Universal Competencies - I
- Adaptability – Adapting and responding to changing conditions, priorities and requirements. Showing a willingness to alter opinions and behaviors based on new information.
- Client focus – Giving superior service to internal and/or external clients.
- Communication – Exchanging information respectfully and with consistency, clarity, and tact; actively listening to effectively understand feedback that is provided, and summarizing information to increase understanding.
- Decision Making – Makes well-informed and thought out decisions. Has the ability to make quick effective decisions even when data and details are limited.
- Initiative – Identifying and dealing with issues proactively and persistently; seizing opportunities that arise.
- Leadership – Maintains a professional and positive manner. Works well with a wide range of individuals to provide support and/or coaching, encouragement, and direction. Engages others in order to accomplish organizational goals and strategies.
- Planning and Organizing – Accurately estimate duration and level of difficulty of tasks and projects, setting out goals and objectives and work plans to complete.
- Problem Solving – Identifies key issues, figuring out cause and effect relationships in order to solve problems. Uses logic and analysis to come to a realistic solution.
- Results Orientation – Ability to focus on desired outcomes, and the means by which they are achieved, by meeting and or exceeding standards based on past performance, goals, and objectives, as well as the performance and/or achievements of others.
- Teamwork & Collaboration – Works cooperatively and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment.
Universal Competencies - II
- Attendance – On time and in attendance according to management expectations.
- Dependability – Can be counted on or relied upon to do their job well.
- Job Knowledge – Complete understanding of his/her role and the ability to execute those responsibilities.
- Productivity – High level of meaningful output based on their job responsibilities.
- Quality of Work – Employees’ ability to perform work at a high standard and error free.
- Relationships – Ability to work well with co-workers. Able to foster good relationships and willing to help others.
- Supervisory – Ability to effectively lead and manage others either on a project or in a team.
Universal Competencies - III
- Attitude & Enthusiasm
- Communication Skills
- Cooperation & Teamwork
- Decision Making & Problem Solving
- Job Knowledge
- Productivity & Time Management
- Skill Building
- Technical Skills
- Work Consistency
- Work Ethic & Dedication
- Work Quality
- Work Relations
Universal Competencies - IV
- Appearance – The person dresses appropriately.
- Approachable – The person responds in an open manner to requests.
- Assertiveness – The person effectively and objectively asserts their views.
- Attitude – The person has a positive approach and outlook.
- Drive – The person has energy and generates enthusiasm in others.
- Flexibility – The person accommodates requests.
- Follow up – The person ensures tasks are completed.
- Imagination – The person thinks creatively and develops ideas.
- People skills – The person interacts well with colleagues and customers alike.
- Sense of Urgency – The person performs tasks in a timely manner.
- Stability and Dependability – The person is reliable.
- Teamwork – The person prioritizes the performance of the team.
Universal Competencies - V
- Analytics & Problem Solving
- Business Acumen
- Company Values
- Process & Efficiency
Universal Competencies - VI
- Attendance (Do not consider approved leaves) – Works scheduled shift, requests time off ahead of time, limited call-offs, flexibility to work overtime, etc.
- Job Knowledge – Degree of technical knowledge, understanding of job procedures, methods, use of tools and technology.
Ability and desire to increase knowledge. cross-training within and across departments/disciplines.
- Knowledge of Toolbox – Has demonstrated working knowledge of the organization Toolbox and is able to utilize these skills in daily work.
- Organization and communication skills – Planning and organizing own work, problem-solving, decision making, following directions, communication skills, judgment, adaptability to change.
- Organization values – Displays the organization values of Integrity, Trust, Respect, Simplicity, Shared Risk in all aspects of their job.
- Productivity – Work is performed with a high concern for accuracy, neatness, and timeliness. The employee makes the best use of their time and meets the necessary deadlines.
- Safety – Observes safety policies and actively works to protect himself/herself and fellow employees as we pursue our goal of zero accidents.
- Supervisory skills (if applicable)
- Working relationships – Cooperation, dependability, and ability to work with a supervisor, co-workers, and customers. Positive perception of attitude across the business.
Universal Competencies - VII
- Attention to detail
- Continuous improvement
- Coworker relations
- Customer Satisfaction
- Management Factor
- Takes initiative
- Work Consistency
- Works To Full Potential
Universal Competencies - VIII
- Communication and active listening – Communicate clearly and effectively with others. Listen attentively while someone else speaks, paraphrasing and reflecting back what is said, and withholding judgment and advice.
- Leadership – Motivate and encourage others and help the Team achieve success. Is willing to make decisions in difficult or ambiguous situations, when the time is critical.
- Motivation – Show a positive attitude and is motivated to produce quality work.
- Overall interpersonal skills – Rate overall interpersonal skills. Provide examples, ideas for improvement and other comments.
- Responsibility – Be a reliable team member by meeting deadlines, completing assigned tasks, and taking responsibility for own and Team’s quality of work.
- Take initiative – Identify projects that need to be done beyond what is assigned. Communicate appropriately with the Team about the project including proposing new approaches, methods, or technologies. Develop and implement solutions.
- Team work – Coordinate own work with team members and balance own work with team goals. Seek the perspective of everyone involved in a situation. Carefully weighs the priority of things to be done.
- Understand and show empathy for others – Listen thoroughly to people’s concerns and express compassion for their issues.
- Work independently – Work independently without the help of a team leader. Take initiative to plan in advance, schedule important events and plan the successful completion of a project, including asking the right questions at the right time. Seeks out knowledgeable people to obtain information or clarify a problem.
Universal Competencies - IX
- Engagement – Consistently seeks out new ways of doing things. Has excelled in demonstrating initiative and results. Strong communicator.
- Health & Safety – Performs all work in a safe manner, adhering to all company policies, with zero non-conformances.
- Job Knowledge – Consistently demonstrates the ability to correctly and competently complete the assigned tasks.
- Productivity – Consistently completes all tasks as required, in an effective and efficient manner, within the agreed timeframes, including record management. Takes pride in excelling at all work.
- Quality – Consistently produces high quality, right first time work, with demonstrated attention to detail.
- Time & Attendance – Always present for work and on time in line with the Company policy.
The Universal Competency Framework of KPIs or Key Performance Indicators aim to measure the optimal functioning and success of the whole organization’s ability to meet its stated mission, goals, and aims. Therefore, the critical performance areas that must be measured are client focus, the ability to adapt to the ever-changing market condition, the long-term retention of reliable and dependable employees, the ability to manage product development, leadership growth and development, and productivity and quality control.
Real-time KPI tracking allows management to identify negative short and medium-term deficiencies to take proactive measures to rectify these trends before they develop into long-term crises.