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How did you get into the bottleneck?
A rising startup generally underinvests in its onboarding course of. The
have to scale up headcount quickly can come about unexpectedly. An occasion
can set off the workforce scaling – maybe the product took off with
clients, or the startup acquired an organization or pivoted in a brand new product
course. Shortly, plans change to how many individuals the startup now wants
to realize their new targets, the recruiting workforce begins interviewing and
making affords. With added stress, you don’t take time to optimize the
onboarding course of. If an efficient onboarding system wasn’t already in place, the
new staff are dropped into groups, assigned some duties, and left to
work out the right way to develop into productive for themselves. It’s significantly
problematic if workforce members aren’t collaboratively serving to the brand new
worker stand up to hurry, there is not any onboarding documentation, the code
is inconceivable to learn, or the product targets and KPIs unclear. Then new
staff can develop into misplaced, dissatisfied and underproductive. On this
article we are going to discover indicators that your organization is bottlenecked by an
ineffective onboarding course of, and the very best follow options we now have
seen work at Thoughtworks Scaleup Studio.
Along with onboarding new hires, the method is utilized when
reorganizing groups. The studio imagine the power to study, fail quick and
refocus is a necessary ability for profitable scaling. A nimble startup will
pivot because it responds to learnings and panorama adjustments, this entails
altering product workforce targets and reassigning sources to finest goal the
new targets. To do that simply, we want the power for the reassigned workforce
members to stand up to hurry shortly. Many of the capabilities on this
article, will even apply to reorganizing.
Onboarding is a key enterprise course of
Onboarding is usually seen as merely granting entry and doing a set of
administrative duties earlier than handing new staff to their supervisor and
workforce. It is not regarded as an end-to-end enterprise course of. However a
well-run onboarding course of addresses social and cultural integration
and facilitates collaboration among the many completely different capabilities {that a} new
worker has to work together with. The onboarding course of sometimes entails
human sources, engineering administration, authorized, IT Operation, safety,
and product workforce members. Spanning so many teams means it may be very
disjointed. Optimizing the method is troublesome as a result of usually nobody
owns the entire course of, and you could convey all of the completely different gamers
collectively.
Software program leaders put lots of effort into shaping hiring plans and
supporting recruiting efforts, however usually neglect to offer a lot thought to
how new staff will develop into efficient. We imagine this to be a
mistake, as efficient onboarding acts as a “multiplier impact” for brand spanking new
hires.
From a scientific perspective, what’s the worth of a brand new worker?
With out correct onboarding, new hires will solely exhibit a fraction of
their worth and productiveness, some as little as 50%. With an ROI at this
degree, you’re much less prone to obtain your meant targets. Leaders are
pressured to do further hiring, which can enhance group
complexity and workload for managers. To keep away from this, we advocate
placing the identical quantity of effort into optimizing onboarding as you
would hiring new staff.
In our opinion the onboarding course of doesn’t finish after per week or a
month – it retains going till the particular person is totally productive. As quickly as
somebody accepts a proposal, the onboarding course of begins, adopted by a
sturdy new rent orientation, receiving of laptops and entry to
acceptable programs. It continues after they be part of their workforce, as they
perform their duties for the primary time, construct relationships with
their workforce members and managers, and develop habits round their widespread
duties. The final section of onboarding permits an worker to succeed in full
productiveness, the place they’ll contribute to the workforce creatively, train
others and contribute again into the onboarding course of. This timeline is
depending on function, area and complexity.
Optimum onboarding timeline
To gauge how you’re doing, this desk represents what we observe to
be optimum timelines for a developer onboarding. We’ll clarify the
ideas talked about right here additional in the remainder of the article:
| Milestone | Accomplished By |
|---|---|
| Entry to all HR and administrative programs | Day one |
| Entry to workstation and private growth surroundings is setup with essential instruments |
Day one |
| Firm mission and enterprise targets are defined and mentioned |
Day two |
| Full a push to manufacturing for a trivial change, assisted by peer |
Day three |
| Supervisor has set expectations with worker and given them an OKR |
Week one |
| Paired with colleague on creating an actual function all the way in which to manufacturing and carried out defect decision |
Week two |
| Understood key buyer issues and inner operation processes |
Week two |
| Developer: In a position to be an “Anchor” on a narrative | Week 3 – 5† |
| Developer: In a position to lead assist calls | Week 5 – 7† |
† relying on complexity and expertise
Indicators you’re approaching a scaling bottleneck
New individuals can’t entry instruments and programs
Most new joinees normally include a way of pleasure and
anticipation about their new task, desirous to show themselves in
their new surroundings. Having to attend for entry to fundamental sources like
the work laptop computer, supply management, workforce documentation portals, take a look at
environments, software program licenses, and so on. can dampen the spirits of even the
most enthusiastic candidates. Not figuring out which programs to get entry to
and having to chase particular people to learn the way might be very
irritating.
To identify these delays you possibly can monitor the steps new staff are
taking. Keep watch over the variety of tickets opened and the quantity of
time it takes to resolve these tickets.
New builders can’t make a manufacturing deployment
A quantifiable metric to make use of is how lengthy it takes a brand new worker
to write down code, commit and deploy all the way in which to manufacturing. This
ought to occur within the first week– ideally the primary couple of days. It
doesn’t should be a fancy job, it may be one thing very trivial.
This metric is an indicator that the developer has their pc and
growth surroundings arrange accurately and has every part they should
push to manufacturing independently. We discover conditions the place a brand new
developer has been within the firm weeks and even months, and has not
deployed something to manufacturing.
Newcomers really feel orphaned
Particularly at startups, most managers are laser-focused on new
initiatives, and so they have extra work than they’ll deal with. It is easy
to deprioritize integrating and bringing direct experiences on top of things. New
staff are left to determine issues on their very own; studying programs,
forming relationships, and the right way to get entry to sources they want.
Worse in the event that they haven’t been given a transparent objective, they could find yourself working
on the unsuitable factor. The worker turns into an orphan, leading to a lot
decrease productiveness or fast attrition. Cultural issues like this are
arduous to identify. We advocate listening to your managers and suggestions from
new staff. Exit interviews are additionally invaluable knowledge.
An excessive amount of deal with particular person work
When a startup scales by including new staff, this could set off a
completely different mode of operation. It was a small workforce that constructed the preliminary
product and know-how platform. Every engineer was centered on constructing
and supporting part of the appliance, doubtless by themselves. With the
growth into a bigger workforce, an issue we frequently observe is the tenured
staff aren’t dedicating sufficient time to onboarding the brand new staff
– collaborating and pairing with new engineers, documenting how they
work and explaining the explanations for technical selections, and so on. This makes
onboarding very troublesome.
With the expanded workforce dimension, goals shouldn’t solely deal with
particular person contributions, however ought to embrace how the product workforce as an entire is
performing. When retrospecting the product workforce ought to ideally search for
alternatives to assist new hires develop into extra productive. An anti-pattern
we see is planning with people allotted to streams of labor by
themselves, as this removes the chance to switch data.
Not sufficient openness to vary
Whenever you rent new staff, they doubtless include completely different
experiences than the prevailing workforce (particularly if you’re hiring outdoors
of your private community). They will have completely different opinions and
viewpoints. Too usually we see corporations not making the most of this. A
typical state of affairs is that the startup doubtless has a workforce of “previous palms”
which have discovered a method to work, have their very own idiosyncrasies, and there
is a historical past to each determination. The workforce is dogmatic in its approaches
and shoots down the brand new concepts of the newcomer. This leaves the brand new rent
feeling unempowered, and never appreciated.
Once more that is cultural and arduous to identify, however some anti-patterns to
look out for are:
- Present staff hogging the assembly, speaking shortly, or not
giving sufficient time for brand spanking new staff to contribute or make clear. - Being overly protecting of the established order; taking pictures down concepts –
“we tried that”, “it may by no means work right here…”. - Again-channeling by way of unofficial channels; tenured staff
would possibly get work performed by way of their established community doing them a
“favor”, quite than by way of a documented course of.
Seemingly easy issues take too lengthy
The effectiveness of your growth surroundings for widespread duties
can be uncovered when onboarding new staff. The friction might have
already been felt by present staff, however including extra magnifies the
downside. Every new worker must discover ways to clear up widespread
issues and uncover workarounds. Examples may be flaky automated
assessments, inaccurate documentation, gradual private dev surroundings,
environments which can be old-fashioned, or a gradual dogmatic code evaluate
course of. We will monitor a few of these issues by monitoring low degree
metrics (e.g. CI construct time, PR evaluate time, unit take a look at run time) and
tech debt objects that groups are highlighting as friction.
Quick turnover
Turnover fee of newcomers is a lagging indicator. There may be
many causes for a excessive turnover fee. Nevertheless it is value
investigating. It could possibly be associated to your onboarding course of. It may
be that your new staff aren’t being correctly educated, and welcomed
within the firm. Your workforce ought to monitor the speed and the way it’s
trending, complement with surveys after 6 months and a 12 months for brand spanking new
staff. You’ll be able to then use the learnings to enhance the onboarding
course of frequently.
Documentation cannot reply questions from new hires
New hires, particularly lateral hires, normally know what must be
performed at a excessive degree. Nevertheless, idiosyncrasies of the brand new surroundings can
get in the way in which of finishing even mundane duties. For instance, not
figuring out the situation of the supply repositories or the bottom URL to the
integration take a look at surroundings. Effectively-structured onboarding documentation
can assist increase productiveness, construct confidence and usually present a
nice working expertise. To repeatedly enhance and hold the
documentation updated, new hires ought to be inspired to search out bugs in
it and repair them.
How do you get out of the bottleneck?
If you end up interested by designing your onboarding course of it is a
good first step to suppose holistically about worker effectiveness. In
the next options part we are going to describe the right way to create a path
to effectiveness, an instance of onboarding optimization utilized at
Checkr, after which some methods we view as necessary.
Create a path to effectiveness
In maximizing developer effectiveness
Tim talked in regards to the thought of specializing in outcomes quite than outputs,
and the way engaged staff can create probably the most worth for your enterprise
and your buyer. Empowered staff aren’t merely coding a
requirement, designing to a spec, or creating options primarily based on requests
from a gross sales workforce. They’re pondering creatively about the issue area,
arising with price environment friendly, scalable and progressive options. Let’s
take a look at what an empowered worker wants, and the way onboarding would possibly allow
it:
Want
How onboarding permits it
Clear view of the corporate mission and enterprise targets
Leaders
ought to construct pleasure for the mission, outlining what led to its
creation, what the long run would possibly maintain, and the way an worker can
contribute to that. This could embrace a view of the present product
technique.
How does the corporate become profitable (or intend to)?
To instill a enterprise sense and a deal with frugality, new staff
ought to understand how the corporate presently costs for his or her providers, its
profitability, and its degree of funding.
Empathy for the client’s expertise
Set an expectation for all
staff to consider the client. We will emphasize this by a
variety of actions – observing the client utilizing the system, utilizing
the system as a buyer (if attainable), and studying prior analysis
into buyer issues.
An understanding for inner operations
Most software program programs
have completely different customers (past the goal buyer). It’s necessary to
perceive all of these points, in order that technologists can design
options that make these inner customers environment friendly. That is
significantly necessary at scale
Enterprise area understanding
Many enterprise domains are fairly
advanced. Understanding occurs over time, however we will begin with
overviews from an knowledgeable, and recommended readings
Working relationship with their workforce
With a purpose to have open
conversations about issues and concepts new hires want a degree of
familiarity and vulnerability with their friends and supervisor. Onboarding
ought to embrace actions to allow this. It is harder to do
remotely, so we advocate groups getting collectively in particular person throughout the
first few months of a brand new rent becoming a member of.
Clear understanding of their goals
An empowered worker
wants a goal, they should know what their firm would love them
to realize, and the way they’re going to be assessed in the direction of that
Present workforce topologies
The brand new rent ought to have a transparent
understanding of the possession of merchandise and programs and whom they
can discuss to get data. An up-to-date org chart with the place they
sit in it is important. Deliberately establishing some 1:1s throughout the
first weeks is an effective method to encourage communication throughout groups and
capabilities.
How know-how is leveraged
Each startup makes use of know-how to
innovate and scale, so all staff ought to have a base degree of
understanding. We don’t imagine it’s efficient to divide roles into
‘technical’ and ‘non-technical’; some roles are simply ‘extra technical’
than others.
There can be role-specific wants. A developer wants know the right way to:
Want
How onboarding permits it
Write code and push to manufacturing
An surroundings that is
totally setup and dealing, with entry to deploy, they’re in a position to do it
independently. The surroundings offers them confidence that it’ll discover
high quality issues, and permit them to rollback safely.
Debug and repair manufacturing issues
Entry to clear observability
that spans programs. This could embrace documentation, runbooks and
walkthrough movies of typical duties.
Perceive present code, structure, and
dependencies
Efficient data administration system, entry to all supply code
repositories, entry to dependent groups and data switch with
teammates and SMEs
.
Measure the progress of their options
Enterprise and product
analytics, and likewise technical metrics (efficiency, availability,
price, high quality measures). It ought to embrace skill to experiment with
options (prototypes, A/B assessments) and entry to qualitative
suggestions.
Whereas this text is generally aimed toward builders, we will increase the
ideas into different roles. A product supervisor would possibly want:
Want
How onboarding permits it
First-hand expertise with clients
Begin with an introduction
to key clients. Additionally, product managers want the area to construct
relationships; we typically discover that the founder needs to be the
conduit, which might make it troublesome to get unfiltered
data.
Articulate present product technique
A brand new product supervisor ought to
be capable of shortly perceive the present technique, the related
alerts, what the present product bets are, and in the event that they’re
succeeding.
Discover and entry analytics
Ideally that is self-service and
exploratory, quite than having to request experiences. This contains
product, behavioral, monetary, advertising and marketing and gross sales metrics, and
system efficiency metrics.
Be taught from earlier bets and inflection factors
The product is
presently designed a selected means for a lot of particular causes
(which will not be apparent). With a purpose to efficiently evolve the
product, it helps to know why it is the way in which it’s.
Construct experiment prototypes and “mess around” within the
system
Usually product managers don’t have the entry they should use demo
environments or the sources to create prototypes
.
A designer would possibly have to know the right way to:
Want
How onboarding permits it
Entry tooling to create lo-fi and hi-fi belongings
Along with
the polished product, a designer ought to be capable of simply create
clickable prototypes, and be capable of conduct person testing with them
with out a lot ceremony.
Discover and use branding tips and design programs
To make sure
consistency and make designing and implementing UIs simpler, these
ought to be accessible and nicely documented. The maturity of those
programs will rely upon the maturity of the startup, evolving from a
shared design file to a dwelling part library.
Uncover earlier person analysis
Recordings of earlier person
testing, interview documentation, and synthesized analysis output
ought to be accessible and saved in an organization data base quite
than in private silos.
Carry out A/B assessments and entry behavioral analytics
The person
interface ought to be instrumented so {that a} designer can get as a lot
perception as attainable in a self-service means. Plenty of A/B testing
frameworks enable for unbiased launch and evaluation with out
developer assist for sure varieties of adjustments.
This checklist is an instance and never meant to be exhaustive; we recommend
you take a look at the goals and the “jobs to be performed” in your roles in
the context of your organization.
For instance how this works in actuality, we’re going to use the
instance of Checkr
Case Examine: Checkr
Checkr, an HR know-how firm
powering the way forward for work, partnered with Thoughtworks on
scaling between 2018-2020. Whereas engaged on their structure, high quality
and platform engineering, Thoughtworks consultants seen the
effectiveness of Checkr’s onboarding course of. When Checkr grew past
the preliminary workforce, they invested in making a structured onboarding
course of for all staff. The method was designed to construct empathy for
their clients, perceive the enterprise, and convey staff to
productiveness as shortly as attainable. Considered a vital functionality
by Checkr management, their onboarding course of allowed them to develop from
30 to 300 engineering workers. Regardless of their success, Checkr continues to
evolve the method as they acquire suggestions, and take a look at new concepts.
Cross-functional onboarding week to grasp the mission, and
construct empathy
Every month, Checkr ran a week-long onboarding “bootcamp” for all
new staff. The objective of the bootcamp was to offer staff a
holistic understanding of the corporate and product by listening to from
management and from different groups throughout Checkr. Members from different
capabilities comparable to buyer success, finance, product and engineering
would evaluate workforce processes and product use instances with the brand new
staff.
Together with the cross useful overviews, new staff got
additional alternatives to construct buyer empathy and perceive the
downside area that Checkr aimed to resolve. New staff would go to
the native courthouse to tug a document as a part of a buyer’s
background verify and sit in on a buyer assist name because the buyer
success consultant used Checkr’s instruments.
Initially, cohorts have been round 20 individuals however grew over time. An
further good thing about the bootcamp was that new staff shortly
constructed an inner community. Checkr’s Director of Engineering Krista
Moroder mentioned: “I nonetheless use the preliminary community I made – one in all my
onboarding buddies continues to be one in all my first factors of contact within the
Authorized division.”
After the bootcamp, they performed a role-specific 2-day workshop
adopted by onboarding to their respective groups.
Path to productiveness for a developer
The worker would have entry to all of the providers and instruments they
want from day one. Engineers can arrange their private growth
surroundings with a script in just a few hours. Checkr has a acknowledged objective
{that a} new worker ought to deploy on day one, however essentially it
adjustments workforce by workforce, on common it’s throughout the first week. They’re
presently shifting from a laptop-based developer surroundings to a cloud
primarily based strategy, with the intention to hurry up onboarding, due to the
added capability and simpler configuration administration.
Numerous groups will use pair programming, which suggests a brand new
worker can bounce straight into pairing on no matter job is the main target.
Krista talked about pair programming
“Thoughtworks was the catalyst for the pair programming on the workforce
I initially led. The first motivation was to cut back high quality
defects, scale back context switching, enhance shared data, enhance
cycle time, and hold individuals linked and engaged after we went
full-remote throughout the pandemic. Groups use a mannequin the place engineers
select pairs for the day when the every day standup ends.”
At Checkr they use a “you construct you run it” strategy, the place every
developer is anticipated to assist the programs their groups personal. To study
how to do that, after 1-2 months of becoming a member of, a brand new developer will
begin by co-piloting the on-call assist with a colleague. They will
sometimes resolve an issue independently after 2 months for an
inner product, or 3-6 months for a shopper product, relying on
seniority. For Krista “a productiveness indicator is that their supervisor
or a tenured developer trusts the brand new developer to resolve advanced
points finish to finish.”
High quality Awards and Studying Weeks
Onboarding is partly in regards to the actions that occur when somebody
joins, it is also in regards to the making a tradition that leads individuals to
effectiveness. Checkr needed to encourage a steady studying
tradition, the corporate has run participant-led “Studying Weeks” 2-3
instances a 12 months, every time with the intention to deal with a unique
functionality, like infrastructure or high quality, for per week. Surveys are
run earlier than the camps, to grasp present gaps in data. These
weeks provide an opportunity to study from friends. In a really perfect world,
everybody would share experience frequently. However in a busy startup,
that doesn’t at all times occur. Studying Weeks set the intention, and
helps individuals develop into snug with asking for assist and sharing
data.
An necessary a part of Checkr’s common all palms is the High quality
Awards, the place people are nominated by their friends and acknowledged
for his or her contributions. As an alternative of simply celebrating typical
milestones like product launches, persons are acknowledged for excellence
in documentation, testing, deprecation and refactoring. This
emphasizes a tradition of constructing pleasure round excessive technical
high quality, and of peer assist.
Past the preliminary onboarding interval, the workforce sends surveys
often to evaluate the entire course of. This helps them monitor whether or not
their processes are efficient and have set a basis for achievement in
the corporate.
Embrace new hires within the firm tradition
Bringing in new individuals to a startup carries the chance for
larger range in ideas and concepts. The expertise and data of
new hires will make our merchandise higher, applied sciences extra progressive
and processes extra environment friendly. To have the ability to actually leverage these new
hires does require work from the present workforce to combine them
correctly. It is troublesome for a brand new rent to attach and contribute to
the prevailing workforce with out the best surroundings. The present social
capital and status of the prevailing workforce is intimidating. If we will
encourage the brand new staff’ voices, they’ll be capable of converse up and
counsel new concepts with out concern of being shot down.
Creating this protected and susceptible area is troublesome. From day one,
beginning with new rent orientation, the brand new worker ought to really feel like
they’re a part of the corporate’s mission and might contribute to its
evolution. Leaders can begin by setting an instance in how they work together
and set the ideas of the corporate. It will come all the way down to particular person
interactions. We advocate instilling a tradition of being conscious to
others, being conscious of how others are performing and feeling, particularly
throughout the onboarding interval.
Nail the post-offer and first-day expertise
It is mentioned that you just by no means get a second probability to make a primary
impression, and this definitely applies to onboarding. Onboarding begins
with the primary interview. The best way interviewers work together with candidates
will start to set a precedent for the way they understand the corporate’s
tradition and the way they need to behave. From then on, the experiences on the
first day, first week, first month and past matter and could have a
super affect on whether or not they’ll succeed and be comfortable.
Due to this fact, the time main as much as the primary day of employment might be
very vital. As soon as the candidate accepts the provide, guarantee that
there is a clear level of contact (ideally an electronic mail group as an alternative of
a person) for the brand new worker to hunt clarification.
All of the instruments an worker wants ought to be accessible through self-service
and accessible on day one. Nobody needs to spend the primary few weeks
enjoying “whack-a-mole” creating tickets for all of the permissions they
want – This contains having IT programs that auto-enroll staff with
advantages, efficiency monitoring, payroll and data repositories.
An onboarding guidelines generally is a helpful method to information staff on
their first day. For instance, at Thoughtworks new hires are given their
personal Trello board with onboarding duties. All duties have step-by-step
directions and speak to data for additional help, and are
prioritized within the order they need to be accomplished. This provides new hires
a prepared reckoner to finish fundamental duties like establishing direct deposits
to their wage account, and likewise extra advanced ones like establishing
their work laptop computer. As well as, it permits them to trace how they’re
progressing in opposition to widespread duties all on their very own and the right way to hunt down
assist.
Determine 1: Thoughtworks’ onboarding guidelines
New hires are assigned an onboarding buddy to assist them by way of it.
To make this much more seamless, we now have a “First 12 months Expertise” chat
group the place new and seasoned staff alike pose questions and get
assist. It is not unusual for even long-tenured staff to proceed
utilizing it for a number of months after they be part of and is quoted as one of many
most preferred points of the general onboarding course of.
Spend money on self-service data administration
It is stunning how a lot proprietary data might be shortly
accrued. Concepts or approaches may be nicely understood from earlier
classes, however by no means written down. If we don’t take the time to doc
issues, it will probably make the primary months irritating for brand spanking new staff. We
subscribe to the agile precept of “Working software program over complete
documentation”; software program code ought to be readable however there’s nonetheless a
want for some focused documentation. Finest practices embrace:
- Up-to-date succinct technical documentation round libraries, API,
dependencies and integrations – A suggestions loop to the technical
homeowners dramatically improves the usefulness and freshness of
documentation. - A taxonomy and a central seek for documentation, to reduce the
period of time to search out data - Shared ideas and practices: an understanding of how a workforce
sometimes operates helps a brand new worker modify to a brand new tradition. - A document of historic technical and product selections permits for
larger context behind thought processes. - Write-up of post-mortems of degradation of service. All issues
are studying alternatives, and documenting the issue and mitigation
helps keep away from future issues.
Thoughtworks’ Smart Defaults
Through the years, Thoughtworks has accrued a set of practices,
patterns, tips and a group of common good recommendation that has
made us profitable. Localized design-making and autonomy is essential to
Thoughtworks’ tradition, however we needed to offer a “paved street” for
lateral staff to start out from. This contains defaults for numerous
schools comparable to builders, architects, enterprise analysts, product
managers, program managers, and government stakeholders. Every of those
even have their respective chat, electronic mail teams and communities the place
anybody can ask questions, solicit suggestions, share concepts and problem
the established order.
The event wise defaults embrace a documentation round a
variety of key practices. Some examples embrace
Frequent and steady integration
Take a look at Pushed Growth (TDD)
Pair growth
Construct safety in
Quick and verified automated construct
Automated deployment pipeline
Early and steady deployment
High quality and debt successfully managed
Construct for manufacturing
Quick Suggestions
Quick suggestions means having the ability to discover out whether or not a change has been
profitable in moments not days. It may be that unit assessments have handed,
or that we’ve not damaged manufacturing, or {that a} buyer is proud of
what we have constructed.
Repeatability
Repeatability is the arrogance and predictability that comes from
eradicating handbook duties that introduce bizarre inconsistencies. We additionally need
to spend time on actions which can be extra necessary than troubleshooting
one thing that ought to have simply labored
Simplicity
We wish software program that incorporates no extra complexity than it must do
a great job. We construct for what we want now, not what we expect may be
coming. However we make decisions that enable our software program to quickly change to
meet the necessities which can be coming.
↑ Deployment Frequency
↓ MTTR
↓ Lead Time for adjustments
↓ Deployment Frequency
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