Brave New Work 11. The Journey To Self-Managing Teams with Doug Seacrist
At Work with The Ready
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Transformation to Self-Managed System and Metrics Improvements in Support Organization
The support organization embarked on a journey towards self-management, transitioning from industry standard metrics like call answer rate and speed to answer. Initially achieving 70% answer rate at 1 minute 30 seconds, they realized the need for improvement. After pushing themselves to 80-85% through their efforts, their transformation began in October 2018, leading to exceptional results. Despite challenges and a temporary dip in metrics, they achieved 95-99% answer rates at 15-20 seconds speed to answer. The transformation also resulted in improved efficiency even with a reduced headcount, demonstrating the team's dedication and ability to adapt to change.
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