Summary

Improving network and service operations quality and efficiency to significantly reduce cost has become a business imperative for telecommunications service providers worldwide. However, one needs objective metrics by which to measure operations quality and efficiency and to facilitate comparison of them among service providers. This Recommendation describes a set of metrics called Total Operations Competency (TOC) metrics that are designed to cover a comprehensive view of network and services operations. Although each metric is useful on its own, metrics can also be combined to construct quantitative indicators for high-level business objectives. These indicators, in conjunction with cost functions for metrics improvements, can be used to formulate a rich set of optimization problems pertinent to operations.