Performance improvement plan
Company: Brightwater Analytics
Employee: Tomás Ruiz
Job title: Support Specialist
Manager: Leila Haddad
Plan period: 1 March 2027 to 30 April 2027
The purpose of this plan is to help Tomás Ruiz reach the standard needed in the job. It sets out what is expected, what support is given and how progress will be reviewed.
1. The concern
In the last three months, 11 of 40 support tickets were closed after the 48 hour target, and two customers complained about missed replies.
2. The standard expected
Reply to every ticket within 24 hours and close 90 percent of tickets within 48 hours.
3. Goals and dates
By 1 April: 80 percent of tickets closed within 48 hours.
By 30 April: 90 percent within 48 hours and no missed replies.
4. Support we will give
Two training sessions on the ticket system
A weekly 30 minute coaching meeting
A buddy for difficult cases
5. Review meetings
We will meet Every Monday at 10:00 for 30 minutes. After each meeting the manager writes down what was discussed and gives a copy to the employee.
6. What the employee is asked to do
- Work towards the goals above and tell the manager early about any obstacle.
- Come to the review meetings and say what help is needed.
- Say if something outside work affects performance, so that we can see what support is possible.
7. What happens at the end
If the goals are met, the plan ends and normal reviews continue. If they are not, we will meet to decide the next step, which can include an extension or further action under the contract.
Agreement
Both people have read this plan and had the chance to comment. The employee's signature shows that it has been discussed, not that they agree with every point.
Employee comments: ____________________________________________
Manager: ______________ Date: ______________
Employee: ______________ Date: ______________