THE EVALUATION PROCESS

THE EVALUATION PROCESS

At DMIIA, HKA evaluation refers to a daily process of gathering data and then analyzing or ordering it in such a way that the resulting information can be used to determine whether our company is achieving its stated objectives and anticipated results that will determine if planned activities are effectively being carried out. Since the HKA is the frontliner of the business, it is imperative that his essential functions are being executed at a performance level set by the company.

HOW AN HKA IS EVALUATEDThe evaluation process will be composed of two types:

qualitative and quantitative.

The evaluation program will randomly select five (5) answers from the database, and will be graded by the Team Leader or by the Team Leader Apprentice through the use of the said grading metrics. The qualitative evaluation, on the other hand, will be based on the HKA’s professionalism: General Attitude, Absenteeism and Tardiness. Moreover, evaluation of every HKA will be on a daily basis and will be submitted to the Supervisor weekly.

The quantitative evaluation of grades of an HKA will be based on the following metrics:

Accuracy Completeness Grammar Expiration Source

THE GRADING PROCESS

SCOREBOARD:

Probationary (less 3 mos.) HKA Passing

Rate: 80%

Probationary (3 mos. or more) and Regular HKA Passing Rate:

90%

QUANTITATIVE COMPUTATION OF GRADES

Accuracy Each correct (CORCT) answer has a grade of

100% (1), excluding deductions.

Each answerable (ASW) answer but an HKA sends an STB has a grade of 0.

Each STB answer but an HKA does not send an STB has a grade of 0.

Each incorrect STB (INSTB) answer has a grade of 0.

Completeness Each incomplete (INCPLT) answer is deducted 50%

(0.5) when it does not contain all the necessary information.

Each redundant (RDNDT) answer is deducted 50% (0.5) when it contains too much, unnecessary, or repeated information.

Each too long (LNGTH) answer is deducted 50% (0.5) when it exceeds 150 characters even though the answer is answerable by less than 150 characters; or including “MiaMia thanks you.” and exceeds 150 characters.

Answers that require more than 150 characters, if checked and justified by the TL, will not be deducted any point.

Grammar

Each answer that has incorrect punctuation (PNC), spelling (SPL), capitalization (CPTL), or spacing (SPC) is deducted 5% (0.05). Deduction is accumulated per instance.

Each answer that has incorrect Subject-Verb agreement (SVA), tense (TNS), or preposition (PREP) is deducted 10% (0.1). Deduction is accumulated per instance.

Each answer that has incorrect and/or no connective (CN), determiner (DT), linking verb (LV), or lacks a word (LKW) is deducted 20% (0.2). Deduction is accumulated per instance.

Each answer that has wrong word choice (WR) is deducted 30% (0.3). Deduction is accumulated per instance.

Expiration

Each answer that has no expiration (NEX) when needed has a grade of 0.

Each answer that has an incorrect expiration (INEX) has a grade of 0.

Source

Each answer that has no source (NSRC) has a grade of 0.

Each answer with incomplete source (INSRC) is deducted 50% (0.5). Meaning: If there are 2 or more sources, these URLs must be pasted in the source box, too, using semi-colon (;) in between different sources.

Each answer that has an incorrect/bad source (INSRC) has a grade of 0.

REMARKS

REMARKS

Remarks will be provided by the Team Leader or Assistant Team Leader after the computation of grades has been done. Comments, suggestions, and even corrections will be addressed depending on the HKA’s performance.

Areas of Improvement

AREAS OF IMPROVEMENT

Areas of improvement will be identified by the Team Leader or Assistant Team Leader to improve the quality of answers which are being sent by HKAs. Should an HKA need assistance to improve his or her performance, the Team Leader or the Assistant Team Leader will recommend that HKA will be enrolled in the Performance Improvement Plan (PIP).

QUALITATIVE

COMPUTATION OF GRADES

GENERAL ATTITUDE

Does an HKA complain when being tutored or corrected by the TL or TLA?

Does an HKA follow instructions given by the TL or TLA?

Does an HKA display rapport with his co-HKAs?

Does an HKA open irrelevant websites during his work, such as youtube, messengers, friendsters, and the like?

Does an HKA make too much unnecessary noise during his shift?

Does an HKA cooperate when his co-HKA needs help to answer a difficult question?

Other observable attitudes will also be considered.

The HKA will be evaluated qualitatively based on the following:

ABSENTEEISM / TARDINESS

Does an HKA acquire absences without prior notice to his TL or TLA?

Does an HKA always come in late when reporting to work?

Other factors affecting attendance issues will also be considered.

The TL and TLA will submit an Attendance Report for the whole week, specifying which days an HKA is present, absent, or on day-off.

IMPACT OF EVALUATIONThe evaluation process will be the gauge for the total performance of an HKA. For trainees, this will be the basis for a possible probationary employment. For probationary employees, this will also be the basis for regular employment. Regular employees will still undergo daily evaluation which will be the basis for ranking. The ranking system will then give the management a concrete picture of its employees’ performance, thereby providing a criterion for important decision making.

On the other hand, if the evaluation of an HKA is below the performance level expected, he will be enrolled in enhancement or development programs such as the Performance Improvement Plan (PIP) and the Progressive Improvement Program (PIA).