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<br />78 <br />Page 17 <br /> <br />i <br /> <br />DOWNTOWN REDWOOD CITY <br />A Parking Management Proposal <br /> <br />The Quality Assurance Program is designed to enhance the operation <br />of the City's overall parking program. We believe that it serves as one <br />more example of Ampco System Parkjng's commitment to our <br />customers and clients. A copy of this form is presented on the <br />following page. <br /> <br />In addition to our use of the Quality Assurance Inspection form, all <br />employees are given annual performance reviews, using our modern <br />approach, which not only ranks' employee performance but gives the <br />employee the ability to provide feedback to his or her supervisor on <br />what they could do to make the job better for them, <br /> <br />OUf managers and supervisors are the direct link between the parking <br />patrons and ourempJoyees. As such, they interact daily withalJ of our <br />employees to en$ure that performance evaluation is not just a once a <br />year undertaking, but is something that we focus on daily. <br /> <br />This extends to such items as review of complaints lodged against <br />employees, counseling as needed and imposing discipline as required <br />to ensure that our employees provide services to our patrons in a <br />respectful and courteous manner. <br /> <br />We utilize a progressive discipline approach, starting with a verbal <br />warning (only for the most minot of incidents- we understand the need <br />to document any serious issues) followed by .a written warning and <br />progressing up to suspension and/or termination for major infractions, <br />or multiple infraction$ involving the same Î$sue. These worK rules and <br />expectations are clearly spelled out to our employees in the training <br />and orientation sessions required of all employees. <br /> <br />Ampco System Parking <br />Page 13 <br />