16
1
1
Build Credibility with the Business
with Relevant and Meaningful
Performance Metrics & KPIs
JULY 2016
AMERICAN TOWER CORPORATION
ATC sites are home to cellular and wireless, radio and
television broadcast, microwave and two-way radio
communications equipment.
Our towers support the networks of our wide range of
customers, helping them increase their coverage and
capacity.
Where network connectivity is necessary and towers are
not available, we provide a number of alternative in-
building and outdoor solutions.
3
Centralization as a means to gain efficiencies.
Initial approach: take advantage of knowledge available in Mexico.
We carved out entire teams to create the SSC for Finance.
Team was separated to a different part of the same building.
No baseline cost.
Identify routine transactions that “could be centralized” and “added value”.
Limited to Spanish speaking markets. Left out Brazil.
SLAs implemented in second year.
Monitoring and measuring through manual or semi-automatic means.
6
SSC / Business Growth
8
20
29 30 29 31 33
-
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
2011 2012 2013 2014 2015 2016
Nu
mb
er
of
To
we
rs
Mexico Colombia Chile Costa Rica Peru Total HC
Note: 2016 projected figures
Defining success
• Mission critical not clearly defined.
• Effectiveness through centralization of transactions
• Oracle implementation support team
• Experts in handling exceptions, all urgent!
• Measuring and Communicating
• Transaction handling success rate
• Risk management definition
• Managing the message
• Continuous communications
9
Landlord Payments
Without exception
Exceptions handled Exceptions not handled
2015 – Proof is in the details
Design metrics, dashboards and scorecards to help drive
improved business decisions
Vital Signs – Identify what performance metrics matter the most to our clients
and define monitoring capacity.
Continuous feedback as a means to reduce error rates
Identification of cycles, seasonality and worst offenders to redistribute
workloads and improve planning calendars
10
Landlord Proposal Payments Compliance by Month
11
DE
LA
YS
DA
YS
DUE
DATE
AN
TIC
IPA
TIO
N
1
-1
1
9
8
-3
1
-2
7 7
-1 -1
1 1
2
0 0
1 1
-3
-2
-1
0
1
2
3
4
5
6
7
8
9
28 29 3 5 8 9 25 26 2 7 7 9 28 29 1 5 7 8 2 4 5 6 6 6
PE CR MX CL MX CO PE CR MX CL MX CO CR PE MX CL CO MX MX PE CL CO CR MX
February March April May
Delay by Customer
Delay by SSC
Anticipated Delivery by SSC
Data Governance Requests – Mar-Jun 2016
0
100
200
300
400
500
600
HO
UR
S
Solicitudes
SLA
Promedio
March April May June
Data Governance Requests June 2016
0
10
20
30
40
50
60
70
80
90
100
486 Requests 48 hrs. SLA 3 hrs. Average
HO
UR
S
1%
9%
90%
14
Categories
Data Stewards
Mistakes / Complains
Pending for something
Completed
Outlook Macro
Requests: [email protected]
ETL
Execution: Monthly
Time: 3 hrs.
Additional Cost: $0.00
The Technical Solution
Outlook
2 Data Stewards
Performance_Report_DG_SSC
Data Governance
15
375 395
363
486
95%
96%
98%
99%
93%
94%
95%
96%
97%
98%
99%
100%
0
100
200
300
400
500
600
March April May June
Total Request DIFOT
97% DIFOT ON TIME
Managing and updating master file databases with about 57,000 records in Oracle
SSC Improved Confidence
16
6.4
7.5
8.4
H1 - 2015 H2 - 2015 H1 - 2016
17
