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Oracle® Communications Data Model Adapters and Analytics User's Guide
Release 11.3.2

E37699-03
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A TMF KPI Business Metrics

Oracle Communications Data Model is aligned with the TM Forum's Business Metric Automation (BMA) initiative.

Table A-1 lists the TM Forum Metrics in Oracle Communications Data Model.

Percentage of Payment Transactions by Payment Method (B-CE-1B)

This KPI specifies metrics to determine the number of payment transactions per payment method.

The payment methods are:Payment methods = cash, credit card, debit card, check, direct debit, bank transfer, and so on.This metric is calculated for every customer segment.

Table A-2 Determine Preferred Access B-CE-1B Source Tables

Table Name Short Name Description

DWB_INVC

I

The invoice table documents each invoice issued to each account.

DWB_INVC_ITEM

II

Invoice item holds all components that appear on the invoice.

DWD_ACCT_PYMT_DAY

 

Account Payment Day information.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as corporate customers or individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Percentage of Electronic Bills Issued (B-CE-1C)

Percentage of Electronic Bills Issued

This KPI specifies metrics to determine the percentage of electronic bills issued.

Metric = Number of bills issued electronically / Total number of bills issued

Bills issued electronically excludes any bills that have an associated paper bill.

The metric is calculated per service type (for example. fixed, mobile) and by customer segment.

Table A-3 Percentage of Electronic Bills Issued B-CE-1C Source Tables

Table Name Short Name Description

DWB_INVC

I

The Invoices table documents each invoice issued to each account.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Mean Time to Prepare and Dispatch Bills (B-CE-4B)

Mean Time to Prepare and Dispatch Bills

The aggregate time should include time for bill processing and printing to be completed. The metrics includes the time to process delayed calls between the close date and the actual bill run initiation. For the TMF this metric be is calculated per media type (paper, email, and so on.), and by customer segment.

Aggregate time from cycle close date until bills ready for dispatch / Total number of bills

Table A-4 Mean Time to Prepare and Dispatch Bills (B-CE-4B) Source Tables

Table Name Short Name Description

DWB_INVC

I

The invoices table documents each invoice issued to each account.

DWB_INVC_ITEM

II

Invoice item holds all components that appear on the invoice.

DWD_PRCS_INVC_DAY

IPD

Provides all the information related to the invoices processed.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Percentage of Inaccurate Bills (B-CE-4C)

Percentage of Inaccurate Bills

To determine reliability and accuracy of invoices.The number of bills with errors includes all bills that were found to have an error, which includes errors found internally as well as errors reported by the customer.

Table A-5 Percentage of Inaccurate Bills (B-CE-4C) Source Tables

Table Name Short Name Description

DWB_INVC

I

The invoices table documents each invoice issued to each account.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.


Determine Percentage of Bills Adjusted (B-CE-4D)

Percentage of Adjusted Bills

This metric provides information on the percentage of billing adjustments issued in response to customer queries or complaints. The number of bills adjusted includes all bills requiring adjustments initiated by the customer. This is for all financial adjustments or credit notes. The number should not include customer initiated changes for items such as address changes or plan adjustments.

Table A-6 Determine Percentage of Bills Adjusted (B-CE-4D) Source Tables

Table Name Short Name Description

DWB_INVC

 

The Invoices table documents each invoice issued to each account.

DWB_INVC_ADJ

IA

This is to record all adjustment made on the invoices.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Percentage of Billing Related Queries (B-CE-4E)

This KPI specifies metrics to determine percentage of billing contacts.Number of customer initiated billing related contacts / Total number of bills issuedThis KPI includes all inbound contacts such as phone, email, and web that are related to billing and payment inquiries. The metric excludes customer initiated changes such as address changes or plan adjustments.

Table A-7 Percentage of Billing Contacts B-CE-4E Source Tables

Table Name Short Name Description

DWB_EVT_PRTY_INTRACN

 

The Party Interactions table records all interactions or communications with the customer.

DWB_INVC

 

The Invoices table documents each invoice issued to each account. An invoice represents the request for payment for goods and services during a specified period.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Time to Prepare Bills for Display and Dispatch (B-OE-2A)

This KPI specifies metrics total elapsed time from bill cycle close to bills ready for display or dispatch:Total elapsed time includes the time required for bill processing up until the bills are ready for display, and excluding the time required for posting and or printing.

Table A-8 Percentage of Billing Contacts B-OE-2A Source Tables

Table Name Short Name Description

DWB_INVC

I

The invoice table documents each invoice issued to each account.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWD_PRCS_INVC_DAY

IPD

 

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Collections Efficiency Against Credit Terms (B-OE-3E)

This KPI specifies metrics for billing collection management: collections efficiency against credit terms.Metric = Aggregate value of unpaid invoices / Aggregate value of all invoicesTotal value of all customer invoices unpaid at ten days after due date for the billing period.

Table A-9 Collections Efficiency Against Credit Terms B-OE-3E Source Tables

Table Name Short Name Description

DWB_ACCT_PYMT

 

The payments table records details of each allocation of money from a receipt made by a party to a specific account.

DWB_INVC

I

The invoice table documents each invoice issued to each account.

DWB_INVC_ITEM

II

Invoice item holds all components that appear on the invoice.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Percentage of E-Payments Received (B-CE-1D)

This KPI specifies metrics to determine the bills paid electronically.This KPI includes bill paid electronically, that is bills paid using home banking, automatic bank deduction, funds transfers, ATM transactions, Web or IVR based credit or debit card transactions. This KPI excludes payments by cash or check:Number of bills paid electronically / Total number of bills

Table A-10 Determine the Bills Paid Electronically B-CE-1D Source Tables

Table Name Short Name Description

DWB_ACCT_PYMT

AP

The Payments table records details of each allocation of money from a receipt made by a party to a specific account.

DWB_INVC

I

The Invoices table documents each invoice issued to each account. An invoice represents the request for payment for goods and services during a specified period.

DWB_INVC_ADJ

IA

This is to record all adjustment made on the invoices.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWB_INVC_PYMT_ASGN

IPA

To indicate which payment reconciles which invoice.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWL_PYMT_MTHD_TYP

PMT

Lookup for valid methods of payment.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Percentage of Bills Adjusted Internally (B-CE-4F)

This KPI specifies metrics for billing calculations: Percentage of Bills adjusted Internally. The KPI specifies the number of bills adjusted and only includes all bills requiring adjustments initiated by internal triggers. This should include things like plan changes, address changes, financial adjustments, credit notes, and so on. If initiated internally the metric excludes any customer initiated adjustments.

Table A-11 Determine the Bills Paid Electronically B-CE-4F Source Tables

Table Name Short Name Description

DWB_INVC

I

The invoice table documents each invoice issued to each account.

DWB_INVC_ADJ

IA

This is to record all adjustment made on the invoices.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Mean Time from Service Activation to Bill Dispatch (B_OE_2C)

This KPI specifies metrics to aggregate time from service activation to bill dispatch / Total number of current orders. This includes the aggregate time for all orders in hours.

Table A-12 Mean Time from Service Activation to Bill Dispatch B_OE_2C Source Tables

Table Name Short Name Description

DWB_INVC

I

The Invoices table documents each invoice issued to each account. An invoice represents the request for payment for goods and services during a specified period.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SBRP

 

The record of customer using a product (or product package). Customer subscription is the basis of billing and network usage authorization. One subscription may be based on contract.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Percentage Collectible Debt Written Off (B_OE_3D)

This KPI specifies metrics for Billing Collection Management to determine the percentage of collectible debt that is written off.Metric = Collectible debt written off / total revenue collected

Table A-13 Percentage Collectible Debt Written Off (B_OE_3D) Source Tables

Table Name Short Name Description

DWB_INVC

I

The invoice table documents each invoice issued to each account.

DWB_INVC_ITEM

II

Invoice Item holds all components that appear on the invoice.

DWD_ACCT_BAL_MO

ABM

 

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.


Volume of Customer Requests (CM_CE_3A)

This KPI specifies metrics for billing calculations: Volume of Customer Requests. This KPI reports the number of customer requests and includes all inbound contacts such as phone, email, and web contacts. This should include all billing and payment inquiries, all inquiries about call plans, and so on. It should exclude outbound and store front contacts.Number of customer requests * 1000 / Total number of customers

Table A-14 Volume of Customer Requests (CM_CE_3A) Source Tables

Table Name Short Name Description

DWB_CUST_ORDR

   

DWB_EVT_PRTY_INTRACN

 

The Party Interactions table records all interactions or communications with the customer. The interactions include:

DWL_CUST_TYP

CT

This lookup identifies or groups customers as Corporate customers or Individuals.

DWR_CUST

C

All the customers, including individual and organization customers. A customer is generally defined as a party using one or more services from the operator.

DWR_DAY

D

Calendar day in the day dimension.

DWR_ORG_CMPNY

 

Company hierarchy level within an organization.

DWR_PROD_SPEC

PS

The product provided by the carrier.