This document discusses the process of calibration in quality monitoring programs. It describes Omni Hotels' efforts to implement calibration sessions to improve consistency between evaluators and understanding of evaluation criteria. Initial calibration attempts resulted in a 25% discrepancy between evaluators. The document outlines benchmarks and best practices for effective calibration, including ongoing calibration sessions and using a facilitator to guide discussions and ensure consensus.

1. Calibration: Getting Your Evaluators on the Same Page 06/06/09

10. Sample Spreadsheet Autonomy etalk Users Conference 2008 N/A Yes Yes Yes Yes N/A Asked nature of visit, group, business, special event 9 Greeting N/A No N/A N/A N/A N/A Performed complete na; Number of Rooms 8 Greeting NO Yes Yes Yes Yes No Performed complete na; Number of Adults and Children 7 Greeting Yes Yes Yes Yes Yes Performed complete na; Departure Day and Date 6 Greeting Yes Yes Yes Yes Yes Performed complete na; Length of Stay 5 Greeting Yes Yes Yes Yes Yes Performed complete na; Arrival Day and Date 4 Greeting Yes Yes Yes Yes Yes Inquired about location, offered a choice 3 Greeting Yes Yes Yes Yes Yes Stated associate name, hotel name or Omni Hotel 2 Greeting Yes Yes Yes Yes Yes Professional, clear, and welcoming greeting 1 Greeting 88.71% 84.99% 83.62% 93.15% 84.02% Craig David Mike Stacy Rick Question Detail Q # Perf. Area

13. Question & Answers Autonomy etalk Users Conference 2008 Questions?

14. Autonomy etalk Users Conference 2007 Thank You www.autonomy.com