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10 OKR examples for Service Delivery

What are Service Delivery OKRs?

The Objective and Key Results (OKR) framework is a simple goal-setting methodology that was introduced at Intel by Andy Grove in the 70s. It became popular after John Doerr introduced it to Google in the 90s, and it's now used by teams of all sizes to set and track ambitious goals at scale.

Writing good OKRs can be hard, especially if it's your first time doing it. You'll need to center the focus of your plans around outcomes instead of projects.

We understand that setting OKRs can be challenging, so we have prepared a set of examples tailored for Service Delivery. Take a peek at the templates below to find inspiration and kickstart your goal-setting process.

If you want to learn more about the framework, you can read our OKR guide online.

How to write your own Service Delivery OKRs

Option 1. Turn ideas into OKRs with Tability AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here.

You can use Tability's AI generator to create tailored OKRs based on your specific context. Tability can turn your objective description into a fully editable OKR template -- including tips to help you refine your goals.

Tability will then use your prompt to generate a fully editable OKR template.

Watch the video below to see it in action 👇

Option 2. Optimise existing OKRs with Tability Feedback tool

If you already have existing goals, and you want to improve them. You can use Tability's AI feedback to help you.

AI feedback for OKRs in TabilityTability's Strategy Map makes it easy to see all your org's OKRs

Tability will scan your OKRs and offer different suggestions to improve them. This can range from a small rewrite of a statement to make it clearer to a complete rewrite of the entire OKR.

You can then decide to accept the suggestions or dismiss them if you don't agree.

Option 3. Use the free OKR generator

If you're just looking for some quick inspiration, you can also use our free OKR generator to get a template.

Unlike with Tability, you won't be able to iterate on the templates, but this is still a great way to get started.

Service Delivery OKRs examples

You will find in the next section many different Service Delivery Objectives and Key Results. We've included strategic initiatives in our templates to give you a better idea of the different between the key results (how we measure progress), and the initiatives (what we do to achieve the results).

Hope you'll find this helpful!

OKRs to successful transition from Service Delivery Manager to Product Manager

  • ObjectiveSuccessful transition from Service Delivery Manager to Product Manager
  • KRDevelop and present a new product idea or actionable improvement to the team
  • TaskConduct thorough market research and analyze potential customer needs
  • TaskPrepare and deliver a persuasive presentation to the team
  • TaskDevelop a comprehensive product concept or improvement proposal
  • KRGain foundational knowledge completing a Product Management certification by quarter-end
  • TaskSchedule study sessions to complete coursework
  • TaskEnroll in chosen Product Management course
  • TaskResearch suitable Product Management certification programs
  • KRShadow experienced product managers and attend at least 20 hours of PM meetings
  • TaskSchedule time blocks to observe PM meetings
  • TaskAttend minimum 20 hours of PM meetings
  • TaskIdentify experienced product managers to shadow

OKRs to enhance service delivery through innovation and benchmarking

  • ObjectiveEnhance service delivery through innovation and benchmarking
  • KRCreate and implement 2 innovative solutions to transform existing services
  • TaskDevelop prototypes of the 2 selected solutions
  • TaskImplement and test these innovative solutions in live services
  • TaskBrainstorm new, innovative ways to enhance current services
  • KRBenchmark against 5 industry leaders to identify and implement best practices
  • TaskAnalyze their best practices and methodologies
  • TaskIdentify top 5 industry leaders for benchmark comparison
  • TaskIncorporate identified best practices into our operations
  • KRIncrease service delivery efficiency by 30% using new technological advancements
  • TaskInvestigate latest technology advancements in service delivery
  • TaskMonitor and evaluate tech system effectiveness regularly
  • TaskImplement new tech systems to streamline service processes

OKRs to enhance IT operations and service delivery

  • ObjectiveEnhance IT operations and service delivery
  • KRDecrease ticket resolution time by 15% by improving processes and training
  • TaskDevelop comprehensive procedure training for staff
  • TaskImplement and monitor changes to track improvements
  • TaskAnalyze current ticket resolution processes for inefficiencies
  • KRImplement new software to optimize operations resulting in 20% increase in productivity
  • TaskSelect appropriate productivity software
  • TaskImplement software and train staff
  • TaskIdentify areas of operations needing optimization
  • KRIncrease client satisfaction scores for service delivery by 10% through refined communication
  • TaskTrain staff on effective and empathetic client communication
  • TaskSet up periodic consumer surveys for feedback collection
  • TaskImplement a system for regular client communication updates

OKRs to upgrade technology for improved service delivery

  • ObjectiveUpgrade technology for improved service delivery
  • KRFacilitate 100% access to necessary software and tools
  • TaskPurchase licenses and install prerequisite software
  • TaskProvide training for software utilization
  • TaskIdentify necessary software and tools for all team members
  • KRImprove customer satisfaction rate by 20% due to enhanced service capability
  • TaskImplement service upgrades across various touchpoints
  • TaskTrain staff in advanced customer service techniques
  • TaskCollect, analyze, and respond to customer feedback
  • KRIncrease personnel's technical training participation by 50%
  • TaskOffer incentives for completed technical training programs
  • TaskImplement a mandatory technical training schedule for all personnel
  • TaskIntroduce interactive, engaging technical training methods

OKRs to enhance the efficiency and effectiveness of legal service delivery

  • ObjectiveEnhance the efficiency and effectiveness of legal service delivery
  • KRIncrease client satisfaction rating to 95%
  • TaskMonitor feedback and swiftly address client complaints
  • TaskConduct regular surveys to understand client needs and expectations
  • TaskImplement training programs to enhance customer service skills
  • KRReduce average case handling time by 20%
  • TaskRegularly review and optimize case handling strategies
  • TaskStreamline case-related processes and resources
  • TaskImplement efficient case-handling training for all staff
  • KRComplete 100% of legal documents without any errors
  • TaskUpdate and correct any errors found immediately
  • TaskReview all legal documents thoroughly for accuracy
  • TaskObtain professional legal counsel for document verification

OKRs to enhance customer-centric approach in service delivery

  • ObjectiveEnhance customer-centric approach in service delivery
  • KRImplement at least 3 customer feedback suggestions into operations
  • TaskImplement changes into daily operations
  • TaskIdentify useful suggestions from customer feedback
  • TaskDevelop a plan to incorporate these suggestions
  • KRDecrease service complaint cases by 15%
  • TaskImplement intensive training on customer handling for service staff
  • TaskMonitor and evaluate all service processes regularly
  • TaskIntroduce comprehensive quality control measures
  • KRIncrease customer satisfaction scores by 20%
  • TaskProvide thorough product training for customer support team
  • TaskEstablish a more efficient issue resolution process
  • TaskImplement regular customer feedback surveys

OKRs to improve our delivery of results to clients

  • ObjectiveImprove our delivery of results to clients
  • KRIncrease customer satisfaction rate by 20% through improved result delivery
  • TaskAnalyze feedback to identify areas needing improvement
  • TaskImplement result-oriented training for customer service
  • TaskRegularly monitor and adjust delivery processes
  • KRComplete 95% of projects on time without any delay
  • TaskRegularly review progress towards project deadlines
  • TaskPrioritize jobs based on deadline and complexity
  • TaskImplement efficient project management tools
  • KRReduce error rates in result delivery by 15%
  • TaskImplement comprehensive quality checking procedures
  • TaskConduct regular audits to identify problematic areas
  • TaskProvide additional training to delivery team

OKRs to enhance customer advocacy throughout our service processes

  • ObjectiveEnhance customer advocacy throughout our service processes
  • KRReduce customer complaints by 30% through improved service delivery
  • TaskEstablish a proactive feedback system for customers
  • TaskImplement ongoing customer service training for all staff
  • TaskRegularly review and update service delivery protocols
  • KRIncrease Net Promoter Score (NPS) by 25% initiating customer-first policies
  • TaskOffer consistent, high-quality customer support and after-sales service
  • TaskTrain staff on proactive customer experience strategies and techniques
  • TaskImplement customer feedback mechanisms for improved service provision
  • KRIncrease customer retention rate by 20% with personalized follow-ups
  • TaskTrain staff in personalised customer service techniques
  • TaskImplement customer tracking software for personalized follow-up
  • TaskCreate an effective customer feedback system

OKRs to improve customers' delivery experience significantly

  • ObjectiveImprove customers' delivery experience significantly
  • KRIncrease successful first-attempt deliveries by 30%
  • TaskEnhance communication with customers about delivery schedules
  • TaskImplement rigorous training for delivery personnel
  • TaskImprove delivery routing through advanced logistics software
  • KRReduce average delivery time by 20%
  • TaskTrain drivers on efficient package handling
  • TaskImplement advanced route optimization software
  • TaskUpgrade delivery fleet for speed and efficiency
  • KRAchieve a client satisfaction rating of 90% for delivery service
  • TaskImplement a reliable, fast, and safe delivery service
  • TaskProvide professional and friendly interactions with our clients
  • TaskRegularly solicit and incorporate client feedback for improvements

OKRs to enhance the efficiency and reliability of IT services

  • ObjectiveEnhance the efficiency and reliability of IT services
  • KRDecrease system downtime by 20%
  • TaskImplement regular preventive maintenance on all system components
  • TaskEstablish robust disaster recovery and backup plans
  • TaskUpgrade outdated hardware and software components
  • KRImplement proactive maintenance on 95% of servers
  • TaskAssign a maintenance team to apply the protocol to identified servers
  • TaskIdentify all servers needing proactive maintenance
  • TaskDevelop and document a proactive maintenance protocol
  • KRIncrease customer satisfaction scores by 15% via improved service delivery
  • TaskTrain staff in advanced customer service techniques
  • TaskImplement a robust customer feedback system
  • TaskStreamline service delivery for efficiency

Service Delivery OKR best practices

Generally speaking, your objectives should be ambitious yet achievable, and your key results should be measurable and time-bound (using the SMART framework can be helpful). It is also recommended to list strategic initiatives under your key results, as it'll help you avoid the common mistake of listing projects in your KRs.

Here are a couple of best practices extracted from our OKR implementation guide 👇

Tip #1: Limit the number of key results

The #1 role of OKRs is to help you and your team focus on what really matters. Business-as-usual activities will still be happening, but you do not need to track your entire roadmap in the OKRs.

We recommend having 3-4 objectives, and 3-4 key results per objective. A platform like Tability can run audits on your data to help you identify the plans that have too many goals.

Tip #2: Commit to weekly OKR check-ins

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to get the full value of your OKRs and make your strategy agile – otherwise this is nothing more than a reporting exercise.

Being able to see trends for your key results will also keep yourself honest.

Tip #3: No more than 2 yellow statuses in a row

Yes, this is another tip for goal-tracking instead of goal-setting (but you'll get plenty of OKR examples above). But, once you have your goals defined, it will be your ability to keep the right sense of urgency that will make the difference.

As a rule of thumb, it's best to avoid having more than 2 yellow/at risk statuses in a row.

Make a call on the 3rd update. You should be either back on track, or off track. This sounds harsh but it's the best way to signal risks early enough to fix things.

How to track your Service Delivery OKRs

OKRs without regular progress updates are just KPIs. You'll need to update progress on your OKRs every week to get the full benefits from the framework. Reviewing progress periodically has several advantages:

We recommend using a spreadsheet for your first OKRs cycle. You'll need to get familiar with the scoring and tracking first. Then, you can scale your OKRs process by using a proper OKR-tracking tool for it.

If you're not yet set on a tool, you can check out the 5 best OKR tracking templates guide to find the best way to monitor progress during the quarter.

More Service Delivery OKR templates

We have more templates to help you draft your team goals and OKRs.

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