1800flowers PMG - SS and Email Only PDF

GUIDELINES
INTERNAL INFORMATION
Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 1 of 8
1800FLOWERS TRAINING
Performance Management Guidelines
(Voice and Deferred)
Debralyn Custodio
Issued by:
Learning Manager
Signature:
Ruby De Mesa
Approved by: Date Approved:
Senior Manager, Learning
Signature:
________________________________________________________________________________
The latest version of this document is published online. Any printed copy is an uncontrolled copy for reference purposes only.
1/Q-01/0006 rev 01
GUIDELINES
Table of Contents
1. OBJECTIVES ............................................................................................................................ 3
2. SCOPE ....................................................................................................................................... 3
3. GUIDELINES ............................................................................................................................. 3
4. REVISION HISTORY ................................................................................................................. 7
5. REVIEW HISTORY .................................................................................................................... 8
________________________________________________________________________________
1/Q-01/0006 rev 01
GUIDELINES
1. OBJECTIVES
1.1. To ensure that the required performance and behavioral standards during the training period are
aligned with program requirements.
1.2. To ensure that official performance and behavioral standards are properly documented, precisely
understood by, and strictly adhered to by all trainees, regardless of employment status.
1.3. To define the consequences of non-adherence to the performance and behavioral standards.
2. SCOPE
2.1. The guidelines will cover Language Training, Product Training and Nesting, unless otherwise
stated.
2.2. The performance and behavioral standards established on this document are applicable to all
trainees, regardless of employment status.
2.3. The consequences of non-adherence to the performance and behavioral standards shall be
dependent on the trainee’s employment status, taking into consideration applicable Company
policies and Labor Code provisions.
3. GUIDELINES
3.1 RELIABILITY (Attendance and Punctuality)
One of the foundations of learning effectiveness is employee reliability. It is therefore imperative

that trainees are physically present and consistently adhere to the training schedule.
Trainees who are unable to meet their employment obligations of consistent and reasonable
attendance and punctuality are subject to disciplinary action, up to and including termination of
employment.
(A) ATTENDANCE
Trainee Responsibilities:
 A trainee who fails to report for work within the first four (4) hours of a scheduled shift shall
be considered absent.
 A trainee who is unable to report for work is required to call the Immediate Supervisor’s mobile
phone at least one hour before the shift. (Procedural requirement).
 No other representatives are allowed to call in behalf of the trainee, except in cases of
emergency.
 Absence shall be supported by the necessary documents such as but not limited to doctor’s
certificate, police report, barangay certification, etc. (Substantive requirement)
 Failure to abide by the procedural and substantive requirements shall mean tagging of the
absence as unauthorized and therefore subject to disciplinary action.
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1/Q-01/0006 rev 01
GUIDELINES
Supervisory Responsibilities:
 Immediate Supervisors shall contact the trainee who failed to report for work within the first
sixty (60) minutes of the shift.
 Supervisors may exercise the prerogative to request the conduct of a home visit.
 Immediate Supervisors should report all absences to Inspiro Learning, Workforce, Human
Resources, and to Operations.
Corrective Action:
Any occurrence of Unauthorized Absence incurred within the training period shall be subject to
disciplinary action following the guidelines below:
Employment Status Classification Corrective Action

Probationary Employee Grave Offense Notice of Non-Regularization
Fixed Term Employee Grave Offense Notice of Explanation and
Notice of Decision
Regular Employee Moderate Offense ( following Corrective action will be dependent
the Code of Discipline) on active disciplinary records
F.2 Absenteeism
F.2.1 Unauthorized absences such as:

 Failure to report for work on a critical work day (e.g., work days immediately preceding a
holiday/day-off/vacation leaves, client/program declared critical work days)
 Unpaid Time Unauthorized (UPTU)
 No Call, No Show (NCNS)
F.2.2 Absence for two (2) consecutive days without notice or authorization.
An absence can be considered Authorized if the trainee was able to provide the procedural and
substantive requirements together with the expressed approval of first line supervisor. Any
occurrence of Authorized Absence incurred within the training period shall be subject to discussion
log.
Corrective actions of Probationary and Fixed Term employees resulting from absences, which are
lower than the ultimate penalty of termination, shall reset upon endorsement to Production.
Corrective actions for regular employees shall follow the prescriptive period set by the Code of
Discipline.
(B) PUNCTUALITY
 Trainees will be considered late when they enter their assigned training room past the
designated official schedule. No grace period shall be given.
 Training attendance and punctuality shall be based on attendance sheets. Such information
maybe be cross-referenced with other available information (door access, system log-ins,
etc.)
 Tardiness shall be subject to payroll deduction.
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1/Q-01/0006 rev 01
GUIDELINES
Corrective Action
Any occurrence of tardiness incurred within the training period shall be subject to disciplinary
action following the guidelines below:
Probationary and Fixed Term Employees

Instance Probationary Employee Fixed-Term Employee
1st Instance under 60 Minutes First Written Warning First Written Warning
2nd Instance under 60 Minutes Final Written Warning Final Written Warning
3rd Instance under 60 Minutes Notice of Non-Regularization Notice of Explanation and
1st Instance 60 Minutes or more Notice of Decision
Corrective actions of Probationary and Fixed Term employees resulting from tardiness, which are
lower than the ultimate penalty of termination, shall reset upon endorsement to Production.
Regular Employees:
Tardiness infractions committed by regular employees shall be dealt with following the Code of
Discipline provision on Attendance Related Infraction:
F.1.1 Tardiness is defined as coming to work late including over break. Excessive tardiness is
defined as either:
 3 instances within a calendar month or

 a total of 60 minutes within a calendar month
Every occurrence of excessive tardiness in a month is subject to disciplinary action.
Corrective actions for regular employees shall likewise follow the prescriptive period set by the
Code of Discipline.
3.2 PERFORMANCE (Language, Product and Nesting)
Trainees are provided with adequate training programs and support to perform optimally. The
Training Performance Guidelines enable the organization to objectively determine employee fit and
to fairly address employees who are ineffective and are unwilling to improve.
(A) LANGUAGE TRAINING GUIDELINES
Duration and
Scope The training curriculum will run for a period of three (3) days.
Assessments and The trainees will receive feedback and measurement through one (1)
Passing Scores comprehensive assessment during Language Training. The
Comprehensive Language Assessment will use the Language
Assessment Form which solely focuses on the communication skills of the
participants.
Passing score is set at 3.0 for Speech Standards, 3.0 for Linguistic
Standards, 3.0 for Conversation Strategy and 3.0 for Engagement
Strategy
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1/Q-01/0006 rev 01
GUIDELINES
Basis of Trainees should receive a score of at least 3.0 for Speech Standards, 3.0
Endorsement to for Linguistic Standards, 3.0 for Conversation Strategy and 3.0 for
Product Training Engagement Strategy.
Corrective Action: Trainees who will not meet the minimum standards stipulated herein shall be
subject to the following guidelines:

Fixed Term Employee Grave Offense Notice of Explanation and Notice of Decision
Regular Employee Not applicable Endorsement to Talent Acquisition for profiling
and possible assignment to other programs
(B) PRODUCT TRAINING AND NESTING GUIDELINES
Duration and
Scope The training curriculum will run for a period of:
 Sales, Service, EMAIL: 13 Days
Assessments and
Passing Scores SALES Assessments Total # of Items Weight
Quiz 1 20 10%
Quiz 2 20 10%
Certification Exam 20 20%
NESTING (70%)
Nesting – 7 Skills 1 30%
Nesting – QA Score 1 30%
SERVICE Assessments Total # of Items Weight

Quiz 1 20 10%
Quiz 2 20 10%
Certification Exam 20 20%
NESTING (70%)
Nesting – 7 Skills 1 30%
Nesting – QA Score 1 30%
EMAIL Assessments Total # of Items Weight

Moxie Email Post Test 10 40%
Email Nesting 1 60%
________________________________________________________________________________
1/Q-01/0006 rev 01
GUIDELINES
Overall score weight distribution if the trainee is trained on Sales, Service

and EMAIL
OVERALL SCORE SS / MON 1
Sales 35%
Service 35%
EMAIL 30%
TOTAL EVALUATION 100%
Basis of
Endorsement to Trainees should receive a score of at least 80% on the Overall Score.
Production
Provision for Trainees who received a score of 76% - 79% on the Total Evaluation shall
Reconsideration still be considered for endorsement if all the conditions below are met.
Representatives from Language, Quality and Operations shall review the
following:
1. A trainee should have a 1 or 2 under Product Knowledge (under 7

skills assessment);
2. A trainee should have a 1 or 2 under System Navigation (under 7 skills
assessment); and
3. A trainee should not have a score lower than 31.5% under Nesting
Score.
There are no retakes for quizzes and Nesting. Nesting are lives calls.
Corrective Action: Trainees who will not meet the minimum standards stipulated herein shall be
subject to the following guidelines:

Fixed Term Employee Grave Offense Notice of Explanation and Notice of Decision
Regular Employee Not applicable Endorsement to Talent Acquisition for profiling
and possible assignment to other programs
3.3 MISCELLANEOUS PROVISIONS
Employment Requirements
Trainees should submit their employment requirements (as discussed by TA/HR) ideally before
start of Foundations Training. Latest will be before endorsement to Production. Should the trainees
fail to submit the pre-employment as discussed to them before onboarding, trainees will be
sanctioned in accordance with the COD for not submission of pre-employment requirements which
will fall under Neglect of Duty:
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1/Q-01/0006 rev 01
GUIDELINES
C.1.5 Failure to comply with statutory and company requirements as needed during the
course of employment such as SSS, BIR 2316 etc.
Moderate Offense
ID, Lockers and Access Cards
 Upon issuance of Temporary ID, Lockers and Access Cards, trainees should ensure proper
use of these items.
 In the event that the trainee is separated from the company, these items should be
surrendered to Facilities and New Hire Learning Specialist.
 Clearance should not be issued unless Temporary ID, Access Card and Training Manuals
(if any) are given to the New Hire Learning Specialist
REVISION HISTORY
Version Revision
Author Position Revision Description
No. Date
00 12/30/2016 Marianne Program Learning Initial Issue
Lallaban Manager
01 10/24/2017 Maria Therese Language Learning Changed the passing score for
Guanzon Supervisor Language Training using the SPI
Speak domains
02 01/02/2018 Michelle Program Learning Removed LT and added Foundations
Camacho Manager Training; Added Nesting 2 in the
breakdown of PT scores
03 01/11/2018 Michelle Program Learning Removed GMC and Nesting 2 from the
Camacho Manager assessments and changed the weight
distribution
04 01/13/2018 Michelle Program Learning Added LT back to the agenda and
Camacho Manager removed the FT.
05 12/02/2018 Michelle Program Learning LT training days back to 5 days.
Camacho Manager Foundations Training is for 1 day. GMC
and Nesting are added back to the
assessments
06 12/21/2018 Maria Therese Language Learning Changed the Language Training
Guanzon Supervisor duration from 5 days to 3 days.
Changed the passing score for
Language Training from 3.0/3.0/3.5/3.5
to 3.0/3.0/3.0/3.0
07 3/2/2019 Debralyn Program Learning Added information on absenteeism.
Custodio Manager Added MON Only scoring and weight
distribution
1. REVIEW HISTORY
Reviewed by Review Date
________________________________________________________________________________
1/Q-01/0006 rev 01

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GUIDELINES

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 1 of 8

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 2 of 8

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 3 of 8

3.1 RELIABILITY (Attendance and Punctuality)

One of the foundations of learning effectiveness is employee reliability. It is therefore imperative

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 4 of 8

Employment Status Classification Corrective Action

F.2.1 Unauthorized absences such as:

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 5 of 8

Probationary and Fixed Term Employees

 3 instances within a calendar month or

Every occurrence of excessive tardiness in a month is subject to disciplinary action.

3.2 PERFORMANCE (Language, Product and Nesting)

(A) LANGUAGE TRAINING GUIDELINES

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 6 of 8

Employment Status Classification Corrective Action

(B) PRODUCT TRAINING AND NESTING GUIDELINES

SERVICE Assessments Total # of Items Weight

EMAIL Assessments Total # of Items Weight

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 7 of 8

Overall score weight distribution if the trainee is trained on Sales, Service

1. A trainee should have a 1 or 2 under Product Knowledge (under 7

Employment Status Classification Corrective Action

3.3 MISCELLANEOUS PROVISIONS

Doc. No. INSPIRO-TR/I/FL-03/18-002 Rev. State 05 Page(s) 8 of 8

ID, Lockers and Access Cards

Reviewed by Review Date

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