History

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 and Mission

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

Quezon City IT Operations Structure

Company Rules and Policies

Code of Discipline Table of Contents
1. Aim, Accountability and Definition of Terms
2. Disciplinary Procedures
o
o
o
o
o
o

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

o
o
o
o
o
o
o

Offense Against PRODUCTIVITY

Offense Against INTEGRITY
Offense Against CUSTOMER and PROPERTY
Offense Against CONDUCT and DECORUM
Offense Against INFORMATION SECURITY
Offense Against PHYSICAL SECURITY
Offense Against SANITATION, SAFETY and HEALTH

PH Security Policy: Effective September 1, 2009

Read and understand the security violations and applicable sanctions.
It has been observed that week by week, the number of reported security infractions have
increased, thus putting the company at risk with its clients as we fail to consistently uphold our
commitment of being compliant with the set PCI standards.
We partner with our clients and help them grow their business. It is therefore the thrust of the
company to ensure that we maintain the working relationship by protecting their client/customer
information. Further, employees need to adhere to all security policies due to the following:

Increased reported incidents of fraud

Customer information / data is compromised

Potential loss of customers / clients

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

Sending trivial/personal messages (i.e. "Spam", e-mail group),

Security

unsolicited junk mail, "for profit" messages or chain

letters; subscribing to non-business related e-mail groups and

internet newsletters
Sending emails with non-business related attachments that are

not pornographic or illegal

Failure to undergo/complete/comply with the required Security,

Education, Training and Awareness (SETA) module.

Use of the Internet for non-business related "chat" or opening

unauthorized websites or those not defined by the program or

department, unless pornographic in nature
Use of unauthorized diskettes and other storage devices,
unauthorized installation of any type of computer games and/or

applications, unauthorized software and programs, including those

that have been bundled with and included in the Operating
Systems package
Importing, downloading, copying or forwarding non-text file,

including e-mail attachments, applications, utilities, images, music

and pages from the internet and/or through unauthorized diskette
or other electronic media, onto one's system unless business
related
Bringing out of company premises any hard printed documents
related to the client program.

Disclosure of personal and/or client log-on ID or password to

another individual

Using or attempting to use somebody else's computer and/or

network account, ID's and password without authorization

Tampering with set-up and/or configurations of computer systems

(e.g. autoexec.bat, config.sys, windows desktop configurations,

client program configurations and other related computer set-ups,
and security systems)
Information hacking and/or unauthorized copying, creating,

renaming, modification, deletion, or access of any company or

client system, data, directory, files, utilities and other software
application programs
Unauthorized removing, copying or reproducing, taking or

destroying official company records or files that contain classified

information
Divulging, releasing and/or selling company or client's information
systems, network configurations, proprietary software or

databases, and other related items in an unauthorized manner

Any act that results into the introduction of viruses, hostile and

malicious codes with the intent of disrupting the company's

computer systems
Impersonating another person when using e-mail or amending
messages received

Carrying out any fraudulent transaction using company computer

or systems data done whether in or outside of the Company's

network
A direct or willful disregard to violate system security policy,

including but not limited to using a proxy server to bypass

restriction.
Offense
Against

Fighting or quarrelling during official company time or on company

premises

Conduct
and

Inflicting physical harm or injury to a co-worker

Causing, creating or participating in a disruption of any kind during

Decorum

working hours; or inciting work stoppage

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, where the said violation
constitutes a serious breach of security which imminently places
the company and/or its clients in grave danger.
Physical

Failure to wear, improper use of, or tampering with the company-

Security

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.)

Bringing in unnecessary personal belongings (e.g. handbags,

writing materials, personal grooming kits etc.) into

prohibited/restricted areas
Not closing the locked entrances to the restricted areas (call
center areas, high security areas, IDF/MDF rooms, etc.) upon

entry, thus exposing it to unnecessary security risk.

Failure to lock workstation or laptops when leaving the work area

or logging off at the end of the shift.

Failure to badge in every time an employee enters a door with

badge reader / tailgating.

Failure of host employee to escort visitors or special services

personnel (where applicable) or failure to sign in guests/visitors

before entering company premises.
Failure to observe CLEAR DESK POLICY

Not returning temporary badges within the period required by the

ID Badge Policy.
Bringing and using of mobile phones and other unauthorized

recordable gadgets while in restricted areas (ex: call center floor)

or while traversing the call center floor.
Unauthorized access or entry to restricted areas (e.g.
management's files, offices, computers, fire exits, IDF/MDF

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.

Using unauthorized diskettes, installing unauthorized computer

application software and programs

Bringing in of deadly weapons, i.e., guns, knives with blades of at

least three (3) inches, ice picks, materials used to make an

improvised explosive device, etc.
Tampering with another employee's locker.

Lending or borrowing ID badges of another employee and using it

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

First Written Warning

Six months

1st offense

Stern Written Warning

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.

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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.

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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.

Step 2: Investigation, Inquiry and Validation

2.1 If deemed necessary, the manager or the FLS shall conduct a formal and deeper
investigation, upon receiving the response of the employee to the formal charge or when the time
prescribed for the employee to respond has lapsed.
2.2 Whenever possible and in the interest of fairness, the investigation shall proceed as follows:
1) interview of the employee;
2) interview/ask anyone involved or who may have knowledge of anything related to the case;
3) allow the employee to bring forth additional evidences and his witnesses, if he so desires.
2.3 In Level 3 offenses or cases of sexual harassment, the case may be submitted to a
Committee on Decorum and Discipline, to be convened by the Director of Corporate Human
Resources to conduct the investigation and recommend corrective actions. (See portion on
Committee on Decorum and Discipline).
2.4 All investigations shall be put in writing and will be part of the case record.

Step 3: Review prior to Decision

3.1 Site Human Resources shall be consulted for all types and levels of infractions to determine if
employee has previous violations on record.
3.2 In investigating and deciding on a case, the following factors should serve as guide to the FLS
in determining if he should meet a penalty that is higher or lower than that provided in this Code:
(1) Gravity or impact of the offense on the organization,

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(2) Impact on the client;

(3) Extent of the damage or injury caused by the employee's action;
(4) Employee's past disciplinary record (if any),
(5) Performance record,
(6) Other circumstances that may mitigate or aggravate the offense.
3.3 Upon evaluation of the disciplinary case, the FLS shall accomplish the CARE form, stipulating
the findings and the recommended penalty.
3.4 For CARE forms involving sanctions for 2nd or 3rd offenses, they shall be endorsed to Human
Resources for concurrence and/or approval, together with copy (ies) of previously served CARE
Forms for the same offense.
3.5 Prior to serving the CARE Form, this shall be routed to the following:

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

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Site Director
Dismissal

Immediate Superior
Department Manager
Site HR Manager
Site Director
HR Director / VP - Human Resources

Step 4: Enforcing the Corrective Action

4.1 Whenever possible, thorough discussion about the offense must first happen between the
FLS and the employee prior to serving the corrective action.
4.2 The corrective action must be served by the FLS not beyond two (2) days upon approval.
4.3 In serving the penalty / corrective action, and whenever possible, the FLS shall ask the
employee to acknowledge and sign the CARE form.
4.4 Should the employee refuse to sign, the FLS shall not be hindered from serving the same, as
the employee's refusal to sign does not invalidate the penalty. FLS shall merely give him a copy
of the resolution and note on the CARE copy that employee "refused to sign."
4.5 Dismissals are effective immediately after due process.
4.6 The sanction shall still be made to take effect immediately upon serving of the CARE form,
even if a Motion for Reconsideration is filed. If the decision is reversed, everything due the
terminated employee will be restored.

Step 5: Motion for Reconsideration/Appeal

5.1 Only penalties that involve interruption of the employee's right to an income may be appealed.
As such, warnings are considered final and executory.
5.2 If an employee does not agree with the decision, he may appeal the case within three days
upon receiving the CARE form.
5.3 A motion for reconsideration may be filed for any of the following reasons:
(1) to present new evidence;

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.

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Dismissal From Employment and Preventive

Suspension
Dismissal from employment
Dismissal is an involuntary form of separation carried out by the company, due to just cause, i.e.
the employee's breach of the Company's Code of Discipline or for grounds provided in the
Philippine Labor Code (Article 282):
(1) Serious misconduct or willful disobedience by the employee of the lawful orders of his
employer or representative in connection with his work;
(2) Gross and habitual neglect by the employee of his duties;
(3) Fraud or willful breach by the employee of the trust reposed in him by his employer or duly
authorized representative
(4) Commission of a crime or offense by the employee against the person of his employer or any
immediate member of his family or his duly authorized representatives.
(5) Other causes analogous to the above.
Stream may also terminate the services of an employee who has been found to be suffering from
a disease or sickness and whose continued employment is prohibited by law or is prejudicial to
his health as well to the health of his co-employees. Such cases warrant the presentation of
medical documents from a Public Health Officer.

The Committee on Decorum and Discipline

The Committee on Decorum and Discipline is a special committee created and convened as
needed by the Director of Corporate Human Resources for cases leading to the termination of an
employee. The power of the committee is recommendatory in nature.
The Committee will be convened on "as needed" basis. Should there be preponderance of
evidence and these do not sufficiently establish either an employee's guilt or innocence, the
Director of Corporate Human Resources or designate may call for the formation of the
Committee to conduct thorough inquiry. The committee shall consist of the following:

Operations Manager / Shift Manager

Site Director

Site HR Representative

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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.

Reporting and Investigating an Incident or an

Infraction
Great care must be taken in the investigation of suspected improprieties or wrongdoings so as to
avoid mistaken accusations or alerting suspected individuals that an investigation is under way.
Procedure in Reporting Fraud Cases

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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 Disciplinary Procedure for Those Involving

Fraud
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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

A non-conformance which A serious offense which,

Normally a breach that

is considered minor that

merits a warning at first

depending on the impact,

merits a final warning at

merits dismissal at first

instance

occurrence

first occurrence or after

several commissions of a
similar offense.

Impact on the business and Has no detrimental impact Causes delay in

Disrupts continuity of work/

the organization

operations and has

incurred actual losses for

on the business as these

may be considered light

operations, mars
productivity and possible

misdemeanors. It does not loss in opportunities and

significantly mar the
revenue. It also seriously

the Company; and mars

the public perception of the

effectiveness of the team, compromises team

but in some way affects
effectiveness and

company, which may even

cause Stream to lose its

professionalism and
company image.

relationships, and therefore client(s).

may result in the team not
being able to complete an
assigned project or task,
attain its specific
objectives, or lead to
dissatisfaction of the
customer with the service
rendered.

Security

Minimal impact to client,

customer, company and
employee security, but
compromises Stream's
ability to observe strict
compliance to security
policies.

Integrity

Action that has high

A critical offense that has
potential of compromising compromised the safety of
the security of customers, customer information, the
client, Stream and other
integrity of client and/or
employees.

Stream systems, and the

security of other Stream
employees.

does not involve a question

puts a strong and serious

of integrity

doubt on the offender's

19

integrity and
professionalism

Safety & Orderliness

does not hurt any person

pose a real safety hazard

physically but contributes to and creates a possible

disorderliness in the
occasion for injury.

a breach or violation that

results in physical harm

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.

Company Policy on Sexual Harassment

For the purpose of the prosecution and resolution of, and imposition of sanctions in, sexual
harassment cases, the company hereby adopts by reference the provisions of the Sexual
Harassment Act of 1995 (Republic Act No. 7877) and its implementing rules, as the same may
be amended from time to time. Copy of the provisions of the Sexual Harassment Act of 1995
(Republic Act No. 7877) and its implementing rules may be obtained from the HR Department.
This is without prejudice to any rule or regulation that the company may issue from time to time
on this matter.
Sexual harassment may be subtle and indirect or blatant or overt. This may be physical, verbal
or visual in nature, whether the employee is on or off duty. Forms of sexual harassment shall
include but not limited to the following:

Persistently telling dirty or filthy jokes to a co-employee who has indicated that it is
offensive;

Taunting a co-employee with constant talk of sex and sexual innuendos;

Displaying offensive pictures, MMS or publications in the workplace;

Asking a co-employee intimate questions on his/her sexual activities;

Making offensives hand or body gestures at a co-employee; staring or leering at a coemployee;

Making obscene phone calls to a co-employee during and outside work hours;

Pinching, unnecessarily brushing up against a co-employee's body;

Requesting for dates or favors for a job, favorable working conditions or assignment

Touching a co-employee in sensitive parts of his/her body, threats of a sexual nature

and actual sexual assault

20

Persistently inviting an employee after the employee has repeatedly declined or denied
the invitation

Other similar act analogous to the foregoing

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.

Company Policy on Drug Free Work Place

Stream is committed to providing its employees with a safe working environment. Further, the
Company shall promote the well-being and health of its employees. The Company prohibits the
use of illegal drugs.
Drug use and abuse represents a threat to the well-being of every employee and could cause
damage to the company's image and exposes it to risks and liability.
Every employee is expected to come to work free from the influence of drugs. Stream will not
tolerate any involvement with drugs which adversely affect the workplace and the work
environment or put at risk the safety of employees, the public, equipment owned by the company
or the company's good standing in the community
Under the guidelines of Department of Labor and Employment Order no. 53-03 , in
support of Republic Act No. 9165(Dangerous Drugs Act of 2002), Stream is
instituting this Drug Free Workplace Policy.

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

A. Random Drug Test

a) An unannounced drug screening test shall be conducted at schedules to be determined by
management.
The tests shall be conducted by a Department of Health accredited Class A drug screening center
or laboratory, which shall also take charge of gathering specimen from the employees.
b) The collection of samples shall be done within company premises to ensure that employees
are not exposed to hazards or any inconvenience beyond what is reasonably needed to complete
the process.
c) Drug testing includes Screening and Confirmatory test. Confirmatory test is only applied when
an employee turns positive in the Screening.
d) Selection of employee for the Screening shall be done randomly. All employees, including
officers and managers, selected to undergo drug screening must submit themselves to such test.
e) Failure or refusal to do so shall be construed as willful disobedience and shall be just cause for
dismissal, as provided for in Art. 282 of the Labor Code.

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.

B. Suspicion Drug Test

The company reserves the right to require an employee to undergo drug testing if he shows
probable cause, such as the following:

Involvement in violent physical confrontation and/or giving grave threats (with incident
report)

Involvement in work-related accidents or near-miss accidents (with incident report)

Habitual Absenteeism (to be determined by Assessment Committee)

Observed unusual/abnormal behavior;

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:

Corporate Employee Relations

Site HR

Company Retainer Physician or Nurse or any accredited physician

Security Officer

Manager of the Program/Department of the Offender.

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.

C. REPORTING AND ADDITIONAL RESPONSIBILITIES

1. Any employee who witnesses a co-employee in possession of or is using illegal drugs or is
involved in any incident that may be drug related shall submit a written account through an
incident report to the manager of the department of the employee involved. In addition, he may
seek the help of the guard on duty and any superior on duty in identifying and/or reporting the
persons witnessed.
2. Any superior, whose subordinate is caught in possession of drugs or drug paraphernalia or
even receives from his subordinate an admission that he is a drug user, shall not send the
employee home right after the incident or discovery. He shall question and probe the employee in
private and confiscate the item(s) in front of a witness, and as much as possible a member of the
assessment team. The first level superior must either have the employee respond to a CITE form
immediately or have the witness take notes or minutes of the inquiry and make the employee sign
right after to certify accuracy and truth of his statements. Any discussion must be confidential.
3. Incidents shall be reported immediately to the Assessment Team.
4. RIGHT OF THE EMPLOYEE FOUND POSITIVE.
The employee shall have the right to know of the result of his drug screening.
a) The company shall authorize the immediate conduct of a confirmatory test, should any
employee's specimen be found positive with drugs in the first drug screening.
b) An employee found under the influence of drugs, as ascertained by a confirmatory drug test,
shall not be permitted to work.
i. First time offenders shall be referred to the Dangerous Drug's Board for further assessment
ii. Second time offenders shall be dismissed from employment.

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.

Levels and Sanctions for Offenses

OFFENSE LEVEL

CORRECTIVE ACTION

PRESCRIPTIVE
PERIOD

LEVEL 1
1st Offense

First Written Warning

6 months

Final Written Warning

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.

Offense Against PRODUCTIVITY

OFFENSE AGAINST PRODUCTIVITY
A.

Level

Abuse of personal privilege (over breaks, frequent breaks, making or excessively

accepting phone calls, of more than three minutes in duration during working hours,

except in cases of emergency or extreme circumstances)

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.

Sleeping while on duty

Simple negligence or light omissions of tasks or duty.

Neglect of duty (lapses in the practice of diligence in the performance of duties &

responsibilities; may lead to a grave offense if gross and done habitually)

Slack time on the job

28

Abandonment of post: Leaving work without obtaining permission for any reason

during normal duty hours.

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'

quality commitments of direct reports.

Failure of a Leader to comply with performance discussions and documentation

commitments.

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

Poor performance: Gross Inefficiency or poor quality of work in two consecutive

review periods as documented through periodic appraisals, or through established
reasonable standards set. (May include but not limited to probationary period,

29

regular quarter, PIP period and the like)

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

Other similar or analogous offenses to the foregoing

Offense Against INTEGRITY

B

Level

OFFENSE AGAINST INTEGRITY

Failure to submit on time necessary documents and update information pertaining

to the employee, i.e. address, telephone number, civil status

Failure to complete within specified time, pre-employment requirements, such as

submission of clearances, undergoing pre-employment medical and drug tests,

and other related requirements

Non-disclosure of personal or romantic relationships with suppliers and

competitors.

30

Undisclosed personal or romantic relationships with subordinates.

Accepting gifts, freebies and/or favors from suppliers, customers, clients or

company visitors without HR approval

Unauthorized acceptance, directly or indirectly, of any sum or money, bribe,

commission, offer, promise, and the like for personal gain or in consideration for
any act connected with the performance of the employee's duties.

Unauthorized solicitation of any items of value from company suppliers, clients,

customers, visitors for any purpose; (refer to policy on receiving gifts)

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

to borrowing money from, or lending money to, said third parties.

Offering bribes, kickbacks or anything of value for personal gain in the course of
the performance of one's job.

Unauthorized opening of company proprietary, confidential documents and/or

personal documents or property belonging to another employee, e.g. pay slips,

31

bills, personal mails, PAs, disciplinary action records;

Time padding (Misdeclaring true in/out time or overtime)

Gaining full time employment in another company while employed by Stream

(Moonlighting)

Tampering or manipulating of statistics, scores, records, equipment or software

Intentionally unrecording calls

Failure to disclose any real or potential conflict of interest to appropriate

management.

Engaging in a criminal act whether or not related to job performance, when filed in
court

DISHONESTY and/ or FRAUD. Any act, omission, or concealment, which involves

a breach of legal duty, trust, or confidence and/or is injurious to the employer or its

representative and/or in connection with the employee's work. This shall

constitute but is not limited to the following:
a. Falsification of employment records, employment information or company
records i.e. Certificate of Attendance, etc.
b. Deliberate concealment of facts or information, or giving false testimony in an

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

s. Other analogous circumstances

Publicly ascribing with malice a flaw or act of omission or circumstance, whether

real or imaginary, tending to discredit the company or client

SABOTAGE. (Willful acts which adversely affect the operations of the Company),
such as:

a. Spying or obtaining information from the organization confidential records or

inducing others to spy or obtain information for the purpose of discrediting the
organization and/or transmitting the same to others to the prejudice of the
Company.
b. Making false or malicious statements concerning the Company
c. Revealing or issuing, without authority, confidential information, data reports or
similar documents, such as training manuals, concerning operations or trade
secrets of the organization with third parties.

Handling calls in behalf of another agent without authorization

Cheating during examinations or quizzes

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:

Double employment (without consent or advice from the company)

Outside Business Interest (without consent or advice from the company)

34

Insider trading

Violations of anti-trust laws

Acts binding or in representation of the company without proper

authority or in excess of one's authority.

Acts prejudicial or bringing ill repute to the company, its name, officers,
duly authorized representatives, goodwill or operation

Maliciously making or spreading derogatory or false statements

regarding the good name of the company

Committing a fraudulent act or a breach of trust under any circumstances, per Art.

282 of the Labor Code

Other similar or analogous offenses to the foregoing.

Offense Against CUSTOMER and PROPERTY

C.

Level

OFFENSE AGAINST THE CUSTOMER

Unauthorized use of Aux

Inappropriate transferring of calls to the queue without intent to defraud, or tamper

statistics (e.g. transferring a call to the wrong queue or department or number)

Going back to the bottom of the queue without authorization

Giving of personal opinion / recommendations about the customer's product which

is detrimental to the company or client.

35

Showing disrespect to the customer, as evident in the employee's manner of

speaking (i.e. tone of voice, sarcasm, or choice of words)

Misrepresenting the company or oneself to the customer.

Releasing or dropping the call without following operational procedure

Burning of leads

Call or chat session avoidance including but not limited to:

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,

insulting, offensive and/or abusive.

Blatant misinformation

Accessing or inappropriately using an account that is not directly related to

supporting the needs of the Client, customer or business

Inappropriately using customer account information including but not limited to

billing information, password, email information, or account history.

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)

Other similar or analogous offenses to the foregoing.

Level
D.

OFFENSE AGAINST PROPERTY

Removing or borrowing Company property without prior authorization.

37

Failure to return on agreed or due date any borrowed item or equipment owned by

the company

Improper use of equipment or facilities (not resulting in damage to property)

Unauthorized use of company property, equipment, time, materials, or facilities

Vandalism

Failure to report the defect, damage or loss of company property as soon as

practicable

Intentional damage, destruction or loss of any Company property or the property

of any employee or client. (The person involved may also be made to pay for the

damage or loss of the item)

Theft of any Company property or the property of any employee or customer.

Embezzlement or using of company funds for any purpose other than intended.

Other similar or analogous offenses to the foregoing.

38

Offense Against CONDUCT and DECORUM

OFFENSE AGAINST CONDUCT AND DECORUM
Level

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

or inciting work stoppage

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

Other similar or analogous offenses to the foregoing.

42

Offense Against INFORMATION SECURITY

F.

OFFENSE AGAINST INFORMATION SECURITY

Sending trivial/personal messages (i.e. "Spam", e-mail group), unsolicited junk mail,

"for profit" messages or chain letters; subscribing to non-business related e-mail

groups and internet newsletters

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.

Failure to undergo/complete/comply with the required Security, Education, Training

and Awareness (SETA) module.

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:

Posting slanderous remarks about Stream and/or our clients.

Mentioning, and/or posting pictures exposing, Client names.

Violation of proprietary and client information and content, and

confidentiality.

Misrepresentation of the Company or its Clients through any Social Media

43

Sites.

Disclosure, sharing, copying or transmitting of personal and/or User IDs and/or client

log-on ID or password to another individual.

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.

Importing, downloading, copying or forwarding non-text file, including e-mail

attachments, applications, utilities, images, music and pages from the internet and/or

through unauthorized diskette or other electronic media, onto one's system unless
business related.

Tampering with set-up and/or configurations of computer systems (e.g. autoexec.bat,

config.sys, windows desktop configurations, client program configurations and other

related computer set-ups, and security systems)

Unauthorized installation and use of external hardware, paraphernalia, computer

accessories, and the like.

44

Unauthorized installation of computer application software and programs including

but not limited to computer games that are not bundled with the Operations Systems
Package

Information hacking and/or unauthorized copying, creating, renaming, modification,

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

the intent of disrupting the company's computer systems

A direct or willful disregard to violate system security policy, for example using a

proxy server to bypass restriction.

Use of profanity, inappropriate language, pornography, slanderous or misleading

contents using electronic or print media.

Carrying out any fraudulent transaction using company computer or systems data

done whether in or outside of the Company's network

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 removing, copying or reproducing, taking or destroying official company

records or files that contain classified information

Divulging, releasing and/or selling company or client's information systems, network

configurations, proprietary software or databases, and other related items in an

unauthorized manner

Unofficial use of IDD and NDD facilities. (Employees shall be required to pay for call
charges).

Other similar or analogous offenses to the foregoing.

Offense Against PHYSICAL SECURITY

F.

OFFENSE AGAINST PHYSICAL SECURITY

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.)

46

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

47

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

Other similar or analogous offenses to the foregoing.

48

Offense Against SANITATION & SAFETY and

HEALTH
G.

OFFENSE AGAINST SANITATION & SAFETY, AND HEALTH

Level
1

Contributing to or causing poor sanitary conditions and poor housekeeping.

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

Other similar or analogous offenses to the foregoing.

49

Vicinity Map

50

Flow of the Job in the Company

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

51

End User and IT End User Support), that interacts thru Altiris or service helpdesk
provided by the company.

People met in the Company

Having this chance to have proper internship helped in preparing for our
future endeavor, For what we have learned from the training, even the little
things, can be applied in the future. We are trained not only academically but
socially as well. Working the experts and staff is a big opportunity to observe how
the job is done properly. Aside from work experiences, this internship also allow
trainees to get acquainted with real professionals and to meet people having
different positions in the company. The following people who made our on-thejob-training possible and knowledgable.

Mr. Fred Felisario

Team Manager, IT Operations
52

Mr. Bob Binauan

Telecommunications

Mr. Harold Segarra

Computer Services Operator

Mr. Jerome Frio

Computer Services Operator

Mr. Andrew Santos

Jr. Computer Services Operator

Mr. Christian Lababo

Computer Services Operator

53

Sir Fred Felisario (IT Manager) with my co-trainees.

Nature of the Job of the Trainee
Purpose of post
1. To be trained to take same responsibilities as an IT End User support.
2. To contribute my knowledge and skills to a highly growing company wherein I
can further enhance my knowledge.
Key Areas
1. To work with various computer related task, support needed and requested.
2. To comply with all the organizations policies and procedures, with specific
reference to the Convergys Code of Business Conduct, at all times.
3. To attend training as required, and complete all the given assignments.
4. To work as a part of the IT staff.
5. To liaise with mentors, staffs and co-trainees.

54

Duties and Responsibilities

Trouble shoot computer system problem like hardware, software, network

or telephone system and offer solution to non IT end users

Assisting in replacing backup tapes for Server
Assisting in installing Cisco routers
Getting Extensions of Avaya Phones, Computer names and serial

numbers of PCs to update site terminal map through MS Excel

Imaging of computers
Unjoining and joining of computers in the domain
Replace computer peripherals like telephone system, cables, keyboard,

mouse, etc.
Inventory of system
Installing dual monitor and adding restriction to PC
Updating of anti-virus

55

Pictures of different machines operated

Computer stations at Convergys.

This is where the trainee mostly spend their time while on duty, Convergys
Corporation has an approximate total number of more than 250 computer
stations. These computers were either being assembled or troubleshot by the
trainee by unjoining/joining them in the domain. Also, these work stations serves
as guide to help the trainee to update the site map on the server by getting their
extension names and AVAYA phone numbers, the trainee also change their
hostnames for company policies.

56

Work station inside the IT Operations room.

The work stations inside the IT Operations room can be used by the trainee
provided that they have the authority to access the administration account in the
server. When using the work station, the trainee can access the Altiris, the
service help desk of the Convergys, it is where the reported problems (tickets) by
the non-IT end user sends their concerns. The trainee will open, the ticket and
offer solutions to the problem, once the problem was fixed, the ticket will be
closed. Mostly, the problems being encountered inside the company were,
replacing hardware computer peripherals, troubleshooting of computers,
updating of anti-virus, getting extension names for AVAYA phones, installing
drivers, and adding restrictions to computers.

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Assembling a system unit.

Testing of assembled system units with my co-trainees.

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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.

MDF Room with my co-trainees.

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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.

MDF Room with my co-trainees.

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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

All IT functions are taken back inhouse

IT Management and technical staff
has expertise in most areas
IT has gained significant experience
in managing complex projects
IT has knowledge and skills to
manage several different current
hardware and software platforms
Electronic messaging is
implemented and well received
Facilities are being upgraded
Strong work ethics
Improved communications between
IT and User groups
Improved communication and
collaboration between IT groups
OPPORTUNITIES
Training funds for Information
Services
Information technology best
practices

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Network infrastructure and

bandwidth to global locations is
insufficient
Global access to the full set of
resources is an issue
Cyber security is a concern for all
IT policies and procedures are not
properly disseminated or
implemented at global locations
No disaster recovery plans or
procedure
Small staff and limited resources to
support ever increasing information
technology needs
Reactive instead of proactive
Emergency communications is not
pervasive enough
THREATS
The challenge of balancing the
technology capacity with rapidly
rising expectations
Growing competition and lower

Funding to build core services and

infrastructure as well as datacenter
functionality and increase reliability
Employees identified opportunities
for improving efficiency and
reducing costs through economies
of scale, collaboration and cloud
computing.
Expansion of wireless network
access as an opportunity

profitability
Several applications providing the
same functionality duplicated
through the county
Resistance to change
Risk of not attracting and retaining
IT staff.

SWOT analysis is a strategic planning method used to evaluate the strengths,

weaknesses, opportunities, and threats involved in a project, personal affairs or
in a business venture.
Self-analysis is one of the most complicated things to do but plays a very
significant part in our personal progress. The person skills SWOT analysis helps
me to identify my strengths, weakness, opportunities and threats and is
illustrated in the diagram below.

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

Lack of work experience

Lack of self confidence,
indecisiveness, and shyness.
Lack of specific job knowledge
Lack of financial support
Procrastination

THREATS
Competition from my legion of

will create more jobs (e.g., growth,

globalization, technological
advances).
Opportunities for professional
development in my field.

college graduates
Obstacles in my way (e.g., lack of
the advanced education, training
that I need to take advantage of
opportunities).

Suggestions and Recommendations

This section provides the insights of the trainee towards on how the on-the-job
training incorporated to the Information technology program and the academe will
be provided/enhanced, alternative solutions to have a better company
management and advice to the next student-trainees who will conduct work site
training at the same company.
A. For the Company
Potential of the Company as a Training Ground
The Convergys Corporation is a good training ground for all outgoing trainees.
The employees of the company treated the trainee as their co-workers. The
company can give the trainee a good experience and additional knowledge and
skills of how to be an employee in a corporate world.

Availability and Appropriateness of Facilities, Equipment, Tools and

Machinery

The availability and appropriateness of the facilities, equipment, tools and

machinery are all suitable for the work of the student trainee. The company is
equipped with appropriate facilities, however it is limited and it made the work of

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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.

Company Personnel Cooperation

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.

B. For the Future Practicum

On-the-job training is indeed vital and necessary to students because the
program expands the students' knowledge and it helps the students to explore
their skills in the actual work area. The trainee can practice applying lessons
learned from the years of formal education and discovers that there are still more
to learn from the actual working field.
To the future trainee, review and understand well the past activities in various
subjects particularly the core subjects of the IT program. The knowledge acquired
from these subjects are all requisites towards on becoming a skilled trainee. Also,
you must always give your best, focus on your assigned work or tasks, be
honest, be diligent, be friendly, have some confidence, and most of all you must
know how to respect everyone in the company.

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C. For the Internship Program

The end of the training was good enough to acquire the skills and knowledge.
The company given work to the student trainee was appropriate to the trainee's
training time.
The school must provide a the good coordination for some companies that
offer an annual On-the-job training inside their company. The school should
provide more budgets given to the OJT coordinators for their best monitoring of
the training the students are taking.

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Lessons learned in OJT

On-the-job training really gives opportunities to trainee to prepare and
expose themselves to a chosen career path. The trainee can practice applying
the lessons learned from the years of formal education and discovers that there
are more to learn from the actual working field.
Working on Convergys Corporation gives me a lot of knowledge on how it is
to be in an IT industry. The tasks given was mostly about computer hardware
troubleshooting, some insights about network infrastructure, and how to use their
service help desk. The trainees were technically given actual problems that have
a main concern with the computer related subjects.
For my couple of moths at Convergys Corporation, I learned to be more
patient, disciplined, hardworking, and how communicate to others. I have
experience the flow of my chosen degree, I also developed more skills for my
personal growth as well.
Despite of many trials and hard works that I experienced in every minute
during my training, I realized that this practicum gave me a good insight and
learning for the future. In simple words, without this practicum, I wouldn't have
any foundation or background on how to work in corporate world, this practicum
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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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