OKR template to boost efficiency and effectiveness of Prod Support/Service desk

public-lib · Published 3 months ago

Your OKR template

The OKR's major goal is to boost efficiency and effectiveness of the Production Support/Service desk. To achieve this, there are key objectives set out. The first objective is to implement a training program that increases the technical skills of the support staff. The desired outcome would be a 35% improvement in technical abilities.

The second objective is to decrease average ticket resolution time to enhance productivity. This includes introducing mandatory service efficiency training, integrating AI-based automation tools in the ticket resolution process, and streamlining communication channels between departments. The result should be a 25% reduction in ticket resolution time.

A third objective aims at increasing customer satisfaction rates associated with issue resolutions. The initiatives under this objective include implementing weekly conflict resolution training for customer service representatives, continually monitoring and improving the issue resolution process, and developing an efficient, user-friendly online complaint submission system. This is projected to end in a 15% rise in customer satisfaction rates.

Through these initiatives, the OKR is setting out a roadmap to provide better, faster, and more efficient service to customers, resulting in higher customer satisfaction. The approach is to focus not just on immediate solutions to the present problems, but also on developing the workforce’s abilities.

ObjectiveBoost efficiency and effectiveness of Prod Support/Service desk
KRImplement a training program to enhance technical skills of support staff by 35%
Implement training program and monitor progress
Define key technical skills needing enhancement among support staff
Select or design a comprehensive training program
KRReduce average ticket resolution time by 25%
Implement mandatory customer service efficiency training for all staff
Integrate AI-based automation tools in ticket resolution process
Streamline communication channels between departments
KRIncrease customer satisfaction rates related to issue resolution by 15%
Implement weekly training on conflict resolution for customer service representatives
Regularly monitor and improve the issue resolution process
Develop an efficient, user-friendly online system for complaint submission

Use in Tability

How to edit and track OKRs with Tability

You'll probably want to edit the examples in this post, and Tability is the perfect tool for it.

Tability is an AI-powered platform that helps teams set better goals, monitor execution, and get help to achieve their objectives faster.

With Tability you can:

Use AI to draft a complete set of OKRs in seconds
Connect your OKRs and team goals to your project
Automate reporting with integrations and built-in dashboard

Instead of having to copy the content of the OKR examples in a doc or spreadsheet, you can use Tability’s magic importer to start using any of the examples in this page.

The import process can be done in seconds, allowing you to edit OKRs directly in a platform that knows how to manage and track goals.

Step 1. Sign up for a free Tability account

Go tohttps://tability.app/signup and create your account (it's free!)

Step 2. Create a plan

Follow the steps after your onboarding to create your first plan, you should get to a page that looks like the picture below.

Step 3. Use the magic importer

Click on Use magic import to open up the Magic Import modal.

Now, go back to the OKR examples, and click on Copy on the example that you’d like to use.

Paste the content in the text import section. Don’t worry about the formatting, Tability’s AI will be able to parse it!

Now, just click on Import from text and let the magic happen.

Once your example is in the plan editor, you will be able to:

Edit the objectives, key results, and tasks
Click on the target 0 → 100% to set better target
Use the tips and the AI to refine your goals

Step 4. Publish your plan

Once you’re done editing, you can publish your plan to switch to the goal-tracking mode.

From there you will have access to all the features that will help you and your team save hours with OKR reporting.

10+ built-in dashboards to visualise progress on your goals
Weekly reminders, data connectors, and smart notifications
9 views to map OKRs to strategic projects
Strategy map to align teams at scale