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