2. Process Maturity Measurement Model
- 2.1 Process and Enterprise Maturity Model (PEMM
- 2.2 Maturity Scoring Model
3. Company Selection and Methodology
- 3.1 Segmentation of Companies
- 3.2 Methodology
4. Key Findings about Organizational Maturity
- 4.1 Findings across the Regulated Segment
- 4.2 Findings across Companies in the Deregulated and Low Economy Segment
- 4.3 Findings across Companies in the Deregulated and Medium Economy Segment
- 4.4 Findings across Companies in the Deregulated and High Economy Segment
- 4.5 Findings for Process Maturity across Segments
- 4.6 Findings for Enterprise Maturity across Segments
5. Key Findings about Organizational Maturity and Performance
- 5.1 Methodology regarding performance findings
- 5.2 Process Maturity, ROE, ROA and ROI
- 5.2.1 The Higher the Overall Process Maturity, the Greater the ROE, ROA and ROI
- 5.2.2 The Higher the Customer Centric Processes Maturity, the Greater the ROE, ROA and ROI
- 5.2.3 The Higher the Network Processes Maturity, the Greater the ROE, ROA and ROI
- 5.2.4 The Higher the PLM Processes Maturity, the Greater the ROA and ROI
- 5.2.5 The Higher the Enterprise Maturity, the Greater the ROE, ROA and ROI
- 5.2.6 The Higher the Enterprise Culture Maturity, the Greater the ROE, ROA and ROI
- 5.2.7 The Higher the Enterprise Process Expertise, the Greater the ROE, ROA and ROI
- 5.2.8 The Higher the Enterprise Governance, the Greater the ROE, ROA and ROI
Bibliography
Glossary
Footnotes
Abbreviations
The Authors
The Company