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myPerformance-Success Factor Definitions

Check out online Success Factor Courses. These self-guided courses are intended to help you improve upon success factors defined for your job category.

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Success Factor Definitions: Union-Eligible

ACCOUNTABILITY: Owns decisions, outcomes, work products, etc. that are within the scope of one’s role.

  • Completes job-related tasks in a timely fashion; maintains an acceptable attendance record and is punctual
  • Responds to directions; delivers expected results following specified timelines and/or procedures
  • Works closely with supervisor to understand expectations for assignments; executes accordingly

COLLABORATION: Works inclusively to build trust and accomplish tasks, goals, and initiatives.

  • Provides information and assistance to others as requested
  • Works closely with supervisor and/or team lead to understand own role and how it contributes to the overall outcomes of the team
  • Builds relationships and works collectively with immediate team to accomplish own work responsibilities

COMMUNICATION: Provides information clearly and accurately in various settings, ensuring understanding and participation.

  • Documents work clearly, correctly, and completely using the appropriate method
  • Exchanges information in a straightforward, clear manner; changes tone and message as necessary
  • Demonstrates thoughtfulness and attention when listening to others, responding appropriately to questions

CUSTOMER FOCUS: Understands, anticipates, and appropriately responds to internal and/or external customers’ needs.

  • Actively listens to accurately identify and understand needs and requests; takes appropriate action following departmental protocol
  • Consistently and reliably performs assigned tasks to meet needs; reviews own work for completeness, thoroughness, and accuracy before submitting
  • Follows instructions from manuals, lead(s), and/or supervisor(s) when responding to needs/inquiries

DIVERSITY & INCLUSION: Values differences by ensuring that all people are included, respected and can engage in their work to the best of their abilities. Learn more with the Diversity & Inclusion Success Factor Overview.

  • Builds awareness of diversity and inclusion through participation in diversity and inclusion initiatives
  • Demonstrates a positive, respectful attitude towards others of different identity groups; notifies supervisor/manager if other’s behavior or environment is hurtful or harmful to inclusion
  • Provides service and learns how to make accommodations that meet the needs of people from different backgrounds, thoughts, etc.

JUDGMENT: Makes appropriate decisions and evaluates risk and uncertainty to create optimal outcomes.

  • Collects and organizes necessary information for decision making
  • Follows existing standards, protocols and procedures for monitoring own work; works efficiently; informs supervisor(s) and/or other appropriate parties when necessary
  • Identifies short-term effects of decisions on own work products

TIME MANAGEMENT: Actively manages time to most effectively accomplish work, projects, objectives, and goals.

  • Manages own time with a focus on assignments; prioritizes tasks appropriately
  • Completes tasks in a timely manner; meets deadlines
  • Adopts new methods or ways of working based on guidance from supervisor

 

 

Success Factor Definitions: Support Task Expert

ACCOUNTABILITY: Owns decisions, outcomes, work products, etc. that are within the scope of one’s role.

  • Is attentive and takes responsibility and ownership for tasks, decisions, and related outcomes
  • Delivers consistent, accurate results, meeting deadlines and expectations and ensuring team and/or supervisor is aware of completion and/or roadblocks
  • Owns individual decisions, outcomes, and work products, monitoring them according to predetermined measures

COLLABORATION: Works inclusively to build trust and accomplish tasks, goals, and initiatives.

  • Willingly shares relevant information with others in a timely manner and offers support whenever possible
  • Recognizes own role on the team and how it contributes to the overall outcomes of the team; ensures own interactions with team are collaborative and respectful
  • Builds relationships with colleagues through working cooperatively towards accomplishing objectives, being reliable, and demonstrating trust

COMMUNICATION: Provides information clearly and accurately in various settings, ensuring understanding and participation.

  • Delivers clear and concise messages via the appropriate method to the situation
  • Considers the tone of messages when preparing and delivering information; modifies messages as appropriate
  • Demonstrates attention during discussions by taking notes, asking questions, and restating information to ensure understanding

CUSTOMER FOCUS: Understands, anticipates, and appropriately responds to internal and/or external customers’ needs.

  • Asks the right questions and actively listens to understand needs and requests; responds and takes action appropriately
  • Responds to standard, routine requests in a consistent and reliable manner; follows quality standards and uses appropriate service and quality techniques
  • Works with supervisor, customer, and/or team to meet both customer and university expectations

DIVERSITY & INCLUSION: Values differences by ensuring that all people are included, respected and can engage in their work to the best of their abilities. Learn more with the Diversity & Inclusion Success Factor Overview.

  • Engages in ongoing professional development in diversity and inclusion initiatives and applies this knowledge and awareness to one’s work and interactions
  • Uses inclusive language when referring to and interacting with individuals from different identity groups (i.e. disability, race, gender, etc.); speaks up and notifies supervisor/manager when actions or environment hinder diversity and inclusion efforts
  • Provides support that meets the needs of people from different backgrounds, thoughts, etc.; appropriately demonstrates equality and inclusion when providing support

JUDGMENT: Makes appropriate decisions and evaluates risk and uncertainty to create optimal outcomes.

  • Collects and organizes available information and uses routine procedures to make decisions
  • Demonstrates knowledge of and compliance with standards, protocols, and procedures; escalates complex decisions to appropriate team members
  • Balances making decisions independently versus seeking input; considers the short- and long-term effects of own decisions

TIME MANAGEMENT: Actively manages time to most effectively accomplish work, projects, objectives, and goals.

  • Works with supervisor to set goals and priorities for own work; evaluates urgency and importance to prioritize tasks appropriately
  • Demonstrates reliability in meeting deadlines and accomplishing tasks; persists until a problem is solved or goal is achieved
  • Adapts to shifting priorities as a result of new ideas, processes, and/or working styles

 

 

Success Factor Definitions: Subject Matter Professional

ACCOUNTABILITY: Owns decisions, outcomes, work products, etc. that are within the scope of one’s role.

  • Possesses full responsibility for achieving goals and objectives, effectively utilizing resources
  • Takes initiative and completes work, tasks, objectives, etc., and meets commitments made to others ensuring they are on track to complete their work, tasks, etc.
  • Actively communicates expectations, ways to accomplish them, and measures of success at both the individual and team levels

COLLABORATION: Works inclusively to build trust and accomplish tasks, goals, and initiatives.

  • Interacts with others by providing information, feedback, support, and ideas; encourages participation by asking questions and requesting feedback
  • Demonstrates approachability and dependability and works toward mutually beneficial outcomes; assumes a facilitator and/or mentor role as needed
  • Establishes and maintains working relationships with teams and peers; proactively seeks out and incorporates ideas and perspectives from others

COMMUNICATION: Provides information clearly and accurately in various settings, ensuring understanding and participation.

  • Speaks and writes clearly and appropriately to both individuals and team(s), ensuring the message is understood and that needs are met
  • Communicates using various approaches, formats, and styles, ensuring message is understood; coaches others on how to adjust tone and style when communicating
  • Listens attentively to others and probes to confirm understanding of messages and/or request feedback

CUSTOMER FOCUS: Understands, anticipates, and appropriately responds to internal and/or external customers’ needs.

  • Displays an active interest to fully understand concerns and issues; draws on own insights and relationships, in addition to experience, to best handle needs and inquiries
  • Models positive service behavior and handles more complex cases; documents quality standards, process improvements, and protocols and uses the appropriate quality method when reviewing own and others' work
  • Evaluates customer experience and ensures alignment with expectations and operating metrics; researches and shares best practices in customer service

DIVERSITY & INCLUSION: Values differences by ensuring that all people are included, respected and can engage in their work to the best of their abilities. Learn more with the Diversity & Inclusion Success Factor Overview.

  • Identifies, builds upon and integrates/incorporates specific capabilities needed to enhance diversity and inclusion in particular subject area and interactions
  • Observes and is aware of employee interactions, ensuring that colleagues are treated fairly in department processes and practices and identifying/addressing when diversity and inclusion is not upheld
  • Effectively integrates diverse perspectives into decisions, projects, and plans

JUDGMENT: Makes appropriate decisions and evaluates risk and uncertainty to create optimal outcomes.

  • Incorporates past experiences with available information and data to make more complex decisions; assists others in doing the same
  • Maintains and follows standard procedures to make decisions and evaluate risks; ensures others are following standards, protocols, and procedures; identifies process improvements as needed
  • Weighs both the short- and long-term effects and risks of decisions for self and team; involves others in the decision-making process as necessary

TIME MANAGEMENT: Actively manages time to most effectively accomplish work, projects, objectives, and goals.

  • Prioritizes work appropriately to meet deadlines and expectations; proactively identifies and responds to obstacles
  • Achieves individual and team goals especially when obstacles/problems arise; accomplishes results in spite of challenges
  • Balances multiple priorities, adapting quickly to shifting priorities; proactively helps others positively adjust to changes

 

 

Success Factor Definitions: Management

ACCOUNTABILITY: Owns decisions, outcomes, work products, etc. that are within the scope of one’s role.

  • Ensures employees are aware of own responsibilities and those of others, while integrating all responsibilities to accomplish goals and objectives
  • Measures and tracks performance of individual and/or team(s) against goals and objectives, ensuring each employee contributes to overall outcomes
  • Conducts status updates with employees to manage work, including changes, delays and/or risks; ensures realistic and achievable results; coaches individuals on how to manage expectations

COLLABORATION: Works inclusively to build trust and accomplish tasks, goals, and initiatives.

  • Offers information and support to team members, peers, and leaders and participates in cross-functional/departmental teams
  • Communicates effectively within and across teams to streamline efficiency, ensure collaboration, and achieve team goals
  • Collaborates with all team members, peers, and leaders to integrate various viewpoints; encourages and acknowledges others’ contributions

COMMUNICATION: Provides information clearly and accurately in various settings, ensuring understanding and participation.

  • Determines and delivers the appropriate messages effectively to any level ensuring clarity and understanding
  • Understands various audiences and their nuances, adjusting style and content to appeal to their needs; coaches others on how to adjust tone and style when communicating
  • Listens actively to determine unstated needs and concerns, verify messages, and clarify expectations; coaches and offers constructive feedback when appropriate

CUSTOMER FOCUS: Understands, anticipates, and appropriately responds to internal and/or external customers’ needs.

  • Anticipates customer needs and takes appropriate action and/or asks questions to uncover needs, developing a positive rapport with others;   promotes an environment to maintain positive customer relationships
  • Incorporates data and information from quality reviews to improve and/or enhance services and work products; ensures accuracy and completeness of other’s work outputs
  • Requests feedback to ensure service levels are being met/exceeded by team(s); responds appropriately based on feedback and best practices in customer service and/or university expectations

DIVERSITY & INCLUSION: Values differences by ensuring that all people are included, respected and can engage in their work to the best of their abilities. Learn more with the Diversity & Inclusion Success Factor Overview.

  • Encourages participation in and provides professional development opportunities for employees as it relates to diversity and inclusion; serves as an example to others by demonstrating appropriate diversity and inclusion behaviors
  • Communicates the positive effects of diversity and inclusion among team(s); ensures that direct reports and peers are treated fairly in department processes and practices and understands their responsibility in creating a diverse and inclusive environment
  • Seeks input from key leaders and/or stakeholders and takes appropriate action to ensure that department practices are inclusive

JUDGMENT: Makes appropriate decisions and evaluates risk and uncertainty to create optimal outcomes.

  • Evaluates the pros and cons of alternative solutions before making a decision by assessing all available information; leads team in doing the same
  • Provides clear directions and expectations for others to follow when making decisions, ensuring alignment with university standards and improving where needed
  • Weighs possible outcomes when making decisions; considers the broader impact and risks, especially when information is limited and/or decisions are difficult

TIME MANAGEMENT: Actively manages time to most effectively accomplish work, projects, objectives, and goals.

  • Considers individuals’ work capacity when scheduling work, allocating the appropriate amount of time to each task; keeps others informed of overall progress
  • Defines objectives and resources required to efficiently complete projects; manages the team to complete work within established timeframes
  • Adapts to multiple and/or changing work demands by adjusting own and team priorities; positively exemplifies balance and adaptability/flexibility

 

 

Success Factor Definitions: Leadership

ACCOUNTABILITY: Owns decisions, outcomes, work products, etc. that are within the scope of one’s role.

  • Creates opportunities for employees to grow, assume more responsibility, and/or gain decision-making authority
  • Motivates employees to achieve goals, including departmental/ functional goals and initiatives by giving them direct ownership and accountability for overall outcomes
  • Connects with other leaders to identify and define goals/objectives; exemplifies accountability for achieving goals/objectives and managing expectations

COLLABORATION: Works inclusively to build trust and accomplish tasks, goals, and initiatives.

  • Ensures information flows effectively through proper channels; promotes and encourages the open exchange of information within and across functions/departments
  • Builds consensus with individuals within and across the functions/departments; provides clear direction during cross-functional tasks, ensuring open communication and collaboration
  • Motivates others to build relationships and work cooperatively within and across functions/departments

COMMUNICATION: Provides information clearly and accurately in various settings, ensuring understanding and participation.

  • Communicates highly complex or unusual circumstances appropriately, ensuring that content is shared and understood at all function/department levels
  • Uses a variety of communication tactics/ methods and adjusts messages and tone to more effectively communicate to various function/department levels
  • Models and encourages others to actively listen, allow for questions and discussion, and reflect on key messages, while ensuring stakeholders have a chance to provide input

CUSTOMER FOCUS: Understands, anticipates, and appropriately responds to internal and/or external customers’ needs.

  • Strategically identifies opportunities for service improvement; establishes an environment to maintain positive organizational and customer relationships
  • Gathers a variety of data and information and makes recommendations and improvements; leverages the integration and synergies among departments/functions to better serve others
  • Promotes a customer centric culture and ensures alignment with best practices and customer/university expectations

DIVERSITY & INCLUSION: Values differences by ensuring that all people are included, respected and can engage in their work to the best of their abilities. Learn more with the Diversity & Inclusion Success Factor Overview.

  • Proactively provides resources and support for ongoing education of employees as it relates to diversity and inclusion; acknowledges and reinforces positive divesity and inclusion behaviors
  • Creates and leads a culture/environment of inclusion by exemplifying inclusive behaviors, challenging the status quo, and suggesting improvements, as appropriate; promotes the interaction and integration of diverse individuals into teams to positively impact the function/department and to ensure diversity and inclusion needs are met
  • Integrates different perspectives and backgrounds to meet organizational needs and establish the new way of working; models inclusive decision-making within own and across functions/departments

JUDGMENT: Makes appropriate decisions and evaluates risk and uncertainty to create optimal outcomes.

  • Conducts in-depth analysis while considering multiple inputs to develop optimal alternatives and solutions
  • Sets and implements standards for the function/department and integrates with other functions/departments
  • Ensures others understand both short- and long-term effects and risks of decisions; monitors execution of decisions made; makes timely decisions when faced with ambiguous information

TIME MANAGEMENT: Actively manages time to most effectively accomplish work, projects, objectives, and goals.

  • Prioritizes workload of function/department; identifies barriers to ensure appropriate actions are being taken and deadlines are successfully met; seeks additional resources as necessary
  • Manages and oversees multifaceted projects and assignments, ensuring that deadlines are efficiently met
  • Anticipates changing circumstances and prepares function/department to maintain performance objectives; promotes a culture of positivity, continuous improvement, and adaptability/flexibility

Reviewed 2017-03-09.