Cheri Holmeschanged title from FY21-Q4 CEO KR: All X pain points in fullfillment are addressed and Zuora is the SSoT for subscriptions to FY21-Q4 CEO KR: All X pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions
changed title from FY21-Q4 CEO KR: All X pain points in fullfillment are addressed and Zuora is the SSoT for subscriptions to FY21-Q4 CEO KR: All X pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions
Cheri Holmeschanged health status to needs attention
@sytses@cheriholmes Here's the OKR language I'm proposing for a product OKR that supports this CEO OKR. Would it be ok to use the same language for the Objective for both the CEO OKR and the Product OKR?
EVP, Product: Materially improve purchasing and licensing workflows, to improve sales efficiency
KR1: (VP, Product) Deliver new cloud licensing system MVP
KR2: (VP, Product) Hire a new Group Product Manager and Principal Product Manager for the Fulfillment section
KR3: (VP, Product) Retain a support ticket per subscription ratio for Fulfillment related requests of 4.25% or less
Either way, @amandarueda@bmarnane@chris_baus is the language Sid is proposing in the Objective something Fulfillment can commit to? If so, what's the number we should use for "X"?
@sfwgitlab Based on the discussion today we will put forward a discussion paper and recommendation for the SSOT work, but at this stage I'm unsure how much engineering capacity we will need to dedicate to it, and what the trade offs will be with other priorities (which will be a decision for @amandarueda). We'll have a better picture within the next 2 weeks or so whether (or to what extent) this action is achievable.
With regards to the X for pain points, an option that we can measure is to use our existing demo process for Fulfillment, and commit to an average UX score of 4/5 (Experience is viewed as good and is easy to complete) for each of the sales workflows (GitLab.com e-commerce, GitLab.com Sales Assisted, Self-manage e-commerce, Self-manage Sales Assisted, Self-manage web renewals).
@bmarnane@amandarueda@chris_baus - if you have a suggestion for either the # of pain points or a different way to word this KR, please share. We'd like to share an estimated # for X today, but we can push to early next week.
Yesterday @amandarueda landed on "10 of 16 pain points in fulfillment". The pain points are based on the ones Amanda called out in the Fulfillment ecosystem doc, which subsequently turned into a series of epics. Amanda estimated that based on her current priorities and roadmap that 10 of them could land in Q4. As y'all advance with your planning, feel free to update this goal as you learn more.
Cheri Holmeschanged title from FY21-Q4 CEO KR: All X pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions to FY21-Q4 CEO KR: All 10 of 16 pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions
changed title from FY21-Q4 CEO KR: All X pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions to FY21-Q4 CEO KR: All 10 of 16 pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions
Cheri Holmeschanged title from FY21-Q4 CEO KR: All 10 of 16 pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions to FY21-Q4 CEO KR: 10 of 16 identified pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions.
changed title from FY21-Q4 CEO KR: All 10 of 16 pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions to FY21-Q4 CEO KR: 10 of 16 identified pain points in fulfillment are addressed and Zuora is the SSoT for subscriptions.
I'm going to call out here that the Zuora SSOT portion of this OKR will not be met. We've proceeded on system design, but not prioritised any implementation due to higher priority initiatives.
As of 2021-01-20 we've completed 6 of 16 pain points, 2 are currently in progress but likely won't complete by end of month. This means we'll carry the remaining 10 pain points into FY22Q1. All issues are tracked via this epic: gitlab-org&4420 (closed)