HR Setup for Outlet’s Operations: Employment Application ...mbm.mph.com.my/hrd/Documents/HRSETUP110804.pdf · If no bank account, issue a letter to the bank (if unable to open Bank

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HR Setup for Outlet’s Operations: Employment

Application & Interview

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SOP: Staff Employments, Application & Interview.

Employments,

Application &

Interview

Candidate to fill up the: 1) Application for Employment Form (Full Time)

2) Application for Part Time Employment Form.

Candidate also required bringing:-

1) Relevant Certificate (photocopy)

2) NIRC (photocopy)

3) 1 copy of passport sized photo

4) Curriculum Vitae (CV)

Interview immediately?

Use Interview Question Set.

Explain the Job Description & Rules & Regulations.

Yes

No

Arrange for another suitable time or,

Forward to superior if candidate applying for

higher than CSA post.

Inform HR to do E-Reference check. HR to reply within

24 hours (except weekends & public holidays)

Suitable?

Rejected application and

informed the candidate

Clear?

Yes

No

Complete the back portion of Application for Employment

“For Company Use” column

Submit the completed Application for Employment Form to HR

Department either thru normal transport or by hand.

Yes

No

Informed the candidate on reporting date (Report on Monday to

Training Centre at Mid Valley for 5 days induction training)

Documents completed?

Yes

No

Remind the candidate to bring the remainder documents plus:-

1) EPF number (if any)

2) CIMB Account (if any)

Candidate to complete:-

1) Personal Data Form 2) Employment Provident Fund Form (if unavailable) 3) Uniform / Name Tag Requisition Form

HR personnel will collect all the relevant documents & forms

HR will issue the Appointment Letter, Standard Terms and

Conditions of Employment, Employee Software Compliance

Statement & PA Insurance (Expression of Wish)

Original set to be kept by Staff.

HR set to be acknowledged and returns to HR.

Once received, HR will keep it together inside Staff Personal Folder.

First day at

Training Centre

HR

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APPLICATION FOR EMPLOYMENT FORM Page 1

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APPLICATION FOR EMPLOYMENT - BRIEF Page 1

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APPLICATION FOR EMPLOYMENT – BRIEF Page 2

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Basic Information during the 1st Interview

1. Job Requirements : Customer Service Assistant a. Education Qualification

i. Minimum SPM

b. Skill & Knowledge

i. Ability to converse in Bahasa Malaysia & English

ii. Knowledge of Computer skills will be Helpful.

c. Attributes

i. Discipline with Pleasant Personality

ii. Enjoy Reading & Meeting People

d. Experience

i. Not necessary

e. Other Job Requirements

i. Willing to Perform Shift Duties

ii. Able to work on Weekends & Public Holidays.

“If performance is Exceptional, Opportunity for Promotion to Trainee Retail Executive!”

2. Staff Benefits a. 2 Days Off Weekly b. Leave i. Annual Leave

ii. Public Holidays

iii. Maternity Leave – 60 Days

c. Staff Discounts (not applicable to Magazine, best Buy, Agent Controlled Item and Newspaper)

d. Book Borrowing Facilities e. Career Advancement f. Medical Benefit (Subject to terms) g. Dental / Eye Care Benefits* h. Training Programs i. Basic – Non-Supervisor (CSA Module, Product Training)

ii. Intermediate – Supervisor (Supervisory Training)

iii. Advance _ Executive (MPH Management Programme)

i. Annual Dinner (at company’s discretion) j. Performance Bonus* k. Annual Increment* l. Birthday Gift Voucher m. Incentive n. Punctuality Incentive (Non-Executive) i. Full Attendance Incentive (Non-Executive)

ii. Weekend Shift Incentive (Supervisor & Executive)

o. Sales Incentive Scheme* p. Insurance i. Basic

•••• Personal Accident coverage

•••• SOCSO

ii. Executive*

•••• Group Hospitalization & Surgical (Supervisory level & above)

3. Basic Job Description a. Provide good customer service

b. Perform Stock Processing

c. Perform Cashiering duties (where applicable)

d. All related job functions in relations to book trade.

i. Housekeeping

ii. Displaying

iii. Assist in Security

iv. Stock Returns

v. Stock Transfer

vi. Book Reservation

4. If accepted, to ask for the following documents: a. Photocopy of NIRC both sides – 2 copies

b. Passport-sized photo – 2 copies

c. Copies of Relevant Certificates if any

d. To fill up the Personal Data Form

i. If no bank account, issue a letter to the bank (if unable to open Bank Account)

•••• To submit any third party (e.g. family member) Bank Account #

ii. If no EPF no. get thumb print etc

e. Additional information:

i. Dress code – Black Pants/Skirt (no tights, jeans or mini skirts)

•••• White long sleeve shirt

•••• Flat and comfortable black shoes (no open toes)

ii. Uniform will be issued 2 months upon request via form/email pending on availability

of stock

f. Use ‘Checklist for Documentation Return’ Form to monitor all documents from staff

* only applicable

to confirmed staff

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COMPETENCY-BASED INTERVIEWER GUIDE PAGE 1

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DO’S AND DON’TS WHEN HIRING NEW STAFF

DO’s

1. Select candidate that meets your requirements 2. Prepare the questions that you are going to ask. 3. Ask questions which pertains to the job 4. Look through the application form before you start with the interview 5. Check on the applicant’s background with his or her previous employer

DON’Ts

1. Do not disclose the job description and basic salary during the early stage of the interview 2. Do not hire base on good look 3. Do not be biased 4. Do not hire applicants who are below 16 years old. 5. Do not hire foreigners or those who has PR status.

SALARY SCALE FOR CSA / CAFÉ CREW (ENTRY LEVEL)

QUALIFICATION WORKING EXPERIENCE SALARY PER MONTH (RM)

PMR 650

SPM / O Level 700

STPM & Above 750

Part Time

With / Without

3.50 – 4.50 per hour

* This guideline may differ from outstation to Klang Valley outlets due to different standard of living. Use

your discretion wisely in determining the entry salary based on their experience & skills other that their

academic qualification stated above.

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How to do E-Reference Check 1) Log in to MPH e-Reference Check Site

2) Enter Applicant NRIC

Enter Login ID

& Password

Enter Applicant NRIC

& press ENTER

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3) Fill-up the relevant information and Submit

4) Application’s Information appeared on the Screen

5) Select HOME either to Logout or to enter next applicant.

HR will reply within 24 hours whether Clear, Reject or Declined Offer.

Upload Photo*

from camera

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HR Setup for Outlet’s Operations: Registration of Employment

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PERSONAL DATA FORM

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KWSP / EPF FORM PAGE 1

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KWSP / EPF FORM Page 2

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FORM E: KWSP / EPF FORM Page 3

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UNIFORM / NAME TAG REQUISITION FORM

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CHECKLIST FOR DOCUMENTATION RETURN TO HR FORM

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OPENING CIMB SAVING ACCOUNT LETTER

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SAMPLE OF APPOINTMENT LETTER

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STANDARD TERMS AND CONDITIONS OF EMPLOYMENT FORM Page 1

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COMPUTER NETWORK, SOFTWARE AND INTERNET ACCESS POLICY FORM PAGE 1

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APPENDIX A – SOFTWARE COMPLIANCE STATEMENT

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APPENDIX B – SOCIAL MEDIA NETWORK ACCESS POLICY PAGE 1

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APPENDIX B – SOCIAL MEDIA NETWORK ACCESS POLICY PAGE 2

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SAMPLE OF PERSONAL ACCIDENT BENEFICIARY FORM

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HR Setup for Outlet’s Operations: HR Rules &

Guidelines

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Rules & Regulations 1.0 Attendance

1.1 Staff to report for duty punctually at all times.

• Lateness will be subject to disciplinary action inclusive of salary deduction.

• If not using Time Clock Machine, superior to be requested to acknowledge on “Attendance Book.” Per entry/exit basis

• Staff to contact superior if coming in late & supply reason on lateness. 1.2 Timetable duties to be strictly followed unless prior arrangement made or approved by superior.

1.3 Staff is responsible to inform superior if unable to report for duty.

• Produce valid MC upon reporting to work.

• Apply emergency leave upon reporting to work etc. 1.4 Application of leave shall be submitted for approval 1 week in advance & subject to company’s

approval (Refer to leave guidelines)

• Staff to obtain approval before going on leave.

• Submission does not equal approval

2.0 Meal Break 2.1 Meal Breaks varies depending on outlet.

• To be assigned by superior on daily basis.

• Lunch 30 minutes or 45 minutes (Depending on outlets)

• Dinner 1 Hour (Depending on outlets)

3.0 Work Ethics 3.1 Staff to obtain permission from superior prior to leaving workstation while on duty.

3.2 No Smoking or Eating allowed while on duty especially in the bookstore or office. Staff is expected to

concentrate on their job while on duty.

3.3 Private incoming and outgoing calls are not allowed except with prior permission from superior.

3.4 Requisition of items (for official usage) in store should be recorded and approved by superior.

3.5 Return all stationery, equipment documents etc to its place of origin after usage.

3.6 Do not remove any stationery and document from cashier/admin office without prior permission from

clerk or superior.

3.7 Stationery, document etc belonging to MPH is strictly for official use only.

3.8 Staffs are to observe proper dress code, well groomed and be attired presentably at all times while on duty.

• Uniforms are provided by company for non-executive staff

• Executive will be in his or her own attire. (Male to complete with tie)

4.0 Security 4.1 Lockers are provided to keep the staff’s personal belongings and any item brought in which is

similarly sold at MPH must be declared at point of entering the shop’s premises and should be kept in

locker at all time until the staff is ready to go home.

• Locker is subject to spot check by superior or security at company’s discretion.

• All bags and belongings are subject to inspection at check out point by superior or security. 4.2 Staff is not allowed to enter the Administration/Cashier office without prior permission from superior.

• Staff is subject to spot check performed by superior or security at company’s discretion.

• Cashier is not allowed to bring in wallet or purse during cashiering. 4.3 Staff is subject to bag inspection and body search: -

• Male security/superior on male staff and female security/superior with female staff

• No admittance to store after staff has been subjected to inspection after shift duty. 4.4 Non-Staff or Outsiders are NOT allowed into the shop before Opening, in the Office, behind Cashier

Counter or in any restricted area without prior permission.

5.0 Others 5.1 Staff is subject to transfer to any outlet of MPH at company’s discretion.

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Staff Benefits All Staffs

1.1 2 Days Off Weekly

1.2 Annual Leave

� 12 days after 1 year of service

� 16 days after 5 years of service

� 18 days after 10 years of service

� For Confirmed Staff with 1 year continuous service. 1.3 16 days Public Holidays (replaceable)

� 4 days compulsory PAID leave (non-replaceable)

� Federal Territory Day/Sultan’s Birthday etc.

� Labour’s Day

� Agong’s Birthday

� National Day 1.4 Maternity Leave – 60 days

1.5 Staff Discount – 20% (not applicable to Magazine, Best Buy & Newspaper)

1.6 Book Borrowing

1.7 Career Advancement

1.8 Free Medical Benefits

� Full Reimbursement if within list of Panel Doctor � RM15 if not Panel Doctor & subject to company’s approval � MC also subject to company’s Approval � Outlets have a panel clinic nearby

1.9 Training Programs

1.10 Annual Dinner at Company’s Discretion

1.11 Birthday Gift Voucher

1.12 Punctuality Attendance Allowance (RM50) & Full Attendance Incentive (RM30)

� Non-executive level (Applicable for Retail Staff only) � Entitle on monthly basis

1.13 Weekend Incentive

� Applicable to Confirmed Supervisory and Executive level.

� Minimum 4 weekend working days

� 5th weekend onwards - Supervisory (RM30) and Executive (RM50) per weekend working day.

1.14 Insurance

� Personal Accident coverage � SOCSO for all staff.

1.15 Food & Beverage Discount

� Book Café @ Bakti Siti Hasmah - 30% on Ala-Carte Menu

Confirmed Staff

1.1 Annual Bonus

� At Company’s Discretion 1.2 Annual Increment

� Pending Staff Performance � At Company’s Discretion

1.3 Sales Incentive Scheme

� When Sales Target is achieved � Monthly and Quarterly whichever applies

1.4 Dental Benefits

� Maximum RM150 per financial year (Jan-Dec) � Dental form to be filled up prior to claiming

1.5 Insurance

� Group Hospitalization & Surgical � Applies to Supervisory & Above � includes Logistic staff

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SAMPLE OF DUTY ROSTER

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Guidelines on Recording Staff Attendance Record

Staff Attendance Record – Applicable to outlets WITHOUT the Punch Card Machine

1 STAFF ATTENDANCE RECORD

All relevant columns must be filled up:

• Name : Staff's name in full

• Outlet : Dept and/or outlet

• Staff No. : Important to fill up

• Designation : Position of Staff

• Period : Preprinted

• Daily Column : Date : Preprinted

Day : Preprinted

Shift : M,A,R1,R2,MC,ABS,EL,PH ETC.

Time In/Out : Indicate ACTUAL In/Out Time.

Exec/Head of Shop to initial immediately

beside ‘time’ upon request by staff .

Write Legibly

Overtime : To be written by Executive/Head of Shop

Approved : To be approved by Executive/head of Shop

Remarks : Relevant Info e.g.: OT on R2

Replacement of R1 on 26Oct MC not accepted – Unpaid MC etc

“Late” if

PAA/NMLA : Please Indicate ‘Yes’ or ‘No’

• All EMPTY columns MUST be filled up accordingly: DO NOT PRE-RECORD! • R1 – Rest 1

• R2 – Rest 2

• MC – Medical Leave

• ABS – Absent without leave

• PH – Public Holiday

• EL – Emergency Leave

• AL – Annual Leave

• UL – Unpaid Leave

• UMC – Unpaid MC

• RR1 – Replacement Rest 1

• RR2 – Replacement Rest 2

2 EXPLANATION REST DAY

• Indicate R1 or R2 if staff is requested to come back to work

• Indicate if to replace with another rest day or to pay overtime

• If replacing previous Rest days, indicate RR1 or RR2 accordingly with the previous rest day date.

Try to replace within the same or latest by next payroll period

• Avoid giving ‘Advance’ Rest day

• 1&2 Rest day/s for 2/4 working days per week respectively

MEDICAL (MC) � Indicate panel or non-panel

� If non panel, Head of Shop to indicate “Accepted” or “Not Accepted” on the MC chit with

the date of receipt before signing. If accepting a non-panel mc, advise reason for seeing a non-

panel clinic

� If unacceptable MC, counsel staff & advise not to repeat going to Non-Panel clinic & head of shop to recommend on MC chit “Unpaid MC” etc. and initial on it.

� Fill up “Record of Misconduct” Form if necessary

� Staff to fill up the necessary leave form duly approved by Head of shop if acceptable

� All leave forms or letter MUST be attached to respective Staff Attendance Record if not sent

earlier.

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ABSENTEEISM (ABS)

� Please counsel the staff (if 1st time) or request for a letter of explanation if repeated offence

� Head of Shop to indicate “Accepted” or “Not Accepted” on the Letter of explanation with the

date of receipt before signing

� If acceptable, indicate on letter and recommend replacement of AL,UL,PH etc. - raise form

� If unacceptable, counsel staff not to repeat, Exec/Head of Shop to indicate on letter and

recommend ‘Treat as Absent’ for ( Absence Without Leave-AWOL) etc. and initial on it


� Staff to fill up the necessary leave form duly approved by Head of shop

� All leave forms & letters to be attached to respective staff's ‘Staff Attendance Record’ to HR

if not sent earlier. OVERTIME (OT)

� To be written & approved by Exec/Head of Shop

� Preferably to be done soonest possible by the Exec who is on duty the same day. � Starts after end of shift

� Round it to the closest quarter hour per daily basis

� Applicable to Non-Executive only.

� R1 – any hours x 1.5

� R2 – either 4.25 or 8.5 hrs x 1.0

Outlet Head to approve on TOTAL OT (Overtime) on each staff's Staff Attendance Record Form

PUNCTUALITY ATTENDANCE ALLOWANCE (PAA) NO MEDICAL LEAVE ALLOWANCE (NMLA)

� Executive/Head of Shop to indicate “Yes” or “No” next to PAA & NMLA

� Applicable to Non Executive on Shift Duties only

� PAA: RM50 – NO Lateness or Incomplete Shift, Absenteeism & Unpaid leave � NMLA: RM25 - NO medical leave during the month � NMLA not applicable if PAA not fulfilled

IMPORTANT: All Staff Attendance Record MUST BE ACCOMPANIED with the ACTUAL Duty Rosters with all the necessary amendments on it. Should consist of previous (21st-31st) & present month (1st -20th).

SAMPLE OF MANUAL

STAFF ATTENDANCE

RECORD FORM

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Guidelines on Recording on Time Card

Time Card – Applicable to outlets WITH the Punch Card Machine

1 TIME CARD All relevant columns must be filled up:

• Name : Staff's name in full

• Dept : Dept and/or outlet

• Staff No. : Important to fill up

• For the Month : Indicate period of work

• Daily Column : Date : Preprinted

Before Noon : Arrival Time & Out to Lunch/Dinner Break

After Noon : Back from Lunch/Dinner Break

Overtime : To be written & approve by Executive/Mgr.

• All EMPTY columns MUST be filled up accordingly: DO NOT PRE-RECORD!

� R1 – Rest 1

� R2 – Rest 2

� MC – Medical Leave

� Abs – Absent without leave

� PH – Public Holiday

� EL – Emergency Leave

� AL – Annual Leave

� UL – Unpaid Leave

� UMC – Unpaid MC

� RR1 – Replacement Rest 1

� RR2 – Replacement Rest 2

2 EXPLANATION REST DAY

• Indicate R1 or R2 if staff is requested to come back to work.

• Indicate if to replace with another rest day or to pay overtime

• If replacing previous Rest days, indicate RR1 or RR2 accordingly with the previous rest day

date. Try to replace within the same or latest by next payroll period

• Avoid giving ‘Advance’ Rest day

• 1&2 Rest day/s for 2/4 working days per week respectively

MEDICAL (MC) � Indicate panel or non-panel

� If non panel, Head of Shop to indicate “Accepted” or “Not Accepted” on the MC chit with

the date of receipt before signing. If accepting a non-panel mc, advise reason for seeing a non-

panel clinic

� If unacceptable MC, counsel staff & advise not to repeat going to Non-Panel clinic & head of

shop to recommend on MC chit “Unpaid MC” etc. and initial on it.


� Staff to fill up the necessary leave form duly approved by Head of shop if acceptable

� All leave forms or letter to be attached to respective staff's Time Card to HR if not send

earlier.

ABSENTEEISM (ABS) � Please counsel the staff (if 1

st time) or request for a letter of explanation if repeated offence

� Head of Shop to indicate “Accepted” or “Not Accepted” on the Letter of explanation with the

date of receipt before signing

� If acceptable, indicate on letter and recommend replacement of AL,UL,PH etc. - raise form

� If unacceptable, counsel staff not to repeat, Exec/Head of Shop to indicate on letter and

recommend ‘Treat as Absent’ for ( Absence Without Leave-AWOL) etc. and initial on it


� Staff to fill up the necessary leave form duly approved by Head of shop

� All leave forms & letters to be attached to respective staff's Time Card to HR if not sent

earlier.

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OVERTIME (OT)

� To be written & approved by Exec/head of Shop � Preferably to be done soonest possible by the Exec who is on duty the same day. � Starts after end of shift � Applicable to Non-Executive only. � Note: OT preferable on R2 � R1 – any hours x 1.5 � R2 – either 4.25 or 8.5 hrs x 1.0

Outlet Head to approve on TOTAL OT (Overtime) on each staff's time card

PUNCTUALITY ATTENDANCE ALLOWANCE (PAA) NO MEDICAL LEAVE ALLOWANCE (NMLA)

� Executive or Head of Shop to indicate on top of Time Card

� Applicable to Non Executive on Shift Duties only

� PAA: RM50 – No Lateness or Incomplete Shift, Absenteeism & Unpaid leave

� NMLA:RM25 -No medical during the month � NMLA not applicable if PAA not fulfilled

IMPORTANT: All Time Cards MUST BE ACCOMPANIED with the ACTUAL Duty Rosters with all the necessary amendments on it. Should consist of previous (21st-31st) & present month (1st -20th).

SAMPLE OF TIME CARD

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Rules & Regulations for Prayer Time for Muslim Staff

1. Any staffs who need to perform prayers should liaise with their Superiors to avoid any disruption in our retail

operations.

2. Staffs required recording their Time In and Out in Surau Record Book. 3. Maximum of 15 minutes being provided for every Daily prayer. 4. Maximum of 1 hour and 30 minutes being provided for Friday Prayer plus Lunch break. This duration only

eligible for Morning Shift Muslim staff only. 5. Maximum of 1 hour being provided for Afternoon Shift staff and they required to report 1 hour earlier to

cover the prayer time.

6. Daily Prayer Time for Muslim staff as per below:-

Prayer Type Time Duration Zuhur 1:20 pm – 4:00 pm

Asar 4:30 pm – 7:00 pm

Maghrib 7:15 pm – 8:30 pm

15 minutes

7. This allowance is given only for those performing the obligatory Muslim prayer. 8. Outlet heads to ensure the outlet operations are adequately manned during those times. 9. Punctuality in reporting back on time to resume duties is also be taken into account in fulfilling the

PAA/NMLA requirements.

10. Any staff found abusing this allowance would be subject to disciplinary measures.

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SAMPLE OF KEY PERFORMANCE INDEX FORM

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SAMPLE OF STAFF PERFORMANCE (NON-SUPERVISORY) APPRAISAL FORM PAGE 1

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STAFF PERFORMANCE (NON-SUPERVISORY) APPRAISAL FORM PAGE 2

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STAFF PERFORMANCE (SUPERVISORY) APPRAISAL FORM PAGE 1

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LEAVE GUIDELINES ANNUAL LEAVE Annual Leave(AL) Entitlement Non-Executive

1. After 1 year – 12 days 2. After 5 years – 16 days 3. After 10 years – 18 days

Executive

1. After 1 year – 14 days 2. After 5 years – 18 days 3. After 10 years – 20 days

Manager & Designated staff 1. After 1 year – 18 days 2. After 5 years – 22 days 3. After 10 years – 24 days 4. Completion of 12 Months’ of Continuous Service e.g.;

a. Leave Earned last year can only be taken the following year e.g. (Earned 2004 – Take 2005) b. Probation and Confirmed Staff working LESS than a year NOT eligible to take any AL

5. Unutilized AL by end of each calendar year shall be forfeited unless specified otherwise a. Make use of the AL Chart given to monitor staffs’ AL b. Any AL if allowed to be brought forward to the following year, only upon recommendation by

Area Head with good supportive reasons and approved by Management

REST DAY

1. Staff to be scheduled accordingly into the Duty Roster 2. R1 is recommended to be taken or replace if asked to come back to work.

a. Should be rescheduled back (if working) immediately into duty roster and indicated on Time Sheet or Punch Card as “replacement of R1(RR1) on which date” (reason for both month’s duty roster to be submitted)

b. R1 Overtime (OT) can be any number of hours x 1.5 times 3. R2 can be replaced or paid if asked to come back to work

a. Should be rescheduled back (if working) immediately into duty roster and indicated on Time Sheet or Punch Card as “replacement of R2 (RR2) on which date”

b. R2 OT is either 4.25 (1/2 day) hours or 8.5 (full day) x 1.0 times PUBLIC HOLIDAYS(PH)

1. All PHs are to be scheduled into duty roster on the SAME month accordingly if possible (enclose leave form)

2. Reschedule the replacement of PH by the following month to avoid over accumulation of PHs 3. Make use of the Annual Leave Chart to monitor staffs’ PH replacement 4. The type of PH will vary from state to state 5. All PHs are replaceable except for 4 compulsory Paid PHs

o Federal Territory Day o Labour Day o Agong’s Birthday o National Day

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SAMPLE OF LEAVE FORM (FRONT PAGE)

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Sample of Leave Form (Back Page)

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SAMPLE OF MATERNITY LEAVE FORM PAGE 1

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SAMPLE OF MATERNITY LEAVE FORM PAGE 2

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SAMPLE OF ANNUAL LEAVE RECORD

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SAMPLE OF MEDICAL LEAVE RECORD

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SAMPLE OF DENTAL CLAIM FORM

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HR Setup for Outlet’s Operations: Disciplinary

Matters

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Disciplinary Guidelines

1. Contract of Employment

A. Employee Must be Present for Work otherwise termed as Breach of Contract B. Employee has No Right not to come to work without Permission C. Employee Willing to work Loyally & Honestly D. It is The Next Most Important CONTRACT after Marriage Contract

2. Objectives :

A. To refresh and provide the basic guidance on handling and implementing discipline at work. B. To reinforce the importance of initiating disciplinary measures to ensure that all employees should be treated

fairly C. To achieved harmony in the workplace.

3. Discipline @ Work:

“Relates to the action taken by the management against an individual or group who has failed to conform or implement the rules and norms established by the management to achieve the objectives and goals”

4. Why do we need discipline at work?

A. Fair and competent B. To increase productivity and efficiency C. To reduce complacency, deviant behavior, breakdown in procedures and losses.

5. Steps to handle ‘Established Misconduct’

A. 1st Time – counsel and advice on the mistake or failure to perform the duties.

I. Counseling session is to determine the reasons or source of the failure � Absenteeism, lateness, non-compliance etc? � Inform staff of the consequences

� Discuss on initial work commitment � Inform on non-eligibility to Incentives � Negative record in file – Will affect Confirmation/VAPP & Increment � Severe Disciplinary including Dismissal

� This first step can also be substituted with the verbal but recorded form, ‘Record of Misconduct’ if the misconduct is inexcusable! Refer to point #2

B. 2nd time repeat – issue verbal but recorded form. I. Fill in the verbal but recorded form, ‘Record of Misconduct’

II. Ensure the staff signs, indicate full name and date. III. The misconduct must be stated clearly, when, where, what happen, commitment by staff to improve and

advice by superior to staff accordingly. IV. If absenteeism is involved, staff may be subject to deduction of salary as absent

C. 3rd Time Repeat – issues ‘show cause’ letter or get staff to explain immediately in writing I. Inform & get advice from HR if required II. Letter must state clearly the misconduct, when, where, what happen etc. III. The staff must reply within one week from date of letter of ‘show cause’ unless explanation letter can be

obtained immediately IV. The deadline must be stated on the letter of ‘show cause’ and the staff must acknowledge receipt on it by

signing, stating full name and date on the duplicate. V. Upon establishing explanation is not acceptable, recommend on letter accordingly’

� HR to proceed to issue a ‘letter of reminder’ � This 3

rd step can also be substituted with the ‘letter of warning’ if the misconduct is inexcusable!

Refer to point #4 VI. If absenteeism is involved, staff may be subject to deduction of salary as absent VII. If the misconduct is under Section 15(2)* First 2 steps is not required. A termination letter will be justified,

if there is clear breach of the contract.

D. 4th Time Repeat– repeat step #3 with the ‘letter of warning’

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E. 5th Time Repeat - issue a show cause letter, per above point #3

I. Letter must state clearly the misconduct, when, where, what happen. II. The staff must reply within one week from your letter of ‘show cause’ unless explanation letter can be

obtained immediately III. The deadline must be stated on the letter of ‘show cause’ and the staff must acknowledge receipt on it by

signing, stating full name and date on the duplicate IV. Upon establishing explanation is not satisfactory or the staff denies the allegations:-

� Inform & get advice from HR if required to proceed to issue a suspension letter (max. 2 weeks

with half pay) � HR to proceed into an Investigating Officer to investigate into the misconduct/s to collate

evidence. 'Refer to Guideline on ‘Fact Finding Inquiry…’ � If evidence of the guilt found, Domestic Inquiry (DI) must be held � Proceed to issue ‘Notice of Inquiry’ letter with the charge � The time, date and details of the DI should be stated. � The staff to acknowledge receipt on the duplicate copy stating full name and date of receipt.

6. Points to Note on Staff with Misconduct

A. DO NOT CONFIRM if due for confirmation I. Take all necessary actions in writing II. Recommend for either extension or non-confirmation

B. If NOT due for confirmation or a confirmed staff, proceed to Domestic Inquiry (DI)

C. NEVER Ask Staff To Resign!

D. If staff suspected of Dishonesty I. Ensure there is Proof of the Dishonest Act II. Get Investigating team – 'Refer to Guideline on ‘Fact Finding Inquiry…’

III. Bring staff into a private area for questioning IV. Upon his admittance, get written confession

� What offence? � When & How was it done? � How much cash is involved

V. Fax the confession letter with recommendation with signature and date to HR for further action

7. Condonation

“Condonation is that an employer, who continues to keep an employee in employment with full knowledge that the employee has committed a breach of duty, condones the breach and such waiver or permission prevents the

employer from later punishing the employee for it.”

A. Punishment of offenders should be done with the least possible delay. B. The employer is deemed to have waived his right to punish the employee for the misconduct if there is

unreasonable delay in taking action against the employee. He is reported to have condoned the offence. C. If the employer takes time to investigate, that will not amount to condonation. The onus is for the claimant/staff

to prove the condonation. D. There is an allowance that if the employee does it again at another time, disciplinary actions can be taken for

this repeated offence (unless again condonation by delaying)

8. Steps to handle Unfounded Misconduct

A. If letter of explanation is acceptable, replace with AL/PH/UL B. Upon suspension, if staff found innocent, the salary will be restored full basic salary for the period that the

staff was suspended

9. List of Misconduct

A. Minor

I. Poor attendance/timekeeping II. Unreasonable absenteeism III. Poor work performance IV. Carelessness/negligence’ V. Refusal to obey reasonable instructions VI. Behavior which is likely to disrupt working relationship or relationships with client VII. Failure to observe Health and Safety requirements

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B. Major

I. Theft II. Fraud III. Assault on colleague or client IV. Gross negligence V. Serious disregard of Health and Safety requirements VI. Sex or race discrimination VII. Conduct prejudicial to the company’s reputation VIII. Sexual harassment

10. Guidelines on Fact-Finding ‘inquiry’ or Preliminary Inquiry’ by Investigating Officer

A. Investigating Officer/s must be dedicated, intelligent and industrious. An attitude of ‘could not-care-less’ Must Not be tolerated.

B. Investigation must be thorough, in-depth, logical, methodical, clear and decisive. No stones must be left unturned.

C. This is a Fact-Finding ‘Inquiry’ or Preliminary Inquiry’ to establish whether there is a case against the staff concern on the misconduct/offence or to ascertain whether there is any ‘prima facie’ case justifying disciplinary proceedings

D. Inquiry should be conducted by officer/s Not associated to the case or have knowledge of the misconduct/offence committed

E. Interview the complainant if there is one/ other staff who may be involved or witness to/ the accused: I. Record all staff concern statement/s & duly signed

F. When interviewing the accused, the recorded explanation should be given voluntarily. I. No inducement, threat or promise of benefits should be made II. Note that confession under duress will not be accepted as evidence

G. After investigating the misconduct/offence as thoroughly as time permits, recommend whether the misconduct/offence is Minor or Major based on the findings, if : I. Unjustified or false, then the case should be closed and staff to be restored full basic salary for the

period he was suspended II. Justified, then recommend as follows:

� Minor Misconduct & Punishment as follows: � Verbal Warning � Written Warning

� Major Misconduct - Proceed to ‘Domestic Inquiry’ & Punishment after DI: � Suspension without pay for a maximum period of 1 week � Demotion with or without reduction in salary � Dismissal without notice � Withhold increment up to 1 year

H. A report on the outcome of the investigation and recommendation to be concluded in writing duly signed by the Investigating Officer/s

Note: If the investigation cannot be completed within 2 weeks from the date of suspension for good reasons,

the accused will continue to be suspended with Full Pay until an appropriate decision made or punishment awarded.

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SAMPLE OF ABSENTEEISM & RESIGNATION NOTIFICATION FORM

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SAMPLE OF RECORD OF MISCONDUCT

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SAMPLE OF SHOW CAUSE LETTER

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SAMPLE OF REMINDER LETTER

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SAMPLE OF WARNING LETTER

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SAMPLE OF FINAL WARNING LETTER

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SALARY DEDUCTION FORM

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EXIT INTERVIEW FORM