Non-performance
To comply with the Labor Code requirements for termination due to non-performance, the company must:
- Set clear performance or efficiency standards which are reasonable and not arbitrary. State clearly that particular performance ratings can eventually lead to dismissal.
- Set specific levels of performance that are proportionate to acts or negligence of the employee.
- Give the employee sufficient time within which to make the necessary adjustment and self-improvement.
- Secure evidence, including the employees’ performance ratings, showing poor performance or gross inefficiency over a particular period.
- Ensure that the employee is always accorded the requirements of procedural due process, under the twin notice and hearing rule, before you decide to dismiss him.
Always remember to follow the checklist provided below:
Prior to training:
- On-boarding/ Training program
- Established key performance indicators (KPIs) or scorecard
- Training Agreement - must be signed along with the offer of employment
During the training period:
- Performance reviews - discussed and signed by the staff and supervisor
- Documented coaching sessions
- Proof that the employee failed the training based on the signed agreement
- Test scores
- Call recordings
- Quality assurance (QA) results
- Adherence to training review timelines and MicroSourcing’s corrective action process on non-performance
Note: Termination of employment should be supported by proper documentation of failed performance during training.
After the training period:
- Established KPIs or scorecard - this may be slightly different from the training KPIs/Scorecard. In case a new set of KPIs/scorecard is required, the said update must be discussed with the employee upon issuance of the final training evaluation.
- It is important for employees to know whether they are meeting or failing expectations. Employee evaluation must be done at least twice a year. This will be the midyear and annual performance reviews.
- Client recommendation based on training performance
- Adherence to MicroSourcing’s corrective action process on non-performance
Note: Termination of employment should be supported by proper documentation of failed performance and other performance issues.
Behaviour
Report it to your Account Manager through email. A meeting may be scheduled to discuss the issue/s further.
Your Account Manager will assess it if it’s for documented coaching or for Corrective Action.
An overview of our Corrective Action Process is provided below.
Refer to the Corrective Action Process
| STEP 1 | A violation is allegedly incurred by the employee. |
| STEP 2 | Submission of Incident Report and supporting documents |
| STEP 3 | Initial investigation/assessment is done to determine the need for corrective action. |
| STEP 4 | Notice To Explain is served to the employee. He/She is given 24 hours to provide an explanation for minor offenses. For terminable offenses, he/she is given five (5) days to provide an explanation in accordance with the Labor Code of the Philippines |
| STEP 5 | Written Explanation is provided by the employee. |
| STEP 6 | Administrative Hearing is conducted for grave offenses. |
| STEP 7 | Decision Memo is served to the employee. |
Some notes to remember:
- Deliberation and coordination with the client may happen at any part of the process.
- Due process must be followed at all times.
- Coordinate with your Account Manager.
- Ensure that matters are treated with confidentiality and judgment is rendered fairly.
- Client input is very important in the corrective action process. Below are the basic questions or documentations we need from our clients:
Evidence - screenshots of the system, pictures, etc.
Impact on business - impact of the employee’s action on the client’s business, its customers, its relationships to customers or its standing on the industry
Incident reports - report matters to your Account Manager as soon as they arise to ensure proper documentation
Negligence
Report it to your Account Manager through email. A meeting may be scheduled to discuss the issue/s further.
Your Account Manager will assess it if it’s for documented coaching or for Corrective Action.
An overview of our Corrective Action Process is provided below.
Refer to the Corrective Action Process
| STEP 1 | A violation is allegedly incurred by the employee. |
| STEP 2 | Submission of Incident Report and supporting documents |
| STEP 3 | Initial investigation/assessment is done to determine the need for corrective action. |
| STEP 4 | Notice To Explain is served to the employee. He/She is given 24 hours to provide an explanation for minor offenses. For terminable offenses, he/she is given five (5) days to provide an explanation in accordance with the Labor Code of the Philippines |
| STEP 5 | Written Explanation is provided by the employee. |
| STEP 6 | Administrative Hearing is conducted for grave offenses. |
| STEP 7 | Decision Memo is served to the employee. |
Some notes to remember:
- Deliberation and coordination with the client may happen at any part of the process.
- Due process must be followed at all times.
- Coordinate with your Account Manager.
- Ensure that matters are treated with confidentiality and judgment is rendered fairly.
- Client input is very important in the corrective action process. Below are the basic questions or documentations we need from our clients:
Evidence - screenshots of the system, pictures, etc.
Impact on business - impact of the employee’s action on the client’s business, its customers, its relationships to customers or its standing on the industry
Incident reports - report matters to your Account Manager as soon as they arise to ensure proper documentation