Aplicação da metodologia okr para otimização do gerenciamento de projetos de implantação e melhoria da experiência do cliente em uma empresa de tecnologia

Abstract

Information technology companies constantly face the challenge of making their operational processes more efficient while striving to maintain high standards of customer satisfaction. Integrating the OKR methodology with agile project management practices represents an increasingly relevant strategy in corporate environments. While agility focuses on iterative delivery and adaptability, OKR provides the high-level framework necessary to direct efforts, ensuring that agile deliveries are directly aligned with the organization's strategic objectives. This study aimed to optimize the monitoring of implementation projects in a technology company by introducing the OKR methodology. This methodology aims to improve customer experience by utilizing process mapping and management tools to identify and minimize complex scenarios. The methodology involved a quantitative and qualitative survey of records extracted from the management tools used by the company to support the project department, followed by mapping the project process to identify areas of concern and critical factors. Tools such as Bizagi, a project management platform, and the Enterprise Resource Planning (ERP) system were used to identify root causes. Based on this analysis, the actions to be implemented were planned and implemented, defining deadlines and assigning responsibilities using the 5W1H tool. The results demonstrated an improvement in project performance, considering a reduction in the average delay percentage from 45% to 10%, as well as a considerable improvement in the quality of the customer experience, raising the SLA service level from 65% to 80%. Therefore, the adoption of the OKR methodology promoted greater strategic alignment, with the standardization of deadlines and responses, transparency through daily protocol reviews, and management accountability combined with team commitment, positively impacting both the operational efficiency of projects and customer satisfaction.