Ver 1.

0 Jan14 For Internal use only

PERFORMANCE IMPROVEMENT POLICY (PIP)
Policy Statement iOPEXs Performance Improvement Policy and Procedures help to promote fairness and
consistency in the treatment of employees and encourages improvement in their performance. In many cases
early intervention by a Team Lead or Manager can prevent matters escalating to serious performance issue.
This policy and procedure applies to all employees of iOPEX Technologies whether probationary or
permanent in status. This does not apply to contract employees as their contract can be terminated without
following this procedure.

Objective Performance Management is a key role for every Team Lead/Manager and as such they are
required to set and communicate clear objectives for their staff and establish measurable standards of
performance required to achieve those objectives. The Manager/TL should give timely and constructive
feedback on the team members performance and ensure that the individual is clear that he/she is receiving
feedback on their performance. If the employee does not improve performance post discussion, the employee
will be put onto a Performance Improvement Plan (PIP).

The objective of the Performance Improvement Policy is to improve the performance of employees. While the
main purpose of this policy is not dismissal, the outcome may lead to dismissal in the event that the employee
fails to achieve and maintain a satisfactory level of performance having been given the appropriate learning
and development opportunities (through training or on the job coaching) and time in which to improve.

Application All employees who do not meet their goals and key responsibilities (KRAs). Employees subject to
procedures and participating in the performance improvement plan program will not receive progression,
increases to their salary, participate in the Reward & Recognition program or be confirmed until they have
successfully improved performance.
Process:
Order of Steps for
the Process
Responsible Party Responsibility Task
1 Team Lead
Verbal or Email communication from the Team Lead or
Manager to the employee informing him/her of the
enrolment in the PIP class and identifying areas in which
the employee is failing and discuss the areas where he/she
would need to improve on in the next XX number of days
or weeks.
Regular (daily or weekly) coaching updating the employee
of his/her development
2 Employee
Employee to acknowledge email and confirm
improvement area or give explanation for the current
performance
3 Manager
If no improvement is shown by the employee, an written
communication from the business manager to the
employee informing him/her of the areas in which he/she
Ver 1.0 Jan14 For Internal use only
continuously failed
4 Employee
Employee acknowledges the Final Citation and confirms
improvement areas or explanation
5 Manager
If no improvement is shown by the employee an
endorsement letter will be sent to HR (hard copy) with
copies of documented communications to enable HR to
have proper interaction with the employee
Manager then goes to ManilaPortal.iopextech.com, clicks
on SupportFirst and creates a Ticket for Administrative
Hearing
6 HR ER
To proceed with Administrative Hearing in line with the
Due Process
Proceeds to managing the employee out


PIP Enrollment Criteria:
PSA/Sr.PSA/Trainee PSA Target
Metric
31 - 60 Days
Tenure
61 - 90 Days
Tenure
91 - 120
Days Tenure
> 120 Days
Tenure
ACT / AHT 30 Mins 24 Mins 20 Mins 18 Mins
CSAT 20% 30% 35% 40%

Performance Improvement Plan will be conducted is a step by step process with 7 major steps as given
below.
Step 1 Monitoring & PIP Recommendation (previous 4 weeks of data).
Step 2 Draft plan of action after identifying the areas of Improvement and share it with coaches &
Leads.
Step 3 PIP document to be signed by agents and leads agreeing to the guidelines and the coaching
activities of the plan. PIP document has to be duly signed at the initial stage of PIP Program
(i.e., before the end of first week.).
Step 4 Set on going coaching activities for 4 weeks.
Step 5 If agent did not show improvement after 4 weeks Final Written Warning (if no
improvement is shown.), and agent will be referred to HR for further actions
Step 6 Post PIP Weeks Agents who has shown improvement, but has not completely met the
weekly goal shall be put into a surveillance monitoring for next 2 weeks.
Any agent who has not shown any improvement after 4 weeks / not meeting the goal
after 4 weeks will be referred to HR for further actions.

Ver 1.0 Jan14 For Internal use only

PERFORMANCE IMPROVEMENT PLAN

Enrollment Form

Agent
Name:
Enrollment Date:
Employee
ID:
Evaluation Period: to
Team
Leader:
Production Date:

Guidelines of Plan:
Objective: The goal of this plan is to encourage improvements in Ninjas who currently have
skill/will related issues in meeting the program goals.

Consequence: Failure to comply with this expectation will result in the issuance of citations
followed by corrective actions as recommended by the outstanding Code of Conduct.



Criteria for enrolling agents to PIP:

Evaluation Period:

Performance Improvement Plan:

Situation Task Action Results Status
Skill / Behavior

CSAT

AHT
QA


Ver 1.0 Jan14 For Internal use only

Agent Commitment:


Agent Signature: Date: TL Signature: Date:

Team Leader Feedback

Agent Signature:

Date: TL Signature: Date:

Agent Name:

Signature: Date:
TL Name:

Signature: Date:
OM Name:

Signature: Date:
HR Manager:

Signature: Date:
Ver 1.0 Jan14 For Internal use only
Agent Name:
Team Lead: PIP YES NO
I. Performance
Revi ew Week: 31
Step Goal Actual Step Goal Actual Step Goal Actual
Step
Goal
Actual
CSAT 70.00
ACT 0:18:00
RES 70%
NPS 70.00
II. Action Plans
KPI
Week 1 Agent Si gnature: Fol l ow-up meeti ng:
Week 2 Agent Si gnature: Fol l ow-up meeti ng:
Status:
At goal
Improvi ng
No i mprovement
KPI
Week 3 Agent Si gnature: Fol l ow-up meeti ng:
Week 4 Agent Si gnature: Fol l ow-up meeti ng:
Status:
At goal
Improvi ng
No i mprovement
Skills/Knowledge gap/Behavior observed Weeks 3 and 4 Action item/s Owner
Skills/Knowledge gap/Behavior observed Weeks 1 and 2 Action item/s Owner
Weekly Review
KPIs
Program
Goal
Previous
Week's
Actuals
Week 1 Week 2 Week 3 Week 4