Telecommunications Optimization Case Study SITUATION A large telecom brought CFI Group in to audit their existing internally collected metrics. More than 100 metrics were gathered and reported on a regular basis, yet little was done with many of these metrics. CFI Group was asked to determine which of these metrics drove the customer experience. In other words answer the question, “which metrics mattered to the customer?” And for that customer-focused set of metrics, identify the optimal level of performance to best affect customer behavior. At the outset the client maintained targets for each of the full set of metrics, most of which were set based on industry benchmarks or historical performance levels. Finally, the client was in the process of approving a major capital ex

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