1. APPENDIX 3 Key Performance Index
(Technical Engineer)
Con
sult
ant
Capra Bogdan Iulian
Technical
engineer
Serv
ice
Prov
ision
Technical engineer
Base: Bucharest
Responsibility:
1. Core Network Event Severity Level Identification (Emergency, Critical, Major, Minor),and
dispatch TTs(trouble ticket) to related team to resolve the faults；
2.Responsible as technical customer contact
3.Trouble Ticket Management(Create, update and close the Trouble Ticket; track the
Trouble Ticket handling progress)；
4.Escalation for Alarms & Problem resolution(especially for the critical alarms)；
5.Change Management (Track the Change Implementation status and send change status
report timely)；
6.Submit the daily TT Statistics & Analysis & Tracking Report
7. Core Network Performance and Capacity Monitoring, Reporting, Analysis, Assessment
and Optimization;
8.Cooperate with other teams for Fault Handling and Performance Management and
Optimization
9 .Accept some irregular working hours
10.Available to support emergency issues during off-time (on-call) and bussines-trips in
country from time to time
11. Any other tasks may be assigned by direct supervisor or department head.

2. KPI：
KPIs Weight Criteria Score
SOP
execution
Attendance
performance
15
3 points shall be deducted in case Leave the position over
15minutes without permission；
2 points shall be deducted in case Come late or leave early；
1 point shall be deducted in case the shift record is not
completed
For each unprofessional mail sent to ZTE or ZTE customer, 1-4
points will be deducted.
15
Fault
Management
20
Critical：3 -4 points shall be deducted per TT which is not
created ,dispatched ,tracked，updated or closed timely；
Major：2-3 point shall be deducted per TT which is not created
,dispatched ,tracked，updated or closed timely；
Minor：1-2 point shall be deducted per TT which is not created
,dispatched ,tracked，updated or closed timely；
All the Critical/Major alarms happened in the network shall be
tracked effectively.2-3 points will be deducted for the important
alarm which is lost of tracking or ignored by personal cause.
17
Reports
accomplishmen
t
20
4 points shall be deducted for each report delayed or mistaken.
For the reports produced in the night, the morning shift engineer
shall take a check for it before the related notification mail
sending, if no check, the corresponding deduction will be
calculated.
19
Fault Escalation 15
5 points shall be deducted per fault which is not escalated in
time; 13
Compensativ
e Evaluation
Attitude 10
Positive,8～10 Points；
Passive,4～7 Points；
Irresponsible,0～3 Points
9
Team working 5
cooperative，4～5 Points；
Infrequently in cooperative，2～3 Points；
Inco operative，0～1 Point
5
Compliance of
SOP Rules
5
Never Break the SOPs&Rules，4～5 Points；
Infrequently Break the SOPs&Rules，2～3 Points；
Often Break the SOPs&Rules，0～1 Point
5
Competence 10
High-Level，8～10 Points；
Middle-Level，4～7 Points；
Low-Level，0～3 Points
9
Others
Complaint or
praise from
customer
±10
Award：Formal Praise from Customer ，5 points per case；
Plenty：Complaint from Customer ，5 points per case
Doc for
Experience/Skill
Summary
10
Award:
Perfect Doc: 7– 9 Points per case;
High Quality DOC: 4—6 Points per case
Good Quality doc: 1—3 Points per case
Total 100 92
Target KPI= 90%, no exceed to 100%
If 90%= <KPI, 100% of the bonus will be paid.
If 80%= <KPI<90%, 50% of the bonus will be paid.

3. If 70%= <KPI<80%, ZTE has the right to terminate the PO as per the termination notice
period.
Signed for and on behalf of
S.C ZTE ROMANIA S.R.L.
Signed: ___________________________
Name:
Position:
Date:
Signed for and on behalf of
S.C. ADECCO RESURSE UMANE S.R.L.
Signed: ___________________________
Name:
Position:
Date: