MAXIMIZING PERFORMANCE RESULTS Flashcards
- Describe a situation in which you were able to clearly frame a problem, identify and collect the necessary data, and make recommendations for solving the problem.
o What was the problem?
o Who was impacted by the problem?
o What factors or variables did you consider?
o What did you do?
o How did you evaluate your options?
o What was the outcome?
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- Describe a time you had to delegate parts of a project or assignment to others.
o How did you decide what tasks to delegate to which people?
o How did the project or assignment turn out?
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- Give us an example of a time when you used your fact-finding skills to gain information needed to solve a problem.
o How did you analyze the information you gathered?
o How did you use the information to solve the problem?
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- Describe a time when you anticipated potential problems that were significant to your unit and developed preventive measures.
o What was the potential problem?
o How did you identify the potential problem?
o What was the potential impact to your unit?
o What did you do?
o What was the outcome?
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Competency: Analytical Thinking
- Identifies causes for problems
- Approaches problems by breaking them down
- Weighs priorities
- Recognizes actions and underlying issues
Successful Behavioral Indicators (Validated) - Analytical Thinking
Has identified causes for problems related to processes, procedures or technical issues
Has broken down specific or simple tasks and problems
Has delegated work to staff
Has analyzed information and provided options/recommendations and potential solutions for decision making
Has asked effective probing questions
Has systematically gathered and analyzed relevant information from a variety of sources
Has prioritized action items at the unit level
Has proactively identified key actions and underlying issues and problems at the unit level
Has proactively addressed key actions and underlying issues and problems at the unit level
- Describe how you established a relationship with internal and/or external customers to assess their business needs and ensure these business needs were met.
o What did you do?
o What was the outcome?
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- Tell us what you have done to establish a customer focused culture in your unit.
o What action did you take?
o What was the outcome?
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- Describe a situation in which you had to address a problem for a dissatisfied customer.
o What was the problem?
o What did you do?
o What was the outcome?
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- Describe a situation in which you implemented changes to business processes to improve customer satisfaction.
o What did you do?
o Who did you involve in the business process reengineering?
o How did you secure and utilize program resources for this effort?
o What constraints did you have?
o What challenges did you face?
o What was the outcome?
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- Describe a situation in which you had to determine and monitor the level of customer service being provided by your unit.
o What did you do?
o What constraints did you have?
o What challenges did you face?
o What was the outcome?
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Competency: Customer Focus
Works with internal and external customers to identify their expectations and shared business objectives
* Ensures the effective delivery of the products and services to the customer
* Identifies and solves customer problems quickly and effectively
* Develops and implements ways to measure, track and maintain a high level of customer satisfaction
Successful Behavioral Indicators (Validated) - Customer Focus
Has communicated regularly with customers to assess their business needs
Has established and maintained customer networks
Has established processes and procedures to ensure the effective delivery of products and services
Has maintained and ensured compliance with processes and procedures to ensure the effective delivery of products and services
Has resolved routine customer problems utilizing unit resources and within existing processes and procedures
Has identified and informed customers of constraints and recommended alternatives and solutions
Has monitored customer satisfaction using a variety of tools such as surveys, meetings, contact logs, informal customer feedback, etc.
Has compared unit performance against performance standards
Has recommended and implemented business process improvement measures to increase customer satisfaction
- Tell us about an experience where you had to make an important and timely decision.
o What was the decision?
o How did you go about making it?
o What factors did you consider?
o Who did the decision impact?
o What was the outcome/result of your decision?
o Were you satisfied with the result, why or why not?
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- Tell us about a time when you had to defend a decision you made even though others were opposed to your decision.
o What was the situation?
o What did you do?
o What was the outcome?
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o Tell us about a time when you made a bad decision.
o What was the situation?
o What was the impact of the decision?
o How did you determine the impact of the decision?
o What did you do to correct or mitigate the impact of the bad decision?
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- Describe a time when you made a decision in order to solve a recurring problem.
o What was the problem?
o What did you do?
o What was the outcome?
o Were you satisfied with the outcome, why or why not?
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- Tell us about a time when you did not have enough information to make a decision.
o What was the situation?
o How did the lack of information impact the situation?
o What action did you take to mitigate the possible damage?
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- Give us an example of a time when you received new information that made you reconsider a decision you had already made.
o What was the situation?
o What did you do?
o What was the outcome?
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Competency: Decision Making
- Makes critical and timely decisions
- Takes charge
- Supports appropriate risk
- Makes tough and appropriate decisions
Successful Behavioral Indicators (Validated) - Decision Making
- Makes critical and timely decisions
- Takes charge
- Supports appropriate risk
- Makes tough and appropriate decisions
Successful Behavioral Indicators (Validated) - Decision Making
Has known when to ask for more guidance and information
Has made decisions by consensus, when appropriate
Has followed-up to determine results of decisions
Has kept well-informed of department policies and priorities and of external factors that may impact these policies and priorities
Has made decisions that have minor organizational impact
Has expressed ideas and decisions in an open and confident manner
Has taken responsibility for decisions
Has tackled recurring and/or tactical problems proficiently
Has displayed a willingness to change approach if facts dictated the need to change
- Give us an example of when you used your organization skills in leading a project to completion.
o What was the project?
o What did you do?
o What was the outcome?
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- Describe a time when you maintained focus and commitment to achieving important goals despite major obstacles and frustrations.
o What was the situation?
o What were the challenges?
o What was the outcome?
o Were you satisfied with the outcome, why or why not?
ANSWER
