Harry and David Performance Management Guidelines

GUIDELINES
INTERNALINFORMATION
Doc. No. Rev. State 00 Page(s) 1 of 8
1-800 Flowers
(Harry & David)
Performance Management Guidelines
Maria Therese Guanzon

Issued by:
Learning Manager
Signature:
Ruby De Mesa AVP,
Approved by: Date Approved:
Learning
Signature:
Table of Contents
1. OBJECTIVES ............................................................................................................... 3 2.
SCOPE ......................................................................................................................... 3
3. GUIDELINES ....................................................ERROR! BOOKMARK NOT DEFINED.
4. REVISION HISTORY .......................................ERROR! BOOKMARK NOT DEFINED.
5. REVIEW HISTORY ...................................................................................................... 9
The latest version of this document is published online. Any printed copy is an uncontrolled copy for
reference purposes only
INSPIRO-SE/COE-04/18-
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1. OBJECTIVES
1.1 To ensure that the required performance and behavioral standards during the Product
Training and Nesting period are aligned with program requirements.
1.2 To ensure that the 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 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 follow their work arrangement and consistently adhere to the
training schedule.
Trainees with onsite arrangement are expected to be physically present and trainees with
work-at-home (WAH) arrangement are expected to meet all the required technical
standards made known to him at the time of hiring and be able to use the technology of
their respective programs or departments which would enable the employee to report to
work online consistently and on time.
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:
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• 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.
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.
Corrective Action:
Any occurrence of Unauthorized Absence incurred within the training and transition
period shall be subject to disciplinary action following the guidelines below:
Employment Status Classification Corrective Action

Probationary Grave Offense Notice of Non-Regularization
Employee
Project-based Grave Offense Notice of Explanation and Notice
Employee of Decision
Fixed-term Employee Grave Offense Notice of Explanation and
Notice of Decision
Regular Employee Moderate Offense Corrective action will be
(following the Code of dependent on active disciplinary
Discipline) records
Corrective actions of Probationary, Project-based and Fixed-term employees resulting

from absences, which are lower that 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
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• Trainees will be considered late when they enter their assigned physical or virtual
training room past the designated official schedule. No grace period shall be given.
• Training attendance and punctuality shall be based on the attendance sheets.
Such information maybe cross-referenced with other available information (door
access, system logins, etc.)
• Tardiness shall be subject to payroll deduction
Corrective Action:
Any occurrence of tardiness incurred within the training and transition period shall be
subject to disciplinary action following the guidelines below:
Instance Probationary Project-based Fixed-term

Employee Employee
1st Instance under First Written Warning First Written Warning First Written
60 Minutes Warning
2nd Instance under Final Written Warning Final Written Warning Final Written
60 Minutes Warning
3rd Instance under Notice of Notice of Explanation Notice of
60 Minutes NonRegularization and Explanation and
1st Instance 60 Notice of Decision Notice of Decision
Minutes or more
Corrective actions of Probationary, Project-Based and Fixed-Term employees resulting

from tardiness, which are lower that the ultimate penalty of termination, shall reset upon
endorsement to Production.
Corrective actions for regular employees shall be dealt with following the Code of
Discipline provision on Attendance Related infraction. Note that any previous
infractions will be considered and dealt with accordingly.
F.1.1 Three (3) instances of tardiness, including over breaks or lunch, or an

accumulation of 60 minutes per month (minor offense)
Corrective actions for regular employees shall likewise follow the prescriptive
period set by the Code of Discipline.
3.2 PERFORMANCE
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 unable to
improve.
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A. PRODUCT TRAINING
Duration and
The training curriculum will run for a period of ten (10) days.
Scope
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Assessments Below are the details of the weights of the graded assessments:
and Passing
Scores OE Test Battery
Assessment Assessment Type Weight

Day Given
Days 1, 2
OE Assessments Online 28%
and 3
QA Evaluation
Day 4
OE Nesting Sales Compliance 72%
CSAT
Total 100%
CS Test Battery
Day Given
Assessment Assessment Type Weight
Days 5, 6
CS Assessments Online 28%
and 7
QA Evaluation
CS Nesting 72% Day 8
CSAT
Total 100%
ECOMM Test Battery
Assessment Day Given

Assessment Weight
Type
ECOMM
Online 28%
Assessments
QA Evaluation
Email Nesting 36% Day 9 and
CSAT 10
QA Evaluation
Chat Nesting 36%
CSAT
Total 100%
The passing score for all exams is 80%.
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Basis of By the end of the training for all splits (OE, CS and ECOMM), the
Endorsement trainees should:
to Nesting
a. achieve at least 80% weighted average in the OE Test Battery,
b. achieve at least 80% in the CS Test Battery, and
c. achieve at least 80% in the ECOMM Test Battery.
Provision for No revalidation or retesting will be provided to those who fail the
Retakes assessment.
Corrective Action: Employees who will not meet the minimum standards stipulated herein
shall be subject to the following guidelines:

Probationary Employee Grave Offense Notice of Non-Regularization
Project-based Employee Grave Offense Notice of Explanation and Notice of Decision
Fixed-term Employee Grave Offense Notice of Explanation and Notice of Decision
Endorsement to Talent Acquisition for profiling
Regular Employee Not applicable and possible assignment to other programs
B. NESTING
Duration and Scope Nesting will run for total of 24 hours: (8) hours for OE, (8) hours
for CS, (4) hour for Chat and (4) hour for Email.
Assessments and
Passing Scores Trainees are required to meet the following scores per LOB:
LOB Score
OE 80%
CS 80%
ECOMM 80%
By the end of the Training, the trainees should:

Basis of Endorsement to a. achieve a passing score in OE,
Production b. achieve a passing score in CS; and
c. achieve a passing score in ECOMM
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Provision for Retakes Not Applicable
Corrective Action: Employees who will not meet the minimum standards stipulated herein
shall be subject to the following guidelines:

Probationary Employee Grave Offense Notice of Non-Regularization
Project-based Employee Grave Offense Notice of Explanation and Notice of Decision
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
A. Employment Requirements
Trainees should submit their employment requirements (as discussed by TA/HR)

ideally before start of Production Training. In line with the deadlines indicated in the
Pre-employment requirements checklist provided to them by TA. Latest deadline for
submission will be before endorsement to Production. Should the trainees fail to
submit the pre-employment requirements as discussed to them before onboarding,
trainees will be sanctioned in accordance with the COD for not submission of
preemployment requirements which will fall under Neglect of Duty:
C.1.5 Failure to comply with the statutory and company requirements as needed
during the course of employment such as SSS, BIR 2316, etc. – Moderate
If the trainees continue to fail to comply with the requirements within the deadlines
given, the sanctions may escalate to dismissal.
B. 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.
C. Integrity Policy
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• The following will be deemed as integrity issues and will result to dismissal
subject to Philippine Labor Law requirements:
o Any form of cheating
o Unauthorized disclosure, copying, or dissemination of Confidential
information (as stated in the Employment Contract)
4. REVISION HISTORY
Version Revision
Author Position Revision Description
No. Date
01 10/01/2018 Vic Jose Valdez Learning Specialist Initial Issue
Maria Therese M.
02 10/27/2018 Learning Manager
Guanzon
03 08/17/2019 Maegan Estella Learning Specialist CDAY 20 Revision
04 03/24/2020 Maureen Duran Learning Specialist Off-peak 20 Revision
04 08/07/2020 Ryan Sagpao Learning Specialist CDAY FY21 Revision
05 10/04/2021 Ryan Sagpao Learning Specialist CDAY FY22 Revision
5. REVIEW HISTORY
6. REVIEWED BY Review Date
Paulo Sangalang – Senior Manager, HR Operations August 11, 2020
John Patrick Pimentel – Senior Manager, HR Operations August 14, 2020
Atty. Gwyneth Gaayon Aliga, Senior Manager, Legal Affairs September 12, 2020
Ma. Therese Guanzon – Learning Manager October 5, 2021
Rosemarie Martinez – Manager, HR Operations October 15, 2021
CONFORME
I have read and understood the guidelines of Harry and David Performance Management
Guidelines. I fully understand that Inspiro may modify terms, conditions and applications of these
guidelines from time to time.
Further, I acknowledge that upon my engagement, I was given orientation on the Company’s strict
policies on information security, data privacy and fraud including the following guidelines, among
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others: Information Security Policy, Standard Operating Procedure and Non-Negotiable

Behaviours, and the Company’s Code of Discipline.
I agree to be bound by the terms and conditions specified above and that any breach of these
guidelines, among others, may result in disciplinary investigation and action against me which may
lead to suspension and/or dismissal from the service including any and all monetary liabilities which
I may be sanctioned to pay or reimburse the Company.
In addition to administrative penalty, I acknowledge and understand that violation of the Company’s
policies on information security, data privacy and/or commission of fraud shall make me liable for
any and all damages equivalent to that incurred by the Company, directly or indirectly, including
costs of litigation and impact on goodwill, without prejudice to such other judicial remedies, criminal
or civil, which the Company has in law and in equity.
Name Signature Date
Joselda G. Olermo 01/12/2021
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GUIDELINES

Doc. No. Rev. State 00 Page(s) 1 of 8

Maria Therese Guanzon

Doc. No. Rev. State 00 Page(s) 2 of 8

Doc. No. Rev. State 00 Page(s) 3 of 8

1.3 To define the consequences of non-adherence to the performance and behavioral

3.1 RELIABILITY (Attendance and Punctuality)

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

Doc. No. Rev. State 00 Page(s) 4 of 8

Employment Status Classification Corrective Action

Corrective actions of Probationary, Project-based and Fixed-term employees resulting

Doc. No. Rev. State 00 Page(s) 5 of 8

Instance Probationary Project-based Fixed-term

Corrective actions of Probationary, Project-Based and Fixed-Term employees resulting

F.1.1 Three (3) instances of tardiness, including over breaks or lunch, or an

Doc. No. Rev. State 00 Page(s) 6 of 8

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Assessment Assessment Type Weight

ECOMM Test Battery

Assessment Day Given

The passing score for all exams is 80%.

Doc. No. Rev. State 00 Page(s) 8 of 8

Employment Status Classification Corrective Action

By the end of the Training, the trainees should:

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Provision for Retakes Not Applicable

Employment Status Classification Corrective Action

3.3 MISCELLANEOUS PROVISIONS

Trainees should submit their employment requirements (as discussed by TA/HR)

B. ID, Lockers and Access Cards

Doc. No. Rev. State 00 Page(s) 10 of 8

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others: Information Security Policy, Standard Operating Procedure and Non-Negotiable

Name Signature Date

Joselda G. Olermo 01/12/2021

Doc. No. Rev. State 00 Page(s) 12 of 8

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