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
Enginee Total Voice Total Web Tickets r Call
Priya Tona Ashok 10 10

Total Incidents = Total Time on Total Voice Call + incidents/Month Total Web Tickets
20 600

1. Quality Scores
Average Web Enginee No of Days Tickets = Number r worked of Ticket / Number of days
Priya Tona Ashok 20 2

Average handling time of Incidents = FTR percentage = Total time on incidents / Total Total FTR / Total number of Number of incident incidents X 100
30 25%

1) Average no of incidents / engineer = total no of incident / number of engineer =
Servelet Stack Spikenet Incidents Opened Closed 3 3 4 Pending to date 2 13 5 5 Opened 3 3 4 Suite Two Spikenet Incidents Closed 1 1 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 Initiated Resolved Pending 2 2 Suite Two Spikenet Escalations Resolved

Initiated

4. Client Support

Partner

Product

Referred

Resolved

Pending

1 1 Percentage of total issues referred by NEC classifiable as Level III

1 1 --

5. Customer Satisfaction
1) 2) 3)

Percentage of Tech Support Calls received at the Front Desk or at Desk this Month where the None Number of instances this Month where any Sales Team member relayed customer dissatisfact None 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 Polled Customer s 11

% Satisfied 2 # of End Users Trained this Week

% Dissatisfied 0

% Other / No Comments 9

6. Customer Education/ Training
Product 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 FTR
5

Total Number Of Survays
10

Total Number of Total Number of DSAT CSAT
5

3

CSAT Percentage= Total CSAT/Total Incident x 100
50%

DSAT Percentage= Total DSAT/Total Incident x 100
25%

WTR = Work Time Ration = Actual hour worked/ Expected Working Hour X 100

Productive = Schedule Adherence, Process Adherence, Quiz scores , Low AHT , High FTR , Low DSAT , High CSAT , High WTR , and Extra initiative.

enet Incidents Pending to date Opened 1 1 5

Solution Factory Incidents Closed Pending to date

1

net Escalations Pending Initiated

Suite Two Spikenet Escalations 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.

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