Page 6 - Tech handbook 2019 rev 6 whyperlinks
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1.  EMBRACE CHANGE AND GROWTH.                            9.  OWN SOLUTIONS.
           What got us here is not what gets us to the next level.  The   Take personal responsibility to make things happen.  Figure
           world always changes and evolves.  Competitive pressures,   out how we can do it rather than explaining why it cannot be
           technology shifts, and changing margin profiles affect our   done.  Show initiative.  Do not make excuses or wait for
           customers as well as ourselves.  Be open minded, receptive   others to solve problems.  See issues through to completion.
           to, adaptable, and excited about opportunities resulting from
           change.                                               10.  ATTACK PROBLEMS, NOT PEOPLE.
                                                                     Focus on solutions rather than pointing fingers and dwelling
       2.  FOCUS ON YOUR CUSTOMER.                                   on problems.  Mistakes are opportunities to improve so we do
           Whether an “external” or “internal” customer, put yourself in   not make mistakes twice.  Learn from every experience.
           the customer’s place.  How would you want to be treated?
           Put customer needs ahead of our own.  Great reputations are   11.  LISTEN TO UNDERSTAND.
           built by meeting other’ needs and expectations.           It is not enough to listen; we need to be active listeners.  Give
                                                                     others undivided attention.  Be present, engaged, and
       3.  BE A FANATIC ABOUT RESPONSE TIME.                         minimize distractions.  Put down the cell phone when
           Acknowledge requests right away and inform others you are   engaged in a discussion or meeting.  Listen!
           “on it”.  Respond to questions and concerns quickly, whether
           in person, by phone, or e-mail.  Make sure to keep those   12.  SPEAK UP.
           involved continuously updated on the status of outstanding   While showing you care, have the courage to say what needs
           issues. Follow up until expectations are met.  Constant   to be said.  Say what you mean and be willing to share ideas
           communication is key.                                     or raise issues that may cause conflict when it’s necessary for
                                                                     our success.  Address issues directly with those involved or
       4.  GET CLEAR ON EXPECTATIONS.                                affected.
           You can likely trace any problem to either a lack of
           communication or lack of clarity in communication. Ask   13.  BE HUMBLE.
           questions and discuss expectations upfront.  Speak up if you   No one has all the answers or can do it on their own.  Be
           are not clear on what is needed and expected of you.  Set   open to learning from others regardless of role, tenure,
           expectations for others.  Know who needs to what by when.   experience, or age.  Be willing to work harder and do more
                                                                     for others without taking credit.  Empower others to learn,
       5.  HONOR COMMITMENTS.                                        develop, and succeed.
           Do what you say you are going to do when you say you are
           going to do it.  Be accountable.  Be on time for phone calls,   14.  HAVE EACH OTHER’S BACK.
           appointments, and meetings.  If a commitment cannot be met,   Work as a team.  Do not let ego or personal agenda get in the
           let others know early and agree on a new commitment.  Earn   way of doing what is best for the team.  Be there for each
           credibility and trust by honoring commitments.            other and be willing to step into another role or help others
                                                                     succeed.
       6.  ACT WITH INTEGRITY.
           No compromises here.  Commit yourself to integrity in every   15.  CREATE WIN-WIN SOLUTIONS.
           action and decision, especially when no one’s looking.    Think from others’ perspective.  What is the desired
           Always tell the truth, no matter the consequences.  If you   outcome?  Discover what they need and expect.  Find ways
           make a mistake, own up to it, apologize, and make it right.   to help other meet their needs while also fulfilling your own.
       7.  EARN IT.
           No assumptions, no entitlements.  Start there every day.  Earn   16.  THINK SAFE-WORK SAFE.
           others’ respect and trust.  Earn customers’ business.  Success   We all own Safety.  Know and practice safety procedures for
           in life and business is earned through respect, trust, and   our job.  Look around, be aware of, and speak up about
           results.                                                  potential safety issues.  Keep tabs on co-workers as well, for
                                                                     we are all part of the PPG family.  Never take shortcuts.
       8.  DELIVER CONSISTENT RESULTS.
           We appreciate effort, but expect, reward, and celebrate
           consistent results. Be responsible and be accountable for
           results.

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