2.3.Bij brief van 18 maart 2019 heeft [betrokkene1] [verzoekende partij 1] onder meer als volgt bericht:
“With this letter I want to confirm our conversation about your performance of 6th of February 2019 to you.
To ensure the continued success of Nouryon it is essential that we have excellent people who are committed to our strategy. To achieve this, we need to create a performance-oriented culture and make sure that our employees can grow and develop within the company to the very best of their ability. Our P&DD and performance improvement plan processes facilitate this.
During the conversation, I explained that your performance is falling short of expectations and gave some examples of the areas that are causing concern. To summarize, these were:
The objectives have not been met in time in full.
Your performance on the objectives is falling short of expectations and needs improvement.
We would like to see a more pro-active approach in order to meet your objectives.
In many occasions we see that de following procedures in your day to day operations are not followed:
o
Frozen zone procedure.
o
Delegation of authority procedure
(signing of invoice cancellations, credit- and debit notes)
o
Pricing procedure
o
Mail follow up procedure
o
PO date & requested delivery date procedure
o
Delete deliveries from Transporeon
All these procedures have been in place for a long time already and are available on our Customer Service portal. They are discussed during our Customer Service team meetings and are brought under the attention by sending reminders. When we see irregularities, I have addressed them to you to prevent them from happening again. We expect that you know and follow these procedures. We expect you to act as a gate keeper when account managers are not following the procedures.
Not enough purchase orders have been processed by you.
To create a fair workload within the Customer Service team we measure the performance and order processing output for each individual Customer Service Representative (CSR). We would like to see a healthy balance in activities between our employees and therefore we compare certain KPI’s.
We (can) expect a certain amount of processed orders into the system per CSR. We make an honest comparison, which means the working hours and difficulty of the countries (road/sea) are taken into account. If we look at these figures we have notices that the purchase orders processed by you into the SAP system is approx. 40% lower than we could have expected.
During 2018 you did not act as a back-up, only a limited number of purchase orders (approx. 40 order lines) were processed for colleagues on the other hand other colleagues did process a lot of orders (approx. 400 order lines) for you. The 400 orders correspond to the 40% that we miss.
General requirements that need to be improved in your role as Customer Service Representative.
o
Need to deliver with the right sense of urgency and separate key issues from side issues.
o
Know when to act independently and know when to inform the team / manager.
o
Bring forward Information and opportunities for improvement to the team and / or manager.
o
Address/discuss issue with the relevant people.
o
Involve the right expertise and knowledge / manager when making a decision.
o
Focus on getting to the core matter faster: explaining a problem/situation clearly in a few sentences.
o
Structure your time so you can focus on your main tasks and responsibilities.
You partially agreed that you recognized these behaviors, but also expressed it’s a lot to take in.
We want to support you to reach an acceptable level of performance as quickly as possible. To do this, we want you to focus on the following improvement areas and actions.
Specific targets for improvement:
Meet the agreed objectives in time and full.
Get familiar with all procedures and act upon them accordingly at all times.
Become an all-round CSR (order to cash activities, incl. documents), act as a back-up.
Share and communicate with the right sense of urgency.
Involve the right expertise and knowledge/manager when making a decision.
Share opportunities for improvement.
Focus on getting to the core matter faster: explaining a problem/situation clearly in a few sentences.
Act as a Customer Service team member
To start with, we will focus on bringing you performance up to the standard of the CSR role in general. After we will need to align your activities to the activities corresponding to your salary grade.
Together with you, we will define the development actions or trainings that will benefit this process and your performance.
We will evaluate your performance for a period of 4 months, every three weeks. Our next meeting will be om 17th April (due to your upcoming holiday). Not meeting the performance standards may lead to termination of the employment contract. (…)”