Quality SOP guide

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2. 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 1
Failure in Re-Accreditation Phase – Step 2
Failure in PIP Phase – Step 3
CONTENT …1/1

3. Highpoint Corporate Solutions (Bng) Pvt Ltd Confidential / InternalJan’2011, Document Owner – Vamseedhar SR 3
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

4. Highpoint Corporate Solutions (Bng) Pvt Ltd Confidential / InternalJan’2011, Document Owner – Vamseedhar SR 4
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 timeframe
for 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

5. Highpoint Corporate Solutions (Bng) Pvt Ltd Confidential / InternalJan’2011, Document Owner – Vamseedhar SR 5
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 months
2 – 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
YESNO
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?

6. Highpoint Corporate Solutions (Bng) Pvt Ltd Confidential / InternalJan’2011, Document Owner – Vamseedhar SR 6
`
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 contract
terminated
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

7. Highpoint Corporate Solutions (Bng) Pvt Ltd Confidential / InternalJan’2011, Document Owner – Vamseedhar SR 6
`
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 contract
terminated
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