Performance & Coaching System Many growing

Performance & Coaching System

Many growing MSPs handle underperformance informally. Feedback is inconsistent, nothing is written down, and when a serious issue comes up the owner has no clear process to follow or defend.

I built a coaching and progressive discipline system that gives managers a clear, fair path from recognition and coaching to formal escalation. It also accounts for the compliance risks of managing a mixed team of employees and international contractors.

What I delivered

- A coaching log (fillable PDF) for verbal warnings and recognition, with a structured reference number for every entry

- A rewritten Performance Management and Progressive Discipline policy

- A manager quick-card so leaders know what to do at each step

- A separate Corrective Action Plan for higher-level escalations

- Policy language that works for both employees and contractors, with compliance risks flagged across different jurisdictions

Result Managers handle performance issues the same way every time, everything is documented, and owners have a clear process to rely on if a situation escalates.