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| MTN |
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The Company
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MTN operates GSM networks in eight African countries that collectively serve more than 17 million subscribers (June 2005). It is the second largest cellular network operator in South Africa and one of the largest national networks in the world, covering a geographical area the size of France and Germany combined. It provides access to 93% of the country's population, with 4,000 sites covering 19,200 km of road and 900,000 km of land. MTN SA has a turnover of ZAR 18bn (USD 2.7bn) as of 2005. |
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Business Challenge
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- Evolving business model and explosive growth blurred accountability among business units at MTN SA. The organization was groping for avenues to streamline operations without affecting its adaptability.
- The CIO was struggling with data integrity and authenticity issues leading to multiple versions of truth that prevented faster decision making at the corporate level.
- The different Business units struggled to implement decisions based on networked dependencies even when the Corporate considered them to be autonomous.
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How we helped
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- Nihilent translated strategic objectives to tangible operational measures and milestones by unpacking the corporate level metrics. We rephrased existing measures for better alignment and firmed up new Key Performance Indicators (KPIs) for key roles through collaborative change facilitation sessions. We fixed the appropriate level of granularity and ensured uniform interpretation across the company.
- To facilitate automated monitoring of business performance through a dashboard, Nihilent identified data sources that underlie the identified KPIs and their owners. We cleaned up the definition of ambiguous data elements and located that in a central repository, to be linked to the Enterprise Data warehouse. We put in place a strategy cascading process for every change in KPIs for the Corporate.
- Nihilent designed and developed a customised dashboard application that enabled the MD and heads of business units to track desired lag and lead measures and drill down divisional performance through chosen set of analytics.
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Benefits delivered
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- MTN SA integrated strategic measures to operational KPIs seamlessly. Communicating corporate level strategy across the organization became a lot easier through simultaneous access to the dashboard to key decision makers. The information silos have become a thing of the past.
- Debates on performance measures now revolve around their causality and not their definitions per se. Managers across different business units work with greater synergy in identifying potential bottlenecks and take quick remedial steps.
- MTN SA’s investments in IT are now driven by clear logical indicators for leveraging real time business intelligence. Cause and effect linkages across administrative divisions have encouraged a symbiotic approach.
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Client Testimonial
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“We’ve attempted this exercise 5 times in the past, but this has been the most successful, to date. The process that we’re going through is forcing managers to think seriously about what they want to measure.”
- Jithoo Daya: General Manager, MTN |
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“We’ve worked with almost all the big consulting companies, but the consultants from Nihilent have been the most professional outfit that we have ever interacted with. The adherence to timelines and quality of deliverables has been outstanding.”
- Garth Brown: Senior Manager, MTN |
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