EDPRO Group of Companies - Guiding Principles

principles

Lead rather than manage
Your job title is a label. 'Leader' is a reputation that you must earn
Create a supportive work environment; lead those who fall behind
Always assume an active and proactive stance; do not wait for someone to tell you what to do; be aggressive and take initiative
Not everyone can be a leader, but everyone can be supportive and mentor those around them

The "right thing" is not absolute. Do the right thing even when you could get away with less, even when others are not, and even when the "wrong thing" does not seem like a big deal
Take responsibility for your actions and own up to your mistakes
It is easier to do right than to undo wrong
Consider the long-term consequences of all of your actions. Shortcuts can have lasting detrimental outcomes

To successfully compete in today's economy, we need to cohesively agree on our business models and the path that will take us to the top
Remember that we work as a complete team. The actions of one affects the whole team, positively or negatively
If you are going to remain a part of the team, you need to play for the team

First impressions are everything. Be aware of your body language and listen effectively
Strive for open and clear lines of communication
When dealing with customers ask open-ended questions, listen and understand from the customers' viewpoint
Make sure the customer is satisfied with the resolution

Align your goals with the company's. It is up to you to help plan work effectively
Embrace our model and work within it, not around it
Buy in, or get out
Be passionate in your pursuit of excellence and work from the heart. Do not let yourself unplug from your job
Commit to delivering the highest quality service possible
Commitment will make your job more satisfying. Assume personal responsibility for the success of the company

Act as if success is for certain
Believe in yourself; do not doubt your abilities
Everything that is needed for success can be found inside of you
Utilize your gifts. You do not have to be good at everything; play on your strengths

Work smarter not harder. You do not have to reinvent the wheel; avoid doing more of the same
Contribute more than you cost. It is not the amount of time you put in, it is the value of your contribution that matters
Learn to work around road blocks
Show initiative for learning all there is to know about your company and your job. This will help serve customers more efficiently
Service providers are getting busier every year and customers' demands continue to rise. Focus on prioritizing your workload and abandon unnecessary and time-consuming old habits

In the customers' eyes we are the organization
Build and manage customer relationships. Problems are much easier to handle when you are on good terms with the customer
Excellent service is one element of the business in which a company can gain a competitive advantage and generate growth
Follow these steps:
- Greet customers
- Value customers
- Ask how to help
- Listen
- Help
- Invite customers back

Take responsibility for your own career mobility
You have the tools, freedom and autonomy to make a difference in your company
Operate as if you are self-employed
Seize opportunities as they come
The best way to predict the future is to invent it
People who risk years of their lives and much of their personal wealth are motivated by more than money
Practice Kaizen - the continuous pursuit of perfection

Be a change agent
Success requires the ability to be flexible and adaptable to change
Seize opportunity to learn and grow. Change cannot be avoided; organizations need to revolutionize to remain competitive
Embrace change. Do not waste emotional energy hanging onto old habits

Be conscious of your attitude; deliberately choose to be positive, optimistic and enthusiastic
Grab hold of the future; do not hang onto the past
Optimize your energy. It takes less energy to be positive than it does to be negative
Be sincere. Customers can tell when an associate is uninterested and uncaring
Treat people with respect; value your customers' concerns

Lifelong learning is becoming imperative in this technological and rapidly changing world
- Read
- Attend workshops and seminars
- Take courses
- Volunteer and learn from experts
- Accept lateral moves that will broaden you
- Ask for learning opportunities
Use failure as a resource and learn from it. If everything is going smoothly you are probably aiming too low