Why does your sales team need a different goal structure if you already have your targets to hit? Double revenue and profitability by 2023. What has been working in the past, and can you double down on that effect? Key Results. Do we need to try something that we havent tried before? We've already given 2 examples of OKRs that can be defined by the top management of a company. , Key results are outcomes, not tasks. If our leads feel like we can anticipate their requests, they will be more likely to trust our expertise. OKRs (Objectives and Key Results) is a method of setting goals and communicating them throughout the organization. It's ok to have value-based Key Results before the release of the product. . With real-world examples from our OKR experts. Increase the open rate of the newsletter from 25% to 35%. How do we measure results? Plus, you will understand your clients decision-making process much better. Bad Objective: Achieve 50% increase in MRR. The goal of this objective is to get better testing results. SEO (Search Engine Optimization) OKR examples Objective: Increase SEO ranking Key results: - Increase domain authority (DA) from 50 to 70 - Increase the number of backlinks from 1,000 to 2,000 - Increase monthly organic traffic from 30,000 to 60,000 - Keep the visitor to lead (organic) conversion rate at 3% Objective: Improve website engagement OKR Examples for Product Teams Sample OKRs along with relevant discussions, organised by function Product As an emerging discipline, product management is in a better place to adopt known ways to measure performance of product management effectiveness. Butwhydo they use it? However, they might not directly contribute to your company's sales goals. 5 0 3. For example, one of your digital marketing OKRs may be to improve social media engagement and traffic. In order to determine the answer to that question, the team has to put their heads together and have a discussion that could go like this: Answer: We have a lot of overdue payments (causing contractual penalties) and late financial reports although we are always busy and always in a rush. Look at your data, and understand which metrics are performing well and which ones might need attention. Become an Expert in implementing OKRs. In one sentence: You complete a set of key results to achieve your objective. Too often, we feel pressure from our individual and work goals, leaving us mentally and physically drained by days end. You might have a lot of happy free users. When viewing a task, youll know if its been attached to a Target. Click on the Goal name within a ClickUp task to jump to the Goals page. Leaders of various departments, teams and roles can use our examples as a springboard into a team OKR brainstorming session. Reduce the number of unplanned change requests from 5 to 0. Create helpful and informative blog articles, Optimize every blog posts SEO (Search Engine Optimization), Implement company-wide creative requests process, Create a Creative Learning Wiki as a single source of truth for all creative team members, Enhance the capabilities and training of the Customer Sucess team members, Assist our customers as an inside voice to guarantee that their input drives company outcomes, Provide the team with the support needed to succeed and achieve company-wide goals, Create a set standard for training to promote career development and growth, Efficient monitoring of Support consistency with performance measures, Maximize the efficiency of the support team to respond to customers with urgency and optimism 24/7/365, Reduce the number of Customer-Reported bug tasks after major launches, Implement Agile management across the engineering team, Improve the response rate for critical bugs in testing, Host a successful in-person industry conference in [year], Grow and align the entire organization through monthly company meetings. The resulting department, team, and individual OKRs must be aligned with, in support of, and contribute to the top company priorities. Unfortunately, company jargon excludes people that dont have the resources to decode, and its not productive (or fair!) When written out, Syracuse's OKR looks like this: o Achieve fiscal sustainability. Plus, a 5 step walk-through for writing OKRs that drive change. We also use third-party cookies that help us analyze and understand how you use this website. How can they measure if they are delivering amazing user experience? What is the difference between OKR and Scrum? So, now, do you have any ideas on how to fix that? For example, if your objective is "Increase sales volume", then key result examples might be: 50% lift in new lead generation; 20% more sales revenue this quarter Best OKR Examples for Administration Administrative OKR Examples Administrative OKRs are the engine for any business. Weekdone provides sample OKRs for you to add directly into your account. Find out more. Reduce breakdowns in the peak hours by 90%. Not sure which OKR software to pick? Which makes them better prepared to draft their Objectives and Key Results but also unexpectedly confused about the value of the OKR methodology. If your projects are product-based, you can use the following OKRs: Objective - successfully launch a beta version of the product. Aim for quarterly instead of annual objectives to manage targets easier, Encourage your teams to send you their prioritized list of problems and issues, Does the written objective leave no room for interpretation? Increase data security. kr3 Spend 95% of grant dollars for grants from prior fiscal years. kr1 Reduce the general fund budget variance from 11% to 5%. Collecting feedback from lost deals will help us find new improvement areas and possible solutions. What sets OKR apart from other goal-setting frameworks like KPI is that it offers the opportunity to set ambitious and challenging goals. Cultural changes are hard to measure but we always know when there are internal tensions or inefficient processes. Or waste hours of their day digging for information to get their tasks completed. 2. Key Result: Increase avg. If you are not tracking your data, you need to fix that first. If you aren't sure where to start with writing your OKRs, take a look at our OKR examples including company-wide examples, OKR examples for executives, and OKRs for specific departments in your organization. Have an excel-based project tracking tool for all projects that were started or completed this quarter. The purpose of OKR goal-setting is to change and improve your business situation. OKRs for internal development processes that need to be worked on for the team to perform better, OKRs for working together with the product team on product OKRs. These 20 examples should spark your growth team's interest in working with the OKR methodology. Achievable - don't bite over too much. New hires spend 30 hours on training in the first two weeks. Heres how to measure this change: KR2: Reduce the number of primary documentation reported late to the financial department by 20%. Replace old tools and software with advanced . Objective: Improve our presence on relevant review websites, forums, and groups to nurture leads with high buying intent. You also have the option to opt-out of these cookies. Take a course on Google Analytics, and learn how to read reports. KR 1: Increase lead generation initiatives and outbound sales activities by 60% to boost revenue. What is the real reason why this is so important right now? Why are we not the best yet? and come up with 3 improvements, KR2: Benchmark everything related to product to 10 key competitors, KR3: Get 100 customers survey responses on their thoughts on where we need to be better, KR4: Create an list of 3 company-wide improvement areas. Several top companies like Netflix, Google, Adobe, etc., have achieved amazing successes with the implementation of OKR software. Key Results. These cookies will be stored in your browser only with your consent. Online Marketing OKR examples Problem Statement: The Digital Marketing Team have been told by their Head of Marketing that they need to improve online sales and lead generation. People Operations OKR examples 6. Below is an Objective example to address the conclusions that came out of the marketing team discussion above. Try the OKR writing assistant to test the quality of your Objectives and Key Results. When everything is a priority, nothing is. Waitarent key results the same as tasks? But writing OKRs is no biggie you just need to identify an objective, its key results and the initiatives youll take to achieve them. This takes many shapes, so it's easier to describe with an example. Key Result 1. OKRs in general, should focus not on outputs but on outcomes; on impacts rather than tactics. Companies should use an employee communication platform available on both mobile and desktop to meet the needs of a hybrid workforce. Key Result 3. It is a goal-setting framework used by individuals and teams. OKR achieves this by organizing employees and the work they do . Help these teams to decompose what they do into repeatable steps and then find metrics (and key results) which demonstrate that their day-to-day capabilities are improving. OKRs are built on big-picture goals and targets that are designed to push employees and companies forward, so they should toe the line of "almost impossible." . So we need to understand their decision-making process better and provide answers to their questions. The OKRs methodology is a system for setting, cascading and communicating goals throughout your company. For example, for this particular HR Objective you can start with improving communication: You need to create a habit of open communication every week so that both teams start relying on each other more and feeling more like being in the same boat. 21% 10% 19%. Decent Objective: Expand our services to offer more value to enterprise clients. In most companies,top-levelmanagementdecides what the goals are and everyone else has to follow. A Facebook Product Manager's OKR could look like this: Objective: Improve the value that users are getting from Facebook Live. Get more stuff done without losing sleep. Setup a new crash monitoring system that covers 5 new metrics. OKR Examples For Marketing Team Objective 1: Bringing new leads to the website Key result 1: Increase the monthly visitors to the website from 12,000 to 20,000 Key result 2: Decrease home page bounce rate from 65% to 40% Key result 3: Increase direct response score from 45 to 70 Objective 2: Achieve record acquisition metrics Did you spot a lagging Key Performance Indicator? For the following four quarters, have a reliable turnover prediction. Project managers are great at writing project plan which in turn help them to write Project Management OKRs. How can different teams translate ideas into action with Objectives and Key Results? Contents: 1. Check out these OKR examplesand tips for tracking key resultsfirst. But first, let's start with a quick guide to using OKR examples. What do we need to fix or improve? In an OKR implementation, the objective is qualitative and answers the question of what is to be accomplished. Try in Mooncamp. A trick to help differentiate a key result and task is to remember: Now we know the distinction between an objective, key result, and task, lets dive into the writing tips! Design a draft and get approval from client Q2 FY 2017-18. Engineering OKR examples 7. For your convenience, we've divided them up into categories. A2: Also, it takes a very long time for us to determine a type of expense to enter it correctly into the ERP system. Introduced and popularized in the 1970s at Intel, it has since spread throughout technology companies as a way to help employees understand and be engaged in an enterprise's charter. KR3: Increase weekly satisfaction with communication quality (between Compliance and Business Development) from 2/10 (current) to 7/10. This website uses cookies to improve your experience while you navigate through the website. In our current example, the problem is that the payment confirmation process needs to go faster (from making a request to making the transaction). Sales OKR examples 5. Making the payment confirmation process easier is one possible solution. KR 2: Generate more than 100 leads by attending at least five B2B industry events. So, in the team discussion, it became obvious that team managers are struggling when submitting payment requests to the financial department, and its not clear to them how invoices and receipts should be handled. With real-world examples from our OKR experts. Having a wrong hypothesis is better than having none at all. How to improve it: change it to a problem statement. Objective 2: Relaunch the company blog. But its a decent Objective because it tells you both the focus area, and why it is important. Companies want to achieve 100% of their committed OKRs. . This is even more true of research, operations, QA, and support. Here are some examples to help you map your own goals. Administrative OKRs assist leaders determine if they are focusing on routine duties or adding value to the company. This way, all theteamhas tofocuson is tackling those 8 key results throughout the year! The quick guide to using OKR examples 2. OKRs (Objectives and Key Results) helps in goal alignment and increase collaboration and productivity. What are the best practices involved & how do you know if a certain KR is better than the other one. What are you trying to fix? First of all, the team has discovered that it takes a very long time for them to determine a type of expense to enter it correctly into the system. Survey backend, frontend and data devs to develop 5 new metrics. Try Weekdone OKR Tool Engineering OKRs for Quality Assurance Improve the quality of our releases With real-world examples from our OKR experts. KR3: Reach 8/10 average score on customer satisfaction survey with at least 100 responses. OKR examples. 1. An OKR best practice is to start with top corporate objectives which are then cascaded to department or team OKRs. To answer these questions we created this database of example OKRs so you can get started and write your own company, department, or team OKRs. Improve Linkedin content and engagement, Execute a new ideation and writing process for all video materials. What are we trying to impact with this campaign? All you need to know about building a brand. Decent Objective: Improve sales demo quality to ensure recurring purchases and long-term relationships with customers. This is how we will know if the angle we chose and the pitch we present are the right ones to spark interest. OBJECTIVE: sell $200k in bookings Key results: Win 500 deals worth $10 to 15k each; Conduct 10 demos, with $2k bookings each; Qualify 100 leads, with $500 bookings; OBJECTIVE: grow our business Key results: Grow revenue to $10m; Increase customer satisfaction . KR3: At least 50% of lost deals reply to the why not us survey. A project management tool encourages teams to own their progress to achieve the shared objectives. It means we are doing something wrong in the early stages. It could be even a good idea to create a leaderboard for team managers who bring documents on time! Committed OKRs are the agreed-upon goals prioritized to reach company success. For example, your company cansettwoannual OKRs each with fourkey results. The benefits of the framework include a better focus on results that matter, increased transparency, and better (strategic) alignment. If you have a task success rate of 70%, increasing it to 90% will be an improvement in user experience. CRO OKR examples. Instead of a cascading approach, the process isbi-directional theOKR setting processincludes everyone in the company! OBJECTIVE: Create a community for our partners/resellers (MQLs). This OKR guide is divided into three parts. $2500 $7500 $3526.86. So we say yes to every request and tell ourselves its just part of the job. How to improve it: define what every word really means. Offer a positive onboarding experience for remote employees, Implement detailed product testing for every major launch, Build and lead a world-class product team, Increase product learning across the organization, Create an Awards promotion preparation strategy, Define clear policies for task completion, Improve cross-functional meetings and processes, Increase hiring and training activities. Key Result: Survey the sales team to learn about products of interest to customers. Women make up at least 40% of all team members. For more tips on marketing OKRs, read our in-depth guide. So your Team Objectives should be connected to a bigger picture and focused exclusively on the things that could have the biggest impact right now, and everything else should wait. This is why writing effective OKRs is important to understand how their daily work and performance impact the bigger picture. KR 3: Increase customer conversation rate to XX%. Your hypothesis is that by growing good reviews and active commenting, you can make your voice heard and showcase your expertise to potential new clients. Q2-2021 Dispute Ratio. Get OKR Examples in: . . So the struggle is real, and the change for the better would be clearly noticeable. When we were fixing the issues with reports in Google Analytics, we also noticed that our blog has a low visitor-to-signup conversion rate. Browse our OKR examples library below, and feel free to use any examples as a jumpstart to your team OKRs! OKRs for project management bring a unified understanding of the outcomes that a project would like to achieve. 18%. Map and assess your objectives and key results within specific time frames; We need to work on having better email communication that engages customers. OBJECTIVE: Launch the new product successfully. Our extensive list of OKR examples should help guide the way. OKR Examples for CEOs. With the Objective focused on the review websites, forums and groups you start thinking: If we manage to start engaging discussions anywhere on the web, people should pick them up, and the volume of brand mentions would increase. 80% of locations moved to automated booking. Marketing OKR examples 9. 55% rise in gross profit margin from 48%. But when youresetting OKRs,its another story. KR1: Increase the number of positive brand mentions on the web from 3000 to 6000 (30-days average). The acronym OKR stands for Objectives and Key Results, a popular goal management framework that helps companies implement and execute strategy. research) . Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Objective: Increase revenue by 30 . Control the difference of price paid and the price invoiced for every vendor not more than $5000 every month. You break down ameasurableobjectiveintosimpleresults that help you quicklydetermineif you achieved theobjectiveor not. OKR Examples for Sales Leadership. Let's start with some of the OKR examples to help you quickly get started with the process. Q4-2021 Unplanned Change Requests. Find more sales OKR examples in our guide. Here are some examples of what OKR examples for information technology you could set. These cookies do not store any personal information. Remember, your employees deal with loads of information every day. KR1: Improve conversion % from "trial" to "paid" from 20% to 35%. But if fixing the application procedure does not solve the problem, the team will have to keep thinking about other solutions. kr2 Spend 95% of authorized capital project dollars by the end of the fiscal year. Try in app. With real-world examples from our OKR experts. Objective 1: Successfully launch version 3 of our product Key Result 1: Increase follower count on Instagram and TikTok from 6,000 to 10,000 #1. Achieving this OKR is far from easy and requires way . You might figure out that focusing on improvement areas is a good choice. Third of all, the finance team would want to focus on making the payment confirmation process easier so that applications can reach the finance department faster from the moment when team managers submit them. Key result (KR) Example: It quantifies the OKR's objective and breaks it into specific metrics that can be used to measure the achievement of the Objectives. Third-party reviews have more credibility than our own website messaging. Here are OKR examples for various departments: OKR examples for CEOs Because OKRs are used to align all teams with an organization's top goals, your entire company's OKRs are only as effective as the ones you set at the very top. There are a few preparation steps the team needs to take to answer that question: A proper team discussion might take a week or two but you should put all of your ideas in writing, ask each other clarifying questions, and try to agree on a hypothesis that your entire team believes to be the most promising one. 1. Choose a related job position from the group below: Recruitment Manger What should the finance department focus on to help the company achieve cross-team collaboration? OKRsone of the most popular goal management methodologies used by companies like Google, Netflix, and Twitter is the secret sauce to creating alignment around measurable goals and objectives in an organization. Improvement work is extremely important, and if you dont find the time for it, your business will suffer the consequences. Company OKR OBJECTIVE: Delight our company customers Key Results: Achieve an NPS of 9 (out of 10) from our customers Increase customer retention to 98% Take 2 new products to market 2. Focusing on outcomes (as opposed to to-do lists) is a productivity life-hack and the greatest advantage of the OKR methodology. Before we dive into how to create OKRs, lets walk through the difference between objectives, key results, and tasks. Once you have a balance of both aspirational and operational CEO-level OKRs, you can then begin to cascade goals throughout the rest of the company to achieve organizational alignment. Access and track your OKRs from a central source of truth with ClickUp Goals. Technically, improving cross-functional collaboration is a responsibility of each team but, without intervention, things are not going to improve. Choose a related job position from the group below: Objective: Create a successful recruitment LinkedIn outreach campaign for Senior Engineering experts, KR1: Conduct seminars in universities & collect over 100 emails for the talent pool, KR2: Harvest LinkedIn to source 250 potential new candidates, KR3: Redesign our careers webpage to drive 5% increase in website applicants, Objective: Research & improve best job advertising practices, KR1: Review competitors hiring campaigns and gather 3 insights we could use, KR3: Increase average qualified candidates per advert from 10 to 15, Objective: Improve internal communication and workflows to reduce rework and misalignment, KR1: Moderate 13 alignment sessions between CS and Development with at least 80% of team members attending, KR2: Reduce the % of resolved tasks being reopened by the owner for further iterations, KR3: Organize 7 team presentations with each team presenting their internal wins and challenges, KR4: Increase weekly satisfaction with communication quality (between Compliance and Business Development) from 2/10 (current) to 7/10, Objective: Improve the new-hire onboarding process in the Product team to ensure talent retention, KR1: Complete 5 sections of the must-have onboarding toolkit, KR2: Interview 7 team members about their own onboarding experience and what they would improve about it, KR3: Achieve average onboarding satisfaction score of 8/10 points, Objective: Research improvement opportunities for a better onboarding process, KR1: Interview 6 department heads about their current onboarding process, KR2: Interview 10 new joiners to collect feedback on the onboarding process, KR3: Research 5 competitors onboarding practices for different departments, Objective: Understand employees training needs and implement a training program, KR1: Interview 80% of employees and list the top 3 key competencies that need to be developed, KR2: Complete 3 key competency training sessions with an average score over 80%, KR3: Follow up with all participants and 70% feel more confident with work tasks, Objective: Improve our presence on relevant review websites, forums and groups to nurture leads with high buying intent, KR1: Increase the number of positive brand mentions on web from 3000 to 6000 (30-days average), KR2: Increase the number of published reviews from 10 to 50 on Capterra, KR3: Achieve 60+ demo requests from discussion forums & groups, KR4: Make sure 80+% of demo requests are further qualified as good leads, Objective: Improve our content distribution via forums and communities, KR1: Research 20 relevant communities for each platform: Quora, Reddit, LinkedIn, Facebook, KR2: Prepare 40 post templates to distribute our blog articles in the comments section, KR3: Increase our blog traffic from 5,000 to 8,000 new visitors per months coming from forums and communities, Objective: Improve the SEO of our cornerstone content, KR1: 10 cornerstone content articles has 5 or more backlinks, KR2: Publish 10 guest blog posts linking to cornerstone content on relevant sites with DA 40+, KR3: 15 cornerstone content articles has at least 10 internal links, KR4: 100% of our cornerstone content loads in 3 seconds or less, Objective: Improve community management to encourage positive word-of-mouth, KR1: Increase the # of referrals from clients 2% to 15%, KR2: Grow the newsletter contact base from 1000 to 4000 people, KR3: Increase the number of signups from the testimonials page from 200 to 500, Objective: Establish a strong brand presence in the new city to put our name next to the biggest local competitors, KR1: Get 5 earned placements in local media, KR2: Collaborate with industry influencers that drive pre-orders worth $100,000, KR3: Achieve 5000 mentions on social media of our brand name next to the biggest local competitors, Objective: Run messaging and timing experiments in top channels to generate more Marketing Qualified Leads (MQLs), KR1: Increase email marketing MQLs from 100 to 150, KR2: Increase AdWords MQLs from 70 to 100, KR3: Increase organic search MQLs from 45 to 60, Objective: Revamp our approach to promoting virtual events to improve outbound marketing performance, KR2: 200+ prospects from conferences, exhibitions and networking events, KR3: 100+ qualified leads from outreach campaign, Objective: Improve our Google Ads campaigns on the UK market, KR1: Run 10 Google Ads campaigns for 10 different target groups in the UK, KR2: Increase paid new visitors in the UK from 1000 to 2500 per month, Objective: Increase community engagement on our social media pages, KR1: Increase the number of posts with 30+ comments from 2 to 30, KR2: Convert 60% of new leads coming from influencers, KR3: Increase average Instagram Stories views from 5,000 to 10,000 on average, Objective: Improve the way we nurture relationships with potential customers at an early stage, KR1: Increase the number of second meetings booked from 10% to 40% on average, KR2: Improve the email response rate from 5% to 10%, KR3: Receive at least 50% of lost deals replying to the why not us survey, Objective: Increase the quality of our sales approach, KR1: Have all (10) salespeople listen in to at least 3 product demos of other team members, KR2: All (10) salespeople complete best practices sales process training with 80% test score, KR3: SQL to Win rate improves from 35% to 45%, Objective: Research early-stage customers expectations and needs so we can improve the areas that actually matter, KR1: Watch 100 early-stage product usage recordings and summarize learnings, KR2: Get 30 interviews from early-stage customers, KR3: Analyze all the learnings and agree on the 3 main areas to be worked on, Objective: Get different customer types to complete their respective jobs in the product faster in the first entry, KR1: Increase the % of HR admins who use the pulse survey feature within 7 days after sign up from 10 to 25 %, KR2: Increase the % of company leaders who set up a birds eye view dashboard within 7 days after sign up from 2 to 20 %, KR3: Increase % of users who login 3 times within 10 days after sign-up from 5 to 15 %, Objective: Improve user onboarding and activation experience, KR1: Increase self-serve activation rate from 15% to 30%, KR2: Reduce time to wow moment (using your main feature) from 4 days to 1 day, KR3: Increase profile completion rate from 40% to 85%, KR4: Improve paid trial conversion from 27% to 35%, Objective: Allow more personalization opportunities to create an emotional attachment to the product, KR1: Increase the number of users who customize their personal dashboard from 20 to 45 %, KR2: Enable the most commonly asked customizations and get at least 1000 users to change at least one of them, KR3: Reduce the users usage drop-off after 40 days average from 60 to 40 %, Objective: Find the product-market fit for the Ideal Customer Profile (ICP), KR1: Conduct 15 problem interviews with buyers that match our ICP, KR2: Get an internal feedback score of 10/10 from the sales team, KR3: Get usability score above 8/10 on UX mockups from 15 existing customers, KR4: Test top 5 ideas that come from the interviews, Objective: Increase the number of new features in the pipeline, KR1: Total # of new features in consideration, estimation, or planning stages increased from 2 to 5, KR2: Increase the total # of new features in active development from 3 to 7 per quarter, KR3: Increase the total # of new features released from 3 to 5 per quarter, Objective: Make the office a desirable place to work, KR1: Gather feedback from 80% employees on improvement ideas, KR3: Confirm improvements in discussion with 10 people, Objective: Improve internal document management system, KR1: All 7 teams agree and implement folder structures, KR2: 7 teams complete the move and consolidation of 100% of a document to the new structure, KR3: Collect feedback from all users and over 80% are positive, Objective: Test A, B, C tools to select the best one, KR1: Test the development process with A, B, C tools on 6 different features, KR2: Evaluate tools A, B, and C with 4 main parameters (1-speed, 2-accuracy, 3-security, 4-integration with other tools) to determine which one matches our needs, KR3: Test the tool with the highest matching score developing 5 more features to ensure consistent results, Objective: Support Marketing with designed content that catches more attention, KR1: Add infographics to our blog post and achieve 100 downloads per post on average, KR2: Update current ad designs to increase ad clicks from 11k to 20k, KR3: Redesign our e-book page to increase conversion rate of page views to downloads from 40% to 60%, Objective: Become a strong design driven company, KR1: All 7 teams participate in the new guidelines presentation meeting, KR2: All 24 of our software page layouts have been updated based on new guidelines, KR3: All 7 teams have their public and shareable materials only with our design, KR4: Employee survey confirms that 90% of employees feel that we stick to our design more then before, Objective: Improve budgeting transparency and update speed, KR1: Confirm structure meets the needs of 5 Teams Leaders and CEO (6 people), KR2: Reduce expense submission entry from 30 days to 7 days, KR3: Maintain expense to revenue ratio of 30% or less, Objective: Improve satisfaction with customer support team, KR1: Increase good and great ratings from 40 to 60, KR2: Develop 15 full answers to common questions, KR3: Improve first time response rate from 60 to 30 minutes average, Objective: Be excellent and customer-centric in whatever we do, KR1: All 6 teams have an internal brainstorm meeting: How can we improve?
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