Improve quality of incident resolution by the resolver team

This OKR, entitled "Improve quality of incident resolution by the resolver team", aims to enhance the effectiveness of the team handling problems or incidents. The key goal is to heighten the quality of incident resolution by this particular team, with a series of specific objectives and initiatives to realize this ambition.

The first objective is to decrease the incident recurrence rate by 20% via improved problem management. This will be achieved through initiatives such as thorough incident tracking and analysis, proactive incident prevention measures, and advanced problem-solving training. By identifying recurring issues and intervening proactively, the team can mitigate recurring incidents.

The second objective is to reduce the average resolution time per incident by 25% by refining processes. This will be realized through establishing strict guidelines for incident resolution, training the staff in efficient problem-solving techniques, and implementing a proficient incident management system. Through better process management, resolution times can be significantly decreased.

Lastly, there is a goal to increase first-time resolution rate by 15% through the implementation of advanced troubleshooting training. This strategy includes developing a comprehensive training program, regular monitoring, and evaluation of its effectiveness, and mandatory training for all technicians. This ensures the resolution team is better equipped to handle incidents independently and proficiently, therefore increasing efficiency.