IBNF - Operations Productivity Review - December 2011 v.2

France Telecom Group Restricted

IBNF OperationsDecember 2011


balanced scorecard

BALANCED SCORECARD

CATEGORY INITIATIVES OBJECTIVES MEASURES TARGETS October November December 3 MONTH AVERAGE

6 MONTH AVERAGE

SENIOR MANAGEMENT Monthly Actuals - DOY01 2 2 2 2 2OPM Monthly Actuals - DOY02 14 14 14 14 14

HEADCOUNT Monitor HR PIMs Data ETEC Monthly Actuals - DOY12 34 33 33 33 34ENTMC Monthly Actuals - DOY22 143 144 143 143 144eSMC Monthly Actuals - DOY24 68 69 71 69 69TOTAL 261 262 263

OPM Monthly Actuals - DOY02 € 39,993 € 44,720 € 59,664 € 48,126 € 45,096

FINANCIAL Monitor Actual Finance Data ETEC Monthly Actuals - DOY12 € 229,447 € 285,415 € 263,707 € 259,523 € 263,707

ENTMC Monthly Actuals - DOY22 € 195,370 € 172,497 € 215,141 € 194,336 € 168,868eSMC Monthly Actuals - DOY24 € 437,564 € 446,550 € 463,777 € 449,297 € 424,149

Total Cases, Sub-cases, and Changes Cases, Sub-Cases, Changes, Configs >6,000 6,327 5,799 6,385 6,170 6,610

Elements Element Counts >160,000 205,591 205,591 205,591 205,591 205,591

Cost Per Element Cost per Element <6.50 € 4.39 € 4.62 € 4.88 € 4.63 € 4.30

PRODUCTIVITY Monitor Monthly Productivity Reports

Cases, Sub-cases, Changes Per Element

Cases, Sub-Cases, Changes, Configs per Element

<0.06 0.0308 0.0282 0.0311 0.0300 0.0321

Cost Per Case/Sub-Case/Change Cost per Case, Sub-Case, Change, Config <135 € 143 € 164 € 157 € 155 € 135

Cases, Sub-cases, Changes Per Head Cases, Sub-Cases, Changes, Configs per Head >20 24.24 22.13 24.28 23.55 € 25.17

Cost Per Head Cost per Head <5,000 € 3,457 € 3,623 € 3,811 € 3,630 € 3,364

OPM Employee Retention 98% 100% 100% 100% 100% 100%EMPLOYEES Training and Career Growth Employee Satisfaction ETEC Employee Retention 98% 100% 100% 100% 100% 100%

ENTMC Employee Retention 98% 99.995% 99.993% 99.993% 99.99% 99.48%

Customer Satisfaction Target Q1 11 Q2 11 Q3 11 Average GapAverage of Sat: Overall Service & Solution Technical Performance 8.5 8.21 7.95 8.07 8.08 0.43

CUSTOMERS Customer Centric InitiativesAverage of Sat: Performance: Service

availability8.5 8.35 8.35 8.32 8.34 0.18

Average of Sat: Performance: Service reliability

Quarterly customer satisfaction numbers and the goal is to reach 8.5

8.5 8.25 8.28 8.19 8.24 0.31

Average of Sat: Performance: End-to-end responsibility for the solution 8.5 8.02 7.77 8.07 7.95 0.43

Average of Sat: Overall satisfaction Network Services 8.5 8.23 8.08 8.19 8.17 0.31

Average of Sat: Overall Service & Solution Technical Performance Network

Services8.5 8.32 8.16 8.27 8.25 0.23


yearly averages

Costs

1,364,417

948,917 1,014,583890,167 853,167 882,279

772,892

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

1,400,000

1,600,000

2005 2006 2007 2008 2009 2010 2011

Cost per Case

€ 164

€ 127 € 123€ 109

€ 91 € 96

€ 125

€ 0

€ 20

€ 40

€ 60

€ 80

€ 100

€ 120

€ 140

€ 160

€ 180

2005 2006 2007 2008 2009 2010 2011

Cost per Element

€ 9.00

€ 5.72€ 5.08 € 5.45

€ 4.49€ 3.76

€ 4.29

€ 0.00

€ 1.00

€ 2.00

€ 3.00

€ 4.00

€ 5.00

€ 6.00

€ 7.00

€ 8.00

€ 9.00

€ 10.00

2005 2006 2007 2008 2009 2010 2011

Cost per Head

€ 4,117 € 4,193€ 3,749 € 3,557

€ 3,123

€ 5,408

€ 3,380

€ 0

€ 1,000

€ 2,000

€ 3,000

€ 4,000

€ 5,000

€ 6,000

2005 2006 2007 2008 2009 2010 2011


yearly averages

Cases Per Head

33.74 32.7634.36

39.20

32.56

27.70

34.91

0

5

10

15

20

25

30

35

40

45

2005 2006 2007 2008 2009 2010 2011

Headcount

256

230

242237

240

249

261

210215220225230235240245250255260265

2005 2006 2007 2008 2009 2010 2011

Cases

8,454

7,5488,318 8,224

9,407

7,228

8,071

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

10,000

2005 2006 2007 2008 2009 2010 2011

Cases per Element

0.04550.0414

0.0505 0.0494

0.03930.0352

0.0529

0

0.01

0.02

0.03

0.04

0.05

0.06

2005 2006 2007 2008 2009 2010 2011


CSAT

CSAT

7.47.57.67.77.87.9

88.18.28.38.4

Average ofOverall Sat:Service &SolutionTechnical

Performance

Average ofPerformanceSat: Serviceavailability

Average ofPerformanceSat: Servicereliability

Average ofPerformanceSat: End-to-

endresponsibility

for thesolution

Average ofServices Sat:

NetworkServices

Average ofSat: OverallService &SolutionTechnical

PerformanceNetworkServices

Q1 11

Q2 11

Q3 11

Customer Satisfaction Q1 11 Q2 11 Q3 11 Average GapAverage of Overall Sat: Service & Solution Technical Performance 8.21 7.95 8.07 8.07 0.43

Average of Performance Sat: Service availability 8.35 8.35 8.32 8.34 0.16

Average of Performance Sat: Service reliability 8.25 8.28 8.19 8.24 0.26

Average of Performance Sat: End-to-end responsibility for the solution 8.02 7.77 8.07 7.95 0.55Average of Services Sat: Network Services 8.23 8.08 8.19 8.17 0.33

Average of Sat: Overall Service & Solution Technical Performance Network Services 8.32 8.16 8.27 8.26 0.24


headcount

December 2010 - December 2011

258257

258256

259

265263

264265

260261

262 263

250252254256258260262264266

January 2009 - December 2011

210

220

230

240

250

260

270

2009 2010 2011


cases, sub-cases, changes, configsDecember 2010 - December 2011

6,667 6,5056,892

10,322

7,372

8,3997,586

6,881

7,4106,856 6,327 5,799 6,385

0

2,000

4,000

6,000

8,000

10,000

12,000

Decem

ber

Janu

ary

Febru

ary

March

April

MayJu

ne July

Augus

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Septem

ber

Octobe

r

Novem

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Decem

ber


0

2,000

4,000

6,000

8,000

10,000

12,000

Janu

ary

Febr

uary

Mar

chA

pril

May

June

July

Aug

ust

Sep

tem

ber

Oct

ober

Nov

embe

rD

ecem

ber

Janu

ary

Febr

uary

Mar

chA

pril

May

June

July

Aug

ust

Sep

tem

ber

Oct

ober

Nov

embe

rD

ecem

ber

Janu

ary

Febr

uary

Mar

chA

pril

May

June

July

Aug

ust

Sep

tem

ber

Oct

ober

Nov

embe

rD

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2009 2010 2011


cases, sub-cases, changes, configs per headDecember 2010 - December 2011

25.84 25.31 26.71

40.32

28.4631.69

28.8426.06 27.96 26.37 24.24 22.13

24.28

0.005.0010.0015.0020.0025.0030.0035.0040.0045.00


0.005.00

10.0015.0020.0025.0030.0035.0040.0045.0050.00

Janu

ary

Febr

uary

Mar

chAp

rilM

ayJu

neJu

lyAu

gust

Sept

embe

rO

ctob

erN

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ber

Dec

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rJa

nuar

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brua

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arch

April

May

June

July

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ptem

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Oct

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Nov

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2009 2010 2011


cases, sub-cases, changes, configs per elementDecember 2010 - December 2011

0.0324 0.0316 0.0335

0.0502

0.03590.0409

0.03690.0335 0.0360 0.0333 0.0308

0.02820.0311

0.0000

0.0100

0.0200

0.0300

0.0400

0.0500

0.0600

Decem

ber

Janu

ary

Febru

ary

March

April

MayJu

ne July

Augus

t

Septem

ber

Octobe

r

Novem

ber

Decem

ber

January 2009 -December 2011

0.0000

0.0100

0.0200

0.0300

0.0400

0.0500

0.0600

0.0700

Janu

ary

Febr

uary

Mar

chAp

rilM

ayJu

neJu

lyAu

gust

Sept

embe

rO

ctob

erN

ovem

ber

Dec

embe

rJa

nuar

yFe

brua

ryM

arch

April

May

June

July

Augu

stSe

ptem

ber

Oct

ober

Nov

embe

rD

ecem

ber

Janu

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Febr

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Mar

chAp

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ayJu

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gust

Sept

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Dec

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r

2009 2010 2011


cost per head


0500

10001500200025003000350040004500

Janu

ary

Febr

uary

M

arch

April

May

June

July

Augu

stSe

ptem

ber

Oct

ober

Nov

embe

rD

ecem

ber

Janu

ary

Febr

uary

Mar

chAp

rilM

ayJu

neJu

lyAu

gust

Sept

embe

rO

ctob

erN

ovem

ber

Dec

embe

rJa

nuar

yF

ebru

ary

Mar

chAp

rilM

ayJu

neJu

lyAu

gust

Sept

embe

rO

ctob

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Dec

embe

r

2009 2010 2011


3,194 3,1993,532

3,829

3,220 3,232 3,361 3,319 3,0932,883

3,457 3,6233,811

0500

1,0001,5002,0002,5003,0003,5004,0004,500

Decem

ber

Janu

ary

Febru

ary

March

April

MayJu

ne July

Augus

t

Septem

ber

Octobe

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Novem

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Decem

ber


cost per case, sub-case, change, configDecember 2010 - December 2011

132

95

117124 126113

102

127111 109

143164 157

020406080

100120140160180

Decem

ber

Janu

ary

Febru

ary

March

April

MayJu

ne July

Augus

t

Septem

ber

Octobe

r

Novem

ber

Decem

ber


020406080

100120140160180

Janu

ary

Febr

uary

Mar

chAp

rilM

ayJu

neJu

lyAu

gust

Sept

embe

rO

ctob

erN

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ber

Dec

embe

rJa

nuar

yFe

brua

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arch

April

May

June

July

Augu

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ptem

ber

Oct

ober

Nov

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Janu

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Febr

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Mar

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2009 2010 2011


cost per element


0.00

1.00

2.00

3.00

4.00

5.00

6.00

Janu

ary

Febr

uary

Mar

chAp

rilM

ayJu

neJu

lyAu

gust

Sept

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rO

ctob

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Dec

embe

rJa

nuar

yFe

brua

ryM

arch

April

May

June

July

Augu

stSe

ptem

ber

Oct

ober

Nov

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rD

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ber

Janu

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Febr

uary

Mar

chAp

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ayJu

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gust

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r

2009 2010 2011


4.01

4.00

4.434.77

4.06

4.17 4.30

4.26

3.99

3.654.39 4.62

4.87

0.00

1.00

2.00

3.00

4.00

5.00

6.00

Decem

ber

Janu

ary

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ne July

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Novem

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costsDecember 2010 - December 2011

0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

Decem

ber

Janu

ary

Febru

ary

March

April

MayJu

ne July

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ber

Octobe

r

Novem

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0

200,000

400,000

600,000

800,000

1,000,000

1,200,000

Janu

ary

Febr

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Mar

chAp

rilM

ayJu

neJu

lyA

ugus

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ptem

ber

Oct

ober

Nov

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rD

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Janu

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Febr

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Mar

chAp

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ugus

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ptem

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Oct

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Nov

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Janu

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Febr

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Oct

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2009 2010 2011

IBNF - Operations Productivity Review - December 2011 v.2

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Transcript of IBNF - Operations Productivity Review - December 2011 v.2