OKR template to improve MTTR efficiency to enhance customer satisfaction

The fundamental objective of this OKR (Objective Key Results) is to improve Mean Time To Resolution (MTTR) efficiency, thereby enhancing customer satisfaction. One of the critical outcomes aimed for is to minimize human intervention in incident resolution by introducing automation tools. This implementation is expected to reduce manual efforts by 20%. A systematic evaluation of automation tools available and identifying incidents which can be sorted through automation are among the proposed initiatives.

Another critical outcome in this OKR is the improvement of the first-call resolution rate by 10% through enhanced troubleshooting methods. Developing a standard troubleshooting checklist, promoting knowledge sharing among team members, and evaluating performance regularly are some initiatives. A comprehensive training program for troubleshooting methods is also proposed.

The third aspect of this OKR involves a comprehensive training program for the support team to improve their technical abilities and problem-solving skills. An array of team-building activities, online training resources and modules, technical workshops, and regular problem-solving exercises are lined up as initiatives aimed at promoting the team's knowledge, proficiency, and critical thinking abilities.

The final desired outcome is a 15% reduction in average incident response time through process improvement, which is an integral part of MTTR. However, the specific initiatives under this outcome are yet to be laid out.