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2020 performance summary
Put service
provider logo
here
Did not meet expectations 0
Rarely meets expectations 1
Sometimes meets expectations 2
Consistently meets expectations 3
Exceeded expectations 4
Assessment scale
DAILY PERFORMANCE assessment for 2020
Technical 1 2 3 4 5
1. Product uptime – n° hours where IT products and services was not available to
clients due to lost connectivity X
2. Connectivity – Represents the quality of communication and the effectiveness of
the devices used (e.g. laptops) to ensure that the assigned work is completed X
3. Legacy code performance & reliability – Represents the consistency of the product
released in production & user experience (e.g. amount of unexpected rework on
code already delivered, lost code, performance issues from poorly constructed
queries, etc.)
X
Organisation / Collaboration / Teamwork
3. Availability of staff - Represents the number of hours dedicated to agreed work X
4. Communication & collaboration among the team - Represents the quality in which
the team communicates among themselves to optimise the daily handoffs of work
from colleague to colleague while minimising downtime & confusion
X
5. Overall organisation and ability to plan future tasks - the overall organisation of the
team to ensure that each product deliverable agreed, distributed and managed
effectively to completion.
X
Process & Product
6. Quality of deliverables received - Represents the level of quality of work
completed and delivered to client for testing and/or client delivery X
7. Quickness on delivery – Represents the overall quickness from the time a single
task is identified and the time it is completed X
People
9. Responsiveness & concentration - How responsive and focused the staff is in the
day-to-day management of phone calls, messages, etc. X
10. Knowledge of the product – How confident the developer is in making a
commitment to a new work order based on estimated required R&D X
Notes
Technical 2020 Score
1. Product uptime 4 • 2 total instances reported in 2020. 3 total hours lost
2. Connectivity 2.5
• Several instances of downtime & confusion due to lost internet access
• Machine setup / failure (e.g. Git)
3. Legacy code performance &
reliability
3.5
• Since April more than 35 hours have been dedicated to the research & resolution
of code
Organisation / Collaboration /
Teamwork
3. Availability of staff - 2.5 • 11 unplanned absences
4. Communication & collaboration
among the team -
2.75 • There is still excessive confusion & downtime when handing off tasks. Can improve
5. Overall organisation and ability
to plan future tasks - 2
• Consistently underestimating effort required for workorders
• Several instances occurred that delivery was postponed due to planned vacation
days which weren’t considered in the initial timeline
Process & Product
6. Quality of code received
3.5
• When RXXXX concentrates, his work is very thorough with minimal bugs
• RXXXX deliverers high quality work quickly but sometimes breaks old code or
leaves something unfinished due to the quickness in his delivery
7. Quickness on task delivery 2.5
• In the 2nd half of 2020 XXXXX has made significant improvements in delivering fixes
quickly based on his estimations
People
9. Responsiveness & concentration
-
2.75
• RXXXXX is improving in his responsiveness online with random issues of lost
messaging & lack of response
10. Knowledge of the product –
2.75
• RXXXX is doing a good job to understand product with occasional necessity to
dedicate time to R&D to understand how to approach his assignments. He has
repeated on several occasions that the KT exercise could have been optimised
2020 Performance Score
2.85
Sometimes meets expectations
0 0,5 1 1,5 2 2,5 3 3,5 4
Knowledge of product
Responsiveness & concentration
Quickness in delivery on agreed tasks
Quality of code received
Overall ability to plan for the future
Communication among team
Availability of staff
Legacy code performance & reliability
Connectivity among the team
Product uptime
Score
Did not meet expectations 0 + 0%
Rarely meets expectations 1 + 0%
Sometimes meets expectations 2 + 0%
Consistently meets expectations 3 + 5%
Exceeded expectations 4
Fair pricing for 2021

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10 CTQ (Critical to Quality) factors to managing your IT Service provider

  • 1. 2020 performance summary Put service provider logo here
  • 2. Did not meet expectations 0 Rarely meets expectations 1 Sometimes meets expectations 2 Consistently meets expectations 3 Exceeded expectations 4 Assessment scale
  • 3. DAILY PERFORMANCE assessment for 2020 Technical 1 2 3 4 5 1. Product uptime – n° hours where IT products and services was not available to clients due to lost connectivity X 2. Connectivity – Represents the quality of communication and the effectiveness of the devices used (e.g. laptops) to ensure that the assigned work is completed X 3. Legacy code performance & reliability – Represents the consistency of the product released in production & user experience (e.g. amount of unexpected rework on code already delivered, lost code, performance issues from poorly constructed queries, etc.) X Organisation / Collaboration / Teamwork 3. Availability of staff - Represents the number of hours dedicated to agreed work X 4. Communication & collaboration among the team - Represents the quality in which the team communicates among themselves to optimise the daily handoffs of work from colleague to colleague while minimising downtime & confusion X 5. Overall organisation and ability to plan future tasks - the overall organisation of the team to ensure that each product deliverable agreed, distributed and managed effectively to completion. X Process & Product 6. Quality of deliverables received - Represents the level of quality of work completed and delivered to client for testing and/or client delivery X 7. Quickness on delivery – Represents the overall quickness from the time a single task is identified and the time it is completed X People 9. Responsiveness & concentration - How responsive and focused the staff is in the day-to-day management of phone calls, messages, etc. X 10. Knowledge of the product – How confident the developer is in making a commitment to a new work order based on estimated required R&D X
  • 4. Notes Technical 2020 Score 1. Product uptime 4 • 2 total instances reported in 2020. 3 total hours lost 2. Connectivity 2.5 • Several instances of downtime & confusion due to lost internet access • Machine setup / failure (e.g. Git) 3. Legacy code performance & reliability 3.5 • Since April more than 35 hours have been dedicated to the research & resolution of code Organisation / Collaboration / Teamwork 3. Availability of staff - 2.5 • 11 unplanned absences 4. Communication & collaboration among the team - 2.75 • There is still excessive confusion & downtime when handing off tasks. Can improve 5. Overall organisation and ability to plan future tasks - 2 • Consistently underestimating effort required for workorders • Several instances occurred that delivery was postponed due to planned vacation days which weren’t considered in the initial timeline Process & Product 6. Quality of code received 3.5 • When RXXXX concentrates, his work is very thorough with minimal bugs • RXXXX deliverers high quality work quickly but sometimes breaks old code or leaves something unfinished due to the quickness in his delivery 7. Quickness on task delivery 2.5 • In the 2nd half of 2020 XXXXX has made significant improvements in delivering fixes quickly based on his estimations People 9. Responsiveness & concentration - 2.75 • RXXXXX is improving in his responsiveness online with random issues of lost messaging & lack of response 10. Knowledge of the product – 2.75 • RXXXX is doing a good job to understand product with occasional necessity to dedicate time to R&D to understand how to approach his assignments. He has repeated on several occasions that the KT exercise could have been optimised
  • 5. 2020 Performance Score 2.85 Sometimes meets expectations 0 0,5 1 1,5 2 2,5 3 3,5 4 Knowledge of product Responsiveness & concentration Quickness in delivery on agreed tasks Quality of code received Overall ability to plan for the future Communication among team Availability of staff Legacy code performance & reliability Connectivity among the team Product uptime Score
  • 6. Did not meet expectations 0 + 0% Rarely meets expectations 1 + 0% Sometimes meets expectations 2 + 0% Consistently meets expectations 3 + 5% Exceeded expectations 4 Fair pricing for 2021