Revenue Assurance

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INFORMATION, COMMUNICATIONS & ENTERTAINMENT

Revenue Assurance in Telecommunications Progressing or Preserving Global Revenue Assurance Survey 2009 Results
KPMG INTERNATIONAL

Foreword
KPMG is pleased to publish the results of Global Revenue Assurance Survey 2009 – ‘Revenue Assurance in Telecommunications – Progressing or Preserving’. The survey examines the state of Revenue Assurance functions today as well as their transformation in the future. With changing economic conditions worldwide and an evolving technological environment, the complexity of the telecommunications industry and challenges for growth are under scrutiny. The industry is witnessing changing business Sean Collins Global Chair Communications & Media models, dynamic growth strategies, and continuous innovation in products and services. As a result, various functions within organizations are changing their objectives and operations, and Revenue Assurance is one of them. Historically seen as a way to add to both the top and bottom-line of a company by plugging revenue leaks and identifying quick wins (enhancement and savings), Revenue Assurance has often been considered as merely a tactical response. Now, telecom executives and shareholders are taking a closer look at how this function should be playing a more strategic role. In order to evaluate the evolving role of Revenue Assurance, KPMG conducted an Romal Shetty Executive Director Communications Head - India online global survey covering 74 operators in 46 countries. This survey takes an in-depth look at how Revenue Assurance is positioned in telecom operators worldwide and assesses their concerns and expectations for the future. Survey respondents included members of senior management (C-level executives) and heads of Revenue Assurance functions. This report combines an analysis of insights and trends from these operators with our experience in Revenue Assurance. We hope it provides valuable food for thought to the survey participants and other readers. Special thanks to all the participants who contributed their time and experience to this report.

© 2010 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.

Table of Contents 1 2 3 4 5 6
Revenue Leakage – A continued bane Skill sets, tools and methodology – tying the loose ends Empowerment and widened orientation – some more miles to go Key Insights Appendices Glossary

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28 36 39

© 2010 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.

Executive Summary

© 2010 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm. All rights reserved.

Global Revenue Assurance Survey 2009 Results | 02

Today, challenges facing the telecom sector are as fascinating as they are wideranging. Operators continue to struggle with a variety of issues—from expanding their subscriber base in...
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