Initiative
Addressing Gaps in Work
- Ant icipates and takes action on what needs to be done to accomplish an objective, task or goal; finds alternative or lessobvious ways to carry out plans.
Motivating and Energizing Self and Others
- Sets challenging yet motivati ng short and long term goals which lead to beneficial individual and team results.
Self-Starting
- Accepts ow nership for individual performance, results and actions; volunteers for tasks before being asked by other or being forced by events.
Quality Orientatio n
Understanding Quality Standards/Knowledge of Standards of Excellence
- Raises aw are ness of quali t y expectations by discussing the im portance of quality standards wit h team members.
Applying and Maintaining Quality Standards
- Docum ents quality stan dards and pro toco ls to ensure consistent applicat ion; reviews the work of others for quality assurance.
Measuring and Tracking Quality
- Uses qual ity tools and t echniques to continuously focus on and measure discrepancies from quality st andards.
Col laboration/Teamwork
Delivering Information and Assistance
- Actively participate s in m eeting s by providing input, expressing opinions , and off er in g solutio ns; ensures that others have an opportun ity to voice their thoughts.
Role Identit y and Interpersonal Interactions
- Works in an open and dependable manner with team members; assumes individual contributor or manager role as needed.
Building/Maintaining Relationships and Fostering Cooperation
- Establishes and grows work ing relationships; seeks out and encou rages different and diverseideas from others.
Customer Focus
Identifying and Anticipating Customer Needs
- Displays an interest in the customer by trying to understand their concerns and issues; draws on customer insight to help others with how to best meet current and future customer needs.
Customer Care/Service
- Develop positive internal and external customer relationships by consistently and efficiently delivering value.
Following Customer Service Trends
- Shares best practice knowledge with others in work team; identifies ways in which the customer experience could be enhanced.
Accountability
Taking Responsibility and Ownership
- Takes responsibil ity for achieving job requirements, tasks and objectives even if other resources are required.
Driving and Delivering Results
- Willingly and appropriately goes beyond the scope of one's job to get the work done and meet commitments made to others.
Managing Expectations and Working Through Setbacks
- Takes responsibility for individual and team errors by personally fixing problems and unintended consequences.
