quality sop presentation errors-1

www.highpointcs.com

A Quality manual for a superior service delivery..,A Quality manual for a superior service delivery..,

An HighpointAn HighpointInitiative!Initiative!

Highpoint Corporate Solutions (Bng) Pvt Ltd Confidential / InternalJan’2011, Document Owner – Vamseedhar SR 2

Poor Quality due to ‘presentation errors’Failure in Focus Sampling Phase – Step 1Failure in Re-Accreditation Phase – Step 2Failure in PIP Phase – Step 3

CONTENT …1/1


Individual is subjected to “Focus Sampling” -

Increasing the sample size of QA to 50% (15%

for “Process ---”) for a defined duration.

Is there improveme

nt in quality ?

Individual is out of focus sampling but performance continues to be monitored for 3 months

• First month 10% will be audited• Second month 7% will be audited• Third month 5% will be audited

For presentation errors - 4 errors (Internal OR External) found

in 3 consecutive months, for an individual (Presentation

errors are coaching points recorded as audit failures)

• Provide feedback & document the same

• Periodic reviews to be calenderied,

• Discussed & documented

• Duration : 3-4 weeks

Step 1

YES

NO

POOR QUALITY DUE TO PRESENTATION ERRORS -B …1/1


De accredit and administer

Steps for re-accreditation in

Specific process

Is there improvement

in quality ?

Quality not satisfactory during focus sampling

• Warning letter to be issued• Periodic reviews to be calenderised, • Discussed & documented• Duration: As per stipulated timeframefor the process

YES

NO

Individual is out of focus sampling

but performance continues to be

monitored for 3 months

• First month 10% will be audited

• Second month 7% will be audited

• Third month 5% will be audited

FAILURE IN FOCUS SAMPLING PHASE …1/1

Step 1

Step 2


1. Roll out performance improvement plan (PIP)with specific weekly targets 2. Initiate grade step down from the start of PIP until at least 3 months of stable performance, post PIP

1 - Individual successfully clears PIP, but performance continues to be monitored for 3 months2 – Initiate change to original grade

Non achievement of re-accreditation within stipulated timeframe

• Periodic reviews to be calenderised, discussed & documented• Documentation to record step down from current grade • Inform Payroll for appropriate changes to be made• Final warning letter issued by OPS & HR, • Clearly stating that failure will lead to termination• Adequate support needs to be provided for improvement• Duration: 4 weeks

YES

Extend PIP for another 2 weeks to check performance

YES

Individual successfully clears PIP, but performance continues to be monitored for 3 months

YES NO

NO

FAILURE IN RE-ACCREDITATION PHASE …1/1

Step 2

Step 3 Is there improvement in quality ?

Is there improvement in quality ?

NO

Improvement in quality but with occasional dip?


`

1. Discussion with individual, Supervisor, Ops-Manager and HR Business Partner

2. Termination of employment contract

Quality not as per expectation during PIP phase

Employment contractterminated

YES

NO

Co-ordinate with HR & relevant department and complete Re-

deployment process

Is there an option / requirement to re-deploy into a lower grade

process ?

• A maximum of 3 warning letters can be issued, after which, the situation warrants the roll out of a PIP (Process Improvement Plan)• Performance of an individual who has been on focus sampling/De accreditation needs to be monitored consistently for stable performance

Step 3

FAILURE IN PIP (Process Improvement Plan) PHASE …1/1

quality sop presentation errors-1

Data & Analytics