Foundation KPI development
Overview
This issue is a place for investigating and developing a set of KPIs for the Production Engineering Foundations team.
History
These were the initial set of KPIs set up when Foundations was formed in Reliability, but many were not fully complete or did not yet have ways to visualize or measure them.
Historic KPIs
- Satisfaction ([DIB(https://handbook.gitlab.com/handbook/values/#diversity-inclusion)])
- Foundations Engineering Manager will send out a monthly team satisfaction survey with a range of questions that seek to capture a sense of trust, belonging, inclusion and feeling empowered.
- Success Criteria: no lower than 4 out of 5 average for questions around psychological safety, satisfaction with the team and feeling supported.
- Current status: green
- To encourage people to be as honest as possible, we are not sharing specific results beyond the team.
- Performance (Results)
- OKRs - OKRs are generated each quarter based on current commitments while also including spare capacity for unplanned work.
- Service SLOs
- Success Criteria: Meets or Exceeds availability SLOs for services we own.
- TODO: Create and add link to overview dashboard
- Activity (Results)
- Corrective Actions Over Time (specific to the Foundations Team)
- Success Criteria: Meets or exceeds the Reliability SLO
- Current Status: Green for Sev 1 and Sev 2 CAs.
- Track the rate of closed MRs for projects for services we own.
- Success Criteria: TBD. Gather data to see if there is any correlation between MR activity and reliability numbers for services we own.
- TODO: Add Sisense or Tableau dashboards to visualize these issue metrics
- Corrective Actions Over Time (specific to the Foundations Team)
- Communication and Collaboration
- Customer Satisfaction
- Foundations Engineering Manager will send out quarterly surveys to the rest of Infrastructure with questions regarding ease of collaboration, ease of getting needs met and pain points.
- Success Criteria: average rating of 4 out of 5 for questions about ease of collaboration and getting needs met.
- Current Status: Green
- Most recent Survey Results: June 2023:
- How Easy is it to collaborate with Foundations? 4.25 out of 5
- How Easy is it to get help from Foundations? 4.25 out of 5
- Customer Satisfaction
-
Efficiency and Flow
- Issue/MR Metrics
- Issue Lead Time
- Success Criteria: Meets or exceeds current Reliability SLO
- Throughput times for MRs by team members
- Success Criteria: TBD
- TODO: Add Sisence or Tableau dashboards to visualize these metrics
- Issue Lead Time
- Issue/MR Metrics
Goals
To identify a set of KPIs that can be used to measure the team's success and drive the team's OKRs.
Guidelines
Identify 2-3 measures for the team that the team can impact. We want to reduce the total number of KPIs since there are too many to remember. We will keep the satisfaction surveys, but not consider those as external KPIs, but rather internal team indicators.