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Case study: designing a KPI framework for a telecom giant

This case study is based on the work with one of the world’s biggest telecom companies. The company wanted to identify its most important performance measures and create simple performance dashboards that would provide a simple overview of company performance to the board and senior management team.

The need for a consolidated and focused dashboard arose from the fact that previously the reporting of management information was done in siloes (eg finance reporting financial data, operations reporting operations data, HR reporting HR data).

This led to uncoordinated and unaligned reporting (eg HR data was reporting whenever the HR survey results came out and not when the business needed the results) and meant that real business insights could not always be made taking into account a full set of data or decisions were based on limited insights from just one business area.