Frameworx Charter

Business Assurance
Programs
Customer Engagement Project Group

Appendix 2.A CEM Metrics

August 2014
Version 2.1.1

IPR Mode: RAND

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TM Forum CEM CXM Metrics for Frameworx 14.5

1.1.

Appendix 2.A GB962A Experience Metrics Deliverables

Introduction of new metrics, refinement of existing metrics plus introduction into TM Forum
central database.

Deliverable Details
This project is linked to the proposed TM Forum Frameworx 14.5 project: TM Forum CEM 2.5
Guidebook for Frameworx 14.5.
The objective of this project is to update the existing Frameworx 14 document, GB962 Addendum A
Customer Experience Management Lifecycle Metrics, to create a new version for Frameworx 14.5:
CEM 2.5 Guidebook Addendum A CXM Metrics.

Deliverable Description
The project will identify the additional metrics required to better enable CEM and CEA for Digital Service
Providers.
The current set of CEM metrics, although fairly comprehensive in scope, lacks depth in certain areas. This
project will aim to identify and define the additional metrics required to produce a more comprehensive
metric set. The existing metrics will also be reviewed and revised as required to improve both internal
alignment and consistency with other TM Forum project activities such as the Big Data Analytics project
and the Business Process Framework.
In addition, work will also begin to insert the existing Frameworx 14 CEM metrics into the TM Forum online
metrics database.
Project Deliverable
The project deliverable will be a revised version of GB962 Addendum A - Customer Experience
Management Lifecycle Metrics.
Key business/industry driver (this could be the same over multiple project phases):
The Digital Service Providers seeking to gain shareholder value by creating customer value.
What this project will do to address the key driver:
The project will identify the metrics required to support the implementation of Customer Experience
Management solutions. These in turn will seek to identify the customer value, pinpoint the problem areas,
and finally provide an approach to enhance the customer value.
What industries would the output(s) project apply to?
The concepts behind Customer Experience are industry or technology agnostic, however the details such
as the metrics are specific to Digital Services.

Project Business Benefit

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TM Forum CEM CXM Metrics for Frameworx 14.5

Identify reasons/benefits why the TM Forum should

run this project

If this is an existing project:

identify the difference between this and earlier
phase & reason/benefit to continue.
Identify Reasons/Benefits for companies to get
involved in/contribute to this project
Identify reasons/benefits for companies to use the
end product within their organization

CEM is an increasingly important area to Digital

Service Providers. The scope of the current set of
Customer Experience Metrics covers the entire
Customer Experience Lifecycle, but in some areas
the depth is insufficient. Furthermore the
technology aspects of the metrics are currently
limited to wireless broadband. The objective of
this project is to expand the depth and technical
scope of the metrics, as well as further refine and
harmonize the existing metrics.
n/a
Opportunity to influence the scope and definition
of future Customer Experience standardized
metrics.
Measuring Customer Experience is a critical
requirement to enable CEM and CEA. The
additional metrics which this project aims to
identify and define will, once implemented,
enable CSPs and their suppliers to have greater
insight and visibility of true Customer Experience.

Project Deliverables
The project deliverables for the project are introduced in the sections below, with the deliverables
detailed in the associated Appendices, each of which is developed in a separate document but
combined for easy display in the project area. Subsequent iterations of the deliverables can be
submitted as amendments to the charter, thus allowing convenient in-project revisions as deemed
necessary. Hyperlink appendix headers to corresponding appendices when added to the document.

Deliverable Type

Guide Book and its Appendices

Deliverable Description
& Purpose

Deliverable Start Date

GB962 - Addendum A - Metrics

o This addendum is intended to provide a comprehensive set of
Customer Experience Management (CXM) metrics to allow a
standardized approach to measuring CXM for Digital Service
Providers

005-2014

Planned Approval
Submission Date

0010-2014

Work Requests To be
Implemented

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Perform GAP assessment to identify those metric areas

(channels/touch points/technology) which require enhancement.
Expand metric set to address gaps.

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TM Forum CEM CXM Metrics for Frameworx 14.5

Dependencies

Improve consistency and alignment of existing metrics. (Dimensions,

Naming, Attributes)
Expand metrics definitions to more closely align with Business
Process Framework method.
Commence insertion into TM Forum online metrics database.

Link as appropriate to the Big Data and Data Analytics work on Customer
Experience Management indices.

Comments

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TM Forum CEM CXM Metrics for Frameworx 14.5

Resourcing of Project
The goal of this section is to clearly identify all the resources and skills required by the project to
successfully deliver all the items listed in each Appendix to the charter.
This section identifies the human resources committed to participate in this work and the role to be
filled by each participant. Unless otherwise noted, the level of commitment of all project participants is
Best Effort.
At the time the charter is written, the individuals listed below are considered tentative participants.
When the charter is approved, the tentative participants will be notified and they can join the project
in the online community. From that point forward the project resources will be maintained and
viewable in real-time.
Definition of Project Sponsor/Champion Role
Project Sponsor or a Champion role is usually taken on by a Service Provider, whose responsibilities
include:
Confirming that the project solves a specific industry problem and the proposed deliverable would
provide value for the industry.
Providing business requirements & clarifications
Providing feedback and help with the use cases within the project
There is no extra cost associated with being a Sponsor; however, those who are listed as Sponsors
should be willing to commit to the time necessary to actively participate within the project as
described above.

Role

Name

Company

Co-lead
Co-lead

Trevor Cheung
Jonathan
Hopkinson

Huawei
Huawei

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Contact Details
Comments
(email & phone)
trevor.cheung@huawei.com
jonathan.hopkinson@huawei.
com

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TM Forum CEM CXM Metrics for Frameworx 14.5

2. Additional Project Information

2.1. Project inputs & risks
2.1.1. Inputs to project
Various existing work products from prior Frameworx releases, plus newly-identified needs for other
work productsboth through Interest Group discussion and feedback from Catalyst projects.

2.1.2. Outside project scope

N.A.

2.1.3. Risk Identification and Risk Mitigation

This will be identified in the applicable Appendix.

2.2. Interactions with other groups,

projects & departments
This will be identified in the applicable Appendix.

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TM Forum CEM CXM Metrics for Frameworx 14.5

3. Administrative Section
3.1. Rules of Engagement
This project will operate under the terms set out in the Operating Guidelines with development
following the process outlined in The Collaboration Program process and specific rules listed in
the board-approved Rules of Engagement.

3.2. Approval Decisions

Approval Received

Yes

Date Approval Received

7 August 2014

Expiry Date of Charter

30 May 2015

Staff Support Assigned

Rebecca Sendel rsendel@tmforum.org

Additional resources supplied

<< Provide details >>

3.3. Document History

Revision
1
2
1.1.0

Date
25 SEP 2013
27 NOV 2013
27 Nov 2013

1.1.1

23 Jan 2014

2.0.0

May 2014

2.1.0

Aug 2014

2.1.1

Aug 2014

Version 2.1.1

Author
S. Cotton
S. Cotton
Ken
Lipnickey
Alicja
Kawecki
Jonathan
Hopkinson
Rebecca
Sendel
Alicja
Kawecki

Description
Initial Draft for Review/Feedback from Project Leads
Second draft in response to strategic linkage review
Integration CEM Metric Deliverables
Updated Notice, footer and section 6.2 prior to posting
Updates for 14.5
Submission for approval after Action Week
Updated section 3.2 to reflect Approved status, minor
cosmetic/formatting fixes

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