We helped one organisation to set OKRs to improve and impact their poor customer experience.
The OKRs they set – the impacts they sought to achieve – were:
- Reduction in existing technical debt to zero.
- Improving the standard of quality of product development to a defect count of zero each Program Increment (3-months).
- Savings in the maintenance costs of $700 USD per year in a program of only 10 teams (approx 100 people).
- Improvement in NPS by 50% due to an improvement in the customer experience.
Their implementation was simply to implement disciplined adoption of Scrum by product development and management teams with the support of our agile coaches and trainers.
Within 9 months, their OKRs were exceeded with a decrease of $1.5M USD OpEx and an NPS increase of 60%. Over the following 18 months, the defect rate was maintained at zero.