Performance improvement of international roaming service ‐ A benchmarking study

This paper discusses some concepts between quality performance and benchmarking. It explains the conduct of a benchmarking study in international roaming service of the telecommunications industry, and illustrates the benchmarking process in a telecommunication service provider – Cable & Wireless HKT based in Hong Kong. By comparing the service provisioning and fault handling processes with two best‐in‐class companies, the collected data was manipulated in order to position the current performance gaps and project the future performance level. The results suggest that the roaming service providers should establish a service level agreement with their partners and customers, and develop facilities of test activity list and customer acceptance test. In addition, they should employ appropriate performance indicators and measurements, establish direct communications with partners and customers, and monitor the market trend and responses of the roaming technologies and services.