Methodology:Comm.IndustryPerformanceMeas.OverviewThepurposeofthisservicelineistoassistcompaniesindevelopingtheperformancemeasuresandcontinuousprocessesnecessarytoachieve“QuantumPerformance.”ThismethodologyisanadaptationoftheoverallPerformanceMeasurementMethodology,specificallyfortheCommunicationsIndustry.ItisconsistentwiththeoverallPerformanceMeasurementMethodology,butdiffersintwokeyareas.First,itissomewhat“lowerlevel”inthatitfocusesmoreondevelopingthedetaileddatacollectionandcontinuousmonitoringprocessesassociatedwithImplementation,thandoestheoverallmethodology.Second,itomitsthe“Architecture”phaseoftheoverallmethodologywhichfocusesondesigningprocesses,organizationsandindividualjobs.Thisphasewasomittedsincewebelievethatmostcompaniesinthecommunicationsindustryalreadyhavethatinfrastructure,thoughtheymayneedtomakechangestoit.ThroughouttheCommunicationsIndustryQuantumPerformanceMeasurementmethodology,referencesaremadetotheoverallmethodologyiftheconsultantfindsthatinformationismissing.NeedfortheServiceLine:CompaniesintheCommunicationsIndustryhavebeensubjecttochaosduetorapidchangesinRegulationandLegislation,technologicaladvancements,customerdemandsandcompetition.Survivalinthisindustryisnolongerrootedinpredictablesurroundingsandthekeystosurvivalwillbetheabilitytobe:-Adaptiveandflexible-Responsiveanddynamicinplanningandmeasuringbusinessstrategies-ManageperformancethroughmasteringthecreationanduseofinformationPerformanceMeasurementenablesacompanytoassessthesuccessoftheirstrategiesinfourcriticaldimensions:Customer,Financial,InternalandInnovations.(ThesearesimilartotheCost,QualityandTimemeasuresdescribedintheoverallPerformanceMeasurementmethodology.)Italso“drillsdown”fromtheoverallorganizationtothebusinessprocessesandtothepeopleintheorganization.QuantumPerformanceInformationandtherelatedmeasurementinformationwillenablecommunicationscompaniestomonitorthehealthoftheirstrategiesandbecomeadaptive,flexibleanddynamicorganizationsthatusetheirstrengthtoincreaseproductivity,effectivenessandusefulness.OverviewPerformanceInformationandMeasurementisaprocessthathelpscompaniesgobeyondfinancialdatatounderstandwhatisreallygoingonwithintheorganization.Methodology:Comm.IndustryPerformanceMeas.1Itengineersgenuineandlastingchange--thekindpeoplehavetriedtoachievethroughtraditionalcostmanagement,totalqualitymanagement,andreengineeringprograms.ThePerformanceInformationandMeasurementprocessinvolvesobtainingregularfeedbackfromtheorganization’sstakeholders,settinggoalslinkedtostakeholderwants,settingperformancemeasureslinkedtothosegoals,feedingbackinformationtoappropriatepeople,takingcorrectiveactionwhenperformanceisofftarget,andresettinggoalsinresponsetocontinuouslychangingmarketconditionsandexpectations.Ultimately,havingagoodperformancemeasurementprocesshelpsexecutivesdevelopthecontexttodeterminewhentheircostmanagement,totalqualitymanagement,andre-engineeringissuccessful,andprovidesthemtheinformationtheyneedtocontinuouslymonitoroperationsandengineerchange.ThePerformanceMeasurementprocessexaminesanentirecompanyfromthreelevels--organization,processesandpeople--toidentifytheappropriateperformancemeasuresandtargetsthatindicatehowwellthecompany’sgoalsarebeingmet.Inaddition,PerformanceMeasurementhelpsevaluatehowwellacompany’sstrategyisdeployedandhelpsdetermineifprocessescanbeimprovedtoachievethecomp...
