This chapter defines the measurable criteria that will determine whether the POS system implementation is successful. Success criteria are organized into technical, business, compliance, and operational categories, each with specific Key Performance Indicators (KPIs) and target values.
Success is not binary. The system must be evaluated across multiple dimensions with clear thresholds.
+------------------------------------------------------------------+
| SUCCESS EVALUATION FRAMEWORK |
+------------------------------------------------------------------+
| |
| EVALUATION LEVELS |
| +----------------------------------------------------------+ |
| | | |
| | EXCEPTIONAL All KPIs exceed target + 20% | |
| | ============ Ready for multi-tenant expansion | |
| | | |
| | SUCCESSFUL All P0 KPIs meet target | |
| | ========== System is production-ready | |
| | | |
| | ACCEPTABLE All P0 KPIs at minimum threshold | |
| | ========== Requires improvement plan | |
| | | |
| | FAILED Any P0 KPI below minimum | |
| | ====== Cannot go to production | |
| | | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| Category | Weight | Description |
|---|
| Technical | 35% | System performance, reliability, scalability |
| Business | 35% | Business outcomes, user satisfaction, ROI |
| Compliance | 20% | Security, regulatory, data protection |
| Operational | 10% | Maintenance, support, documentation |
Definition: Percentage of time the system is operational and accessible.
+------------------------------------------------------------------+
| AVAILABILITY CALCULATION |
+------------------------------------------------------------------+
| |
| Availability % = (Total Time - Downtime) / Total Time x 100 |
| |
| Monthly Time: 43,200 minutes (30 days x 24 hours x 60 min) |
| |
| TARGETS: |
| +----------------------------------------------------------+ |
| | Level | Availability | Max Downtime/Month | |
| |--------------|--------------|----------------------------| |
| | Minimum | 99.5% | 216 minutes (3.6 hours) | |
| | Target | 99.9% | 43 minutes | |
| | Exceptional | 99.95% | 21 minutes | |
| +----------------------------------------------------------+ |
| |
| EXCLUSIONS: |
| - Planned maintenance (with 48hr notice): Not counted |
| - Third-party outages (Shopify, payment): Tracked separately |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| T1.1 Uptime | 99.5% | 99.9% | 99.95% | P0 |
| T1.2 Planned Maintenance | < 4 hours/month | < 2 hours/month | < 1 hour/month | P1 |
| T1.3 MTTR (Mean Time To Recovery) | < 60 min | < 30 min | < 15 min | P0 |
Definition: Speed and reliability of core transaction processing.
+------------------------------------------------------------------+
| TRANSACTION TIMING BREAKDOWN |
+------------------------------------------------------------------+
| |
| COMPLETE TRANSACTION TIMELINE |
| |
| [Scan Item] --> [Add to Cart] --> [Payment] --> [Receipt] |
| | | | | |
| v v v v |
| 50ms 100ms 1000ms 200ms |
| |
| Total Target: < 2000ms (2 seconds) |
| |
| COMPONENT BREAKDOWN: |
| +----------------------------------------------------------+ |
| | Component | Target | Maximum | |
| |------------------------|-----------|----------------------| |
| | Item Lookup | 50ms | 200ms | |
| | Cart Update | 100ms | 300ms | |
| | Payment Processing | 1000ms | 3000ms | |
| | Receipt Generation | 200ms | 500ms | |
| | Inventory Update | 100ms | 300ms | |
| | Total Transaction | 1450ms | 4300ms | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| T2.1 Transaction Time | < 4 sec | < 2 sec | < 1 sec | P0 |
| T2.2 Item Lookup | < 500ms | < 100ms | < 50ms | P0 |
| T2.3 Payment Processing | < 5 sec | < 3 sec | < 2 sec | P0 |
| T2.4 Receipt Print | < 2 sec | < 500ms | < 200ms | P1 |
| T2.5 Transaction Success Rate | 99.5% | 99.9% | 99.99% | P0 |
Definition: Speed and accuracy of data synchronization between stores and systems.
+------------------------------------------------------------------+
| SYNC LATENCY REQUIREMENTS |
+------------------------------------------------------------------+
| |
| EVENT: Sale at Store GM |
| |
| T+0s Sale completed at GM register |
| T+5s GM local database updated |
| T+10s Central server notified |
| T+15s Inventory broadcast to all stores |
| T+20s All store local caches updated |
| T+30s Shopify inventory updated |
| |
| MAXIMUM END-TO-END: 30 seconds |
| TARGET END-TO-END: 15 seconds |
| |
| COMPARISON TO CURRENT (Store Exchange): |
| Current: 12-14 hours (overnight batch) |
| Target: 15-30 seconds |
| Improvement: 2,880x faster |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| T3.1 Internal Sync Latency | < 60 sec | < 30 sec | < 10 sec | P0 |
| T3.2 Shopify Sync Latency | < 5 min | < 2 min | < 30 sec | P0 |
| T3.3 Sync Success Rate | 99% | 99.9% | 99.99% | P0 |
| T3.4 Conflict Resolution | < 5 min | < 1 min | Automatic | P1 |
Definition: Ability to continue operations during network outages.
+------------------------------------------------------------------+
| OFFLINE MODE SPECIFICATIONS |
+------------------------------------------------------------------+
| |
| SUPPORTED OFFLINE OPERATIONS: |
| +----------------------------------------------------------+ |
| | Operation | Offline Support | Priority | |
| |------------------------|-----------------|----------------| |
| | Process Sale | FULL | P0 | |
| | Process Return | FULL | P0 | |
| | Cash Payment | FULL | P0 | |
| | Card Payment | LIMITED* | P0 | |
| | View Local Inventory | FULL | P0 | |
| | View Other Store Inv | CACHED** | P1 | |
| | Create Transfer | QUEUE | P1 | |
| | Customer Lookup | LOCAL ONLY | P2 | |
| +----------------------------------------------------------+ |
| |
| * Card payments require store-and-forward capability |
| ** Other store inventory shows last synced values |
| |
| OFFLINE QUEUE CAPACITY: |
| - Minimum: 500 transactions |
| - Target: 1,000 transactions |
| - Storage: ~50MB local SQLite database |
| |
| SYNC AFTER RECONNECTION: |
| - Automatic sync initiation: < 5 seconds |
| - Full queue flush: < 5 minutes for 1,000 transactions |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| T4.1 Offline Queue Depth | 500 trans | 1,000 trans | 5,000 trans | P0 |
| T4.2 Offline Duration | 4 hours | 8 hours | 24 hours | P0 |
| T4.3 Auto-Reconnect Time | < 60 sec | < 10 sec | < 5 sec | P0 |
| T4.4 Queue Sync Speed | 10 trans/sec | 50 trans/sec | 100 trans/sec | P1 |
Definition: System capacity and growth capability.
+------------------------------------------------------------------+
| SCALABILITY REQUIREMENTS |
+------------------------------------------------------------------+
| |
| CURRENT STATE (Nexus Clothing) |
| +----------------------------------------------------------+ |
| | Metric | Current | Design Capacity | |
| |---------------------|-----------|-------------------------| |
| | Stores | 5 | 500+ per tenant | |
| | SKUs | 30,000 | 1,000,000 | |
| | Daily Transactions | 500 | 100,000 | |
| | Concurrent Users | 20 | 5,000 | |
| | Tenants | 1 | Unlimited | |
| +----------------------------------------------------------+ |
| |
| LOAD TESTING REQUIREMENTS: |
| - Sustain 2x peak load for 1 hour without degradation |
| - Handle 10x burst for 5 minutes with graceful degradation |
| - No data loss under any load condition |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| T5.1 Stores per Tenant | 50 | 100 | 500+ | P0 |
| T5.2 SKUs per Tenant | 100,000 | 500,000 | 1,000,000 | P0 |
| T5.3 Concurrent Users | 100 | 500 | 5,000 | P0 |
| T5.4 Daily Transactions | 10,000 | 50,000 | 100,000 | P1 |
| T5.5 Peak Burst Handling | 2x | 5x | 10x | P1 |
Definition: Percentage match between system inventory and physical count.
+------------------------------------------------------------------+
| INVENTORY ACCURACY MEASUREMENT |
+------------------------------------------------------------------+
| |
| ACCURACY CALCULATION: |
| |
| Accuracy % = (Items Matching / Total Items Counted) x 100 |
| |
| MEASUREMENT PROTOCOL: |
| 1. Select 500 random SKUs across all locations |
| 2. Physically count each SKU at each location |
| 3. Compare to system quantity |
| 4. Calculate match percentage |
| |
| CURRENT STATE: |
| With QB POS + Store Exchange: ~85% accuracy |
| (15% of items have discrepancies at any time) |
| |
| TARGET STATE: |
| With new POS + real-time sync: 98%+ accuracy |
| |
| VARIANCE THRESHOLDS: |
| +----------------------------------------------------------+ |
| | Variance | Classification | Action Required | |
| |--------------|----------------|--------------------------| |
| | 0 units | Exact Match | None | |
| | +/- 1 unit | Minor | Auto-flag for review | |
| | +/- 2-5 | Significant | Manager investigation | |
| | > 5 units | Critical | Immediate audit | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| B1.1 Overall Accuracy | 95% | 98% | 99.5% | P0 |
| B1.2 High-Value Item Accuracy | 98% | 99.5% | 99.9% | P0 |
| B1.3 Time to Discrepancy Detection | < 24 hours | < 4 hours | < 1 hour | P1 |
| B1.4 Discrepancy Resolution Rate | 90% in 48hr | 95% in 24hr | 99% in 24hr | P1 |
Definition: Automation and accuracy of Shopify order processing.
+------------------------------------------------------------------+
| SHOPIFY INTEGRATION METRICS |
+------------------------------------------------------------------+
| |
| CURRENT STATE (Manual Process): |
| +----------------------------------------------------------+ |
| | Metric | Current Value | |
| |---------------------------|-------------------------------| |
| | Order Processing Time | 15-30 minutes per order | |
| | Daily Labor Hours | 2-4 hours | |
| | Error Rate | 5-10% | |
| | Fulfillment Delay | 4-8 hours average | |
| +----------------------------------------------------------+ |
| |
| TARGET STATE (Automated): |
| +----------------------------------------------------------+ |
| | Metric | Target Value | |
| |---------------------------|-------------------------------| |
| | Order Processing Time | < 1 minute (automated) | |
| | Daily Labor Hours | < 15 minutes (exceptions) | |
| | Error Rate | < 0.5% | |
| | Fulfillment Delay | < 30 minutes | |
| +----------------------------------------------------------+ |
| |
| AUTOMATION COVERAGE: |
| - Order import: 100% automated |
| - Inventory sync: 100% automated |
| - Fulfillment update: 100% automated |
| - Exception handling: Manual (flagged automatically) |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| B2.1 Order Import Time | < 5 min | < 1 min | Real-time | P0 |
| B2.2 Inventory Sync Accuracy | 98% | 99.5% | 99.9% | P0 |
| B2.3 Fulfillment Update Delay | < 1 hour | < 15 min | < 5 min | P0 |
| B2.4 Manual Intervention Rate | < 10% | < 5% | < 1% | P1 |
| B2.5 Labor Hours Saved | 50% | 80% | 95% | P1 |
Definition: Reduction in manual labor and process time.
+------------------------------------------------------------------+
| OPERATIONAL EFFICIENCY GAINS |
+------------------------------------------------------------------+
| |
| MONTHLY LABOR COMPARISON: |
| |
| TASK CURRENT TARGET SAVINGS |
| +----------------------------------------------------------+ |
| | Manual Inventory | 120 hours | 20 hours | 100h |
| | Shopify Order Entry | 80 hours | 5 hours | 75h |
| | Transfer Processing | 60 hours | 15 hours | 45h |
| | Report Generation | 20 hours | 2 hours | 18h |
| | Data Reconciliation | 40 hours | 5 hours | 35h |
| +----------------------------------------------------------+ |
| | TOTAL | 320 hours | 47 hours | 273h |
| +----------------------------------------------------------+ |
| |
| COST SAVINGS: |
| 273 hours x $15/hour = $4,095/month = $49,140/year |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| B3.1 Manual Process Reduction | 50% | 75% | 90% | P0 |
| B3.2 Transfer Time (end-to-end) | < 60 min | < 30 min | < 15 min | P1 |
| B3.3 Receiving Time | < 30 min | < 15 min | < 5 min | P1 |
| B3.4 Report Generation | Automatic | Scheduled | Real-time | P1 |
Definition: System acceptance and satisfaction among users.
+------------------------------------------------------------------+
| USER SATISFACTION MEASUREMENT |
+------------------------------------------------------------------+
| |
| SURVEY METHODOLOGY: |
| - Quarterly surveys to all POS users |
| - NPS (Net Promoter Score) calculation |
| - Feature satisfaction ratings (1-5 scale) |
| - Training adequacy assessment |
| |
| NPS CALCULATION: |
| "How likely are you to recommend this system to a colleague?" |
| Scale: 0-10 |
| - Promoters (9-10): Count |
| - Passives (7-8): Ignore |
| - Detractors (0-6): Count |
| NPS = % Promoters - % Detractors |
| |
| TARGET SCORES: |
| +----------------------------------------------------------+ |
| | Metric | Minimum | Target | Exceptional | |
| |------------------|---------|----------|-------------------| |
| | NPS Score | +20 | +40 | +60 | |
| | Overall Rating | 3.5/5 | 4.0/5 | 4.5/5 | |
| | Training Rating | 3.5/5 | 4.0/5 | 4.5/5 | |
| | Support Rating | 3.5/5 | 4.0/5 | 4.5/5 | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| B4.1 Net Promoter Score | +20 | +40 | +60 | P1 |
| B4.2 Overall Satisfaction | 3.5/5 | 4.0/5 | 4.5/5 | P1 |
| B4.3 Training Completion Rate | 90% | 95% | 100% | P0 |
| B4.4 Time to Proficiency | < 8 hours | < 4 hours | < 2 hours | P1 |
Definition: Adherence to Payment Card Industry Data Security Standards.
+------------------------------------------------------------------+
| PCI-DSS COMPLIANCE REQUIREMENTS |
+------------------------------------------------------------------+
| |
| APPLICABLE STANDARD: PCI-DSS v4.0 |
| SAQ TYPE: SAQ D (if processing cards) or SAQ P2PE |
| |
| APPROACH: Point-to-Point Encryption (P2PE) |
| - Card data never touches our systems |
| - Payment terminal encrypts at swipe/tap/dip |
| - Decryption happens at processor |
| - Reduces scope to SAQ P2PE-HW (minimal requirements) |
| |
| KEY REQUIREMENTS: |
| +----------------------------------------------------------+ |
| | Requirement | Description | Status | |
| |----------------|----------------------------|-------------| |
| | Req 1 | Firewall configuration | Required | |
| | Req 2 | No vendor defaults | Required | |
| | Req 3 | Protect stored data | N/A (P2PE) | |
| | Req 4 | Encrypt transmission | Required | |
| | Req 5 | Anti-malware | Required | |
| | Req 6 | Secure development | Required | |
| | Req 7 | Restrict access | Required | |
| | Req 8 | Unique IDs | Required | |
| | Req 9 | Restrict physical access | Required | |
| | Req 10 | Track and monitor | Required | |
| | Req 11 | Test security | Required | |
| | Req 12 | Security policy | Required | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| C1.1 SAQ Completion | 100% | 100% | 100% | P0 |
| C1.2 Vulnerability Scans | Quarterly | Monthly | Continuous | P0 |
| C1.3 Penetration Testing | Annual | Semi-annual | Quarterly | P1 |
| C1.4 Security Training | Annual | Semi-annual | Quarterly | P1 |
Definition: Protection of personal and business data.
+------------------------------------------------------------------+
| DATA PROTECTION REQUIREMENTS |
+------------------------------------------------------------------+
| |
| DATA CLASSIFICATION: |
| +----------------------------------------------------------+ |
| | Classification | Examples | Protection | |
| |----------------|----------------------|------------------| |
| | Public | Store hours, address | None required | |
| | Internal | Sales reports | Access control | |
| | Confidential | Customer PII | Encryption | |
| | Restricted | Payment data | P2PE + tokenize | |
| +----------------------------------------------------------+ |
| |
| ENCRYPTION STANDARDS: |
| - At Rest: AES-256 |
| - In Transit: TLS 1.3 |
| - Key Management: Hardware Security Module (HSM) or equivalent |
| |
| RETENTION POLICY: |
| +----------------------------------------------------------+ |
| | Data Type | Retention | Disposal Method | |
| |------------------------|--------------|-------------------| |
| | Transaction Records | 7 years | Secure delete | |
| | Customer PII | Active + 3yr | Anonymization | |
| | Audit Logs | 1 year | Secure delete | |
| | System Logs | 90 days | Overwrite | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| C2.1 Data Encryption Coverage | 100% PII | 100% all sensitive | 100% all data | P0 |
| C2.2 Backup Encryption | Required | Required | Required | P0 |
| C2.3 Access Audit Coverage | 100% | 100% | 100% | P0 |
| C2.4 Data Breach Response Time | < 72 hours | < 24 hours | < 4 hours | P0 |
Definition: Accurate calculation and reporting of sales tax.
+------------------------------------------------------------------+
| TAX COMPLIANCE REQUIREMENTS |
+------------------------------------------------------------------+
| |
| VIRGINIA TAX STRUCTURE: |
| +----------------------------------------------------------+ |
| | Component | Rate | Destination | |
| |---------------------------|-------------|-----------------| |
| | State Sales Tax | 4.3% | Virginia | |
| | Local Option Tax | 1.0% | Varies by city | |
| | Additional Local (some) | 0.7% | Hampton Roads | |
| +----------------------------------------------------------+ |
| | Total (Hampton Roads) | 6.0% | | |
| +----------------------------------------------------------+ |
| |
| REQUIREMENTS: |
| - Accurate tax calculation on every transaction |
| - Support for tax-exempt sales (with documentation) |
| - Monthly sales tax reports by jurisdiction |
| - Annual reconciliation support |
| - Audit trail for all tax-related transactions |
| |
| INTEGRATION OPTIONS: |
| - Built-in: Virginia-only, manual rate updates |
| - Avalara: Automatic rates, multi-state, real-time |
| - TaxJar: Similar to Avalara, popular with Shopify |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| C3.1 Tax Calculation Accuracy | 99.9% | 99.99% | 100% | P0 |
| C3.2 Exempt Sale Documentation | 100% | 100% | 100% | P0 |
| C3.3 Report Generation Time | < 1 hour | < 15 min | < 5 min | P1 |
| C3.4 Rate Update Latency | < 7 days | < 24 hours | Same day | P1 |
Definition: Effort required to maintain and update the system.
+------------------------------------------------------------------+
| MAINTENANCE REQUIREMENTS |
+------------------------------------------------------------------+
| |
| MAINTENANCE WINDOWS: |
| - Preferred: Sunday 2:00 AM - 6:00 AM (lowest activity) |
| - Emergency: Any time with user notification |
| - Maximum Duration: 4 hours |
| |
| UPDATE CATEGORIES: |
| +----------------------------------------------------------+ |
| | Category | Frequency | Downtime | Notice | |
| |-----------------|--------------|-------------|------------| |
| | Security Patch | As needed | < 15 min | 4 hours | |
| | Bug Fix | Weekly | < 30 min | 24 hours | |
| | Feature Update | Monthly | < 2 hours | 7 days | |
| | Major Version | Quarterly | < 4 hours | 30 days | |
| +----------------------------------------------------------+ |
| |
| ZERO-DOWNTIME DEPLOYMENT TARGET: |
| - All updates except major versions should be zero-downtime |
| - Blue-green deployment strategy |
| - Automatic rollback on failure |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| O1.1 Planned Downtime | < 4 hr/month | < 2 hr/month | Zero | P1 |
| O1.2 Deployment Success Rate | 95% | 99% | 99.9% | P0 |
| O1.3 Rollback Time | < 30 min | < 10 min | < 5 min | P0 |
| O1.4 Security Patch Time | < 7 days | < 48 hours | < 24 hours | P0 |
Definition: Responsiveness to support requests and issues.
+------------------------------------------------------------------+
| SUPPORT LEVEL DEFINITIONS |
+------------------------------------------------------------------+
| |
| SEVERITY LEVELS: |
| +----------------------------------------------------------+ |
| | Level | Definition | Example | |
| |--------|---------------------------|----------------------| |
| | SEV-1 | System down, no workaround| All registers down | |
| | SEV-2 | Major feature broken | Cannot process cards | |
| | SEV-3 | Minor feature issue | Report formatting | |
| | SEV-4 | Enhancement request | New report column | |
| +----------------------------------------------------------+ |
| |
| RESPONSE TIME TARGETS: |
| +----------------------------------------------------------+ |
| | Level | Response | Resolution | Escalation | |
| |--------|-------------|------------|-----------------------| |
| | SEV-1 | 15 minutes | 2 hours | Immediate | |
| | SEV-2 | 1 hour | 8 hours | After 4 hours | |
| | SEV-3 | 4 hours | 48 hours | After 24 hours | |
| | SEV-4 | 24 hours | Next sprint| N/A | |
| +----------------------------------------------------------+ |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| O2.1 SEV-1 Response | < 30 min | < 15 min | < 5 min | P0 |
| O2.2 SEV-1 Resolution | < 4 hours | < 2 hours | < 1 hour | P0 |
| O2.3 First Contact Resolution | 50% | 70% | 85% | P1 |
| O2.4 User Satisfaction (Support) | 3.5/5 | 4.0/5 | 4.5/5 | P1 |
Definition: Completeness and accuracy of system documentation.
+------------------------------------------------------------------+
| DOCUMENTATION REQUIREMENTS |
+------------------------------------------------------------------+
| |
| DOCUMENTATION CATEGORIES: |
| +----------------------------------------------------------+ |
| | Category | Audience | Update Frequency | |
| |------------------|------------------|---------------------| |
| | User Manual | End users | Each release | |
| | Admin Guide | System admins | Each release | |
| | API Reference | Developers | Each API change | |
| | Training Guide | Trainers | Major releases | |
| | Runbook | Operations | Monthly | |
| | Architecture | Developers | Quarterly | |
| +----------------------------------------------------------+ |
| |
| QUALITY STANDARDS: |
| - All features documented before release |
| - Screenshots updated with each UI change |
| - API examples tested and working |
| - Search functionality available |
| - Version history maintained |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| O3.1 Feature Coverage | 90% | 100% | 100% + Examples | P1 |
| O3.2 Documentation Currency | 90 days | 30 days | Real-time | P1 |
| O3.3 User Findability | 70% | 85% | 95% | P2 |
| O3.4 Self-Service Resolution | 30% | 50% | 70% | P2 |
Definition: Guarantee that tenants cannot access each other’s data.
+------------------------------------------------------------------+
| TENANT ISOLATION MODEL |
+------------------------------------------------------------------+
| |
| ISOLATION STRATEGY: Row-Level Security (RLS) |
| |
| +----------------------------------------------------------+ |
| | SHARED DATABASE | |
| | | |
| | +---------------+ +---------------+ +---------------+ | |
| | | Tenant A | | Tenant B | | Tenant C | | |
| | | (tenant_id=1) | | (tenant_id=2) | | (tenant_id=3) | | |
| | | | | | | | | |
| | | - Products | | - Products | | - Products | | |
| | | - Inventory | | - Inventory | | - Inventory | | |
| | | - Sales | | - Sales | | - Sales | | |
| | +---------------+ +---------------+ +---------------+ | |
| | | |
| | RLS Policy enforces tenant_id filter on ALL queries | |
| +----------------------------------------------------------+ |
| |
| ISOLATION TESTING: |
| - Automated tests verify cross-tenant access is blocked |
| - Penetration testing includes tenant boundary testing |
| - Audit logs track any access attempts |
| |
+------------------------------------------------------------------+
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| M1.1 Data Isolation | 100% | 100% | 100% | P0 |
| M1.2 Cross-Tenant Test Coverage | 90% | 100% | 100% + Fuzzing | P0 |
| M1.3 Isolation Audit Frequency | Monthly | Weekly | Continuous | P1 |
Definition: Speed and ease of adding new tenants.
| KPI | Minimum | Target | Exceptional | Priority |
|---|
| M2.1 Tenant Setup Time | < 4 hours | < 1 hour | < 15 min | P1 |
| M2.2 Self-Service Onboarding | No | Guided | Fully automated | P2 |
| M2.3 Data Migration Support | Manual | Semi-auto | Fully automated | P2 |
| M2.4 Go-Live Checklist | Manual | Automated | Self-verified | P1 |
+------------------------------------------------------------------+
| SUCCESS CRITERIA DASHBOARD |
+------------------------------------------------------------------+
| |
| CATEGORY P0 KPIS PASSING STATUS |
| +----------------------------------------------------------+ |
| | Technical | 14 | --/14 | [ ] |
| | Business | 8 | --/8 | [ ] |
| | Compliance | 6 | --/6 | [ ] |
| | Operational | 5 | --/5 | [ ] |
| | Multi-Tenant | 3 | --/3 | [ ] |
| +----------------------------------------------------------+ |
| | TOTAL | 36 | --/36 | [ ] |
| +----------------------------------------------------------+ |
| |
| LEGEND: |
| [ GREEN ] All P0 KPIs meeting TARGET |
| [YELLOW ] All P0 KPIs at MINIMUM |
| [ RED ] Any P0 KPI below MINIMUM |
| |
| GO/NO-GO DECISION: |
| - Production: All P0 at MINIMUM + 80% P1 at MINIMUM |
| - Multi-Tenant: All P0 at TARGET + 90% P1 at MINIMUM |
| |
+------------------------------------------------------------------+
| KPI Category | Measurement Frequency | Report Frequency | Owner |
|---|
| Technical Performance | Real-time | Daily | DevOps |
| Business Outcomes | Daily aggregation | Weekly | Product |
| Compliance Status | Continuous | Quarterly | Security |
| Operational Metrics | Real-time | Weekly | Operations |
| User Satisfaction | Quarterly survey | Quarterly | Product |
+------------------------------------------------------------------+
| REPORTING STRUCTURE |
+------------------------------------------------------------------+
| |
| DAILY (Automated) |
| - System availability percentage |
| - Transaction count and success rate |
| - Sync latency and success |
| - Error rates by category |
| |
| WEEKLY (Operations Review) |
| - KPI dashboard review |
| - Incident summary |
| - Capacity utilization |
| - Support ticket trends |
| |
| MONTHLY (Leadership Report) |
| - Executive KPI summary |
| - Business outcome metrics |
| - Cost/benefit analysis |
| - Risk assessment |
| |
| QUARTERLY (Board Report) |
| - Strategic goal alignment |
| - Multi-tenant readiness assessment |
| - Compliance certification status |
| - Investment return analysis |
| |
+------------------------------------------------------------------+
| # | Success Factor | Measurement | Target |
|---|
| 1 | System never prevents sales | Transaction success rate | 99.9% |
| 2 | Inventory is always accurate | Accuracy audit | 98% |
| 3 | Users find system easy | NPS score | +40 |
| 4 | Shopify sync is seamless | Automation rate | 95% |
| 5 | System is secure | Compliance certification | 100% |
| 6 | Multi-tenant ready | Isolation testing | 100% |
| Phase | Validation | Duration | Exit Criteria |
|---|
| Alpha | Internal testing | 4 weeks | All P0 technical KPIs pass |
| Beta | Single store pilot | 4 weeks | All P0 KPIs at minimum |
| Production | Full rollout | 8 weeks | All P0 KPIs at target |
| Multi-Tenant | External tenant | 12 weeks | All M1/M2 KPIs pass |
| Attribute | Value |
|---|
| Version | 1.0.0 |
| Created | 2025-12-29 |
| Author | Claude-NAS |
| Status | Draft |
| Part | I - Foundation |
| Chapter | 04 of 04 |
This document is part of the POS Blueprint Book. All content is self-contained and requires no external file references.