Program Playbook

BetterWorks Customer Success

Playbook Introduction

• This playbook is for program managers, program team members, and Goal Masters.

• Use this playbook to develop, launch and run a program leveraging OKRs as a vehicle to consistently deliver targeted results.

• This playbook is not an overview of OKRs, rather a playbook on how to build a program for supporting an OKR program at your company.

• As a program team, review the playbook and tailor the sections that includes specifics that are relevant for your program.

• Make this playbook your own.

The purpose of this playbook is to provide a how-to guide on creating a successful OKR-based program leveraging BetterWorks.

Playbook Introduction

Playbook Introduction

• Have someone in your program team document the answers to each of these questions outlined in the Playbook

• Have the following items in mind:

- Who will run this program? How do we ensure program success? (e.g., do I need a strong executive sponsor? etc.)

- How do I communicate this program to all employees?

- How will new employees learn about OKRs and the program?

What You Will Need

Follow our template to define, launch, and manage your program:

1. Pick the team.2. Select use cases and success metrics.3. Define program guidelines.4. Determine cadence.5. Select and prepare participants.6. Select launch date.7. Communicate the schedule.

Playbook for Achieving Operational Excellence

Your Program Team

Program Manager[NAME]

Executive Sponsor[NAME]

Partners[NAME]

Champions[NAME]

Responsibilities:• Oversees entire

launch and rollout process

• Manages ongoing communication and monitoring

Responsibilities:• Champions goal

setting• Communicates

program progress and status

Responsibilities:• IT: Supports

integrations as needed (e.g., authentication)

• Communications • Learning &

development (e.g., lead training)

Responsibilities:• Complete Goal

Masters certification and become internal OKR / BetterWorks SMEs

• Serve as positive role models

Success Metrics: What Does “Success” Look Like?

Alignment Transparency Engagement

Onboarding

Sample Metric:• At least 50% of goals are

aligned

Sample Metric:• At least 50% of goals are public

Sample Metric• Per survey, employees feel

connected and that contribution matters

Sample Metric:• New hires are onboarded 50%

more quickly

Management

Sample Metrics: • 100% of team has goals• 100% of goals are assessed

with team/manager monthly

Adoption

Sample Metrics:• 75% use BetterWorks at least

once a month• 90% of users have 3+ goals

selected

selected

Recommended Roll Out Approach

Phased Approach Goal Cadence Progress Meetings

Goal Assessment Meetings

Start with a smaller scope and add in phases

Quarterly (How are we progressing)Bi-weekly with Program Team

(Did we achieve our goals?)Quarterly

Communications

Company wide updates, team meetings, email messaging

Company Events

Align to a company wide meeting, or company event

Roll Out Approach: Select Scope and Participants

BetterWorks recommends using one of two approaches:

1. By Levels 2. Narrow and Deep

Start with high-level executives and then

add levels

1 or 2 groups but start with high-level

executives

selected

All approaches use a phased approach• First high level managers create their goals and then assign milestones• Next level builds out goals and then assign milestones

Targeted participants should have 3-5 active goals Check-in at least once a month Goal performance can be an input into the performance

discussion Managers lead by example: Discuss goals in 1-on-1 and

team meetings

Determine Key Policies

It’s best to set expectation early around key policies.

BetterWorks RecommendationsFrequently Asked Questions Q: Does everyone have to participate?

Q: If so, what is an acceptable level of participation?

Q: Does this affect my salary, MBO, bonus?

Q: How do managers support this?

Quarterly: Most effective for keeping people on track but

not adding much overhead

Determine Goal Cadence

How often do we expect to set goals?

BetterWorks RecommendationsMonthly?

Quarterly?

Semi-annually?

Annually?

1. Phase 1 (high level managers) to have their goals entered in BetterWorks: tbd

2. Platform training for 1st phase: tbd

3. Subsequent phase goals entered in BetterWorks: tbd

4. Platform training for subsequent phases: tbd

5. All scoped users have goals entered in BetterWorks: tbd

6. Platform training for all users: tbd

Determine Launch Timeline

When do we want to launch BetterWorks to scoped users?

BetterWorks Recommended Launch Milestones

Determine Communications Approach

A goal setting program is most effective when we define a communication plan to support it.

BetterWorks Recommended Communications Approach

When / Where?• Company, team, and 1-on-1 meetings

Who Does What?• BetterWorks managed• Customer managed• Joint

What?• Document and explain the program and participation

expectation.

How? • Email, intranet, posters, videos, etc.

Sample Communications Schedule

Message Description When Owner

Program introInform participants the program is starting/changing. Include participation expectations and schedule.

At least 2-4 weeks before launch

Executive LaunchAsks executive participants to start creating goals and have them finished by specific date.

1-2 weeks before launch

First LaunchAsks participant to start creating goals and have them finished by specific date.

Per your schedule

Goal Reminder Send email to participants who have NOT created goals.1 week after

launch

Check In ReminderSend email to participants who have NOT checked in to their active goals.

3 weeks after launch

Assessment StartSend email to participants that goal assessment should begin; communicate deadline for completion.

2 weeks before end of period

StartSend email to participants that goal assessment has ended and a new quarter is beginning. Ask participants to archive/score goals and create new ones for the new period.

First day of new period

Sample Success Plan

Task Description Phase Owner Status

Kickoff meeting completed Introduce BetterWorks and its team. Onboarding BetterWorks

Select user authentication approach How will customer log in? Onboarding Both

Finalize project team Who is leading the program? Onboarding Customer

Finalize group/user scope Select groups/users to include in first phase Onboarding Customer

Use case and success metrics selected How will we measure success? Onboarding Both

Define program intro, and guidelines

Why are your teams goal setting? Be sure to document and publish the purpose of your program and the expectations you have of participants.

Onboarding Both

Select goal or OKR language Ask BetterWorks to load Goal or OKR language into your environment.

Onboarding Customer

Program Support

How will we support the program?

Ongoing Communications & Program Questions:• You

Technical & Product Questions:• BetterWorks Support

- Click the ? icon in the product

Ongoing Learning &Feedback:• VIP Club• Goal Masters• Ongoing Coaching & Training

• Customize Rollout Plan with Dates & Activities

• Add users and groups to BetterWorks

• Setup Admins in Betterworks

• Train Program Team

• Determine Top Company Goals

• Create Program guidelines, policies, etc.

Action Items

Appendix

Topics

• Getting Started with OKRs• Goal Science Whitepaper• BetterWorks OKR Guide on Slideshare• Rick Klaus of Google Venture Video Explaining How Google Does It• How Google Works, book by Eric Schmidt and Jonathan Rosenberg

Learn more about OKRs – Supplemental Materials

ASPIRATIONALStretch goals not tied to

compensation

How High Performing Companies Manage Goals

OPENTransparent and all

individuals participate

FREQUENTQuarterly and monthly

check-ins

• Lack of alignment and

accountability

• Teams wasting up to 25% on

non-critical projects

• Hard to get visibility on

problem areas

• Feel disengaged and

unmotivated

• Busy yet working on the

wrong things

• Desire more feedback and

recognition

• Reactive, putting out fires,

constant distraction

• Costly communication

overhead with Excel, Word,

Google Docs

• Lack of tools to drive

performance

EXECUTIVES MANAGERS INDIVIDUALS

Challenges to Operational Excellence and Employee Engagement

BetterWorks provides a centralized way to set, track and manage goals

Progress Based

Frequent, measurable feedback and frequent

wins

Connected

Vertical and horizontal aligment

and clarity

Aspirational

Promote greater achievement and

encourage excellence

Adaptable

Flexibility to respond to changing goals and

business needs

Supported

Working transparently with social reinforcement

and recognition

Goal Science™ Thinking