Program Playbook BetterWorks Customer Success

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

What You Will Need 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?

Playbook for Achieving Operational Excellence Follow our template to define, launch, and manage your program: Pick the team. Select use cases and success metrics. Define program guidelines. Determine cadence. Select and prepare participants. Select launch date. Communicate the schedule.

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? selected selected Alignment Transparency Engagement 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 How do you view success in your company? What is the “burning platform” for why your company is using OKRs, setting goals, using BetterWorks? Is it to achieve better alignment, improve transparency, increase employee engagement, expedite onboarding, or make management discussions between teams easier and more productive? Identify these and include them in your Program Purpose. Onboarding Management Adoption Sample Metric: New hires are onboarded 50% more quickly Sample Metrics: 100% of team has goals 100% of goals are assessed with team/manager monthly Sample Metrics: 75% use BetterWorks at least once a month 90% of users have 3+ goals

Recommended Roll Out Approach Phased Approach Goal Cadence Progress Meetings Start with a smaller scope and add in phases Quarterly (How are we progressing) Bi-weekly with Program Team Goal Assessment Meetings Communications Company Events (Did we achieve our goals?) Quarterly Company wide updates, team meetings, email messaging Align to a company wide meeting, or company event

Roll Out Approach: Select Scope and Participants selected 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 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

Determine Key Policies It’s best to set expectation early around key policies. BetterWorks Recommendations Frequently 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? 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 Goal Cadence How often do we expect to set goals? BetterWorks Recommendations Monthly? Quarterly? Semi-annually? Annually? Quarterly: Most effective for keeping people on track but not adding much overhead

Determine Launch Timeline When do we want to launch BetterWorks to scoped users? BetterWorks Recommended Launch Milestones Phase 1 (high level managers) to have their goals entered in BetterWorks: tbd Platform training for 1st phase: tbd Subsequent phase goals entered in BetterWorks: tbd Platform training for subsequent phases: tbd All scoped users have goals entered in BetterWorks: tbd Platform training for all users: tbd

Determine Communications Approach A goal setting program is most effective when we define a communication plan to support it. BetterWorks Recommended Communications Approach What? Document and explain the program and participation expectation. How? Email, intranet, posters, videos, etc. When / Where? Company, team, and 1-on-1 meetings Who Does What? BetterWorks managed Customer managed Joint

Sample Communications Schedule Message Description When Owner Program intro Inform participants the program is starting/changing. Include participation expectations and schedule. At least 2-4 weeks before launch Executive Launch Asks executive participants to start creating goals and have them finished by specific date. 1-2 weeks before launch First Launch Asks 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 Reminder Send email to participants who have NOT checked in to their active goals. 3 weeks after launch Assessment Start Send email to participants that goal assessment should begin; communicate deadline for completion. 2 weeks before end of period Start Send 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? Both Finalize project team Who is leading the program? Customer Finalize group/user scope Select groups/users to include in first phase Use case and success metrics selected How will we measure success? 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. Select goal or OKR language Ask BetterWorks to load Goal or OKR language into your environment.

How will we support the program? 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

Action Items 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.

Appendix

Learn more about OKRs – Supplemental Materials 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

How High Performing Companies Manage Goals OPEN Transparent and all individuals participate ASPIRATIONAL Stretch goals not tied to compensation FREQUENT Quarterly and monthly check-ins Create visibility- Everyone’s goals are visible across the company, openly available for anyone to see this helps not only with visibility, but also with alignment since goals can then be easily set top-down, bottom-up and even sideways/cross-functionally. Encourage stretch and aspirational goals- Everyone is required to set aspirational goals and encouraged to stretch to achieve them; This is done by typically uncoupling the goal setting process from the compensation process in companies Manage quarterly- Goal Setting takes place quarterly (not annually), and check-ins happen throughout the quarter to track goal progress..

Challenges to Operational Excellence and Employee Engagement EXECUTIVES MANAGERS INDIVIDUALS Lack of alignment and accountability Teams wasting up to 25% on non-critical projects Hard to get visibility on problem areas Reactive, putting out fires, constant distraction Costly communication overhead with Excel, Word, Google Docs Lack of tools to drive performance Feel disengaged and unmotivated Busy yet working on the wrong things Desire more feedback and recognition

Goal Science™ Thinking BetterWorks provides a centralized way to set, track and manage goals Connected Vertical and horizontal aligment and clarity Supported Working transparently with social reinforcement and recognition Progress Based Frequent, measurable feedback and frequent wins Adaptable Flexibility to respond to changing goals and business needs Aspirational Promote greater achievement and encourage excellence