FY20-Q2 Support Department OKR: Strengthen Support's Skill Base => 33%
[x] Ensure expertise among each region for each area is being developed [ ] Develop a cross-regional plan for learning and team development [ ] Host 3 "deep dives", at least one of which hosted in a non-Americas region.
Retrospective
- Overall, this kind of went by the way-side. I talked with teams and found competence in each region, but not expertise. As we measure "expertise" with boot camps, this might reflect on a flawed definition of the word.
Good
- Talking with teams, I found each region has competence in the majority of areas.
- I found teams were willing to attend deep dives (to a degree), but hosting them was a different matter.
Bad
- Deep dives were not hosted. A retrospective on past ones has shown low attendance and have not been show to aid in ticket responses.
Try
- Better define a method for obtaining "expertise"
- Hosting weekly ticket crush sessions to help resolve issues as a group
- Have team develop Administrator Troubleshooting Guides
- Improve replication process
Edited by Tom Cooney