Name: -

Date: -
RATING SCALE of 1 to 5
Review date from
(Rating = 3, Meets Expectation)

Performance Factor – Qualitative

Job Knowledge - Understanding of present job duties and related work
Job Skills – Demonstrates Skills for job performance.

Quality of Work – Accuracy/Neatness and effectiveness of work performed.

Quality of Service – Willingness to exhibit a caring attitude, courteous,
rapport building and promptness.

Judgment – Ability to organize and achieve logical conclusion in a timely

fashion.
Dependability -: Performance of Job duties in the absence of direct or indirect
supervision.
Adaptability / Flexibility - The ability to successfully alter activities to cope
with demands of new situations that require acceptance and support. For
example, being open to Ideas and suggestions from others.

Initiative - Resourcefulness, self- willingness to accept and ability to carry out

responsibility.
Communication Skills :- Ability to communicate with others orally or in
written
Performance Factor – Quantitative
Attendance - Attendance and punctuality
Low Average Handling Time - Time taken to resolve issues in a period of
time.
High Customer Satisfaction Scores - Survay based Score Rating
Low Work Time Ratio - Difference between Total Work Time and Actual
Time Worked.
Adherence to Defined Process - Qulaity of Work as Per the Defined
Process
7) High Quiz scores
Promotion of Team Work.
Supervisory Skills ( Team Lead Skills )
Organizational and Administrative Effectiveness and Efficiency – The Lead’s
ability to plan, implement and administer.
Leadership –
The extent to which the supervisor is able and willing to effectively guide,
develop and set a Positive example for others.
Strengths / Accomplishments:

Task Accomplished.

His expectation: -
1) Over Exceeds Expectation 2) Exceeds Expectation 3) Meets Expectation 4) Below Expectation
5) Poor
Technical Support Monthly Statistics

SECTION I: METRICS

1. Monthly Total Individual Engineer performance statistics

Total Incidents =
Enginee Total Voice Total Time on
Total Web Tickets Total Voice Call +
r Call incidents/Month
Total Web Tickets
Priya 10 10 20 600
Tona
Ashok

1. Quality Scores

Average handling
Average Web time of Incidents = FTR percentage =
Enginee No of Days Tickets = Number Total time on
r worked of Ticket / Number incidents / Total Total FTR / Total
of days number of Number of incident
incidents X 100
Priya 20 2 30 25%
Tona
Ashok

1) Average no of incidents / engineer = total no of incident / number of engineer =

Servelet Stack Spikenet Incidents Suite Two Spikenet Incidents

Opened Closed Pending to date Opened Closed

2
3 13 3 1
3 5 3 1
4 5 4 5

Turnaround time of
Servelet Stack
incidents as measured
over last 4 weeks

Turnaround time of
Suite Two incidents as
measured over last 4
weeks
 Turnaround time of
Solution factory
incidents as measured
over last 4 weeks

Average # of unique
Servelet Stack
incidents as measured
over the last 3 weeks
Average # of unique
Suite Two incidents as
measured over the
last 3 weeks

Average # of unique
Servelet Stack incidents
as measured over the
last 3 weeks

3. Product Stability – Development Escalations & Bugzilla Tickets

Servelet Stack Spikenet Escalations Suite Two Spikenet Escalations

Initiated Resolved Pending Initiated Resolved
2 2

4. Client Support

Partner Product Referred Resolved Pending

1 1
1 1

Percentage of total issues referred by NEC classifiable as Level III --

5. Customer Satisfaction

1) Percentage of Tech Support Calls received at the Front Desk or at Desk this Month where the
None
2) Number of instances this Month where any Sales Team member relayed customer dissatisfact
None
3) Proactive ongoing assessment by the Support Team (See table below).

Time spent on these calls by the techs is not mentioned on the daily reports / in the weekly status report.

Custome
r Survey
 # Of
Customers % Other / No
Polled % Satisfied % Dissatisfied Comments
Customer
s 11 2 0 9
6. Customer Education/ Training
# of End Users
Product Trained this Week
Suite Two
Servelet Stacks
Solution factory
Section II: Status Detail
1. New/ In-progress
Stack/Suite
Two/Solution Factory
Implementation
2.Critical Issues &
Developmet
Escalations

1.      Corrective Measures / Action Plans driven by Metric Data

2.      Major Achievements this Week

3.      Plans for Next Week

 Total Number of Total Number Of Total Number of
Total Number of DSAT
FTR Survays CSAT
5 10 5 3

WTR = Work
Productive = Schedule
DSAT Time Ration =
CSAT Adherence, Process Adherence,
Percentage= Actual hour
Percentage= Quiz scores ,
Total worked/
Total CSAT/Total Low AHT , High FTR , Low DSAT ,
DSAT/Total Expected
Incident x 100 High CSAT , High WTR , and Extra
Incident x 100 Working Hour X
initiative.
100
50% 25%

enet Incidents Solution Factory Incidents

Pending to date Opened Closed Pending to date

1
1
1 5
net Escalations Suite Two Spikenet Escalations
Pending Initiated Resolved Pending

or at Desk this Month where the customer expressed dissatisfaction with either product support or quality:

er relayed customer dissatisfaction with support:

the weekly status report.