FY20-Q3 Support IACV OKR: Create sustainable process to achieve 85% performance to Next Response Time SLA =>40%
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Global KPI performance is at or above 85% on a rolling 30 day average => 40%, trending up but just above 80%.
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The oldest follow up response on a ticket is less than 3 days => 50%, median # responses is 4
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Appropriate new workflows are introduced, adopted and documented in handbook by the team => 50%, 4 modes of support and FRT Hawk changes in
Retrospective
Good
- Trend toward target is positive and maintaining 30 day rolling average above 80%.
Bad
- Did not successfully achieve target consistently.
Try
- Ticket assignments to coincide with FRT hawks (triage) approach.