KPI and Balanced Scorecard Certification Programme for STC KSA

Saudi Telecom Company is the largest telecommunications company in Saudi Arabia and one of the largest in the MENA region. Real Hands-On has been STC's trusted performance management training partner for multiple years, delivering certification programmes that build internal performance measurement capability across the organisation's strategy and business units.

Programme Delivery Model

STC engaged Real Hands-On to deliver both the Certified KPI Professional (C-KPI) and Certified Balanced Scorecard Professional (C-BSC) programmes across multiple cohorts. Each cohort was tailored to the specific business unit — strategy, HR, customer experience, network operations — with case studies drawn from the telecommunications sector.

KPI Programme Outcomes

The C-KPI cohorts focused on KPI design methodology applicable to a telecoms context: subscriber growth KPIs, network quality indicators, customer satisfaction measures, and revenue-per-user analytics. Participants left with a complete KPI Dictionary template for their own function.

BSC Programme Outcomes

The C-BSC cohorts took STC strategy teams through the complete BSC implementation methodology: strategy map design for a multi-service telecommunications company, four-perspective KPI selection, target-setting methodology, and quarterly strategy review process design.

Ongoing Partnership

Beyond training, Real Hands-On has provided consulting support to STC's Strategy & Performance directorate: KPI governance design, performance reporting template development, and quarterly strategy review facilitation.