This page is read only. You can view the source, but not change it. Ask your administrator if you think this is wrong. ====== Scorecard ====== The Scorecard gives every Unician a weekly pulse on the health of the business. It replaces gut-feel with objective numbers. Every metric has a single owner — not a team, one person — and a weekly target. The Scorecard is reviewed in the first 5 minutes of every [[pub:company:traction#level_10_meeting|Level 10 Meeting]]. [[pub:company:vision_traction_organizer|← Back to V/TO]] ---- ===== How the Scorecard Works ===== * Each metric has one **owner** (the person accountable, not necessarily the one doing the work) * Each metric has a **weekly target** — a number, not a feeling * Green = on or above target. Red = below target * Red numbers go on the [[pub:company:traction#issues_list|Issues List]] for IDS — they are not discussed during Scorecard review * The goal is 13 consecutive weeks of green > ⚠️ **Rule:** The Scorecard is not a project status report. It measures the health of the business, not the completion of tasks. Rocks and To-Dos live in [[https://scrum.unicis.tech|OpenProject]]. ---- ===== Company Scorecard ===== ^ # ^ Metric ^ Owner ^ Weekly Target ^ Tool / Source ^ Category ^ Standard ^ | 1 | New trial signups | Predrag | 3 | Mautic / Matomo | Business | — | | 2 | MRR (Monthly Recurring Revenue) | Predrag | Track weekly delta | [[https://erp.unicis.tech|Dolibarr]] | Business | — | | 3 | Open support tickets (unresolved >48h) | Predrag | < 5 | FreeScout | Business | — | | 4 | GitHub PRs merged (platform) | Peter | ≥ 3 | GitHub | Product | — | | 5 | EU project deliverables on track (%) | Alexander | 100% | [[https://scrum.unicis.tech|OpenProject]] | Projects | — | | 6 | Platform uptime (%) | Peter | ≥ 99.5% | [[https://status.unicis.tech|status.unicis.tech]] / Grafana | **Service** | [[pub:trust_center:iso_20000_1_overview|ISO 20000-1]] | | 7 | Newsletter open rate (last send) | Ksenija | ≥ 35% | Mautic | Marketing | — | | 8 | Active paying organisations | Predrag | Track weekly delta | [[https://erp.unicis.tech|Dolibarr]] | Business | — | | 9 | Critical security alerts (CrowdSec) | Peter | 0 unresolved | Grafana / Matrix alerts | **Security** | [[pub:trust_center:iso_27001_overview|ISO 27001]] | | 10 | Website organic sessions (week-over-week) | Ksenija | ↑ vs prior week | Matomo | Marketing | — | | **11** | **P1 incident response time (avg)** | **Peter** | **≤ 2 hours** | **FreeScout / incident log** | **Service** | **[[pub:trust_center:iso_20000_1_overview|ISO 20000-1]]** | | **12** | **Security patch deployment (critical)** | **Peter** | **≤ 7 days** | **Vulnerability scanner log** | **Security** | **[[pub:trust_center:iso_27001_overview|ISO 27001]]** | | **13** | **Access provisioning time (new hires)** | **Alexander** | **≤ 1 day** | **Access control log** | **Security** | **[[pub:trust_center:iso_27001_overview|ISO 27001]]** | | **14** | **Deployment success rate (%)** | **Peter** | **≥ 99%** | **GitHub Actions / incident log** | **Service** | **[[pub:trust_center:iso_20000_1_overview|ISO 20000-1]]** | ====== Understanding the Categories ====== **Business & Product:** Core company health (revenue, signups, code quality) **Service** (ISO 20000-1): Platform reliability and availability commitments * See [[pub:trust_center:iso_20000_1_overview|ISO 20000-1:2018 Overview]] for details on service commitments * See [[pub:company:service_strategy|Service Strategy]] for SLA targets **Security** (ISO 27001): Information security and incident response performance * See [[pub:trust_center:iso_27001_overview|ISO 27001:2022 Overview]] for details on security commitments * See [[pub:trust_center:isms_policy|Information Security Policy]] for commitment details ---- ===== Individual Measurables by Seat ===== Each person in each seat is accountable for at least one number per week. These feed into the Company Scorecard or stand alone as seat-level health indicators. === Predrag — CEO (runs all functions) === * New trial signups this week * MRR delta (week-over-week) * Outbound partner conversations (calls/emails sent) * Support tickets unresolved >48h (FreeScout) **Leadership Role:** [[pub:company:accountability_chart|SMS Sponsor & ISMS Sponsor]] — Oversees both [[pub:trust_center:iso_20000_1_overview|ISO 20000-1]] and [[pub:trust_center:iso_27001_overview|ISO 27001]] systems === Peter — Technical Development & Service Delivery === * PRs merged to main branch * Open critical bugs (P0/P1) unresolved * Platform uptime % * **P1 incident response time (average)** ← [[pub:trust_center:iso_20000_1_overview|ISO 20000-1]] * **Security patch deployment time (critical vulns)** ← [[pub:trust_center:iso_27001_overview|ISO 27001]] * **Deployment success rate %** ← [[pub:trust_center:iso_20000_1_overview|ISO 20000-1]] **Leadership Role:** [[pub:company:accountability_chart|Service Delivery Owner & Information Security Implementation]] — Responsible for service reliability and security controls === Alexander — Stakeholder & Support / Service Delivery === * EU project deliverables on track (% of active milestones green in OpenProject) * Stakeholder communications sent this week * Community GitHub activity (issues opened/closed/commented) * **P2 incident response time (average)** ← [[pub:trust_center:iso_20000_1_overview|ISO 20000-1]] * **Access provisioning time (new hires, days)** ← [[pub:trust_center:iso_27001_overview|ISO 27001]] **Leadership Role:** [[pub:company:accountability_chart|Support Manager & Access Control Manager]] — Responsible for operational service delivery and security access control === Ksenija — Marketing & SEO Strategy === * Website organic sessions (Matomo, week-over-week) * Newsletter open rate (Mautic, last send) * New content published (blog posts / social posts) **Leadership Role:** [[pub:company:accountability_chart|Communications & Security Awareness Lead]] ---- ===== Scorecard in OpenProject ===== The live Scorecard is maintained as a shared wiki page in [[https://scrum.unicis.tech|OpenProject]] and updated by each owner before the Monday Level 10 meeting. → [[https://scrum.unicis.tech|Open Scorecard in OpenProject]] //If you do not have access to OpenProject, contact the CEO.// ---- ===== Adding or Changing a Metric ===== Metrics should be stable — don't change them frequently or they lose meaning. To propose a new metric or retire an existing one: - Add it to the Issues List in the next Level 10 Meeting - Discuss and agree as a leadership team (IDS process) - Update this page and the OpenProject Scorecard together A metric should be removed if it stays green for 8+ consecutive weeks without anyone looking at it — it has served its purpose. ---- ===== Related Standards & Documentation ===== * [[pub:trust_center:iso_20000_1_overview|ISO 20000-1:2018]] — IT Service Management System (service metrics) * [[pub:trust_center:iso_27001_overview|ISO 27001:2022]] — Information Security Management System (security metrics) * [[pub:company:service_strategy|Service Strategy & Commitments]] — SLA targets and how we deliver * [[pub:trust_center:isms_policy|Information Security Policy]] — Security commitments and governance * [[pub:trust_center:risk_framework|Risk Assessment Framework]] — How we manage risks affecting these metrics * [[pub:company:accountability_chart|Accountability Chart]] — Leadership roles and responsibilities * [[pub:company:traction|Quarterly Planning & Reviews]] — How we use metrics to improve ---- [[pub:company:vision_traction_organizer|→ Back to V/TO]] | [[pub:company:traction|→ Rocks & Level 10 Meetings]] | [[pub:company:accountability_chart|→ Accountability Chart]] | [[pub:trust_center:iso_20000_1_overview|→ ISO 20000-1 Service Metrics]] | [[pub:trust_center:iso_27001_overview|→ ISO 27001 Security Metrics]] ---- //Last reviewed: October 2026 — next review: Q4 2026 (Updated with ISO 20000-1 & ISO 27001 metrics)// {{tag>scorecard eos data kpi metrics iso20000 iso27001}}