Business Behaviors Performance Scales
Business Behavior
Definition
Growth Mindset
Relentlessly pursues profitable growth for BCCL. Sets aggressive targets based on
market opportunities and executes against those with an eye towards breakthrough
performance. Develops self and others.
Speed
Acts with a sense of urgency. Recognizes that speed and responsiveness are
competitive advantages.
Workplace that is Open,
Supportive and Diverse
Recognizes that people flourish in an open and supportive environment. Values
diversity in all its forms, and encourages the candid expression of ideas. Freely
exchanges points of view in order to make the best business decisions. Once a
decision is made, supports others in pursuit of common goals.
Obsessed with Customers and
about Competitors
Is driven by an external perspective of work, focuses on the needs of current and
potential customers. Understands how our offerings compare with those of other
companies in providing better value to customers.
Innovation
Seeks Opportunities and Solutions by being Innovative and Enterprising. Utilizes
learning and resourcefulness to generate ideas, innovate, recognize opportunities and
develop solutions.
Growth Mindset
Definition
Relentlessly pursues profitable growth for BCCL. Sets aggressive targets based on market
opportunities and executes against those with an eye towards breakthrough performance.
Develops self and others.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Breakthrough
Perform
ance
Is satisfied with the current level
of performance and past
successes.
Has raised performance
standards incrementally
Has demonstrated breakthrough
performance in at least one
area of the role
Profitable
Growth
Focuses on work based on its
familiarity or because it is
well established. Is
satisfied with status quo
Focuses on work that
incrementally support
revenue maximization /
cost optimization.
Focuses on work that significantly
supports revenue
maximization / cost
optimization
Self
Is satisfied with his/her current
level of learning /
knowledge
Develops self by enhancing
his/her knowledge in
his/her current role
Develops self by enhancing his/her
knowledge beyond the
current role
Development
of
Others
Is satisfied with the team's
current level of learning /
knowledge
Develops the team by
enhancing their
knowledge for the current
role
Develops the team by providing
them training which is
beyond the current role
Overall
Attribute
Rating
(Check
One)
Development Need Behavior
Effective Behavior
Role Model Behavior
Develop
ment
Speed
Definition
Acts with a sense of urgency without compromising on product / service quality. Recognizes that speed
and responsiveness are competitive advantages.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Action
Generally falls behind agreed
timelines.
Meets agreed timelines.
Significantly exceeds agreed
timelines.
Empowerment
Withholds information,
resources, or authority
needed by others to be
effective.
Readily shares necessary
information, resources
and provides approvals
as and when needed.
Equips others to be responsive to
external and internal
customers; eliminates
unnecessary roadblocks and
provides timely approvals.
Perpetuates activities or
objectives despite
evidence of little success.
Identifies activities which are
unproductive and
highlights them
Quickly stops and redirects
unproductive activity.
Development Need Behavior
Effective Behavior
Role Model Behavior
Rapid
Adjustm
ent
Overall
Attribute
Rating
(Check
One)
Workplace: Open, Supportive, and Diverse
Definition
Openness
Diversity
Supportiveness
Recognizes that people flourish in an open and supportive environment. Values diversity in all its forms, and
encourages the candid expression of ideas. Freely exchanges points of view in order to make the best
business decisions. Once a decision is made, supports others in pursuit of common goals.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Echoes others’ sentiments or offers
little input. Avoids dealing
with conflict and difficult or
awkward issues.
Treats others respectfully in challenging or
stressful situations. Is available for
resolution of conflicts.
Speaks up even when his/her own views
are not popular. Discusses
problems openly and addresses
conflicts.
Responds defensively to feedback.
Accepts feedback openly and nondefensively.
Invites others’ feedback and acts as
appropriate.
Disguises or fails to give important
feedback.
Provides feedback openly.
Provides recognition and candid,
constructive feedback to others.
Places greatest value on input from
higher levels or from others
of like mind.
Undermines decisions already
made.
Teamwork
Focuses on his/her own individual
goals at the expense of the
team.
Overall Attribute
Rating
(Check
One)
Development Need Behavior
Gathers and values inputs from all
sources.
Seeks out and takes advantage of the
variety of perspectives and
opinions within the business.
Evaluates ideas on their merit, not
on the level or background of the
originator.
Supports decisions or agreements that
are made.
Identifies ways to strengthen and
efficiently implement the decisions
taken. Provides strong advocacy.
Constructively contributes to help the
team to achieve agreed objectives.
Gives inputs, ideas and periodic
feedback.
Works seamlessly with others, including
across departments, to meet
agreed objectives. Actively
contributes to the success of co—
workers and other team members.
Effective Behavior
Role Model Behavior
Obsessed with Customers and about Competitors
Definition
Is driven by an external perspective of work, focuses on the needs of current and potential customers.
Understands how our offerings compare with those of other companies in providing better value to
customers.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Has a vague or inaccurate
understanding of his/her own
role in providing value to
external customers. Is
unsure of his/her own
external/internal customers.
Understands his/her own role in
providing value to external
customers. Knows some of
his/her external/internal
customers’ needs.
Can clearly describe his/her own role
in providing value to BCCL’s
external customers. Knows
his/her own internal/external
customers’ needs.
Competitive
Value
Limited knowhow of company's
products and services
Expert knowhow of company's
products and services and
basic knowledge of
competitor's products and
offerings. Understands
BCCL’s products, methods,
and processes.
Produces, and expects from others,
best-in-class work and
excellent competitive value.
Outstanding
Service
Delivers only those results that can
be easily accomplished.
Meets customer expectations in
delivering quality and timely
results.
Exceeds customer expectations in
delivering high quality, timely
results.
Development Need Behavior
Effective Behavior
Role Model Behavior
CustomerDriven
Focus
Overall
Attribute
Rating
(Check
One)
Innovation
Definition
Acceptance of
Failure
Risk Appetite
"Out of Box"
Thinking
Overall
Attribute
Rating
(Check
One)
Seeks Opportunities and Solutions by being Innovative and Enterprising. Utilizes learning and
resourcefulness to generate ideas, innovate, recognize opportunities and develop solutions.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Prefers to operate in a safe
environment. Discourages /
avoids / resists new ideas.
Encourages experimentation and
is willing to accept failures.
Encourages Idea
generation
Drives experimentation and idea
generation and is willing to
accept failures
Is not willing to pursue new ideas
or take risk
Identifies new ideas from
sources within and outside
the organisation and is not
averse to risk
Pursues new ideas from sources
within and outside the
organisation and is willing to
take calculated risk
Applies the same standard
solutions to problems much
of the time.
Devises workable solutions to
non-routine problems.
Devises original, unusual and
successful solutions to nonroutine problems
Rarely challenges the adequacy
and quality of traditional
thinking.
Consistently questions and
challenges the adequacy
and quality of traditional
thinking.
Is widely respected as a creative
thinker and as a go to person
for innovative solutions
Development Need Behavior
Effective Behavior
Role Model Behavior
Leadership Attributes Performance Scales
Leadership Attributes Performance Scales
Leadership Attribute
Definition
Creates and drives a vision
Takes a balanced view and builds a shared vision with others; acts as a catalyst for
organizational change; influences others to translate vision into action.
Strategic Thinking
Drive and ability to take account of the broader organization and its wider context; and to plan
actions to seize future opportunities and address problems.
Acquires Develops and
Retains Talent
Anticipates future talent need, develops appropriate sourcing strategies, engages & grooms
internal talent by providing supportive environment to ensure sustained high performance and
aligned with the company's growth need.
Problem Solving and
Decision Making
Uses professional wisdom, analytical and creative thinking skills to solve difficult problems and
make good decisions; appropriately incorporates multiple inputs to establish shared ownership
for effective action.
Builds and Manages
Relationships
Responds and relates well to people in all positions; is seen as a team player, and is cooperative; Looks for common ground, and resolves conflict.
Acts with Flexibility /
Versatility
Adapts effectively and supports team members to respond appropriately to changes in work
structures, processes and business environment so as to sustain / enhance performance.
Achieves Results through
Others
Provides direction; sets stretch goals, helps create a work plan, assigns responsibilities and
allocates resources.
Creates and Drives a Vision
Definition
Takes a balanced view and builds a shared vision with others; acts as a catalyst for organizational
change; influences others to translate vision into action.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Creating and
commun
icating
a
shared
Vision
Unable to create a vision
Creates and communicates the
vision to the team
Co-creates a vision with the team
Aligning
Efforts
to Vision
Acts in a manner that is not
consistent with the vision
Assigns tasks/activities to the
team that are aligned to
the vision
Encourages and inspires the team
to propose and work on
initiatives/tasks that align to
the vision
Overall
Attribute
Rating
(Check
One)
Development Need Behavior
Effective Behavior
Role Model Behavior
Strategic Thinking
Definition
Drive and ability to take account of the broader organization and its wider context; and to plan actions to
seize future opportunities and address problems.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Business and
Compan
y
underst
anding
Does not demonstrate adequate
understanding of the
business
Understands Company's
business model;
occasionally generates
ideas for enhancing
growth / competitiveness.
Contributes business ideas that
significantly influence
business strategy at an
organizational level.
Product &
Market
awarene
ss
Has a limited awareness of
Company's products and
services and competitive
offerings
Has a fair understanding of the
Company's products and
services and competitor's
offerings. Spots
opportunities and
suggests ideas for
continued growth.
Has a thorough understanding of
the Company's products and
services including those of
competitors. Understands
evolution of customer needs
and creates strategies for
sustained growth.
Perspective
Is focused only on day-to-day
operational issues
Thinks over a 1-2 yrs time
horizon while addressing
business issues
Maintains a long-term, big picture
view; at the same time has a
perspective of short term
performance issues
Effective Behavior
Role Model Behavior
Overall
Attribute
Rating
(Check
One)
Development Need Behavior

Acquires, Develops and Retains Talent
Definition
Anticipates future talent need, develops appropriate sourcing strategies, engages & grooms internal talent by
providing supportive environment to ensure sustained high performance and aligned with the company's
growth need.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Acquires
Talent
Lacks perspective on talent needs.
Does not readily participate in
selection processes. Has difficulty
in articulating Employee Value
Proposition. Unable to attract talent
and positions remain unfilled.
Has perspective on current talent
needs; contributes to the
development of Talent acquisition
strategies. Showcases BCCL
Employee Value Proposition.
Attracts and on boards talent in a
timely manner.
Has perspective on current and
future talent needs, contributes to the
development of a compelling
Employee Value Proposition and
articulates it effectively.
Demonstrates ownership of the hiring
process and naturally attracts talent.
Brings in high quality talent in a
timely manner.
Develops
Talent
Does not engage in development
discussions; fails to support
individual's development planning
efforts. Gives little feedback;
focuses on the person instead of
the behavior while giving feedback.
Engages in development planning
for all direct reports, considering
current job performance and
career goals; proactively suggests
challenging and relevant
development opportunities and
takes accountability for their
achievement.
Develops others through continuous
coaching, feedback and
encouragement; regularly assesses
talent and creates individual
development strategies to close gaps
and build leadership bench-strength;
shares expertise by engaging in
mentoring relationships.
Retains Talent
Has limited understanding of team
members' work and career
aspirations; unable to create an
engaging work environment; Has
difficulty in motivating team
members.
Demonstrates good understanding
of team members' work and
career aspirations; creates an
engaging work environment;
keeps team members motivated
Has an exceptional understanding of
team members’ work and career
aspirations; leverages this to create a
highly engaging work environment;
Motivates talent and grabs all
opportunities for timely recognition of
good work done.
Overall
Attribute Rating
(Check One)
Development Need Behavior
Effective Behavior
Role Model Behavior
Problem Solving and Decision Making
Definition
Problem
Solving
Bias for Action
Overall
Attribute
Rating
(Check
One)
Uses professional wisdom, analytical and creative thinking skills to solve difficult problems and make good
decisions; appropriately incorporates multiple inputs to establish shared ownership for effective action.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Draws conclusions prematurely,
without having all the facts;
develops solutions that only
partially meet business
needs due to gaps in
technical/professional
knowledge.
Gathers sufficient information
from available sources;
develops solutions that
resolve business issues;
actively guides others in
interpreting and solving
business/ technical issues.
Assimilates and analyzes all relevant
information from multiple
sources; solves problems
using creativity and advanced
technical/professional skills;
delivers solutions that have a
positive, far-reaching,
organizational impact;
accurately explains concepts
so that the team members
understand and apply them.
"Analysis paralysis", tends to over
analyze to the point that work
is not always completed in
time.
Makes timely decisions,
communicates underlying
rationale and monitors its
implementation
Involves others in the decision
making process; ensures
timely and correct decisions;
builds commitment / ownership
and follows through for
effective and timely
implementation.
Development Need Behavior
Effective Behavior
Role Model Behavior
Builds and Manages Relationships
Definition
Responds and relates well to people in all positions; is seen as a team player, and is co-operative; Looks for
common ground, and resolves conflict.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Responds and relates well to
peers and to those in
positions of authority; has
difficulty in dealing with
conflicts.
Responds and relates well to
people in all positions,
inside and outside his/her
organization or field of
expertise; resolves conflicts
in timely manner.
Responds and relates extremely well
to people in all positions,
initiating and maintaining
relationships inside and
outside his/her organization
and field of expertise;
demonstrates "win-win"
approach in conflict situations.
Seeks Help
Hesitates to approach others for
professional guidance and
help.
Values experience and likes to
learn from those who have
the relevant expertise.
Esteems those with experience and
openly relies on their expertise
to benefit the organization.
Provides Help
Hesitates to share knowledge and
resources; makes few offers
to help others.
Volunteers to help others;
involves others in issues
that impact them.
Consistently develops and sustains
co-operative working
relationships.
Development Need Behavior
Effective Behavior
Role Model Behavior
Builds
Relations
hips
Overall
Attribute
Rating
(Check
One)
Acts with Flexibility / Versatility
Definition
Adapts effectively and supports team members to respond appropriately to changes in work structures,
processes and business environment so as to sustain / enhance performance.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Attitude towards
Change
Tends to resist change or lacks
confidence to cope with
change
Exhibits positive attitude towards
change.
Accepts change as a way of life;
helps team members develop
a positive mindset towards
change.
Handling
Ambiguity
Is overly cautious in ambiguous
and uncertain situations.
Is effective in dealing with
uncertain situations.
Anticipates and proactively deals
with uncertain situations.
Planning for
Change
Is unclear about the implications
/fall-outs of the change or
unable to create a plan to
deal with the change
Clearly understands the
implications and is able to
provide a broad framework
to deal with change
Creates a concrete plan to deal with
change and obtains buy-in of
all stakeholders
Support during
Change
Provides minimal explanation or
support to the team during
the transition
Provides direction to the team;
addresses team members'
concerns/issues during the
transition
Provides direction and support as
needed; builds team's
capability; conducts periodic
reviews and initiates course
correction as needed.
Development Need Behavior
Effective Behavior
Role Model Behavior
Overall Attribute
Rating
(Check
One)
Achieves Results through Others
Definition
Provides direction; sets stretch goals, helps create a work plan, assigns responsibilities and allocates
resources.
Development Need
Behavior
Effective Behavior
Role Model Behavior
Performance
Planning
Does not set clear goals or
allocate tasks/priorities to
the team
Sets goals after due consultation;
allocates well-defined tasks
and communicates work
priorities to the team
Sets goals after due consultation and
in addition, inspires the team
to commit to stretch targets;
evolves work plan with the
team; ensures alignment with
the overall organizational
objectives.
Work Review
Provides inadequate feedback to
team members; not
comfortable in confronting
performance issues
Reviews achievement against
targets and provides
feedback in a constructive
manner; resolves
performance issues in a
timely manner
Reviews achievement against
targets and provides feedback
in a constructive manner;
resolves performance issues
in a timely manner; coaches
team members to enhance
their competence / confidence
so as to ensure high
performance.
Resource
Manage
ment
Incorrectly estimates resource
requirements; creates
work/cost overrun
situations. Overall
slackness in execution.
Correctly estimates resource
requirements and plans
work schedules accordingly.
Ensures delivery as per
agreed budget and
timelines.
Correctly estimates resource
requirements and plans work
schedules accordingly;
Consistently surpasses agreed
budget and timelines.
Development Need Behavior
Effective Behavior
Overall
Attribute
Rating
(Check
One)
Role Model Behavior