QUALITY: Anticipate and Honor the Needs of Intending Users and Customers

Quality should be measured with a view outward to the customer, inward to employees, and cross functionally within the organization. It should denote a commitment to excellence and superior outcomes. It should refer to our products, services, employees and business practices, and imply precision, dependability, accuracy, and speed in everything we do.

CUSTOMER ORIENTATION:Customers Specify What 'Quality' Means

Customer Orientation is about assessing and refocusing every aspect of our business around the needs of our customers. It signifies a front-line mind-set and organizational culture that aims to amaze customers at every turn by exceeding their expectations, in terms of both performance and product excellence. It means developing specific customer satisfaction standards and actively monitoring them. It implies taking steps to meet expectations that are both expressed and unexpressed. At lower levels, customer orientation involves courteous and timely responsiveness to the requests of customers, while at higher levels, it involves developing a relationship of partner and trusted adviser.

INNOVATION: Convert Knowledge and Ideas Into Benefits

Innovation is all about converting knowledge and ideas into benefits. From an external perspective, Innovation's aim is to satisfy the future needs of customers. As such, it requires that the pace of change inside the company keep step with the pace of change outside the company. It is not just about "thinking outside the box" but rather about making connections between boxes—people, processes and ideas—so that the values and needs of the customer are most absolutely understood and incorporated into the business design.

ACCOUNTABILITY: SOS - See it; Own it; Solve it.

Accountability is all about seeing, owning, and solving a set of circumstances. Accountability reflects a personal choice to rise above a situational circumstance—be it problem or opportunity—and demonstrate the ownership necessary for achieving a desired result. It involves a mindset of continuously asking, "What else can I do to overcome my situation and achieve the outcomes needed"

RESPECT: Appreciate, Regard and Consider Each Other

Respect is about giving proper attention, trust and appreciation to one another, valuing one another's opinions and contributions, and giving full consideration to those views with an open and non-judgmental mind. In interactions with each other, it is about treating others the way you would like to be treated. It is about being courteous and polite, and listening to what other people have to say. At a macro level, it implies bringing fairness, honesty and transparent communications to the workplace. It means listening and regarding the opinions of our customers, employees, partners and other stakeholders, while fostering a culture of empowerment. Most importantly, it is about recognizing every stakeholder as a unique and distinguished contributor.

VALUE OUR EMPLOYEES: Employees Are Our Single Greatest Asset

Valuing our Employees is about committing to attracting, developing, retaining and engaging the best people. It is about making a commitment to help employees succeed at work. And it is a pledge to provide a workplace where employees feel valued, inspired and confident; where employees can achieve their professional goals; and where they can be recognized and respected for their unique contributions.