1. THE EVALUATION PROCESS

2. 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.

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 (less 3 mos.) HKA Passing Rate: 80% Probationary (3 mos. or more) and Regular HKA Passing Rate: 90%

5. QUANTITATIVE COMPUTATION OF GRADES

11. 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.

12. 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).

13. QUALITATIVE COMPUTATION OF GRADES

15. 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.

16. 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.

17. IMPACT OF EVALUATION The 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.

18. 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).