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tability.ioWhat are Service Efficiency 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 Efficiency. 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.
Service Efficiency OKRs examples
You'll find below a list of Objectives and Key Results templates for Service Efficiency. We also included strategic projects for each template to make it easier to understand the difference between key results and projects.
Hope you'll find this helpful!
OKRs to improve IT Service Management process efficiency and efficacy
ObjectiveImprove IT Service Management process efficiency and efficacy
KRImplement two new service improvement projects
Identify areas in the service sector that need improvement- Commence execution of the project plan steps
- Develop detailed project plans for improvements
- KRAchieve 95% service request satisfaction
- Solicit and incorporate feedback from service users
- Regularly train staff to improve quality of customer service
- Implement a system for tracking and resolving requests efficiently
- KRReduce system-related incidents by 20%
- Train staff on correct system usage
- Implement regular system maintenance and upgrades
- Enhance system security measures
OKRs to enhance service efficiency and transformation via innovation and benchmarking
- ObjectiveEnhance service efficiency and transformation via innovation and benchmarking
- KRBenchmark our services against 3 industry-leading competitors to identify improvement opportunities
- Identify 3 industry-leading competitors relevant to our services
- Analyze and benchmark our services against these competitors
- Identify and document possible improvement opportunities
- KRIncrease service process efficiency by 25% through the use of lean techniques
- Monitor, review and adjust new processes regularly
- Analyze and eliminate inefficiencies in current processes
- Implement lean techniques training for service process teams
- KRImplement 2 new innovative solutions that transform our services and add value
- Research and identify two innovative solutions for services
- Evaluate and measure added value post-implementation
- Develop implementation plans for chosen innovations
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%
- Monitor feedback and swiftly address client complaints
- Conduct regular surveys to understand client needs and expectations
- Implement training programs to enhance customer service skills
- KRReduce average case handling time by 20%
- Regularly review and optimize case handling strategies
- Streamline case-related processes and resources
- Implement efficient case-handling training for all staff
- KRComplete 100% of legal documents without any errors
- Update and correct any errors found immediately
- Review all legal documents thoroughly for accuracy
- Obtain professional legal counsel for document verification
OKRs to enhance the efficiency and reliability of IT services
- ObjectiveEnhance the efficiency and reliability of IT services
- KRDecrease system downtime by 20%
- Implement regular preventive maintenance on all system components
- Establish robust disaster recovery and backup plans
- Upgrade outdated hardware and software components
- KRImplement proactive maintenance on 95% of servers
- Assign a maintenance team to apply the protocol to identified servers
- Identify all servers needing proactive maintenance
- Develop and document a proactive maintenance protocol
- KRIncrease customer satisfaction scores by 15% via improved service delivery
- Train staff in advanced customer service techniques
- Implement a robust customer feedback system
- Streamline service delivery for efficiency
OKRs to enhance Product Service Management Efficiency
- ObjectiveEnhance Product Service Management Efficiency
- KRIncrease product service team training sessions by 50%
- Schedule additional training sessions accordingly
- Identify current number of weekly training sessions
- Calculate necessary increase to achieve 50% rise
- KRImplement new software to decrease customer response time by 20%
- Purchase, install, and configure the identified software
- Identify software capable of enhancing customer service response speed
- Train customer service representatives on new software usage
- KRImprove customer satisfaction rate on product services by 30%
- Update and upgrade product based on customer feedback
- Establish a fast and effective complaint resolution procedure
- Implement regular training programs for customer service staff
OKRs to streamline service offering assistance process
- ObjectiveStreamline service offering assistance process
- KRAchieve 95% customer satisfaction score for service offerings
- Enhance and improve service offerings based on reviews
- Analyze feedback regularly and address negative responses
- Implement robust customer feedback collection method
- KRTrain 100% of customer service team on new streamlined process
- Monitor implementation and provide follow-up training as needed
- Develop training program focused on new streamlined process
- Schedule mandatory training sessions for all team members
- KRReduce service offering process steps by 30% to improve efficiency
- Implement automation for repetitive tasks
- Identify and eliminate redundant steps in service process
- Train staff for streamlined service process
OKRs to improve Service Desk's first contact resolution rate
- ObjectiveImprove Service Desk's first contact resolution rate
- KRImplement service desk software to reduce response time by 20%
- Implement and monitor the software usage
- Evaluate different service desk software options
- Train the staff on the selected software
- KRIncrease staff training programs by 30% to enhance first contact issue resolution
- Identify areas in current training needing improvement
- Implement and evaluate these programs
- Develop new training programs covering those areas
- KRImprove feedback system to close 15% more cases on first contact
- Conduct training on handling feedback efficiently for first-contact resolution
- Implement a mandatory customer feedback feature on resolved cases
- Optimize the case management system for faster closure based on feedback
OKRs to enhance effectiveness of ITSM help desk operations
- ObjectiveEnhance effectiveness of ITSM help desk operations
- KRIncrease ticket resolution rate by 30%
- Employ additional qualified customer service representatives
- Streamline ticket resolution process for efficiency
- Implement training sessions for enhanced customer service skills
- KRImprove customer satisfaction score by 15%
- Implement comprehensive employee customer service training
- Enhance product or service quality based on reviews
- Regularly solicit customer feedback and make improvements
- KRReduce average response time to within 2 hours
- Allocate more resources to customer service interactions
- Train staff on speedy, effective response methods
- Implement a more efficient ticketing system
OKRs to enhance efficiency in handling travel time requests
- ObjectiveEnhance efficiency in handling travel time requests
- KRRead and analyze 10 research articles per week to improve response quality
- Schedule dedicated time blocks for reading
- Write analysis notes for each article
- Identify 10 relevant research articles each week
- KRReduce average response time for requests to two business days
- Monitor and improve the current request workflow
- Implement an efficient ticketing system for quicker request assignment
- Train staff to prioritize and process requests effectively
- KRIncrease request resolution rate to 95%
- Improve the training of customer service representatives
- Implement effective resolution procedures and guidelines
- Monitor closely and optimize resolution metrics
OKRs to enhance performance testing for v2 services
- ObjectiveEnhance performance testing for v2 services
- KRImprove system ability to handle peak load by 30%
- Optimize current system code for better efficiency
- Implement load balancing techniques across the servers
- Increase server capacity to handle increased load
- KRIdentify and reduce service response time by 20%
- Analyze current service response times
- Implement solutions to enhance service speed by 20%
- Identify bottlenecks and inefficiencies in service delivery
- KRAchieve 100% test coverage for all v2 services
- Implement and run newly developed tests
- Identify and create additional tests needed
- Review current test coverage for all v2 services
How to write your own Service Efficiency OKRs
1. Get tailored OKRs with an AI
You'll find some examples below, but it's likely that you have very specific needs that won't be covered.
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.
- 1. Go to Tability's plan editor
- 2. Click on the "Generate goals using AI" button
- 3. Use natural language to describe 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.
- 1. Go to Tability's plan editor
- 2. Add your existing OKRs (you can import them from a spreadsheet)
- 3. Click on "Generate analysis"
Tability's Strategy Map makes it easy to see all your org's OKRsTability 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 Efficiency 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 Efficiency OKRs
Your quarterly OKRs should be tracked weekly in order to get all the benefits of the OKRs framework. Reviewing progress periodically has several advantages:
- It brings the goals back to the top of the mind
- It will highlight poorly set OKRs
- It will surface execution risks
- It improves transparency and accountability
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 Efficiency OKR templates
We have more templates to help you draft your team goals and OKRs.
- OKRs to decrease Mean Time to Repair (MTTR) and Mean Time to Detect (MTTTD)
- OKRs to establish a high-performing IT team
- OKRs to successfully launch the tech startup
- OKRs to boost LinkedIn follower base by 20%
- OKRs to enhance the product management skills of our team
- OKRs to enhance employee recruitment, mentorship and development strategies