The company grew from Cincinnati Bell Information Systems and MATRIXX,
both subsidiaries of Cincinnati Bell, and AT&T Solutions Customer Care (formerly
AT&T American Transtech), which was sold to Cincinnati Bell in 1998; an IPO in
August 1998 made it a fully independent company. Since then, Convergys'
headquarters in Cincinnati, Ohio, has acquired numerous companies.
Convergys sold its Human Resources Management line of business to
Northgate Arinso in March 2010.
On 22 March 2012, Japanese technology firm NEC announced it would buy
the Information Management Business of Convergys for approximately $449
million. In 2012, Convergys Philippines, 8 years after its entry into the country
established 18 centers with 26,000 employees in all, was named BPO Employer
of the Year at the annual International ICT Awards.
Convergys has approximately 89,000 employees in 70 customer contact
centers and other facilities in India (New Delhi, Gurgaon, Pune, Thane,
Hyderabad, and Bangalore), the Philippines (Manila, Cebu City, Davao City,
Baguio City, Santa Rosa, Naga City and Bacolod), Vietnam, Indonesia, United
States, Canada, Costa Rica, Honduras (Altia Business Park, San Pedro Sula),
South America, Europe, the Middle East, Africa, and Asia.
Vision
Our vision is to be the leading integrated, global business process outsourcing
solution provider by continuously enriching our clients' value propositions.
Mission
Our mission is to continuously provide innovative service solutions to our
clients to create maximum value for their customers.
Organizational Chart
Administrative Action
Dismissal From Employment and Preventive Suspension
Reporting and Investigating an Incident or an Infraction
The Disciplinary Procedure for Those Involving Fraud
3. Sexual Harassment and Drug-Free Workplace
Company Policy on Sexual Harassment
Company Policy on Drug-Free Workplace
4. Table of Offenses and Code of Conduct
Levels of Sanctions for Offenses
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Most of all, to protect the Company and the employees from potential lawsuits
In this regard, please be advised that the following security violations and applicable sanctions
will be implemented effective September 1, 2009. This policy covers all employees of eTelecare
Global Solutions and eTelecare Clark Services, Inc. regardless of employment status.
Category
Description
Level
of
Offense
Information
Security
internet newsletters
Sending emails with non-business related attachments that are
network
A direct or willful disregard to violate system security policy,
Conduct
and
Decorum
Security
ID Badge Policy.
Bringing and using of mobile phones and other unauthorized
rooms)
Using the employee's own ID to badge-in for purposes of granting
access to another who is not authorized to enter the area.
as one's own.
The above infractions supersede those that are stated in the Code of Conduct released in 2005.
Considering that the company views these security offenses to be serious and has substantial
prejudicial effect on the Company and its Clients, the Company shall adopt the following
corresponding sanctions for the above stated offenses:
LEVEL OF OFFENSE
CORRECTIVE ACTION
PRESCRIPTIVE PERIOD
Six months
1st offense
Six months
1st offense
Dismissal
Not applicable
LEVEL 1
1st offense
LEVEL 2
Level 3
Right to revise:
Management may from time to time issue new rules or policies or alterations to existing policies in
the form of memos. These memos will automatically form part of the Code of Conduct.
10
Administrative Action
Step 1: Notification
1.1 Every employee who has allegedly committed an infraction, regardless of the gravity, has the
right to be informed of the offense he has committed before the superior recommends or serves
him a disciplinary action.
1.2 Upon knowledge of an offense or an incident, the employee's first line supervisor or manager
shall conduct initial investigation of the reported incident to determine if there was indeed a nonconformance.
1.3 He shall then call the employee involved to immediate coaching and issue him the CITE form,
which specifies the facts of the incident, the circumstances, the date and time it happened and
the type of violation committed, per the COD, and giving the employee the opportunity to submit
his explanation within a certain period.
The CITE form is not yet a corrective action; rather it is a form of notification and is part of the
formal investigation process that allows the employee the chance to explain his action.
Should an employee refuse to acknowledge the CITE form, the FLS will note on the CITE form
"REFUSED TO SIGN" and then a witness will be called in to sign, after a copy of the CITE form is
left with the employee.
1.4 If the infraction poses a serious and imminent threat to life or physical well-being, or the
property, interests or services of the company or its employees, or if the presence of the erring
employee will likely to cause undue disruption of the investigation process, the employee
concerned may be placed under preventive suspension upon approval of Site HR Manager and
Site Director. The following factors, among others, shall be considered in determining whether to
place an employee on preventive suspension:
1.4.1.1 The number of suspected employees involved or;
1.4.1.2 Amount involved or;
1.4.1.3 Frequency of the act committed
1.4.1.4 Where the employee's presence may adversely affect the conduct of the investigation
1.4.1.5 The highly sensitive nature of the employee's functions and responsibilities
For Payroll purposes, the FLS shall submit a memorandum to Corporate HR-Employee Relations
and Payroll immediately on the effectivity date of the preventive suspension.
11
When the preventive suspension is lifted, HR shall issue a memo to the employee to inform
him/her that the preventive suspension is lifted; likewise, the same should be forwarded to Payroll
to reinstate the employee in the Company's payroll.
1.5 The involved employee must respond to the CITE form by giving his written explanation on
the charge/s leveled against him. The employee must submit said response to his FLS within 48
hours for Level 1 and 2 Offenses; and 5 calendar days from the receipt of the CITE form for Level
3 Offenses unless a longer period is given to the employee.
1.6 The employee's refusal or failure to give his written explanation within the time provided shall
be construed as a waiver of his right to be heard and to disprove the charge/s against him.
12
Cleared
Immediate Superior
Department Manager
Site HR Manager
Site Director
HR Director
First Warning
Immediate Superior
Department Manager
Site HR Manager
Site Director
Final Warning
Immediate Superior
Department Manager
Site HR Manager
13
Site Director
Dismissal
Immediate Superior
Department Manager
Site HR Manager
Site Director
HR Director / VP - Human Resources
14
(2) abuse of discretion in rendering the decision/ absence of due process; or,
(3) question on the interpretation of the provision of the Code of Conduct or of provisions of the
Labor Code
5.4 The line leader must still serve and effect the sanction, pending decision on the Motion for
Reconsideration. If the decision is to the employee's favor, anything due him will be restored
and/or he will be reinstated, if dismissed.
5.5 The employee shall personally fill out a Motion for Reconsideration form, where he should
specify the background of the case, the grounds for the appeal and the justification. He shall
submit the Motion to the VP-Human Resources or designate, who shall review the case being
appealed, and provide the department/operations manager a copy as FYI.
5.6 The VP-Human Resources or designate shall review the case, in consultation with the line
manager(s) of the employee concerned, and decide if the appeal may be granted. The decision of
the VP, Human Resources is final and executory.
Step 6: ADVICE & RECORDING
6.1 All corrective actions enforced, including coaching, shall be endorsed by the FLS/Next Level
Superior/Department Head to Site HR and the custodian of the employees' 201 files for proper
recording.
For coaching done for an infraction, copy of the coaching log must be given to Site Human
Resources.
6.2 Notices on enforced corrective actions involving suspensions and dismissals shall also be
submitted to Payroll Section , in addition to Site HR and the 201 file custodian, for proper
recording, for accounting of financial obligations, and for "hold or adjust payroll" purposes.
All steps in the process must be put in writing. For any type of corrective action, Employee
Relations & the custodian of 201 files must be given copies of all the documents pertaining to the
Disciplinary Action.
Note that only penalties involving suspensions or dismissals may be appealed, as these deny the
employee his right to earn income. As such, warnings are final and executory. The following
process shall apply in case an employee wishes to file a motion for reconsideration
In addition, Payroll must be informed in cases of suspensions or dismissals.
15
Site Director
Site HR Representative
16
However, for sexual harassment cases, in compliance with RA 7877 or the Anti- Sexual
Harassment Act, the company shall create a Committee on Decorum and Discipline to handle the
investigation of cases on sexual harassment. It shall be composed of at least 1 representative
each from management, the supervisors group, and the rank and file. (Please refer to the
Company Policy on Sexual Harassment)
Findings and recommendations of the Committee on Decorum and Discipline shall be submitted
to the Director of Corporate Human Resources, who shall approve the Committee's
recommendation.
Preventive Suspension
The Company may place the employee under investigation on preventive suspension if his
continued employment poses a serious and imminent threat to the life or property of the employer
or of his co-workers or under those circumstances mentioned in this COD..
The Notice of Preventive Suspension may only be served after a CITE form has been issued to
the employee. The period of preventive suspension shall not exceed 30 days. The Company
however may extend the period of suspension provided that during the period of extension, he
pays the wages and other benefits due to the employee. In such case, the employee shall not be
bound to reimburse the amount paid to him during the extension if the Company decides, after
completion of the hearing, to dismiss the employee.
Preventive suspension is not a penalty and is not a pronouncement of the employee's guilt.
Neither shall it replace the twin notice requirements for dismissal of an erring employee.
If the guilt of an employee on preventive suspension is established and the penalty in order is a
suspension, said suspension days shall be deducted from the days that the employee served as
preventive suspension.
17
1. Employee files an Incident Report on a suspected infraction of the COD, or a fraud activity and
submits it to the First Line Supervisor (FLS).
2. FLS informs the Shift Manager/Operations Manager of the matter; then OM immediately
informs Site Management. HR shall be included at the first instance of report.
3. FLS or HR advises the employee reporting the incident of the following:
i. DO NOT CONTACT THE SUSPECTED INDIVIDUAL to make inquiries on the facts of the
act or demand restitution.
ii. DO NOT DISCUSS the case, facts, suspicions or allegation with anyone unless
specifically asked to do so by the Investigating Committee.
4. Program Leaders move for an investigation of the report.
5. An Investigating Committee for fraudulent acts shall be formed, composed of the program
leader, Internal Audit, Quality Assurance, and Corporate Security. They are convened by the VicePresident or his representative. The committee shall be tasked to investigate the case at hand
and will agree on the manner and procedure by which the case shall be further investigated.
6. All inquiries related to the activity under investigation shall be directed to the Investigating
Committee.
7. If an infraction or fraud is established, the investigation report, incident report and all other
evidences found shall be forwarded to Site Human Resources for proper administrative and legal
action and formal report is made to local police authority; information as may be permitted by Site
Management regarding the case shall also be cascaded to Teams to ensure that the recurrence
of incident shall be avoided.
8. If there is no fraud found, investigation report shall still be filed, including an interview on the
employee who reported the incident and case shall be tagged as "CLOSED, NO FRAUD
FOUND"
9. No information concerning the status of an investigation will be given out. The proper response
to any inquiries is: "I am not at liberty to discuss this matter." Under no circumstances should any
reference be made to "the allegation," "the crime," "the fraud," "the forgery," "the
misappropriation," or any other specific reference.
The Company reserves the right to file a criminal case against the employee who commits any
fraudulent act. The DA process for Level 3 cases will be followed. Human Resources will review
the case and determine if filing for a criminal case will be recommended to Legal.
Type of Offenses according to Gravity & Corresponding Corrective Actions
The offenses stated in the Code of Discipline are classified into three levels depending on its
gravity and impact on the organization's business, security, culture and values.
Factors
Definition
Level 1
Level 2
Level 3
occurrence
the organization
operations, mars
productivity and possible
professionalism and
company image.
Security
Integrity
of integrity
19
integrity and
professionalism
workplace.
Note that the Company is not limited to file a criminal or civil case in the proper courts against
employees who have committed a Level 3 offense that constitutes fraud or any act that violates
the laws of the Republic of the Philippines The HR Department is responsible for ensuring that all
pertinent documents necessary for the Company's accredited law firm to pursue the appropriate
criminal or civil case be endorsed to the aforementioned for appropriate action.
Persistently telling dirty or filthy jokes to a co-employee who has indicated that it is
offensive;
Making obscene phone calls to a co-employee during and outside work hours;
Requesting for dates or favors for a job, favorable working conditions or assignment
20
Persistently inviting an employee after the employee has repeatedly declined or denied
the invitation
In addition, anyone who directs or induces another to commit any act of sexual harassment as
herein defined or who cooperates in the commission thereof by another without which it would not
have been committed shall also be liable under this Code of Conduct.
The offended party should file an incident report to the Human Resources Manager or Human
Resources Director in cases involving sexual harassment. Incident reports shall be treated
strictly confidential. Any complaint concerning sexual harassment must be put in writing and may
be filed within three (3) years after the incident.
Resigned employees may file an incident report on sexual harassment addressed to the Human
Resources Manager or Human Resources Director, provided that the person being charged is still
with the Company. Otherwise, the offended party may file a case in the proper courts.
Pursuant to Republic Act No. 7877, the company shall create a Committee on Decorum and
Discipline to conduct the investigation of cases on sexual harassment. The Committee shall be
composed of at least 1 representative each from management, supervisors group, and the rank
and file.
21
POLICY
Stream prohibits any employee from using, possessing, distributing, purchasing or selling of
illegal drugs or narcotics, inhalants, or any unlawful substances within or outside the company
premises, whether or not they are on duty.
On top of corrective action, the company shall turn over all materials including drug substances,
paraphernalia and records to proper government agencies for filing of appropriate charges
pursuant to R.A. 9165.
Anyone caught possessing or using illegal drugs or substances in company premises shall be
terminated. Any employee found under the influence of drugs for the first time, per confirmatory
test result, shall not be permitted to work until such time that he submits himself to treatment,
counseling or rehabilitation and certified to have recovered from the ill-effect of drugs. Second
time offenders shall be dismissed.
Any employee showing just cause for suspicion to be under the influence of drugs shall be
immediately made to undergo drug screening/testing.
Pertinent corrective actions are outlined under the guidelines of this policy.
This policy applies to all employees of Stream, regardless of rank or status.
DEFINITIONS
Illegal drugs - drugs that are classified as illegal under Philippine Laws, specifically
R.A.
9165, examples of which are listed, but not limited to, below:
a) marijuana
b) shabu or methamphetamine hydrochloride
c) ecstasy pills
d) hallucinogens
e) depressants and stimulants not physician prescribed
Prescribed Drugs - Drugs that are prescribed or administered by licensed physicians to patients
Random Drug Test - refers to unannounced schedule of drug testing with each employee having
an equal chance of being selected for testing.
22
Screening Test: a rapid test performed by a Drug Testing Center for purposes of establishing
potential or presumptive positive result and the type of drug used.
Confirmatory test: is an analytical test to validate and confirm the potential or presumptive
positive result of the Screening Test using a Gas Chromotography Mass Spectrometry (GCMS)
machine.
Class A Drug Testing Center - a DOH accredited drug testing center that has the capability to
collect samples, do drug screening and confirmatory testing.
Assessment Team - the safety team who shall assess and coordinate with the proper
government agency for needed actions on any person under the influence of drugs.
GUIDELINES:
1. ORIENTATION
Stream shall conduct an orientation on the Drug Free Workplace Policy, explaining its salient
features, the legislative background, procedure and compliance requirements.
2. DRUG SCREENING
23
f) The expenses for the drug screening and confirmatory tests shall be borne by the company.
g) Subsequent expenses incurred by any employee, who turns out positive for drugs as
ascertained by a confirmatory test, shall be borne by the employee.
h) Outsourced employees/contractuals may be required to present results of their drug
screenings, but such shall be at the cost of their employers.
Involvement in violent physical confrontation and/or giving grave threats (with incident
report)
Should any employee display probable cause, he may be included among those who shall
undergo random drug screening. His inclusion, however, shall no longer be considered random.
In case of suspicion drug test not coinciding with the periodic random drug screening, the
employee shall be accompanied to a DOH accredited Class A drug screening clinic by his
immediate superior and a representative of HR.
3. FORMATION OF AN ASSESSMENT TEAM
A. An assessment team for the purpose of this policy is formed and shall be composed of:
Site HR
Security Officer
B. Functions.
1) Coordinate all activities with regard to the conduct of drug screenings.
24
2) Liaise with the appropriate government agency(ies) to determine needed action with regard to
any employee found positive.
3) Recommend the mandatory drug testing of any employee under suspicion of drugs for any or
all reasons specified in 2.B of this policy.
4) Recommend if employee is fit to work after rehabilitation.
25
c) The referral shall solely be for first time offenders or those found to be a drug user or
dependent for the first time or who turn to the assessment team for assistance.
d) The employee shall comply with the DDB or the Council's recommendation, be it treatment,
counseling or rehabilitation, as a prerequisite to continued employment.
e) Any expenses to be incurred after the screening and confirmatory tests as a result of
recommended action on an employee found to be under the influence of drugs shall be
shouldered by the employee.
f) The employee shall be given only six (6) months to recover from his condition. Should he
recover within six months, he shall be reinstated to his former position or its equivalent. His failure
to recover within the specified timeframe shall be ground for severance of his employment with
the company.
g) Absences incurred during treatment shall be charged to SIL. Any absences beyond SIL credits
shall be counted as unpaid leave.
h) The employee shall be considered recovered and fit to be reinstated to work only upon
presentation of a certificate from the rehabilitation center or the DDB that he completed his
treatment; that he is fit to resume work, and no longer poses any danger to his co-employees
and/or the workplace.
i) Contractual and Probationary employees do not enjoy the reinstatement clause of item 3.h).
The company shall interpret drug test failure on their part as a violation of the employment
contract and thus, failure to meet the employment requirement.
5. USE OF PRESCRIBED DRUGS.
Prescribed drugs must be administered by a competent medical doctor. Any employee
undergoing prescribed medication must come forward and inform Human Resources of such. He
must no longer wait to be questioned, rather if he is being prescribed by his doctor to take
medicine that may be considered a controlled substance, he is duty bound to report and present
pertinent supporting documents, such as but not limited to, a valid medical certificate and a
physician issued prescription. He must obtain, too, a fit to work clearance from the company
physician.
6. PRE-EMPLOYMENT DRUG TESTING.
An applicant must undergo drug screening within 24 hours upon advice of the Recruiter and
submit the result within the same day of taking the drug screening. Drug screening of applicants
shall be done at the drug test center selected by Stream. Should the applicant fail to comply, this
will be construed as abandonment of his application.
26
The company has the right to turn down an applicant who turns positive in the screening test.
Should he appeal, he may submit himself to confirmatory testing in a DOH accredited drug testing
center at his cost.
7. CONFIDENTIALITY OF RESULTS
All documents connected with the drug testing performed shall be part of the employee's medical
record and shall be treated as confidential.
8. RIGHT TO INSPECT, SEARCH OR EXAMINE.
The company reserves the right to inspect, search, or examine all persons entering the company
premises for possible possession of illegal drugs. Any person who refuses to submit to such
search or inspection shall be denied access to the premises.
If an employee refuses to be inspected, searched or examined, he shall be administratively dealt
with.
Lockers, drawers and cabinets, though assigned to employees, are still deemed company
property and may be opened upon order, provided it is done in the presence of the person
involved. In case a locker or drawer is shared by more than one person and an illegal substance
or its paraphernalia is found inside such locker or drawer, and ownership of such cannot be safely
determined, both or all employees to whom the locker or drawer is assigned shall be made to go
through suspicion drug screening.
CORRECTIVE ACTION
PRESCRIPTIVE
PERIOD
LEVEL 1
1st Offense
6 months
6 months
Dismissal
Not applicable
LEVEL 2
1st Offense
LEVEL 3
1st offense
27
*Note: Attendance related infractions, i.e. Absenteeism, Tardiness and Under time are covered
by separate policies.
Level
Playing computer games on company owned PCs (except on authorized PCs, e.g. in
game room, pantry), including those that come with the Operating Systems package.
Neglect of duty (lapses in the practice of diligence in the performance of duties &
28
Abandonment of post: Leaving work without obtaining permission for any reason
Failure of a Leader to address critical performance, quality compliance and metricrelated behavioral issues of direct reports.
Failure of a Leader to address Quality / Zero Tolerance compliance and other Clients'
Habitually prolonging a non-call or staying on the line after the customer hung up or if
no one is on the other end of the line, for more than the prescribed time, such as:
a. Doing after call work
b. Prolonging an invalid Outbound call
c. Staying on the line after the call has been transferred
d. Looping when transferring calls; or multiple transferring of calls
e. Other similar or analogous circumstances
29
Failure to meet program standards within the given time frame and committed action
plans
Committing Gross and Habitual Neglect of the employee of his duties, per Art. 282 of
the Labor Code
Level
30
commission, offer, promise, and the like for personal gain or in consideration for
any act connected with the performance of the employee's duties.
Engaging in transactions with any customer, supplier, vendor or other businessrelated third party outside of one's official capacity. This includes but is not limited
Offering bribes, kickbacks or anything of value for personal gain in the course of
the performance of one's job.
31
(Moonlighting)
Engaging in a criminal act whether or not related to job performance, when filed in
court
32
official investigation
c. Knowingly submitting, false, misleading or gross inaccurate data or information,
or falsifying any Company records causing prejudice to the Company
d. Signing the COA/DSR of another employee or having one's COA/DSR signed
by another employee or unauthorized altering of COA/DSR
e. Instructing or asking another employee to "auto-in" or "Log-in" for him / her
f. Signing any document that the employee knows to be fraudulent or not true
g. Forgery or alteration of any document or account.
h. Forgery or alteration of a check, bank draft, official receipt or any other financial
document, liquidation, cash advance
i. Impropriety in the handling or reporting of money or financial transactions
j. Disclosing confidential and proprietary information to outside parties
k. Disclosing to other persons security activities engaged in or contemplated by
the Company
l. Destruction, removal or inappropriate use of records causing prejudice to the
Company
m. Any dishonest or fraudulent act which cause or tend to cause prejudice to the
Company and/or client
n. Impropriety in the handling or reporting of money or financial transactions
o. Endorsing piracy or engaging in any act involving pirated software sales,
installation, download, copy and the like.
p. Engaging in sales or offering any product or software that is not endorsed by the
Company or Client.
q. Providing misinformation on product types/description/purposes/ on any Client
product or products endorsed by the Client. E.g. third party products
r. Signing any document that the employee knows to be fraudulent or not true
33
SABOTAGE. (Willful acts which adversely affect the operations of the Company),
such as:
Subject to terms as provided for in the Code of Conduct, engaging in any act
which may be deemed to be a conflict of interest or having the appearance of
conflict of interest without obtaining prior consent or advice from the company.
Such acts include but are not limited to the following:
34
Insider trading
Acts prejudicial or bringing ill repute to the company, its name, officers,
duly authorized representatives, goodwill or operation
Committing a fraudulent act or a breach of trust under any circumstances, per Art.
Level
35
Burning of leads
a. Intentionally dialing an invalid number that results to talk time or Aux out or ACD
in, or other similar or analogous to the foregoing.
b. Staying on a conference instead of transferring the call
c. Intentionally not answering the call
d. Opening multiple lines
e. Going on unavailable status without following operational procedure
f. Refusing a chat session without justifiable cause
g. Other similar or analogous to the foregoing
36
Use of abusive language when talking to the customer e.g. Anything rude,
Blatant misinformation
Violation of the Zero Tolerance Policy, Red Flag Policy and/or Quality Look-out
Codes (Please refer to program's QA policy / lookout code for sanction)
Level
D.
37
Failure to return on agreed or due date any borrowed item or equipment owned by
the company
Vandalism
Embezzlement or using of company funds for any purpose other than intended.
38
E.
1
Failure to wear or the improper use of the personal identification card or colorcoded ID holder within company premises (putting stickers, inverting the
placement of ID card in the holder)
1
Wearing improper attire, i.e. slippers, sando's, tube tops, see-through blouses,
spaghetti strapped blouses, shorts
1
Failure to log-in or log-out in the timekeeping system
1
Failure to call the First Level Supervisor (where Central Contact Line was
contacted) when absent on a declared Critical Workday
1
Participating in rough horseplay or practical jokes on company time or in company
premises and company sponsored activities.
1
Failure to file appropriate leave form together with necessary supporting
documents within prescribed period.
39
1
Uttering cursive or abusive language even if not directed at anyone
2
Possession of intoxicating drinks inside company premises
2
Rumor mongering or sowing intrigues against another employee which tends to
cast dishonor or contempt
2
Gambling in any form within company premises.
2
Abuse of discretion or authority
2
Fighting or quarreling during official company time or on company premises
2
Failure to call the Central Contact Line (whether First Level Supervisor was
contacted or not) on a declared Critical Workday
2
Disrespectful attitude, whether shown by word or deed towards a fellow employee,
a visitor of the company, a vendor or supplier.
40
2
Bringing in, showing, distributing and saving, or viewing nudity, sexual or illegal,
and/or seditious material within company premises be it in print or electronic
format
2
Failure on the part of an employee who has knowledge of any violation or
impending violation of the Code of Conduct and of other Company Rules or
Government Regulation, to take steps to prevent and/or report the same.
3
Connivance in committing a wrongful or fraudulent act. Including, causing,
encouraging and/or abetting a fellow employee to commit a wrongful or fraudulent
act.
3
Failure on the part of an employee, who has knowledge of any fraudulent act or
activities, to inform the Company shall be construed as a fraudulent act.
3
Inflicting physical harm or injury to a co-worker
3
Failure of a supervisor or manager to act on an infraction of the Code of Conduct
by an employee under him/her in order to protect the employee.
3
Causing, creating or participating in a disruption of any kind during working hours;
41
3
Insubordination. Willful refusal, without justifiable cause, to obey, any lawful rule,
order or instruction of management or by the employee's superior in connection
with the employee's work.
3
Lewd and lascivious acts within company premises. Examples are, but not limited
to, voyeurism, torrid kissing, heavy petting and fondling, excessive display of
affection, touching the genitalia and/or private erogenous parts
3
Harassment, including (1) discourteous actions, (2) derogatory racial, ethnic,
religious, age, sexual orientation, sexual or other inappropriate remarks, slurs or
jokes, (3) asking sexual favors, (4) making sexual advances, or (5) sending
threatening or slanderous messages.
3
Entering company premises after having drunk any intoxicating drink or drinking
alcoholic beverages inside company premises
3
Possession, use, distribution, sale or purchase of an illegal, habit forming or
controlled substance during company time, including rest and meal periods
42
Sending trivial/personal messages (i.e. "Spam", e-mail group), unsolicited junk mail,
Use of the Internet for non-business related "chat" or opening unauthorized websites
including any social media sites or those not defined by the program or department.
Failure to lock the work station when leaving the work area or logging off at the end
of the shift.
Violation of the Company's Social Media Guidelines, examples include but are not
limited to the following acts committed in the course of participating in any social
media:
43
Sites.
Disclosure, sharing, copying or transmitting of personal and/or User IDs and/or client
Using or attempting to use somebody else's computer and/or network account, ID's
and password without authorization
Using or bringing of mobile phones and other unauthorized recordable gadgets while
in restricted areas (ex: call center floor) or while traversing the call center floor.
through unauthorized diskette or other electronic media, onto one's system unless
business related.
44
but not limited to computer games that are not bundled with the Operations Systems
Package
deletion, or access of any company or client system, data, directory, files, utilities and
other software application programs
Any act that results into the introduction of viruses, hostile and malicious codes with
A direct or willful disregard to violate system security policy, for example using a
Carrying out any fraudulent transaction using company computer or systems data
Retention of Credit Card Information may it be in print or electronic media for any
reason.
Bringing out of company premises any hard printed documents related to the client
program.
45
unauthorized manner
Unofficial use of IDD and NDD facilities. (Employees shall be required to pay for call
charges).
Level
1
Failure to wear, improper use of, or tampering with the company-issued personal
identification card or color-coded ID holder within company premises (putting
stickers, inverting the placement of ID card in the holder, forcing open badges, etc.
1
Bringing in or carrying unnecessary personal belongings (e.g. handbags,
grooming kits )into prohibited/restricted areas
1
Improper use and/or tampering with company-issued badges (putting stickers,
inverting the placement of ID card in the holder, forcing open badges etc.)
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1
Not closing the locked entrances to the High Security area upon entry, thus
exposing it to unnecessary security risk.
1
Improper use and/or tampering with equipment, equipment setting (airconditioning thermostat, dispensers and the like) and facilities.
1
Failure to return temporary badges within the period required by the ID Badge
Policy.
1
Failure to badge in every time an employee enters a door with badge reader or
Tailgating
1
Failure of host employee to escort visitors or special services personnel (where
applicable) or failure to sign in guests/visitors before entering company premises.
1
Permitting or assisting unauthorized persons to enter or to have access to work
areas, cabinets, lockers and file cabinets, etc.
1
Failure to observe CLEAR DESK POLICY
2
Failure to observe safety rules including those issued for company activities or
outings
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2
Tampering with or misuse or unauthorized use of safety equipment, such as fire
extinguishers, fire alarms, etc.
3
Unauthorized access or entry to restricted areas (e.g. management's files, offices,
computers, fire exits)
3
Intentionally obstructing pathways and hallways, fire exits or fire cabinets, thus
posing hazard to employees.
3
Bringing in of deadly weapons, i.e., guns, knives, ice picks, etc.
3
Tampering with another employee's locker.
3
Refusal without justifiable reason to submit oneself to a drug test when required
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Level
1
1
Smoking in non-smoking areas.
2
Refusal to undergo a physical examination by a company accredited physician
when required to do so.
3
Yielding a positive result on the suspicion or random drug testing, twice.
3
Non-disclosure of contagious illness.
3
Refusal without justifiable reason to submit oneself to a drug test when required
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Vicinity Map
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Altiris (Service
Helpdesk)
The Unified Modeling Language (UML) diagram offers a way to visualize the
flow of the job in the company (see image), including elements such as activities
(reporting and resolving problems), individual components of the system (Non-IT
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End User and IT End User Support), that interacts thru Altiris or service helpdesk
provided by the company.
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mouse, etc.
Inventory of system
Installing dual monitor and adding restriction to PC
Updating of anti-virus
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IT Storage Room
This is where the computer peripherals, LAN cords, AVAYA phones, VXI
headphones and Jabra headphones, and other computer stuffs (mostly
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hardware) are found. In this room, the trainees' task is to separate the defective
parts of computer from working computer parts.
At MDF (Main Distribution Frame) Room, you can find cable racks that
interconnects and manages the telecommunications wiring between itself and
any number of IDFs (Intermediate Distribution Frame). Unlike an IDF, which
connects internal lines to the MDF, the MDF connects private or public lines
coming into a building with the internal network. The trainee helped in assisting in
replacing backup tapes for server and in installing CISCO routers.
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SWOT Analysis
This section discusses the strengths, weakness, opportunities (SWOT)
analysis profile of the Convergys Corporation - IT Operations. It presents basic
corporate information and cites their IT solutions and contact center technology
solutions. They have support operations in the Philippines, India and Costa Rica
but are said to be too dependent on big customers such as AT&T and DIRECTV.
STRENGTHS
WEAKNESS
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profitability
Several applications providing the
same functionality duplicated
through the county
Resistance to change
Risk of not attracting and retaining
IT staff.
STRENGTHS
Sturdy technical knowledge within
the field of hardware, software and
networking
Personal distinctiveness (e.g.,
strong work ethic, self-discipline,
ability to work under pressure,
creativity, optimism or high level of
energy.)
Communication, teamwork, and
leadership skills
Goal oriented
OPPORTUNITIES
Constructive trends in my field that
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WEAKNESS
THREATS
Competition from my legion of
college graduates
Obstacles in my way (e.g., lack of
the advanced education, training
that I need to take advantage of
opportunities).
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the trainees to be slowed down. The equipment, tools and machineries of the
company provide additional knowledge and hands-on skills.
The company has the ability to help the student trainee to become familiar in
the actual work cooperation with other personnel. Working with experienced staff,
the trainees were able to observe and practice on how the job is done properly.
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gave me a chance to know the basic aspects of what and how to do or what and
how people do such things in a company.
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