PERFORMANCE EVALUATION OF MAJOR INDIAN TELECOM SERVICE PROVIDERS USING BALANCED SCORECARD A STUDY IN NCR

Abstract

The substantial growth of telecom sector in India has raised a fundamental question on the future business and operation model of the Telecom sector. Future depends on the present performance. In telecom sector, the performance evaluation has been done mainly through the financial perspective which indicates the financial strengths, weaknesses, opportunities and threats. But financial performance measurement systems have been criticized because of their excessive focus on financial figures or functional level performance, ignoring an organizations long term success. newlineThe present study analyzes the Indian telecom sectors performance from four perspectives. The research study is descriptive as well as exploratory in nature. The research focuses on to analyze the selected constructs for each perspective that is customer, internal business process and learning and growth perspective. This study also explores the financial position of the telecom sector. The results of customer objective have been achieved by surveying 1000 customers in NCR of six telecom service providers through a close ended questionnaire. The effectiveness of the internal business processes for voice and data services have been found out by collecting the data from 300 junior level telecom employees who are involved in delivering data and voice services in NCR. The exploration of the learning and growth practices for employees undertaken by telecom service providers in India has been done by collecting data from 60 middle level employees. In the research study, Confirmatory factor analysis is used to test the convergent and discriminant validity of the scale. ANOVA Post hoc test and Kruskal Wallis test has been applied to get the desired results from learning and growth perspective. Panel data analysis has been applied to get the desired results for financial perspective. newline newline