# 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](http://handbook.mattermost.com/sop/operations.html) * 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 --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://handbook.mattermost.com/0.2.0/operations/business-operations.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.