Operational efficiency and service delivery performance

Abstract

Purpose – The purpose of this paper is to evaluate performance of Indian telecom service providers through a benchmarking study of their operational efficiency and service delivery effectiveness. The paper also carries out a peer-to-peer comparison and identifies-specific areas of improvement for different service providers to attain sustainable growth and profitability. Design/methodology/approach – A two stage data envelopment analysis (DEA) model was used to compare the performances of the service providers. The first stage represents how efficiently a unit is able to use its infrastructure and resources to generate better quality services. The second stage captures how well the company is able to communicate and deliver these services to the customer. Findings – The results of the study support the applicability of the two stage DEA for comparing the performances of the telecom service providers as they are in line with the financial performance indicators and brand ranking. It is observed that those companies which score high on both operational efficiency and service delivery effectiveness have achieved superior profitability. Research limitations/implications – This study has been carried out at a pan-India level and hence does not take into account circle level or local performance which varies significantly for most service providers. Besides, this the analysis was constrained by limited data in the public domain, which necessitated estimations and extrapolations for some variables of few service providers. Practical implications – The study has helped to provide inputs for the Indian telecom companies for potential performance improvements by providing a comparative analysis of their operational efficiency and service delivery effectiveness. It has enabled to derive deeper insights on potential target areas for managerial attention that could be translated into implementable actions. The benchmarking analysis has also helped to understand whether the current performance of the service provider is sustainable, unprofitable or ephemeral. Originality/value – This paper goes beyond the traditional benchmarking studies of Indian telecom service providers introducing a two stage DEA model to understand the operational efficiency as well as the service delivery effectiveness. The study has helped to derive valuable academic and practical insights on the issue of performance measurement of the Indian telecom service providers.

Efficiency Perspective on Telecom Mobile Data Traffic

“…Efficiency evaluation is commonly expressed as the ratio of output value compared to input value in a production flow (Cooper, 2007). A couple of researches on telecom efficiency have been performed previously: Hendrawan and Nugroho (2018), Masson, Jain, Ganesh, and George (2016), Torres and Bachiller (2011), Baysal, Altu, and Toklu (2007).…”

A DEA-ANN-based analytical framework to assess and predict the efficiency of Canadian universities in a service supply chain context

“…The DEA technique is a non-parametric approach that is frequently used to determine the relative efficiency of DMUs (Charnes et al, 1978). In recent years, DEA has established itself as a common technique for evaluating the performance of homogeneous DMUs (Selim and Bursalıo glu, 2015;Agasisti and Ricca, 2016;Liu et al, 2016;Alizadeh and Omrani, 2019;Ghasemi et al, 2020), hotels (Manasakis et al, 2013), Airports (Adler et al, 2013), banking (Paradi and Zhu, 2013), railways (Bhanot and Singh, 2014), telecommunications (Masson et al, 2016), airlines (Duygun et al, 2016), financial services (Kaffash and Marra, 2017), land use (Kuang et al, 2020), and universities have all benefited from (Kong and Fu, 2012;Jauhar et al, 2017;Sagarra et al, 2017;Shamohammadi and Oh, 2019;Ghimire et al, 2021).…”

“…, 2013), Airports (Adler et al. , 2013), banking (Paradi and Zhu, 2013), railways (Bhanot and Singh, 2014), telecommunications (Masson et al. , 2016), airlines (Duygun et al.…”

Corporate, operational, and information systems strategies: Alignment and firm performance

“…The dynamic nature of the business environment forces organizations to build innovation skills that facilitate their adaptation to a globalized marketplace (Balau, 2015;Ferrer & Santa, 2012;Masson, Jain, Ganesh, & George, 2016;Teece, Pisano, & Shuen, 1997). Such innovation skills require an effective combination of operational effectiveness and strategic flexibility (Boer, Kuhn, & Gertsen, 2002).…”