Unwana Paul

OPERATIONS REDESIGN From KPI Blame to 100% Output Growth 32-Member Cross-Functional Team Redesign Overview Brought in on a 3-month Founder Operations contract to oversee a 32+ member cross-functional team, 12 Marketing 15 Sales , 5 Business Development. The organization believed the marketing team was underperforming. However, deeper operational diagnosis revealed structural KPI misalignment, role confusion, and strength misallocation across teams. Core Issues Identified Role-strength mismatch • Department-based KPIs instead of workflow ownership • 7-day delivery cycle • Escalation-heavy environment • Weak cross-team accountability Performance wasn’t failing. The architecture was. Structural Intervention • Realigned roles based on behavioral strengths • Redesigned KPIs around measurable output • Introduced end-to-end workflow ownership • Clarified cross-functional handoffs • Institutionalized KPI grading with HR Results • 100% increase in overall output • SLA reduced from 7 → 3 days • 95% response effectiveness • 26% marketing traffic growth • 85% escalation reduction • 65% collaboration improvement in Month 1 Strategic Outcome Blame culture replaced with structured accountability. KPIs began driving behavior, not just reporting activity. Founder transitioned from firefighting to leadership oversight