Cluster4 –Organisational success

1.1-Commitment to quality

Commitment to provide quality service to both internal and external members and meet their requirements and specifications

Competence

• LEARNING

  • Anticipates and creates problem solving methods for issues and opportunities
  • Be responsible for quality and delivery of one’s work

• EXECUTING

  • Responsible for addressing customer requests resolution.
  • Monitors quality of outcomes

• MONITORING

  • Delivers quality service by self and team
  • Reviews quality standards and recommends improvements accordingly.
  • Leads work groups and teams to product quality and timely results.

• DIRECTING

  • Establishes the service philosophy for the organisation.
  • Assures quality across organisation provide feedback to improve performance
  • Builds the confidence of staff in achieving high quality output

DEFICIENCY

• LEARNING

  • Does not provide quality and works in a disorganised manner

• EXECUTING

  • Does not have the capacity to addresses multiple and sometimes competing customer needs

• MONITORING

  • Does not build in milestones, checkpoints & quality controls

• DIRECTING

  • Lacking of quality assurance or performance evaluation measures

1.2-Customer orientation and focus

Ensuring the delivery of valued services by anticipating the needs of customers with a focus of managing relationships

Competence

• LEARNING

  • Polite and professional in all dealings with both internal and external members / customers
  • Actively listen to customer requirements / needs
  • Respond proactively to customers
  • Customer oriented and informs customers as and when required
  • Aims to exceed customer expectation

• EXECUTING

  • Works diligently and seeks feedback from customers and team for better service delivery
  • Considers various options for customer satisfaction
  • Produces and executes ideas for better improving and enhancing services to customers
  • Tries to empathise with customers for better results

• MONITORING

  • Identifies the required customer segment and conducts periodical review to serve them better
  • Works to establish long term relationships for repeat businesses
  • Demonstrates the value of feedback by improving services

• DIRECTING

  • Gives priority to customer satisfaction and measures satisfaction against a range of criteria / benchmarks
  • Develops strategy around customer services and past experiences and market trend
  • Develops valuable relationships with a variety of stakeholders and always uses market study to assess customer requirements

DEFICIENCY

• LEARNING

  • Misinterpretation or forgets team or customer queries
  • Shows favoritism based on own working preference

• EXECUTING

  • Loses focus when under pressure and behaves carelessly to customers
  • Fails to meet promises

• MONITORING

  • Does not anticipate the future needs of customer in changing environment
  • Not able to adapt to the changes in service and business policy / strategy

• DIRECTING

  • Not able to understand the market or its customer needs
  • Not able to sustain relations and have a short focus of customers
  • Developing strategic initiatives that are not in line with the market requirements

1.3- Continuous learning

Taking responsibility for managing the performance of self and strives for personal and team development

Competence

• LEARNING

  • Identifies and support individual learning needs
  • Learns from management development training for better results and everyday use

• EXECUTING

  • Identifies and support individual learning needs
  • Learns from management development training for better results and everyday use

• MONITORING

  • Develops a positive environment where people learn from their or team mistakes
  • Able to communicate using examples, comparisons and benchmarks

• DIRECTING

  • Set targets for self and teams performance and their continuous improvement
  • Able to use various communication styles while presenting information to different groups

DEFICIENCY

• LEARNING

  • Does not participate in the creation of self or team development planning

• EXECUTING

  • Neglects the methods to improve the team’s working style

• MONITORING

  • Does not encourage learning from less than optimal decisions

• DIRECTING

  • Does not promote and support management initiatives in development training