Cable & Wireless HKT (CWHKT, before June 1999 called Hong Kong Telecom) undertook benchmarking on a new mobile product, international roaming services, to reduce service provisioning lead-time (SPLT), increase Order Completion on Time (OCOT), and improve the service delivery quality (SDQ). The benchmarking process included the following six-steps. 1. Find benchmarking partners: using data from a global survey in 1998 to identify Japan IDC and Australia Telecom Optus as benchmarks in SPLT, OCOT a...

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14.2.2 Benchmark performance measures with noncompetitors

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