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Support QBR

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Periodic Business Review template for customer support organizations. Please see http://haimtoeg.com/?p=2284 for details

Published in: Leadership & Management
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Support QBR

  1. 1. Customer Support Team Review Haim Toeg ht@haimtoeg.com h8p://haimtoeg.com/ 12/16/16 © Haim Toeg, 2016
  2. 2. PreparaBon •  Start early •  Collect the informaBon requested, most of it you should already know •  Sleep on it, and review •  Do not make it a metrics meeBng •  Consult with your team, share the informaBon during team meeBngs before and aLer •  Discuss with your direct manager •  Prepare to ask quesBons •  No need to remember everything, write key points and data down 12/16/16 © Haim Toeg, 2016
  3. 3. Goals for the MeeBng •  Have an open discussion •  Float informaBon that usually isn’t visible •  NOT about solving problems 12/16/16 © Haim Toeg, 2016
  4. 4. Preparing the informaBon •  PlaSorm for discussion, focus on key info: –  1 page / topic –  4-6 bullet points / topic –  1 line / bullet point –  See different guidelines on “people” page •  Break any of these if absolutely necessary •  PrioriBze, be ready to explain selecBon criteria •  Think about follow-up quesBons for both sides •  Do NOT change topic names 12/16/16 © Haim Toeg, 2016
  5. 5. Support Team Review <manager name> <locaBon, date> <other info if needed> 12/16/16 © Haim Toeg, 2016
  6. 6. Team Intro and Accomplishments •  What have you done since last meeBng? For example: – Workload and changes to it – Changes to team – Customer sat – New products / releases 12/16/16 © Haim Toeg, 2016
  7. 7. What Works •  Discuss things that your team / organizaBon / R&D / company / anybody else did well •  Be specific (i.e. “team work” doesn’t count) •  Be prepared to jusBfy •  Make recommendaBons if appropriate 12/16/16 © Haim Toeg, 2016
  8. 8. What Doesn’t Work •  Same guidelines as “What Works” •  “Nothing” is not acceptable 12/16/16 © Haim Toeg, 2016
  9. 9. People and Development Plans •  Plan for this to take the longest Bme •  Discuss every individual, performance, goals, development plans •  1-2 lines per person, OK to have more than one page if needed 12/16/16 © Haim Toeg, 2016
  10. 10. Anything Else •  Open discussion 12/16/16 © Haim Toeg, 2016
  11. 11. END 12/16/16 © Haim Toeg, 2016

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