Drive for result
|
|
Low Standard
|
Meet Standard
|
Exceed Standard
|
|
The willingness to seek opportunities, take risks, and act on decisions
made
|
| Fails to turn ideas into actions |
Visibility takes owner ship of
an activity |
Continually pushes the boundaries
and regularly challenges in a constructive manner
|
| Does not set objectives or time
scales and repeatedly misses deadlines
|
Puts significant time/effort
behind big ideas |
Suggests solutions that improve
the business all round |
| Waits forever – always has
a reason for inaction |
Takes calculated risks-does not
always take the safe option, but always evaluates the level of risk, and/or
puts contingency plans in place
|
Encourage others to take calculated
risks and support their judgements |
| Has no idea and stifles creativity
in others: always sticks to original plan and/or the safe options
|
Has the courage to stand by decisions |
Prepared to take action based
on instinct where appropriate |
| Doesn’t ask questions or
questions ideas |
Is prepared to challenge the
status quo, and does not wait to be aske
|
Shows the courage to stand by
a decision she/he believes is right in the face of opposition |
| Takes risks without understanding
the consequences |
Communicates decisions accurately |
Evaluates long term options and
risks by ensuring that robust evaluation processes are built in behind
decisions
|
| Fails to learn lessons from pas
experience |
Delivers actions as well as ideas |
Rewards creativity and creates
a "new idea" culture |
|
The readiness to focus on to customers and find ways to meet customers
needs
|
| Imposes own agenda rather than
listens to what the customer want
|
Obtains regular customer feedback
and acts on it |
Strives to "delight"
the customer at every opportunity and always exceeds customer expectations |
| No communication of customer
focused initiatives |
Always considers the impact on
customers when making decisions
|
Never compromises customer service |
| Has no method for gathering customer
feedback |
Understand the difference between
customer and consumer, appreciate their needs and meets these
|
Understands key points of differentiation
and finds ways to strengthen them |
| Doesn’t know who customers
are internal/external
|
Spends time with customer in
their business |
Actively searches for new customer
services |
| Not adapt to range/product changes
|
Looks outwards rather than inward |
Understands competition and responds
accordingly |
| Never available, or accessible
|
Has regular competitive reviews |
Identifies and secures new customer
groups |
| Fails to prioritise things that
are key to customer quality |
|
Form customer action group |
|
The emotional flexibility to deal with changes in priorities, blend
in a number of activities and continue to remain effective
|
| Makes the same mistakes repeatedly
when under pressure
|
Conveys an air of calm and good
humour |
Makes time for other even when
under pressure |
| Misses deadlines regularly
|
Has controlled reactions and
emotion |
Shows the ability to re-energise
group |
| Shows a narrow, step-by-step
approach, can’t multi-task
|
Reduces tension in difficult
situations |
Has a positive influence on other
even when under pressure |
| Tries everything but succeed
at nothing
|
Ounces back after setbacks |
Turns "threats" into
opportunities |
| Becomes withdrawn and distant,
or makes inappropriate emotional outbursts, when under pressure
|
Has organised and structured
actions and meets plan |
Does scenario planning |
| Refuses to take responsibility
|
Can step back and re-asses actions |
Revises priorities to meet changes
in demand |
| Reluctant to change plan/approach |
Can prioritise and make effective
use appropriate resources
|
Has the courage to change direction
if required |
| |
|
Demonstrates enjoyment regardless
of pressur
|
