Performance Evaluation Process

The objective of this performance evaluation process is to centralize a streamlined and straightforward approach for assessing team contributions across projects. This system is designed to be continuously updated, ensuring that it evolves alongside the needs of the team and organizational goals. Additionally, the outputs generated from this process provide valuable insights that feed back into the assignment of individuals to projects, aligning team members with the roles and projects where they can best contribute and thrive.

Timeline

Process Preview

Phase 1: Project Evaluation

The project evaluation process is led by the Project Manager (PM), who will compile assessments based on three core components to provide a comprehensive performance evaluation for each team member. The components are:

1. Client Feedback (External Evaluation)

Objective: Collect direct feedback from clients regarding their satisfaction with the overall project and the contributions of individual team members.

Timing: This occurs after project completion, with a survey sent to the client.

Survey Components:

Net Promoter Score (NPS): Measures the client’s overall satisfaction and likelihood to recommend the service.
Role-Specific Evaluations: The client evaluates key roles based on satisfaction and quality of service, including:
- Sales Agent: Communication clarity and effectiveness in the sales process.
- Finance: Administrative management, including billing and payment.
- Project Manager (PM): Communication effectiveness and project support.
- Designer: Quality, creativity, and fulfillment of client requirements.
- Developer: Functionality, performance, and product quality.
- QA Specialist: Quality assurance, defect-free delivery.

2. Internal Feedback (PM’s Evaluation)

Objective: Evaluate collaboration, performance, and role-specific contributions from the PM’s perspective.

Timing: Conducted at project closure by the PM.

Evaluation Components:

Collaboration Metrics:
- Communication and Collaboration: Clarity and frequency of communication within the team.
- Support and Responsiveness: Availability and willingness to collaborate.
- Problem Solving and Adaptability: Ability to handle challenges effectively.
Role-Specific Questions:
- Sales Agent: Effectiveness of initial project information provided.
- Finance: Positive impact of administrative support.
- PM & BA: Communication and milestone clarity.
- Designer: Incorporation of feedback and timely delivery.
- Developer: Management of technical challenges and product quality.
- QA Specialist: Efficiency in identifying and resolving issues.

Peer Evaluation of the PM: Team members are required to evaluate the PM on communication support and clarity on milestones and client’s requirements.

Also every assigned team member will answer an additional question on their experience with the client adding feedback on what could have been done better in the project (this will support improvements on future projects).

3. Project Metrics (Performance-Based Evaluation)

Objective: Objectively measure the performance and efficiency of team members.

Timing: Metrics are reviewed at project closure.

Key Metrics:

Estimation vs. Actual Time: Comparison of estimated vs. actual time.
Scope Adherence: Measurement of initial project scope versus the delivered output.
Lead-to-Project Delivery Time: Measurement of the time taken from the appearance of a lead to the final delivery of the project.

Final Rating and Star Assignment

Scoring Determination: The PM considers all feedback components (client feedback, internal evaluation, and project metrics) to assign a final rating of 1 to 5 stars for each team member.

Goal: Provide a clear, multi-source-based evaluation.

Phase 2: Biannual Feedback Sessions

Objective: Conduct biannual feedback sessions between area leaders and their team members to review performance metrics, validate progress, and identify development opportunities.

Format: One-on-one sessions between leaders and collaborators.

Content Structure:

Specific Metrics Review: The leader must collect feedback from the projects assigned to their team, including client and internal returns, and evaluate each team member using the expected behavior matrix for their role. This involves assessing performance data, identifying trends, and highlighting areas for improvement.
Development Opportunities: Highlighting skills or competencies to enhance.
Career Alignment Discussion: Linking performance with career goals.

Documentation: Leaders will document feedback and development objectives for follow-up.

Competences & Behavior Matrix

Role	Behavior & Description
Sales & Marketing Intern	Proactivity in Lead Follow-Up: Shows initiative by consistently updating and following up on leads in the CRM without needing reminders. Customer Orientation in the Sales Process: Maintains clarity and transparency in client communications, addressing queries quickly and thoroughly. Efficiency in Lead Management: Keeps the CRM up to date and responds promptly to requests from the sales team. Contribution to Marketing Content: Actively participates in creating content for social media and marketing campaigns, proposing ideas and meeting deadlines.
Head of Operations	Project Timeline Compliance: Ensures projects stay within the agreed timelines through consistent planning and follow-up. Quality in Deliverables: Maintains a high standard in team deliveries, verifying that quality requirements are met before each client delivery. Efficiency in Resource Allocation: Allocates and coordinates resources effectively, ensuring they are used according to the needs and priorities of each project. Team Leadership and Satisfaction: Maintains open, supportive communication with team members, fostering a collaborative and respectful environment.
Project Manager	Coordination and Timeline Compliance: Monitors project progress to ensure milestones are achieved as planned, preventing delays. Effectiveness in Client Communication: Communicates project status and manages client expectations clearly and promptly. Consistent Team Support: Facilitates team work by resolving doubts and clarifying objectives, ensuring each team member understands their role and responsibilities. Obstacle Resolution: Identifies and addresses potential project bottlenecks, anticipating issues and proposing solutions.
Business Analyst	Clarity in Requirements Documentation: Documents requirements in a detailed and precise manner, avoiding ambiguities and ensuring a clear understanding of the project. Timely Delivery of Documentation: Delivers project documentation and specifications within agreed deadlines, enabling smooth project progress. Identification of Process Improvements: Proposes improvements in workflows, aiming to optimize time and resources in project execution. Support in Requirements Definition: Actively collaborates in gathering information for the accurate definition of project requirements.
Head of Design	Design Quality and Client Satisfaction: Receives positive feedback on the quality of presented designs, reflecting a strong understanding of client needs. Reduction in Revisions: Presents proposals that minimize significant revisions, demonstrating high initial quality and alignment with the client. Interdepartmental Collaboration: Works closely with other teams (PMs, developers) to ensure design deliverables meet the needs of all departments. Leadership in Design Process Improvement: Implements improvements in design processes that promote efficiency and quality within the design team.
UX/UI Designer	Satisfaction with Design Deliverables: Receives positive client feedback on the design and usability of deliverables. Efficiency in Handling Revisions: Addresses revisions effectively, minimizing major changes after the initial presentation. Collaboration with Development Team: Coordinates with developers and PMs to ensure the correct implementation of designs, ensuring a smooth process. Design Process Improvement: Adopts new tools and methodologies that improve efficiency and quality in UI/UX creation.
Developers	Timeliness and Quality of Deliverables: Delivers developments within the stipulated timeline and ensures they meet functionality and quality requirements. Complete and Accessible Documentation: Maintains clear, accessible documentation to facilitate the understanding and use of their work by other team members. Adherence to Protocols and Team Culture: Actively participates in team meetings and aligns with established development protocols. Knowledge Sharing and Continuous Improvement: Contributes to team learning by sharing relevant practices and knowledge.
QA	Final Product Quality: Ensures products are delivered with a low defect rate and high quality according to client standards. Identification and Documentation of Defects: Identifies and documents potential flaws and improvement areas before client delivery. Compliance with Documentation Processes: Maintains thorough, detailed documentation of QA processes and results of each test conducted. Alignment with Testing Protocols: Adheres to testing protocols and ensures timely delivery for each testing phase.
Finance	Accuracy and Timeliness in Payments and Invoicing: Manages payments and invoices without errors and within the required timeframes, preventing delays or tracking issues. Timeliness in Financial Reporting: Generates and shares financial reports within the required timelines, facilitating decision-making. Compliance with Financial and Fiscal Regulations: Ensures all financial activities comply with local regulations and internal policies. Proactivity in Improving Financial Processes: Identifies and proposes automation or changes in financial processes that enhance efficiency and accuracy.

Role	Competences & Description
Sales & Marketing Intern	Proactivity: Demonstrates consistent initiative by following up on leads, updating the CRM system, and seeking opportunities without reminders. Client Orientation: Maintains clear and transparent communication with clients, promptly addressing queries and ensuring their needs are prioritized. Organizational Efficiency: Keeps sales and marketing systems organized and up-to-date, responding quickly to team requests to ensure smooth workflow. Creative Contribution: Actively contributes to content creation for marketing campaigns, offering fresh ideas and adhering to deadlines.
Head of Operations	Project Management: Effectively ensures that projects are completed within established timelines through consistent planning, monitoring, and follow-ups. Quality Assurance: Maintains high standards in team outputs by verifying deliverables against quality requirements before submission. Resource Optimization: Strategically allocates resources based on project needs and priorities, maximizing team productivity and efficiency. Team Leadership: Cultivates an open, collaborative, and supportive environment, promoting effective communication and team satisfaction.
Project Manager	Project Coordination: Ensures timely achievement of project milestones by monitoring progress and addressing potential delays. Client Communication: Clearly communicates project statuses and manages client expectations, delivering consistent, professional updates. Team Support: Resolves uncertainties, clarifies objectives, and ensures all team members are aligned and supported throughout the project. Problem Solving: Anticipates and addresses project bottlenecks through proactive solutions and effective issue resolution strategies
Business Analyst	Requirements Documentation: Creates clear, precise, and detailed documentation that prevents ambiguity and ensures project alignment. Timely Delivery: Adheres to deadlines for project documentation, enabling a smooth workflow and informed project execution. Process Improvement: Identifies and proposes optimizations to workflows, enhancing efficiency and reducing resource waste. Collaborative Support: Works with stakeholders to gather accurate project requirements, supporting a comprehensive understanding of needs.
Head of Design	Design Excellence: Consistently delivers high-quality designs that meet client needs and receive positive feedback. Revision Efficiency: Proactively integrates client feedback into designs and anticipates potential needs, ensuring well-aligned, high-quality deliverables that minimize the need for extensive revisions. Cross-Functional Collaboration: Works with multiple departments to ensure designs meet comprehensive business and client needs. Process Leadership: Implements design process improvements, fostering higher efficiency and quality within the team.
UX/UI Designer	User-Centered Design: Delivers user-friendly, visually appealing designs that receive positive client feedback. Revision Management: Proactively integrates client feedback into designs and anticipates potential needs, ensuring well-aligned, high-quality deliverables that minimize the need for extensive revisions. Collaborative Execution: Works with development and project management teams to ensure correct implementation of designs. Continuous Improvement: Adopts innovative tools and methodologies to enhance the efficiency and quality of design work.
Developers	Timely Delivery: Completes development work within agreed timelines, meeting functionality and quality standards. Documentation Proficiency: Creates clear, accessible documentation that facilitates understanding and utilization by the team. Protocol Adherence: Follows established development protocols, contributing to a cohesive team culture and reliable outputs. Knowledge Sharing: Promotes team growth by sharing relevant practices, insights, and continuous improvement strategies.
QA	Product Quality Assurance: Ensures that final products meet high-quality standards with a low defect rate. Defect Identification: Thoroughly identifies, documents, and communicates defects and improvement opportunities. Process Compliance: Maintains comprehensive documentation and adheres to testing protocols during QA processes. Testing Precision: Executes testing phases with diligence, ensuring timely, error-free deliveries.
Finance	Accuracy and Timeliness: Manages payments and invoices with precision, avoiding errors and meeting required deadlines. Financial Reporting: Generates timely financial reports, facilitating decision-making and organizational clarity. Regulatory Compliance: Ensures all financial processes align with local regulations and internal policies. Process Innovation: Identifies and implements enhancements to financial processes to boost efficiency and accuracy.

Tools

Client Evaluation = Glide
Project Metrics = Plutio
Peers Evaluation = Glide