Building Team Charter & KPI Trees (A Case Study)

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Are you worried about taking up leadership opportunities for you seem clueless & don't know your way around it? (or) Have you recently switched to a leadership role & looking for pointers over how you'd get more comfortable? #leadership #prodmgmt #LeadershipMatters 1/n

Over my recent article "Inch-deep, Mile-wide!" I've tried to address these very issues & I have also depicted a few popular tools that leaders use across the hierarchy. I recommend reading it first as this 🧵 happens to be a continuation. Link: mgmtinc.substack.com/p/inch-deep-mile-wide 2/n

Over this thread here I'll straight away get into a case study & get to the depth of exploring the applications / the practical side of the 2 tools that were discussed in the article viz..: 1. Team charter & 2. Driver / KPI trees So, let's dive in! 3/n

Supposing you are stepping into a leadership position at a growth-stage B2C Fintech startup that provides investment rationale & advise. Few things you know are: - 100+ team - design, UX, development teams for solutions - market fronted teams (support, sales, marketing) 4/n

So, that's certainly a good place to start building a Team Charter. Delving deeper into teams & individual sizes is a great way to understand who does what & how things get done in the org. It starts with: 01. Purpose - once done, your canvas ought to look like this: 5/n

The next step would be to get to: 02. Roles & People You have an idea of teams & sizes from Q&A you've had over your interview sessions. So, it's about getting to understand who does what & a couple of days time ought to suffice. - update the canvas suitably: 6/n

Now, on to the last section which is: 03. Values & Agreements This section defines values that are going to be important & would act as a base of all internal communication. You'd also define protocols for alignment, conflicts, resolutions & accountability. 7/n

Owing to some time spent with the teams & the understanding you already have over the other sections, this is an example of the filled canvas: 8/n

Well! That's about the Team Charter. You see how you have built a high-level understanding of the org., the people & teams who matter, how teams function & what goes into defining the culture. That right there serves you as an INCH-DEEP & MILE-WIDE view. 9/n

With that clarity built over high level goals, teams, roles, values & accountability, the next bit is to dig into would be: - the GOALS - the LEVERs that'd help move the METRICs & - the KPIs that matter over achieving the SUCCESS FACTORs And KPI trees could do just that. 10/n

Remember how KPI trees are a L-R depiction taking you from the "What" to the "How". So, let's get to the elements that matter & are relevant & applicable to our case: 01. OBJECTIVE - Increase DAU by 20% 02. STRATEGY - Reduce CHURN by 10% - Increase REFERRALS by 15% 11/n

03. LEVERS (For CHURN) - Friction Points - Accuracy (For REFERRALS) - Pin on Social Media Metrics - Referral Programs (Incentivization) And, finally we have the KPIs as relevant to each of those levers & correlative to the success criteria. 12/n

04. KPIs (For Friction Points) - 25% Increase in CTRs on [Quick Estimate] button - Proportional Increase in the {HAPPINESS QUOTIENT} (For Accuracy) - {Happiness Quotient} > 85% - Increase in NPS by 20% 13/n

(For Social Media Metrics) - Increase in the "No. of content views" + "CTA leading them to the landing page" - Increase in "No. of likes & shares" + "CTA leading them to the landing page" (For Referral Programs) - "No. of referrals" per user - CSAT scores increase by 25% 14/n

Plugging all that info, this is what your Driver Tree could look like. 15/n

That's it folks! If you enjoyed reading this, then please do this: 1. Retweet the first tweet at the top 🔝 marked "1/n" 2. Drop me a follow @bgpinv 3. Subscribe, like & share my newsletter - mgmtinc.substack.com/ That'd inspire me to do more. Thanks for reading 🙏

SUMMARY: The next time you're in a catch-22 over you new leadership role & it's getting all too overwhelming, just remember to put an effort to fill these in: 1. TEAM CHARTER - Purpose - Roles & People - Values & Agreements 2. KPI TREES - Objective - Strategy - Levers - KPIs