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Federal Register / Vol. 64, No. 5 / Friday, January 8, 1999 / Notices

Work is timely, efficient, and of acceptable quality.  Personal and organizational interactions enhance customer relations and actively promote rapport with customers.  Flexibility, adaptability, and decisiveness are exercised appropriately.  

Descriptors indicate the type of contribution appropriate for the high end of each level.  Descriptors are not to be used individually to assess contributions, but rather are to be taken as a group to derive a single evaluation of the factor.

LEVEL DESCRIPTORS

DISCRIMINATORS

 Level I

Independently carries out routine customer requests.

Participates as a team member to meet customer needs.

Interacts with customers on routine issues with appropriate guidance.

 Breadth of Influence

 Customer Needs

 Customer Interaction Level

 Level II

Guides the technical/functional efforts of individuals or team members as they interact with customers.

Initiates meetings and interactions with customers to understand customer needs/expectations.

Interacts independently with customers to communicate information and coordinate actions.

 Breadth of Influence

 Customer Needs

 Customer Interaction Level

Level III

Guides and integrates functional efforts of individuals or teams in support of customer interaction.  Seeks innovative approaches to satisfy customers.

Establishes customer alliances, anticipates and fulfills customer needs, and translates customer needs to programs/projects.

Interacts independently and proactively with customers to identify and define complex/difficult problems and to develop and implement strategies or techniques for resolving program/project problems (e.g., determining priorities and resolving conflict among customers’ requirements).

Breadth of Influence

Customer Needs

Customer Interaction Level

Level IV

Leads and manages the organizational interactions with customers from a strategic standpoint.

Works to assess and promulgate political, fiscal, and other factors affecting customer and program/project needs.  Works with customer at management levels to resolve problems affecting programs / projects (e.g., problems that involve determining priorities and resolving conflicts among customers’ requirements).

Works at senior level to stimulate customer alliances for program/project support.  Stimulates, organizes, and leads overall customer interactions.

Breadth of Influence

Customer Needs

Customer Interaction Level

FACTOR:4. - LEADERSHIP/SUPERVISION

FACTOR DESCRIPTION:

This factor describes/captures individual and organizational leadership and/or supervision to include that leaders/supervisors will recruit, develop, motivate, and retain quality team members in accordance with EEO/AA and merit principles.  Takes timely/appropriate personnel actions, communicates mission and organizational goals; by example, creates a positive, safe, and challenging work environment; distributes work and empowers team members.

EXPECTED PERFORMANCE CRITERIA (Applicable to all contributions at all levels):

Work is timely, efficient, and of acceptable quality.  Leadership and/or supervision effectively promotes commitment to mission accomplishment.  Flexibility, adaptability, and decisiveness are exercised appropriately.

Descriptors indicate the type of contribution appropriate for the high end of each level.  Descriptors are

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