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Business Operations (10%)

FY20 Business Operations VPMOM (TBA)

Vision
Priorities

Methods

  • Automated deals under $5K
    Obstacles
    Measures
  • NPS for all purchase experiences, including renewals

Vision

  • Fulfill operational needs for the core business functions efficiently

Priorities

  1. Customer Obsession - Know our customers and align our GTM to their journeys through data, automation and process
  2. Aligned Communities - One version of data across company and community
  3. Conscious Competence - Understand what's working and not working
  4. Earn Trust and Iterate - Systems work and continually improve
  5. High Impact then Efficient - Priorities addressed and efficiency gains follow

Methods (just starting)

  1. GTM operations and reporting aligned to customer journey - Online & Enterprise | Community vs Commercial

  2. Instrumented Journey - Web, products, GTM processes consistently defined & measured

  3. Decision Support Platform - Reporting, analytics, data warehousing, automated ETL established

  4. Something about data wallows/drill downs

  5. Subscription Management - Purchase, renewal expansion with taxes, rev share back ends work

  6. Diligence Ready - Ready for diligence on custom agreements, taxes, export regs, etc.

  7. Mattermost as data platform - We are our best demo 8. Process and Documentation

FY20 Standard Operating Procedures (TBA)

Vision

  • Operate efficiently with Standard Operating Procedures (SOPs) that are aligned, documented, easy-to-use and deliver value quickly

Priorities

  • Alignment - SOPs should clearly align to vetted VPMOMs
  • Documented - All SOPs found online through web search
  • Easy-to-use - Experience of using SOPs is fast, obvious and forgiving
  • Agreed - RAPID feedback and agreement achieved
  • Delivery Value Quickly - We move faster with SOPs, not slower

Methods

  • Table of Contents - Public list and link all SOPs at Operations section of handbook.mattermost.com
  • RAPID review - Update SOPs with RAPID stakeholder review
  • Onboard and train - Include on-boarding, training for new and updated SOPs
  • SOP iteration - Measure, monitor and manage SOPs

Obstacles

  • Too many procedures stored in email, channels and tribal knowledge
  • Too many undocumented, unclear procedures
  • Duplicate, conflicted procedure documented
  • People not knowing about and/or following SOPs

Measures

  • Number of unlisted procedures (no TOC listing)
  • Number of undocumented procedures
  • Error rate by SOP