I have a really simple philosophical question to pose of you today – Are we measuring our OSS at the wrong end?
It seems that a vast majority of our OSS measurement is at the input end of a process rather than at the output.
Just a few examples:
- Financial predictions in a business cases vs Return on Invested Capital (ROIC) of that project
- Implementation costs vs lifetime ownership implication costs
- Revenues vs profitability (of products, services, workflows, activities, etc)
- OSS costs vs enablement of service and/or monetisation of assets (ie operationalising assets such as network equipment via service activation)
- OSS incidents raised (or even resolved) vs insurance on brand value (ie prevention of negative word-of-mouth caused by network / service outages)
In each of these cases, it’s much easier to measure the inputs. However, the output measurements portray a far more powerful message don’t you think?