These are the quality standards that we will be using when reviewing client complaints or other quality concerns. These criteria will allow us to determine whether a job meets our standards or does not. The standards are broken down by the type of job (regular typing job, proofread typing job or group conversation) and types of errors.

When calculating the error rate in a document, the number of errors is divided by the total number of words in the document.

For example, in a 100-word job with 5 misunderstood words, the error rate is 5 / 100 = 5%. This would not meet our quality standards.

If a document fails to meet the requirements in either column, the document does not meet our quality standards. In other words, a document with 0 procedural errors would not meet standards if there were client word list errors.

IMPORTANT:

If there is a management audit or if a client returns a job due to incorrect document formatting, or if there is any other quality issue that results in the job having to be retyped, reformatted or corrected, the document would automatically fail SpeakWrite quality standards.

Please note that although punctuation errors are not counted towards the error rate, this does not mean they are not important. Documents that are on the fence between meeting standards and failing to meet standards can be pushed in either direction based on the number of punctuation errors present. Additionally, jobs which receive complaints specifically about punctuation will not meet standards if the job does in fact have errors in those areas.

Regular Typing Jobs

<1% error rate in:	2% error rate in:	Not counted towards error rate: (unless referenced in a complaint)
Client instructions Client word list Using templates Blatant typos (picked up by SpellCheck) Using incorrect document formatting	Procedural errors, such as: Formatting Spelling/grammar Instructions to staff Content (misunderstood/missing/ added words) Additional errors not already mentioned (SpeakWrite word list, pagination, etc.)	Punctuation

<1% error rate in:

2% error rate in:

Not counted towards error rate:

(unless referenced in a complaint)

Client instructions
Client word list
Using templates
Blatant typos (picked up by SpellCheck)
Using incorrect document formatting

Procedural errors, such as:

Formatting
Spelling/grammar
Instructions to staff
Content (misunderstood/missing/ added words)

Additional errors not already mentioned (SpeakWrite word list, pagination, etc.)

Punctuation

Typing Jobs which go through Proofreaders

<1% error rate in:	1% error rate in:	Not counted towards error rate: (unless referenced in a complaint)
Client instructions Client word list Using templates Blatant typos (picked up by SpellCheck) Using incorrect document formatting	Procedural errors, such as: Formatting Spelling/grammar Instructions to staff Content (misunderstood/missing/added words) Additional errors not already mentioned (SpeakWrite word list, pagination, etc.)	Punctuation

<1% error rate in:

1% error rate in:

Not counted towards error rate:

(unless referenced in a complaint)

Client instructions
Client word list
Using templates
Blatant typos (picked up by SpellCheck)
Using incorrect document formatting

Procedural errors, such as:

Formatting
Spelling/grammar
Instructions to staff
Content (misunderstood/missing/added words)

Additional errors not already mentioned (SpeakWrite word list, pagination, etc.)

Punctuation

Group Conversations

In group conversations that go through multiple typists/PRs, each typist/PR will be evaluated based on their own portion of the document. If there is a client complaint, it will only count against you if your portion of the document does not meet these standards.

<1% error rate in: (Overall)	2% error rate in: (per typist who worked on the job)	Not counted towards error rate: (unless referenced in a complaint)
Client instructions Client word list Using templates Speaker labeling errors Blatant typos (picked up by SpellCheck)	Procedural errors, such as: Formatting Spelling/grammar Content (misunderstood/missing/added words) Additional errors not already mentioned (SpeakWrite word list, etc.)	Punctuation

<1% error rate in:

(Overall)

2% error rate in:

(per typist who worked on the job)

Not counted towards error rate:

(unless referenced in a complaint)

Client instructions
Client word list
Using templates
Speaker labeling errors
Blatant typos (picked up by SpellCheck)

Procedural errors, such as:

Formatting
Spelling/grammar
Content (misunderstood/missing/added words)

Additional errors not already mentioned (SpeakWrite word list, etc.)

Punctuation

Quality Warning Structure

We expect all typists to adhere to the standards above and consistently produce documents that meet or exceed them. If there is a client complaint or some other quality concern and management determines a job did not meet these quality standards, you will be advised via email and provided the following penalties:

1st Occurrence	Official Warning from SW Management
2nd Occurrence	Second Warning & Retraction of Pay
3rd Occurrence	Possible Suspension or Skill Development Courses Required at SW Management's Discretion
4th Occurrence	Termination

These warnings will be counted on a rolling 6-month basis. This means each time you get a warning, it will fall off your record after 6 months.

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