AIS Values
AIS is a proud member of AD and we have adopted the 34 AD fundamentals as our own.
Serve Others. Deliver on Our Promises. Make it better. That’s the AD Way.
These 34 “Fundamentals” describe the key behaviors that have contributed to our success and are essential for maintaining quality service to our customers, suppliers, and associates.
DO WHAT’S BEST FOR OTHERS
In all situations, do what’s best for our customers and your fellow associates. Care about others and put their needs ahead of your own. There’s no greater way to build a great reputation than to steadfastly do what’s right for others.
DO THE RIGHT THING, ALWAYS
Demonstrate an unwavering commitment to doing the right thing in every action you take and every decision you make, even when no one’s looking. Always tell the truth. When you make a mistake, own up to it, apologize, and try to make it right.
BE A FANATIC ABOUT RESPONSE TIME
People expect us to respond to their questions and concerns promptly, whether it’s in person, on the phone, or by email. This includes simply acknowledging that we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.
DELIVER LEGENDARY SERVICE
Do the little things as well as the big things, that blow people away. Create loyalty and value by going the extra mile and doing the unexpected. Create extraordinary experiences they’ll tell others about. Make someone’s day.
CREATE A TONE OF FRIENDLINESS AND WARMTH
Every conversation, meeting, phone
call, email, text and voice mail sets a tone and creates a feeling. Pay attention to every interaction and be sure you are setting a tone of friendliness, warmth, and helpfulness.
MAKE QUALITY PERSONAL
Demonstrate a passion for excellence and take pride in the quality of everything you do. Always ask yourself, “Is this my best work? Is this what I would want to see or receive?” Everything you touch has your signature. Pay attention to the details. The goal is to get things right, not simply to get them done.
WALK IN OTHERS’ SHOES
Understand your internal and external customers’ worlds. Know their challenges and frustrations. See things from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.
BRING IT EVERY DAY
Your attitude is contagious. Be positive and have a passion for what we do. Be thankful for each day and approach every task with energy, focus, purpose, and enthusiasm. Provide encouragement to others and lift them up with positive energy.
GET CLEAR ON EXPECTATIONS
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not
clear on what they expect of you. Be honest about what you can’t do. End all meetings with clarity about action items, responsibilities, and due dates.
TREAT EVERYONE WITH DIGNITY AND RESPECT
Treat each other and our customers
with consideration and appreciation, regardless of their background, title, appearance, or values. Everyone is worthy of respect and care. If you feel disrespected, speak up.
COLLABORATE
Reach out to all the key stakeholders even if it’s time consuming. Get their input and provide your own, when people reach out to you. Don’t worry about unanimity, work on getting to a consensus. Make the best decisions you can, explain them fully, and be sure to acknowledge everyone’s contributions.
HONOR COMMITMENTS
Do what you say you’re going to do, when you say you’re going to do it. There is no better way to build trust. This includes being on time for all phone calls, appointments, meetings, and promises. If a commitment can’t be fulfilled, speak up and agree on a new deliverable to be honored.
SHOW PEOPLE THAT YOU CARE
Listen for and pay attention to the things that make people special. Utilize in‐person encounters, handwritten notes, emails, impressions, and phone calls to acknowledge their specialness and achievements in a way that means the most to them. Get to know the people around you and show them you care.
OWN IT
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through to their completion. Be accountable for your actions and behavior.
SHARE INFORMATION TRANSPARENTLY
With appropriate respect for confidentiality, share information and ideas, up, down, and sideways. Share the good with the bad and in a timely manner. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?” Our business is built on trust. Transparency is essential for trust.
LOOK AND THINK AHEAD
Don’t get blindsided or blindside someone else. Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Prevent issues rather than fix them.
DELIVER RESULTS
While we appreciate effort, we reward and celebrate results. Followup on everything and take responsibility to ensure that tasks get completed. Set high goals, use measurements to track your progress, and hold yourself accountable for achieving those results.
CELEBRATE SUCCESS
Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization. Be generous with your praise.
ALWAYS ADD VALUE
Regularly reevaluate every aspect of your job to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Guard against complacency. Find ways to get things done better, faster, and more efficiently. Make it better!
PRACTICE BLAMELESS PROBLEM SOLVING
Apply your creativity, spirit, and enthusiasm to developing solutions, rather than pointing fingers and dwelling on problems. Identify lessons learned to improve our processes so we don’t make the same mistake again. Get smarter with every mistake. Learn from every experience.
WORK ON YOURSELF
Sharpen your saw by learning new skills and working to improve yourself. Seek out and take advantage of every opportunity to gain more knowledge and to become a greater expert. Challenge yourself to be innovative and creative. Take risks and get uncomfortable. Be a lifelong learner.
BE HUMBLE
The world doesn’t revolve around any one of us. Don’t let your personal
agenda or ego get in the way of doing what’s best for the team. Worrying about who gets credit or taking things personally is counterproductive. Seek input and be open to feedback. Make sure every decision is about advancing team goals and a result of collaboration.
BE A MENTOR
Take responsibility, both formally and informally, to coach, guide, teach,
and mentor others. Be aware when someone might need help and be available. The best way to influence others is through your own example. Walk your talk.
LISTEN GENEROUSLY
Listening is more than “not speaking.” Be present and engaged and open to points of view that are different than your own. Don’t shoot the messenger. Allow others to express themselves without judgement and let go of the need to agree or disagree. Sometimes we need to hear what’s being said. Listen with care and empathy. And above all, listen to understand.
BE HONEST
Tell people what you really think, but in a forwarding way. Address issues directly with those who are involved or affected. If you don’t know something, say that you don’t. If someone isn’t getting it done, let them know. If you aren’t being respected, speak up.
ASSUME POSITIVE INTENT
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgements and preconceived notions. Mistakes will be made – give people the benefit of the doubt. Be forgiving!
ASK PEOPLE WHO KNOW
Wisdom is everywhere; it’s not confined to a certain age, title, pay grade, or tenure. Learn from everyone. Experience matters too. People who’ve done it before, know what it takes to get it done. Make better decisions by gathering as much knowledgeable input as you can.
SPELL IT OUT
Talk plainly. Make clear and direct statements and requests. Write in
short, simple sentences. Use pictures if you can! Don’t just provide information. Explain the meaning and significance of what you are communicating. Avoid using code words, jargon, and acronyms, unless you’ve explained them in advance. Number your pages.
HAVE EACH OTHERS’ BACKS
Be there for each other and be willing to step into another role or help a co‐worker when that’s what’s required for success. Reach out beyond your department or division to help each other succeed. Together, we win.
ALIGN WITH CHANGE
What got us here is not the same as what will get us to the next level. Get outside your comfort zone, rather than stubbornly hanging on to old ways of doing things. Be excited by the possibilities that change and growth bring. Be flexible. Get to know the “new” people. When a decision has been made, get behind it and do everything you can to support it.
BE A BRAND AMBASSADOR
Understand and demonstrate a passion for our mission. We’re all responsible for and benefit from a positive AD image and reputation. Promote and protect our name by always putting your best foot forward and acting in a way that brings honor to us all.
MAINTAIN A HEALTHY WORK‐LIFE BALANCE
Take care of yourself at work and at
home. Stay happier, healthier, and more productive by balancing your time between work, community, family life, emotional/spiritual well‐being, and physical fitness.
KEEP IT FUN
While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day and enjoy the journey we’re on together.
GIVE BACK
Be passionate about serving and helping others. Regularly seek out opportunities to assist those in need. Express gratitude for the help you’ve been given at work and in life by paying it forward and giving back!