Personal Responsibilities / Suggested Actions for Consideration
1.  Knowing who my personal customers are / §  Confirm who receives my services or the products I produce
§  Clearly define who my internal and external customer are
2.  Identifying the requirements of my output before I begin a task / §  I must communicate with my customers (could be my colleague, manager or someone in another department – not necessary an external party)
3.  Ensuring everyone involved in a task understands the requirements that will eventually be met / §  Confirm and reconfirm with my customer, my suppliers, the people who initiate the task, and colleagues who work I work with
4.  Identifying and gathering what I need to use before I begin a task / §  List down the information, raw materials, facilities (eg: space), equipment (eg: computer, telephone); applicable skills (eg: experience, training), knowledge (eg: certificates) and procedures. Make sure I complete my checklist
5.  Knowing who my suppliers are / §  Identify those who provide me with what you need to perform my tasks and ensure they clearly understand my requirements
6.  Knowing clearly the steps involved in a task / §  Identify the key steps they are required for task I do
7.  Knowing the most likely things that can go wrong in a task / §  Analyse tasks and identify what could go wrong and list the most likely errors and defects. (eg: late delivery, missed requirement)
§  Calculate the potential extra cost and additional work incurred for specific errors and defects
8.  Putting in place the actions that will prevent things from going wrong / §  Identify what actions that will reduce the risks of errors and defects
9.  Checking that requirements are being met as I perform a task / §  Regularly stop and check to ensure that I going down the right track. Check with customer if appropriate
10.  Responding rather than accepting when something does go wrong / §  Communicate when something goes wrong – have the courage to speak out
§  Refrain from blaming or giving an excuse
§  Offer ideas to avoid the same problem in the future
11.  Breaking down silo walls / §  Take personal responsibility for making contact with others and take the time learn what they do at work
§  Identify how my work impacts on others and educate others regarding the impact of what they do on my work
12. Contributing to improvements / §  Continually look for improvement opportunities and convert them into better ways of doing things and increasing customer satisfaction (Team up with others whenever possible)