Give an example to illustrate how you have improved the experience of 1) your internal customers, and 2) your external customers. How did you determine improvement was needed and how have you determined the effectiveness of the improvement? Describe a change you are responsible for that improved the performance of your work area or organization. How did: 1) you come up with the idea for the change, 2) you go about implementing the change, 3) staff respond to the change, and 4) you measure the outcome of the change? In looking back, what things would you do differently? Explain a specific situation where you met resistance from your staff or work group about a directive that was mandated. Explain your role by describing dialogue related to the situation. Specifically, what measures did you incorporate? What did you learn about group resistance? What was the ultimate outcome? Why do you want this job/ what do you know about this job and how does your skillet apply to this job. What are your strengths.
