Performance Measurement System in Telecommunication Services: A Study of Select Indian Companies

Fast changing technology, increased competition and dynamics in consumer usages in telecommunication services has sidelined the company's focus of excellence in services shifting their strategy from customer to technology. This has further led to increased non-standardized services in telecommunication services in India. The aim is to not only sustain in field, but also compete in the market. This study is an effort to address the questions, which includes: (a) the different performance measurement systems adopted by Indian companies in telecommunication services; (b) the approaches used to measure the performance of the organization in telecommunication services in India; (c) the different factors distorting the PMS of the organization and (d) the effectiveness of PMS and need for the change in the existing PMS. The primary data as well as secondary data has been used to decipher the trends in performance measurement practices in telecommunication services in India. The findings of the study indicate the inspiring facts to study the performance measurement system in India.