Monthly management report - template / generic
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The June 2019 monthly commitment performance report outlines the managerial responsibilities for assessing and reporting performance, which includes daily and monthly evaluations against key performance indicators (KPIs). It specifies expectations for performance ratings and identifies potential issues that could lead to poor ratings, as well as the process for addressing chronic performance problems. The report emphasizes regular monitoring and communication between TOPP TI and the development partner CRM to ensure consistent evaluation and service credit awards in cases of unsatisfactory performance.
Monthly management report - template / generic
- 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