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)
GTM operations and reporting aligned to customer journey - Online & Enterprise | Community vs Commercial
Instrumented Journey - Web, products, GTM processes consistently defined & measured
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
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