Human Effectiveness Capabilities

The personal capability of organizational members to work together efficiently and effectively towards achieving their assigned objectives. It includes competencies in leadership and teamwork that are necessary to understand and solve problems, and competencies in customer focus, systems thinking and change readiness that support achieving innovations that benefit the organization as a whole.

Change Readiness:

The ability and openness of an organization and its members to change the existing practice and processes to be fully responsive to both the needs of internal and external customers and to changes in the business environment.


The ability to influence and guide people by means of communication and example to establish a shared purpose and to achieve it.

Customer Focus:

The ability to recognize, understand and focus on the needs of the organization's customers, and the knowledge and support of the chain of internal customers and suppliers who participate in providing customers with products and services.

Systems Thinking:

The ability of the organization's members and groups to understand 1) the way their work activities interconnect with the activities of others to form processes that provide value to customers, and 2) the impact of their actions on the rest of the organization.


The ability of a group of people to be committed to a shared purpose and to work together in a spirit of cooperation and mutual support to achieve that purpose.

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