SPIRIT Value

Competency

Customer Service

Sales

Executive & Mgmt

Technical & Prof

Admin & Support

Service Excellence

Develops Customer Solutions (Internal & External)

X

X

X

X

X

Actively seeks and obtains first-hand information about customer (internal & external) objectives

Establishes and maintains effective relationships with customers and gains their trust and respect

Collaborates with other NOR/PE functions and industry professionals in developing and implementing solutions

Is sought after to champion development of solutions to special problems

Business Acumen

X

X

X

X

Demonstrates understanding of NOR/PE business strategies, and how those strategies work in the marketplace

Applies understanding of financial concepts and measures

Understands and communicates value vs. cost of services/work to customers

Describes own function's impact on NOR/PE business results

Industry Knowledge

X

X

X

Understands the comopetition and how their products and services affect NOR/PE market

Articulates NOR/PE role and capabilities, relevant to the industry

Researches competitor's products and services

Applies knowledge of regulatory and other environmental factors that affect the business

NorthWestern Products & Services

X

X

X

X

Demonstrates a breadth of knowledge of the products and services of multiple business units and matches those products and services to customer needs

Researches and articulates knowledge of marketplace and applies it to product and service development

Evaluates fit of new or developing products or services for existing or projected customer needs

Applies financial analysis results in making decisions about products/services

SPIRIT Value

Competency

Customer Service

Sales

Executive & Mgmt

Technical & Prof

Admin & Support

Performance

Delivers Results

X

X

X

X

X

Delivers a relevant, accurate, and timely work product, which can be modeled and adapted by others

Steadfastly pushes self and others for results

Understands business objectives and applies knowledge to all work output

Maintains/establishes high quality standards in all work products

Vision & Strategy

X

Researches and accurately anticipates future trends and consequences

Articulates competitive and breakthrough strategies that challenge convention and capitalize on opportunities

Works with others to develop strategy to achieve business unit or function potential

Wins support and acceptance for short and long term plans

Motivating

X

Invites input from subordinates and others, and shares visibility when developing and assigning tasks to accomplish plans

Is able to assess others' "hot buttons" in order to individualize challenging work goals and assignments

Communicates the importance of each person's works tasks and how those tasks relate to others' work as well as the big picture

Brings individual and team performance in line with the needs of the business

Work Planning

X

X

X

X

Accurately scopes length and difficulty of tasks/projects and delegates work evenly to the team based on individual skills and development needs

Applies project planning tools and techniques (e.g., work breakdown structure, GANTT chart)

Closely follows plan to complete milestones according to cost, time, and quality standards

Measures performance against goals and takes required corrective action

Succession Planning

X

Identifies top and skilled performers, and provides challenging /stretching tasks and assignments to those top performers

Mentors rising performers to help them coordinate and execute personal development plans

Delegates tasks that compel an individual to exhibit leadership abilities

Develops a group of second-tier business unit leaders

Problem Identification & Resolution

X

X

X

X

Approaches proper resources and asks relevant questions in order to identify potential problems and develop alternative solutions

Analyzes alternative solutions to old problems and develops new ideas which lead to practical solutions

Involves others in identifying problems and developing/implementing solutions

Identifies underlying or hidden patterns to understand the core cause of a problem as a means for developing a long-term solution

Problem Prevention

X

X

When developing and executing project plans, proactively seeks input on barriers which might delay or doom the project for failure

Establishes service standards that allow others to document patterns or behavior that could lead to future problems

Actively networks with customers, both internal and external, to discover problems exhibited from similar projects

At the conclusion of a project, meets with the team to discuss unforeseen problems, brainstorming ideas for catching similar barriers in upcoming projects

Managing Profitability

X

X

Assesses short and long-term profitability when making decisions to deploy projects and work teams

Analyzes financial results to identify profit-enhancing steps

Establishes procedures and training which align with profit-enhancing steps

Contributes to profit enhancement beyond own business unit

SPIRIT Value

Competency

Customer Service

Sales

Executive & Mgmt

Technical & Prof

Admin & Support

Integrity

Gains Trust of Others

X

X

X

X

X

Follows through on promises and commitments

Sought by others and an advisor

Maintains confidences and shows discretion in communicating

Matches words and actions

Recruiting/Hiring

X

Develops and maintains pipeline of diverse candidates with required skills

Gathers information by effective use of interviewing techniques

Hires people that meet expectation

Describes NorthWestern and Partner Entities effectively in discussions with prospective employees

Development Planning

X

Uses the SPIRIT Performance Management System, Tools, and Competencies to identify development needs for self and others

Translates identified needs into appropriate development plans for self and others

Allocates time and budget required for development plans to be carried out for self and others

Monitors adherence to direct reports' development plans

Evaluation and Rewarding

X

Uses SPIRIT Performance Management System, Tools, and Competencies to assess team member performance

Evaluates performance based on demonstrated competencies

Provides ongoing feedback and interim evaluations

Links evaluation to appropriate rewards and recognition

SPIRIT Value

Competency

Customer Service

Sales

Executive & Mgmt

Technical & Prof

Admin & Support

Respect

Coaching & Training

X

X

X

X

X

Provides ongoing coaching to team members

Gives candid feedback that helps team members grow

Is seen as approachable/accessible concerning development issues for self and others

Contributes highly skilled team members to other parts of NorthWestern and Partner Entities

Listens Effectively

X

X

X

X

X

Checks for understanding in order to ascertain meaning when others speak

Uses probing questions in order to be sure of meaning

Listens attentively to different points of view, criticism, and objections without becoming defensive

Remains respectful, empathetic, and open-minded when dealing with differences of opinion

Building Business Relationships

X

X

X

Uses social contacts to enhance business relationships

Organizes and leverages personal contacts to strengthen prospect, customer, and NOR/PE relationships

Seeks business opportunities from all relationships and takes immediate action to capitalize on these opportunities

Anticipates and communicates available options and alternative approaches to reach objectives while strengthening business relationships

Acts Independently

X

X

X

Handles work with minimal supervision

Takes on non-routine work with little or no direction

Initiates actions without requiring direction or guidance

Motivated by goal achievement rather than needs for security and assurance

SPIRIT Value

Competency

Customer Service

Sales

Executive & Mgmt

Technical & Prof

Admin & Support

Innovation

Systems Information Technology

X

X

X

X

X

Uses systems to manage NOR/PE business relationships

Uses technology to improve results

Readily learns new applications

Applies Information Technology knowledge to resolve problems and reach outcomes

Embraces Change

X

X

X

X

X

Works comfortably with changing processes and priorities

Focuses on essential priorities in the midst of chaos

Champions and encourages innovation and change

Helps others adapt to change

New & Additional Business

X

X

X

Identifies and initiates new business opportunities

Engages appropriate resources in pursuing possible business

Anticipates customer needs and takes the necessary steps to build business opportunities

Negotiating Skills

X

X

X

Develops strategies to ensure favorable results for NorthWestern and its Partner Entities

Sets parameters for acceptable resolution

Formulates persuasive arguments

Engages in bargaining that leads to win-win solutions

SPIRIT Value

Competency

Customer Service

Sales

Executive & Mgmt

Technical & Prof

Admin & Support

Teamwork

Works Effectively In Teams

X

X

X

X

X

Creates environment of mutual support and trust

Builds commitment to goals and common purpose

Contributes actively to team discussions and work assignments

Models open and constructive communication

Adapts to Work Effectively With Others

X

X

X

X

X

Learns other team members' concerns and expectations

Shows flexibility and ability to modify preferred operating style

Varies communication to needs/preferences of others

Contributes to setting shared goals for the group and works to meet them

Communicates Effectively

X

X

X

X

X

Written communication is concise, clear, and accurate

Oral communication is clear, brief, and persuasive

Builds rapport during group discussions/presentations

Checks for understanding/receipt of intended message