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Quality Focus

Follows up on procedures, ensures high-quality output, takes action to solve quality problems or notify quality issues as appropriate.
Level 1 Meets quality standards set by the organization

BEHAVIORS

  • Describes the quality standards set by the organization.
  • Follows the policies and procedures for a quality set by the organization.
  • Works at a level that typically meets quality standards set by the organization.

QUESTIONS

  • Describe a time when you reviewed the quality of your work to ensure that it met specified standards.

Probing Questions

* What work did you review?

* What did you determine?

* What process did you follow to rectify any sub-standard work?

  • Please talk about a situation that demonstrates your ability and motivation to ensure your performance meets established expectations.

Probing Questions

* How were you aware of what the established expectations were?

* How did your performance measure up to those expectations?

* How did you consistently meet those expectations?

* Do you feel you had a personal commitment to meeting such expectations?

Level 2 Exceeds quality standards set by the organization

BEHAVIORS

  • Follows all the policies and procedures for a quality set by the organization.
  • Works at a level that consistently meets and often exceeds quality standards set by the organization.
  • Seeks opportunities to improve how work is done, raising the quality of the output.

QUESTIONS

  • Can you provide an example of a time when your awareness of relevant policies or procedures assisted you in better performing your work?

Probing Questions

* Describe the type of work that you were doing.

* What knowledge assisted you?

* How did your awareness or knowledge help you in this particular situation?

* How did it turn out?

  • Can you give me an example where you surpassed quality standards in your work?

Probing Questions

* What were you working on?

* What steps did you take to go beyond the quality standards?

* How did your actions affect your work?

* What were the results?

Level 3 Reviews and coaches others on quality standards

BEHAVIORS

  • Explains the organizational policies and procedures for quality assurance.
  • Works at a level that exceeds quality standards set by the organization.
  • Reviews the work of others to ensure that organizational quality standards are met.
  • Advises management when quality issues and challenges are apparent.

QUESTIONS

  • One way to help get high-quality results is to serve as a role model for producing such results. Tell us about a time when the example you set in producing results contributed to helping others to meet or exceed the standard of work required.

Probing Questions

* What were you working on?

* How did your work meet the standard?

* How were others aware of your work?

* In what way did the example you set help others to meet the standard?

  • Tell me about a time when you contributed ideas that helped to improve the work that was being done.

Probing Questions

* What work was involved?

* What were your ideas?

* How did they improve work methods and outcome?

* How did others receive your ideas?

  • Tell me about a time when you motivated or coached others in an effort to improve quality.

Probing Questions

* Describe the situation.

* What did you do to motivate or coach others?

* How were your efforts received?

* What was the outcome?

Level 4 Sets quality standards for area of responsibility

BEHAVIORS

  • Advises senior management on quality issues and challenges within the area of responsibility.
  • Conducts seminars and workshops for the area of responsibility to inform on policies and procedures for quality control.
  • Oversees that quality standards are met by employees in the area of responsibility.
  • Develops plans to solve quality issues within the area of responsibility.

QUESTIONS

  • Describe the processes you have instituted to promote and support quality management.

Probing Questions

* Describe a situation where this process was utilized.

* How did you settle on this process?

* How did this process improve quality management?

  • Give an example of how you ensured employees were meeting quality standards?

Probing Questions

* What quality standards were in place?

* What challenges did you have?

* What did you do?

* What were the results?

Level 5 Sets policies, frameworks, and procedures for ensuring quality standards of the organization

BEHAVIORS

  • Advises senior management on organization-wide quality issues and challenges.
  • Conducts seminars and workshops for managers to inform on policies and procedures for quality control.
  • Encourages a culture of quality focus within the organization.
  • Develops organization-wide plans to solve issues of quality.

QUESTIONS

  • Describe a critical organizational process or output/product and talk about how you developed and used criteria to measure it and improve it.

Probing Questions

* What was the process or output/product?

* What criteria did you use to measure its performance?

* How did you develop these criteria?

* Were your measures effective and did they contribute to improvements?

  • Could you describe a time when you addressed an organization-wide quality issue?

Probing Questions

* What was the issue?

* What actions did you take?

* Why did you take this approach?

* What was the result?