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1. Parties: Identifies the employer and employee being evaluated
2. Background: Explains the purpose and scope of the performance evaluation system
3. Definitions: Defines key terms used throughout the document including performance metrics, rating scales, and evaluation periods
4. Evaluation Period: Specifies the timeframe covered by the evaluation and frequency of assessments
5. Performance Criteria: Details the core competencies and metrics against which performance will be measured
6. Evaluation Process: Outlines the step-by-step procedure for conducting performance evaluations
7. Rating System: Explains the rating scale and scoring methodology
8. Documentation Requirements: Specifies how evaluation results should be documented and stored
9. Review and Feedback: Describes the process for discussing evaluation results with employees
10. Appeals Process: Details the procedure for contesting evaluation results
1. Performance Improvement Plans: Include when the organization wants to formalize the process for addressing underperformance
2. Rewards and Recognition: Include when performance evaluations are directly linked to compensation or benefits
3. Remote Work Evaluation Criteria: Include for organizations with remote or hybrid working arrangements
4. Industry-Specific Metrics: Include when evaluation needs to address specific regulatory requirements or industry standards
5. Cross-Cultural Considerations: Include for international organizations or those with diverse workforce
6. Evaluation Technology Guidelines: Include when using specific software or tools for performance evaluation
1. Schedule 1: Performance Evaluation Form: Standard template for documenting performance evaluations
2. Schedule 2: Rating Scale Guidelines: Detailed explanation of rating criteria and scoring methodology
3. Schedule 3: Key Performance Indicators: List of specific metrics and targets for different roles
4. Schedule 4: Feedback Form Template: Standard format for employee feedback and self-evaluation
5. Schedule 5: Performance Improvement Plan Template: Template for documenting improvement goals and progress
6. Appendix A: Legal Compliance Checklist: Checklist ensuring evaluation process complies with Hong Kong regulations
7. Appendix B: Sample Evaluation Timeline: Annual calendar of evaluation-related activities and deadlines
Assessment Criteria
Competency Framework
Customer Feedback
Customer Interaction
Customer Service Standards
Employee
Employer
Evaluation Committee
Evaluation Form
First Line Response
Key Performance Indicators (KPIs)
Line Manager
Performance Improvement Plan
Performance Rating
Performance Review Meeting
Personal Data
Quality Score
Rating Scale
Response Time
Review Cycle
Service Level Agreement (SLA)
Service Quality Metrics
Supervisor
Target Performance Level
Working Day
Written Warning
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Quality Monitoring
Resolution Rate
Escalation Protocol
Customer Complaint
Performance Metrics
Evaluation Period
Grievance Procedure
Objective Evidence
Performance Standard
Professional Conduct
Service Excellence
Training Requirements
Performance Metrics
Data Protection
Confidentiality
Review Procedures
Documentation Requirements
Employee Rights
Grievance Procedures
Performance Improvement
Training and Development
Quality Monitoring
Feedback Mechanisms
Rating System
Appeals Process
Record Keeping
Evaluation Frequency
Responsibilities
Communication Protocol
Disciplinary Procedures
Rewards and Recognition
Amendment Procedures
Compliance Requirements
Non-Discrimination
Personal Data Handling
Service Standards
Quality Assurance
Evaluation Timeline
Reporting Requirements
Dispute Resolution
Termination
Retail
Banking and Financial Services
Hospitality
Telecommunications
Insurance
Healthcare
Travel and Tourism
E-commerce
Professional Services
Public Services
Transportation
Real Estate
Food and Beverage
Education
Human Resources
Customer Service
Quality Assurance
Training and Development
Operations
Client Relations
Contact Center
Customer Experience
Performance Management
Employee Relations
Compliance
Service Delivery
Customer Service Representative
Customer Service Manager
Customer Experience Director
Service Quality Supervisor
Client Relations Manager
Contact Center Manager
Customer Support Specialist
Service Delivery Manager
Customer Success Manager
Quality Assurance Specialist
Training Manager
Operations Manager
Branch Manager
Account Manager
Customer Experience Analyst
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