Corrective Action Process
If reports of poor performance are received, we take prompt corrective action to respond to the situation. The following actions are taken.
Acting Immediately
Client input is sought immediately, to ensure that our clients’ concerns are dealt with in as short a time frame as possible. Consultants do not always perform according to expectations. If we have a consultant who is performing below standard, we let them know as soon as it occurs, and take corrective action, as necessary.
Obtaining Direct Feedback
Detailed feedback is sought from the clients, specifically from the consultants’ direct supervisors and peers. First-hand information is preferred, with as much detail as possible.
Assessment of Client Needs
With our clients’ assistance, we determine the best course of action. In some cases, the clients have an issue with one aspect of the performance, but are satisfied in all other aspects, and prefer that the issue be resolved, and the consultant continue the contract. In other cases, the client prefers to replace the consultant.
Giving Specific Examples
We advise the consultant of what they need to do, and by when he or she needs to improve their performance. We attempt to give specific examples of poor performance, and solicit the consultant’s reasons for under-performance. The reasons for poor performance can significantly affect how we choose to resolve this matter.
Explaining Consequences
We clearly explain the consequences of continued under-performance. The discussions are documented in case the continuing poor performance leads us to replace the consultant. Poor performance is discussed and clearly noted in their personal file.
Replacing if Necessary
Should replacement of the consultants be required, we have many other consultants on file with similar qualifications. Communication with all our consultants is maintained regularly in order to keep our files current. These consultants would be made available to the Project Authority for approval.
Within 24 to 48 hours of notification, a back-up consultant of similar or higher qualifications can be made available to fill-in for the principals. This is a guarantee TAG HR gives to all of its clients upon confirmation of a contract.
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