Building high-performing teams through continuous improvement

At Intercom, building high-performing teams is an ongoing process that requires continuous improvement. The company has developed a framework called the High-Performing Teams (HPT) framework to measure and address the challenges that prevent its R&D teams from performing at their best. The HPT framework focuses on alignment, continuous improvement, and shared learning to help teams identify areas for growth and implement changes to achieve high performance. Intercom implemented the HPT framework in early 2020 to focus on team alignment, continuous improvement of processes, and collaboration. The framework consists of four steps: Measure, Act, Review, and Share, which facilitate in-depth quarterly reflections, using an agreed set of metrics to represent a shared understanding of high team performance. The framework has undergone revisions to make it more inclusive, usable, and useful for every team member, across all teams. Intercom aims to maintain high adoption and engagement with the HPT framework and is adding new reusable 'plays' weekly based on team suggestions to accelerate learning, collaboration, and performance across the org.

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