Revenue Assurance: a step toward Business excellence?

The aim of the work is to explore if a Sub-Saharan telecom operator like the study case organization can use the Revenue Assurance function as a mean to win the challenge of implementing effective Business excellence within the organization. Indeed, Business excellence and Revenue Assurance share similar scopes and frameworks. On top of that, Revenue Assurance tends to extend its influence so that it covers the value chain from end-to-end (Deloitte, 2008). Therefore, the fundamentals of this research are grounded on the idea that the Revenue Assurance scope enlargement can contribute to the successful development of Business excellence. Methods and tools used for the conduct of this study consist in a combination of quantitative and qualitative data collected through an administered Likert-scale questionnaire and narrative interviews respectively. Quantitative results have been triangulated to qualitative ones and both to the existing literature. This had the merit to strengthen the legitimacy of the outcomes and facilitate the interpretation of the results.