Mindset & Behaviour Flashcards by g Hss

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Q

What does the characteristic Process entail?

A

Act as a role model in applying standards

Focus on customers and operate from end-to-end perspective
Continuously focus on reducing waste

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Q

What does the characteristic Problem solving entail?

A

Get personally involved in problem solving

spend time on the work floor and assist people in departments
when solving problems, ensure that you drill down to their root causes
focus on simple, creative solutions that require little investment

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Q

What are the 6 characteristics of good customer excellence leadership?

A

Process
Problem solving
Performance
Purpose
Partnering
People

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Q

How to influence mindset and behaviour?

A

Input: What we say we would like to see happen
Attitude & mindset: What people think it means and how they respond
Behaviour & action: what people do at their desks
Performance: The outcomes of individual and group actions

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