Professional Competency and STAR Method Lecture Notes

Flashcards based on lecture notes covering workplace core values, the STARI method for performance recording, and specific operational tools and metrics.

Safety Focus

A core value centered on keeping staff and customers safe by maintaining accurate records, such as access information for a TX.

Teamwork & Collaboration

Building relationships between departments and directorates, such as hosting a gameshow at a leadership conference to expand knowledge.

Customer Service

The practice of using questioning skills and tools to support customers, aimed at increasing trust and integrity.

Continuous Improvement

Improving processes, such as compiling weekly "need to knows" to ensure teams follow the latest briefs and process changes.

Employee Engagement & Development

Supporting colleague autonomy and confidence through tutorials, such as training on geospatial identifying for cables.

STARI Method

An acronym used to document performance examples: S (Situation), T (Task), A (Action), R (Result), and I (Impact).

BMOCS

A customer satisfaction metric where high scores (e.g., $10/10$) indicate improved trust and proven results from increased referrals.

W3W

An additional tool used to ensure the accuracy of customer and address data to help engineers attend sites quickly.

LGCT

The department that receives calls regarding cable identification; calls to this team can be decreased by improving the knowledge of other colleagues.

Geospatial

Relating to data or systems used to identify infrastructure, such as distinguishing between company cables and BT cables.

CBS (Customer Referral)

A process for following up with customers that, when improved from $43\%$ to $66\%$, leads to higher BMOCS scores.

Commercial Focus

Ensuring correct land access rights and data to prevent project delays, legal issues, or incorrect payments.

TX

A specific piece of equipment (typically a transformer) for which accurate access records are essential for staff safety.

OHL

Overhead Lines; a specific area where recording accurate address and customer data is vital for engineering isolate tasks.

Workload Prioritization

The process of understanding urgency by considering safety, legal compliance, operational impact, and deadlines.