The following outlines the 8 core metrics and the guiding principles of their usage that me and my team have sucessfully implemented into our daily discipline to support the collaboration between our European-based office and our Bangalore-based product development partner.

1. Monthly commitment performance report
June 2019

2. Managerial roles & responsibilities
1. Assess daily performance
2. Assess monthly
performance
3. Report negative trends in
performance to Cerulean
1. Maintain a positive daily
performance rating
2. Maintain a positive monthly
performance rating
In cases of negative
performance….
1. Identify and eliminate issue
root causes
2. Provide service credits for
chronic root causes resulting
in frequent poor performance
rating

3. Guiding governance & principles
1. Performance of the overseas development team is assessed daily by TOPP
TI (either at end of day for the current day or at the start of the following
day for prior day’s performance)
2. In situations where there are no performance issues indicated, the KPI
capture exercise should take no more than 3 minutes per day
3. In situations of poor performance ratings, TOPP TI will report to the
Development Partner on a weekly basis to the Development Partner CRM
highlighting issues encountered and their root causes. In instances where
chronic root causes are present and performance is consistently trending
downward, a discussion / review with the Development Partner CRM will
take place
4. A final monthly performance rating will be given considering all daily KPIs
captured during the course of the month
In cases of a final monthly performance rating of poor or very poor
1. A meeting will held between TOPP TI and the Development Partner CRM to
review and agree the final score
2. TOPP TI will be awarded service credits in months where the Development
Partner’s performance rating is ‘poor’ or ‘very poor’

4. Monthly performance score
The monthly performance score is a monthly KPI based on a 1 to 5 scale which
considers the overall monthly performance of the 6 KPIs below.
N° KPI Required
expectation
Description Potential issue causes
1 Uptime % 99% n° hours where PRESTO was not available to
clients due to lost connectivity
• https renewal
• Critical bug in
production
3 N° of hours worked in the
month
160 hours N° of hours worked in the month.
(automatically fed from KPI n°3)
• Illness
• Family issues6 N° of unplanned leave days 0 These are days which the programmer is
scheduled to be available but is not due to
external factors
7 N° of client milestone
deliveries missed
0 N° of deliverables expected for client demos and
usage which are not delivered to the agreed
deadline
• Poor planning
• Time management
8 N° of untimely vacation
requests
0 These are requests for vacation made either a.
last minute or b. for a period where we have a
major client deliverable
• Requests for next
month holiday made
less than 10 business
days before the start
of next month
2 Daily performance rating
monthly average for each
programmer
3.5 See next page for contributing components
9 MONTHLY PERFORMANCE
RATING
3.5 Considers all of the above items
and ultimately assigns a score for
the month

5. Individual daily performance rating
N° KPI Required expectation Description Issue causes
2 Daily performance rating 4 or 5 Describes the programmers performance based
on a 1-5 scale with 1 being very poor and 5 being
excellent
Grade is assigned at end
of day and based on KPI
3, 4, 5 and ALSO
considers
quality/timeliness-
oriented factors (e.g. re-
work / defects, etc.)
3 N° of hours worked in the day 9 hours N° of hours worked in the day
4 N° of unplanned schedule changes 0 N° of changes to the agreed work shift made
within 24 hours of the work shift
• Last minute
appointments made
which cause TOPP TI
personnel to have to
change their schedule5 N° of hours lost due to unplanned
schedule changes
0 N° of hours lost due to last minute schedule
changes (KPI 4)
Additional reasons for poor performance ratings
• Excessive/chronic rework requiring excessive TOPP TI
testing (e.g. dates not being sortable in tables)
• Excessive confusion in availability / scheduling
• Unfulfilled commitments without explanation
• Last minute holiday requests
The daily performance rating (KPI n°2) is assigned to each programmer at the end of the shift and considers KPI 3,4
& 5 AND any additional quality & timeliness issues encountered throughout the day

6. Product downtime
Date Issues details
3
Feb
Faulty code was released
in production making
certain parts of the
dashboard unusable.
5
June
Downtime due to https
security expiration. To
resolve this we need to
buy an annual
subscription.
SUNDAY

7. Unplanned absences
Date Issues details
2 Jan Sick day
13
May
Personal day
18
June
Sick day

8. N° of client deliverable deadlines missed
Date Issues details
13
Jun
Swarovski (Hoshin)
24
May
DEWA (ideation)
22
Feb
MAHY Khoory (media)

9. Daily performance score Av Binoy
1 = very poor
2= poor
3= fair
4= good
5= very good

10. Root cause analysis for programmer under performance
Date Issues details
3 June First couple hours of the morning were
dedicated to the issue attempting to fix an
issue ARun put in production Friday evening
(project charter deletion from the PMO
dashboard).
10 June This day was characterised which an unplanned
lunch break which was scheduled in the
morning for 2.5 hours and lasted more than 3.5
hours. Furthermore, while trying to make up
for the lost hours in the late evening Av relied
on AL's assistance which was no longer
available because AL had already left the office
further slowing down the operation.
11 June This workday started at 9.43, finished at 18.40,
contained a 2+hour lunch break. At 18.40, Av
signed off promising to reconnect from home
upon arrival. This did not happen
13 June Not sure how many hours were worked. AL
was on the road (Switzerland). First message
at 11.00 in skype, last at 17.00

11. Monthly hours worked for Av Binoy