Guidelines

Scoring

  • 91%-100% = Excellent, exemplary performance

  • 81%-90% = Very good, exceeds expectations

  • 71%-80% = Satisfactory, meets expectations

  • 60%-70% = Passing but needs to improve

  • 55%-59% = Poor, below expectations - re-evaluation after 3 months

  • Below 55% = Failed, for replacement

Rating

  • 5 - Excellent

  • 4 - Very Good

  • 3 - Fair

  • 2 - Unsatisfactory

  • 1 - Failed

  • N/A - Not applicable

COMPLIANCE TO SLA/CONTRACT

  • Compliance with contract clause

  • Compliance with local laws and regulations

  • Compliance with standards

  • Compliance with services

  • Compliance with time lines

  • Compliance with confidentiality

  • Dresscode

  • Human resources

  • Technical resources

  • Supply or material resources

  • Skills transfer, training

STAFF

  • Managerial or Supervisory effectiveness

  • Staff competence

  • Responsiveness

  • Conduct/behavior

  • Proactiveness

  • Work collaboration/coordination

  • Work quality

  • Timeliness of tasks

  • Customer service

  • Punctuality

  • Flexibility of hours

SERVICES

  • Quality of service

  • Availability of contact person

  • Availability of service

  • Planning

  • Cost control

  • Timely submission of reports

  • Appropriate measures proposed

  • Innovation

  • Agency support

  • Customer satisfaction

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