EMPLOYEE 3rd Month REVIEW

Document No. 014 Issued by: Human Resources

Document Class: Internal Location: Manila

APPRAISAL INFORMATION
Rating Period:
From: Jun-2022
To: Sep-2022

EMPLOYEE INFORMATION
Last Name First Name Middle Name
Name:
Grajera Ariel Plaza
Employee No.: 69060
Hire Date: June 27, 2022
Program: Brown Forman
Supervisor: Jayme Acosta

PERFORMANCE REVIEW INSTRUCTIONS

> Verify and complete the Appraisal and Employee Information.
>
Review with the employee his/her job description, job standards (expectations and objectives) for the rating cycle to ensure the appraisal relates
to the specific responsibilities, assignments and standards that were conveyed to the employee for the rating cycle.

> Base the appraisal on the employee's performance during the entire review period, not isolated incidents or performance prior to the current
review period. Obtain and review necessary input and supporting data.
> Ratings are numbered from 1 to 5, with 5 being the highest. Make sure to rate accordingly.
> Chose the appropriate rating by encircling the number.
> Specify the program metrics and/or scorecard that the employee needs to be measured on and the corresponding rating.
>
The comments section should be used for supporting performance ratings, indicate problem areas, and provide guidance to the employees on
how to improve performance. Comments MUST be provided for ratings 5, 3 and 2 and are highly recommended for all other ratings.

>
Meet with the employee to discuss the performance review, sign and date the form and obtain the employees signature, date and comments.

>
Update the employee of the job description , essential job functions and performance standards/objectives for the next rating cycle.

I. Job Knowledge, Skills and Abilities

Measures employee’s demonstrated job relevant knowledge and essential skills, such as work practices, policies, procedures, resources, laws,
customer service, and technical information, as well as the relationship of work to the organization’s mission. Also measured are the employee’s self-
improvement efforts to enhance skills and knowledge and to stay current with changes impacting the job.

1 2 3 4 5
Often demonstrates a lack of Work reflects adequate
Consistently demonstrates a lack
basic or sufficient job knowledge/skills for job; Has Work reflects thorough and Possesses superior job skills and
of basic job knowledge and/or
knowledge/skills to perform some knowledge of related current knowledge/skill of job knowledge; effectively applies
skills to perform job; Rarely
routine functions of the job; work; Stays currect with major and impact on work; Uses them to work assignments;
takes advantage of learning
Occasionally is resistant to changes impacting opportunities to expand seeks and applies innovative and
enhancement; Often is resistant
changing processes, including knowledge/skill and accepts knowledge/skills relevant techniques
to changing requirements
opportunities for enhancement willingly

Comments:
4 - Agent was able to follow knowledge Article and don't hesitate to ask clarification when needed.
II. Work Results
Measures employee’s results in meeting established objectives/expectations/standards of quality, quantity, customer service, and timeliness both
individually and in a team.
1 2 3 4 5
Consistently fails to meet Often has difficulty meeting Work usually meets expectations Work frequently exceeds Work consistently exceeds
expectations of quality, customer expectations of quality, customer of quality, customer service and expectations of quality, customer expectations of quality, customer
service and timeliness standards service and timeliness standards timeliness standards service and timeliness standards service and timeliness standards

Comments:
3 - Agent got QIN for the first 2 months but with minimal impact; with passable score for CSAT

III. Initiative / Problem Solving Skills

Measures the extent to which the employee is self-directed, resourceful, and creative in performing job duties individually or in a team. Also
measures employee’s performance in identifying and resolving problems; following through on assignments; and initiating or modifying ideas,
methods, or procedures to provide improved customer service, redesign business processes, and accomplish duties.

1 2 3 4 5
Consistently fails to recognize
and seek help in resolving Addressing existing and Consistenly resolves unit/team
Resolves routine problems; Frequently resolves unit/team
routine problems; demonstrate significant potential problems; problems and promotes
Exhibit little initiative in problems; suggests innovations
inability to work individually or in Suggests or assists in developing improvements; Maximizes
identifying problems, solutions to improve processes; Develops
a team; Rarely suggests solutions; Carries through resources to streamline and
and improvement; Requires and implement solutions with
improvements; Requires solution implementation with improve processes; Requires
more than routine supervision moderate supervision
frequent reminders and routine supervision or follow-up minimal supervision
supervision

Comments:
4 - Agent was able to cope up with the service desk process and keeps on improving his performance

IV. Communication
Measures employee’s performance in exchanging information with others in an effective, timely, clear, concise, logical, and organized manners.
Communications include listening, speaking, writing, presenting, and sharing of information. Consideration is given to client/data
complexity/sensitivity.
1 2 3 4 5
Frequently communicates in a
Often fails to communicate in a Usually communicates effectively Consistently communicates in a
Consistenly fails to communicate clear, effective, timely, concise,
timely manner; Lacks clarity of and exchanges relevant clear, effective, timely, concise,
effectively or timely; Often does and organized manner;
expression orally or in writing information in a timely manner; and organized manner; Is
not keep others informed; Is an Proficiently organizes and
Inconsistent in keeping others Speaks and writes clearly; Keeps articulate and persuasive in
ineffective listener and/or presents difficult facts and ideas
informed; At times, fails to listen others informed and listens with presenting and soliciting
frequently interrupts orally and in writing;
effectively understanding complex or sensitive data
seeks/provides feedback

Comments:
4 - Agent was able to commuicate well with the user and listening actively to the user for any specific issue or concern.

V. Interpersonal Relations / Team Work

Measures employee’s development and maintenance of positive and constructive internal/external relationships. Consideration should be given to
the employee’s demonstrated willingness to function as a team player, give and receive constructive criticism, accept supervision, resolve conflicts,
recognize needs and sensitivities of others, and treat others in a fair and equitable manner.
1 2 3 4 5

Interpersonal relationships are Often has difficulty dealing with Consistently promotes and
Usually interacts in a cooperative Frequently fosters team work,
counter-productive to work, unit others; Allows personal bias to maintains a harmonious and
manner; Avoids disruptive cooperation and positive work
or team functions; Consistently affect job relationships; productive work environment; Is
behavior; Deals with conflicts relationships; Handles conflict
fails to interact in a cooperative Requires reminders regarding respected and trusted and is
and frustrations appropriately constructively
manner sensitivity to others often viewed as a role model

Comments:
4 - Agent was able to adapt with his environment and getting use to ask or seek assistance from his colleage when needed.
Agent is open for any suggestions or feedback to his ticket or on how he handle the call or ticket
VI. Work Habits
Measures employee’s performance relative to efficient methods of operation, customer service, proper conduct, speech, ethical behavior, and
Commonwealth/agency/work unit policies and procedures, such as attendance, punctuality, safety, security, proper care and maintenance of
assigned equipment, and economical use of supplies.
1 2 3 4 5
Consistently fails to meet Work is planned to meet routine Frequently plans/organizes work
Frequently lacks organization Work reflects maximum
expected standards due to lack volume and timeliness and to timely and effectively
and planning of work and does innovative use of time and
of effective organization , use of usually fulfills operational and accomplish job duties with
not adequately use available resources to surpass
resources or inattention to customer service needs; Adheres appropriate use of resources;
resources; Often does not meet expectations; Serves as a role
customer service needs; resists to organizational work policies Suggests improvement and
standards in complying with model with regard to work
established work policies and and procedures with few exceeds organizational work
work policies policies
procedures exceptions rules and standards

Comments:
3 - Agent is proactive with regards to his tickets, follow up to user in timely manner and able to log in on time for his shift

VII. Program Metrics and/or other Comments

Kindly specify the program metrics and/or scorecard that the employee needs to be measured on and the corresponding rating. Attach
corresponding documents if necessary.

Below is the Overall Score of the Agent and attached file is the complete file of the Scorecard.

Prepared by: Noted by: Approved by:

Jayme Acosta Jesse Aspril Jerico Antonio C. Reyes

Team Leader Program Manager Human Resources

Acknowledgement

I hereby confirm that I have read and understood the above-stated information and I voluntarily accept and interpose no
objection to the same.

Ariel P. Grajera
Employee's Signature over Printed Name
10/05/2022
Date