HDI Support Center Manager Standards
1.1.1 Explain how to demonstrate characteristics fo an effective leader - ANS-• Maintaining a
positive perspective
• Encouraging participation and maximizing contributions
• Providing incentives that are challenging, yet attainable
• Delegating effectively
• Encouraging others to be creative and take initiative
• Practicing and encouraging fairness
• Making decisions even when they may be unpopular
• Executing strategic plans
• Enforcing and supporting organizational policies
• Leading by example
• Continuing to learn
• Inspiring and motivating team members
• Creating organizational alignment
• Exhibiting excellent listening and communication skills
1.1.2 Identify ways to reach
optimized levels of
performance. - ANS-• Using recognized organizational models and
techniques to identify ways to improve performance
− − D.I.C.E. (Duration, Integrity, Commitment, Effort)
− − Knowing-Doing Gap
− − Six Sigma
− − Kaizen
• Conducting a SWOT analysis (strengths,
weaknesses, opportunities, and threats) to identify
areas to leverage, improve, enhance,
and manage
• Implementing continual improvement programs
• Developing programs that
reward initiative
• Setting goals that are realistic
and achievable
• Benchmarking key performance indicators
1.1.3 Explain how toprovide tacticaldirection to the
support team. - ANS-Provide tactical direction to the support team by:
Explain how to
provide tactical
direction to the
support team.
1.1.1 Explain how to demonstrate characteristics fo an effective leader - ANS-• Maintaining a
positive perspective
• Encouraging participation and maximizing contributions
• Providing incentives that are challenging, yet attainable
• Delegating effectively
• Encouraging others to be creative and take initiative
• Practicing and encouraging fairness
• Making decisions even when they may be unpopular
• Executing strategic plans
• Enforcing and supporting organizational policies
• Leading by example
• Continuing to learn
• Inspiring and motivating team members
• Creating organizational alignment
• Exhibiting excellent listening and communication skills
1.1.2 Identify ways to reach
optimized levels of
performance. - ANS-• Using recognized organizational models and
techniques to identify ways to improve performance
− − D.I.C.E. (Duration, Integrity, Commitment, Effort)
− − Knowing-Doing Gap
− − Six Sigma
− − Kaizen
• Conducting a SWOT analysis (strengths,
weaknesses, opportunities, and threats) to identify
areas to leverage, improve, enhance,
and manage
• Implementing continual improvement programs
• Developing programs that
reward initiative
• Setting goals that are realistic
and achievable
• Benchmarking key performance indicators
1.1.3 Explain how toprovide tacticaldirection to the
support team. - ANS-Provide tactical direction to the support team by:
Explain how to
provide tactical
direction to the
support team.
