Initiative
Addressing Gaps in Work
- Anticipates and takes action on what needs to be done to accomplish an objective, task or goal; finds alternative or less obvious ways to carry out plans.
Motivating and Energizing Self and Others
- Sets challenging yet motivating short and long term goals which lead to beneficial individual and team results.
Self-Starting
- Accepts ownership for individual performance, results and actions; volunteers for tasks before being asked by other or being forced by events.
Quality Orientation
Understanding Quality Standards/Knowledge of Standards of Excellence
- Raises awareness of quality expectations by discussing the importance of quality standards with team members .
Applying and Maintaining Quality Standards
- Documents quality standards and protocols to ensure consistent application; reviews the work of others for quality assurance .
Measuring and Tracking Quality
- Uses quality tools and techniques to continuously focus on and measure discrepancies from quality standards.
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 responsibility 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.
Networking/Relationship Management
Seeking and Developing Relationships
- Develops a broad base of relationships by seeking out individuals inside and outside of the business unit; begins to build external relationships with customers.
Maintaining Relationships
- Proactively follows up with contact and collaborates with others as necessary to advance goals and resolve any unmet expectations.
Use of Networks
- Shares information and invites input from key relationships in internal network, maintaining to advance team goals.
