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This study presents a Composite Indicator (CI) methodology for assessing the productivity of Back Office (BKO) operations within a multinational telecommunications company operating in the Brazilian Amazon. The CI is constructed from a set of Key Performance Indicators (KPIs) specifically designed to reflect the dynamics of Telecom BKO environments. Motivated by the sector’s growing significance in the Brazilian economy, the approach aligns with the Organisation for Economic Co-operation and Development (OECD) guidelines on productivity assessment. The research integrates primary data, via stakeholder survey, with secondary data collected over a 13-month period to develop a comprehensive performance monitoring framework. Interactive dashboards were developed to visualize BKO performance over time, supporting both operational tracking and strategic analysis. Results revealed that none of the evaluated BKOs reached 80% of their operational targets, exposing performance gaps that merit targeted intervention. Nevertheless, commercial processes were broadly deemed productive. The indicator framework enabled a deepened understanding of these shortcomings, fostering strategic discussions on operational and individual-level improvements. The methodology proposed is based on the Analytic Hierarchy Process (AHP) technique, which was applied to derive weighted priorities among the KPIs. These weights were used to synthesize a single, composite productivity score, offering a holistic view of BKO performance. Overall, the study demonstrates the potential of integrated KPI-based CIs to inform data-driven decision-making, uncover hidden inefficiencies, and catalyze strategic improvements in support operations within the telecommunications sector.

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Developing a Telecom Back-Office Composite Indicator of Productivity Using the Analytic Hierarchy Process

  • 会议论文

  • 发表日期：

    2026年

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  • Renan Pereira Maciel,
  • RenataMelo e Silva de Oliveira,
  • Nicole Victoria Lopes da Costa,
  • Nathália Jucá Monteiro,
  • Gilson Adamczuk Oliveira

摘要

This study presents a Composite Indicator (CI) methodology for assessing the productivity of Back Office (BKO) operations within a multinational telecommunications company operating in the Brazilian Amazon. The CI is constructed from a set of Key Performance Indicators (KPIs) specifically designed to reflect the dynamics of Telecom BKO environments. Motivated by the sector’s growing significance in the Brazilian economy, the approach aligns with the Organisation for Economic Co-operation and Development (OECD) guidelines on productivity assessment. The research integrates primary data, via stakeholder survey, with secondary data collected over a 13-month period to develop a comprehensive performance monitoring framework. Interactive dashboards were developed to visualize BKO performance over time, supporting both operational tracking and strategic analysis. Results revealed that none of the evaluated BKOs reached 80% of their operational targets, exposing performance gaps that merit targeted intervention. Nevertheless, commercial processes were broadly deemed productive. The indicator framework enabled a deepened understanding of these shortcomings, fostering strategic discussions on operational and individual-level improvements. The methodology proposed is based on the Analytic Hierarchy Process (AHP) technique, which was applied to derive weighted priorities among the KPIs. These weights were used to synthesize a single, composite productivity score, offering a holistic view of BKO performance. Overall, the study demonstrates the potential of integrated KPI-based CIs to inform data-driven decision-making, uncover hidden inefficiencies, and catalyze strategic improvements in support operations within the telecommunications sector.