| Ask Away!

datePosted on 19:16, January 12th, 2009 by admin

Do you have a question about Revenue Assurance? Leave your questions in the comments below.

21 Responses to “| Ask Away!”

  1. Priyalm on February 15th, 2009 at 3:40 pm

    I’m looking for RA activities that a RA department needs to carry out and found “Subscriber Reconciliation” as one of the activities. I’d appreciate it if any one can explain to me what Subscriber Reconciliation is?

  2. Rob Mattison on February 15th, 2009 at 3:57 pm

    I’ve written a detailed answer to your question on the page What Is Subscriber Reconciliation?. I hope this explains the topic. If you need further clarification, please ask away.


    What Is Subscriber Reconciliation?

  3. Guera on March 4th, 2009 at 3:16 am


    My question relates to Pg 11 of the GRAPA standards document which references 5 levels of assurance but discusses 7. This first 4 appears to level as I read an implied increase in the level of assurance from leakage containment to Churn and Brand equity erosion. The distinction as to what informs the level and how it is measured is not clear. Is there perhaps other documents which describe this better ?


  4. Rob Mattison on March 4th, 2009 at 12:25 pm

    Hello Guera,

    Thanks for your question. You are right, we could be clearer in the way the document is organized. In fact, there are several sub-categories under the 5 major categories and it is not clearly laid out.

    The best clarification can be found in our new standards book, “The Revenue Assurance Standards – 2009”.

    You can download a free copy if you are a GRAPA member, or if you are willing to join GRAPA.

    go to: http://www.grapatel.com/A-GRAPA/07-Library/library.asp and download the book.

    Thanks for your question.

    ROb Mattison

  5. J Walters on May 22nd, 2009 at 4:38 pm

    Rob, on behalf of the entire Cell C team and Virgin Mobile team in South Africa, I would like to thank you for the past week of training (MAY 2009). The week proved to be much more than just educational but all the topics covered were actually higly relevant and interesting and the sessions interactive and focussed. On top of this the presenter is very entertaining and keeps the audience on their toes – IS THIS GUY FOR REAL…just joking.

    Well done and thank you Rob! We hope you also enjoyed it and that you also learnt a bit about our company culture, our approach to RA and the challenges we face which are most probably relevant to the entire industry.

    Good luck with GRAPA and keep those standards coming.


  6. Giri S on September 4th, 2009 at 2:19 pm

    Hi Rob,

    I want to have your second book ” Mattison’s Guide to Telco Leakage and Revenue Maximization’” . Please guide me to get it for better understanding.

    Giri S

  7. Rob Mattison on September 5th, 2009 at 10:11 am

    Hi Giri,

    Thank you for your interest.

    The material you are asking about – guide to revenue maximization is
    material being incorporated into the new GRAPA standards for 2010.

    The current GRAPA standards provide background and in 2010 we will be
    releasing three new major standards documents:

    RAG – Revenue Assurance Governance
    FARM – Fraud and Risk Management
    MAMA – Margin Assurance and Market Assurance (which will hold what i believe
    you want to know about).

    For advance information – we cover the material in the new RA Xtreme
    training program

    Thanks again for your interest.


  8. Saurabh Jain on October 19th, 2009 at 3:36 am

    Hi Bob,

    I am working in Retail ISP company , we have customer base of 0.5 million customers. I have belong mentioned queries.
    1. what are RA checks , we put in ISP business.
    2. Check list on RA checks.
    3. Case studies on IPDR related cheks.
    4. Fruad mannagement system in case of ISP , whith some fraud example.

    I hope u will help me out in the same.


    Saurabh Jain

  9. Rob Mattison on October 20th, 2009 at 3:33 pm

    Hello Saurabh,

    Thank you for your inquiry.

    Clearly, the revenue assurance needs of a Retail ISP are a serious matter and are included in the GRAPA body of knowledge and standards.

    The challenge here is that you have asked a very general , high level question about a very complex and detailed issue.

    The basic Methodology that we teach in GRAPA , is the Revenue Assurance is first and foremost about revenue, and making sure that it is not lost.

    The key technique is known as revenue mapping. The process works like this.

    Step 1 : Identify each of your major revenue streams (in your case, different kinds of customer plans and billing models). Flat rate? Volume based ? dial up? broadband? – What are the different options and how do they work.

    Step 2: What are the current monthly revenue generated by each? What is the 12 month forecast for each?

    Step 3 : Starting with the highest revenue stream – create a “revenue map”, identify each STEP in the process (vertical domains) and assign a revenue value to it. This will include:

    1. Sales Stream
    2. Provisioning Stream
    3. Revenue Stream
    4. collection / Credit stream

    You then decompose the streams and perform “noise” analysis on each node. Noise analysis is the technique for assessing, risk of loss, loss quantification and root cause analysis

    Step 4 : Generate controls for each point, implement and address.

    Unfortunately, each company’s revenue streams and values are unique, so I can’t just give you a quick answer.

    I hope this helps you to get started. Please try the Standards or RA books to get a better understanding of these concepts.



  10. Saurabh Jain on October 22nd, 2009 at 4:46 am

    Dear Bob

    Thanks for your response, but method you suggest is the general RA techniques which are require to do RCA in respective streams but I am more like to further drill down FMS in ISP. Currently we are into ISP business in India (Tata Communications ltd), we want to put more cheques in fraud management system. Our 85% of customer base is unlimited .

    1. What type of fraud associate in ISP business?
    2. what are particular process where we can find significant chance of revenue leakages.

  11. Saurabh Jain on October 22nd, 2009 at 4:52 am

    Dear Bob

    Currently I am associated with Research in Revenue Assurance & Fraud Management (Doing my MPhil on the same) . I want to share/publish my analysis & white paper on RA for ISP business. Request you to kindly guide me on the same.


    Saurabh Jain

  12. Tom Cooper on August 26th, 2010 at 11:26 pm

    How does an RA professional determine what to spend on a Revenue Assurance tool? I have a client who has completed an audit and has determined that they have revenue leakage in one area of about 0.18%.

    They are interested in building a solution to audit this problem. but it seems to me that the cost of the audit solution far exceeds their potential losses.

    Is it reasonable to do this so that they can be assured that the scope of the leakage doesn’t grow?

    As a professional in this domain, do you know of any guidelines to help make a decision about when it’s wise to spend more than you project you’re likely to lose?

  13. Mukund Shastri on September 13th, 2010 at 9:19 am

    Hi Rob,

    Hope you are doing well !

    1. Wanted to know about your book on ‘Telco Revenue Assurance Handbook’ :
    Does it cover KPIs related to revenue assurance in TELCO?

    2. I searched for the above book at couple of big shops in India ( Bangalore), but couldn’t find one. Are you circulating it outside US or can I order online ? I found a copy of this book with one of my clients in the UK.

    3. I am looking for KPIs for Telco Customer Analytics and Marketing/Sales Analytics . Can you guide where can I find these ?


    Mukund Shastri
    ( Worked with you at Reliance Infocomm, Mumbai years 2002-2004 :))

  14. grapa on October 20th, 2010 at 1:45 pm

    You will find the link to access all of GRAPA’s books and whitepapers at:

  15. Carlos Lotero on November 8th, 2010 at 8:41 pm

    Hi Rob,

    I have checked your book, but I would like to know more in detail what kind of controls can be implemented in vertical domains.

    Thanks in advance for your help.

    Carlos Lotero

  16. grapa on November 10th, 2010 at 1:34 pm

    HI Carlos, thanks for reading the book and for your questions.

    The formal list of controls – the GRAPA standard controls for Network, Switch, Mediation, Postpaid, Prepaid, Interconnect, Roaming, WIMAX, SMS are currently being formally posted to the GRAPA website, by Pamela Noriega our new Faculty member. She is working on it now, so it should start being posted soon.

    The main source of this information before now has been in the course material at GRAPA certification events.

    If you would like to see them sooner, please contact your Membership Manager, and they will get you a copy.

    Your membership manager is assigned on the top of your GRAPA membership page, and is based upon the region of the world you are in:

    Patricia is the membership for North and South America and can be reached at patricia@grapatel.com

    Otherwise check your membership home page.


  17. Carlos Lotero on November 16th, 2010 at 3:02 pm

    Hi Bob:

    I received the formal list of controls. Tks a lot.

    Now, I am interested to know the role of Information Systems in RA process. I found some information in your book (The Telco RA handbook, Section 4, chapter 5), but I am not sure if this apply today for the systems available in the market.

    I checked some white papers, but it is not clear for me how these systems supports the RA process.


    Carlos Lotero

  18. grapa on November 22nd, 2010 at 7:24 pm

    The GRAPA standards provide a clear framework for HOW revenue assurance should be done, but we have no opinion about WHO should do it.

    In some organizations I/T does a lot of RA work, in some organizations , they do none.

    This is a matter of local Politics and Organizational Preference.

    I/T is a powerful discipline, and RA is a powerful discipline and each organization harnesses these disciplines in their own unique style.

    This is not a situation where there is a clear set of systems (like Switch-Mediation-Billing) with a clear I/T role associated with it.

    RA is the job of Forensics (Data Warehouse) and (Case Tracking Applications) , Corrections (Project Management), and Compliance (audits, and compliance monitoring systems).

    How the organization organizes them is based upon systems, culture and management appetite for risk.

  19. Felix Rwang-Dung on October 4th, 2011 at 12:58 pm

    How can we determine profitability per call for an operator? What are the criterias, logics and considerations for all cost items that will be considered best practice in coming to the right assessment for our clients?

  20. Betty Milenkovic on October 19th, 2011 at 7:47 pm

    We are currently in the process of creating 2012 KPIs. One of the new KPIs we’re looking into is identifying KPIs that quantify non revenue impacting work effort. Any Ideas or suggestions are greatly appreciated.

  21. Betty Milenkovic on October 19th, 2011 at 7:51 pm

    Further to our last blog question, how do we build KPIs which quantify or measure proactive involvement in projects i.e. identifying revenue exposure and gaps in new product releases and system changes.
    thanks, Betty

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