Competency Mapping

An Instrument for Individual

and Organizational
Development
By
Santosh Bagwe
Bhairavi Bhatt
Why every body is not Dhirubhai
Ambani , Ratan Tata , Manmohan
Singh , Kiran Bedi , Medha Patkar ,
Narayan Murthy?
Why I am not successful in all the
jobs wherever I work
What is success
 Luck
 Hard Work
 Opportunity
 God Father
 Family Back ground
 Knowledge
 Skills
 Behavior
Let’s Discuss Reliance
 Successful in petro chemical , Textile
, Info Com

 But
miserably failed in retail , petrol
pump
Let’s Discuss ITC
 Successful in Cigarettes

 But struggling in Food Division

Let’s Discuss Insurance Sector
 Inspite of stiff competition , LIC is
still growing

 But all others are struggling

Let’s Discuss Banking Sector

There is cut – throat competition between SBI

and ICICI Bank but still both are growing

And Finally
 Where is Orkut now

 Whereare premier Auto mobile ,

General Motors

 Why Kingfisher, a liquor company is

successful in Airline business
So Let’s Again Define Success
 Identifying factors which make me successful
 Exploring myself
 Analyzing the gap between successful factors and
my self
 Bridging the gap
 Foreseeing the future
 Follow the same process
Here Start Competency Mapping
 What is competency
 Refers to behavior by which it is

achieved

 Why competency
 Quality Manpower

 Higher Performance Organization

THE CONCEPT OF “OBSERVABLE
BEHAVIOUR

Hidden: Self Concept, Trait, Motive

UNDERLYING CHARACTERISTIC
Drive, Direct & Select towards certain action or goals

MOTIVE Achievement motivated people will consistently set

challenging goals, take personal responsibility, use
feedback to do better
Consistent responses to situations or information.

TRAITS People will act above and beyond call of duty to

solve problems under stress

SELF - A person’s attitudes, values and self image. People

who do not like to influence others motives struggle
as leaders
CONCEPT
Specific content areas. Which facts exist that are

KNOWLEDGE relevant to a specific problem and where to find

them
Ability to perform a certain activity. Mental or

SKILL cognitive skills to handle complexity

EXHIBITION OF COMPETENCIES?
Outputs Products +
Services

Behaviors
Actions +

Capabilities
Thoughts +
Feelings
RESULTS
Knowledge +
Skill +
Attitude

Competencies are a person’s capabilities in the form of

knowledge + skill + attitude, which gets reflected thorough a
persons behavior in the form of actions + thoughts + feelings and
finally manifests itself in outputs which are products and services
Competency Mapping At Healthcare
Company having more than 50 Clinics

 Competency model

 Competency Frame work

 Type of Competency -
Threshhold, Differentiate, Functional

 Level of competency
Competency model
Competency Frame work at Healthcare Company having more than 50
Clinics
Type of Competency
 Threshold Competency

 Differentiating Competency

 Functional Competency
Threshold Competencies

The essential characteristics that everyone in the job needs

to be minimally effective, but this does not distinguish
superior from average performers.
Differentiating Competency

The characteristics, which differentiate superior

performers from average performers, come under this
category; such characteristics are not found in average
performers.
Functional Competency

These distinctive competencies are grouped for each job

within the organisation. The goal is to optimize
performance by having the technical skills to perform the
job
Application Of Competency Mapping
Staffing

Rewarding Organizing

Performing Learning
THRESHOLD COMPETENCIES – Healthcare Company having more than 50 Clinics
Functional Basic
Carry his or her fair share of
workload
Take responsibility for own
mistakes does not blame others
Honesty (Personal Follow the rules and regulation of
Credibility) the organisation
Use work time for organisational
matters and not for personal
matters
Pursues work with energy, drive,
a need for completion
Provide services to internal and
Focus external customers in a respectful
manner, accurately and on time
Does not waste supplies,
inventory or office materials
Respects the property of
Cost Consciousness organisation and takes steps to
prevent damage to materials or
equipment.
Suggest cost-saving measures
Advance
Report fraud, corruption and
maladministration
Honours the confidentiality of matters
and does not use it for personal gains or
the gains of others
Act Decisively against corrupt and
dishonest conduct
Understands the organizations
priorities
Focuses time and resources on
activities that will yield the greatest
benefit
Remove the road blocks that impede
his or her subordinate to perform
Eliminates nonessential activities.
Identifies wasteful practices and
opportunities for optimizing resources
used
Expert
Creates an environment where
integrity, honesty and
accountability flourish
Creates a culture of accountability
Is fully responsible for all actions,
even if it reflects negatively on self
or organisation
 Work effectively under pressure
– balances multiple objectives
 Focuses performance
improvement on the reduction of
the time required to perform work
and elimination of unnecessary
work
Ensure that all activities add value
either by lifting potential revenue or
reducing or controlling cost.
Considers costs, benefits and
risks when making and
implementing decisions.
 Does more than what is normally
required in a situation
Works independently completes
assignment without constant
supervision
Initiative
Take time to get to know co
workers, to build rapport and
establish a common bond
Develops and maintains the
positive work relationship with
others
Treat all the people with dignity
Put his or herself in another
Relationship Building positions and demonstrate,
compassionate and consideration
and care
Identify what needs to be done and
takes action before being asked or
before situation requires it.
Takes actions to avoid or minimize
potential problems or maximize potential
opportunities in the future by drawing on
extensive personal experience.
Implements contingency plans when
crises arise.
Proactively anticipate and address the
concerns of employees, PS, upper
management and customers
Keep conflict resolution professional
and not personal
Attentive to understand the views of
others
Manages conflicts with others in ways
that preserve good relations.
Resolves differences between people
using persuasion, diplomacy and logic.
Fosters an environment that
anticipates and acts upon potential
threats and / or opportunities.
Defines and addresses high level
challenges that have the potential.
Encourages initiative in others
Contributes to an environment
where differences are valued and
encouraged
Recognizes others for
contributions and commitment
Encourage people to bring difficult
issue into the open.
DIFFERENTIAL COMPETENCIES - Healthcare Company having more than 50 Clinics

Basic Advance Expert

Functional
 Exerts unusual efforts to achieve
goals
 Creates own measure of
Target Achievement excellence
 Consistently achieves established
expectations through personal
commitment
 Doing the job as per set
processes and procedures
 Avoid deviations from processes
Process Driven
and procedures
 Actives seeks and suggests
better ways of doing the job
 Sets priorities for task in order of
importance
Time /Work  Completes tasks in accordance
Management/ with plans
Planning  Direct issues and problems to
seniors and concerned when
unable to resolve
 Demonstrate willingness to try
new approaches
 Accepts that things will change
Adaptability  Ability to adjust to others in order
to improve interpersonal
relationship
 Has a strong sense of urgency about
solving problems and getting work
done.
 Find or creates way to measure
performance against goals
 Maintain commitment to goals in the
face of obstacles and frustration
 Minimizing cost and time
 Actively seeks and suggests better
ways of getting the job done
 Translates ideas into specific
tasks/actions to improve operations
 Set, communicates and regularly
assess priorities
 Defines work plan with tasks, time
frames, milestones, resources and
dependencies
 Anticipates problems and prepares
countermeasures
 Shifts priorities, changes, style and
response with new approaches as
needed to deal with new or changing
demand
 Empowers teams to achieve
goals by providing resources,
training, responsibility and
authority
 Hold staff accountable for
achieving standard of excellence
and results for the organizations
 Resource management
 Ensures alignment of authority,
responsibility and accountability
with organisational objectives
 Develops strategic plans
considering short terms
requirements as well as long
term
 Sets standards and norms and
plans for the total efficiency of
function
 Maintains composure and show
self control in the face of
challenges and change
 Functional Competency – Finance & Accounts
Basic Advance Expert
Functional
 Detection of errors, frauds and  Implements, documents,
illegal acts. and validates appropriate
 Basic knowledge of Company Law,
Direct and Indirect Law, Labour  Differentiates between
Law. substantive and
Auditing  Understands the role of the compliance testing and
internal auditor in the audit knows which audit
planning process. procedure to apply.
 Co – coordinating with Internal,
statutory and tax Auditors for
preparing Schedules and Reports.
 Generating various MIS reports and  Conceiving, designing and
monitoring movement of key supervising the
business indicators viz. Debtors preparations of MIS
Control & Fund Flow Management, reports to provide
Cost and inventory. feedback to top
MIS - Financial  Managements to facilitate the management on business
Planning decision making process. performance.
Cost – Volume – Profit analysis.  Preparation of MIS as per
 Allocation of overhead costs, under requirement of
applied and overhead treatment management.
and causes, absorption and
variable costing.
Functional Competency – Finance &
Accounts
Functional Basic Advance Expert
 Knowledge of double  Conduct research into
entry accounting generally accepted
concepts. accounting principles.
Revenue -  Vendor Payment and  Ability to identify and
Payment and reconciliation, Bank analyze software tools
Bank reconciliation and that facilitate the
branch reconciliation. processing or retrieval of
 Knowledge of TDS. financial data.

 Knowledge of direct and

indirect tax (Income tax,
wealth Tax, service tax
Taxation & etc).
Finalization  Identifies tax issues, using
an understanding of basic
tax laws applicable to the
organization.
Functional Competency – HRD
Functional Basic Advance Expert
 Understanding of  Preparation of Job  Driving recruitment
Job requirement. Description function to minimize
 Very consistent in  Man power planning the gap
sourcing resumes in  Salary Negotiation  Quantitative
Recruitment the least turnaround  Induction analyses required to
And time.  Conducting Probation assess past and
employee  Able to identify right Appraisal future staffing (for
Orientation individual for the example, cost
right job  Reliability and validity of benefit analysis,
 Completing joining selection costs per hire,
formalities. tests/tools/methods. selection ratios, and
adverse impact).
 Payroll is prepared  Ensuring all deduction  Expert knowledge of
within designated of statutory and filling of PF , ESIC , TDS on
timeliness in the challan on time salary , PT and
accordance with  Developing of MIS Labour laws
Time office , organizational related to payroll.  Dealing with
policy and  Focuses on applying government bodies.
Payroll & procedures. the technical knowledge  Devising incentives
Compliance  Knowledge of PF , and analytical thinking and variable Pay
ESIC , PT , TDS on necessary to design methods to foster
salary , Labour law, and implement system. the business.
Doctors registration
etc
 Functional Competency – HRD
Basic Advance Expert
Functional

 Administrating  Designing of Training  Designing the

performance Program. reward ,
appraisal system engagement activity
and method.  Conducting training  Devising
 Administrating analysis. Development plan
Performance
Incentives method.  Based on performance for Star performance
Management
 Co ordination of appraisal suggesting  Delivering training
And Training &
Training program. various actions to programs
Development
management  Succession planning
 Implementing for Key position.
management decisions  Creates Value
related to performance based organization
culture.
 Administrating  Designing new policies  Union negotiation
rewards and for employee
engagement engagement
Employee activities.  Designing Fun calendar
Relation and  Handling Employee  Establishing and
Engagement grievances. maintaining good
relationships between
employers and
employees
Functional Competency – Doctors
Functional Basic Advance Expert
 Homeopathic  Homeopathic philosophy  Knowledge of Modern
Philosophy by by Robert, Clark Philosophies by Dr.
Hanehman Organon  Practical Application of Vijaykar, Dr.
of medicines Philosophy in routine Shankaran
 Basic Knowledge of practice  Experimenting and
Homeopathy 300 Homeopathic  Basic Knowledge of 700 developing new
Knowledge remedies with their homeopathic remedies approaches of uses of
drug pictures with their drug pictures philosophy
 Basic knowledge of  Proper selection of  Basic knowledge of
different repertories Rubrics according to the 1500 homeopathic
case remedies with their
drug pictures
 Communicating with  Appropriate  Analyzing what needs
the client about the communication with to be cured –
nature of the clients both during and determining the
homeopathic between follow-ups. central disturbance
interview and the  Appropriate scheduling of and themes of the
nature of follow-ups based on case based on
Case Taking homeopathic strategy of treatment, distinguishing
treatment, including anticipated remedy symptoms in the
its limitations. This action, prognosis and the mental, emotional &
should take place client’s needs. physical spheres.
prior to formal case  Converting symptoms
taking into repertory
language
 Functional Competency – Doctors
Functional Basic Advance Expert

 Knowledge of the
psychological and
emotional functioning of
individual

 Knowledge of
alternative medicine

 Facility in effective and

sensitive interviewing
attitudes and
Consultation Skill
techniques that will
enable individuals to
reveal and talk through
relevant issues in their
physical, mental and
emotional health.

 The ability to recognize

and interpret significant
aspects of a client’s
appearance, body
language, speech and
behavior.
Functional Competency – Operation & Admin
Functional Basic Advance Expert
 Optimum  To lay down proper  To prepare MIS
Availability & system which keep the report on Cost
utilization of track of all bills received Volume Profit
housekeeping on time and after Analysis on
Material
consumables. verification and purchase
Manageme
 All expiry stock of approval send to  To ensure no
nt
medicine or any accounts for payment excess/ shortage of
other discarded on  To ensure no excess/ stock, at store or
correct time and its shortage of stock at organizational level.
proper disposal. Zonal Level.
 To co-ordinate with  To gather information  All necessary plans
venue vendor related to Event (Date, for inauguration of
 To communicate No. of person, Venue, the clinic
Event
correct details for Cost, Timing etc.)  To ensure timely
Manageme
event (location  To identify the venue, and accurate
nt
wise, time wise etc compare the venues payment for all
&
to invitees) available & finalize the vendors.
Back office
 To arrange for most suitable cost wise,  To make corporate
administrat
tickets, hotel location wise, etc. tie-up with suitable
ion
booking etc for vendor from cost &
invited members. service point if
required.
 Functional Competency –
Operation & Admin
 Timely payment of
property tax.
 Temporary Licenses for
local events
management
 To ensure Payment of
Security Deposit and
Monthly Rental
Payments to the
Property
respective Property
Manageme
owner without late
nt And
payment charges
Complianc
 To surrender of
es
Property on cancellation
of contractual period,
refund of security
deposit to Company
 To renew of the
Property on expiry of
period, execution of
deeds, and possession
of property
Competency Based HR Practices
Competency Based Recruitment
 Check the industry and organization of candidate
– Culture fit

 Designing interview questionnaire based on

competencies

 Conducting employee reference check on

competencies
Examples of Questionnaire
 Results Orientation
 Tell me about a time when you missed a
deadline . What were the consequences ?

 What did you do differently the next time

you faced a deadline ?
Competency based PMS
 Appraisal forms will have adequate weightage for
competencies

 Employee behaviour will be noted based on

competencies

 Feedback to employees will be also based on

competencies
Performance Appraisal Questionnaire
 Competency : Problem Solving
 Question at time of Appraisal
Give me an example of a problem at work that
you just couldn’t solve . What did you do ?

Give me an example of a difficult problem you

solved at work and describe how you went about
solving it .
Competency based promotions, job
rotations

 Any changes in employee profile be it by

promotion or rotation must be validated
through competencies
Competency based Training
 TNA should be done based on competencies

 Not only current competencies but future

competencies

 Training effectiveness also to be evaluated based

on changes in bahaviour related to competencies