Customer Advocate

1) All team members know exactly what external customers expect of the product or service they provide.

Never	Almost Never	Frequently	Almost Always	Always

2) All team members see themselves as a vendor to other internal customers.

Never	Almost Never	Frequently	Almost Always	Always

3) When a customer has a problem, he/she works directly with the responsible team member to get it resolved.

Never	Almost Never	Frequently	Almost Always	Always

4) The team uses information from the customer to make decisions which will affect the customer.

Never	Almost Never	Frequently	Almost Always	Always

5) When given the choice, the team willingly decides to meet customer demands which require personal inconvenience or sacrifice.

Never	Almost Never	Frequently	Almost Always	Always

6) Team members solicit customer and vendor feedback on their product or service.

Never	Almost Never	Frequently	Almost Always	Always

7) When trade-offs must be made, the team trades off team convenience before it trades-off quality.

Never	Almost Never	Frequently	Almost Always	Always

Training

8) All team members are cross-trained and up-to-date on the core technologies used by the team.

Never	Almost Never	Frequently	Almost Always	Always

9) For any important subject, there are several (not just one) team members who actually train that skill or concept.

Never	Almost Never	Frequently	Almost Always	Always

10) Team members use training methods which appeal to all styles of learning (watching, hearing, doing and other appropriate senses).

Never	Almost Never	Frequently	Almost Always	Always

11) Successes are debriefed by the whole team so it can learn from them.

Never	Almost Never	Frequently	Almost Always	Always

12) Mistakes are debriefed by the whole team so it can learn from them.

Never	Almost Never	Frequently	Almost Always	Always

13) Team members use a variety of types of training to train each other (classroom, apprenticeships, on-the-job, meetings, special projects, using experts, etc.).

Never	Almost Never	Frequently	Almost Always	Always

14) Team members know when they do not have the appropriate training or skills to perform a job.

Never	Almost Never	Frequently	Almost Always	Always

15) The team gets help from outside of the team when team members do not have that expertise inside the team.

Never	Almost Never	Frequently	Almost Always	Always

16) The team creates a learning rather than a blaming or punishing environment.

Never	Almost Never	Frequently	Almost Always	Always

17) Team members receive a balance of technical, interpersonal and business training.

Never	Almost Never	Frequently	Almost Always	Always

18) Training content and processes are well documented by team members.

Never	Almost Never	Frequently	Almost Always	Always

19) Training is upgraded by team members to reflect relevant business and technology changes shortly after these changes occur.

Never	Almost Never	Frequently	Almost Always	Always

Resource

20) Team members solicit and use information about the marketplace where their product or service is used.

Never	Almost Never	Frequently	Almost Always	Always

21) All team members spend several hours a week doing joint tasks or improvement projects with people who are outside of their immediate team.

Never	Almost Never	Frequently	Almost Always	Always

22) Team members solicit and use information about their competitors.

Never	Almost Never	Frequently	Almost Always	Always

23) All team members can state the current legal and ethical restrictions that affect their product or service.

Never	Almost Never	Frequently	Almost Always	Always

24) Team members use relevant financial tools including budgets and return on investment analyses to make decisions.

Never	Almost Never	Frequently	Almost Always	Always

25) When trade-offs must be made, team members make decisions that are for the best interest of the whole business, even if they are not optimal from the perspective of the team alone.

Never	Almost Never	Frequently	Almost Always	Always

26) If they are discussing an important issue, team members can accurately represent the point of view of other key groups or individuals in the company that have a vested interest in that issue.

Never	Almost Never	Frequently	Almost Always	Always

Skilled Performance

27) Each team member demonstrates all of the skills and knowledge to perform the work.

Never	Almost Never	Frequently	Almost Always	Always

28) All team members can diagram all of the most current steps required to create the team's product or service.

Never	Almost Never	Frequently	Almost Always	Always

29) The team produces 100% quality.

Never	Almost Never	Frequently	Almost Always	Always

30) Team members stay up-to-date on cutting edge technologies.

Never	Almost Never	Frequently	Almost Always	Always

31) The team finds ways to continually improve the technical skills of each team member.

Never	Almost Never	Frequently	Almost Always	Always

32) Each team member uses analytical tools to characterize and improve core technical processes.

Never	Almost Never	Frequently	Almost Always	Always

33) On an appropriate frequency the team redesigns the work flow and work processes to improve the way the work gets done.

Never	Almost Never	Frequently	Almost Always	Always

34) Team members apply new tools, methods, techniques and equipment to get the work done better.

Never	Almost Never	Frequently	Almost Always	Always

35) Team members apply old technologies in new ways to get the work done better.

Never	Almost Never	Frequently	Almost Always	Always

Teamwork

36) The team is a high performer in the areas of quality, cost, schedule, productivity and implementing continuous improvements.

Never	Almost Never	Frequently	Almost Always	Always

37) Everyone on the team works toward a common purpose and shares common goals.

Never	Almost Never	Frequently	Almost Always	Always

38) The team deals effectively with any non-performance problems of the team members.

Never	Almost Never	Frequently	Almost Always	Always

39) Each team member willingly supports and actively assists every other team member.

Never	Almost Never	Frequently	Almost Always	Always

40) Team meetings are used effectively.

Never	Almost Never	Frequently	Almost Always	Always

41) All team members give and receive feedback skillfully.

Never	Almost Never	Frequently	Almost Always	Always

42) Individuals will do what is best for the team even if it is personally inconvenient or difficult for them.

Never	Almost Never	Frequently	Almost Always	Always

43) All team members use good communication skills.

Never	Almost Never	Frequently	Almost Always	Always

44) Information is shared with all of the team frequently and consistently.

Never	Almost Never	Frequently	Almost Always	Always

45) There is a frequent and regular forum for face-to-face interaction with all team members.

Never	Almost Never	Frequently	Almost Always	Always

46) Team members use ground rules and other group process tools to help them manage their team interactions.

Never	Almost Never	Frequently	Almost Always	Always

47) Team members understand group dynamics and they use appropriate techniques to keep the team on track.

Never	Almost Never	Frequently	Almost Always	Always

Decision Making

48) The team insists that people that are affected by a decision participate in making it.

Never	Almost Never	Frequently	Almost Always	Always

49) The team uses consensus decision making effectively.

Never	Almost Never	Frequently	Almost Always	Always

50) Team members make decisions based on good facts and figures.

Never	Almost Never	Frequently	Almost Always	Always

51) Team members use whichever decision making method is appropriate for the decision to be made.

Never	Almost Never	Frequently	Almost Always	Always

52) Team members know when they are not the right ones to make a decision.

Never	Almost Never	Frequently	Almost Always	Always

53) Team members actively solicit information relevant to a decision before making it.

Never	Almost Never	Frequently	Almost Always	Always

54) Decisions are made at the point where action can be taken.

Never	Almost Never	Frequently	Almost Always	Always

55) The team includes non-team members in decisions that affect them.

Never	Almost Never	Frequently	Almost Always	Always

56) The team implements decisions that are made.

Never	Almost Never	Frequently	Almost Always	Always

57) Team decisions take the right amount of time.

Never	Almost Never	Frequently	Almost Always	Always

58) The team knows when decisions should be made by subgroups or individuals and not by the whole team.

Never	Almost Never	Frequently	Almost Always	Always

Problem Solving

59) The team involves all of the right people in solving a problem.

Never	Almost Never	Frequently	Almost Always	Always

60) Team members resolve conflicts skillfully.

Never	Almost Never	Frequently	Almost Always	Always

61) Team members use a variety of problem solving methods skillfully.

Never	Almost Never	Frequently	Almost Always	Always

62) The team selects appropriate problem solving methods for the particular problem.

Never	Almost Never	Frequently	Almost Always	Always

63) The team successfully anticipates and avoids problems where possible.

Never	Almost Never	Frequently	Almost Always	Always

64) The team identifies the root cause of the problem.

Never	Almost Never	Frequently	Almost Always	Always

65) The team solves both technical problems and people problems effectively.

Never	Almost Never	Frequently	Almost Always	Always

66) The team continually improves on the solutions to the problems they solve.

Never	Almost Never	Frequently	Almost Always	Always

67) Team members use the full problem solving resources available to them.

Never	Almost Never	Frequently	Almost Always	Always