WFS People Services Team | WFS People Services Team |
SOP-DE-WFS People Services- Warnings: Process of easy warnings | Number of Reviews: 3 |
Approvers: Ester Atweh | Date of Review: 03.06.2025 |
INTRODUCTION
The process of the warnings created by the Hub managers. The WFS People Services team handles various warnings including (but not limited to) lateness, not giving enough availability, leaving the workplace early, not wearing safety gear, late sick notes, and overrunning break time only for the Blue-collar employees (Riders, Ops Associates, Ops Associate Plus) and Shift leads and Hub managers (exemption are underperformance/misconduct). Other warnings (except for incorrect No-show warnings) are processed by the Hub People Ops team. The WFS People Services team does not process warnings for White collar employees.
Guidelines and Policies
The warning is a disciplinary measure under labor law.
The warning in the event of persistent and/or repeated or "serious" breaches of contractual obligations.
The WFS People Services team processes incorrect No-show warnings, lateness, not giving enough availability, leaving the workplace early, not wearing safety gear, late sick notes, and overrunning break time warnings only for the Blue-collar employees and White collar (exemption are underperformance/misconduct). The Hub People Ops team, underperformance, and heavy misconduct such as alcohol consumption by blue/white-collar employees is processed by the Hub People Ops.
The warning must always be in written/text form, it must contain specific information of misconduct ( eg., lateness, date, time when an employee started), it must call for improvement and announce any consequences in the event of recurrence.
Warning must be issued close to the time of the misconduct or when the employer becomes aware of the misconduct. The timeframe between breach of contractual obligations and warning issuing is one month.
Warnings are sent via ZenDesk. In case, the employee does not read the sent warning via ZenDesk, the Hub manager must be informed about it and they can give the employee a written warning and return it with the employee’s signature and signed date.
Only the Hub manager or Cluster lead can request a warning to be issued using ZenDesk. If a warning request comes via Slack or personal email, it cannot be processed.
When sending a warning to an employee, always CC the Hub Manager in the warning ticket.
Only once the warning is read/seen by the employee, it can be updated in the SAP.
If the employee did not receive/did not read the warning- it is not valid.
When working on warning tickets cross-check with the Hub Portal Tool to be sure the warning is not being duplicated for certain subjects.
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Useful Tools
ZenDesk
SAP
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Process Flowchart
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Description of Process (Step-by-Step)
1. Valid reasons to issue warning
Lateness
Leaving workplace early
Not wearing (safety) gear
Insufficient availability (150% of contractual hours)
Overrunning break times
Underperformance - Time At Customer, Riding Time to Hub, Riding Time to Customer, Post Delivery Issues, Preparation Time, Picking Time Per Order, Orders etc.
Refusal to work (employee does not follow tasks as instructed by manager)
Not self-assigning a bike (as a Rider)
No Sick Call
Late Sick Call
Post-Delivery Issues Rate
Not completing onboarding training
2. Warning process in ZenDesk
Hub manager opens warning ticket using ZenDesk.
The WFS People Services Specialist reviews the ticket and creates a warning ticket with the employee.
In a new ticket specialist must choose according warning reason and fill out the parts in bold.
HM warning ticket sample -
Employee warning ticket sample -
The new warning ticket to the employee is set as “Pending/ Awaiting employee reply”
The Hub manager’s ticket is solved using the macro “Warning Request Response” and an internal note left. Do not forget to CC the Hub manager in the warning ticket.
The warning ticket for an employee is left up to a maximum of 10 days on “Pending/ Awaiting employee reply”.
Once the employee reads the warning email, the WFS People Services specialist will update the SAP profile with the warning details. After SAP is updated with a warning, the ticket will be solved with an internal note.
If the employee did not read the warning email in 10 days, the WFS People Services specialist will inform the Hub manager that the employee did not read the warning and it is not valid. In case the Hub manager to proceed with the warning, they need to print it out, give to the employee to sign with the date, and return a scanned copy to the People Services team. Only once it is done, we can update the SAP profile with the warning details.
Scribe how to process lateness warning ticket.
Scribe how to process late submitted sick note warning ticket.
3. How to update warnings in SAP
The employee’s SAP can be updated only after the employee has seen/read a warning email.To track if the email was seen, the WFS People Services specialist must have access to the “Time Tracking” in the ZenDesk.
The warning can be added or edited in the “Disciplinary measures” field in the “Employment information” section. Depending on the warning reason, you need to select the appropriate one. Do not forget always to select when the written warning was sent and include the ZenDesk ticket number in the comments section.
Below you will find the warning reasons:
Lateness (02)
Insufficient availabilities (35)
Not wearing (safety) gear (36)
Overrunning break times (34)
Leave Workspace early (23)
Late Sick Note (13)
Late Sick Call (90)
Not compliance in appearance/company clothing (25)
Not locking of vehicle or parking incorrectly (26)
Refusal to work (06)
Underperformance (32)
Violations of company rules and regulations (10)
Absence from mandatory training (31)
4. How to withdraw warnings in SAP
The warning in SAP can be withdrawn if requested/ escalated by the Hub manager directly to us. To withdraw a warning in SAP, the existing warning can be deleted.
Scribe how to delete warnings in SAP.Automatically issued warnings
Starting 06.06.2024 the lateness (>7 minutes) warnings are issued automatically.
Hub managers should not request manual warnings for lateness unless the employee was late to shift before 05.06.2024.
Always cross-check the looker dashboard before issuing warnings as we cannot issue two warnings for the same lateness.
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Macros and Magical Shortcuts
Macros to be used in ZenDesk for Hub Manager:
“Warning Request Response” - warning confirmation.
“Unseen Warning Reminder” - if an employee did not read the warning in 10 days, we inform HM and solve the ticket.
“Revoke Abmahnung” - confirmation of warning withdrawal.
"Warning Request Denied (Underperformance)" - when the warning can not be issued for the employee/it is invalid
Macros to be used in ZenDesk for employees:
“Insufficient Availability” - did not give 140% availability.
“Late sick note” - did not submit a sick note on time.
“Lateness” - did not start shift on time.
“Leave early” - left work earlier than the shift ended.
“No Safety gear” - did not wear safety gear.
“Overrunning Break Time” - did not punch back on time after the break or took breaks without properly recording it.
“DE > EN > Warning redirect to HM” - redirecting employee to Hub manager regarding warning details and withdrawal.
"Revoke Abmahnung"- removing warning after escalation/request from Hub Manager
"Bike Assignment" - not assigning a bike to oneself at the start of a shift (Rider)
"No Sick Call" - employee did not notify Hub of illness and absence
"Late Sick Call"- employee did notify their Hub of illness but not one hour before the shift was due to start.
"Underperformance - Delivery Issues" - an employee has had a high post order issue rate over 4 weeks (>30% of Hub Average)
"Underperformance - Orders" - an employee rejected or let expire a high rate of orders over 4 weeks (>30% of Hub Average)
"Underperformance - Time At Customer" - an employee stayed a high amount of time with customer over 4 weeks (>30% of Hub Average)
"Underperformance - Trip Preparation Time" - an employee has had a high preparation rate over 4 weeks (>30% of Hub Average)
"Underperformance - Riding Time" - an employee took a high length of time to ride to customer over 4 weeks compared to google estimate (>30% of Hub Average)
"Underperformance - Riding Time to Hub" - an employee took a high rate of time to ride back to Hub over 4 weeks compared to google estimate (>30% of Hub Average)
Magical shortcuts:
hmbreak - overrunning break time warning, ticket #(enter ticket number)
hmlate - lateness warning, ticket #(enter ticket number)
hmngear - not wearing (safety) gear warning, ticket #(enter ticket number)
hmearly - Leave workplace early warning, ticket #(enter ticket number)
hminsu - Insufficient availability warning, ticket #(enter ticket number)
hmlasi - Late sick note warning, ticket #(enter ticket number)
warseen - Warning seen by employee, SAP warning updated
warnotseen - Warning not seen by employee, HM informed, SAP not updated
wart - sent warning, HM ticket #(enter ticket number)
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FAQ's and SOP's
Questions | Answers |
An employee came back and asked to withdraw the warning or dispute the warning. | Redirect back to the Hub manager. |
I do not have a function in ZenDesk for time tracking. | Reach out to the team lead or Sam Ravi and request it. |
What is the timeframe for the Hub manager to issue a warning? | The breach should not date back more than one month or a maximum of 6 weeks, whereby 6 weeks should be the exception rather than the rule. If the warning request does not fit a timeframe, the Hub manager’s request must be denied. |
What to do if the Hub manager requests to issue a warning in the future? | Deny and explain Hub manager that the warning cannot be in the future. |
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Review history
Number of Reviews | Date | Changes |
01 | 15.04.2024 |
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02
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05.06.2024
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03
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03.06.2025
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