Performance Evaluation Process
- 2. THE EVALUATION PROCESS At D'MIIA, 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 their essential functions are being executed at a performance level set by the company.
- 3. HOW AN HKA IS EVALUATED The 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
- 4. THE GRADING PROCESS SCOREBOARD: Probationary (first mo.) HKA Passing Rate: 80% Probationary (second mo. onwards) and Regular HKA Passing Rate: 90%
- 5. QUANTITATIVE COMPUTATION OF GRADES
- 6. 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.
- 7. 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.
- 8. 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.
- 9. THE EVALUATION PROCESS 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.
- 10. THE EVALUATION PROCESS 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 using semi-colon (;) in between different sources. Each answer that has an incorrect/bad source (INSRC) has a grade of 0.
- 11. THE EVALUATION PROCESS REMARKS Remarks will be provided by the Team Leader after the computation of grades has been done. Comments, suggestions, and even corrections will be addressed depending on the HKA’s performance. As HKAs, you are encouraged to give constructive feedbacks to your TLs for them to improve on the processes being implemented. Your comments may address, but not limited to, coaching techniques, action plans, peformance evaluation, leadership skills, and other skills your leader must possess in order for you to maximize your own development.
- 12. THE EVALUATION PROCESS AREAS OF IMPROVEMENT Areas of improvement will be identified by the Team Leader to improve the quality of answers being sent by HKAs. Should an HKA need assistance to improve performance, the TL will prepare an action plan (DAP) to address the identified need. If in a specified acceptable length of time the HKA does not achieve desired results, HKA will be enrolled in the Performance Improvement Plan (PIP).