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The following 26 Fundamental Operating
Practices describe the behaviors that
create our unique Culture. They are what
set us apart, and they are what make us
leaders in the work we do.
The following 26 Fundamental Operating
Practices describe the behaviors that create our
unique Culture. They are what set us apart, and
they are what make us leaders in the work we
1. ACT WITH
INTEGRITY Demonstrate doing the right thing
in all your actions and all your
decisions, especially when no one
is looking. Always tell the truth.
Acknowledge and own your
mistakes, clean them up and make
Give others your full attention, be present
and engaged and set aside the internal
conversation in your head as best you can.
Let go of your need to agree, disagree, or
judge. Be empathetic and listen for the
needs of others. Listen with curiosity and
make sure you get all the facts, separating
facts from interpretations.
2. LISTEN GENEROUSLY
Speak honestly and clearly in a
way that moves the action
forward. Say what you mean. Ask
questions for clarity, share ideas
and be willing to raise issues, even
if they may create conflict, when it
is needed for success or
Address issues directly with those
who are involved or affected. Take
responsibility for getting your
4. GIVE UP
THE NEED TO
Keep your ego, your personal
agenda, and your judgments out
of the way of doing what’s best for
the team or the customer.
Don’t let being right interfere with
being able to hear others and see
possible new solutions you haven’t
It’s essential that we always do our
very best. If there is ever a
question about quality, go back,
stay at it until the question is
5. ALWAY DO
6. CREATE A SAFE
Safety requires accountability, awareness
and diligence. Never take shortcuts that
compromise yours or others’ safety.
Performance thrives in a safe
Remember our founding principle
“we work in partnership,” always!
In all situations do what’s best for
the customer, even if it’s to our
8. SERVICE IS 360
We serve each other, our
customers, and ourselves when we
serve our community.
Demonstrate making a difference.
9. COMMUNICATE TO
Communicate in the least
complicated way, so that your
audience understands you. This
applies to all communication:
Spoken, written, illustrated, etc. We
are accountable for what people
take from our communication.
THINGS FUN The problems that face us day to
day at work are small compared to
the challenges facing most of the
world. Keep your perspective and
don’t take things personally or
yourself too seriously.
Laugh every day with others.
COMMITMENTS Be reliable and deliver on all your
commitments, no matter how
small. If a commitment is in
jeopardy, notify others
immediately and set a new
Act like you are an owner in the
accountability means holding
yourself to account, holding others
to account, and the willingness to
be held to account.
13. FIND A WAY
Respond to every situation by
looking for how we can do it,
rather than explaining why it can’t
be done. Take personal
Be innovative, assertive, and take
RESULTS While effort is appreciated, what
gets recognized and rewarded are
Set high goals, don’t overpromise,
track and measure your progress,
then hold yourself accountable for
delivering on the results.
15. BE ACCOUNTABLE FOR
SETTING AND RECEIVING CLEAR
Make sure your expectations are
clear and what people hear is what
you are asking. Be clear about
what’s expected of you.
Honor the trust others give us.
Be rigorous about keeping all
information in confidence and
be vigilant to safeguard it.
17. BE DEDICATED
Be a lifetime learner.
Challenge yourself to take risks
and operate outside of your
comfort zone. Solicit feedback and
learn from mistakes. Understand
the nature of causing
breakthroughs and live it as a
Believe in Magic.
18. PRACTICE BLAMELESS
Focus on finding a solution, not who is at
fault. Apply your creativity, spirit and
enthusiasm to the development of solutions.
Identify lessons learned and use those
lessons to improve processes, so we learn
from every experience.
19. FIX PROBLEMS
AT THE SOURCE
Address issues by discovering the
root cause rather than focusing on
the symptoms or the
consequences. Continuously seek
improvement by developing long-
20. APPRECIATE AND
Let people know your appreciation for the
qualities that they possess. Being
acknowledged for a task well done is
important, being acknowledged for a
character quality is lasting.
21. LEAD BY
The best way to influence others is
“being the change you want to
see.” Bring a calming presence.
Help others to shine.
URGENCY IN RESPONSE
TIME AND FOLLOW UP
Model enthusiasm in your response to issues and rigor
in your follow up. Make sure your work is accurate,
complete, and timely. Keep people updated, and make
sure they are clear about your communication(s).
When mistakes or errors in
judgement happen, “own it.”
Take the necessary steps to
communicate to the appropriate
parties, acknowledge your
accountability, and set corrective
steps in motion.
“Get back in the game” quickly.
Work from the assumption that
people are good, fair, and honest.
Set aside your own judgments or
preconceived notions, and give
people the benefit of the doubt.
Look for the positive intent in their
actions and communications.
Be rigorous about accuracy and
precision. Double-check your work.
26. CONTINUOUSLY SEEK
TO IMPROVE THE IMPACT
WE MAKE Always seek a breakthrough
approach. Our job is to improve
the lives and work of the people
we serve. This path takes planning,
diligence, and thoughtfulness.