定義我的成功Define my success

本文將說明如何為您的組織定義成功部署音訊會議、包含通話方案的電話系統或電話系統直接路由的需求。This article gives an overview of the requirements for defining success for the deployment of Audio Conferencing, Phone System with Calling Plans, or Phone System Direct Routing for your organization. 透過正確定義成功的外觀,您可以在進行部署時測量您的結果,並確認您所要的結果是您所要的結果。By properly defining what success looks like, you can measure your results as you progress through your deployment and verify that the outcomes you achieve are the ones you wanted.

[音訊會議] 可透過使用傳統的有線電話、私人分支 EXCHANGE (PBX)或行動電話,透過撥入,讓會議參與者透過公用交換電話網絡(PSTN)加入,以提供其他會議的其他進入點。Audio Conferencing provides organizations with additional entry points to any meetings (ad hoc or scheduled) by allowing meeting participants to join via public switched telephone network (PSTN) by dialing in using traditional landline, private branch exchange (PBX), or mobile phones. 當召集人或參與者不在電腦的前方時,這會很有用。或者,當資料連線無法使用或無法支援語音通訊時(例如在含 spotty 行動資料覆蓋率的遠端區域中),或連線到具有有限頻寬的免費、公用 Wi-fi 服務時,或是當會議參與者想要使用隨時可供存取的電話端點撥入會議時。This is useful when the organizer or participants aren't in front of a computer, or when data connections are unavailable or too unreliable to support voice communications—such as in a remote area with spotty mobile data coverage, or connected to a free, public Wi-Fi service with limited bandwidth, or when meeting participants prefer to dial in to the meeting by using a telephony endpoint that's readily accessible to them.

含有通話方案的電話系統(「通話方案」) 可讓組織在其電腦和行動裝置上進行與業務相關的電話通話,提供一種方式來現代化工作場所。Phone System with Calling Plans ("Calling Plans") gives organizations a way to modernize their workplace by enabling users to make business-related phone calls from their computers and mobile devices. 工作場所的現代化可以是任何幾種案例的一部分:以活動為基礎的作業實現、主要的辦公室移動、office 的重新整理、停用舊版 PBX 解決方案、PSTN 服務提供者合約的結論等。Workplace modernization can be part of any number of scenarios—an activity-based working implementation, a major office move, an office fit-out refresh, retiring a legacy PBX solution, the conclusion of a PSTN service provider contract, and so on. 使用通話方案,Microsoft 可協助連接 PSTN。With Calling Plans, Microsoft facilitates connectivity to the PSTN.

[電話系統直接路由] (「直接路由」) 可為組織提供與呼叫方案相同的優點,除了是由協力廠商提供者(而不是 Microsoft)來加速 PSTN 連線。Phone System Direct Routing ("Direct Routing") gives organizations the same benefits listed above for Calling Plans, except that PSTN connectivity is facilitated by a third-party provider rather than Microsoft. 這可讓您在無法使用通話方案的國家或地區進行部署,或是在需要維護現有 PSTN 服務提供者合約,或需要與特定內部部署系統進行互通性的部署中進行。This allows for deployment in countries where Calling Plans aren't available, or in deployments where an existing PSTN service provider contract needs to be maintained or interoperability with certain on-premises systems is required. 還有一個考慮直接路由的其他案例,就是電話系統互通性。One additional scenario to consider Direct Routing is telephony system interoperability. 在將使用者轉換成團隊通話時,某些使用者可能會繼續舊版 Pbx。While users are being transitioned to Calling in Teams, some users might remain on legacy PBXs. 直接路由可讓兩種使用案例共存。Direct Routing enables both use cases to coexist. 舊版系統上的使用者與團隊使用者之間的通話流量,在組織中保持不變。The call traffic between the users on legacy systems and Teams users stay within the organization.

定義音訊會議、通話方案或直接路由的商務使用案例Define business use cases for Audio Conferencing, Calling Plans, or Direct Routing

首先,核心專案的干係人需要定義支援音訊會議、通話方案或直接路由的業務使用案例。To begin with, core project stakeholders need to define business use cases that support the implementation of Audio Conferencing, Calling Plans, or Direct Routing.

商務使用案例是要定義並記錄預期和可衡量的商業結果,包括下列各項:Business use cases are meant to define and document expected and measurable business outcomes, and include the following:

  • 目前業務程式的描述Description of the current business process

  • 現有業務程式面臨的挑戰Challenges with the existing business process

  • 技術可以如何協助克服這些難題How technology can help overcome these challenges

  • 若要解決這些難題,預期和可衡量的商業結果The expected and measurable business outcomes if these challenges are overcome

提示

以下是音訊會議的完整商務使用案例範例:The following is an example of a completed business use case for Audio Conferencing:

目前業務程式的描述Description of current business process
Contoso 目前依賴于與外部參與方進行的內部會議和會議,由與委任當地電話服務提供者所提供的 PSTN 會議服務,在會議紀要中計費。Contoso currently relies on PSTN conferencing services provided by the incumbent local telephony provider chargeable by meeting minutes for internal meetings and meetings involving external parties.
現有業務程式面臨的挑戰Challenges with existing business process
Contoso 在目前的 PSTN 會議服務中每年約 USD1 萬萬美元,而內部會議產生成本的75%。Contoso spends roughly USD1 million per year for the current PSTN conferencing service, with 75% of the cost incurred for internal meetings. 使用傳統的電話端點來加入由 PSTN 會議服務主持的會議,不會與組織將團隊採用新式通訊與共同作業平臺的方案對齊。The use of traditional telephony endpoints to join the meetings hosted by the PSTN conferencing service isn't aligned with the plan for the organization to adopt Teams as a modern communications and collaboration platform.
技術可以如何克服這些難題How technology can overcome these challenges
透過採用 Microsoft 團隊作為現代化的通訊與共同作業平臺,內部使用者將能利用配備優化耳機和會議室裝置的電腦來加入會議。With the adoption of Microsoft Teams as a modern communications and collaboration platform, internal users are expected to primarily join meetings by using their PCs equipped with optimized headsets and meeting-room devices. 音訊會議服務可提供給外部參與者,或支援電腦音訊使用不適用於內部參與者的情況。The Audio Conferencing service will be available to support external participants or to support situations where the use of PC audio isn't favorable for the internal participants.
預期、可衡量、商業結果Expected, measurable, business outcomes
隨著新式通訊與共同作業平臺,將小組移至團隊,將會大大降低傳送 PSTN 會議服務的成本。The move to Teams as a modern communications and collaboration platform, combined with the Audio Conferencing service, will greatly reduce the cost to deliver the PSTN conferencing service.

提示

以下是通話方案的完整商務使用案例範例:The following is an example of a completed business use case for Calling Plans:

目前業務程式的描述Description of current business process
Contoso office 工作區的標準設定包含每個書桌的桌面電話。Standard configuration of Contoso's office workspaces includes a desktop phone for every desk. 每個員工都已獲直接撥出電話號碼。Each employee has been given a direct inward dialing (DID) phone number. 桌面電話已連線至 PBX 系統,並透過會話初始通訊協定(SIP)主幹來連線至 PSTN。The desktop phones are connected to a PBX system, and connected to PSTN via a session initiation protocol (SIP) trunk. 員工只能在其指派的桌面手機撥打及接聽電話。Employees can only make and receive phone calls at their assigned desktop phones.
現有業務程式面臨的挑戰Challenges with existing business process
桌面手機的使用狀況分析顯示,只有10% 的桌面電話可供使用,而 rest 則會設定為將來電轉接到行動電話,或同時撥打至行動電話。Usage analysis of the desktop phones shows that only 10% of the desktop phones are actively used, with the rest configured either to forward calls to mobile phones or to simultaneously ring to mobile phones. 維護現有的 PBX 系統和相關的桌面電話,可為 Contoso 的每月電話語音成本貢獻20%。Maintaining the existing PBX system and associated desktop phones contributes to 20% of Contoso's monthly telephony service cost.
技術可以如何克服這些難題How technology can overcome these challenges
通話方案可利用原生 Microsoft 團隊應用程式,讓使用者的個人電腦在資料網路上接收並撥打電話。Calling Plans will allow a user's personal computer to receive and place phone calls over the data network by leveraging the native Microsoft Teams app. 這樣就不需要推出及維護桌面手機,而且會開啟停止使用現有 PBX 系統的機會,因為手機服務可以透過雲端在網路上傳送,而在傳統的電話系統上沒有相依性。This removes the need to roll out and maintain desktop phones, and opens the opportunity to decommission the existing PBX system, because the phone service can be delivered via the cloud over the network with no dependency on a traditional phone system.
預期、可衡量、商業結果Expected, measurable, business outcomes
移除維護需求以及解除舊版 PBX 和桌面手機將可減少20% 的每月電話語音費用。Removing maintenance requirements and decommissioning legacy PBX and desktop phones will deliver a 20% reduction in monthly telephony service expenses. 通話方案可簡化 office 工作區,允許 Contoso 透過建立具有最低前期電話成本的新辦事處來擴充其運作。Calling Plans will simplify office workspaces, allowing Contoso to expand its operations by establishing new offices with minimal upfront telephony costs.

提示

以下是直接路由的完整商務使用案例範例:The following is an example of a completed business use case for Direct Routing:

目前業務程式的描述Description of current business process
Contoso office 工作區的標準設定包含每個書桌的桌面電話。Standard configuration of Contoso's office workspaces includes a desktop phone for every desk. 每個員工都已獲直接撥出電話號碼。Each employee has been given a direct inward dialing (DID) phone number. 桌面電話已連線至 PBX 系統,並透過會話初始通訊協定(SIP)主幹來連線至 PSTN。The desktop phones are connected to a PBX system, and connected to PSTN via a session initiation protocol (SIP) trunk. 員工只能在其指派的桌面手機撥打及接聽電話。Employees can only make and receive phone calls at their assigned desktop phones.
現有業務程式面臨的挑戰Challenges with existing business process
桌面手機的使用狀況分析顯示,只有10% 的桌面電話可供使用,而 rest 則會設定為將來電轉接到行動電話,或同時撥打至行動電話。Usage analysis of the desktop phones shows that only 10% of the desktop phones are actively used, with the rest configured either to forward calls to mobile phones or to simultaneously ring to mobile phones. 維護現有的 PBX 系統和相關的桌面電話,可為 Contoso 的每月電話語音成本貢獻20%。Maintaining the existing PBX system and associated desktop phones contributes to 20% of Contoso's monthly telephony service cost.
技術可以如何克服這些難題How technology can overcome these challenges
SIP 中繼提供者合約最近已簽署,並將在三年內生效。The SIP trunk provider contract was recently signed and will be in place for three years. [直接路由] 可讓 SIP 中繼提供者提供 PSTN 連線,也可利用原生 Microsoft 團隊應用程式,讓使用者的個人電腦在資料網路上接收並撥打電話。Direct Routing allows PSTN connectivity to be provided by the SIP trunk provider and also will allow a user's personal computer to receive and place phone calls over the data network by leveraging the native Microsoft Teams app. 這樣就不必再推出及維護桌面電話,並開啟可讓現有 PBX 系統退役的機會,同時維持有限的內部部署會話邊界控制器(SBC)需求量。This removes the need to roll out and maintain desktop phones, and opens the opportunity to decommission the existing PBX system, while maintaining a limited on-premises session border controller (SBC) footprint.
預期、可衡量、商業結果Expected, measurable, business outcomes
移除維護需求以及解除舊版 PBX 和桌面手機將可減少20% 的每月電話語音費用。Removing maintenance requirements and decommissioning legacy PBX and desktop phones will deliver a 20% reduction in monthly telephony service expenses. 直接路由可簡化 office 工作區,允許 Contoso 以最少的前期電話成本建立新的辦公室來擴充其運作。Direct Routing will simplify office workspaces, allowing Contoso to expand its operations by establishing new offices with minimal upfront telephony costs.

除了定義您的業務使用案例之外,您還可以設定您要對準的專案界限,以促進其配置:In addition to defining your business use cases, to set the project boundaries you should aim to drive clarity around:

  • 組織範圍:[音訊會議]、[通話方案] 或 [直接路由] 的實現,可能會包含整個組織或僅限特定的業務單位。Organizational scope: The implementation of Audio Conferencing, Calling Plans, or Direct Routing might encompass the whole organization or just specific business units.

  • 專案時程表: 專案將會執行的特定時程表。Project timeline: The specific timeline the project will run.


An icon depicting decision points 決策點Decision points
  • 您可以在組織中識別的音訊會議有哪些業務使用案例?What are all the business use cases for Audio Conferencing you can identify in your organization?
  • 您可以在組織中識別的通話方案,有哪些業務使用案例?What are all the business use cases for Calling Plans you can identify in your organization?
  • 在您的組織中,您可以識別的直接路由功能有哪些業務使用案例?What are all the business use cases for Direct Routing you can identify in your organization?
An icon depicting the next steps 後續步驟Next steps
  • 為您的組織記錄所有商務用的語音會議案例。Document all business use cases for Audio Conferencing for your organization.
  • 記錄貴組織通話方案的所有商務使用案例。Document all business use cases for Calling Plans for your organization.
  • 為您的組織記錄直接路由的所有商務使用案例。Document all business use cases for Direct Routing for your organization.

找出主要的專案關係人Identify key stakeholders

在前一個步驟中定義的商務使用案例包括音訊會議、通話方案或直接路由實施的組織範圍。The business use cases defined in the previous step include an organizational scope for the Audio Conferencing, Calling Plans, or Direct Routing implementation. 根據這個,您可以完成綜合性風險承擔者矩陣,以納入專案中所需的適當人員。Based on that, you can complete the comprehensive stakeholder matrix to include the right people to involve in the project.

提示

以下是可供您用來記錄專案干係人的 [風險承擔者矩陣] 範本範例:Below is an example of stakeholder matrix template that you can use to document the project stakeholders:

角色Role 描述Description 名稱、連絡人資訊、位置Name, contact information, location
專案主管主管Project Executive Sponsor
  • 針對專案與交付專案目標,取得最大的主管及責任。Take ultimate authority and accountability for the project and delivery on project objectives.
  • 協助解決專案組長上報的問題。Help resolve issues escalated by the Project Lead.
  • 在公司中承辦人溝通專案目標。Sponsor communication within the company about project goals.
  • 作出重要的戰略決策。Make key strategic decisions.
  • 確保所需資源和預算的可用性。Ensure the availability of required resources and budget.
  • 領導季度商業考評(QBRs)。Lead quarterly business reviews (QBRs).
  • 磁片磁碟機購買及支援知曉活動工作。Drive buy-in and support of awareness campaign efforts.
  • 成為程式推出的專案發起者。Serve as the Project Sponsor to the program rollout.
TBATBA
專案主管Project Lead
  • 管理並領導專案小組。Manage and lead the project team.
  • 協調合作夥伴和工作團隊,共同參與專案。Coordinate partners and working teams engaged in the project.
  • 負責建立及管理專案方案,以符合每季重要的結果。Be accountable for creating and managing project plans to meet quarterly key results.
  • 解決跨職能部門的問題。Resolve cross-functional issues.
  • 提供專案贊助商的定期更新。Provide regular updates to project sponsors.
  • 將採納方面納入到全面的專案規劃中。Incorporate adoption aspects into the all-up project plan.
  • 每月運營(月度)業務與運作審查(MBRs)、參與 QBRs。Lead monthly Business and Operational Reviews (MBRs), contribute to QBRs.
TBATBA
共同作業主管/架構師Collaboration Lead/Architect
  • 在公司主管所定義的共同作業戰略上執行。Execute on the collaboration strategy defined by company executives.
  • 分析並選擇符合公司業務目標的共同作業產品。Analyze and choose collaboration products that meet business goals for the company.
  • 共同作業產品的設計作業。Design operations for collaboration products.
  • 定義操作和支援模型。Define operation and support models.
  • 參與每月和每季的商業評論。Contribute to monthly and quarterly business reviews.
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顧問Consultant
  • 針對 configuration services 負責Be responsible for configuration services
  • 參與整體方案架構。Contribute to the overall solution architecture.
TBATBA
專案經理Project Manager
  • 開發及維護專案規劃。Develop and maintain the project plan.
  • 依專案計劃和預算,管理專案的交付專案。Manage project deliverables in line with the project plan and budget.
  • 記錄及管理專案問題,包括升級。Record and manage project issues, including escalations.
  • 執行每週 standup 通話。Conduct weekly standup calls.
  • Liaise,並提供更新給專案主管發起者。Liaise with, and provide updates to, project executive sponsors.
  • 與架構師共同定義變更管理方法與通訊方案。Work with the architect to define the change management approach and communication plans.
TBATBA
變更管理/採用專家Change Management/Adoption Specialist
  • 在探索階段中將輸入提供給採納與訓練程式。Provide input during the Discovery phase into adoption and training processes.
  • 參與採納戰略研討會。Participate in the adoption strategy workshop.
  • 針對採納戰略進行開發並承擔責任。Develop and take responsibility for the adoption strategy.
  • 開發及執行溝通方案。Develop and execute the communication plan.
  • 為使用者提供培訓。Deliver trainings to users.
  • 收集意見反應並進行問卷調查。Collect feedback and conduct surveys.
TBATBA
網路潛在客戶Network Lead
  • 在探索階段中提供輸入至網路設計。Provide input during the Discovery phase into network design.
  • 在構想階段研討會中參與規劃。Participate in planning during the Envision phase workshop.
  • 在專案執行期間協調網路小組的工作。Coordinate the work of the networking team during project execution.
TBATBA
安全性潛在客戶Security Lead
  • 在探索階段中,將輸入提供給安全性設計與處理常式。Provide input during the Discovery phase into security design and processes.
  • 在構想階段研討會中參與規劃。Participate in planning during the Envision phase workshop.
  • 在專案執行期間協調安全小組的工作。Coordinate the work of the security team during project execution.
TBATBA
電話領導Telephony Lead
  • 在探索階段中提供輸入以進行電話設計。Provide input during the Discovery phase into telephony design.
  • 在構想階段研討會中參與規劃。Participate in planning during the Envision phase workshop.
  • 在專案執行期間協調電話團隊的工作。Coordinate the work of the telephony team during project execution.
TBATBA
桌面客戶Desktop Lead
  • 在探索階段中提供輸入至用戶端與更新程式。Provide input during the Discovery phase into the clients and update process.
  • 在構想討論會期間參與規劃。Participate in planning during the Envision workshop.
  • 在專案執行期間協調桌面團隊的工作。Coordinate the work of the desktop team during project execution.
TBATBA
支援/問訊台組長Support/Help Desk Lead
  • 在探索階段中提供輸入至操作模型和支援模型。Provide input during the Discovery phase into operational and support models.
  • 在構想階段研討會中參與規劃。Participate in planning during the Envision phase workshop.
  • 參與支援模型規劃。Participate in support model planning.
  • 在專案執行期間協調支援小組與資源的工作。Coordinate the work of support teams and resources during project execution.
TBATBA
公司單位代表Business Unit Representatives
  • 參與以使用者為基礎的採用指南和資料。Contribute to user-based adoption guides and materials.
  • 參與並查看商務用案例。Contribute to and review business use cases.
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部署組長Deployment Lead
  • 確保已滿足部署先決條件。Ensure that deployment prerequisites are met.
  • 在板載階段活動中參與資源。Engage resources to be involved in the Onboard phase activities.
  • 參與會議以審閱並準備部署狀態的報告。Participate in meetings to review and prepare reports on deployment status.
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IT 管理員IT Admins
  • 協助測試規劃及執行。Assist with test planning and execution. 此角色適用于 IT 專業人員。This role is for IT pros.
TBATBA
服務擁有者Service Owner
  • 負責音訊會議、通話方案或直接路由服務的運作。Be responsible for the operation of the Audio Conferencing, Calling Plans, or Direct Routing service, all up.
  • 擁有音訊會議、通話方案或直接路由服務。Own the Audio Conferencing, Calling Plans,or Direct Routing service.
TBATBA
品質擁護Quality Champions
  • 驅動品質、可靠性與使用者的意見反應。Drive quality, reliability, and user feedback.
  • 找出品質趨勢,並與各個團隊進行磁片磁碟機修正。Identify quality trends and drive remediation with the respective teams.
  • 透過指導委員會向指導委員會報告,回到領導層。Report through the steering committee back to leadership.
  • 透過評級與淨 Promoter 分數來報告品質、可靠性及使用者觀點。Report on quality, reliability, and user sentiment through Rate My Call and Net Promoter Score.
TBATBA

An icon depicting decision points 決策點Decision points
  • 誰會填入貴組織的每個主要專案關係人角色?Who will fill each key stakeholder role for your organization?
An icon depicting the next steps 後續步驟Next steps
  • 記錄所有主要的專案關係人,並將該角色的責任及預期傳達給每個獲指派的人員。Document all key stakeholders, and communicate the responsibilities and expectations of the role to each assigned individual.

定義 OKRs、KSIs 和風險Define OKRs, KSIs, and risks

在專案干係人組建時,您可以將商務用案例、組織範圍和專案時程表轉換成目標和主要結果(OKRs),而專案成功的度量可以定義為重要的成功指示(KSIs)。With the project stakeholders assembled, you can translate business use cases, organizational scope, and project timelines into objectives and key results (OKRs), and the measures of project success can be defined as a list of key success indicators (KSIs).

在定義 OKRs 和 KSIs 中,完全參與來自專案的專案關係人,以協助確保他們感覺擁有權,並將這些成功尺度與組織的業務需求相符。Full participation from project stakeholders in defining OKRs and KSIs is essential to help ensure they feel a sense of ownership and align these measures of success to organizational business requirements.

OKRs 包含您在專案開始時所設定的目標,而且您會以季度為單位定義可測量的金鑰結果。OKRs contain the objectives you set in the beginning of the project, and you define measurable key results on a quarterly basis. 您每月都會查看金鑰結果,以追蹤整個專案的狀態,並根據進度來調整季度方案(視情況而定)。You review key results monthly to track the status of the overall project, and—based on progress—you adjust quarterly plans as needed.

提示

以下是可參考音訊會議的 OKRs 相關範例:Examples of OKRs relevant to an Audio Conferencing implementation can be referenced below:

視覺:透過最大化 Microsoft 365 或 Office 365 投資來提高生產力Vision: Increase productivity by maximizing Microsoft 365 or Office 365 investments

目標Objectives 主要結果Key results 待辦事項To do
在會計年度結束的小組中部署音訊會議2018Deploy Audio Conferencing in Teams by end of fiscal year 2018 FY18Q1:全域在團隊中部署音訊會議FY18Q1: Deploy Audio Conferencing in Teams globally 構思Envision
  • 建立成功計畫Create success plan
  • 建立詳細的技術實施方案Create detailed technical implementation plan

板載Onboard

  • 執行成功計畫Execute success plan
  • 執行技術實現方案Execute technical implementation plan
在會計年度2018的中間,全域解除舊版 PSTN 會議服務Decommission legacy PSTN Conferencing service globally by mid of fiscal year 2018 FY18Q2:全域解除舊版 PSTN 會議服務FY18Q2: Decommission legacy PSTN Conferencing service globally 磁片磁碟機值Drive Value
  • 提升使用者的參與與磁片磁碟機採納Boost user engagement and drive adoption
  • 管理及準備變更Manage and prepare change
  • 測量、共用成功及反覆運算Measure, share success, and iterate

提示

下列是與通話方案實施相關的 OKRs 範例:Examples of OKRs relevant to a Calling Plans implementation can be referenced below:

視覺:透過最大化 Microsoft 365 或 Office 365 投資來提高生產力Vision: Increase productivity by maximizing Microsoft 365 or Office 365 investments

目標Objectives 主要結果Key results 待辦事項To do
在會計年度結束後,在歐洲分支辦公室部署通話方案2018Deploy Calling Plans in European branch offices by end of fiscal year 2018 FY18Q3:在倫敦 office 中部署通話方案FY18Q3: Deploy Calling Plans in London office 構思Envision
  • 建立成功計畫Create success plan
  • 建立詳細的技術實施方案Create detailed technical implementation plan

板載Onboard

  • 執行成功計畫Execute success plan
  • 執行技術實現方案Execute technical implementation plan
在會計年度2018結束後,在倫敦 office 中解除授權舊版 PBXDecommission legacy PBX in London office by end of fiscal year 2018 FY18Q4:在倫敦 office 中解除授權舊版 PBXFY18Q4: Decommission legacy PBX in London office 磁片磁碟機值Drive Value
  • 提升使用者的參與與磁片磁碟機採納Boost user engagement and drive adoption
  • 管理及準備變更Manage and prepare change
  • 測量、共用成功及反覆運算Measure, share success, and iterate

提示

以下是與直接路由實現相關的 OKRs 範例:Examples of OKRs relevant to a Direct Routing implementation can be referenced below:

視覺:透過最大化 Microsoft 365 或 Office 365 投資來提高生產力Vision: Increase productivity by maximizing Microsoft 365 or Office 365 investments

目標Objectives 主要結果Key results 待辦事項To do
依會計年度結束,在加拿大分支機搆部署直接佈線2018Deploy Direct Routing in Canadian branch offices by end of fiscal year 2018 FY18Q3:在多倫多 office 中部署直接路由FY18Q3: Deploy Direct Routing in Toronto office 構思Envision
  • 建立成功計畫Create success plan
  • 建立詳細的技術實施方案Create detailed technical implementation plan

板載Onboard

  • 執行成功計畫Execute success plan
  • 執行技術實現方案Execute technical implementation plan
在2018會計年度結束後,在多倫多 office 中解除舊版 PBXDecommission legacy PBX in Toronto office by end of fiscal year 2018 FY18Q4:在多倫多 office 中解除舊版 PBXFY18Q4: Decommission legacy PBX in Toronto office 磁片磁碟機值Drive Value
  • 提升使用者的參與與磁片磁碟機採納Boost user engagement and drive adoption
  • 管理及準備變更Manage and prepare change
  • 測量、共用成功及反覆運算Measure, share success, and iterate

KSIs 測量主要結果的品質與成功率,並利用良好與/或不正確的結果來補充 OKRs 的二進位性質(達到或未取得)。KSIs measure quality and success of the key results, and complement the binary nature of OKRs (achieved or not achieved) by detailing good and/or bad results.

在定義 KSIs 時,建議您使用「特定、可測量、可賦值、真實、時間相關的「(聰明)」準則:When defining KSIs, we recommend that you use "specific, measurable, assignable, realistic, time-related" (SMART) criteria:

  • 特定:針對特定區域進行改進Specific: target a specific area for improvement

  • 可測量:量化或至少建議的指示、進度Measurable: quantify, or at least suggest an indicator of, progress

  • 可賦值:指定要執行的工作Assignable: specify who will do it

  • 真實:指出可實際達到哪些結果、給定可用的資源Realistic: state what results can realistically be achieved, given available resources

  • 時間相關:指定可以何時達到結果Time-related: specify when the results can be achieved

提示

下列是與此專案相關的 KSI 範例:The following is an example of KSI relevant to this project:

類型Type KSI 問題 & 準則KSI question & criteria 測量方式How measured 成功準則Success criteria 分貝Measured 負責Responsible
使用量/採用Usage/adoption 通話品質等於或優於先前的方案Call quality is equal to or better than the previous solution 匯總Survey 80% 的使用者同意或強烈同意80% of users agree or strongly agree 啟用之後及每季After enablement and quarterly 資訊技術小組Information Technology team
使用量/採用Usage/adoption Microsoft 團隊使通訊程式變得更容易Microsoft Teams made the communication process easier 匯總Survey 80% 的使用者同意或強烈同意80% of users agree or strongly agree 啟用之後及每季After enablement and quarterly 變更管理小組Change Management team
使用量/採用Usage/adoption 使用者積極使用此方案Users actively use the solution Microsoft 365 報表,通話品質儀表板Microsoft 365 reports, Call Quality Dashboard 80% 的使用者是每日作用中的使用者80% of users are active daily users 日常Daily 變更管理小組Change Management team
使用量/品質Usage/quality 不佳通話/會議的百分比應該很少Percentage of poor calls/conferences should be minimal 通話品質儀表板Call Quality Dashboard 每個月 < 5% 的差通話< 5% of poor calls per month 日常Daily 資訊技術小組Information Technology team
用法/支援Usage/support 我知道如何取得技術支援I know how to get technical support 匯總Survey 90% 的使用者同意或強烈同意90% of users agree or strongly agree 啟用之後及每季After enablement and quarterly 變更管理小組Change Management team
用法/支援Usage/support 我對技術支援品質感到滿意I am satisfied with the quality of technical support 匯總Survey 80% 的使用者同意或強烈同意80% of users agree or strongly agree 每個事件之後After each incident 資訊技術小組Information Technology team
收入Financial 減少舊版會議紀要Reduction of legacy conferencing minutes 財務系統Financial system 符合已定義的 ROIMeet defined ROI 根據 ROIBased on ROI 變更管理小組Change Management team

您需要在此練習中找出商業風險,並針對每個已識別的風險定義一個緩解方案。You need to identify business risks as part of this exercise, and define a mitigation plan for each identified risk. 您可以在風險註冊中捕獲此資訊。This information can be captured into a risks register.

提示

您的風險登記簿可能會記錄為以下範例:Your risk register can be documented as the example below:

造成Risk 幾率Likelihood 受到Impact 全域Overall 緩解方案Mitigation plan
即將進行的合併將新增至1000人Upcoming merger will add up to 1,000 people 中高High 中高High 中高High
  • 針對已合併的公司,建立一個適用于自己專案階段的獨立 OKR (構想,板載,磁片磁碟機值)For merged companies, create a separate OKR that applies to their own project phases (Envision, Onboard, Drive Value)
  • 請勿在現有的 OKRs 中包含這些 OKRsDon't include these OKRs in existing OKRs
電話號碼移植會延遲專案完成Telephone number porting will delay project completion 中高High 中高High 中高High
  • 準備支援電話號碼移植所需的所有資訊(客戶服務記錄、帳單詳細資料、授權信件)Prepare all the information required to support telephone number porting ahead of time (customer service record, billing details, Letter of Authorization)
  • 調整專案時程表,以適應電話號碼移植執行的周轉時間Adjust the project timeline to accommodate the turnaround time of telephone number porting execution
  • 將新的電話撥入式會議號碼的使用方式傳達給外部參與者Communicate the use of new dial-in conferencing numbers to external participants
  • 使用臨時電話號碼與本機號碼操作Use temporary telephone numbers with Caller ID manipulation
規劃的網路重新設計Planned network redesign 中高High 中型Medium 中型Medium
  • 在將團隊作為現代通訊與共同作業平臺實施前,請在專案範圍內針對網站進行網路就緒性評估Before implementing Teams as a modern communications and collaboration platform, conduct a network readiness assessment for sites in scope of the project
SBC 設定SBC configuration 中高High 中高High 中高High
  • 在針對現有的 PBX 實現團隊取代之前,請確認您可以滿足所有 SBC 設定需求Before implementing Teams as replacement for the existing PBX, confirm that you can meet all SBC configuration requirements
  • 確認 SBC 支援資源已設定適當的技能,以設定 SBC 進行直接路由Confirm that SBC support resources have the proper skill set to configure SBC for Direct Routing

An icon depicting decision points 決策點Decision points
  • 貴組織's OKRs 和 KSIs?What are your organization's OKRs and KSIs?
  • 您已確定哪些風險與貴組織中的音訊會議實現有關嗎?What risks have you identified relevant to the implementation of Audio Conferencing in your organization? 已識別之風險的緩解方案為何?What are the mitigation plans for the identified risks?
  • 您在組織中的通話方案實施中發現哪些風險?What risks have you identified relevant to the implementation of Calling Plans in your organization? 已識別之風險的緩解方案為何?What are the mitigation plans for the identified risks?
  • 您已確定哪些風險與組織中的直接路由實施相關?What risks have you identified relevant to the implementation of Direct Routing in your organization? 已識別之風險的緩解方案為何?What are the mitigation plans for the identified risks?
An icon depicting the next steps 後續步驟Next steps
  • 記錄 OKRs 和 KSIs,並建立風險註冊。Document the OKRs and KSIs, and establish the risks register.

建立籌畫指導委員會Establish a steering committee

「指導委員會」是一組主要的專案關係人,也就是專案領導人,我們已將專案或計畫導向其定義的商業成果。A steering committee is a governing group of key stakeholders and project leaders who have been brought together to guide a project or program toward its defined business outcomes. 指導委員會不會直接負責專案的交付方式而是將專案傳達給業務。The steering committee isn't directly responsible for how the project is delivered, but rather what the project delivers to the business.

每個專案都需要商定的願景與章程。Every project requires an agreed-on vision and charter. 若要從專案中傳送您想要的結果,遠景必須明確定義,而且必須受到監視及維護。To deliver the outcomes you want from the project, the vision must be clearly defined, and it needs to be monitored and maintained. 這會成為籌畫指導委員會的責任:若要推動決策、建議、提供戰略監管,以充當專案計劃的組織,以及在必要時,請移除封鎖器。This becomes the responsibility of the steering committee: to drive decisions, advise, provide strategic oversight, to serve as advocates to the organization for the project's initiatives, and—when necessary—remove blockers.

貴組織應該將重要的想法放入籌畫指導委員會。Your organization should put significant thought into the formation of the steering committee. 該委員會必須確保專案達到您為整個組織所做的變更所定義的公司目標,定期開會以討論專案目前的脈衝,並協助解除封鎖在這種情況下遇到的任何障礙。The committee must ensure that the project achieves the business objectives you've defined for driving change throughout the organization, meet periodically to discuss the current pulse of the project, and help unblock any obstacles that are encountered along the way.

委員會應該定義其宗旨,以包括一些主要目標:The committee should define its charter to include some key objectives:

  • 在專案小組與主管主管或高層領導之間保持緊密的關聯性。Keep a strong alignment between the project team and the executive sponsor or executive leadership.

  • 深入瞭解專案對於主管主管或主管領導的狀態。Provide insight into the status of the project to the executive sponsor or executive leadership.

  • 讓總經理主管或高層主管小組為專案提供方向與輸入,並透過調整專案方案、目標金鑰結果(OKRs)及其他專案活動,以確保其符合企業目標。Allow the executive sponsor or executive leadership team to provide direction and input to the project and ensure that it aligns with overarching business goals, by adjusting project plans, objective key results (OKRs), and other project activities.

籌畫指導委員會在專案的整個生命週期中都符合週期性間隔,以確保組織領導與專案小組之間的關聯。The steering committee meets at a recurring interval throughout the lifetime of a project to ensure alignment between the organizational leadership and the project team. 這項重要的會議可確保專案的方向具有領導能力的完整支援,並將由領導提供的任何意見反應納入專案中,以促進成功。This critical meeting ensures that the direction of the project has leadership's full support and incorporates any feedback provided by leadership into the project to drive success. 該委員會會使用這些會議,深入瞭解專案狀態,以及:The committee uses these meetings to gain insight into project status, and to:

  • 同意與業務案例相符的商業結果,並確保專案能夠傳送這些結果。Agree on business outcomes that align to the business case, and to ensure the project is driving towards delivery of these outcomes.

  • 檢查並核准專案,以保證其準確性並符合商業案例的規範。Check and approve the project for accuracy and compliance with the business case.

  • 審查並驗證對業務案例所做的變更,可能會影響任何已定義的結果。Review and verify changes made to the business case that could affect any defined outcomes.

  • 針對專案交付優先順序進行戰略決策,以及核准暫時交付專案。Make strategic decisions regarding the prioritization of project deliverables, and approve interim deliverables.

  • 找出、管理及減輕從委員會所需要的其他影響力所需的缺口、風險及問題。Identify, manage, and mitigate gaps, risks, and issues where additional influence is required from the committee.

  • 從管理層主管或主管領導小組收集客戶支援,以解決需要上報的問題、排定風險承擔者企業單位之間的任何衝突並加以解決。Gather support from the executive sponsor or executive leadership team for issues that require escalation, prioritizing and resolving any conflicts between stakeholder business units.

  • 提供正式的意見反應和建議給高層領導、變更建議委員會,或其他業務和 IT 干係人(如果適用的話)。Provide formal feedback and recommendations to executive leadership, the change advisory board, or other business and IT stakeholders, as applicable.


An icon depicting decision points 決策點Decision points
  • 決定您的組織是否需要籌畫指導委員會。Decide whether a steering committee is required for your organization.
An icon depicting the next steps 後續步驟Next steps
  • 找出籌畫指導委員會的成員。Identify members of the steering committee.
  • 排程指導委員會會議。Schedule steering committee meetings.
  • 準備進行籌畫指導委員會會議。Prepare for steering committee meetings.
  • 舉行籌畫指導委員會會議。Hold steering committee meetings.
  • 根據籌畫指導委員會會議輸入採取行動。Take action based on steering committee meeting input.

您可以在籌畫指導委員會指南中找到有關如何運作適當指導委員會的其他詳細指導方針。Additional detailed guidance on how to operate a proper steering committee can be found in the steering committee guide.