Alan Arguello, Chief Operating Officer
OKR coaching and Product Operating Model pilot
Coach: Adi Soesan
“Adi brings strategy, structure, and coaching in a way that sticks. We now have shared language, clearer decision-making, and stronger ownership, and we're moving faster as a result.”
What changed, in numbers
- 99.95%Website uptime in peak season
- 44.8%Q1 reduction in username and password support emails
- 32.3%YTD reduction in same support emails
NREMT is the US National Registry of Emergency Medical Technicians. The work with Adi has been OKR coaching across the leadership team plus a Product Operating Model pilot inside one of the product groups.
Adi brings strategy, structure, and coaching in a way that sticks. We now have shared language, clearer decision-making, and stronger ownership, and we’re moving faster as a result.
The headline number is a 44.8% reduction in username and password support emails in a single quarter, against a 50% moonshot target. Year to date the same metric is down 32.3%. Website uptime in the peak research season held at 99.95% against a 99.5% target. Each of those is the kind of measurable operational win that’s easy to point at when the next quarterly planning conversation starts.
The bit that doesn’t show up in the numbers is the discipline. A leadership team that uses the same vocabulary for the same problems. Teams that own their outcomes rather than their tickets. Small frequent wins each week that compound into a noticeably different quarter.
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