Innovation

We focus on working smarter to achieve more

We challenge the way things have always been done. If we can see opportunities for improvement we speak up

We put ourselves in the customer’s shoes to find opportunities to improve what we do

We identify and seek to address the obstacles that get in the way of doing a good job

We are open to new ideas and suggestions

We actively include colleagues in what we are doing

We look for opportunities to learn new skills

We share knowledge and experience with others and contribute to an inclusive environment

We enthusiastically help others

We ask for help when necessary

We understand our customer’s requirements, monitor new trends and identify initiatives that could benefit them

We promote and drive continuous improvement by asking ‘How could we do this better?’

We see mistakes and problems as an opportunity to learn and develop

We actively address poor performance concerns quickly

We inspire others to say ‘no to average’ by constantly looking for better ways of doing things.

We work with customers in tailoring services to meet their expectations

We effectively resolve customer problems challenging ourselves and our team to find the best solutions

We constructively challenge and develop colleagues by providing open and honest feedback

We encourage collaboration within our own team and with other teams 

We build support, provide focus and give direction to deliver joint outcomes

We look for alternative ways to succeed, keeping up with the latest developments 

We effectively manage the transition to introduce new ways of working

We implement improvements and seek support to overcome difficulties in doing this

We set an example by always challenging existing attitudes, processes and ways of working when we see an opportunity for improvement

We listen to and consider the needs of all our customers

We focus on longer-term outcomes rather than short-sighted initiatives

We make and support decisions based on sound analysis and assessment of risks and benefits

We monitor trends and set clear objectives to implement the best approach

We ensure all teams across Serco work effectively together to deliver outstanding service to all our customers

We build networks, locally, nationally and internationally

We lead a culture of frank debate, listening to and acting on good ideas wherever they come from

We enable a blameless culture, empowering and supporting our team to initiate improvements

We engage others in change by ensuring complex information is communicated in a clear and effective manner

When we stick to outdated methods that have become ineffective

When we concentrate on narrow operational objectives and not the bigger picture

When we focus on the problems and not the solutions

When we over-complicate our approach to work; create bureaucracy and cause frustration to colleagues and customers

When we dismiss alternative ideas

When we discourage colleagues from suggesting new ways of doing things

When we don’t ask others for opinions or ideas

When we undermine or damage colleagues’ self-esteem

When we are unwilling or inflexible to change