P. 1
30836300-HB-of-Competency-Mapping

30836300-HB-of-Competency-Mapping

|Views: 980|Likes:
Published by dipikamanvar

More info:

Published by: dipikamanvar on Mar 25, 2011
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

12/26/2012

pdf

text

original

Sections

  • Fig. 1.2: Strategy Linked Action Plan
  • Table 1.2: Core Competencies vs. Workplace Competencies
  • Fig. 2.1: Linking HR Processes to Organizational Strategy
  • Table 2.1: Competency Model for Sales Associates
  • Table 2.6: Competencies for Maruti Udyog Ltd
  • Table 4.1: Durations of Competency-based HR Applications
  • Table 4.4: Competencies with Definitions and Ratings
  • Table 4.6: 360-degree Feedback Questionnaire
  • Box 4.4: Succession Planning Candidate Evaluation Form
  • Box 4.6: Format of Competency-based Applications
  • Table 5.1: Sales Competencies Deserved by Customers
  • Table 5.2: Sources of Competency Information
  • An Example
  • Box 9.1: Generic Competency Model for Leadership Role
  • Box 10.1: Competency Model for HR Head
  • Box 10.2: Competency Model for HR Manager
  • Box 10.3: Competency Model for HR Executive
  • Table 11.1: Competency Model for Regional Manager
  • Box 11.2: Competency Model—HPCL
  • Box 11.3: Competency Profile—HPCL
  • Box 11.5: Competency Model—GHCL

The Handbook

of
Competency Mapping
The Handbook
of
Competency Mapping
Understanding, Designing and
Implementing Competency
Models in Organizations
Second Edition
Seema Sanghi
Copyright © Seema Sanghi, 2007
All rights reserved. No part of this book may be reproduced or utilized in any
form or by any means, electronic or mechanical, including photocopying,
recording or by any information storage or retrieval system, without permission
in writing from the publisher.
First published in 2007 by
Response Books
Business books from SAGE
B 1/I1, Mohan Cooperative Industrial Area
Mathura Road
New Delhi 110 044
Sage Publications Inc
2455 Teller Road
Thousand Oaks, California 91320
Sage Publications Ltd
1 Oliver’s Yard, 55 City Road
London EC1Y 1SP
Sage Publications Asia-Pacific Pte Ltd
33 Pekin Street
#02-01 Far East Square
Singapore 048763
Published by Vivek Mehra for Sage Publications India Pvt Ltd, typeset in
10.5/12.6 pt CG Times by Innovative Processors, New Delhi, and printed at
Chaman Enterprises, New Delhi.
Library of Congress Cataloging-in-Publication Data
Sanghi, Seema, 1961–
The handbook of competency mapping: understanding, designing and
implementing competency models in organizations/Seema Sanghi.—2nd ed.
p. cm.
Includes bibliographical references and index.
1. Core competencies. 2. Organizational effectiveness. 3. Strategic planning.
4. Management. 5. Employees—Training of. I. Title.
HD30.28.S266 658.4’012—dc22 2007 2007040868
ISBN: 978-0-7619-3598-8 (Pb) 978-81-7829-761-3 (India-Pb)
The Sage Team: Leela Kirloskar, Koel Mishra, and Rajib Chatterjee
To,
Pradeep, Prateek and Sakshi
Contents
List of Tables xiii
List of Figures xv
List of Boxes xvii
Preface xix
Acknowledgements xxi
PART ONE
Chapter One: Introduction to Competency 3
What is Competency? 8

Competencies for Competitive Advantage 13
Myths about Competency 15
A Quick Glance at the History of Competency 18
Chapter Two: Developing Competency Models 20

Hiring the Best Available People 25

Productivity
Maximization 26

Enhancing the 360-degree Feedback
Process 26

Adapting to Change 26

Aligning Behaviour
with Organizational Strategies and Values 27
Various Models 28
Development of the Personal Competency Framework 29

The Personal Competency Framework 29

The Lancaster
Model of Managerial Competencies 31

Level One 33

Level Two 33

Level Three 34
Transcultural Managerial Competencies 35

Personal Competency Framework—Maruti Udyog Ltd 36

Planning to Develop a Competency Model 37
viii The Handbook of Competency Mapping
Chapter Three: Issues Related to Developing
Competency Models 42
Is the Organization Serious about it? 42
What is the Goal—Quality or Excellence? 43
Is the Development Effort Periodic or Continuous? 44
Is the Assessment a Continuous Process or is it
a One-time Endeavour? 44
Are the Competencies Reflecting Current Activities
or Future Activities? 45
What should be the Time Frame for the Project? 45
How will the Organization Use the Results? 46
What is the Value Addition for the Organization? 47
What is the Value Addition for Employees? 47
How will the Determinants of Success be Measured? 48
What are the Desired Outcomes? 48
Who is the Owner of the Process? 49
Who All will be Targeted? 49
Who All will be Involved in Development? 50
Who will be Assessed and by Whom? 50
How to Validate the Assessments? 53
How will the Competency Project be Communicated
to the Employees? 54
Chapter Four: Competency-based Application 55

Position Requirement 57

HR Competence Audit 58

Analysis 61
Position Fulfilment 61
Performance Management 64
Promotion 71

Competency Models Can Enhance HRM Systems 71

Benefits of Using a Competency-based Selection System 75

Benefits of Using a Competency-based Training and
Development System 78

Benefits of a Competency-based
Performance Appraisal System 79

Benefits of Using
a Competency-based Succession Planning System 80
Chapter Five: Formation of a Competency
Framework 82
Sources of Competency Information 82
Contents ix
Position Documentation 85
Process Documentation 87
Existing Documentation 90
Personnel Development Resources 91
Interviews 92
Behavioural Event Interview 93
Behavioural Description Interview (BDI) 95
Behavioural Event Interviewing Methodology 96

Teams 101

Benchmarking 102
Established Models 104

Management Directed 104

Third-party Models 105
Case in Point—One 109

Template 1: Organization Chart—Functional Heads 110

Template 2: Sequence of Operation for Production of XYZ 111

Template 3: Quality Management System—General
Requirements 112

Template 4: Quality Management System—Documentation
Requirements 112

Template 5: Quality Management System—Quality Manual 113

Template 6: Quality Management System—Control
of Documents 113

Template 7: Quality Management System—Control
of Records 114

Template 8: Management Responsibility—Management
Commitment 114

Template 9: Management Responsibility—Customer Focus 115

Template 10: Management Responsibility—Quality Objectives 115

Template 11: Management Responsibility—Responsibility
and Authority 116

Template 12: Measurement, Analysis and Improvement—
Monitoring and Measurement 117

Template 13: Performance Appraisal 118
Case in Point—Two 120

Unique Role 120

Primary Responsibility 120

Reporting Structure 122

Key Results Areas (KRAs) 123

People Responsibilities 125

Financial Authority 125

Primary Interactions—Internal 126

Primary Interactions—
External 126
Chapter Six: Competency Mapping
and Assessment Centres 127
How were the People Assessed Earlier 128
A History of Assessment Centre 128

Assessment Centre in the UK 128

Assessment Centre in the
USA 129

The Use of Assessment Centres in the Industry 130
Types of Exercises 134

Off-the-shelf Exercises 136

Customized Exercises 138

External Centre 138

Non-exercise Material 139

Ratings by Self and Others 139

360-degree Feedback 140

Best Practice 141

Tests and Inventories 142

Projective Techniques 143
Chapter Seven: Resistance and Recommendations 144
Advocate the Project Effectively 144
Identify the Key Stakeholders and the Expected
Levels of Support 145

Categorize Your Stakeholder 145

Stakeholders’ Map 145

Reasons for Lack of Commitment 146

Resistance and
Recommendations: Why and How? 147
PART TWO
Chapter Eight: Generic Competency Dictionary 153
Generic Competency Dictionary 153

Adaptability 153

Ambition 153

Analytical Reasoning 153

Appraisal 153

Compliance 154

Decisiveness 154

Delegating 154

Developing Others 154

Empathy 154

Entrepreneurialism 154

Fact Finding 154

Flexibility 154

Following Through 155

Independence 155

Influencing 155

Initiative/Creativity 155

Innovation 155

Integrity 155

Interpersonal Sensitivity 155

Intuition 155

Learning
Ability 156

Listening 156

Negotiating 156

Numerical
Reasoning 156

Oral Communication 156

Performance
Orientation 156

Personal Impact 156

Political and
Organizational Awareness 156

Prioritizing 157

Resilience 157

Risk Taking 157

Self-awareness 157

Self-confidence 157

Sociability 157

Strategic Planning 157

Teamwork 157

Tenacity 158

Time Management 158

Troubleshooting 158
x The Handbook of Competency Mapping

Vision 158

Vitality 158

Written Communication 158

Rating/
Scale of Competencies 161
Chapter Nine: Generic Competency Model for
Leadership Role in any Organization 164
Competency Clusters for General Leadership Model 164

Thinking Capabilities 165

Leadership Effectiveness 167

Self-management 169

Social Awareness 171
Leadership Assessment Questions 172
Leadership Assessment Matrix 174
Chapter Ten: Competency Model for HR 176
Human Resource Head 176

Strategic Thinking 177

Business Acumen 177

Relationship Building and Networking 178

Team
Leadership and Development 178

Results Orientation 178

Impact and Influence 179

Communication 179

Personal
Effectiveness 179

Internal Customer Orientation 180

Human Resource Expertise 180

Change Leadership 180
Human Resource Manager 181

Internal Customer 181

Relationship Building 182

Job Knowledge 182

Knowledge of Government and Clients’
Business 182

Teamwork 183

Results Orientation 183

Impact and Influence 183

Problem Solving 184

Communication 184

Personal Effectiveness 184

Flexibility 185
Human Resource Executive 185

Internal Customer 186

Human Resource Expertise 186

Teamwork 186

Results Orientation 187

Communication 187

Personal Effectiveness 187
Chapter Eleven: Leadership Competency Model for
Automobile Industry 189
Leadership Competency Model 189

Visioning 190

Direction and Goal Setting 190

Judgement 191

Holistic View 191

Business
and Customer Focus 191

Inspiring Leadership 192

Learning from Experience 192

Drive to Improve 193
Contents xi
xii The Handbook of Competency Mapping

Networking 193

Partnership 193

People Development 194

Team working 194
Experiential Sharing

Case in Point—One: Hindustan Sanitaryware & Industries
Ltd.—An Experience 194

Case in Point—Two: HPCL—
An Experience 196

Case in Point—Three: GHCL—An
Experience 206

Competency Model 208
Glossary of Terms 211
References 221
Index 224
About the Author 228
List of Tables
1.1 Environmental Imperatives 5
1.2 Core Competencies vs. Workplace Competencies 13
2.1 Competency Model for Sales Associates 22
2.2 The 45 Competencies 30
2.3 Performance Rating Scale 31
2.4 Importance Rating Scale 31
2.5 Average Rating and Ranking of Various
Competencies 36
2.6 Competencies for Maruti Udyog Ltd 38
4.1 Durations of Competency-based HR Applications 55
4.2 How Competency-based HR Applications
Focus Behaviour 56
4.3 HR Competence Audit 59
4.4 Competencies with Definitions and Ratings 62
4.5 Selection Interview Questions 63
4.6 360-degree Feedback Questionnaire 67
5.1 Sales Competencies Deserved by Customers 103
5.2 Sources of Competency Information 105
6.1 Grid of Competency Dimensions by Exercises/Tools 132
6.2 A Grid of Ratings 137
8.1 Generic Competency Dictionary 158
8.2 Behavioural Ratings of Various Competencies—
An Example 163
11.1 Competency Model for Regional Manager 197
List of Figures
1.1 HR Becoming a More Strategic Function 6
1.2 Strategy Linked Action Plan 7
1.3 The Interface between Competence and Competency 8
1.4 The Iceberg Model 11
1.5 Central and Surface Competencies 11
1.6 What are Competencies? 12
1.7 Competency Management System 15
1.8 Input Process Output Model 16
1.9 Can Do/Will Do Evaluation Chart 17
2.1 Linking HR Processes to Organizational Strategy 21
2.2 Competency Pyramid Model 23
2.3 The Lancaster (Burgoyne) Model of Managerial
Competencies 32
4.1 Competency-based HR Applications 58
5.1 Aims of BEI 94
5.2 Purpose of BEI 95
6.1 Competency Mapping Model 127
List of Boxes
4.1 Interview Rating Form 65
4.2 Behaviour Examples 68
4.3 Competencies with a Range of Observable
Behaviour on a 5-point Scale 69
4.4 Succession Planning Candidate Evaluation Form 72
4.5 Succession Planning 74
4.6 Format of Competency-based Application 76
9.1 Generic Competency Model for Leadership Role 165
10.1 Competency Model for HR Head 177
10.2 Competency Model for HR Manager 181
10.3 Competency Model for HR Executive 186
11.1 Leadership Competency Model for Automobile
Industry 189
11.2 Competency Model—HPCL 201
11.3 Competency Profile—HPCL 202
11.4 Individual Development Plan Form 203
11.5 Competency Model—GHCL 208
Preface
A
FTER having devoted a couple of years to the study of
competency mapping and consultancy, I observed that both
management and managers are keen to develop a competency
framework in their organization but have little or no idea of what
needs to be done. Though few organizations have a competency-
based human resource system, most of the public and private-sector
organizations are striving to implement it. I also realized that they
are keen to do so but are apprehensive about the current available
paradigms. Borrowing the available models might not be very
effective—sooner or later one’s own model has to be developed.
Thus, the idea to work on this handbook was born. The purpose was
to write a book which will serve as a guide for both the management
and managers striving to develop a competency framework and map
competencies and experiential sharing through case studies.
The text focuses on how to develop and map competencies,
and design competency models. It is designed to help the management
and executives in an organization understand the complexities and
dynamics of competency models and related decision making. It will
help managers to design and implement the appropriate competency
framework. It will also help management students understand the
application and know-how of competency mapping, which is primarily
to develop the capacity to act, implement, and bring performance
improvement in the workplace.
How Does Someone Use This Book?
Part One of the book is divided into seven chapters. At first it
is important to understand what competencies are all about. Once
this is developed, the next step is to understand the ‘what’, ‘why’
and ‘how’ of developing competency models. Management of change
is complex and therefore comprehending the dynamic issues related
to developing a competency framework is necessary. This book
discusses various competency frameworks to help understand these
issues. These need to be integrated with the human resource system.
Once the strategic issues are dealt with, the formation of a competency
framework is the next action. But how should it be done and what
needs to be done? This is explained in Chapter Five, wherein various
possible sources of information have been provided. The next step is
to map these competencies in an assessment centre. In the first year,
resistance is bound to occur and thus the recommendations given in
Chapter Seven will be helpful in the course of implementation. Most
of the chapters are illustrated with figures and tables along with
examples for better understanding. A glossary of Jobs Task Analysis
will be helpful in job analysis, which is one of the most important
tasks in developing competency models.
In This Edition
In Chapter One, business strategy, environmental imperatives
and the changing role of HR as a strategic partner has been added,
widening the horizon with an understanding of business, thereby
leading to the formation of a customized HR strategy.
Chapter Four is supported by two cases in point with templates;
one of a manufacturing organization and another of telecom-
munication, show-casing the kind of information that may be available
in an organization.
Chapter Six has further elaboration on assessment centres in
the UK, USA and in the industry.
The special feature of this new edition is Part Two, which is
the outcome of research and consultancy assignments taken during
the first edition. The Generic Competency Models for Leadership,
HR and Competency Model for the automobile industry will give an
insight to the user while developing a customized model for their
organization. The live examples of Hindustan Sanitaryware Industries
Limited (HSIL), Hindustan Petroleum Corporation Limited (HPCL)
and Gujarat Heavy Chemicals Limited (GHCL), along with the
respective models, individual reports of competency mapping and
potential mapping, will be very helpful for all reader in corporate,
academic and consultancy sectors.
Seema Sanghi
xx The Handbook of Competency Mapping
Acknowledgements
H
AVING worked on this book, I can say that no individual
possesses all the competencies required to write a book on
competencies. However, this work is an attempt to
comprehensively address the issues in and around competency
mapping. In the development of this text, direct and indirect
contributions of several individuals stand out. The first edition was
very well accepted; however, readers specially from the corporate
sector wanted me to share my experience with various organizations
for deeper insight into the subject.
I am grateful to my readers and corporate managers, who gave
me feedback from time to time and helped me come out with this
edition.
I owe special gratitude to my husband, Pradeep and our children,
Prateek and Sakshi, whose patience and support was instrumental in
accomplishing this task.
I also acknowledge my staff whose diligent efforts made this
work possible.
Finally, I would like to acknowledge the efforts of the team at
Response Books who were involved in publishing this book.
Seema Sanghi
Introduction to Competency 1
PART ONE
2 The Handbook of Competency Mapping
Introduction to Competency 3
CHAPTER ONE
Introduction to Competency Introduction to Competency Introduction to Competency Introduction to Competency Introduction to Competency
A
T the heart of any successful activity lies a competence or a
skill. In today’s competitive world it is becoming particularly
important to build on the competitive activities of business.
There has been much thinking about business strategy over the last
three decades, particularly regarding what competencies a business
needs to have in order to compete in a specific environment. Top
management has been identifying corporate core competencies and
has been working to establish them throughout the organization.
Human Resource Development (HRD) builds competency-based
models that drive business results.
What are strategies? According to Jauch and Glucck (1984)
‘Strategy is a unified, comprehensive and integrated plan that relates
the strategic advantages of the firm to the challenges of the
environment. It is designed to ensure that the basic objectives of the
enterprise are achieved through proper execution by the organization.
Businesses have strategies, a formal planning cycle, a mechanism is
devised to devote the resources to it in the competitive environment.’
According to Porter (1982) ‘Every firm competing in an industry
has a competitive strategy, whether explicit or implicit. The strategy
may have been developed explicitly through a planning process or it
may have evolved through the activities of the various functional
departments of the firm.’
There was a time when an organization had a long-term and
short-term strategy. The term would be five, 10, 15 years, but today
it has shrunk to a year or two. What are the reasons and the forces
behind this?
4 The Handbook of Competency Mapping
Realities are changing fast. Instead of seeking to create new
markets where managers can occupy the competitive advantage by
simply being the first ones to get there, they have become too
preoccupied with their competitors for existing markets. Competition
is to maximize the arena for sharing future opportunities. Organ-
izations, that possess inherent strengths that are core competencies,
are likely to have an edge over others. The issues to be addressed
are:

Is it possible to fit neatly the future opportunities within the
existing SBU boundaries?

Is it possible to spread across a number of business units,
competencies needed to access the new opportunities?

What is the investment and time required to build the required
competencies?

Is it possible to bring together and harmonize widely disparate
technologies, varying capabilities, diversity in work roles and
job demands, stretched out targets, standards and fast changing
process?
The answer to all these is in building competencies for an organ-
izational future. Organizations need:

A conceptual framework for performance measurement, and
management system.

Effective internal and external communications for successful
performance measurement.

To assign clarity and understanding in accountability for better
results.

Performance management systems for decision-making and not
just compilation of data.

Performance measurement to be linked for compensation,
rewards and recognition.

To share the results and commitments openly with the
employees.

Combine the competency-based interventions into the
perspective.
Introduction to Competency 5
Today the business environmental imperatives have made business
dynamic (Table 1.1).
Table 1.1: Environmental Imperatives

Impact of globalization

Business has taken ownership for performance

Regulatory mechanisms and converging industries

Increased sensitivity to shareholder values

Demand side and competition

New models of business growth

Fast changing technologies

Communication channels

IT services and IT enabled services

Value-based management

Growth opportunities

Increased operational efficiency and effectiveness with technology support

On and off shore delivery from/to third world economies

Focus on competency building
HR strategy is derived from the corporate objectives, goals
and broad competitive strategies adopted by an organization.
Organizations have realized the need and importance of human beings
as an asset. Managers know that their success lies in effective
management of HR. In any business strategy, people are more critical
than the plan. Strategies can only be effectively implemented if
organizations have a competent force of employees. During the past
decades, the HR has also evolved and has a more strategic function
than ever before (Fig. 1.1).
As the environmental imperatives are playing an important role
in redefining the role of HR the challenge of tuning with the
environment is increasing. An efficient HR strategy will give direction
and bring in change in an orderly fashion. This will include retention,
more competent employees, change and conflict resolution, allocation
of human resources for the right fit, major business changes affecting
human resources, linking the HR process to the mission and goals of
an organization and HR functions emerging as a cost or a profit
centre.
6 The Handbook of Competency Mapping
F
i
g
.

1
.
1
:

H
R

B
e
c
o
m
i
n
g

a

M
o
r
e

S
t
r
a
t
e
g
i
c

F
u
n
c
t
i
o
n
Introduction to Competency 7
The HR strategy will evolve around building the HR vision
and objectives, leading to an action plan through effective and optimal
utilization of organizational resources integrated with business
processes in order to provide a competitive edge to the organization
(see Fig. 1.2).
Fig. 1.2: Strategy Linked Action Plan
HR functions today are facing challenges never faced before:

The areas where the rules of competition are yet to be written
are unstructured.
8 The Handbook of Competency Mapping

Senior management has a different way of thinking about the
strategy.

Attaching value to capabilities.

Risk is involved in managing the realization of value.
All organizations are talking about competencies. Some have truly
worked the concept into several of their processes. A few have a
fully implemented competency modelling and reporting system in
place. These address the development of people from process design
through succession. However, quite a few organizations are still
striving to build a competency model and implement it. Most organ-
izations, of all sizes, are still struggling with defining, designing and
implementing competency model projects.
The process is completely customizable. The decisions of
competency design are driven by a number of organizational factors,
including management philosophy, customer requirements, business
needs, and in-place processes. These factors vary from one organiza-
tion to another, requiring a customized approach to competencies in
the workplace. Customization is essential to the overall success of
competency efforts, since every organization must integrate com-
petency concepts into its own job design, recruitment, hiring
orientation, development and succession processes.
What is Competency? What is Competency? What is Competency? What is Competency? What is Competency?
Is ‘competence’ and competency the same?
Some dictionaries may present them interchangeably, however,
as shown in Fig. 1.3, ‘competence’ means a skill and the standard of
performance reached, while ‘competency’ refers to the behaviour by
which it is achieved. In other words, one describes what people can
Competence Competency
Skill-based Behaviour-based
Standard attained Manner of behaviour
What is measured How the standard is achieved
Fig. 1.3: The Interface between Competence and
Competency
Introduction to Competency 9
do while the other focuses on how they do it. Therefore there is an
interface between the two, i.e., the competent application of a skill
is likely to make one act in a competent manner and vice versa.
The plural of each word, therefore, gives two different
meanings—competences and competencies are not the same.
Competences refers to the range of skills which are satisfactorily
performed, while competencies refers to the behaviour adopted in
competent performance.
The driving test analogy is useful to understand learning and
development at three separate levels.
1. Knowledge—reading (one understands the meaning of driving
a car)
2. Skill—practising (one is shown how to drive a car and is allowed
to practise in a non-traffic area)
3. Competence—applying (one exhibits an ability to drive in traffic)
There are various definitions of competency but most of them refer
to competence. Hogg (1993) defined competency as ‘competencies
are the characteristics of a manager that lead to the demonstration of
skills and abilities, which result in effective performance within an
occupational area. Competency also embodies the capacity to transfer
skills and abilities from one area to another.’
An analysis of the definition reveals:

Competencies are the characteristics of a manager. This goes
along with our promise that competency is a characteristic of a
person.

Competencies lead to the demonstration of skills and abilities.
Therefore, competency must be demonstrated and hence must
be observable. It must not be inferred or extrapolated.

Competencies must lead to effective performance. This means
that the performance of a person with competency must be
significantly better than that of a person without it. Competency
thus refers to behaviour, differentiating success from merely
doing the job.

Competency also embodies the capacity to transfer skills and
abilities from one area to another. A sales person may be able
to deliver his sales pitch flawlessly but may be tongue-tied
10 The Handbook of Competency Mapping
elsewhere. He lacks the competency of communication. Thus
competencies cannot be restricted to a single job alone but the
person must be able to carry them along. This dispels the need
to differentiate between generic and functional competencies
since this part of the definition excludes functional competence,
which is associated with a particular job.
Another relevant definition, widely accepted among human resources
specialists in the corporate environments, is ‘an underlying charac-
teristic of a person which results in effective and/or superior
performance on the job’ (Klemp 1980). A more detailed definition
synthesized from the suggestions of several hundred experts in human
resources development who attended a conference on the subject of
competencies in Johannesburg in 1995, is ‘a cluster of related
knowledge, skills and attitudes that affects a major part of one’s job
(a role or responsibility), that correlates with performance on the
job, that can be measured against well-accepted standards and that
can be improved via training and development’ (Parry 1996).
Spencer and Spencer (1993) in their work Competence at Work
have defined competency as ‘an underlying characteristic of an
individual that is casually related to criterion-referenced effecting
and/or superior performance in a job situation’.
An ‘underlying characteristic’ means the competence is a fairly
deep and enduring part of a person’s personality and can predict
behaviour in a wide variety of situations and job tasks. ‘Casually
related’ means that it causes or predicts behaviour and performance.
‘Criterion-referenced’ means that the competency actually predicts
who does something well or poorly, as measured on a specific criterion
or standard.
There are five types of competency characteristics.

Motives—The things a person consistently thinks about or wants
and that which causes action. Motives ‘drive, direct or select’
behaviour towards certain actions or goals and away from others.

Traits—Physical characteristics and consistent responses to
situations or information.

Self-concept—A person’s attitudes, values or self-image.

Knowledge—Information a person has in specific content areas.

Skill—The ability to perform a certain physical or mental task.
Introduction to Competency 11
As illustrated in Fig. 1.4, knowledge and skill competencies tend to
be visible and relatively ‘on the surface’ characteristics of people.
Self-concept, trait and motive competencies are more hidden, ‘deeper’
and central to personality.
Surface knowledge and skill competencies (Fig. 1.5) are
relatively easy to develop; training is the most effective way to secure
these employee abilities. Core motive and trait competencies at the
base of the personality iceberg are more difficult to assess and develop;
it is most cost effective to select these characteristics.
Competencies can be defined as skills, areas of knowledge,
attitudes and abilities that distinguish high performers. These are
Fig. 1.5: Central and Surface Competencies
Fig. 1.4: The Iceberg Model
Visible
Hidden
12 The Handbook of Competency Mapping
characteristics that may not be easily observable but rather exist ‘under
the surface’—behavioural questions can help draw out examples of
these competencies (see Fig. 1.6).
Competencies are components of a job which are reflected in
behaviour that are observable in a workplace. The common elements
most frequently mentioned are knowledge, skills, abilities, aptitudes,
personal suitability behaviour and impact on performance at work.
There are various definitions with little difference in them. However,
the common denomination is ‘observable behaviour’ in the work-
place. The criteria of competency are superior performance and
effective performance. Only some competencies can predict per-
formance. Thus competencies can be divided into two categories.

Threshold competencies—These are the essential characteristics
that everyone in the job needs to be minimally effective, but
this does not distinguish superior from average performers.

Differentiating competencies—These factors distinguish superior
from average performers.
Fig. 1.6: What are Competencies?
Introduction to Competency 13
Gary Hamel and C.K. Prahalad (1994) in their book Competing
for the Future wrote, ‘core competencies transcend any single business
event within the organization’. Certain projects are so massive and
persuasive that no individual can possess the competencies required
to see them through to completion. Therefore, organizations have to
identify, develop and manage organizational core competencies that
drive large enterprise critical projects. Workplace competencies focus
on individuals instead of the organization, and they vary by job
positions versus enterprise endeavours. The unit of measure is people
rather than the business. There may be core competencies that appear
in every competency model position, most workplace competencies
are typically specific to the position. Thus there is an enormous amount
of work to set up organization-wide competency-based applications.
‘Competent’ is when a person is qualified to perform to a requisite
standard of the processes of a job. ‘Competence’ on the other hand
means the condition or state of being competent.
The difference between the core and workplace competencies
is given in Table 1.2.
Table 1.2: Core Competencies vs. Workplace Competencies
Core Workplace
Scope Organization Individual
Purpose Strategic Tactical
Participant(s) Business unit Worker
Tasks Processes Activities
Competencies Global Position
Competencies for Competitive Advantage Competencies for Competitive Advantage Competencies for Competitive Advantage Competencies for Competitive Advantage Competencies for Competitive Advantage
Philips Selgnick, in his book Leadership in Administration,
was one of the first writers to acknowledge that factors internal to an
organization, such as its personnel and its previous experiences, are
crucial to its chances of success in executing a chosen policy. In
essence in the field of business activity, the past determines the present.
Selgnick said that an organization’s developmental history results in
14 The Handbook of Competency Mapping
its having special limitations and capabilities—a character or emergent
institutional pattern that decisively affects the competence of an
organization to frame and execute derived policies. He called the
peculiar character of an organization its distinctive competence. The
art of good management is the ability to make a practical assessment
of an organization’s suitability to its task or strategy. For instance
the management of a boat-building firm specializing in high quality
craftsmanship decided to expand into mass production of low-cost
speedboats. It proved impossible to adapt worker attitudes away from
their historical commitment to quality and craftsmanship. Management
was obliged to relocate the speedboat production and recruit a separate
workforce. The new venture failed because the history and culture
of the organization did not match with the new task. Thus a distinctive
competence in one area—quality craftsmanship—may amount to a
distinctive incompetence in another sector which adequately has low-
cost production. Strategy formulation and opportunity surveillance
are useless exercises unless the company has the internal abilities to
execute its decision, or at least possesses the chance of developing
the required capabilities. Competence, both generic and specific,
plays an important role in the success of an organization.
The competence mapped should be linked to the corporate
strategy. Igor Ansoff in his book Corporate Strategy advocated that
managers compile a comprehensive checklist of their firm’s skills
and resources, that is, a grid of competencies. Similar grids were to
be compiled on competitors already operating in a given market.
This document became a permanent reference guide for future strategy
decisions and could be used in assessing the likely success of
diversification.
However, Robert Hayes (1985) criticized what he called the
ends-ways-means approach to strategy planning. He questioned
whether managers should decide on a strategy before deciding on
the means of implementing that strategy. He advised managers not
to develop plans and then seek capabilities, instead they should build
capabilities and then encourage the development of plans for using
this as an opportunity.
Whether it is corporate strategy or internal competencies,
mapping competencies is most important and has to be related to the
corporate strategy.
Introduction to Competency 15
More often than not, competencies are an organization’s most
important resources because they are valuable, rare and difficult to
initiate. Organizations can capitalize on this resource—managers,
after identifying them, can make decisions about how to exploit them
and also learn how to expand them.
Myths about Competency Myths about Competency Myths about Competency Myths about Competency Myths about Competency
Competence is not performance but is a state of being, a
qualification to perform. It is, in relation to performance, a necessary
but not sufficient condition. Workers cannot perform to standards
without competencies. But competencies cannot guarantee that
workers will perform adequately. Sometimes, extremely competent
workers may fail on the job due to a variety of personal or
environmental factors. Those lacking competencies can make up for
a lot of shortcomings with exceptionally hard work. Competence has
to be there but it cannot guarantee results, nor can its absence always
predict failure. Competency measurement should not be confused
with performance measurement. Competencies are all about being
qualified to do the work in a particular position. Performance, on the
other hand, is the result of the actual work. A blend of these two
activities may cause confusion and eventually disaster. The organ-
izations, by mixing them up, may end up doing a poor job of both
competency assessment and performance management which is
detrimental to the entire organization.
As shown in Fig. 1.7, it is critical to keep a competency
management system separate from a performance management system.
Fig. 1.7: Competency Management System
16 The Handbook of Competency Mapping
Competence is not process input—The classic four M’s of Total
Quality Management as shown in Fig. 1.8, have nothing to do with
a worker’s qualification to do a job. They are resources that are used
to complete the process. Herein, manpower denotes the number of
people required to perform the process, not their capabilities;
materials, methods and machinery are part of the process as designed.
These are resources used by the people to complete the process.
Thus they are tools, not competence.
Fig. 1.8: Input Process Output Model
Competence is not process output—Outputs are the business
results of a process. They are productive outcomes of competent
workers. Results are not competencies. Process results are just one
of the many measures of competence. It is easy to mistake outputs
for competence because competence is closely related to output. But
these are cause and effect relationships, not equilencies.
Competence is not a trait—A trait is a distinguishing char-
acteristic of personality. Personality traits are formed at an early age
and it is believed that certain elements of personality may be
genetically determined. Even with the help of a trained therapist it is
hard to change personality. Traits end up being what someone brings
to the job. Once people are on the job, typical development activities
have little chance of changing personality. It is said ‘hire for traits,
train for skills and fire for attitudes’. Traits are attributes such as
kind, obedient, reverent, timid, thrifty and courteous. However, traits
that have creeped into the competency model are openness, team
oriented, empathy, achievement oriented, problem solving, etc. Each
competency should be defined by what it means. Competency projects
deal with performance issues only. Consequently, traits have no place
in a competency model.
Introduction to Competency 17
Competence is not capability or ability—Capability is a work-
place capacity. It connotes potential future performance. Ability is a
reflection of talent, of being able to perform. Neither of them
guarantees performance. One may have sales ability, administrative
ability, one may be capable of taking independent action or capable
of resolving problems on his/her own.
The competency process should consider not what workers can
potentially do or what talents they could have, if they choose to use
them, but what workers actually need, to be qualified to do. Thus
capabilities and abilities are not part of the model.
Competence is not a motivational attitude—Motivational
attitudes are integral to the personality of a worker, such as aggression,
self-confidence, decisiveness, ambition, commitment. Do not make
the mistake of including motivational elements while defining
competence.
A popular performance analysis tool that allows this approach is
the Can Do/Will Do chart (see Fig. 1.9). ‘Can do’ refers to the
employees’ qualification to do the job. ‘Will do’ refers to the employees’
motivation to perform as given by Kenneth Carlton Cooper (2000).
This results in four possible alternatives as shown in Fig. 1.9.
Cannot Do Can Do
Train Motivate
Job in Counsel
Jeopardy
Fig. 1.9: Can Do/Will Do Evaluation Chart
Will Do
Won’t Do

Can Do/Will Do. This is the ideal situation. The employee is
fully qualified and is doing the job as designed.

Cannot Do/Will Do. Here, the employee is putting in the effort,
but is not getting the results (skills problem).

Can Do/Won’t Do—Here the employee possesses the com-
petencies to do the work but does not complete work processes
as designed (a motivational problem).
18 The Handbook of Competency Mapping

Cannot Do/Won’t Do—This employee has deficiencies in both
skills and motivation. A decision has to be made regarding the
development/counselling resources required versus the expected
success of the effort. The result may well be a job-in-jeopardy
situation.
The ‘Can Do-Can’t Do’ dimension of this model is certainly
within the purview of a competence effort. But the ‘Will Do-Won’t
Do’ dimension is not competency based. It is a matter of motivational
attitude. Attitudes cannot be developed, only counselled. Therefore,
they cannot be part of a definition of competence.
A Quick Glance at the Histor A Quick Glance at the Histor A Quick Glance at the Histor A Quick Glance at the Histor A Quick Glance at the History of Competency y of Competency y of Competency y of Competency y of Competency
In the last century business has come full circle in its attitude
towards workplace competencies. In the beginning of the 20th century,
work brought complex skills to the job. Typical business processes
required specific competencies for the task at hand. These com-
petencies could be acquired only through years of on-the-job learning
and practise.
Then came the era of scientific management where Frederick
Taylor’s and Henry Ford’s use of assembly line shifted competencies
from workers to time-and-motion study. Complexity was minimized
and efficiency was maximized with the philosophy and in a depression
economy, employees had little value. Process expertise left little
scope for training. If the worker could not handle the monotony—
boredom, physical strain—a large number of applicants were available
to fill openings.
Later, in mid-century, World War II enforced management-
centric views where officers gave orders to subordinates who obeyed
the commands without questions. Thus somebody had to run things
and only those in command were assumed to have the information,
perspective and abilities to make decisions.
After the war they still lived under a command and control
hierarchy. The task broken into smaller tasks, was done by specialists.
In the post-war decade the demand was unparalleled and competition
was little. The turnaround came when in the early 1960s. McClelland
Introduction to Competency 19
wrote a landmark article in the American Psychologist asserting that
IQ and personality tests that were then in common use, were predictors
of competency. He felt that companies should hire based upon
competencies rather than IQ scores only.
Later McClelland, founder of McBer, a consulting company,
was asked by the US Foreign Service (USIA) to develop new methods
that could predict human performance. The objective was to eliminate
the potential biases of traditional intelligence and aptitude testing.
This was the beginning of the field of competence measurement.
The next step was for competency concepts to find their way
into mainstream business practices.
McClelland (1973) began by asking the USIA’s personnel
director and some top managers, for the names of their most
outstanding employees. He also asked for the names of people whose
jobs were secure but who were in no way outstanding.
To differentiate between the two groups, McClelland and his
colleague asked 50 people to describe three incidents where they felt
they had outstanding performance and where they felt they had really
messed up. To establish a clear picture minute details were asked
for—what was said, what was done, when and where it all happened,
who else was there and so on. These detailed descriptions enabled
them to find out a pattern of what competencies the outstanding
performers had demonstrated which others had not.
Many of the skills that the panel of experts had identified as
crucial to job performance turned out to be irrelevant to the everyday
duties of the people interviewed by McClelland.
In order to validate the conclusions about which competencies
were necessary, McClelland tested them on another group of officers
who had been identified as outstanding and a group who fell into the
mediocre category. Using psychological tests for the key
competencies, he found that the officers identified as outstanding
consistently performed very well on such tests, whereas those rated
mediocre performed poorly. Thus it was clear that the key compe-
tencies identified were indeed relevant to job performance.
20 The Handbook of Competency Mapping
CHAPTER TWO
Developing Competency Developing Competency Developing Competency Developing Competency Developing Competency
Models Models Models Models Models
T
HE key to gaining a competitive edge is the ability of the
workforce of an organization to maximize the advantages of
state-of-the-art technology, superior products, and steady
source of capital to enter into the marketplace. A company’s
technological tools are only as useful as its employer’s ability to
employ them; they are perceived in terms of how effectively the
benefits are communicated (McLagan 1989).
Determining whether the workforce possesses the abilities
critical for its success is indeed difficult. Behaviours necessary for
effective performance vary from business to business and role to
role. Many organizations have thus developed competency models
to help them identify the essential knowledge, skills and attributes
needed for successful performance in a job aligned with the strategy
and integrating it to the HR strategy (see Fig. 2.1).
A competency model describes the combination of knowledge,
skills and characteristics needed to effectively perform a role in an
organization and is used as a human resource tool for selection,
training and development, appraisal and succession planning.
Identifying and mapping these competencies is rather complex. Skills
can range from highly concrete proficiencies like the ability to operate
a particular machine or to write a sentence, to far less tangible
capabilities such as the ability to think strategically or to influence
others. See, for example, a competency model for sales associates in
an organization (Table 2.1).
Developing Competency Models 21 Developing Competency Models 21
Fig. 2.1: Linking HR Processes to Organizational Strategy
A banking company launched a new scheme of private banking
and realized that for its growth it had to develop its sales force. It
needed a rapid increase in the number of sales associates. The sales
force was needed not only to sell the new product but also address
high turnover in field offices and wide variance in sales effectiveness
among officers. Thus a sales competency model was developed (Table
2.1), clarifying the characteristics required to succeed in the job. It
had an objective: To integrate into the company’s selection system
on the job, the same criteria for hiring people, as required for effective
performance. It was incorporated into the performance management
system to ensure that sales people would receive coaching and feedback
on the behaviours and skills that had strong correlation to success on
the job. The focus was to increase productivity and check turnover.
Knowledge can be either highly tangible and measurable—do
you know how to create web pages, knowledge of various languages,
or complex matters like do you understand the transcultural issues
when operating in the Middle East, or the European financial market.
A job needs both, depending upon the degree of concreteness.
22 The Handbook of Competency Mapping
Table 2.1: Competency Model for Sales Associates
Personality
Assertiveness Ability to take command during face-to-face
situations while displaying appropriate tact and
diplomacy.
Competitiveness Desire to win and to achieve and surpass goals.
Self-sufficiency Ability to work independently and maintain one’s
motivation.
High Emotional Stamina Ability to maintain focus and effectiveness under
stressful and frustrating situations.
High Energy Level Ability to establish and maintain a fast pace and
tempo.
Ability
Mental Ability Ability to deal with multiple issues and details,
alertness and learning capacity.
Divergent Thinking Ability to see and think beyond the obvious and
formulate original solutions.
Quantitative Reasoning Ability to reason with, analyze and draw conclu-
sions from members.
Knowledge
Financial Analysis Understanding the financial impact of decisions
on the customer, the customer’s satisfaction and
the company.
Computer Literacy Basic computer skills for application to marketing
programmes, including prospects list, computer
contacts and relevant economic data.
Product Knowledge Expertise related to company’s product and
services, as well as other crucial aspects of the
business.
Competitive Environment Knowledge of competitive force and how the
company stacks up against competitors and their
products.
Skills
Basic Selling Skills Establishing rapport, determining customer needs,
relating benefits to product features, handling
objectives and closing.
Problem-solving Skills Anticipating problem-inviting ideas, distinguishing
symptoms from causes, modifying proposals and
implementing solutions.
(contd.)
Developing Competency Models 23
Presentation Skills Ability to communicate to large and small groups,
establish rapport with the group, articulate
delivery of ideas, read group cues, effectively
use vital aids and maintain a commanding
presence.
Coaching/Training Skills Assessing learning needs and closing knowledge
gaps, simplifying information, ensuring under-
standing, reinforcing desired behaviour and
motivating the learner.
Attributes or characteristics of the person are most complex
and most difficult to measure. Aptitude, reasons and inclination
suggests a potential to acquire a particular skill or knowledge. Traits
such as extroversion, self-sufficiency and tenacity may indicate a
disposition for dealing with certain types of situations or performing
certain roles.
A competency model includes both innate and acquired aspects.
It is essentially a pyramid (see Fig. 2.2) built on the foundation of
inherent talents, incorporating the types of skills and knowledge that
can be acquired through learning effort and experience. At the top of
the pyramid is a specific set of behaviours that are the manifestation
of all innate and acquired abilities.
Fig. 2.2: Competency Pyramid Model
Table 2.1 (contd.)
24 The Handbook of Competency Mapping
For a competency model to be useful as a human resource tool:

Competencies must be defined along with examples to illustrate
when a particular competency is being demonstrated.

Although the innate characteristics are fixed in a person for the
most part, behaviours can be modified and taught.
Thus the data collection process for the development of
competency models—which may consist of interviews, questionnaires
or focus groups—focuses on concrete specific behaviour that can be
taught or altered through training, coaching and other developmental
approaches. The observation of outstanding performers helps in
validating the behaviour stated in the model, accurately describing
the way these individuals carry out work.
Depending upon the objectives, some models are meant to
identify the core competencies that are relevant and necessary to all
members of an organization, no matter what their level or role. ‘Core
competencies’ refer to behaviours illustrated by all levels of the
workforce rather than a business’s unique strengths as they are
sometimes understood. For example, when a core competency
customer focus is to be demonstrated it would be:
Entry-level Customer Answering a telephone call by the third
ring, using polite service representative
language, etc.
Regional Manager Resolving customer problems by
coordinating cross-organizational
resources, analysing buying patterns to
ensure availability of products, etc.
When developing a competency model, keep the following in mind:

Certain competencies as customer focus might be generic across
several organizations, but the behaviour relating to those
competencies can still vary widely from one organization to
another.
Developing Competency Models 25

Within the same organization two management jobs may present
very different challenges and require very different skills.

In order to be as useful as possible, the competency model
should be developed with a specific role in mind. Thus even
the best off-the-shelf generic competency model, based on very
high quality research, will be more effective if it has been
customized.
What business needs are addressed in the competency models?

What skills, knowledge and characteristics are required to do
the job?

What behaviour has the most direct impact on performance
and success in the job?
The HRM systems are ensured by a competency model:
Selection Systems All interviews are looking for the same
set of abilities and characteristics.
Training and It provides a list of behaviours and skills
Development that must be developed to maintain
satisfactory levels of performance.
Succession Planning It focuses on the same set of attributes
and skills relevant to success on the posi-
tions under consideration.
Performance It clarifies what is expected from the
Management individuals.
Appraisal System It focuses on specific behaviour, offering
a road map for recognition, reward and
possible advancement.
Further, a competency model helps in ensuring that consistent
standards are applied worldwide in a global company.
Hiring the Best A Hiring the Best A Hiring the Best A Hiring the Best A Hiring the Best Available People vailable People vailable People vailable People vailable People
Competency models are a highly useful tool to make sure that
human resource systems facilitate and support a company’s strategic
26 The Handbook of Competency Mapping
objectives. It increases the likelihood of placing the right people into
the right jobs. Robert Joy of Colgate explains that his company tracks
the success of the competency-based selection process by looking at
the number of high potential employees in each business unit. ‘We
track our global high potentials, for example, if we have hired x
number of people, we track them on the basis of how well they are
performing. At the decision level, we look at succession planning to
see how many of the people we have hired fall into the high potential
box’ (McIlvaine 1998). According to Joy, the process has succeeded
in helping the organization locate top talent worldwide.
Productivity Maximization Productivity Maximization Productivity Maximization Productivity Maximization Productivity Maximization
To maintain the same or higher productivity, it is essential that
people have the specific skills, knowledge and characteristics required
to be effective. By identifying relevant skill gaps, competency models
help to ensure that the training and development budget will be spent
wisely. Competency models also allow for the development of
appraisal systems that evaluate people on their use of behaviours and
practices that directly contribute to competitiveness, encouraging both
the business and the individual to focus on whatever will have the
greatest impact.
Enhancing the 360-degree Feedback Process Enhancing the 360-degree Feedback Process Enhancing the 360-degree Feedback Process Enhancing the 360-degree Feedback Process Enhancing the 360-degree Feedback Process
The 360-degree Feedback Process is being increasingly used
in organizations for development, appraisal and compensation
purposes. It involves a collection of perceptions about an individual’s
behaviour and its impact on bosses, colleagues, subordinates as well
as internal and external customers. Competency models help to ensure
that such feedback relates specifically to the competencies crucial to
individual or organizational success.
Adapting to Change Adapting to Change Adapting to Change Adapting to Change Adapting to Change
Competency models provide a tool for determining exactly what
skills are required to meet the different needs of the present and the
probable needs of the future. For example, general agents of a life
insurance company are responsible for managing the overall operation
Developing Competency Models 27
of the agency. With increased competition the focus shifted to strategic
marketing, territory development and building leadership teams. The
company was concerned that the people it was selecting to fill the
agent’s role might not be able to meet the challenges of the changing
business environment. By using a competency model to determine
what behaviours the general agents were now required to perform,
the company realized that the job was very different from what it had
been five years earlier. Consequently, the company could begin to
adjust its selection criteria to reflect the changing demands of the
role. It could also ascertain the training needs of the current general
agents by identifying their skill gaps and deciding which of those
gaps ought to be addressed immediately to ensure high performance.
Aligning Behaviour with Organizational Strategies Aligning Behaviour with Organizational Strategies Aligning Behaviour with Organizational Strategies Aligning Behaviour with Organizational Strategies Aligning Behaviour with Organizational Strategies
and V and V and V and V and Values alues alues alues alues
A competency model can be an effective way of communicating
to the workforce the values of the senior management and what people
should focus on in their own behaviour. For example, a competency-
based appraisal system helps to distinguish individuals with the
characteristics that are required to build and maintain an organization’s
values (teamwork, respect for individual innovation or initiative)
from those who do not exhibit the behaviours that will support these
values. In this way competency models can translate general messages
about needed strategy and culture change into specifics.
Over the years many different methods of developing compe-
tency models have evolved but all of them follow McClelland’s lead
of determining what leads to superior performance, identifying top
performers and finding out what they do. There are two principles
that are followed in these models:
1. Focus on the superior performers without making an
assumption.
2. Focus on what they do to perform the given role.
There are various developed models that are used as a basis for
selection, training, promotion and other issues related to human
resources.
28 The Handbook of Competency Mapping
V VV VVarious Models arious Models arious Models arious Models arious Models

Job Competence Assessment Method—This is developed using
interviews and observations of outstanding and average
performers to determine the competencies that differentiate
between them in critical incidents (Dubois 1993).

Modified Job Competence Assessment Method—This also
identifies such behavioural differences, but to reduce costs,
interviewees provide a written account of critical incidents
(ibid.).

Generic Model Overlay Method—Organizations purchase an
off-the-shelf generic competency model for a specific role or
function (ibid.).

Customized Generic Model Method—Organizations use a
tentative list of competencies that are identified internally to
aid in their selection of a generic model and then validate it
with the input of outstanding and average performers (ibid.).

Flexible Job Competency Model Method—This seeks to identify
the competencies that will be required to perform effectively
under different conditions in the future (ibid.).

Systems Method—This demands reflecting on not only what
exemplary performers do now, or what they do overall, but
also behaviours that may be important in the future (Linkage,
Inc. 1997).

Accelerated Competency Systems Method—This places the
focus on the competencies that specifically support the
production of output, such as an organization’s products,
services or information (ibid.).
As we see, there are several approaches with solid under-
pinnings from which to choose. The process used to develop a model
must be straightforward and easy to implement. The final product
must have immediate practical application, commitment and buy-in
Developing Competency Models 29
for those who will be expected to implement or change their behaviour
based on it. The development process should include a step to ensure
that the behaviours described in the model correlate with effectiveness
on the job.
Development of the Personal Competency Development of the Personal Competency Development of the Personal Competency Development of the Personal Competency Development of the Personal Competency
Framework Framework Framework Framework Framework
In 1986 the first version of the Job Competences Survey (JCS)
was produced in the fields of assessment centres and management
competencies in the 1970s and 1980s (Dulewicz and Fletcher
1982; Fletcher and Dulewicz 1984). It was originally used as a
questionnaire for the first stage of the job analysis process, for
identifying competencies of senior and middle managers in large
companies such as Shell International, Barclays, British Gas and
Smiths Industries.
The JCS was first conducted in 1988 during the general and
senior management courses in the executive development workshop
at Hevley Management College. Much of the extensive research which
underpins the Personal Competence Framework (PCF) was conducted
on those managers. The feedback gathered from the personal
discussions in the workshop and additional competencies elicited the
PCF. It consists of 45 competencies as shown in Tables 2.2, 2.3 and
2.4. This framework was the basis for developing a generic
competency model for Maruti Udyog Ltd.
The Personal Competency Framework The Personal Competency Framework The Personal Competency Framework The Personal Competency Framework The Personal Competency Framework
The Personal Competency Framework stems from the findings
of the JCS. It consists of 45 competencies under six main headings
as shown in Table 2.2.
When rating the appraisees against these competencies, specific
scales are employed. The scale used by all raters for assessing
performance is shown in Table 2.3.
30 The Handbook of Competency Mapping
T
a
b
l
e

2
.
2
:

T
h
e

4
5

C
o
m
p
e
t
e
n
c
i
e
s
I
n
t
e
l
l
e
c
t
u
a
l
P
e
r
s
o
n
a
l
C
o
m
m
u
n
i
c
a
t
i
o
n
I
n
t
e
r
p
e
r
s
o
n
a
l
L
e
a
d
e
r
s
h
i
p
R
e
s
u
l
t

O
r
i
e
n
t
e
d
1
.
I
n
f
o
r
m
a
t
i
o
n
1
3
.
A
d
a
p
t
a
b
i
l
i
t
y
2
1
.
R
e
a
d
i
n
g
2
6
.
I
m
p
a
c
t
3
2
.
O
r
g
a
n
i
z
i
n
g
3
8
.
R
i
s
k

T
a
k
i
n
g
C
o
l
l
e
c
t
i
o
n
2
.
P
r
o
b
l
e
m

A
n
a
l
y
s
i
s
1
4
.
I
n
d
e
p
e
n
d
e
n
c
e
2
2
.
W
r
i
t
t
e
n
2
7
.
P
e
r
s
u
a
s
i
v
e
n
e
s
s
3
3
.
E
m
p
o
w
e
r
i
n
g
3
9
.
D
e
c
i
s
i
v
e
n
e
s
s
C
o
m
m
u
n
i
c
a
t
i
o
n
3
.
N
u
m
e
r
i
c
a
l
1
5
.
I
n
t
e
g
r
i
t
y
2
3
.
L
i
s
t
e
n
i
n
g
2
8
.
S
e
n
s
i
t
i
v
i
t
y
3
4
.
A
p
p
r
a
i
s
i
n
g
4
0
.
B
u
s
i
n
e
s
s
I
n
t
e
r
p
r
e
t
a
t
i
o
n
S
e
n
s
e
4
.
J
u
d
g
e
m
e
n
t
1
6
.
S
t
r
e
s
s

T
o
l
e
r
a
n
c
e
2
4
.
O
r
a
l

E
x
p
r
e
s
s
i
o
n
2
9
.
F
l
e
x
i
b
i
l
i
t
y
3
5
.
M
o
t
i
v
a
t
i
n
g
4
1
.
E
n
e
r
g
y
O
t
h
e
r
s
5
.
C
r
i
t
i
c
a
l

F
a
c
u
l
t
y
1
7
.
R
e
s
i
l
i
e
n
c
e
2
5
.
O
r
a
l

P
r
e
s
e
n
t
a
t
i
o
n
3
0
.
A
s
c
e
n
d
a
n
c
y
3
6
.
D
e
v
e
l
o
p
i
n
g
4
2
.
C
o
n
c
e
r
n

f
o
r
O
t
h
e
r
s
E
x
c
e
l
l
e
n
c
e
6
.
C
r
e
a
t
i
v
i
t
y
1
8
.
D
e
t
a
i
l
3
1
.
N
e
g
o
t
i
a
t
i
n
g
3
7
.
L
e
a
d
i
n
g
4
3
.
T
e
n
a
c
i
t
y
C
o
n
s
c
i
o
u
s
n
e
s
s
7
.
P
l
a
n
n
i
n
g
1
9
.
S
e
l
f
-
m
a
n
a
g
e
m
e
n
t
4
4
.
I
n
i
t
i
a
t
i
v
e
8
.
P
e
r
s
p
e
c
t
i
v
e
2
0
.
C
h
a
n
g
e

O
r
i
e
n
t
e
d
4
5
.
C
u
s
t
o
m
e
r
-
o
r
i
e
n
t
e
d
9
.
O
r
g
a
n
i
z
a
t
i
o
n
a
l
A
w
a
r
e
n
e
s
s
1
0
.
E
x
t
e
r
n
a
l

A
w
a
r
e
n
e
s
s
1
1
.
L
e
a
r
n
i
n
g

O
r
i
e
n
t
e
d
1
2
.
T
e
c
h
n
i
c
a
l

E
x
p
e
r
t
i
s
e
Developing Competency Models 31 Developing Competency Models 31
Table 2.3: Performance Rating Scale
5 Outstanding performance on this
competency far exceeds acceptable
standards.
4 Very good performance on this
competency, better than acceptable
standards.
3 Quite acceptable performance on
this competency, meets requirements.
The scale used by the appraisee and employer for rating
importance is shown in Table 2.4.
Table 2.4: Importance Rating Scale
5 This behaviour is of vital import-
ance to a successful, overall per-
formance of the job.
4 This behaviour is definitely import-
ant to successful performance over-
all.
3 This behaviour is relevant but not
important to the overall successful
performance.
The employer uses this scale for a second time when rating the
importance of each competency for the level or type of job the
appraisee is likely to hold in three years’ time.
The Lancaster Model of Managerial Competencies The Lancaster Model of Managerial Competencies The Lancaster Model of Managerial Competencies The Lancaster Model of Managerial Competencies The Lancaster Model of Managerial Competencies
The Lancaster Model of Managerial Competencies is a universal
management competency framework, developed by Burgoyne and
Stuart (1976) and first published in Personnel Review, used with
permission of authors.
2 This behaviour is of highly mar-
ginal relevance to the overall success-
ful performance.
1 This behaviour is not relevant to
overall successful performance.
2 Performance on this competency
is not quite up to acceptable
standards. A development need.
1 Performance on this competency
fails to meet acceptable standards.
A major development need.
0 Unable to rate this competency.
32 The Handbook of Competency Mapping
The 11 qualities separated into three groups, as shown in Fig.
2.3, represent three different levels. The first level forms the
foundation level, and comprises of two kinds of basic knowledge
and information a manager may need to use in decision making and
action taking.
Fig. 2.3: The Lancaster (Burgoyne) Model of Managerial
Competencies
Source: Burgoyne and Stuart (1976), used with permission of the authors.
Developing Competency Models 33
Level One Level One Level One Level One Level One
Competence One: Command of Basic Facts
This competency states that a successful manager should
understand the business and have a sound knowledge of basic facts
surrounding the business such as short- and long-term goals, product
knowledge, and the roles and relationships between various
departments.
Competence Two: Relevant Professional Knowledge
This includes knowledge of a specification such as legislation,
management techniques, sources of finance or knowledge of basic
background management principles including planning, organizing
and controlling.
The second category comprises specific skills and attributes
that directly affect behaviour and performance.
Level T Level T Level T Level T Level Two wo wo wo wo
Competence One: Continuing Sensitivity to Events
This means the manager is aware of what is going on and is
perceptive and open to information: hard information such as figures
and facts and soft information such as feelings of other people. As a
result, a successful manager is able to respond in a suitable manner
to situations as they arise.
Competence Two: Analytical, Problem-solving
and Decision-making Skills
A manager must make many decisions—sometimes these can
be made using logical, optimizing techniques. At other times it means
using the ability to weigh the pros and cons in what is a very uncertain
or ambiguous situation, calling for a high level of judgement or even
intuition. Consequently, the manager must develop judgement-making
skills.
Competence Three: Social Skills and Abilities
Burgoyne and Stuart (1976) describe interpersonal skills as ‘one
of the key features of the manager’s job’. A successful manager
34 The Handbook of Competency Mapping
needs to develop a range of skills such as communicating, delegating,
negotiating, resolving conflict, persuading, using and responding to
authority and power, all of which are essential to interpersonal
activities.
Competence Four: Emotional Resilience
This is the ability to deal with the emotional stress and strain
that arises as a consequence of working in situations of authority,
leadership, power, targets and deadlines. Burgoyne and Stuart (1976)
talk about being resilient in coping with this stress. They explain:
‘Resilient means, that when feeling stressed, we don’t get thick skinned
and insensitive but manage to cope by maintaining self-control and
by “giving” to some extent.’
Competence Five: Proactivity or Inclination to Respond
Purposefully to Events
At times managers must respond to the needs of the instant
situation, but whilst making such a response, the successful manager
considers the longer-term aims and goals and the impact of the
immediate decision. This competence also includes abilities such as
dedication and commitment, having a sense of mission and taking
responsibility.
The third category consists of qualities that allow a manager to
develop and deploy the skills and resources outlined in the second
category. The authors have called this third category ‘meta-qualities’
because ‘they allow the manager to develop the situation-specific
skills needed in particular circumstances’ (Burgoyne and Stuart 1976).
Level Three Level Three Level Three Level Three Level Three
Competence One: Creativity
This is the ability to come up with unique ideas or solutions,
and to have the insight to take up useful ideas—either your own ideas
or ideas from another source.
Developing Competency Models 35
Competence Two: Mental Agility
This competence is concerned with being able to grasp problems
quickly, to think about several things at once, to understand the
whole situation quickly and to ‘think on one’s feet’. ‘Given the hectic
nature of managerial work these are particularly necessary qualities
for success,’ explain Burgoyne and Stuart (1976).
Competence Three: Balanced Learning Habits and Skills
Successful managers according to Burgoyne et al. exhibit
independence as learners rather than depending on an authority figure
capable of abstract thinking. Such managers have the ability to use a
range of learning processes including use of inputs like teaching,
discovery from one’s personal experiences and reflection, a process
of analysing and reorganizing pre-existing experiences.
Competence Five: Self-knowledge
The final competence concerns the extent to which managers
are aware of their own beliefs, goals, values, feelings, behaviour
and the part they play in influencing their actions. ‘The successful
manager therefore needs skills of introspection,’ explain Burgoyne
and Stuart (1976).
T TT TTranscultural Managerial Competencies ranscultural Managerial Competencies ranscultural Managerial Competencies ranscultural Managerial Competencies ranscultural Managerial Competencies
The Managerial Competency Mapping Test has been developed
to map competencies. This model was used during the selection of
candidates for the management course. Another study was conducted
with the objective of redefining and ranking competencies to reflect
the current business environment. The study was conducted on 308
managers of UK as well as those of Asian origin based in France,
Germany, Spain, England and India. The respondents were asked to
rate how important and relevant the competencies included in both
Burgoyne’s and Trompennar’s frameworks have been in their
development as transcultural managers. Table 2.5 shows the average
rating and ranking of various competencies.
36 The Handbook of Competency Mapping
Table 2.5: Average Rating and Ranking of Various
Competencies
Rank Competency Average Rating
1 Continuing sensitivity to events 9.4
2 Social skills and abilities 8.8
3 Awareness of cultural differences 8.7
4 Understanding the importance of relationships 8.2
5 Value and respect for cultural differences 8.0
6 Analytical, problem-solving and decision-making skills 7.6
6 Comprehending emotional expression 7.6
7 Relevant professional knowledge 7.5
8 Emotional resilience 7.4
8 Reconciling individualism vs. communitarianism 7.4
9 Understanding how status is accorded 7.1
10 Mental agility 7.05
11 Command of basic facts 6.8
11 Creativity 6.8
12 Balanced learning habits and skills 6.7
13 Proactively and purposefully responding to events 6.5
14 A desire to reconcile different perspectives into a
new and more effective style 6.1
15 Self-knowledge 6.0
16 Reconciling how people relate to nature 5.8
17 Integrating the values of rule making and exception
finding 5.6
Continuing sensitivity to events, social skills and abilities,
awareness of cultural differences, understanding the importance of
relationships, value and respect for cultural differences emerged as
elite competencies that were deemed to be vital to achieving trans-
cultural management excellence by current transcultural managers.
Personal Competency Framework—Maruti Udyog Ltd Personal Competency Framework—Maruti Udyog Ltd Personal Competency Framework—Maruti Udyog Ltd Personal Competency Framework—Maruti Udyog Ltd Personal Competency Framework—Maruti Udyog Ltd
The Personal Competency Framework was used to identify
genuine competencies for various levels for Maruti Udyog Ltd.
The project team included key position holders in Maruti in the human
resources department, along with the author as the consultant and
Developing Competency Models 37
team leader. The following were identified as competencies for various
levels (see Table 2.6).
Planning to Develop a Competency Model Planning to Develop a Competency Model Planning to Develop a Competency Model Planning to Develop a Competency Model Planning to Develop a Competency Model
Like any other development work, a foundation has to be laid
in order to develop a model.
1. Determine the objectives and scope—Why are we doing it?
What jobs, functions or business units will we target? What
method will we use to develop the model? Who will carry out
the work?
(a) It is important to identify the business need or needs that
are to be addressed. This will help in ensuring the
continuous support for the project. Second, it will help the
efforts of all participants to remain focused on the objective.
Also, it may add to selection, training and development,
performance appraisal, succession planning, compensation,
etc. It should also address issues of attracting top talent,
retaining key employees, ensuring that skills are available
to meet the future challenges, aligning cross-organizational
teams to get products to the market faster and also aligning
people’s behaviour with organizational values and strategy.
(b) The objective and scope of the model needs to be focused
on the targeted jobs, functions or business units, increase
productivity or instil a specific company value. A compe-
tency model is most meaningful if it provides behavioural
examples of identified competencies.
(c) While determining the objective and scope, it is essential
to determine the method for developing the competency
model. There can be two general approaches:

Starting from scratch

Starting with a validated competency model
If the objective is to develop a model for any job, function
or role in the organization, then starting from scratch is an
appropriate approach. Here, data has to be internally
collected from interviews with incumbent and informed
38 The Handbook of Competency Mapping
T
a
b
l
e

2
.
6
:

C
o
m
p
e
t
e
n
c
i
e
s

f
o
r

M
a
r
u
t
i

U
d
y
o
g

L
t
d
L
e
v
e
l

1
0
L
e
v
e
l

1
1
L
e
v
e
l

1
3
M
a
n
a
g
e
r
s
I
D
P
M
C
o
m
p
e
t
e
n
c
i
e
s
C
o
m
p
e
t
e
n
c
i
e
s
C
o
m
p
e
t
e
n
c
i
e
s
C
o
m
p
e
t
e
n
c
i
e
s
C
o
m
p
e
t
e
n
c
i
e
s
I
n
f
o
r
m
a
t
i
o
n

c
o
l
l
e
c
t
i
o
n
I
n
f
o
r
m
a
t
i
o
n

c
o
l
l
e
c
t
i
o
n
I
n
f
o
r
m
a
t
i
o
n

c
o
l
l
e
c
t
i
o
n
S
t
r
e
s
s

t
o
l
e
r
a
n
c
e
S
t
r
e
s
s

t
o
l
e
r
a
n
c
e
P
r
o
b
l
e
m

a
n
a
l
y
s
i
s
P
r
o
b
l
e
m

a
n
a
l
y
s
i
s
P
r
o
b
l
e
m

a
n
a
l
y
s
i
s
C
h
a
n
g
e

o
r
i
e
n
t
e
d
C
h
a
n
g
e

o
r
i
e
n
t
e
d
J
u
d
g
e
m
e
n
t
J
u
d
g
e
m
e
n
t
N
u
m
e
r
i
c
a
l

i
n
t
e
r
p
r
e
t
a
t
i
o
n
W
r
i
t
t
e
n

c
o
m
m
u
n
i
c
a
t
i
o
n
W
r
i
t
t
e
n

c
o
m
m
u
n
i
c
a
t
i
o
n
O
r
g
a
n
i
z
a
t
i
o
n
a
l
O
r
g
a
n
i
z
a
t
i
o
n
a
l
C
r
e
a
t
i
v
i
t
y
L
i
s
t
e
n
i
n
g
L
i
s
t
e
n
i
n
g
a
w
a
r
e
n
e
s
s
a
w
a
r
e
n
e
s
s
L
e
a
r
n
i
n
g

o
r
i
e
n
t
e
d
L
e
a
r
n
i
n
g

o
r
i
e
n
t
e
d
P
l
a
n
n
i
n
g
P
e
r
s
u
a
s
i
v
e
n
e
s
s
P
e
r
s
u
a
s
i
v
e
n
e
s
s
A
d
a
p
t
a
b
i
l
i
t
y
A
d
a
p
t
a
b
i
l
i
t
y
P
e
r
s
p
e
c
t
i
v
e
A
s
c
e
n
d
a
n
c
y
A
s
c
e
n
d
a
n
c
y
I
n
d
e
p
e
n
d
e
n
c
e
I
n
d
e
p
e
n
d
e
n
c
e
A
d
a
p
t
a
b
i
l
i
t
y
N
e
g
o
t
i
a
t
i
n
g
N
e
g
o
t
i
a
t
i
n
g
L
i
s
t
e
n
i
n
g
L
i
s
t
e
n
i
n
g
I
n
d
e
p
e
n
d
e
n
c
e
O
r
g
a
n
i
z
i
n
g
O
r
g
a
n
i
z
i
n
g
S
e
n
s
i
t
i
v
i
t
y
S
e
n
s
i
t
i
v
i
t
y
W
r
i
t
t
e
n

c
o
m
m
u
n
i
c
a
t
i
o
n
E
m
p
o
w
e
r
i
n
g
E
m
p
o
w
e
r
i
n
g
F
l
e
x
i
b
i
l
i
t
y
F
l
e
x
i
b
i
l
i
t
y
I
n
i
t
i
a
t
i
v
e
A
p
p
r
a
i
s
i
n
g
A
p
p
r
a
i
s
i
n
g
D
e
c
i
s
i
v
e
n
e
s
s
D
e
c
i
s
i
v
e
n
e
s
s
E
n
e
r
g
y
M
o
t
i
v
a
t
i
n
g

o
t
h
e
r
s
M
o
t
i
v
a
t
i
n
g

o
t
h
e
r
s
E
n
e
r
g
y
E
n
e
r
g
y
C
u
s
t
o
m
e
r

o
r
i
e
n
t
e
d
L
e
a
d
i
n
g
D
e
v
e
l
o
p
i
n
g

o
t
h
e
r
s
T
e
n
a
c
i
t
y
T
e
n
a
c
i
t
y
R
i
s
k

t
a
k
i
n
g
L
e
a
d
i
n
g
I
n
i
t
i
a
t
i
v
e
I
n
i
t
i
a
t
i
v
e
B
u
s
i
n
e
s
s

s
e
n
s
e
R
i
s
k

t
a
k
i
n
g
C
o
n
c
e
r
n

f
o
r

o
t
h
e
r
s
B
u
s
i
n
e
s
s

s
e
n
s
e
I
n
i
t
i
a
t
i
v
e
C
o
n
c
e
r
n

f
o
r
e
x
c
e
l
l
e
n
c
e
C
u
s
t
o
m
e
r
-
o
r
i
e
n
t
e
d
I
n
i
t
i
a
t
i
v
e
C
u
s
t
o
m
e
r
-
o
r
i
e
n
t
e
d
Developing Competency Models 39
observers, focus groups and through on-the-job observa-
tions. This data must then be analysed to identify the
competencies that are significant to effective performance.
Though this is time consuming, it focuses on role- and
company-specific competencies.
Another approach is when organizations use a validated
model as the starting point instead of extensive interviews
and observations of incumbents on the job, thus saving
time. But such a generic model may not be role or company
specific. It is best suited for managerial and leadership
roles that cut across functions and positions.
(d) The project of developing a model should be assigned to a
team of five to nine people depending upon the scope. The
team should comprise of individuals who are responsible
for implementing and using the model, key stakeholders,
one or two individuals with experience and practice in
competency model development and a visible sponsor who
can act as its advocate within the organization.
2. Clarify implementation goals and standards—What is the
intended result of the project? How will we know when we
have achieved it? To provide direction to the project the goal
should be expressed in terms of performance or output. The
goal should be specific, realistic, attainable, challenging,
consistent with the available resources and the organization’s
policies and procedures, measurable and should have a deadline.
To develop an excellent model, the implementation standards
should address quality, quantity and timing. This should include
a set of standards to identify what actions must be taken to
meet them.
3. An action plan is essential—What are the tasks that are involved?
Who is responsible for carrying them out? When must they be
completed? What are the resources that are required? An action
plan is essential to manage the workload, review and monitor
the progress of the project and communicate it to the team
members. Another integral part is to identify the possible
problems and be ready with a contingency plan to address those
issues. An action plan should comprise of action steps broken
into work that needs to be done, and deliverables into tasks and
40 The Handbook of Competency Mapping
activities; accountabilities for carrying out each step; schedule
specifying the set start, completion dates and various milestones;
and requirement of resources including equipment, people,
money, etc.
Certain problems are predictable and others are not. Advance
planning for likely impediments will lessen their impact and
minimize the impact of any unforeseen event. The problems
that arise may be related to time and changed priorities, influence
of stakeholders, power and political resources, resistance and
skill. There is thus a need to review each step and plan as a
whole, raising questions on what could go wrong where, and
be ready with a contingency plan.
While developing a contingency plan, one must prioritize
the listed potential problems that are most likely to arise in the
implementation; determine the probability of each and the
seriousness of its impact; assign accountability for these
preventive measures; and draw up a list of contingency actions.
This exercise would help in changing or modifying the course
of action if needed, and provide people outside the project team
with step-by-step information about the development process.
Outgoing communication on the progress of the project is vital
for its success. It helps reduce the likelihood of the project
being stalled or derailed.
4. Identification of individual performance against established
performance criteria—What does successful performance on
the job look like? What job outputs or results will be examined?
Against whose performance will the findings be tested? The
identification of individuals at various performance levels is
necessary when developing a model. First there is a need to
determine the successful performance related to job output or
results and then to differentiate the behaviour of successful
performers from that of those who are less effective. Once the
performance criteria are agreed upon, an interviewing and
observation pool has to be created in order to identify superior
performers, mediocres and those who fall below expectations.
Other alternative methods can be performance appraisals, ratings
of effectiveness from direct reports and colleagues and inputs
from a panel of judges. The quality of the performance criteria
Developing Competency Models 41
is very important because that would serve as the foundation
for many steps and ultimately indicate the success of the model,
ensuring that the people whose competencies have been
identified have actually demonstrated these by successful
performance.
Caution: It is essential to understand the business need which
drives the project and identify the key success factors. The
competency model should reflect the unique aspects of the
position in a given organization and not be developed in a
vacuum. However, if for reasons beyond control, the objectives
are changed during the development of the competency model
it would mean compromising with the usefulness of the model
itself. Therefore the application of the model should not lose
focus midstream.
42 The Handbook of Competency Mapping
CHAPTER THREE
Issues Related to Developing Issues Related to Developing Issues Related to Developing Issues Related to Developing Issues Related to Developing
Competency Models Competency Models Competency Models Competency Models Competency Models
W
HENEVER a new thing is decided to be introduced, a
number of questions arise. Following the problem-solving
approach to decision making, it is of utmost importance
to find out what the problem is. Facts need to be gathered in order to
establish the problem. Decision making has to be linked with the
short-term and long-term objectives. Once the objective is clear, the
next step is to generate alternatives. There should be adequate
brainstorming while generating alternatives. Sometimes, even the
alternative which appears to be insignificant may emerge as the action
plan. These alternatives are to be evaluated against the various chosen
criteria for the action plan to emerge.
It is an old saying that ‘power lies not with those who have all
the answers but with those who have the questions’. While building
competency-based models, a host of questions occur—the problem
is that there is no right or wrong answer. To achieve ultimate
effectiveness it is necessary to address all the issues, alternatives,
pros and cons.
Is the Organization Serious about it? Is the Organization Serious about it? Is the Organization Serious about it? Is the Organization Serious about it? Is the Organization Serious about it?
Until there is total commitment, the competency model project
is sure to be doomed. Most of the organizations have to simply go
for it because it is a mandatory requirement to seek ISO certifications
or any other national/state quality certification/award. If the employers
Issues Related to Developing Competency Models 43
understand that an ISO certification is necessary to retain certain
customers or attract new customers, or that the quality award will
help in marketing products or services, the acceptance is complete,
from the top to the bottom of the hierarchy. Competency is seen as a
potential tool but developing the model is difficult in most cases.
When individuals take actions that are different from what they
want to do, the purpose of what they want to achieve is defeated.

Organizations may have a collection of worthwhile projects
which are killed by the managers and supervisors who are
supposed to execute them. All efforts of top management to
take decisions will fail without their buy-in.

Organizations where total commitment from top to bottom is
not there, and if they neither see the benefits nor have the
culture to support the competency philosophy, the process should
be stopped.

The methods of personal decisions should be uniform; if they
vary from department to department, organizations may put
themselves in a legal risk. Competency-based applications must
be universal in the organization.

Leadership must have a vision to drive the process and the
potential to complete it; benefits have to be communicated
adopting the various methods from top to bottom.
What is the Goal—Quality or Excellence? What is the Goal—Quality or Excellence? What is the Goal—Quality or Excellence? What is the Goal—Quality or Excellence? What is the Goal—Quality or Excellence?
The question is what is the organization trying to accomplish?
Is it striving for quality or excellence or both? Quality and excellence
are two different terms. Quality is an absolute state—in the control
of total quality management, quality is conformance to requirements,
doing things according to standards. Excellence is a relative term, to
put it simply, it is being better than others. It requires comparison.
So it can be said that quality is built in, while excellence is designed.
If the goal is quality, it means individuals will be assessed on whether
they meet the established standards. It is assumed that they possess
the minimum competencies. If the goal is to achieve excellence,
individuals will be assessed on their competence levels based on a
continuous evaluation scale. Hence when evaluating for excellence,
it would be necessary to compare the relative competence between
44 The Handbook of Competency Mapping
two employees in addition to measuring their competence against the
standards scale.
Is the Development Ef Is the Development Ef Is the Development Ef Is the Development Ef Is the Development Effor for for for fort Periodic or Continuous? t Periodic or Continuous? t Periodic or Continuous? t Periodic or Continuous? t Periodic or Continuous?
The decision depends upon the environment and the industry.
If the environment is stable, the competencies would have changed
little over the years. But in most organizations, work activities, job
responsibilities and personnel assignments are in a constant state of
flux. Every change generates new job titles and/or processes requiring
adjustment or changes in the position of competency models. Where
continuous modelling is required, either the change can be slowed
down to keep the models up to date or the change will be driven by
customer demands and competitive processes which has its own pace
because it is not in the control of the organization. It is important to
ensure that the development efforts, whether periodic or continuous,
are really genuine. To do so, the management must be willing to
provide sufficient development resources periodically and for
continuous development it must link development efforts to planned
changes or changes that have been anticipated in the near future.
Is the Assessment a Continuous Process Is the Assessment a Continuous Process Is the Assessment a Continuous Process Is the Assessment a Continuous Process Is the Assessment a Continuous Process
or is it a One-time Endeavour? or is it a One-time Endeavour? or is it a One-time Endeavour? or is it a One-time Endeavour? or is it a One-time Endeavour?
Should the assessment be periodic or on demand? The deter-
mining factor is when the assessment is scheduled. If the annual
assessment plan is decided for the entire year, a batch assessment
process must be completed. If it is being continuously monitored, a
continuous assessment application can be created. The administration
of an assessment is also a major factor. Traditionally, the assessment
and reporting of the group is done at once. Forms are distributed and
collected; responses are collected and recorded. Nowadays, compe-
tency assessment and reporting can be completed over the intranet
within the organization at any time for all positions. It is continuously
updated with the individual assessment results. Computerization,
however, depends upon the expert application designer, voluntary
Issues Related to Developing Competency Models 45
or mandatory assessment process and the maturity of a competency
assessment model. Initially, to start with it is useful to have a batch
approach. Every individual is assessed at once, and group results are
immediately available for validation. The larger the group, the more
valid is the sample study. The value of assessment, irrespective of
the approach, lies in the accuracy of the model and validity of the
assessment tool/instrument.
Are the Competencies Reflecting Current Are the Competencies Reflecting Current Are the Competencies Reflecting Current Are the Competencies Reflecting Current Are the Competencies Reflecting Current
Activities or Future Activities? Activities or Future Activities? Activities or Future Activities? Activities or Future Activities? Activities or Future Activities?
The issue is deciding whether the model reflects what the
situation is or what it should be. Continuous quality improvement or
re-engineering the process are continuously evaluated and incre-
mentally improved by the organization or it results in temporary
periods of radical change. This creates a significant challenge in
developing a competency model. If the processes are broken,
continuous change can be monitored periodically but if the processes
are locked, it can become a massive impediment to change. Existing
appraisal systems should cover the experiment. The question that
arises is: who is sufficiently qualified to assess employees on
something they are not yet doing? How would the standards be set?
How do new processes drive competency needs and how do available
employee competencies drive process options? How does one develop,
identify and assess anticipated competencies for new processes? The
quality improvement team and the competency project team should
form a team to analyse relatively stable processes and accept the
continuous responsibility of the model.
What should be the T What should be the T What should be the T What should be the T What should be the Time Frame for the Project? ime Frame for the Project? ime Frame for the Project? ime Frame for the Project? ime Frame for the Project?
Usually the management and managers, because of
inexperience, feel that like any other activity, a competency model
has a classic start and completion date. But actually, competency is a
successive application and the relative mature state can be reached
only with stable processes. In the first year, the stress should be on
46 The Handbook of Competency Mapping
the development of the model and initial assessment. The second
year should show a refinement in the model and assessment, with
improved results. The managers will then have more familiarity with
the process through growth in the comfort level. A comparative
assessment of the current year and previous year helps in new
development activities and creates needs that are to be utilized.
By the third year it should reach a certain level of maturity.
The focus here is on the maintenance rather than development. In
some cases there might be immediate benefits in the first year, but
dissatisfaction is also a possibility and weaker areas need to be
addressed. There is a need to make the commitment stay on for
multiple rounds, until the desired results are obtained.
How will the Organization Use the Results? How will the Organization Use the Results? How will the Organization Use the Results? How will the Organization Use the Results? How will the Organization Use the Results?
Competency models and their application usually create a certain
fear and scepticism. The management of change is not easy.
Leadership questions how to make use of it in alignment with the
organization’s strategy. The employees’ perception is to raise
questions regarding the interests of the management. The management
or employees’ competency effort is an illusion. If the attitude is ‘this
is yet another innovation of human resources which shall meet its
fate … the effort shall be doomed’. The results may be used for
downsizing, promotions or selections, etc. Competency assessment
will rank the employees, indicate future needs, determine whether
positive business results were generated or raise skills that target
learning and development activities. The end result will be used for
the development of the employees to succeed or be used as a punitive
measure. The higher the level of trust between the management and
employees, the higher would be the willingness to be candid and
accurate in assessment. The competency assessment process should
be kept separate from the performance management process. As long
as the competency assessment process is linked to human resource
applications, even if it is used only for development purposes,
employees will always be sceptical. Thus it is very important to keep
them separate; gradually when the model matures it may be integrated,
as the trust level would be much higher.
Issues Related to Developing Competency Models 47
What is the V What is the V What is the V What is the V What is the Value Addition for the Organization? alue Addition for the Organization? alue Addition for the Organization? alue Addition for the Organization? alue Addition for the Organization?
What the organization desires, is the classic question. There
may be various desired outcomes.

Requirement of quality certification programme for staying in
business.

Enhancing organization’s stature and competitive position.

Improved recruitment and selection processes.

Right people in the right jobs internally.

Developing people in time and according to the needs.

Better performance and the dropping of unnecessary develop-
ment activities by focusing on the need of the job.

Overall organizational performance by capturing market share,
improved customer service, innovation, improved efficiency,
decrease in time to market and better decisions.
The message has to be reinforced by repeating that the
management really means it.
What is the V What is the V What is the V What is the V What is the Value Addition for Employees? alue Addition for Employees? alue Addition for Employees? alue Addition for Employees? alue Addition for Employees?
If the message is communicated that the management ‘really
means it’, results are positively going to add value for the employees.

Clarity of processes, skills and knowledge required to meet the
established standards.

Knowledge about where employees meet required qualifica-
tions, thus not wasting time in unnecessary development
activities.

Determine competencies for the jobs that an employee aspires
for.

Rationalizing personnel decisions by promoting truly qualified
employees and allowing others to take advantage of set standards
to become qualified.

Increase in competency levels and improved working condi-
tions, thus benefiting both the individual and the organization.
48 The Handbook of Competency Mapping

More opportunities in the form of new positions and available
promotions with the growth of the organization.

Availability of information to determine job qualifications and
to fill in employees’ gaps.

Shift from formerly subjective personnel process to management
by fact.
How will the Deter How will the Deter How will the Deter How will the Deter How will the Determinants of Success minants of Success minants of Success minants of Success minants of Success
be Measured? be Measured? be Measured? be Measured? be Measured?
It is most important to measure the determinants of success if it
has to be managed. If it is training, the team should establish what
and how much was done other than effectiveness.

There can be an internal quality implementation member versus
an external quality certified lead auditor to identify what went
well, what should be included and what needs to be stopped.

Judgements can be based on how the project compares with the
benchmark experiences of other organizations.

The determinants of business results like reduction in turnover
costs, decrease in programming errors, faster time to market,
customer satisfaction, profitability, etc.
All this requires measurement of current performance at the
time of starting the project than at the time of implementation.
What are the Desired Outcomes? What are the Desired Outcomes? What are the Desired Outcomes? What are the Desired Outcomes? What are the Desired Outcomes?
The desired outcomes can be the following deliverables:

Competency Model—Generic competency model for the
organization as a whole along with a specific competency model
for specific positions.

Position standards for each competency and for each job.

Measurement instruments/jobs to determine levels of
competency.
Issues Related to Developing Competency Models 49

Gaps identified between employee’s competence and position
standards.

Linking results with the enrolment database and with position
curriculum.

Career development plan.

Training calendar.

Training need analysis by identifying the gaps observed and
adding them to the course schedule.
The focus should be on highlighting what the organization wants
to be able to do.
Who is the Owner of the Process? Who is the Owner of the Process? Who is the Owner of the Process? Who is the Owner of the Process? Who is the Owner of the Process?
Every process should be owned by somebody who is responsible
for the overall success and continuous enhancement. Is this the
responsibility of HR? Ideally, it should involve individuals from
various departments excluding those whose appraisal will be adversely
affected by the outcomes of the project. Line managers and workers
are essential in creating and evaluating competencies and assessment
instruments. Whosoever is responsible for the project will have the
authority to own the process. The owner should be centrally located
with the experiences of HR process and training. There are logical
conditions for ownership.
Who All will be T Who All will be T Who All will be T Who All will be T Who All will be Targeted? argeted? argeted? argeted? argeted?
A generic competency model comprises core competencies
which are not too specific, which cannot be a substitute for individual
positions. Therefore to being with, the process can be started from a
single department but ideally the following needs to be present:

Scope to develop competency models for jobs at various levels
representing different kinds of work activities.

Commitment from the leader with efforts to enthusiastically
support the managers, supervisors and frontline employees.
50 The Handbook of Competency Mapping

Departments/Divisions with a positive and healthy climate and
without any hidden agenda or leadership dysfunctions would
be ideal for the project.
A competency model should be developed for relatively
structured job positions and duties rather than for a department that
has extremely complex interdependent jobs. The pilot programme
should aim to establish organizational processes on competencies.
Who All will be Involved in Development? Who All will be Involved in Development? Who All will be Involved in Development? Who All will be Involved in Development? Who All will be Involved in Development?
All the stakeholders and at least one person who is not affected
by the process should be involved in the development of the model.
The team should be able to perform job analysis, and develop tools
and instruments for assessment. They should have the background
for interviewing, survey, questionnaire development and statistical
analysis. There is no substitute for knowledge and skill. The team
can be from within, depending upon qualified professionals and hired
consultants or they can be outsourced. A realistic team would consist
of members from within along with a professional consultant.
Who will be Assessed and by Whom? Who will be Assessed and by Whom? Who will be Assessed and by Whom? Who will be Assessed and by Whom? Who will be Assessed and by Whom?
For any assessment, the basic requirement is the validity and
reliability of the assessment instruments. Are the instruments valid
to measure the competencies needed to drive the desired business
results? Are they reliable to accurately capture the competency levels
of employees? There are various methods of assessment, indicating
who is assessed and by whom.

Bottoms-in-seats Assessment—This is a curriculum-based
assessment wherein training curricula are developed by position.
Employees present in the training are measured for the
competence. However, it does not ensure any level of com-
petence. The modules should be standardized along with the
methods. This method of assessment has a minimal level of
functionality and reliability.
Issues Related to Developing Competency Models 51

Self-assessment—One of the classical methods is self-rating on
the competencies by administering assessment instruments. This
is welcomed as employees best know their needs. The question
that arises is whether employees are qualified to assess
themselves. It is assumed that employees possess the knowledge
and ability to assess themselves. But for organizations aiming
at quality certification, if the individuals were qualified to assess
themselves there would be no need of any certification.
Individuals may not have the experience to rate themselves on
various competencies in the overall organizational perspective.
Each one would rate themselves depending upon their own
understanding, varying from superior employees to not-so-
superior employees. Understanding of each and every word is
essential for both generic and specific competency models, or
else there will be a problem of consistency. As the assessment
will be linked to HR processes, employees may be reluctant to
report the assessment accurately because of a motivational bias.
This is more likely to happen when the assessment is linked
to promotion opportunities. Another major problem is the
perceptional bias. Some individuals cannot judge themselves
accurately. They may either overestimate their competencies
or underestimate their competencies. In either situation, the
results are derailed.
In spite of being a convenient and intuitive method, it is not
very reliable.

360-degree Assessment—This refers to round-the-circle
complete feedback; performance is appraised by superiors,
subordinates, peers and customers. This is a better gauge of an
individual’s competence. Feedback on personal competencies
(abilities, skills and personal characteristics) is a vital foundation
upon which an individual can build and develop himself/herself.
Some salient features of the 360-degree Assessment are:
Team approach eliminates blind spots on the basis of self-
assessment.
Team synergy makes better decisions than individuals.
Difference between self-assessment and team assessment can
be readily measured.
52 The Handbook of Competency Mapping
Self-analysis is useful; group analysis is more valid.
Difference between self-perception and group perception can
be compared.
However, the concern about the qualification of employees
to assess competencies is multiplied. Subordinates, peers
and even superiors may have less knowledge about the jobs
of others. Therefore, the question of validity arises.
What is the level of interaction between the co-workers?
Have they actually done the job?
Do they have an understanding of the process?
Are they trained to assess?
Are they internally consistent in their own ratings and also
externally consistent with other respondents in assessing
individual co-workers for various positions?
The problem of motivational bias arises because the co-workers
who are assessing may be competitors for upcoming promotions.
This calls for a clash of personal interests. Perceptual biases are
reflected in assessing co-workers. They do not really assess compe-
tencies but is an indication of how satisfied he or she is with the
co-worker on various competencies. If not monitored and managed
carefully and continuously, he/she may become a battle zone, shooting
anonymous shots.
A number of common constraints or problems have been
documented in research regarding the use of the 360-degree appraisal
in numerous organizations around the world (refer to Clifford and
Bennett 1997). Some of the more critical potential stumbling blocks
are listed below.
Problems may arise if:

The purpose of the process is not clearly communicated and
understood by the appraisee.

The wrong instrument has been chosen for the appraisee’s job.

Appraisees feel threatened by the process and results (33 per
cent of the 800 organizations surveyed in a study identified this
as the main obstacle).

There is a reluctance on the part of the appraisee to invite peers
and subordinates to give ratings. The possibility of reprisals,
vendettas and vindictiveness is a major concern.
Issues Related to Developing Competency Models 53

There is a lack of concern for the highly sensitive data which
needs careful feedback.

There is a similar lack of concern for anonymity and
confidentiality.

The true meaning of the result becomes clouded by prejudice,
politics or sycophancy.
Business Results—The emphasis here is on individual results
and not on group or departmental results. It links the individual and
his competence with the desired business outcomes. But if it becomes
a flawed assumption, when employees do not have control on the
complete process, this cannot be solely responsible for outcomes.
The approach discussed focuses on the performance, but
competence assessment ascertains the level of competence to do the
job and not the performance. However, the competency model is
often linked to performance, appraisal and promotions. The best
alternative would be to use a range of assessment techniques depending
upon the competencies being measured.
How to V How to V How to V How to V How to Validate the Assessments? alidate the Assessments? alidate the Assessments? alidate the Assessments? alidate the Assessments?

Select the top superior performers and the bottom 10, not
average performers, and administer a test. The test should reflect
the relative competency levels. Informal verification such as
data from the group, interview summaries of the record and
comments may be one way to validate the assessment.

Just after the assessment, a quick survey can be done by openly
asking the employees about their opinions regarding the
reliability of the assessment. The responses should be kept
confidential and should be anonymous. The analysis should be
done by an outsider.

To check the accuracy, a sample of employees from all levels
can use the assessment instrument. The differences can be
worked out through discussions until an agreement is reached.

The 360-degree feedback can be used for validation. The
respondents can specify the responses.

A sample of respondents can be contacted to verify every item
of assessment at all levels. The data should help the
54 The Handbook of Competency Mapping
standardization so that true assessment can be determined.
Statistical analysis would identify the percentage of responses
where the ratings were higher or lower than the actual.

Several of these techniques can be utilized concurrently. Each
technique would make a unique contribution, which would be
an abiding block at the first stage. Usefulness may range from
involvement, by understanding the model and its administration,
to generating quality data and facilitating improvement in
assessment instrument.
How will the Competency Project be How will the Competency Project be How will the Competency Project be How will the Competency Project be How will the Competency Project be
Communicated to the Employees? Communicated to the Employees? Communicated to the Employees? Communicated to the Employees? Communicated to the Employees?
Communicating any major change which is driven by asking
for a certain amount of uncertainty will give way to rumours, fear
and anxiety. Expecting people to be welcoming or being enthusiastic
is too much. Communicating that the management ‘really means it’
is essential for success. This should be communicated through all
possible formal and informal communication channels. A positive
environment has to be created along with transparency of its
application in the HR functions. Feedback from all levels, especially
frontline employees, will be most helpful.
The important decisions on the competency model project must
be made at the start of the project in order to eliminate later problems.
Management by all means, should express it ‘really means it’ by
being committed and communicating, funding, supporting and
executing the decision. The outcome and its usage must be clear. To
achieve success, the implementation should be done right from the
start or not be done at all.
Competency-based Application 55
CHAPTER FOUR
Competency-based Competency-based Competency-based Competency-based Competency-based
Application Application Application Application Application
I
N 1996, the American Compensation Association (ACA) mailed
questionnaires to HR professionals in 19,106 North American
companies. Two per cent of these, i.e., 426 were returned. From
these, a total of 1,257 competency-based applications were identified,
70 per cent of which were underdeveloped. Table 4.1 shows how
long the four types of competency-based applications had been
installed. The bulk of applications were in place for less than
two years.
Table 4.1: Durations of Competency-based HR Applications
Application Staffing Performance Training and Compensation
Management Development
In
development 29% 33% 44% 52%
<1 year 26% 25% 14% 17%
1–2 years 29% 28% 25% 21%
3–5 years 12% 11% 10% 7%
>5 years 3% 3% 7% 2%
The early adopters were implementing competency-based
HR applications for a number of potential benefits. Table 4.2 shows
how the respondents thought that competency-based HR applications
would help their organizations to focus behaviour.
56 The Handbook of Competency Mapping
Table 4.2: How Competency-based HR Applications
Focus Behaviour
Factors Respondents Selecting
(%)
Communicate valued behaviour 48
‘Raise the bar’ of the competency level
of all employees 45
Emphasize people (vs. job) capabilities, enabling
the organization to gain competitive advantage 42
Encourage cross-functional/team behaviours
critical to business success 34
Reinforce new values while continuing to support
the achievement of business objectives 27
Close skill gaps 26
Support superior performance in roles/units that
have a critical impact on organizational success 22
Focus people on total quality/customer-
centred behaviour 22
Provide an integrating vehicle for human
resources 20
Ease the flow of people across business
and global boundaries 8
The ACA data provides further insight into the effectiveness
of competency-based applications. The feedback on 148 models that
had been in place for more than a year showed mostly positive
experiences, but with a difference in various factors.
Competency-based HR applications focused on behaviour levels.
Focus and emphasis was also increased. However, improvements in
competency, skills and performance were still too early to tell for
many respondents. What was concluded was that the focus must be
on developing competency-based processes that drive improvements.
Effectiveness of competency-based HR programmes was
different for various factors:
1. On focusing people on total quality/customer-oriented
behaviour, the positive effect was 80 per cent, the don’t know/
Competency-based Application 57
too early to tell group was 20 per cent, no effect was 0 per cent
and negative effect was also 0 per cent.
2. On emphasizing on people (vs. job), there was 69 per cent
capabilities, enabling the organization to gain competitive
advantage. The positive effect was 69 per cent, don’t know/too
early to tell was 23 per cent, no effect was 4 per cent, negative
effect was also 4 per cent.
3. On ‘raise the bar’ of the competency level of all employees,
the positive effect was 59 per cent, don’t know/too early to tell
was 41 per cent, no effect was 0 per cent and negative effect
was also 0 per cent.
4. On close skill gaps, the positive effect was 50 per cent, don’t
know/too early to tell was 50 per cent, no effect was 0 per cent
and negative effect was also 0 per cent.
5. On support of superior performance in roles/units that have a
critical impact on organizational success, the positive effect was
30 per cent, don’t know/too early too tell was 70 per cent, no
effect was 0 per cent and negative effect was also 0 per cent.
The close alignment of competency applications with customer-
centred behaviours is apparent and is seen as an immediate result by
respondents. They also report a positive effect on competitiveness.
But the impact on actual reduction of employee competency levels
and the support for superior performance of key individuals and
departments is less clear.
The findings have something to do with the overall newness of
the competency applications but they may also reflect problems with
implementation. The applications evidently got everyone thinking in
the right direction but not necessarily performing better.
The concept of competency applies to the full range of HR
functions. The role of competency is to move the employee through
the organization in a cyclical fashion, from one position to another.
The competency-based HR functions, as illustrated in Fig. 4.1,
are as follows:
Position Requirement Position Requirement Position Requirement Position Requirement Position Requirement
Process Design—The process determines what skills and
knowledge is needed. The desired outcomes form the basis of a
58 The Handbook of Competency Mapping
measurement system for determining qualifications of workers in
the process.
Job Design—Once the qualification and skill on knowledge is
determined the task can be assigned to individuals or teams. Job
requirements are used to identify employee competency levels and
qualifications.
Thus, for a position of an HR manager in an organization one
has to look into the Knowledge, Skills and Attitudes (KSA) needed
for that particular position. It would require qualification, business
results and measurement systems to determine qualification at the
individual and team levels as given below:
HR Competence Audit HR Competence Audit HR Competence Audit HR Competence Audit HR Competence Audit
The following checklist is used to assess the HR competence of
the people performing HR functions in the organization as given in
Table 4.3.
5: Has this competence in abundance.
4: Has this competence adequately.
3: Has this competence but can develop some more.
2: Needs to develop this competence substantially.
1: Does not have this competence, needs to start developing it.
Fig. 4.1: Competency-based HR Applications
Competency-based Application 59
Table 4.3: HR Competence Audit
HR Knowledge
1 Knowledge of HR philosophy, policies, practices and systems
2 Knowledge of performance appraisal system practices
3 Career planning and development system and practice
4 Knowledge of organizational diagnoses and interventions
5 Knowledge of learning theories
6 Knowledge of training-methods and systems
7 Knowledge of organizational structures and how they function
8 Knowledge of group dynamics and group function
9 Knowledge of links between organizational goals, plans, policies,
strategies, structure, technology, systems, people management systems,
styles, etc.
10 Knowledge of power dynamics and networking in the organization
11 Organizational plan, manpower and company requirements
12 Knowledge of social violence research methods
13 Knowledge of job analysis, job enrichment, job redesign and job
evaluation
14 Manpower planning methods
15 Knowledge of role analysis techniques
16 Knowledge of employee relation practices
17 Knowledge of the role of reward
18 Knowledge of the methodology of behaviour modification and attitude
change
19 Knowledge of quality circles
20 Knowledge of recent development in management systems
21 Knowledge of personality theories and measurement
22 Understanding of personal and managerial effectiveness
23 Knowledge of interpersonal relations and factors affecting them
24 Knowledge of what constitutes an organization’s health and methods
of survey
25 Knowledge of instruments and measurement of human behaviour
26 Knowledge of personal growth and its methods
27 Knowledge of turnaround strategies
28 Knowledge of creativity and problem-solving techniques
29 Knowledge of conflict management techniques and strategies
(contd.)
60 The Handbook of Competency Mapping
HR Skills
1 Influencing (communication, persuasion, assertiveness, inspirational
and other skills needed to influence) top management
2 Influencing skills needed to influence line manager
3 Articulating HRD philosophy and values
4 Designing skills for developing HRD systems
5 Communication skills: Written (ability to communicate views, opinions,
observations, suggestions, etc. clearly to make an impact)
6 Communication skills: Oral
7 Skills to monitor the implementation of HR systems (designing
questionnaires, data gathering, feedback and persuasion)
8 Interpersonal sensitivity
9 Ability to give and receive feedback
10 Counselling skills (listening, rapport building, probing and exploring)
11 Conflict-management skills
12 Ability to inspire others by arousing their values and superordinate
goals
13 Leadership and initiatives
14 Creativity
15 Problem-solving skills
16 System designing skills
17 Task analysis/Job analysis skills
18 Organizational diagnosis skills
19 Process observation and process sensitivity skills
Personal Attitudes and Values
1 Empathy and understanding
2 Positive and helpful attitude to others
3 Faith in people and their competencies
4 Introspective attitude
5 Openness (open to others’ suggestions and in expressing his or her
own views)
6 Interpersonal trust
7 Productivity
8 Respect for others
9 Self-confident; faith in one’s own competencies
10 Sense of responsibility
Table 4.3 (contd.)
(contd.)
Competency-based Application 61
11 Sense of fairness (constant desire for objectivity and resistance to
being impressionistic)
12 Self-discipline (desire to set examples)
13 Honesty (desire to be sincere and honest)
14 Willingness to experiment
15 Learning orientation
16 Willingness to treat every experience as a learning opportunity
17 Perseverance
18 Work motivation (desire to be involved in and work harder for the
organization)
19 Superordination (an attitude that he or she is working for larger goals)
20 Empowering attitude (A tendency to respect others and a willingness
to empower them, by not being overly concerned about a personal
power base)
21 Stress tolerance (ability to cope with stress, frustration, hostility and
suspicion)
Analysis Analysis Analysis Analysis Analysis
These three areas—HR professional knowledge, HR skills and
personal attitudes and values—are the true depiction of the competency
of a HR professional. A 5-point scale ranging from having competency
in abundance to having no competence on each element and its scores
would indicate where we stand vis-à-vis HR capabilities. ‘The
competency of a professional is determined through his or her level
of knowledge, capacity to utilize skills and personal attitudes and
values towards the HR function’ (Chanda and Kabra 2000).
Position Fulfilment Position Fulfilment Position Fulfilment Position Fulfilment Position Fulfilment

Recruitment—Competencies are the basis to determine who
should be interviewed and evaluated along with skills and
knowledge. This is a costly and time-consuming effort that can
be reduced through proper understanding of what competencies
a candidate can bring to the job. The competencies should be
Table 4.3 (contd.)
62 The Handbook of Competency Mapping
well defined so that their meaning is clear and there is no
ambiguity.

Qualification—To determine whether the candidate is qualified
to perform the job or can master the requirements of the position,
it is necessary to evaluate competency.

Selection—While selecting an individual, competency as-
sessment is used to determine the best person to fill the position.

Orientation—This refers to developing the general competencies
required of an employee, by the organization.

Induction Training—This refers to developing the specific
competencies where there are gaps, to meet the desired per-
formance standards of the position.
For position fulfilment it is important to have competencies
with definitions and ratings. In case the competencies identified are
creativity, learning oriented, flexible and analytically skilled, these
can be rated on a 5-point scale as stated in Table 4.4.
Table 4.4: Competencies with Definitions and Ratings
Rate the individual Rating Scale Use this 5-point scale
on each of the to indicate level of
competencies using performance
the 5-point (1) Exceptional Consistently exceeds
rating scale expectations
(2) Very Good Consistently meets or
exceeds expectations
(3) Good Consistently meets
expectations
(4) Satisfactory Does not meet expecta-
tions consistently
(5) Unsatisfactory Consistently fails to meet
expectations
Competencies Rating
Creativity: Produces highly imaginative 1 2 3 4 5
and innovative ideas and proposals
(contd.)
Competency-based Application 63
which are not obvious to colleagues
with lesser perspective.
Takes Initiative: Proactively initiates 1 2 3 4 5
changes or takes action towards
efficiency, addresses existing and
potential problems, satisfies customers
and finds new opportunities.
Learning Oriented: Actively identifies 1 2 3 4 5
own learning needs and opportunities.
Is effective in applying new learning
in a work context.
Exhibits Flexibility: Effectively adapts 1 2 3 4 5
when faced with changing situations,
unexpected pressures and varying
job demands.
Uses Analytical Skills: Uses relevant 1 2 3 4 5
facts, data and analytical tools to
draw accurate and meaningful
conclusions.
Once the competencies are identified, a list of interview
questions along with the competency rating sheet is needed to
elicit information about relevant behaviour. An interview panel may
probe further to get the relevant information, for example as given
in Table 4.5.
Table 4.5: Selection Interview Questions
1. Describe an incident in which your workload was too heavy.
2. How did you handle the situation?
3. Tell me about a situation when you were trying to accomplish something
and did not have ready access to the necessary resources. How did
you get them?
4. Describe a situation in which you had to juggle more than one task.
How did you handle them? Which one did you handle first and why?
5. How did you manage your time and task?
6. Tell me about a situation when your planning was not helpful. What
happened then and how did you recover?
Table 4.4 (contd.)
(contd.)
64 The Handbook of Competency Mapping
Table 4.5 (contd.)
7. Tell me about a time when you had to deal with two people asking you
to work on different projects that required more than 100 per cent of
your time. How did you resolve the situation?
8. State an example when you were not able to achieve the goals. What
did you do?
9. Describe a situation where your performance was excellent. What were
the circumstances? What did you do? How did the people respond?
An interview rating form provides a continuum of unacceptable
to acceptable behaviour examples, with three to six behaviour
examples of each competency. Interviews may use a structured rating
form to bring in objectivity along with focus in the interview, relating
to what is the standard that is needed for a position. For listening
skills (as given below) the definition of competencies needs to be
clearly marked out. The competency is marked on a point scale with
an ‘above’ and ‘below’ standard. Also given below is some space for
the repondent to explain why a certain standard has been chosen.
This helps evaluators to focus on the behaviour needed for a particular
position without assessing mere feelings. This describes exceptional
performance, thus the rating scale is for frequency or effectiveness
of competency as given in Box 4.1. However, the rating form states
the importance of the competency to current or future role (see
Table 4.6).
Per Per Per Per Perfor for for for formance Management mance Management mance Management mance Management mance Management

Measurement—A people-driven process; it is essential to have
measurement of workplace competencies.

Development—The development activities are relative and are
received while on the job. They are designed to support the
continuous improvement of workplace competencies.
For performance management it is necessary to have a list of
behaviour descriptions for skill improvement along with a checklist
of specific behaviour examples (see Box 4.2). A description of three
to five levels of effectiveness for each competency is helpful in
understanding and assessing the person from above standard to below
standard as given in Box 4.3.
Competency-based Application 65
B
o
x

4
.
1
:

I
n
t
e
r
v
i
e
w

R
a
t
i
n
g

F
o
r
m
R
a
t
e

t
h
e

c
a
n
d
i
d
a
t
e

f
o
r

e
a
c
h

c
o
m
p
e
t
e
n
c
y

(
c
i
r
c
l
e

o
n
e

n
u
m
b
e
r

i
n

e
a
c
h

c
a
t
e
g
o
r
y
)
C
o
m
p
e
t
e
n
c
y
A
b
o
v
e

S
t
a
n
d
a
r
d
M
e
e
t
s

S
t
a
n
d
a
r
d
s
B
e
l
o
w

S
t
a
n
d
a
r
d
5
4
3
2
1
L
i
s
t
e
n
i
n
g
W
h
y
?
L
i
s
t
e
n
s

d
i
s
p
a
s
s
i
o
n
a
t
e
l
y
,

i
s

n
o
t
s
e
l
e
c
t
i
v
e

i
n

w
h
a
t

h
a
s

b
e
e
n
h
e
a
r
d
.

C
o
n
v
e
y
s

t
h
e

c
l
e
a
r
i
m
p
r
e
s
s
i
o
n

t
h
a
t

k
e
y

p
o
i
n
t
s
h
a
v
e

b
e
e
n

r
e
c
a
l
l
e
d

a
n
d
t
a
k
e
n

i
n
t
o

a
c
c
o
u
n
t
.
L
i
s
t
e
n
s

d
i
s
p
a
s
s
i
o
n
a
t
e
l
y

b
u
t

i
s
s
e
l
e
c
t
i
v
e

i
n

w
h
a
t

h
a
s

b
e
e
n
h
e
a
r
d
.

G
e
n
e
r
a
l
l
y

c
o
n
v
e
y
s
t
h
e

i
m
p
r
e
s
s
i
o
n

t
h
a
t

s
o
m
e
p
o
i
n
t
s

h
a
v
e

b
e
e
n

r
e
c
a
l
l
e
d
a
n
d

t
a
k
e
n

i
n
t
o

a
c
c
o
u
n
t
.
I
s

p
a
s
s
i
o
n
a
t
e
,

s
e
l
e
c
t
i
v
e

i
n
w
h
a
t

h
a
s

b
e
e
n

h
e
a
r
d
.

O
f
t
e
n
c
o
n
v
e
y
s

t
h
e

i
m
p
r
e
s
s
i
o
n

t
h
a
t
t
h
e

k
e
y

p
o
i
n
t
s

h
a
v
e

n
o
t

b
e
e
n
r
e
c
a
l
l
e
d

a
n
d

t
a
k
e
n

i
n
t
o
a
c
c
o
u
n
t
.
(
c
o
n
t
d
.
)
66 The Handbook of Competency Mapping
5
4
3
2
1
D
e
v
e
l
o
p
i
n
g
O
t
h
e
r
s
W
h
y
?
M
a
k
e
s

e
v
e
r
y

e
f
f
o
r
t

t
o
d
e
v
e
l
o
p

b
o
t
h

o
n

a
n
d

o
f
f
t
h
e

j
o
b
,

t
h
e

k
n
o
w
l
e
d
g
e
,
s
k
i
l
l
s

a
n
d

c
o
m
p
e
t
e
n
c
i
e
s

o
f
s
u
b
o
r
d
i
n
a
t
e
s

o
r

o
t
h
e
r
s
r
e
q
u
i
r
e
d

t
o

a
d
v
a
n
c
e

t
h
e
i
r
c
a
r
e
e
r
.
G
e
n
e
r
a
l
l
y

p
u
t
s

i
n

e
f
f
o
r
t

t
o
d
e
v
e
l
o
p

b
o
t
h

o
n

a
n
d

o
f
f
t
h
e

j
o
b
,

t
h
e

k
n
o
w
l
e
d
g
e
,

s
k
i
l
l
s
a
n
d

c
o
m
p
e
t
e
n
c
i
e
s

o
f

s
u
b
-
o
r
d
i
n
a
t
e
s

o
r

o
t
h
e
r
s

r
e
q
u
i
r
e
d
t
o

a
d
v
a
n
c
e

t
h
e
i
r

c
a
r
e
e
r
.
R
a
r
e
l
y

t
r
i
e
s

t
o

p
u
t

i
n

e
f
f
o
r
t
t
o

d
e
v
e
l
o
p

b
o
t
h

o
n

a
n
d
o
f
f

t
h
e

j
o
b
,

t
h
e

k
n
o
w
l
e
d
g
e
,
s
k
i
l
l
s

a
n
d

c
o
m
p
e
t
e
n
c
i
e
s

o
f
s
u
b
o
r
d
i
n
a
t
e
s

o
r

o
t
h
e
r
s
r
e
q
u
i
r
e
d

t
o

a
d
v
a
n
c
e

t
h
e
i
r
c
a
r
e
e
r
.
B
o
x

4
.
1

(
c
o
n
t
d
.
)
Competency-based Application 67
Table 4.6: 360-degree Feedback Questionnaire
Please describe how often this manager uses each of the following specific
behaviours. Read each statement carefully and mark your answer in the
column to the right. For each of the practices, choose one of the following
responses:
1 Never, not at all
2 Seldom, to a small extent
3 Sometimes, to a moderate extent
4 Usually, to a great extent
5 Almost always
The five numbered choices refer to how often this person uses this behaviour.
Please be as honest, objective and accurate as possible.
This person . . .
1. Gathers information to understand 5 4 3 2 1
customers’ business strategies and
their view on market opportunities.
2. Keeps abreast of new developments 5 4 3 2 1
and innovations in the customers’
markets.
3. Keeps abreast of emerging 5 4 3 2 1
trends and initiatives involving
the industry’s competitors.
4. Determines how his/her 5 4 3 2 1
organization’s strategic
competencies help customers
achieve strategic objectives.
5. Evaluates customer opportunities 5 4 3 2 1
using a long-term perspective.
6. Welcomes opportunities to 5 4 3 2 1
customize product/service
offerings to assure they meet
customers’ long-term needs.
68 The Handbook of Competency Mapping
Promotions lead to succession planning and are based on the
performance of individuals. The 360-degree feedback aligned with
the competency model is an important component for promotion.
This includes the competency description of behaviours and the ability
required for the current job, along with the ratings indicating the
current level of ability as given in Table 4.6.
Box 4.2: Behaviour Examples
Competency Description of Behaviour
Developing People – Assembles strong teams
– Stretches, empowers and trains people
– Communicates effectively with people
– Provides rewards, feedback and
recognition
– Demonstrates and stimulates passion
and commitment
Commitment – Widely trusted
– Takes ownership
– Candid and forthcoming
– Delivers on commitments
Values and Ethics – Aligns with company values
– Adheres to code of conduct
– Rewards right behaviours
– Ensures that laws are obeyed and
safety as well as environmental
protection are practised
Vision and Purpose – Sees possibilities, optimistic
– Creates and communicates compelling
vision or direction
– Inspires and motivates
– Aligns the organization
Performance – Sets and achieves ambitious goals
– Listens and responds
– Drives for continuous improvement
– Measures the right things
– Gets results
– Ensures that health, safety and
environmental objectives are met and
integrated into business activities
Competency-based Application 69
B
o
x

4
.
3
:

C
o
m
p
e
t
e
n
c
i
e
s

w
i
t
h

a

R
a
n
g
e

o
f

O
b
s
e
r
v
a
b
l
e

B
e
h
a
v
i
o
u
r

o
n

a

5
-
p
o
i
n
t

S
c
a
l
e
P
e
r
f
o
r
m
a
n
c
e

R
e
v
i
e
w

F
o
r
m
G
e
n
e
r
a
l

C
o
m
p
e
t
e
n
c
i
e
s
P
o
i
n
t
s

t
o

c
o
n
s
i
d
e
r

.

.

.

R
a
t
i
n
g
s

s
h
o
u
l
d

b
e

b
a
s
e
d

o
n

s
p
e
c
i
f
i
c

b
e
h
a
v
i
o
u
r

a
n
d

n
o
t

i
m
p
r
e
s
s
i
o
n
s
.

R
a
t
i
n
g
s

s
h
o
u
l
d

b
e

b
a
s
e
d

o
n

d
a
y
-
t
o
-
d
a
y

p
e
r
f
o
r
m
a
n
c
e

n
o
t

i
s
o
l
a
t
e
d

i
n
c
i
d
e
n
t
s
5

p
o
i
n
t
s
5
4
3
C
u
s
t
o
m
e
r

O
r
i
e
n
t
e
d
2
1
S
t
r
e
n
g
t
h
P
r
i
o
r
i
t
i
z
e
s

i
n
t
e
r
n
a
l

a
n
d
e
x
t
e
r
n
a
l

c
u
s
t
o
m
e
r
s


n
e
e
d
s
,
a
l
w
a
y
s

u
s
e
s

k
n
o
w
l
e
d
g
e

o
f

t
h
e
c
u
s
t
o
m
e
r
s
t
o

m
a
k
e

d
e
c
i
s
i
o
n
s
,

g
a
i
n
s
c
u
s
t
o
m
e
r

s

t
r
u
s
t
.
D
e
v
e
l
o
p
m
e
n
t

N
e
e
d
D
o
e
s

n
o
t

p
r
i
o
r
i
t
i
z
e

c
u
s
t
o
m
e
r
n
e
e
d
s
,

s
e
l
d
o
m

u
s
e
s

k
n
o
w
l
e
d
g
e
o
f

t
h
e

c
u
s
t
o
m
e
r
s

t
o

m
a
k
e
d
e
c
i
s
i
o
n
s
,

d
o
e
s

n
o
t

g
a
i
n
c
u
s
t
o
m
e
r

s

t
r
u
s
t
.
(
c
o
n
t
d
.
)
70 The Handbook of Competency Mapping
5
4
3
T
e
a
m
w
o
r
k
2
1
5
4
3
P
r
o
b
l
e
m

S
o
l
v
i
n
g
2
1
S
t
r
e
n
g
t
h
I
n
i
t
i
a
t
e
s

a
n
d

s
u
p
p
o
r
t
s
m
e
a
n
i
n
g
f
u
l

p
r
o
j
e
c
t
s
,
d
e
m
o
n
s
t
r
a
t
e
s

t
r
u
s
t

i
n

t
e
a
m
m
e
m
b
e
r
s
,

s
e
r
v
e
s

o
n

t
e
a
m
s
a
n
d

c
e
l
e
b
r
a
t
e
s

s
u
c
c
e
s
s
.
D
e
v
e
l
o
p
m
e
n
t

N
e
e
d
S
e
l
d
o
m

i
n
i
t
i
a
t
e
s

p
r
o
j
e
c
t
s
,

d
o
e
s
n
o
t

d
e
m
o
n
s
t
r
a
t
e

t
r
u
s
t

i
n

t
e
a
m
m
e
m
b
e
r
s
,

d
o
e
s

n
o
t

s
e
r
v
e

o
n
t
h
e

t
e
a
m

o
r

c
e
l
e
b
r
a
t
e

s
u
c
c
e
s
s
.
S
t
r
e
n
g
t
h
A
n
t
i
c
i
p
a
t
e
s

p
r
o
b
l
e
m
s

a
n
d
i
d
e
n
t
i
f
i
e
s

t
h
e
i
r

c
a
u
s
e
s

b
e
f
o
r
e
i
m
p
l
e
m
e
n
t
i
n
g

s
o
l
u
t
i
o
n
s
,
a
c
k
n
o
w
l
e
d
g
e
s

w
h
e
n

a

p
l
a
n

i
s
n
o
t

w
o
r
k
i
n
g

a
n
d

t
a
k
e
s
a
p
p
r
o
p
r
i
a
t
e

s
t
e
p
s

t
o

f
i
x

t
h
e
p
r
o
b
l
e
m
.
D
e
v
e
l
o
p
m
e
n
t

N
e
e
d
S
e
l
d
o
m

a
n
t
i
c
i
p
a
t
e
s

p
r
o
b
l
e
m
s
o
r

i
d
e
n
t
i
f
i
e
s

t
h
e
i
r

c
a
u
s
e
s
b
e
f
o
r
e

a
c
t
i
n
g
,

d
o
e
s

n
o
t

a
c
t
e
v
e
n

w
h
e
n

i
t

i
s

c
l
e
a
r

t
h
a
t

a
p
l
a
n

i
s

n
o
t

w
o
r
k
i
n
g
.
B
o
x

4
.
3

(
c
o
n
t
d
.
)
Competency-based Application 71

Succession planning—Candidate evaluation refers to the
information required to adequately plan for a potential candidate’s
development progress and evaluate readiness as shown in Box
4.4. This is similar to the interview data form that can be used to
discuss a candidate’s readiness in the most relevant job-related
areas. Box 4.4 is a bit detailed. Instead of a range of behavioural
examples it includes a place to record development plans, followed
by succession planning as given in Box 4.5.
Promotion Promotion Promotion Promotion Promotion

Training—This is a position fulfilment function. The objective
is to prepare individuals for new positions before placing them
there in order to be immediately productive. Competencies help
to determine when the gap is fulfilled and the candidate is ready
to move up.

Succession—There is a strong personal link between both the
incoming employee and departing employee. The incoming
workers need more than baseline competencies and should be
able to take over current projects while least disrupting the
processes involved.
Competency Models Can Enhance Human Resource Competency Models Can Enhance Human Resource Competency Models Can Enhance Human Resource Competency Models Can Enhance Human Resource Competency Models Can Enhance Human Resource
Management (HRM) Systems Management (HRM) Systems Management (HRM) Systems Management (HRM) Systems Management (HRM) Systems
An understanding of the full range of HR functions can further
be integrated with the HRM systems.
Selection Includes position requirements, recruit-
ment and selection.
Training and Includes orientation and induction
Development training, training for development,
position fulfilment and performance
management.
Appraisal Includes performance measurement for
performance management.
Succession Planning Includes training and succession for
promotion.
72 The Handbook of Competency Mapping
B
o
x

4
.
4
:

S
u
c
c
e
s
s
i
o
n

P
l
a
n
n
i
n
g

C
a
n
d
i
d
a
t
e

E
v
a
l
u
a
t
i
o
n

F
o
r
m
P
l
e
a
s
e

e
v
a
l
u
a
t
e

t
h
e

c
a
n
d
i
d
a
t
e

u
s
i
n
g

t
h
e

5
-
p
o
i
n
t

s
c
a
l
e

a
n
d

e
x
p
l
a
i
n

t
h
e

r
a
t
i
n
g

i
n

t
h
e

s
p
a
c
e

p
r
o
v
i
d
e
d
.
B
e
l
o
w

S
t
a
n
d
a
r
d
M
e
e
t
s

S
t
a
n
d
a
r
d
A
b
o
v
e

S
t
a
n
d
a
r
d
E
m
o
t
i
o
n
a
l

R
e
s
i
l
i
e
n
c
e
1
2
3
4
5
N
o
t

a
t

e
a
s
e

u
n
d
e
r
S
a
t
i
s
f
a
c
t
o
r
y

c
o
m
p
o
s
u
r
e
E
n
t
i
r
e
l
y

a
t

e
a
s
e
.

R
e
l
a
x
e
d
p
r
e
s
s
u
r
e
.

T
e
n
s
e
.
a
n
d

e
f
f
e
c
t
i
v
e
n
e
s
s

u
n
d
e
r
a
n
d

p
o
i
s
e
d
.

M
a
i
n
t
a
i
n
s
N
e
r
v
o
u
s
p
r
e
s
s
u
r
e
e
f
f
e
c
t
i
v
e
n
e
s
s

u
n
d
e
r
p
r
e
s
s
u
r
e
W
h
y
?
A
s
s
e
r
t
i
v
e
n
e
s
s
1
2
3
4
5
S
u
b
m
i
s
s
i
v
e
.

U
n
a
b
l
e
A
s
s
e
r
t
i
v
e
.

M
o
d
e
r
a
t
e
l
y
V
e
r
y

a
s
s
e
r
t
i
v
e
.

C
a
n
t
o

a
s
s
e
r
t

s
e
l
f
f
o
r
c
e
f
u
l
r
a
p
i
d
l
y

t
a
k
e

c
o
m
m
a
n
d
o
f

f
a
c
e
-
t
o
-
f
a
c
e

s
i
t
u
a
t
i
o
n
s
W
h
y
?
Competency-based Application 73
I
n
d
e
p
e
n
d
e
n
t
1
2
3
4
5
O
v
e
r
l
y

d
e
p
e
n
d
e
n
t
.
A
d
e
q
u
a
t
e
l
y
S
e
l
f
-
s
t
a
r
t
i
n
g
.

P
r
o
a
c
t
i
v
e
.
D
i
f
f
i
c
u
l
t
y

i
n

f
u
n
c
t
i
o
n
i
n
g
s
e
l
f
-
r
e
l
i
a
n
t
I
n
d
e
p
e
n
d
e
n
t
o
n

o
w
n
W
h
y
?
S
o
c
i
a
b
i
l
i
t
y
1
2
3
4
5
C
o
l
d
,

a
l
o
o
f
,

u
n
f
r
i
e
n
d
l
y
.
S
u
f
f
i
c
i
e
n
t
l
y

a
m
i
a
b
l
e
,
E
x
c
e
p
t
i
o
n
a
l
l
y

p
e
r
s
o
n
a
b
l
e
.
D
i
f
f
i
c
u
l
t

t
o

r
e
l
a
t
e

t
o
f
r
i
e
n
d
l
y

a
n
d

p
l
e
a
s
a
n
t
E
n
j
o
y
s

c
o
n
v
e
r
s
a
t
i
o
n

a
n
d
p
r
o
j
e
c
t
s

w
a
r
m
t
h
W
h
y
?
74 The Handbook of Competency Mapping
B
o
x

4
.
5
:

S
u
c
c
e
s
s
i
o
n

P
l
a
n
n
i
n
g
C
a
n
d
i
d
a
t
e

E
v
a
l
u
a
t
i
o
n

a
n
d

D
e
v
e
l
o
p
m
e
n
t

P
l
a
n
n
i
n
g

F
o
r
m
1
=
P
r
o
v
e
n

s
t
r
e
n
g
t
h
2
=
M
e
e
t
s

e
x
p
e
c
t
a
t
i
o
n
s
3
=
N
e
e
d
s

i
m
p
r
o
v
e
m
e
n
t
R
a
t
i
n
g
P
o
s
i
t
i
o
n
P
o
s
s
i
b
l
e
R
e
a
d
y
B
u
s
i
n
e
s
s
V
i
s
i
o
n

a
n
d
C
o
m
m
i
t
-
D
e
v
e
l
o
p
i
n
g
N
e
x
t
C
a
n
d
i
d
a
t
e
s
W
h
e
n
A
c
u
m
e
n
P
u
r
p
o
s
e
m
e
n
t
P
e
o
p
l
e
S
t
e
p
Competency-based Application 75
Competency models can play a vital role in every process of
the HRM system (see Box 4.6). The continuity that competency
models can bring into the HRM system would certainly benefit an
organization. Understanding the value of competency models to
various HRM systems is helpful in judging how best to apply them
in the organization.
Benefits of Using a Competency-based Selection System Benefits of Using a Competency-based Selection System Benefits of Using a Competency-based Selection System Benefits of Using a Competency-based Selection System Benefits of Using a Competency-based Selection System

Provides a complete picture of job requirements—A competency
model provides a complete picture of what it takes to perform
the work, thus ensuring that interviewers look for characteristics
that are needed to do the job well, in addition to required skills
and knowledge. It also provides a method to the interviewers
to provide candidates with a clear and realistic picture of what
will be expected of them.

Increases the likelihood of hiring people who will succeed—
It would be worse to hire a person for a key position who fails
to perform effectively. After interviewing a candidate for a
couple of minutes or even hours depending upon the position,
the employer should be able to determine whether the candidate
has the potential to succeed in the job; it should not be based
merely on how one happens to write a persuasive resume and
make a good first impression. Incorporating a validated
competency model into the selection system addresses this
problem, identifying the competencies with a strong correlation
to high levels of performance on the job (Holdeman et al. 1996).
Thereby the interviewers can judge who lacks a critical set of
skills, knowledge or characteristics and focus on those with
strong potential.

Minimize investment in people who do not meet expectations—
Hiring the wrong person has a tremendous impact on the
productivity and profitability of an organization. When such a
person leaves either due to poor performance or because he
was not the right fit, the time and money spent in hiring and
training becomes a waste. Also, replacement efforts have an
adverse impact on productivity.
76 The Handbook of Competency Mapping
Box 4.6: Format of Competency-based Applications
Application Format
Position Requirement – Qualification and skill required
– Business results
– Measurement systems to determine
qualification at individual and team
levels
Position Fulfilment – Competency with definition
– List of interview questions to elicit
information about relevant
behaviour
– Interview rating form providing a
continuum of unacceptable to
acceptable behaviour examples
– Three to six behaviour examples for
each competency that describes
exceptional performance
– Rating scale for frequency or
effectiveness of competency
– Rating scale for importance of the
competency to current or future role
Performance – List of workshops or development
Management experiences available for skill
improvement
– Description of three to five levels of
effectiveness for each competency,
from above standard to below
standard
– Checklist with specific behaviour
examples for each competency
Promotion – Competency with description of
behaviours/ability required to
perform the job
– Rating process to indicate current
level of ability
– Suggestions for how to develop
competency
Competency-based Application 77
Andrea Eisenberg, with her extensive work with Fortune 500
clients, an expert in the areas of retention and development compares
organizations that use competency models for selection with those
that do not. ‘The optimal investment of human resources dollars
happens when we allocate resources to developing those people who
will be successful rather than allocating dollars to people without
requisite competencies. Money spent to develop people with the right
potential has a long-term pay back and is key to retention. My clients
who might have resisted the use of competencies initially have
enhanced their implementation when they see how a systematic
approach to selection using this technique can enhance financial,
personal and organizational results’ (Public Communication, January
1999). Therefore, using a validated competency model to select
individuals who have a higher likelihood of meeting expectations
can help minimize the time, money and energy spent in selecting and
training candidates.

Ensures a more systematic interview process—Very often, a
person’s list of accomplishments enhanced with the right
chemistry and impression created during the interview, leads
to selection decisions. Unfortunately, this is only part of the
information that is needed to determine if a candidate will
succeed, particularly at the entry level where a candidate has
only educational qualifications but no experience.
In a selection interview, the interviewers should be consistent
in what they look for and how they determine whether a candidate is
right for the job. The competing model ensures that everyone involved
in the selection process is working on the same criteria. They must
concentrate on job-related factors that are required for success and
compare the candidates on the vital job related factors along with
candidates’ qualifications.

Helps delineate trainable competencies—Often, interviewers
become impressed with a candidate and very few identify gaps
in the latter’s abilities. It is important to determine whether
these gaps can be addressed through training and development.
78 The Handbook of Competency Mapping
A competency model answers these questions; it not only
clarifies the competencies most relevant to success but it also pinpoints
the attributes and capabilities that are easily developed through training
and those that are more difficult to develop. Judging the quality and
quantity of training that the candidate would require for effective
performance would then lead to a decision which is informed and
realistic.
Benefits of Using a Competency-based T Benefits of Using a Competency-based T Benefits of Using a Competency-based T Benefits of Using a Competency-based T Benefits of Using a Competency-based Training and raining and raining and raining and raining and
Development System Development System Development System Development System Development System
Using a competency model as the basis of a training and
development system helps to avoid a short-term perspective and
ensures that the system focuses on the right things rather than the
latest things (Davis and Olson 1996–97).

Enables focus on relevant behaviours and skills—Identifying
strengths and weaknesses seems to be straightforward, but
methods such as feedback from others, introspection,
experience, some kind of testing or a combination of these
gives the basis of what an individual is good at and where he
needs to improve. Competency models play an important role
in keeping people and organizations focused on the skills,
knowledge and characteristics that affect job performance. These
models can also help people better assess their current
capabilities and determine the behaviour they need to develop
to improve their effectiveness (Eubanks et al. 1990).

Ensures alignment of training and development—A competency
model provides focus for training and development opportunities
and ensures that they are the ones that are essential to the success
of the organization. An effective training and development
system must take a long-term view of organizational needs,
and it must focus on developing the talent that is currently
unavailable in the workforce in order to meet these needs. A
well-structured competency model includes behaviours with a
strong correlation to effectiveness on the job and also those
required to support the organization’s strategic decisions and
Competency-based Application 79
develop as well as maintain the culture needed to achieve its
business objectives.

Makes the most effective use of training and development—
Using a competency model helps remove the guesswork of
where to focus scarce resources, by differentiating between
programmes with the most impact on performance and those
with little relevance to behaviours people need on the job. It
also helps in determining who needs which skills and at what
point in their careers. Thus people receive training and
development when they have a use for it, increasing the
likelihood that the relevant skills will be applied and reinforced
through experience on the job.

Provides a framework for bosses/coaches—Training and
development provides ongoing feedback, identifying the most
useful on-the-job development opportunities, reinforcing
concepts and techniques learnt in training programmes. The
competency model enables bosses and coaches to fulfil this
role in a high quality manner. The model ensures that both the
boss/coach and the direct report have the same picture of what
it takes to succeed in the job, along with examples of behaviour
that can be used as the basis for constructive development
discussions.
Benefits of a Competency-based Per Benefits of a Competency-based Per Benefits of a Competency-based Per Benefits of a Competency-based Per Benefits of a Competency-based Perfor for for for formance mance mance mance mance
Appraisal System Appraisal System Appraisal System Appraisal System Appraisal System
A competency model can address many of the issues related to
performance appraisal. This ensures agreement on performance
criteria, what is accomplished and what is not accomplished, collecting
relevant and sufficient data. It also ensures opportunity to supervisors
to observe behaviour, specificity and concreteness in discussions about
performance deficiencies and handling of large amounts of data in a
structured manner.

Provides a shared understanding of what will be monitored and
measured—A competency model integrated with performance
appraisal ensures a balance between what gets done and how it
80 The Handbook of Competency Mapping
gets done. The concern is not only with results but with the
behaviour and manner with which those results are attained. It
provides a shared picture of what is considered relevant and
important to effective performance. Models aligned with the
business objectives specifically outline the performance criteria
that will be used to measure effectiveness and success in that
position.

Focuses and facilitates the performance appraisal discussion—
Organizations face the challenge of discussing a person’s
behaviour in a manner that is focused and useful and does not
put the individual on the defensive. The skills, knowledge
and characteristics that are important to success are clearly
described. It provides a roadmap of where to begin the discus-
sion and what areas to focus on.

Provides focus for gaining information about behaviour—An
appraisal process includes a simple, accurate method for a boss
to assess job performance. But what happens when the boss is
new or he/she controls a number of different locations? By
identifying the specific behaviours crucial for effective per-
formance, competency models offer bosses a starting point.
Benefits of Using a Competency-based Succession Benefits of Using a Competency-based Succession Benefits of Using a Competency-based Succession Benefits of Using a Competency-based Succession Benefits of Using a Competency-based Succession
Planning System Planning System Planning System Planning System Planning System
For succession planning there is a need for a list of the positions
under consideration, agreement among the decision makers about
what is required for success in each position, who is ready and why,
who will be ready soon, accompanied by the person’s development
needs and recommended actions to close the gap. Succession planning
integrates the various systems of HRM with the model given below:
HRM System Elements
Selection Criteria for successful performance and
identification of those people who are
most likely to succeed
Training and Clarification of strengths and weak-
Development nesses, development, planning skills,
training and on-the-job experience
Competency-based Application 81
Appraisal System Monitoring progress, coaching and
evaluation
All of them together identify and develop individuals who are
believed to have the potential to fill specific and senior positions.
The competency model adds value to these other systems by
contributing to the effectiveness of the succession planning system.

Clarifies required skills, knowledge and characteristics—
Competency model helps to define the abilities that are necessary
to fill the role and also those behaviours that are strong predictors
of success. However, it cannot guarantee that the right decision
will be made.

Provides a method to assess candidates’ readiness—Determining
if and when candidates are ready for a role requires a method
to assess their strengths and weaknesses. A competency model
along with the 360-degree feedback process serves to create an
agreed-upon list of the criteria required by the job.

Focuses training and development plans to address missing
competencies—A competency model and the 360-degree
feedback process create a powerful pairing to pinpoint the areas
that require improvement before a candidate can advance in an
organization. The competency model describes the competencies
needed in the role and the feedback provides a method of
assessing a candidate’s current competencies.

Allows an organization to measure its bench strength—A
competency model allows an organization to assess its bench
strength. Individual and aggregate assessment of competency
levels and relevant behaviour can help identify the presence
and absence of key capabilities at the organizational level.
82 The Handbook of Competency Mapping
CHAPTER FIVE
For For For For Formation of a Competency mation of a Competency mation of a Competency mation of a Competency mation of a Competency
Framework Framework Framework Framework Framework
C
OMPETENCY models are position models which are at
the heart of every competency-based HR application. A com-
petency model is a GIGO (garbage in–garbage out) test
factory. Inspite of timely administration intricacies and sophistication,
if the models are not accurate and do not represent the relative position,
the purpose of the model is lost. The basis of generating competency
models are processes. Thus the questions that need to be raised are:

What does the employee have to be able to do?

What does the employee have to know in order to do it?
If the flow charts of the job processes are laid, determining of
competencies is easier. If the competencies are not related to specific
process steps then the model is not valid.
Sources of Competency Infor Sources of Competency Infor Sources of Competency Infor Sources of Competency Infor Sources of Competency Information mation mation mation mation
To get started, the project team asks—what do we do? The best
way is to follow a top-down approach from general to specific. There
will be a category of competencies that have been taken for granted,
which may be reason for careful consideration.

By assumption—Certain competencies are assumed to be present
in every employee. These are closely related to conditions of
employment addressing behaviour, ethics and work habits. The
Formation of a Competency Framework 83
model expands from this point. Attitude affects the job and
correlates to performance. Many teams do not take time to
discuss these in the competency models as they are assumed to
be traits that every worker possesses. However, it is necessary
to consider them as the competency model will ultimately be
expanded beyond employee assessment and development in the
areas of selection and promotion. These are important for
employee acquisition and should be present in the model. For
example, honesty is one of the competencies essential for all
jobs in supermarkets as they have enormous problems due to
delivery personnel and check-in clerks. Many chains require
that all employees complete psychological honesty tests before
being hired. New employees then attend follow-up training on
ethics and business control during their orientation period. On
the other hand, someone taking an office job and shifting papers
all day may never receive any specific training in ethics. A
conscious decision has to be taken by the project team involved
in the competency modelling regarding what is going to be
utilized throughout the HR process.

By Law—Government and its associated regulatory agencies
create requirements that apply to all workers. These are massive
potential sources for competency. This requires not only
knowledge of the regulations but also an understanding of how
to comply with them and report the results. Regulations also
provide a source of position competencies for workers in specific
industries. For example, a truck company must follow strict
rules for handling hazardous materials. Warehouses have to
pass inspections of the physical plant and procedures. The cost
for non-compliance can be enormous in terms of health and
welfare, actual damages, legal fees and regulatory lines. These
massive sets of rules and regulations must ultimately find their
way into the competency models for truck company jobs;
including administrators, supervisors, loaders and drivers.

By Industry—Individual industries have their own professional
competency models and assessment approaches. These range
from licensing to industry group guidelines and certifications.
Certification programmes provide an excellent source of general
industry competencies.
84 The Handbook of Competency Mapping
The following need licensing examination for practitioners:
Insurance sales agents
Professional engineers
Lawyers
Police officers
Firefighters
Nurses, etc.
There are hundreds of industry-wide examples for certification
programmes such as:
Certified life underwriter
Certified financial planner
Certified medical representative
Certified stenographer
Also, there are thousands of vendor certification programmes
usually for usage, maintenance and repair of products. The study
material and sample examination of such certification provide great
input to position models and assessment instruments, and can save
the development team a significant amount of work.

By Organization—The vision and mission statement of the
organization reflects the overall philosophy of the organization:
Where it is headed to, what it does and how it should act? The
organizational competencies that employees will bring to their
jobs need to reflect the changing mission and vision of the
company. These statements can establish an overall theme for
the model and also be useful when it comes to establishing the
model.

By Work Group—Departments in many organizations have their
own resources of vision and mission statements. They may
also have specialized procedures and documentation that apply
only in situations unique to their work group. Work-group-
level competencies are more common in organizations with
hybrid job structures. Everyone in the department may need to
be qualified to do anyone’s job. Work-group-level competencies
Formation of a Competency Framework 85
are required when the model is designed to allow multiple titles
to be assessed by using the same framework. This database
also becomes the basis for career and succession planning or
upcoming positions.

By Background Information—A special category of competency
input has to do with background knowledge. This provides
whatever general business, industry or company information is
required to meet job standards. Project members are forced to
rethink about the knowledge and skills that are assumed to be
present in all candidates and so are usually omitted from a
competency model. This is important particularly when the
model is extended to hiring and promotion decisions. They
have to decide what information can be included everywhere,
what can be excluded in the position model but later included
in the hiring/promotion version, and what can be assumed to
be present and excluded everywhere. A chemical company
offered a series of personnel development courses on an optional
sign-up basis. The HR department was surprised to see that
only two courses out of the 15 offered had full enrolments—
basic maths and basic reading skills—as the fee was quite
reasonable. It was noticed that a large number of employees
were hired without the minimum skills to do the job.
In another organization, after a two-week orientation process,
a saleswoman was to deliver some information to a customer location.
It was only when she enquired about the bus route that the manager
realized she did not even possess a driving licence. During the hiring
process it never occurred to anyone that a person could not drive.
Thus the question arises, what knowledge and skills are we
taking for granted or actually overlooking? Are they important for
employees to possess and can they be improved? If so, are they
worth including in the competency model and assessment approaches?
Position Documentation Position Documentation Position Documentation Position Documentation Position Documentation
Organizations generate a large amount of documents that can
be reviewed when developing competency models. Various sources
86 The Handbook of Competency Mapping
provide material more than the project team would typically examine
in depth. While selecting the source the team should look for: What
is most complete, what is considered most accurate, what is available
and how much time it will take to review? Existing documentation
reinforces the current processes. In this competitive environment
where changes are rapid, research and feedback documentation is
considered to be an available resource for designing new processes.

Industry Research—Academic journals, publications and
periodicals are sources for the most recent developments of the
model. Research-based publications have a hypothesis test with
a conclusion format. If the conclusions focus on misconceptions,
that needs to be correlated. However, if it indicates the best
current practices, it provides information about what the new
processes could be. No matter what the industry, a rigorous
search effort perhaps conducted by third-party experts using
library, business indices, trade publications and internet searches
can generate excellent results.

Vendor Information—A resource that is often overlooked is
vendor publications. Suppliers must have extensive support
materials and processes in place to help buyers install, run and
maintain the complex equipment. Such reference material can
prove helpful for developing competencies for production jobs.
Many suppliers have extensive Research and Development
(R&D) operations that issue marketing and reference documents
about their industry and products. Frequently asked questions,
operating guidelines, productivity tips, etc., can provide tips
to identify competencies.

Customer Feedback—Customer feedback is a very powerful
source of information. Customer satisfaction is one of the top
measures of quality; customers both internal and external should
give an input to the competency model. Satisfaction meas-
urement is another circular process, with customers providing
feedback on survey line items and then responses being used to
develop competencies and priorities. The limitation of feedback
is that customers sometimes do not know what to ask for. The
focus is only on how the organization is performing. This can
be used as another instance of reinforcing existing competency
models at the expense of continuous improvements.
Formation of a Competency Framework 87

Regulations—Written regulations and reference materials, while
often overwhelming in size or scope, can provide important
insights into what competencies employees must bring to the
job.

Certification Requirements—Professional certification pro-
grammes are excellent sources for position competencies.
Certification standards, assessment processes and study materials
highlight skills and knowledge that are required for certifica-
tions. Reviewing any relevant industry or professional certi-
fication programmes can provide a proven list of potential
competencies.

Quality Programmes—Another source of generic workplace
information can be found in quality recognition programmes
such as ISO 9000/14000 or any other quality certification. The
quality application is a document that helps identify competency
requirements. They require a description of key processes and
their principal requirements. These provide direct input into
competencies. Quality improvement efforts are always excellent
sources of competency information because they require
organizations to document goals, processes, performances and
results.
Process Documentation Process Documentation Process Documentation Process Documentation Process Documentation
Quality revolves around processes. If processes are efficiently
designed and have no defect, the organization will be successful.
Therefore, process documentation is an important source of com-
petency information.

Procedure Manuals and Flowcharts—The classic procedure
manual is becoming obsolete as it takes too long to document
processes that evolve with frequent changes in an organization
and changing customer demands. Such procedures locked in
writing or embedded into interactive administrative systems
are a poor customer satisfaction approach, yet a good source
for competency modelling. Flowcharts are excellent resources
as they help to quickly identify the knowledge and skills that
are required to complete a process. They highlight activities
88 The Handbook of Competency Mapping
and decision points of a process, whereas value-added flowcharts
list process steps to shorten the process cycle time; and to
increase customer satisfaction by identifying when no value is
being added to the products, paperwork and information system.
Steps which add no value are eliminated. Thus, manuals and
flowcharts are very useful for documenting competencies for
current operations.

Time Logs—Time logs is an approach used in time management
analyses. Developing time logs requires that employees write
down everything they have done in a representative workweek,
usually in 15-minute increments. This captures everything as a
complete list of activities. If time logs are filled completely and
accurately they generate an extremely large amount of data to
be analysed. Though time consuming, time logs are one of the
most accurate, objective ways to document ‘what is’ for
positions.

Job Task Analysis—A hands-on approach to observe and
investigate how people work, what they do, what is being done
in a position and then take a conceptual step backwards to
identify Job Task Analysis varies depending upon structured
and unstructured tasks and work cycle. JTA professionals while
performing studies use traditional methods like interviewing or
documentation review. While analyzing, the analyst should not
become part of the work system. He/she should be experienced
enough to detect when employees are tempted to ‘game’ the
observer in order to keep the demands they face as low as
possible to get a realistic view of the position. JTA can be an
extremely useful and accurate method of developing
competencies. Data required for developing JTA can be obtained
only as first-hand information. For the process to be successful,
there has to be a standardization of approach, methodology
and analysis.
Questionnaires may be valuable instruments for gathering data
about competencies, which are vital or relevant to successful perfor-
mance of a job or group of jobs. If there are a number of jobs with
the same title across an organization, a questionnaire can be used to
gather a large amount of data in a standard format from many people
both quickly and inexpensively.
Formation of a Competency Framework 89
It is valuable to obtain the view of not only the job holders, but
also of their bosses, who are likely to have a broader perspective of
the job context and of all the interrelationships. In addition to showing
those competencies which are relevant, results can also be presented
to display competencies on which respondents disagree. Results from
generic jobs or single jobs can constitute a valuable starting point for
an overview of the key elements and help to focus subsequent
discussions. Common methods of job analysis are Critical Incident
Techniques as well as the Behavioural Event Interview as developed
by Hay McBer, Consultants. Each method has its pros and cons and
there is no single way to produce consistent results. One which fulfils
the requirements of the situation is the best. The behaviour is divided
into three categories—routine, recurrent and practised; and those
that are different for the job itself and which produce effective results
(details later in the chapter).
Thus there are various techniques of job analysis:
Observation—Employees are observed as they perform a job and
information is collected and analyzed. But this is costly and time
consuming.
Interviews—Supervisors and job holders are interviewed to
ascertain the main purposes of the job, the activities involved and
the relationship it entails. Various types of interviews are discussed
later in the chapter.
Diaries—Job holders are asked to keep a detailed log of their
activities over a period of time. It is more suitable for complex
jobs.
Questionnaires—Employees answer a set of questions about the
task that they perform. There are several job analysis question-
naires available in the market. These inventories of job analysis
measure various traits and skills that are essential for various jobs
and positions; they include mathematical skills, communication skills,
decision-making responsibility and other skills useful in a job.
Critical Incident Techniques—This technique developed by
Flanagan (1954) requires observers who are frequently doing the
job, such as supervisors, clients, peers or subordinates. Observers
are asked to describe incidents of effective and ineffective behaviour
90 The Handbook of Competency Mapping
of a person over a period of time. There are thus occasions when
the job holder did something well or when the performance was
poor. This is a particularly effective technique in competency
mapping since it gives an idea about the person-oriented
characteristics such as those competencies which are needed in a
person to perform a job well.
Repertory Grid Techniques—This technique was developed by
George Kelly (1955) and is based on his Personal Construct Theory.
It is a very useful interview technique which is rather projective
in nature. It highlights those behaviours which are associated with
effective performance. The advantage of the repertory grid
technique is that it can elicit the skills needed to do the job from
knowledgeable observers with no constraints placed on the answers
given, unlike in questionnaires.
Customer Contact Maps—A common quality tool for studying
customer service is to build a customer contact map. This comprises
of every instance in which a customer, internal or external, is
touched by the organization, department or position as in value-
added charts. Contact maps provide a different way of looking at
processes—totally customer focused. This may be categorized by
face-to-face conversations, inbound and outbound phone calls,
mailers, brochures, advertisements, etc. To identify competencies,
the question to be asked is ‘What do employees need to know or
do to be able to satisfy the customers for this particular contact?’
Existing Documentation Existing Documentation Existing Documentation Existing Documentation Existing Documentation
Organizations document job requirements and standards in order
to legally hire and terminate employees. It represents the current job
and addresses positive competencies.
Job Descriptions—Possible competencies can be readily determined
from well-written job descriptions. Job descriptions include the
following basic information:

What level of knowledge do employees need to know and
how is that skill acquired?

How should the employees process that knowledge and skill?
Formation of a Competency Framework 91

What is the scope of responsibility as far as decisions are
concerned?

What is the flow of interpersonal communication?

What is the impact on results when the employees make an
error?

What are the control mechanisms to prevent error?

What confidential and sensitive information is available to
the employees?

What is the scope of financial responsibilities?

What is the environmental level of stress and exposure on
the job?

How does the employee direct supervision?
All these factors are linked to specific competencies.
Union Contracts—Though not a popular source of competency,
they define exactly what a union employee is expected to be able
to do; and the rules for what each union position can and cannot
do under the current agreement.
Departmental Planning Documents—The goals and projects
described in the departmental planning documents have projections
such as ‘what is to be done for the coming year’ which are helpful
in a changing environment.
Performance Plans—Performance plans are focused on people-
level activities and assignments. They highlight what is expected
from each individual employee and at what level each employee
is expected to perform. All of them are competency-related issues.
Appraisal Forms—Performance appraisal form is a standardized
form used for distinct classes of employees.
Personnel Development Resources Personnel Development Resources Personnel Development Resources Personnel Development Resources Personnel Development Resources
The training and development department is an excellent source
of information on competencies. Department activities are targeted
at performance enhancement and are already in a competency format
ready to be used. Training needs analysis and training programmes
that are planned and conducted as also the training calendar are a
ready source for information on competencies.
92 The Handbook of Competency Mapping
Inter Inter Inter Inter Interviews views views views views
Hard information can be attained from data process, procedures,
manuals, etc. However, the only source available for competency
items on soft skills is interviews, focus groups and customer
conversations. The challenge in using these methods is the ability to
step away and analyze the competencies required and make a link
between participant feedback and competencies. Sorting out and
identifying competencies through the heap of data created during
interviews is another challenge.
The first challenge in utilizing soft information is maintaining
validity and accuracy. The challenge is similar to that of self-
assessment. Those involved in a process may not have the professional
skill or ability to analyze required competencies. Project team
members will have to make the link between participant feedback
and competencies.
Another challenge is sorting through the mountain of data that
soft information investigation creates. Do you know that at an average
speaking speed of 150 words per minute, interviewers generate 6,000
words per hour? That is if we are assuming that they speak two-
thirds of the time and the interviewer speaks for the remaining one-
third. If 10 workers are interviewed for an hour each, the verbatim
results could fill a medium-sized business book. This when multiplied
by different jobs across various departments results in the project
team having created an encyclopaedia of raw competency data.
Once a large organization brought focus groups together at the
beginning of the model building. It was decided that ten position
holders would be invited for the department. The groups generated
more than two thousand different competency entries for a single
department. The project team had to create a specialized database in
order to track the entries but inspite of that the data was almost
incomprehensible. It took almost three months to sort, analyze and
consolidate the process along with long meetings and discussion.
Thus it is very important that while collecting soft information steps
are taken to obtain enough data to be reliable but not too much so as
to overkill.
The best approach is to adopt a minimalist attitude—like
McClelland interviewed the top performers and those who were not
so satisfactory and asked specific questions related to their success
Formation of a Competency Framework 93
and failures. However, additional interviews or meetings can always
be held later to gather more data. As in the example given earlier,
the project team could have conducted simple telephone interviews
selecting on the basis of past performance with two or three people
on each job; later they could have decided whether to apply a multi-
focus group approach.
Interviews should be conducted periodically as that generates
better results. The feedback should be continuous instead of getting
all the data upfront; then showing the competency model and
assessment instrument to job holders for a final check right before
rollout. Continuous feedback facilitates problem identification and
immediate correction during the development phase.
In the development of the model, the job holders are the internal
customers and should be involved in design, review and validation
efforts for better results. This simple advice is often ignored by project
team members.
There are various thoughts on the time frame and the interviews.
It can be in one go, periodic or may be spread out over the life cycle
of the project. Thus a series of interviews can be conducted at the
start and the summary of these initial conversations can be given
back to interviewers for review and early model revisions can be
shared with the job holders. Thus the total amount of investigation
time may be less than that used upfront with focus groups.
Whatever may be the approach, the question is ‘how much is
enough?’ There is no absolute or correct number of interviews that
guarantees completeness in a soft information situation; a good
behavioural guideline is ‘closure’. The check is when the same topics
keep coming up and significant new information is no longer being
generated. Closure for a relatively stable job might occur after merely
one or two interviews, in contrast to a multi-location case for worker
position, where a closure may not be achieved even after ten or more
interviews.
Behavioural Event Inter Behavioural Event Inter Behavioural Event Inter Behavioural Event Inter Behavioural Event Interview view view view view
Behavioural Event Interview (BEI) is an interview technique
based on the premise that the best predictor of future behaviour is
past behaviour. BEI allows the interviewer to:
94 The Handbook of Competency Mapping

Gain detailed job-related examples

Assess past performance

Assess competencies
The aim is to improve the fit between the candidate and the
position (see Fig 5.1).
Fig. 5.1: Aims of BEI
The purpose of BEI, as shown in Fig. 5.2, is to best match the
candidates’ skills, competencies and motives with the requirements
and success factors of the position.
It is widely recognized that selection interviews are prone to
problems such as bias and show inadequacy as predictors of perform-
ance. However, they are also the most popular selection method and
Formation of a Competency Framework 95
serve a number of important functions, such as providing the
interviewee with an opportunity to ask questions about the job and
the organization.
Fig. 5.2: Purpose of BEI
Fortunately, there are techniques that help improve the
effectiveness of interviews. Often referred to under the name of
‘structured interviews’, these techniques represent a variety of ways
to improve fairness and accuracy in predicting performance. In fact,
the degree to which the interview is structured is less important than
the core principle of focusing on job-related criteria. Questions asked
usually facilitate the gathering of information relevant to key job
requirements. Judgements are formed by evaluating this evidence
against criteria that have been established through analysing the job
or role—rather than by directly comparing candidates on the basis of
the interviewer/s overall impressions.
Behavioural Description Inter Behavioural Description Inter Behavioural Description Inter Behavioural Description Inter Behavioural Description Interview (BDI) view (BDI) view (BDI) view (BDI) view (BDI)
BDI is a version of BEI, one of the main competency definition
techniques. Both are related to the Critical Incident Technique (CIT),
but differ from it in the scope and length of the examples or ‘events’
that interviewees are asked to describe and in the trigger questions
that are used by the interviewer to elicit these examples. The BDI
and BEI techniques are considered to be more suitable for complex
96 The Handbook of Competency Mapping
jobs (such as management roles) or those involving a high level of
interpersonal skill (such as sales roles). This is because they elicit a
small number of examples of complex behaviour, which can then be
explored in depth, whereas a Critical Incident interview may elicit
up to a hundred brief examples. We have found BDI to be highly
effective, even at the most senior levels, including that of a chief
executive.
The BDI and BEI are also not restricted to ‘critical’ aspects of
the job, but can be adapted to explore any key requirement. This is
done by designing specific eliciting questions—in the case of BDI
these questions are developed to gather information on particular
competencies (criteria) which have been identified as important for
the role in question. While the eliciting questions are likely to be
standardized for all interviewees in a particular assessment context,
the rest of the interview does not follow a predetermined structure.
Instead, open-ended questions are used to draw out a detailed
description of what the candidate did, said, thought and felt during
the event he or she has chosen to talk about. The interviewer keeps
detailed notes, which are later studied and evaluated against the
relevant competencies (criteria) as given in Table 5.1.
Behavioural Event Inter Behavioural Event Inter Behavioural Event Inter Behavioural Event Inter Behavioural Event Interviewing Methodology viewing Methodology viewing Methodology viewing Methodology viewing Methodology
Step One—Open the Interview
Use the opening to build rapport, make the candidate feel at
ease and explain the purpose and expectations of the interview. Here
is a suggested opening: Greet the candidate. Introduce the candidate
to the panel, including his or her name, position and function within
the government/organization. Make the candidate feel at ease. Make
small talk.
Explain the purpose of the interview: The purpose of the
interview today is to determine whether there is a match between
his/her interests and qualifications and the position that is to be filled.
To enable the government/organization to make a proper
decision, ask the candidate to spend a few minutes talking about his/
her previous work and work-related experience and career history.
Formation of a Competency Framework 97
Then ask about some events or situations where he/she played a key
role. Ask the candidate to focus on situations that occurred within
the past 12 to 24 months and which are most relevant to the individual’s
work. It is much easier to recall recent events than events that occurred
in the distant past. Then, at the end of the interview, ask the candidate
if there is anything he/she might want to know about the job or
position.
If at any time the candidate does not understand a question, ask
him/her to let the panel know. Inform the candidate that it would
take approximately one and a half hours to conduct the interview.
Mention interruptions and note-taking during the interview.
As the organization is looking for a certain type of information, it
may be necessary for the panel to interrupt the candidate for more
details. Although the former should be interested in whatever the
candidate has to say, we should keep it as focused as possible, to get
the maximum amount of information in the time available. Notes
should be taken during the interview in order to be able to remember
all the information the candidate shares.
Once the questions have been asked, give the candidate an
opportunity to ask some of his/her own questions or add additional
information that he/she considers important for you to know.
Ask if there are any questions before getting started.
Remember you are here to make a decision, so be sure to get as
much information as you can on paper in order to make an accurate
assessment of the candidate. As you will have to compare competency
ratings with your colleagues, remember to record specific behavioural
events that the candidate mentions. You are looking for evidence of
what the candidate actually did, how he/she did it and what was the
nature of the thinking process. Take notes on evidence that relates to
these types of events.
Step Two—Review the Candidate’s Career History
Work-related Experience and Career Overview
Review the candidate’s career development and key job
responsibilities. As you hear evidence of technical skills, probe for
more information about the candidate’s technical knowledge and
98 The Handbook of Competency Mapping
expertise. Here is an introductory statement and some follow-up
questions:
I would like you to discuss briefly your career history. Let’s
start with your most recent position. Why don’t you give me a
sense of the major things you’ve done and were accountable
for.
What was his/her position? What were the responsibilities? Did
he/she have any direct reports? How many? What key skills were
required in the job? What technical abilities did the candidate possess
which he/she feels are relevant to this job? How have those skills
been demonstrated? Which of the previously held positions does the
candidate feel best prepares him/her for this job?
(Using the following pages as reference, probe for more details
about the candidate’s technical knowledge and skills that relate to the
job.)
Step Three—Conduct-focused Behavioural Event Interview
Focused Behavioural Event Interview
It is at this time in the interview when you get into detailed
behavioural probing with the candidate. Here is a suggested outline
for explaining the process to the candidate:
Ask for specific details to be able to see the candidate ‘in action’;
what they did, said, thought and felt (e.g., get enough detail as if you
were going to write a screenplay or shoot a movie).
Ask the candidate to focus on work-related experiences within
the last 12 to 24 months. Instruct him/her to use the word ‘I’ instead
of ‘we’ and be specific rather than general, for example, instead of
saying, ‘I raised the issue’, he/she would be expected to say, ‘I said
to my colleague, I think you have to consider all the facts.’ Explain
that you will interrupt the candidate to get more details. Ask the
candidate, ‘Do you have any questions before we get started?’ Tell
the candidate, ‘Your work experience gives me a better sense of
your background. Now I would like to move on and talk about specific
job-related situations that you’ve encountered during the recent past.’
Tell the candidate what type of situation you would like him or
her to talk about. Ask for a brief overview, followed by what led up
to the situation. Ask for three to five key actions in the situation and
the outcome.
Formation of a Competency Framework 99
Once the candidate has given you an overview of a situation
pertaining to a competency question, introduce the detailed probing
that would follow. You might say, ‘I would like you to go back to
the beginning and walk me through the experience—the key elements
of the experience as far as your involvement is concerned—in detail.
Remember our goal is to have enough material to write a “screenplay”
about you, so focus on your role and your perspective.’

Customer Interviews—Contact mapping is about knowing the
inside out of customers’ needs whereas interviews find out the
customers’ needs, projecting required competencies. Customer
interviews in the context of competency are asking about needs
not performance. The goal is customer services rather than
how we are doing. The caller should be qualified to discuss the
products and customers and on the basis of responses, recognize
competency-related information when it comes up. The
questions may be structured around the following issues:
What makes your job title the best?
What makes your job title the worst?
What competencies does it require to be good?
What competencies rate it as the worst?
What competencies should the people improve upon?
What are the threats and challenges in your business?
What are the strengths and weaknesses?
How well are you meeting your needs?
What are the other companies doing to meet the needs?
What are the best practices?
What can be done to better meet your needs?
These questions are prime sources of competency information
and are critical to help an organization meet its desired business
outcomes.

Supplier Interviews—Similar to customers, suppliers provide
a push-through approach. They have a broader perspective of
the market and the industry as they deal with a wide range of
competitors. Getting candid feedback from a supplier is a bit
100 The Handbook of Competency Mapping
more complicated since the supplier does not want to irritate
its customer—the organization. However, the questions may
be structured in the following manner:
Why is your best customer satisfied with the product?
Why is your worst customer dissatisfied with the product?
What competencies do the people need to have?
What should the organization do to get our people to perform
the best?
This is a rather straightforward approach in a competency
modelling effort.

Employee Interviews—The employees’ interview is a very
important source of information. A group of employees with a
good performance record can be asked:
What knowledge and skills are required for the job?
What are the attributes of your success?
What makes you good at obtaining business results?
What are the competencies one should possess in your
position?
How would these help others to become more effective in
their position?
How can others become more effective?
Another group of less successful employees may be asked the
following questions:

How skilled were you when you started with the job?

What would you tell someone who is just a beginner?

Now knowing the requirement, how could you have better
prepared yourself for the job?

What are the competencies needed for that job position?

What can you do now to become more effective?
The responses to such questions can be analysed to identify
competencies.
Formation of a Competency Framework 101

Supervisor Interviews—Supervisors have the best perspective
concerning competencies required for a position. They would
have worked on those positions, dealt with customers or been
involved in the hiring process and are the final link between
the management and the frontline. They can be asked:
Who are the best employees and why are they so effective?
Who are the worst employees and why are they so ineffective?
What competencies are required to succeed in the particular
job position?
What are the major problems they come across when dealing
with seniors?
What is the major encouragement that they received when
dealing with seniors?
Supervisors can provide the most candid interview of any group.
They focus on the practical competency issues that improve business
results. Such interviews can also provide early warnings of potential
problems either in the overall process or in the specifics of a
competency model.
T TT TTeams eams eams eams eams
Focus groups or work teams is a structured method of gathering
competency information. Herein, organizations are required to
assemble a team of employees at a single location for days, to provide
the group with a trained facilitator familiar with operations of the
teams and competency modelling. They should also possess cross-
functional skills. An HR professional with job analysis experiences,
a trainer for related courses, a supplier, a customer and an industry
or HR consultant may form a project team. Stakeholders from different
positions may form a group; however, including at least one member
employee who is not a stakeholder is helpful. Ideally, the team should
consist of five to seven individuals plus a facilitator. The focus group
is directed to provide information on the following:

Job list

List of accountability and responsibility
102 The Handbook of Competency Mapping

List of major projects or contracts

Decisions

Internal and external customer contacts

Competencies with description

Measures of evaluation
Initially, the group is to develop a complete list of tasks for the
position under analysis. The group can use documented sources and
all other possible sources, responsibilities, active projects, customer
contacts and decisions with the ultimate goal to capture knowledge,
skills and behaviour aspects required for the positions.
It will be useful to discuss the measurements of tasks identified.
This will be the basis of building an assessment instrument for the
position.
Benchmarking Benchmarking Benchmarking Benchmarking Benchmarking
Whether interviews or feedback, the important parameter in
the development of the models is creating a benchmark of those
employees who exceed and fall below performance standards. The
units between actual business results and competencies provide a
radically different view of the model. This indicates the anecdotal
nature of soft information approaches and the importance of using a
variety of input sources and viewpoints.
In the late 1970s and early 1980s the magazine Purchasing
published the results of an annual contest in which readers were
invited to nominate outstanding sales representatives. Respondents
were asked to identify the top three characteristics of these represent-
atives and the winner and their customers were later interviewed.
The authors performed a content analysis of the surveys from 1977
through 1983 and tabulated the frequencies for traits that were
mentioned by buyers. The long-term averages are shown in Table
5.1. Note that trait numbers 2, 4, 7 and 10 refer to category-level
general competency issues. Note also that the only trait related to the
sales call that made the Purchasing list were numbers 8 and 9. This
may be related to one of the most important sources mentioned earlier:
customer feedback. This research is nearly 20 years old and has
been validated repeatedly by later research and is still being ignored
by many sales organizations.
Formation of a Competency Framework 103
Table 5.1: Sales Competencies Deserved by Customers
Sales Traits Average Per cent
Mentions
1. Thoroughness and follow through 65
2. Knowledge of his/her product line 59
3. Willingness to go to bat for the buyer
with the supplier’s firm 54
4. Market knowledge and willingness
to keep the buyer posted 41
5. Imagination in applying his/her
products to the buyer’s needs 23
6. Knowledge of buyer’s product lines 18
7. Diplomacy in dealing with operating
departments 16
8. Preparation for well-planned sales calls 12
9. Regularity of sales calls 9
10. Technical education 7
Using this as a benchmark, researcher Larry Craft further
analyzed the most successful salespeople at a major life insurance
company. Using a personality profile questionnaire, insurance
professionals identified as top performers scored high in:

Emotional Intensity: The salesperson’s sense of urgency or drive
towards short-term goals.

Intuition: The degree to which a person relies upon experiences
and feelings to make a decision, as opposed to complex analysis
of the subject matter.

Assertiveness: An individual’s ability to control the actions of
others.
Top performers were characterized as ‘high ego drive’ indi-
viduals. Craft recommended that organizations train these trailblazer
individuals and provide them with ready support for their questions
and problems.
A related benchmarking study similarly used expert-modelling
techniques to analyze superior insurance salespeople. Expert
104 The Handbook of Competency Mapping
modelling requires documenting (writing, audiotape or videotape)
everything the salesperson does. Notes are made during and directly
after sales calls. A five-year study of top producers found that:

Top salespeople almost never follow a canned, step-by-step
sales call.

Top salespeople are more customer oriented than product
oriented.

Top salespeople vary their speech to mimic customers’ patterns.

Top salespeople use stories and metaphors to make their point.

Top salespeople learn how prospects make buying decisions,
in order to understand how to sell to them.

Top salespeople are flexible enough to change a prescribed
selling approach if the customer is ready to buy.
These models are not only different from what customers and
managers identified, they are radically different from each other too.
This shows the anecdotal nature of soft information approaches—
even relatively structured ones such as expert modelling. It illustrates
the importance of using a variety of input sources and viewpoints.
Internal views tend to focus on selling activities and external views
concentrate on service factors. Both should be taken into account
when developing a competency model.
Established Models Established Models Established Models Established Models Established Models
Other than starting from scratch and developing a model, another
resource is to adapt a completed model from an outside source as
given in Chapter 2. For an organization going through a transition
phase, the available documented process or collection of data on past
work is of less value. In this situation a model available may be
adopted and changes may be brought into focused, towards continuous
development.
Management Directed Management Directed Management Directed Management Directed Management Directed
The model may be dictated by the top management. If strategic
decisions are taken to expand the market, add products or change
Formation of a Competency Framework 105
technology, the necessary competencies will be required. In some
cases, specially for new ventures, the data does not exist; systems
and procedures are not in place, and no industry-specific model is
available. Management should give directions explaining the
strategy—what the organization needs to do. This is the way to move
forward in the process of model development.
Third-par Third-par Third-par Third-par Third-party Models ty Models ty Models ty Models ty Models
Are there any available competency models that organizations
could start with? A number of organizations have developed com-
petency models. The various models give way to many ideas for
proceeding, but the existence of many options also makes it difficult
to select the best.
Many organizations prefer to develop custom models with
significant standardization of processes. A generic competency model
is common to all positions that comprise two-thirds of the employees.
The rest of the competencies may be competencies specific to various
positions.
While developing models, the project team after reviewing all
the potential sources have to select their research approach by design
rather than by default. The research base must support the accuracy
and validity of the model and its assessment process. Each competency
is defined, and has a common vocabulary and purpose. A competency
model thus comprises of the position of a model; consisting of compe-
tencies, definitions and standards by positions and assessment. The
summarized format of sources of Competency Information is given
below in Table 5.2.
Table 5.2: Sources of Competency Information
Job Title __________________________________________________
Other Details ______________________________________________
CATEGORIES
By Assumption
(contd.)
106 The Handbook of Competency Mapping
By Law
By Industry
By Organization
By Work Group
By Background Information
POSITION DOCUMENTATION
Industry Research
Vendor Information
Customer Feedback
Regulations
Certification Requirements
Quality Programmes
PROCESS DOCUMENTATION
Procedure Manuals and Flowcharts
(contd.)
Table 5.2 (contd.)
Formation of a Competency Framework 107
Value-added Flowcharts
Time Log Job Task Analysis
Customer Contact Maps
EXISTING DOCUMENTS
Job Description
Union Contracts
Development Planning Documents
Performance Plans
Appraisal Forms
PERSONNEL DEVELOPMENT RESOURCES
Training
INTERVIEWING
Customers
Suppliers
Table 5.2 (contd.)
(contd.)
108 The Handbook of Competency Mapping
Employees
Supervisors
TEAMS
Focus Group/Cross-functional Teams
BENCHMARKING
Superstars
Expert Modelling
ESTABLISHED COMPETENCY MODELS
Management Directed
Third-party Models
For the formation of a competency framework a combination
of abilities, aptitudes, skills, qualities, personality traits, interests,
motivations, styles and competencies can be assessed by different
techniques or a combination of techniques.
Using the above-mentioned techniques and from one’s own
experience, one can draw a job profile particularly for one’s own
job. It is basically a list of characteristics, traits and skills that are
Table 5.2 (contd.)
Formation of a Competency Framework 109
required to do a particular job well. It also includes the list of ‘jobs’
one has to do in a particular position. For example, a manager is a
decision-maker and thus to take decisions he/she should also show
commercial awareness, tolerate ambiguity, etc., and should also have
the ability to do these jobs well. Competency mapping is concerned
with the second part. It measures whether a person has the compe-
tencies to do a particular task well.
Case in Point—One Case in Point—One Case in Point—One Case in Point—One Case in Point—One
Various organizations will have information in different forms
spread over organization chart, procedures, roles and responsibilities.
In a manufacturing industry, the source of information was the
Organization chart—Functional Heads (Template 1); Sequence of
Operation for Production of XYZ (Template 2); Quality Management
Systems—General Requirements, Documentation Requirements
(Templates 3, 4); Quality Management System—Quality Manual
(Template 5); Control of Documents (Template 6); Control of Records
(Template 7); Management Responsibility—Management Com-
mitment, Customer Focus, Quality Objectives, Responsibility and
Authority (Template 8, 9, 10, 11); Measurement, Analysis and
Improvement—Monitoring and Measurement (Template 12) and
Performance Appraisal (Template 13). Such information, which is
available with the organization needs to be analyzed thoroughly
for better understanding of critical success factors. This is followed
by BEI and other interviews for developing the Framework of
Competency.
110 The Handbook of Competency Mapping
T
e
m
p
l
a
t
e

1
X
Y
Z

C
o
.

L
t
d
.

X
Y
Z

C
o
.

L
t
d
.

X
Y
Z

C
o
.

L
t
d
.

X
Y
Z

C
o
.

L
t
d
.

X
Y
Z

C
o
.

L
t
d
.

O
r
g
a
n
i
z
a
t
i
o
n

C
h
a
r
O
r
g
a
n
i
z
a
t
i
o
n

C
h
a
r
O
r
g
a
n
i
z
a
t
i
o
n

C
h
a
r
O
r
g
a
n
i
z
a
t
i
o
n

C
h
a
r
O
r
g
a
n
i
z
a
t
i
o
n

C
h
a
r
t

F
u
n
c
t
i
o
n
a
l

H
e
a
d
s
t

F
u
n
c
t
i
o
n
a
l

H
e
a
d
s
t

F
u
n
c
t
i
o
n
a
l

H
e
a
d
s
t

F
u
n
c
t
i
o
n
a
l

H
e
a
d
s
t

F
u
n
c
t
i
o
n
a
l

H
e
a
d
s
C
M
D

C
h
a
i
r
m
a
n

a
n
d

M
a
n
a
g
i
n
g

D
i
r
e
c
t
o
r
;

J
M
D

J
o
i
n
t

M
a
n
a
g
i
n
g

D
i
r
e
c
t
o
r
;

V
P

V
i
c
e
P
r
e
s
i
d
e
n
t
;

G
M

G
e
n
e
r
a
l

M
a
n
a
g
e
r
;

Q
A

Q
u
a
l
i
t
y

A
s
s
u
r
a
n
c
e
;

D
G
M

D
e
p
u
t
y

G
e
n
e
r
a
l
M
a
n
a
g
e
r
;

S
r
.

M
g
r
.

S
e
n
i
o
r

M
a
n
a
g
e
r
;

N
S
M

N
a
t
i
o
n
a
l

S
a
l
e
s

M
a
n
a
g
e
r
Formation of a Competency Framework 111
Template 2
Sequence of Operation for Production of X Sequence of Operation for Production of X Sequence of Operation for Production of X Sequence of Operation for Production of X Sequence of Operation for Production of XYZ YZ YZ YZ YZ
112 The Handbook of Competency Mapping
Template 3
ISO – 9001: 2000
Quality Management System Quality Management System Quality Management System Quality Management System Quality Management System
General Requirements General Requirements General Requirements General Requirements General Requirements
We have established, documented, implemented and maintained
a quality management system to continually improve it’s effectiveness
in accordance with this international standard by implementing the
following:

Identification of the process.

Determining the sequence and interaction of these processes.

Determining criteria and methods for effective operational
control.

Information availability to support operational monitoring—
measurement, monitoring and analysis of processes.

Planning actions for continuous improvement.
Template 4
ISO – 9001: 2000
Quality Management System Quality Management System Quality Management System Quality Management System Quality Management System
Documentation Requirements Documentation Requirements Documentation Requirements Documentation Requirements Documentation Requirements
Our quality management system is documented, which includes:

Quality policy and quality objectives.

Quality manual.

Documented procedures required by this international standard.

Documentation needed by an organization to ensure effective
planning, operation and control of it’s processes.

Records required by this international standard.
Formation of a Competency Framework 113
Template 5
ISO – 9001: 2000
Quality Management System Quality Management System Quality Management System Quality Management System Quality Management System
Quality Manual Quality Manual Quality Manual Quality Manual Quality Manual
The quality management system manual includes:

Quality manual (level 1).

Departmental manual covering all mandatory procedures
(level 2).

Work instructions which describe how a specific activity is to
be performed at all department levels (level 3).

Records and applicable external documents related to standards
and customers (level 4).
Template 6
ISO – 9001: 2000
Quality Management System Quality Management System Quality Management System Quality Management System Quality Management System
Control of Documents Control of Documents Control of Documents Control of Documents Control of Documents
A management representative is responsible for maintaining
all controlled documents related to ISO 9001: 2000 requirements.
Control of documents includes the following steps:

All the departmental heads have a master list of the documents
pertaining to their areas.

All documents are given an identification number for easy
reference.

Whenever a revised document is received/issued, document
control procedure is followed.

Management representative maintains a list which indicates the
latest revision status of the document for the entire organization.

Obsolete documents are returned to the management repre-
sentative; only one copy is kept, stamped ‘OBSOLETE’ for
reference and all the other copies are destroyed.
114 The Handbook of Competency Mapping

Prior to issue, documents are approved by the person who is
authorized to do so.

It is ensured that the latest issues of the documents are available
when they are needed.

Changes to the documents are approved by people who have
background information so that they can make the right decision
when checking the changes.

Control documents are stamped ‘CONTROLLED COPY’ in
ink that is of any colour other than black.

Documents of external origin are identified and controlled.
Template 7
ISO – 9001: 2000
Quality Management System Quality Management System Quality Management System Quality Management System Quality Management System
Control of Records Control of Records Control of Records Control of Records Control of Records
Records are maintained to demonstrate:

Compliance with quality management system

Performance related to achieving objectives and targets
The records include operational records, training records,
internal/external audits and management review records.
The records are legible, readily identifiable to the relevant
operational activity. They are protected against damage or loss.
Unless specified otherwise, records are retained for one year.
Template 8
ISO – 9001: 2000
Management Responsibility Management Responsibility Management Responsibility Management Responsibility Management Responsibility
Management Commitment Management Commitment Management Commitment Management Commitment Management Commitment
Our organization is committed to the development and
implementation of the quality management system and continual
improvement by ensuring the following:
Formation of a Competency Framework 115

Customer requirement is explained to all employees in order to
satisfy the customer.

The statutory and regulatory requirements related to the product
are explained to all employees. These include external standards,
weights and measure act, packaging act.

Quality policy is understood and implemented by all employees.

Quality objectives and targets are established at the company
as well as all departmental levels.

Adequate resources are made available.

Management review of the quality management system is carried
out at necessary intervals.
Template 9
ISO – 9001: 2000
Management Responsibility Management Responsibility Management Responsibility Management Responsibility Management Responsibility
Customer Focus Customer Focus Customer Focus Customer Focus Customer Focus
We have documented the following:

The external/internal customer requirements at all department/
operational manual level.

To determine the specific requirements of a customer, including
requirements for delivery and post-delivery activities.

Latent need of customer for specified or intended use.
Template 10
ISO – 9001: 2000
Management Responsibility Management Responsibility Management Responsibility Management Responsibility Management Responsibility
Quality Objectives Quality Objectives Quality Objectives Quality Objectives Quality Objectives
Procedure for Measurement of Objectives Procedure for Measurement of Objectives Procedure for Measurement of Objectives Procedure for Measurement of Objectives Procedure for Measurement of Objectives
1. Overall production efficiency is calculated in terms of
percentage on the basis of number of finished products sent
to the warehouse vs. total moulds filled in the casting
department.
116 The Handbook of Competency Mapping
% of efficiency
= ¥
6QVCNPWODGTQHHKPKUJGFRTQFWEVUUGPVVQVJGYCTGJQWUG

6QVCNOQWNFUHKNNGFKPVJGECUVKPIFGRCTVOGPV
2. Customer satisfaction is measured on the basis of the customer
complaints received from the market.
% of customer complaint
= ¥
TotaI number of compIains received
1OO
TotaI number of pieces dispatched in the domestic market
3. The pitcher ware is measured in terms of percentage
% of pitcher = ¥
TotaI number of pitcher wares
1OO
TotaI number of once-fired pieces sorted
Template 11
ISO – 9001: 2000
Management Responsibility Management Responsibility Management Responsibility Management Responsibility Management Responsibility
Responsibility and Authority Responsibility and Authority Responsibility and Authority Responsibility and Authority Responsibility and Authority
1. Chair 1. Chair 1. Chair 1. Chair 1. Chairman and Managing Director man and Managing Director man and Managing Director man and Managing Director man and Managing Director
The Chairman and Managing Director of the company has
control over all the affairs of the company. In his capacity as Chairman
and Managing Director, he presides over the meeting of the company’s
Board of Directors. It is his responsibility to ensure proper planning
and execution of the policy and programme, as laid down by the
Board of Directors for the growth and prosperity of the company, as
well as to look after the interest of the shareholders of the company.
2. Joint Managing Director 2. Joint Managing Director 2. Joint Managing Director 2. Joint Managing Director 2. Joint Managing Director
The Joint Managing Director facilitates the above listed
programmes and policies of the company.
3. V 3. V 3. V 3. V 3. Vice President ice President ice President ice President ice President
The Vice President is responsible for general administration and
production co-ordination including manpower planning, public relations,
Formation of a Competency Framework 117
smooth administration, planning and execution of work relating to
economical activities in new projects. He is authorized to sign cheques
jointly with another bank signatory and also to sign a Purchase Order in
accordance with the mandatory limits set from time to time.
Template 12
ISO – 9001: 2000
Measurement, Analysis and Improvement Measurement, Analysis and Improvement Measurement, Analysis and Improvement Measurement, Analysis and Improvement Measurement, Analysis and Improvement
Monitoring and Measurement Monitoring and Measurement Monitoring and Measurement Monitoring and Measurement Monitoring and Measurement
An organization has a determined and established process for
the measurement of quality management performance. Customer
satisfaction is used as a measure of system output and internal audit
is used as a tool for evaluating ongoing system compliance.

An organization monitors information and data on customer
satisfaction and dissatisfaction. The methods and measures for
obtaining customer satisfaction information, data, and the nature
and frequency of reviews is defined.
We have established a process for performing objective audits in
order to determine if the quality management system has been
effectively implemented and maintained. It conforms that an audit
programme is planned taking into consideration the status and
importance of the processes, to identify potential opportunities for
improvement.

Audit process, including the schedule, is based on the status
and importance of activities, areas or items to be audited and
the results of the previous audit.

The procedure for internal audit covers the audit scope,
frequency and methodologies, as well as the responsibilities,
requirements for conducting audits, as well as recording and
reporting results to the management.

Audits are performed by personnel other than those who perform
the audit.
118 The Handbook of Competency Mapping
T
e
m
p
l
a
t
e

1
3
P
e
r
P
e
r
P
e
r
P
e
r
P
e
r
f
o
r
f
o
r
f
o
r
f
o
r
f
o
r
m
a
n
c
e

A
p
p
r
a
i
s
a
l
m
a
n
c
e

A
p
p
r
a
i
s
a
l
m
a
n
c
e

A
p
p
r
a
i
s
a
l
m
a
n
c
e

A
p
p
r
a
i
s
a
l
m
a
n
c
e

A
p
p
r
a
i
s
a
l
A
.
1

P
e
r
f
o
r
m
a
n
c
e

M
e
a
s
u
r
e
m
e
n
t

S
y
s
t
e
m

E
m
p
l
o
y
e
e
s

o
n

t
h
e

j
o
b
,

p
e
r
f
o
r
m
a
n
c
e

i
s

t
o

b
e

m
e
a
s
u
r
e
d

o
n

t
h
e

b
a
s
i
s
o
f

t
h
e

t
a
r
g
e
t

f
i
x
e
d

a
n
d

c
u
m
u
l
a
t
i
v
e

r
e
s
u
l
t
s

a
c
h
i
e
v
e
d

i
n

t
h
e

y
e
a
r

2
0
0
_

2
0
0
_
K
e
y

R
e
s
u
l
t
s
A
c
h
i
e
v
e
m
e
n
t
T
a
r
g
e
t
A
c
h
i
e
v
e
m
e
n
t
C
u
m
u
l
a
t
i
v
e
A
r
e
a
s
L
a
s
t

Y
e
a
r
C
u
r
r
e
n
t

Y
e
a
r
Q
1
Q
2
Q
3
Q
4
T
a
r
g
e
t
A
c
h
i
e
v
e
m
e
n
t
1
.
2
.
3
.
4
.
5
.
6
.
Formation of a Competency Framework 119
S
u
g
g
e
s
t
i
o
n
s
S
u
g
g
e
s
t
i
o
n
s
S
u
g
g
e
s
t
i
o
n
s
S
u
g
g
e
s
t
i
o
n
s
S
u
g
g
e
s
t
i
o
n
s
Q
-
1
Q
-
2
Q
-
3
Q
-
4
1
.
1
.
1
.
1
.
2
.
2
.
2
.
2
.
3
.
3
.
3
.
3
.
4
.
4
.
4
.
4
.
S
i
g
n
a
t
u
r
e

o
f

t
h
e

A
p
p
r
a
i
s
e
e
:
S
i
g
n
a
t
u
r
e

o
f

t
h
e

A
p
p
r
a
i
s
e
r
:
S
i
g
n
a
t
u
r
e

o
f

t
h
e

R
e
v
i
e
w
e
r
:
120 The Handbook of Competency Mapping
Case in Point—T Case in Point—T Case in Point—T Case in Point—T Case in Point—Two wo wo wo wo
In a telecommunication organization the unique role/s were
identified for which the job/position competency model is to be
developed. The information gathered for developing the model is
primary responsibility, reporting structure, key results areas, people
responsibilities, financial authority and primary interaction; internal
and external.
Unique Role Unique Role Unique Role Unique Role Unique Role
Unique Role Code Geo-Postpaid
Unique Role Name Postpaid Zonal Lead
Line of Business Wireless Postpaid
Function Sales
Number of incumbents in this As per the Zone Structure
unique role of the circle
Primar Primar Primar Primar Primary Responsibility y Responsibility y Responsibility y Responsibility y Responsibility
The role is responsible for:
1. The customer integrated operations have two critical functions—
customer service delivery and subscriber acquisition through
the World Web Express (WWE) architecture.
2. Channel partner: Number—Capillarity, Productivity
3. Customer Integrated Operational Units (CIOU) Collections
The role has to provide guidance and direction for the WWEs for
enhancing postpaid business as well as participating in the prepaid
acquisition and recharge sales.
The Role has to work closely with the Cluster Head to achieve
business goals as follows:

Achievement of Postpaid & Prepaid Sales Targets Nos.

Achievement of Collection Target Rs. Mn.
Formation of a Competency Framework 121

Local marketing activities: Signages, Merchandizing and
Promotions.

Coordinate with Care, B and C teams.

Relationship management with the assigned customer-base of
the CIOU.

Physical and telephonic contact with the customer-base and
committed problem resolution through organization.

Designing of special offers for the assigned customer-base
in order to ensure up-selling, cross-selling and references.

Ensuring adequate capillarity of Convergence Plus (CPs) and
Fiber Optic Services (FOS) to meet prospecting norms and
conversion rates, that in turn lead to target achievement.

Outbound Sales FOS = minimum 3/WWE

Collection FOS = 1 FOS/500 Customers

FOS callage and productivity enhancement through daily
monitoring.

Daily calls per FOS = 15/day

Daily calls by Zonal Lead = 5/day

Tracking Web World Express (WWE) Return on Investment
(ROI) on an ongoing basis and initiating corrective measures
for enhancing WWE returns. Helping the WWE franchisee to
attain store viability in as short a time as possible.

Weekly review meetings with the Zonal Team and WWE
team for business development.

Structured lead generation activities to increase the size of
the prospect funnel.

Initiating action for churning high Average Revenue per User
(ARPU) competition customers.

Maximizing collections from the customer base to 95 per
cent + levels.

Timely and proactive market intelligence feedback to cluster
head WWE:

Proper manning and deployment of trained staff.

Deployment of all processes/systems for acquisitions/
fulfilment.
122 The Handbook of Competency Mapping

Stock availability with CPs/WWEs.

Promotions: upsell—cross-sell
Repor Repor Repor Repor Reporting Structure ting Structure ting Structure ting Structure ting Structure
Reports To Unique Role Role Code
Functionally Cluster Head Geo-Sales – GS01
Or Cluster Postpaid Lead Geo-Sales – GS02
(if appointed)
Administratively
Roles Reporting Unique Role Role No. of
into this Role Code Incumbents
From within organization
From related companies Promoters.
Agency – roll
staff
From outside FOS & Sales
Telecallers
Formation of a Competency Framework 123
K
e
y

R
e
s
u
l
t
s

A
r
e
a
s

(
K
R
A
s
)
K
e
y

R
e
s
u
l
t
s

A
r
e
a
s

(
K
R
A
s
)
K
e
y

R
e
s
u
l
t
s

A
r
e
a
s

(
K
R
A
s
)
K
e
y

R
e
s
u
l
t
s

A
r
e
a
s

(
K
R
A
s
)
K
e
y

R
e
s
u
l
t
s

A
r
e
a
s

(
K
R
A
s
)
(
K
R
A

7
0
%
,

R
R

2
0
%
,

I
C
A

1
0
%
)
P
e
r
s
p
e
c
t
i
v
e
K
R
A
-
M
e
a
s
u
r
e
s
W
e
i
g
h
t
a
g
e
T
a
r
g
e
t
A
c
t
u
a
l
R
a
t
i
n
g
F
i
n
a
n
c
i
a
l
S
a
l
e
s

T
a
r
g
e
t
s



P
o
s
t
p
a
i
d
4
0
%
S
a
l
e
s

T
a
r
g
e
t
s



P
r
e
p
a
i
d

(
T
h
r
o
u
g
h

P
O
S
,

W
W
E
,
K
e
y

r
e
t
a
i
l

A
/
c
)
2
0
%
C
h
a
n
n
e
l

C
a
p
i
l
l
a
r
i
t
y
:

P
O
S

W
W
E

n
e
w
C
P

a
p
p
o
i
n
t
m
e
n
t
1
0
%
C
h
a
n
n
e
l

P
r
o
d
u
c
t
i
v
i
t
y
:

P
O
S

W
W
E

n
e
w

C
P
s
1
0
%
W
W
E

p
r
o
f
i
t
a
b
i
l
i
t
y

a
n
d

R
O
I
1
0
%
C
u
s
t
o
m
e
r
R
e
t
e
n
t
i
o
n

o
f

t
o
p

1
0

p
e
r

c
e
n
t

C
u
s
t
o
m
e
r
s

(
A
R
P
U
)

&

C
h
u
r
n
<
1

p
e
r

c
e
n
t

i
n

t
h
i
s

c
a
t
e
g
o
r
y
1
0
%
R
o
u
t
i
n
e

R
e
s
p
o
n
s
i
b
i
l
i
t
i
e
s
W
e
i
g
h
t
a
g
e
C
h
a
n
n
e
l

P
a
r
t
n
e
r

a
n
d

W
W
E

c
o
v
e
r
a
g
e
:

C
a
l
l
a
g
e

/
w
e
e
k
3
0
%
B
r
a
n
d

V
i
s
i
b
i
l
i
t
y

w
i
t
h
i
n

t
h
e

t
e
r
r
i
t
o
r
y
,

P
l
a
n

a
n
d

p
r
o
d
u
c
t
a
w
a
r
e
n
e
s
s

t
h
o
u
g
h

p
r
o
m
o
t
i
o
n
s
2
5
%
(
c
o
n
t
d
.
)
124 The Handbook of Competency Mapping
T
r
a
i
n
i
n
g

o
f

s
t
a
f
f

a
t

W
W
E

a
n
d

C
h
a
n
n
e
l

p
a
r
t
n
e
r
s

T
r
a
i
n
i
n
g

h
o
u
r
s
1
5
%
C
u
s
t
o
m
e
r

R
e
l
a
t
i
o
n

m
a
n
a
g
e
m
e
n
t

i
s
s
u
e

r
e
s
o
l
u
t
i
o
n
,
s
p
e
c
i
a
l

o
f
f
e
r
s
1
5
%
C
o
m
p
e
t
i
t
i
o
n

T
r
a
c
k
i
n
g

p
r
o
d
u
c
t
s
,

t
a
r
i
f
f
s
,

k
e
y

o
u
t
l
e
t
s
1
5
%
I
n
d
i
v
i
d
u
a
l

C
o
n
t
r
i
b
u
t
i
o
n

A
r
e
a
s
W
e
i
g
h
t
a
g
e
S
p
e
c
i
a
l
M
a
r
k
e
t

r
e
a
c
h

o
f

o
p
e
n

M
k
t

H
/
s
5
0
%
P
r
o
j
e
c
t
s

e
.
g
.
A
c
q
u
i
s
i
t
i
o
n

f
r
o
m

c
r
o
s
s
-
s
e
l
l
i
n
g

t
o

c
u
s
t
o
m
e
r

b
a
s
e
5
0
%
(
c
o
n
t
d
.
)
Formation of a Competency Framework 125
People Responsibilities People Responsibilities People Responsibilities People Responsibilities People Responsibilities
Area Responsibility
Recruitment WWE Franchisees, Channel Partners and FOS
Training Class Room Training on Products, Tariff’s,
Processes and competition offers/practices to all
customer facing units.
Selling, Negotiation and Objection Handling
Skills to FOS.
Demonstrating sales techniques on the job—
leading by example.
Career Development Coaching and career development of Team
Leader and key FSD/FOS for enhancing
productivity
Performance Appraisal Structured Review of all CIOU’s and FSD/FOS
Job Allocation
Administrative
(Leave sanction etc.) Yes (FOS)
Financial Authority Financial Authority Financial Authority Financial Authority Financial Authority
Area Authority
Revenues Meeting monthly collection and sales targets.
Profit
Collections Achieve 95 per cent + collection and reduce
outstanding collections. Regular review of CIOU
collection performance along with the collection team.
Budget Imprest for local promotional activities, subject to
approval of the Circle Postpaid Head.
Expense Approval Ratifying all WWE claims prior to submission.
Negotiation Ensuring customer satisfaction through addressing
pending issues and convincing trade and customers
on objections, if any.
Cost Reductions
126 The Handbook of Competency Mapping
Primar Primar Primar Primar Primary Interactions—Inter y Interactions—Inter y Interactions—Inter y Interactions—Inter y Interactions—Internal nal nal nal nal
Who Why (Purpose)
Cluster Head or Clarity on day to day objectives /operational issues
Cluster Postpaid requiring support. Prioritize tasks and resource
Lead deployment.
Overall strategy dissemination and review. Target
vs. achievement analysis, road blocks, promotional
support, training and other input planning.
Cluster Customer Regular interaction with Zonal CC to drive SLAs at
Care Team WWE. Work towards 100 per cent FTR at WWE’s
and ensuring loop closure for all cases.
Cluster Commercial Regular interaction with Commercial leads to ensure
Team system adherence and process compliance, claim
settlement on time, collection data feedback,
follow-up on ensuring daily remittance of collections
and other amounts, etc.
Primar Primar Primar Primar Primary Interactions—Exter y Interactions—Exter y Interactions—Exter y Interactions—Exter y Interactions—External nal nal nal nal
Who Why (Purpose)
FOS of Channel/ Daily Performance Review of WWE and FOS, target
Channel Partners setting, tactical activity planning, market feedback,
process/tariff communication, prospecting and lead
generation activities, collection review, etc.
Consumers Customer contact for relationship building, issue
handling and lead generation.
Promoters Smooth and effective execution of lead generation
activities and product promotion.
Channel mapped Relationship building and business enhancement.
to CIOUs
Competency Mapping and Assessment Centres 127
CHAPTER SIX
Competency Mapping and Competency Mapping and Competency Mapping and Competency Mapping and Competency Mapping and
Assessment Centres Assessment Centres Assessment Centres Assessment Centres Assessment Centres
I
DENTIFICATION of competencies and the development of
competency models, both generic and specific, is finally achieved
after going through a rigorous process. Linked with the HR
systems, the competency model is applied in the various HR functions.
Chapter Four exhibits various formats to map the various competen-
cies with the HR functions. These assessments are based on
observation, facts, probing questions, BEIs, other interviews,
behaviours perceived, performance and results achieved. However,
there is also a need to assess these competencies by other techniques
in order to validate the assessment of the panelists, peers, superiors
and others. Competency is to be mapped on the supply side (Fig. 6.1)
(both internal and external supply) with the developed competency
framework model to the job requisition. Competencies—namely,
knowledge, skills, traits, motives—have to be integrated with the
HR system. An assessment centre is an alternative to validate the
Fig. 6.1: Competency Mapping Model
128 The Handbook of Competency Mapping
competencies with the help of various tools. This is the most important
step in mapping the competencies once they have been identified.
How were the People Assessed Earlier How were the People Assessed Earlier How were the People Assessed Earlier How were the People Assessed Earlier How were the People Assessed Earlier
The assessment centre is a method or an approach that is used
to make decisions about people—to choose them, promote them or
to put them on a ‘fast-track’ scheme. The objective is to obtain the
best possible indication of people’s current or potential competence
to perform at the target job or job level. The assessment is observed
by a team of assessors. It is a combination of methods, which
comprises of simulations of the key elements of the job under the
headings of various companies, the assessment through all methods/
techniques is brought together to indicate what is crucial for high
performance.
A Histor A Histor A Histor A Histor A History of Assessment Centre y of Assessment Centre y of Assessment Centre y of Assessment Centre y of Assessment Centre
Assessment Centre in the UK Assessment Centre in the UK Assessment Centre in the UK Assessment Centre in the UK Assessment Centre in the UK
How were the people assessed earlier? This approach of an
assessment centre in organizations started just two decades back.
Looking into history, in 1942 War Office Selection Boards (WOSB)
were introduced in the UK to select officers. Anstey (1989) recounts
that the system where the boards replaced had clearly broken down.
A high percentage of people who had passed had to be returned to
the unit because of their lack of ability. The old system relied on
interviewing people who had been judged as likely to be of officer
quality. The judgement was formed on the basis of their background
or their achievement in the ranks. These achievements could range
from gallantry to exceptional smartness. With this method of pre-
selection the old system missed even the chance of interviewing many
people who actually had bad officer potential, furthermore, it incor-
rectly ascribed potential to a large number of those it did get to assess.
The new system was decided upon by the Directorate for the
Selection of Personnel and included leaderless group exercises,
objective selection tests and separate personal interviews by three
Competency Mapping and Assessment Centres 129
assessors. The panel of assessors included a senior officer, a junior
officer and a psychiatrist. Anstey describes how the new procedure
resulted in a ‘dramatic rise’ in the success and led to its acceptance
throughout the Army.
Assessment Centre in the USA Assessment Centre in the USA Assessment Centre in the USA Assessment Centre in the USA Assessment Centre in the USA
In the USA, the pioneering work undertaken by the Office of
Strategic Studies used the method to select spies during the Second
World War (MacKinnon 1977). In the USA, post-war development
moved to the private sector. The pioneer was the American Telephone
and Telegraph Company (AT&T), which used assessment centres in
its management progress study, which began in 1956 (Bray 1964) to
investigate changes in personal characteristics as managers moved
through their careers. This led to the use of Assessment Centre (AC)
as an aid in selecting first-line supervisors, higher-level managers
and other specialists.
They assessed 422 lower-level managers who were mostly of
white-male origin. They were considered to be representative of
AT&T’s future middle- and upper-level managers. In the 1970s they
initiated a new study of 344 lower-level managers, about half of
whom were women and about one-third were minorities. They found
that women had advantages in administrative ability, interpersonal
skills and sensitivity, written communication skills, energy and internal
work standards. Men had advantages in company loyalty, motivation
to advance in the company, attentiveness to power structures. There
were no differences in intellectual ability, leadership ability, oral
communication skills or stability of performance. The biggest
difference was in men’s traditionally masculine interests and women’s
traditionally feminine interests. Putting together the information they
determined that women and men had similar management potential.
However, race differences were stronger. The most significant finding
of this study was that managerial potential is highly predictable. The
method was taken up by Standard Oil of Ohio in 1962, then by IBM,
Sears, General Electric and JC Penney (Finkle 1976). Its use has
increased since the 1980s.
There were differences between the US and UK approaches,
which largely stemmed from the original background to their
introduction. In the UK a greater emphasis was placed on group
130 The Handbook of Competency Mapping
exercises with an appointed leader, group discussions and long written
exercises, whereas in the US more emphasis was placed on in-tray
exercises, leaderless group exercises with assigned roles and two
person role plays.
The Use of Assessment Centres in the Industr The Use of Assessment Centres in the Industr The Use of Assessment Centres in the Industr The Use of Assessment Centres in the Industr The Use of Assessment Centres in the Industry yy yy
Modern assessment centres in the UK tend now to follow the
American format although there are still some which have their roots
in the public sector civil service model. The growth in the use of
assessment centres in the UK has been rapid. In 1986 Robertson and
Makin reported that slightly more than one quarter of the organizations
who employed 500 people or more used assessment centres. In 1989
Mabey, reported that more than one-third of the companies employing
over 1,000 people used them, while most recently Boyle et al. (1995)
reported that 45 per cent of the organizations who responded used
assessment centres and that their use was more prevalent in the private
sector and by larger organizations. The main reason behind this has
been the realization that centres have the element of decision making
in selection and promotion that can have a demoralizing effect on
those individuals who have not been performing. Organizations have
also come to realize that to be competitive they must constantly invest
in the development of their staff, in order to enable them to respond
effectively to an increasingly uncertain market. This has meant that
rather than selecting new employees, organizations are now investing
more in their existing workforce. Traditionally, companies who
wished to train their staff would send them on a training course
outside the organization, and there has been an increasing emphasis
placed on delivering training that is relevant to the organization’s
needs and business objectives.
In the UK, a survey by the Industrial Society (1996), based
upon 414 replies, found that 59 per cent were using assessment centres
for a broad range of staff and 43 per cent were using development
centres. A survey by Roffey Park Management Institute (1999)
reported broadly similar results. Assessment centres were used by
62 per cent of respondents and development centres were used by 43
per cent. A majority of respondents (57 per cent) also expected the
use of both types of centres to increase. The Roffey Park respondents
also foresaw a continued move from assessment to development
Competency Mapping and Assessment Centres 131
centres. In the USA, Lowry (1996) conducted a survey of public-
sector organizations and found that 62 per cent used assessment
centers, while 19 per cent used development centres.
The Roffey Park results repeated those of earlier years by
showing that both assessment centres and development centres were
the province of larger organizations. It was found that assessment
centres were used by 29 per cent of the organizations employing up
to 50 people, compared with the 72 per cent of the organizations
employing more than 5,000 staff.
The centre should be a part of the HR strategy which in turn
needs to be linked to the business strategy. The HR strategy aims to
ensure that the organization has competent people. Not only does
this have to be seen as a vital part by those with power in the
organization, it also begs the question: ‘Competent’ at what cost?
Job analysis reveals the typical and representative situations faced
by people in the job and what are the main outputs in these situations.
The competence model revealed by the job analysis is to be performed
effectively in the exercises and tools. If the job analysis competencies
are correct and the exercises are well designed as simulations of the
job, it will be possible to see the competencies in people’s performance
of the exercises. If the competencies cannot be observed in the
exercises or tools then present exercises need to be revisited for
amendment or new ones need to be developed.
To ensure that the competency dimensions are properly covered,
it is usual to have a grid of dimensions against the exercises and
check off which dimensions will be shown by each exercise. It is
important to fine-tune exercises as far as possible to bring out
represented dimensions and under-represented dimensions. A grid
of competency dimension by exercises is presented in Table 6.1.
All competency dimensions should be measured by at least two
assessment tools. If some dimension is more important it should be
measured by three or four assessment tools.
Many industry leaders are currently using assessment centres,
and their modified forms, to improve their human resources capital.
Diverse companies like HUL, Ranbaxy, Tata Group, Tera Nova,
HSBC, ICICI, Colgate, Motorola have well-defined assessment
centres to look into the overall personal and organizational growth.
An individual’s behaviour and effectiveness in a certain job
that requires complex behaviour is predicted by multiple KSAs
132 The Handbook of Competency Mapping
T
a
b
l
e

6
.
1
:

G
r
i
d

o
f

C
o
m
p
e
t
e
n
c
y

D
i
m
e
n
s
i
o
n
s

b
y

E
x
e
r
c
i
s
e
s
/
T
o
o
l
s
I
n
t
e
r
v
i
e
w
R
o
l
e

P
l
a
y
I
n

T
r
a
y
G
r
o
u
p

P
r
o
b
l
e
m
G
r
o
u
p
P
s
y
c
h
o
m
e
t
r
i
c
N
e
g
o
t
i
a
t
i
o
n
T
e
s
t
B
r
e
a
d
t
h

o
f

A
w
a
r
e
n
e
s
s
*
*
*
*
C
l
a
r
i
t
y

o
f

U
n
d
e
r
s
t
a
n
d
i
n
g
*
*
*
I
n
n
o
v
a
t
i
v
e
*
*
R
e
s
u
l
t
-
o
r
i
e
n
t
e
d
*
*
*
S
e
l
f
-
c
o
n
f
i
d
e
n
c
e
*
*
*
S
e
n
s
i
t
i
v
i
t
y

t
o

O
t
h
e
r
s
*
*
C
o
-
o
p
e
r
a
t
i
v
e
*
*
*
*
P
a
t
i
e
n
c
e
*
*
*
*
Competency Mapping and Assessment Centres 133
(Knowledge, Aptitude, Skills). This leads to the need to identify and
then assess KSAs and requires multiple assessment methods and
assessors.
Motorola has spent considerable time in developing
management competencies based on skills, knowledge and behaviours.
Their assessment process involves a series of indoor and outdoor
practical team tasks, each with a nominated leader and non-participant
observer, whose feedback at the end of the task is also assessed.
Rather than being treated as ‘tables of stone’, these assessment centre
scores are used as a basis for discussion from which a short-list of
candidates for further interview is agreed upon. The advantage of
this process is that if someone with a lower score is short-listed,
there are still clear and openly expressed reasons for doing so, thus
reinforcing transparency in the whole system.
Tata Steel: As guided by the Tata vision of doubling the
revenues every four years, TISCO launched the Performance Ethic
Programme (PEP) that focused on the main competencies that are
required by their business. The various positions were divided into
clusters and jobs, with the top 100 positions requiring the following
competencies: Strategy Ability, Entrepreneurship, Efficiency,
Communication, Business Understanding, Influencing People Skills
and Leadership.
Citibank: Citibank takes a lot of pride in its human capital and
focuses on the following values and competencies: Business
Opportunity, Leadership, Adaptability, Innovation, Integrity,
Relationship and Change Management.
AT&T: This dynamic organization stresses to be amongst the
front-runners in the following aspects: Respect, Dedication, High
Standard of Integrity, Innovation and Teamwork.
AlliedSignals: AlliedSignals, an advanced technology and
manufacturing company, serves customers worldwide with aerospace
and automotive products. They identified success attributes, viz.,
Business Acumen, Customer Focus, Vision and Purpose, Values
and Ethics, Bias for Action, Commitment, Teamwork, Innovation,
Developing People.
ITC: ITC looks for Strategic Mindset, Customer Focus, Making
Things Happen, Leading Change and People Management.
Johnson & Johnson: At Johnson & Johnson, success can be
achieved by those who master Complexity, Focus on Organization
134 The Handbook of Competency Mapping
and People Development, Customer/Market, and Believe in
Innovation and Independent partnering.
HUL: The competency model at HUL comprises of Truth and
Trust, Courage Competencies of day to day work, Caring for
Stakeholders and Customers and being Action-oriented.
Pfizer: Success can be achieved at Pfizer by those who have
competencies, viz., Team Work, Leadership, Customer Focus,
Innovation and Integrity.
Aventis: Aventis focuses on the competencies: Respect for
People, Integrity, Sense of Urgency, Networking, Creativity and
Empowerment.
T TT TTypes of Exercises ypes of Exercises ypes of Exercises ypes of Exercises ypes of Exercises

Written Exercises—These are simulations of the written work
that might be undertaken by the target-level job holder. They
are completed by the participants themselves. If the number of
such exercises is large they become dull.

In-Tray—The most famous written exercise is the in-tray or in-
basket, which simulates the typical pile of papers that might
confront a job holder on a particular day. Items are targeted
upon particular competencies and it is made clear to participants
that it is not a test of delegation. It is important that the participant
responds the way in which he/she would in a real-life situation.
Nowadays the in-tray might be computed and partly presented
to people by computer. The in-tray can also include simulated
e-mails.

Analytical Exercises and Interactive Exercises—This type of
written exercise involves engaging the participants in an
analytical exercise. An issue is given to all participants. In
interactive exercises the participants are required to give a
written component of the interaction. They may be asked to
write the outcome of a group discussion for itself. It provides
concrete evidence of the person’s cognitive competencies and
removes ambiguity.

One-to-one Exercises—These exercises involve role players who
play the role. It is essentially an act of fact finding, decision
making or negotiation. The choice of the setting, roles or outputs
Competency Mapping and Assessment Centres 135
depends on the job analysis. It adds realism though it may be
time consuming.

Vignettes—To avoid role plays video-vignettes can be used.
The vignettes present participants with videotaped lead-up to a
situation with oral responses. It is a form of situational testing;
while preserving fidelity, it ensures that participants are
presented with a consistent situation.

Group Exercises—These should replicate the key types of groups
with whom people in the job will be involved.

Harmonizing the Exercises—The different exercises once drafted
need to have standardized instructions and a format of the
outcomes. It should be clear; participants should know exactly
what the setting is and what they are meant to do.

Integrating the Exercises—An assessment centre can have much
more impact if the exercises are clubbed together in an integrated
centre. At times the participant may assume a fictional
character—a particular manager. There might be some issues
which are common across the exercises. At times two role
plays might occur as interruptions to the written exercise that
contains material relevant to the role plays. Furthermore, the
role plays might provide information that helps the participant
to complete the written exercise. Integrating the exercises is a
bonus and the centre should not distort the goal. It replicates
the situations managers usually encounter. It also helps in
avoiding replication of the lengthy background information
needed before each exercise. One has to ensure that with
linkages, somebody who has done badly in one exercise is able
to do well in later exercises.

Trial of Exercises—The exercises once developed should be
tried out on a group of people who are at the same level in the
organization as the people who will go through the centre. The
group should be a mix of people based on their performance.
The participants should be encouraged for their views and
comments. The focus should be on:

Clarity of instructions

Time limit

Difficulty level
136 The Handbook of Competency Mapping
The trial run should be video recorded for the assessors’ training.
The focus can be on two or three participants with difference in the
level of competence, so that assessors can concentrate while practising
their observation and recording skills.
The desired changes that are considered beneficial need to be
incorporated.
It is necessary to decide upon the marking guides for the
assessors’ training. All possible responses can of course never be
anticipated. It is essential for the assessor to understand the
competency dimensions and behavioural indicators so that they can
interpret in terms of the dimensions and the actual behaviour of
participants. Where possible, a ‘behavioural framework’ for each
exercise should be developed. The behavioural anchors should
ascertain both positive and negative behaviours that participants may
produce for each competency.
Similarly, with written exercises the dimensions that each part
of the exercise is targeting should be indicated. If there is more
than one dimension it may also be indicated. It provides a check so
that the dimensions are addressed properly, thereby a guide to the
linkages and issues in the exercises is developed. The more specific
the guidelines, the greater the agreement on marking among assessors.
With each exercise there needs to be a response recording sheet.
It should give the positive indicators of the competency dimension
and the rating scale. The focus should be to record the evidence of
negative and positive indicator for the dimension. However, the
formatting of the record sheet would vary from exercise to exercise
depending upon the nature of outcome and the dimensions.
To summarize the ratings, a rating grid is required. This grid
would be a compilation of all exercises together on a rating scale as
shown in Table 6.2.
Of Of Of Of Off-the-shelf Exercises f-the-shelf Exercises f-the-shelf Exercises f-the-shelf Exercises f-the-shelf Exercises
Off-the-shelf exercises are also available. Exercises which best
match the requirement may be chosen. These are readily available
and cheaper than developing one’s own exercises. But these exercises
are not specifically designed with the organizations’ competency
dimensions in mind. Thus it is difficult to choose a set of exercises
that best address the dimensions. In this case the competency
Competency Mapping and Assessment Centres 137
T
a
b
l
e

6
.
2
:

A

G
r
i
d

f
o
r

R
a
t
i
n
g
s
A
s
s
e
s
s
m
e
n
t

C
e
n
t
r
e

G
r
i
d

N
a
m
e

N
u
m
b
e
r

I
n
t
e
r
v
i
e
w
R
o
l
e
I
n
-
G
r
o
u
p
G
r
o
u
p
P
s
y
c
h
o
m
e
t
r
i
c
R
a
t
i
n
g
s
P
l
a
y
T
r
a
y
P
r
o
b
l
e
m
N
e
g
o
t
i
a
t
i
o
n
T
e
s
t
B
r
e
a
d
t
h

o
f
A
w
a
r
e
n
e
s
s
*
*
*
*
1
2
3
4
5
C
l
a
r
i
t
y

o
f
U
n
d
e
r
s
t
a
n
d
i
n
g
*
*
*
1
2
3
4
5
I
n
n
o
v
a
t
i
v
e
*
*
1
2
3
4
5
R
e
s
u
l
t
-
o
r
i
e
n
t
e
d
*
*
*
1
2
3
4
5
S
e
l
f
-
c
o
n
f
i
d
e
n
c
e
*
*
*
1
2
3
4
5
S
e
n
s
i
t
i
v
i
t
y

t
o
O
t
h
e
r
s
*
*
1
2
3
4
5
C
o
-
o
p
e
r
a
t
i
v
e
n
e
s
s
*
*
*
*
1
2
3
4
5
P
a
t
i
e
n
c
e
*
*
*
*
1
2
3
4
5
138 The Handbook of Competency Mapping
dimensions are being fitted to the exercises rather than the other way
round. These would not have the language of the organization and
the buy-in of line managers. These exercises cannot target the
particular job or job-level of a particular organization. As they do
not simulate the target job, they cannot be sent to preview how the
person would behave in the job, though they may simulate some
aspects of managerial jobs that are generic across organizations. While
assessing, the marks will be less productive of job performance to
the extent that the exercises are not a genuine preview of the job.
The tray of group exercises are also irrelevant to the target job but
are included, simply because most of the organizations have them.
Off-the-shelf exercises, as they do not require involvement
during the development, invite lack of understanding which makes
training of assessors difficult. The need of parallel versions is
particularly strong if the objective is promotional or quasi-
development.
However, the advantage is that there is no development cost
and off-the-shelf exercises can be obtained immediately. They are
developed on the basis of research and possess in-built psychometric
properties. They are statistically analyzed and are reliable as well as
valid.
Customized Exercises Customized Exercises Customized Exercises Customized Exercises Customized Exercises
Somewhere in between off-the-self and tailor-made exercise
are customized exercises. Herein the consultant takes a basic exercise
and customizes it to the need of the client organization. They are
written with the objective in mind, giving a genuine simulation of
work at the job or job level in the organization. The in-tray has items
that fit into the organization, to be meaningful to the job. All exercises
may not be customized, but it will be cheaper than designing tailor-
made exercises. However, adapting exercises to the organization
may raise certain legal issues on copyright.
Exter Exter Exter Exter External Centre nal Centre nal Centre nal Centre nal Centre
Another option is to send people to centres run by a consultancy.
The advantage is subcontracting a time-consuming procedure. The
element of objectivity and independence would be higher. The
disadvantage is that the exercises are not tailor-made, but they are a
Competency Mapping and Assessment Centres 139
cost-effective alternative if the number of people to be assessed
is less.
Non-exercise Material Non-exercise Material Non-exercise Material Non-exercise Material Non-exercise Material
Though exercises are at the core of the centre, there is a range
of other material that is included for assessment. For assessing certain
competencies, exercises may not be sufficient; additional information
is needed for making decisions based on the overall competency
model.

Interviews—Several competency dimensions can be assessed
through interviews, in addition to the information provided by
exercises. Situational questions can be asked to probe into
particular competency dimensions. It may also be used to ask
pressure-related questions experienced in the past. The interview
has to be carried out systematically if it is confined to measuring
certain identified competencies. Thus the dimensions and
possible lines of questioning are specified beforehand. The
recording is done on the recording sheet as in the case of
exercises. Interviews can also be carried out by experts in the
external centre based on desirable experience and qualifications.
Ratings by Self and Others Ratings by Self and Others Ratings by Self and Others Ratings by Self and Others Ratings by Self and Others

Self-assessment—Self-assessment gets participants to think about
themselves in terms of the competency dimensions. Participants
may be assessed before the start of the assessment centre and at
its conclusion. However, such assessments cannot be relied
upon in all cases as people are selecting themselves for a potential
job. This is not promising. There might be cases of significant
differences between the assessment of assessors and ratings of
self-assessment.

Peer Assessment—Peer assessment can be carried out before
the assessment centre. This may be an important basis to assess
how participants viewed each other before the exercises,
comparing it with their contribution at the group exercises. In
addition this is a valuable information for selection and also for
validity of peer assessment. Major differences in assessment
140 The Handbook of Competency Mapping
by peers and assessors may yield important information about
line managers’ ratings.
Line managers’ ratings are valuable as they help in analyzing
the relation between the ratings given by them and those by assessors,
participants and peers. Another advantage is ensuring the involvement
of line managers.
360-degree Feedback 360-degree Feedback 360-degree Feedback 360-degree Feedback 360-degree Feedback
The 360-degree feedback process provides key inputs by helping
participants to gain an insight into their strengths and weaknesses. It
also becomes the basis for the participants in deciding to try and
approach the exercise situations differently.
When implementing the 360-degree appraisal process the
following points should be kept in mind:
1. Identify an employee who would benefit from a 360-degree
appraisal, consult his/her boss and possibly any relevant HR
specialists, with a need to know.
2. Appoint an administrator to co-ordinate the entire process. Also
appoint a facilitator, who should be an individual with great
experience of personal development and the requisite counsel-
ling skills to help the appraisee with the difficult but important
task of action planning. Ideally, one person should perform
both these roles.
3. Decide between two styles of implementing the process:
(a) Open: The appraisee administers the early stages of the
process, choosing who will complete the questionnaires
(with the help of the facilitator) and sending out the
questionnaires himself/herself.
(b) Anonymous: The process is carried out anonymously with
the administrator/facilitator choosing the respondents and
sending out the questionnaires. With this method, the
appraisee will not know the identification of the rates (except
the boss).
4. Depending upon which style of implementation has been
selected, either the appraisee or the administrator/facilitator
Competency Mapping and Assessment Centres 141
should decide who is asked to rate, thinking carefully about the
selections. Up to three peers and three subordinates from a
cross-section of jobs are required to give a wide coverage of
views. One or two customers or internal clients should also be
included if possible. Raters who are likely to be fair and
dispassionate rather than very close friends or sworn enemies,
should be chosen. The boss and appraisee must both complete
the questionnaire.
5. Once this has been decided, the questionnaires should be sent
out with an envelope for return and a letter of explanation to
the rater, giving appropriate guarantees about anonymity and
confidentiality. If anonymity is required, these materials should
be delivered to the rater in an unmarked envelope.
Best Practice Best Practice Best Practice Best Practice Best Practice
In order to conform to best practice, users should endeavour to
adhere at all times to the following principles:

Experienced HR professionals should be appointed to administer
the entire process and ideally, to be the facilitator in the feedback
process.

All appraisees should have access to an experienced facilitator
who has the necessary skills.

Appraisees should be given accurate and satisfactory answers
to all their questions or if necessary, referred to someone who
is able to do so.

All questions or complaints should be handled by a qualified
person who is not directly involved in the rating process.

The degree of confidentiality and anonymity (who will see the
questionnaires/reports and how will they be used) should be
communicated clearly at the outset and adhered to rigidly.

Feedback should be conducted in an accurate and sensitive
manner.

The implications of the feedback should be fully understood.

Full support and respect should be provided to every appraisee,
irrespective of their performance level.
142 The Handbook of Competency Mapping

Appraisees should be encouraged to share their reports with
anyone who might be able to assist with their development.

The contents of a feedback report should never be revealed to
anyone except the appraisee without his/her full agreement.

Action plans should be completed and implementation should
be led and subsequently monitored by the facilitator.

The shelf-life of the report should be communicated to all.

The entire process should be monitored and evaluated to ensure
that it continues to be efficient and effective.
Rating Forms—All rating forms whether self, peer, line manager
or 360-degree feedback, when being designed should be targeting
the same competency dimensions which are to be examined at the
centre. These forms should be completed before the centre. The
forms should be designed in such a way that there is opportunity
to display the indicated dimensions in their work and demonstrate
each competency at the centre.
T TT TTests and Inventories ests and Inventories ests and Inventories ests and Inventories ests and Inventories
Psychometric tests, personality inventories, attitude measures,
ability tests, etc., can be combined with the exercises depending
upon the information needed. It must be relevant to one or more of
the targeted competencies to choose tests and inventories that are
expected to add to information about the competency dimensions.
Also, there should be a check to determine whether people’s scores
on the test or inventory actually relate to performance on the
competency dimensions. It is important that the organization chooses
a test that is appropriate to the centre and its participants.
Personality inventories should also be related to the com-
petencies, so that it is clear that the information provided is useful.
The additional information can be used for the feedback, career
counselling and development. It might help employees to introspect
and enhance their performance. There are various types of personality
inventories like 16 Personality Factors (PF), Occupational Personality
Questionnaire (OPQ), which give a straightforward measure and
can be statistically related to the competency dimensions. Other
tests may give more information like Myer Briggs Type Indicator
(MBTI), Fundamental Interpersonal Relation Orientation-Behaviour
Competency Mapping and Assessment Centres 143
(FIRO-B) and schemes’ measure of career anchors. An in-depth
psychological assessment will yield insight into the person, which is
valuable to understanding his/her competencies and to reveal the
fundamental ways in which the person will need to grow and develop.
It is only by understanding oneself that a fundamental change is
possible.
Projective T Projective T Projective T Projective T Projective Techniques echniques echniques echniques echniques
Another way of getting in-depth information is through the use
of projection techniques like Thematic Apperception Test, Rorschach,
Incomplete Sentences and Blank. Targeting its own dimensions (rather
than using the readymade originals) will be beneficial for the
organization. It is recommended to consider developing projective
exercises. However, developing such material and interpreting the
results is a job that requires great expertise.
144 The Handbook of Competency Mapping
CHAPTER SEVEN
Resistance and Resistance and Resistance and Resistance and Resistance and
Recommendations Recommendations Recommendations Recommendations Recommendations
A
competency model can help your company achieve its
strategic goals only if others within the company are
convinced.
While embarking on the campaign to gain the support of key
stakeholders, one is likely to face resistance. One has to gain
commitment not only of those who have signed off the decision but
also of those whose co-operation and goodwill is vital for the success
of the project.
Advocate the Project Ef Advocate the Project Ef Advocate the Project Ef Advocate the Project Ef Advocate the Project Effectively fectively fectively fectively fectively
Ask yourself the following questions to evaluate the commitment
of the employees:

What makes you believe that a competency model will be an
effective tool for the purpose?

Can you describe the process of developing a model, resources
needed and potential applications of the model?

How do you suggest the process be designed to ensure its
success?

What are the theoretical underpinnings of the process?

How would you ensure the real, practical, long-term benefits
and results?
Resistance and Recommendations 145
These questions if not answered will lead to resistance within
the organization. Once people know that the business needs are being
addressed directly and will facilitate practical human resource decision
making, they are more likely to listen.
Identify the Key Stakeholders and the Expected Identify the Key Stakeholders and the Expected Identify the Key Stakeholders and the Expected Identify the Key Stakeholders and the Expected Identify the Key Stakeholders and the Expected
Levels of Suppor Levels of Suppor Levels of Suppor Levels of Suppor Levels of Support tt tt
Before the plan comes into action, list all stakeholders—
individuals and groups—who might benefit and also those who have
personal reasons for not wanting the implementation.
Categorize Y Categorize Y Categorize Y Categorize Y Categorize Your Stakeholder our Stakeholder our Stakeholder our Stakeholder our Stakeholder
Determine the likely gain or loss each one would have from the
model if it was to be implemented. Try to answer how this project
will benefit your department and how it will affect you personally.
Now categorize the reasons. You may expect a varying degree of
support. Real commitment is not only to be in agreement that the
competency model is needed but in supporting the initiative and
compliance. In a worst case scenario there might be resistance to the
implementation of the project; this will be most detrimental to the
success of your project. In other situation there would be silent
resistance, where you might not be aware of the person’s opposition
until it has already caused damage.
Stakeholders Stakeholders Stakeholders Stakeholders Stakeholders’Map Map Map Map Map
List all the stakeholders, along with your colleagues involved
in the project. Now categorize them on the basis of commitment,
compliance, resistance and those most critical. As a next step, further
classify them on the basis of those who will be most influenced over
the success or failure of the project. Keep collecting more information
on these stakeholders and update the stakeholders’ map as and when
you have new information.
146 The Handbook of Competency Mapping
Reasons for Lack of Commitment Reasons for Lack of Commitment Reasons for Lack of Commitment Reasons for Lack of Commitment Reasons for Lack of Commitment
Once the stakeholders have been identified, try to determine
the likely reasons for their lack of commitment. The reasons can be
the following:

If the purpose of using a competency model is not made clear.

If people are not involved in the development of the model.

If people are concerned that they will be expected to behave
differently when dealing with their bosses and others.

If the managers feel that the use of a competency model will
limit their power of choice or will increase the quantum of
work when selecting, developing and appraising people.
Identify what will be the concern of a stakeholder and address
the resistance accordingly.

People are suspicious and sceptical about how the competency
model will be used. Will it address the business needs; if yes,
how? When the model is developed for appraisal and com-
pensation or for the 360-degree appraisal there is more anxiety
which gives way to rumours: Whatever the objective, whether
organizational intervention, or modestly involving just a few
people, effective and frequent communication is most important
to eliminate resistance for the success of the project.
Communicate through all forms of media, meetings, e-mails,
bulletin boards, newsletter, etc., and solicit the input of a large
number of people to minimize resistance.

Ego gratification results when the stakeholders do not participate
in the development stages of the project. The issues and needs
of the stakeholders must be addressed before they are required
to devote time and effort to an initiative. The best way to deal
with this is to treat the stakeholders as internal customers.
Involve as many stakeholders as possible in clarifying the
business need, identifying or validating competencies and
designing the project implementation. Acknowledge their ideas
and involve them in order to resolve issues and win over people.
Once you have been successful in persuading them, they will
Resistance and Recommendations 147
be converted into committed individuals. Consultative decision
is always the best way to overcome resistance.

A competency project may be seen as a threat to the status quo
and may imply that people should change their behaviour.
Convert this threat into an opportunity by clarifying the value
of the competency model, which in fact will help employees
understand what is expected of them, what they can do to
develop their strengths and what elements of their jobs they
should focus on in order to succeed. It should be shown as a
tool for development and success rather than for primitive
measurement. It should be further reinforced that what people
are doing is right, as well as what they need to do differently.

To the people the model may appear like a set of formulas.
People doubt their instincts and abilities when interacting with
people under pre-established, cut-and-dried criteria which
replaces their own judgement and skill, choices and decisions.
It should be emphasized that the model will give clues about
what to look at. There will be a set of behaviours that should
be nurtured and would help in assisting how to determine
development experiences which are helpful. It would help in
doing the jobs better. Especially in situations where expectations
of people are changing, it may be emphasized that a competency
model allays a lot of fear and anxiety by articulating and
clarifying the expectations of everybody concerned.
Resistance and Recommendations: Why and How? Resistance and Recommendations: Why and How? Resistance and Recommendations: Why and How? Resistance and Recommendations: Why and How? Resistance and Recommendations: Why and How?
There are chances of resistance on the following issues:
1. Purpose of a competency model initiative is not made clear.
When the purpose of a competency model initiative is not made
clear, hold an informal discussion with individuals or teams to
review reasons for development and implementation of the
model and to answer any questions. Circulate a memo including
rationale and details on how you will proceed. Explicitly state
the new behaviour required and why. Hold a series of meetings
to review the business needs that will be addressed by the
competency model.
148 The Handbook of Competency Mapping
2. Need for introducing a competency model into the current human
resource system is not seen.
When the need for introducing a competency model into the
current human resource system is not seen, explain what the
model will do to make the current system easier. Also describe
what is inadequate about the current system and indicate how
the model will make the system more effective.
3. Individuals are not involved in planning the development of the
competency model.
When the development of the competency model does not
involve individuals in planning, invite small groups to be
advisers during the planning process. Review action plans with
individuals who have concerns about timing and solicit ideas
on how to adjust or fine-tune the plan. Key stakeholders should
be used to identify potential problems and asked to generate
ideas to avoid the problems. The deadlines should be flexible,
keeping account of critical internal activities such as product
introductions, year-end services and the like.
4. High cost and reward is inadequate for supporting the effort.
When the cost is high and reward is inadequate for supporting
the effort, speak in the ‘language of management’ regarding
cost-benefit, how cost of turnover can be reduced, how training
budget can be better focused and how the recruiting cycle can
be shortened while reviewing the actions for developing the
model. Ideally, where the cost of external resources might be
reduced by getting greater participation of internal resources,
one may consider using pilots to show the value of the process
on a smaller scale before investing in a large-scale project.
5. Doubt over organizational resources/follow-through to actually
finish the development or implementation.
When organizational resources to actually finish the develop-
ment or implementation is doubtful, demonstrate visible
support by senior management through meetings, memos, etc.,
which demonstrate committed resources. Change the reward
system to encourage the use of the model by stakeholders, to
help identify what is necessary to ensure support later. Provide
prototypes on how the end-product will actually be applied to
human resource systems.
Resistance and Recommendations 149
6. Implementation of model occurs too quickly/slowly.
When the implementation of the model occurs either too quickly
or too slowly, be on the lookout for signs that the process is
losing momentum and call for high-level supporters to show
their commitment. Ensure sufficient resources to get the job
done. Plan small steps and quick successes to win over sceptics;
keep the process simple. It is important to provide a date of
accomplishment in order to show progress. The pace of the
implementation should be such that the people are not over-
whelmed and are sensitive to the other demands of their jobs.
7. History of poorly implemented changes to human resource
systems/processes.
When there is a history of poorly implemented changes to human
resource systems, do a postmortem with sceptics on why the
last one failed—what will it take to avoid the same problems,
speak with people in the organization who have implemented
major changes successfully.
8. Concern about what ‘using it’ really means.
When there are concerns about what ‘using it’ really means,
provide training and guidance on the use and implementation
of the model. The related tools should be made easier to use
with straightforward, stand-alone instructions. Hotlines should
be set up to provide tips on the tools. The tools should be
tailored to the needs of functions or business so that there is
instant credibility.
Thus each source of resistance needs to be addressed and
appropriate action needs to be recommended.
Generic Competency Dictionary 151
PART TWO
152 The Handbook of Competency Mapping
Part One of the book offers the framework for developing a com-
petency model and issues related to developing the model and mapping
competency in an assessment centre.
The objective of Part Two is to provide a Generic Competency
Model developed after continuous research that can be used by
organizations off-the-shelf or customized to their needs.
This part of the book covers the following topics:

Generic Competency Dictionary

Generic Competency Model for Leadership Role in any
Organization

Competency Model for HR

Leadership Competency Model for Automobile Industry
It also provides practical cases developed as an outcome of the
consultancy assignments handled in the last few years.
Case In Point:

One—Hindustan Sanitaryware Industries Ltd.

Two—Hindustan Petroleum Chemical Ltd. (HPCL)

Three—Gujarat Heavy Chemicals Ltd. (GHCL)
The given models and sample reports for individual development
will be useful for those corporate firms which are still looking to
develop the model.
Generic Competency Dictionary 153
CHAPTER EIGHT
Generic Competency Generic Competency Generic Competency Generic Competency Generic Competency
Dictionar Dictionar Dictionar Dictionar Dictionary yy yy
T
ABLE 8.1 shows the dictionary of various competencies and
the related behaviour indicators. The starters can use this
off-the-shelf and further customize it for the organization’s
various positions while developing their own model.
Generic Competency Dictionar Generic Competency Dictionar Generic Competency Dictionar Generic Competency Dictionar Generic Competency Dictionary yy yy
Adaptability Adaptability Adaptability Adaptability Adaptability
Maintains effectiveness in varying work environments where
circumstances and priorities are changing.
Ambition Ambition Ambition Ambition Ambition
Is driven to do well, be effective, achieve, succeed and progress
quickly through the organization.
Analytical Reasoning Analytical Reasoning Analytical Reasoning Analytical Reasoning Analytical Reasoning
Analyzes, interprets and evaluates complex information arriving
at logical deductions and conclusions.
Appraisal Appraisal Appraisal Appraisal Appraisal
Evaluates subordinates’ performance accurately and fairly,
providing effective feedback on a regular basis.
154 The Handbook of Competency Mapping
Compliance Compliance Compliance Compliance Compliance
Adheres to policies and/or procedures, or seeks approval from
the appropriate authority before making changes.
Decisiveness Decisiveness Decisiveness Decisiveness Decisiveness
Exhibits a readiness to make decisions, render judgements,
take action or commit oneself.
Delegating Delegating Delegating Delegating Delegating
Appropriately designates responsibility and refers problems or
activities to others for effective action.
Developing Others Developing Others Developing Others Developing Others Developing Others
Develops subordinates’ competence by planning effective
experiences related to current and future jobs, in the light of individual
motivations, interests and current work situation.
Empathy Empathy Empathy Empathy Empathy
Understands the feelings and attitudes of others and is able to
put oneself in others’ shoes.
Entrepreneurialism Entrepreneurialism Entrepreneurialism Entrepreneurialism Entrepreneurialism
Recognizes and takes advantage of new and/or expanded
business opportunities.
Fact Finding Fact Finding Fact Finding Fact Finding Fact Finding
Uses investigative skills and research to gather information
relevant to organizational issues, trends and problems.
Flexibility Flexibility Flexibility Flexibility Flexibility
Is able to modify approach in order to achieve a goal.
Generic Competency Dictionary 155
Following Through Following Through Following Through Following Through Following Through
Establishes procedures and monitors the progress and results
of plans and activities to ensure that goals are achieved.
Independence Independence Independence Independence Independence
Takes actions in which the dominant influence is personal
conviction rather than the influence of others’ opinions.
Influencing Influencing Influencing Influencing Influencing
Uses appropriate interpersonal styles, methods of com-
munication, data and arguments to gain agreement or acceptance of
an idea, plan or activity.
Initiative/Creativity Initiative/Creativity Initiative/Creativity Initiative/Creativity Initiative/Creativity
Is proactive, self-starting, seizes opportunities and originates
action to achieve goals.
Innovation Innovation Innovation Innovation Innovation
Is change-oriented and able to generate and/or recognize creative
solutions in varying work-related situations.
Integrity Integrity Integrity Integrity Integrity
Maintains and promotes organizational, social, and ethical
standards and values in the conduct of internal as well as external
business activities.
Interpersonal Sensitivity Interpersonal Sensitivity Interpersonal Sensitivity Interpersonal Sensitivity Interpersonal Sensitivity
Deals with others in a manner that shows a capacity to
understand and respond appropriately to their needs.
Intuition Intuition Intuition Intuition Intuition
Uses hunch, feel, ‘sixth sense’ to identify issues and possible
solutions.
156 The Handbook of Competency Mapping
Lear Lear Lear Lear Learning Ability ning Ability ning Ability ning Ability ning Ability
Assimilates and applies new, job-related information in a timely
manner.
Listening Listening Listening Listening Listening
Draws out opinions and information from others in face-to-
face interaction.
Negotiating Negotiating Negotiating Negotiating Negotiating
Communicates information and/or arguments effectively, gains
support and acceptance of other parties and compromises when
appropriate.
Numerical Reasoning Numerical Reasoning Numerical Reasoning Numerical Reasoning Numerical Reasoning
Analyzes, interprets and evaluates complex numerical as well
as statistical information, arriving at logical deductions and
conclusions.
Oral Communication Oral Communication Oral Communication Oral Communication Oral Communication
Expresses thoughts effectively and convincingly, using
appropriate verbal and non-verbal behaviour to reinforce the content
of the message.
Per Per Per Per Perfor for for for formance Orientation mance Orientation mance Orientation mance Orientation mance Orientation
Is concerned to optimize the effective and efficient management
of available resources.
Personal Impact Personal Impact Personal Impact Personal Impact Personal Impact
Creates a positive first impression, commands attention and
respect, and is socially confident.
Political and Organizational A Political and Organizational A Political and Organizational A Political and Organizational A Political and Organizational Awareness wareness wareness wareness wareness
Considers probable support or opposition to ideas or action in
terms of external, organizational, professional or sectional interests
and constraints.
Generic Competency Dictionary 157
Prioritizing Prioritizing Prioritizing Prioritizing Prioritizing
Accurately assesses the relative importance of objectives,
activities and events in relation to organizational goals.
Resilience Resilience Resilience Resilience Resilience
Is able to maintain high performance levels under pressure and/
or opposition and is able to maintain composure in the face of
disappointments, criticism and/or rejection.
Risk T Risk T Risk T Risk T Risk Taking aking aking aking aking
Ability to stretch or go beyond personal/professional comfort,
with confidence in one’s own skills and abilities.
Self-awareness Self-awareness Self-awareness Self-awareness Self-awareness
Is aware of personal strengths, needs and limitations and the
part they play in the exercise of effective management.
Self-confidence Self-confidence Self-confidence Self-confidence Self-confidence
Demonstrates a genuine belief in the likelihood of personal
success and communicates a positive self-esteem to others.
Sociability Sociability Sociability Sociability Sociability
Is socially outgoing and able to mix easily with others.
Strategic Planning Strategic Planning Strategic Planning Strategic Planning Strategic Planning
Sets goals and objectives based on a clear vision of the future
and works towards their achievement, while ensuring that short-term
goals are met.
T TT TTeamwork eamwork eamwork eamwork eamwork
Co-operates with others and is able, where appropriate, to
complement the roles of others by taking on the role of a leader, peer
or subordinate.
158 The Handbook of Competency Mapping
T TT TTenacity enacity enacity enacity enacity
Stays with a position or plan of action until the desired objective
is achieved or is no longer reasonably attainable.
T TT TTime Management ime Management ime Management ime Management ime Management
Is able to plan and organize own use of time, meets deadlines,
and does not have to rely on the last minute.
T TT TTroubleshooting roubleshooting roubleshooting roubleshooting roubleshooting
Able to gather information and quickly, accurately identify the
causes of problems in work-related activities and processes.
V VV VVision ision ision ision ision
Is able to view events and possibilities from multiple
perspectives, develop future-oriented scenarios, ‘helicopter’ above
the current situation, and see the ‘bigger picture’.
V VV VVitality itality itality itality itality
Maintains a high activity level, is enthusiastic, motivated and
energetic.
Written Communication Written Communication Written Communication Written Communication Written Communication
Expresses thoughts in writing in a grammatically correct, well-
organized and well-structured manner.
Table 8.1: Generic Competency Dictionary
Customer Partnership Relationship

Negotiates requirements
Management

Manages needs and
expectations

Builds effective alliances

Maintains personal contact

Uses formal and informal
communication
(contd.)
Generic Competency Dictionary 159

Builds respect and trust

Follows-up with customers

Focuses on long-term
relationship
Business Focus

Focuses on customer
requirements

Finds ways to improve service

Understands client’s business

Considers customer
perspective

Balances technology and
customer requirement

Prioritizes business
requirements

Stays abreast of technology
and business

Understands policies and
impact
Team Collaboration Team Building

Inspires and motivates to
excel

Articulates vision and
purpose

Ensures role understanding

Delegates responsibility and
authority

Recognizes efforts and results

Focuses on important
elements

Creates ownership of projects

Promotes industrial
accountability
Organizational

Accounts for impact on
Awareness others

Co-ordinates with all groups

Straightforward about all
issues
Table 8.1(contd.)
(contd.)
160 The Handbook of Competency Mapping

Communicates with all parties

Builds relationship network

Includes relevant people

Uses collaborative problem
solving

Negotiates and compromises
Problem-

Makes contingency plans
Solving Skills

Encourages group
participation

Helps without taking
responsibility away

Manages teams’decision
making

Helps manage conflict

Knows when to take control

Helps others understand impact

Uses group facilitation
Developing People Respects Others

Seeks solutions not blame

Maintains self-control

Is sensitive to other’s needs

Is fair and even handed

Maintains other’s self-esteem

Works with all people/levels

Listens to obtain input

Respects ideas and
contributions
On the Job

Improves skills in team
Development

Uses cross-training and
(OJD)/Coaching assignments

Sets clear objectives

Assesses employee needs
regularly

Is open to feedback

Uses mistakes for learning

Provides feedback

Assesses skills for projects
Table 8.1(contd.)
(contd.)
Generic Competency Dictionary 161
Technical Integrity Technical

Technologically up-to-date
expertise/

Builds in testing procedures
commitment

Sets technology, vision
direction

Takes a stand when right

Has strong grasp of
technology

Puts in necessary effort

User-friendly communicator

Leverages/optimizes
technology
Project/Quality

Accepts full responsibility
Management

Anticipates problems

Communicates project status
to all

Breaks projects down

Juggles multiple projects

Stays on goals regardless

Uses resources effectively

Drives quality and standards
Rating/Scale of Competencies Rating/Scale of Competencies Rating/Scale of Competencies Rating/Scale of Competencies Rating/Scale of Competencies
Various rating scales can be used (see Chapter Two and Case
Examples in Part Two of the book). Below is another example of
rating the behavioural indicators of various competencies.
When an organization decides to develop a competency
framework or model, the question arises that what should be the
criteria? Below is listed a comprehensive range of performance criteria
that have been drawn from job analysis and performance review
process in a variety of organizations inclusive of MNCs, Indian
corporates and public sector. The list can be reviewed along with the
definition and then prioritized according to how best they reflect the
criteria most significant for managerial and leadership excellence.
Further, it can be rated on a 1–6 point scale, showing the degree
to which each of the criteria below is critical for the success:
Table 8.1(contd.)
162 The Handbook of Competency Mapping
1. Must have
2. Very important
3. Important
4. Not particularly important
5. Little importance
6. Not important at all
Once the competencies have been defined they can be clustered
together under broader perspectives and the behavioural indicators
are defined as shown in Table 8.2.
Generic Competency Dictionary 163
T
a
b
l
e

8
.
2
:

B
e
h
a
v
i
o
u
r
a
l

R
a
t
i
n
g
s

o
f

V
a
r
i
o
u
s

C
o
m
p
e
t
e
n
c
i
e
s

A
n

E
x
a
m
p
l
e
D
e
p
t
h

o
f

k
n
o
w
l
e
d
g
e
F
a
m
i
l
i
a
r
i
t
y

w
i
t
h

b
a
s
i
c
c
o
n
c
e
p
t
s
.
T
h
o
r
o
u
g
h
l
y

u
n
d
e
r
s
t
a
n
d
s
f
u
n
d
a
m
e
n
t
a
l

c
o
n
c
e
p
t
s
a
n
d

t
h
e
i
r

a
p
p
l
i
c
a
t
i
o
n

i
n
t
h
e

f
i
e
l
d

o
f

k
n
o
w
l
e
d
g
e
.
T
h
o
r
o
u
g
h
l
y

u
n
d
e
r
s
t
a
n
d
s
a
d
v
a
n
c
e
d

c
o
n
c
e
p
t
s
a
n
d

t
h
e
i
r

a
p
p
l
i
c
a
t
i
o
n

i
n
t
h
e

f
i
e
l
d

o
f

k
n
o
w
l
e
d
g
e
.
V
e
r
y

d
e
e
p
u
n
d
e
r
s
t
a
n
d
i
n
g

o
f

a
n
d
o
n

t
h
e

c
u
t
t
i
n
g

e
d
g
e

o
f
R
&
D
/
i
n
v
o
l
v
e
d

i
n

p
a
t
h
b
r
e
a
k
i
n
g
.
Q
u
a
l
i
t
y

C
o
n
s
c
i
o
u
s
M
e
e
t
s

b
a
s
i
c

q
u
a
l
i
t
y
r
e
q
u
i
r
e
m
e
n
t
s
.
A
b
o
v
e

l
e
v
e
l

o
f

t
h
e
q
u
a
l
i
t
y

w
h
i
c
h
s
a
t
i
s
f
i
e
s
o
r
g
a
n
i
z
a
t
i
o
n
a
l
o
u
t
p
u
t

r
e
q
u
i
r
e
m
e
n
t
s
.
H
i
g
h

q
u
a
l
i
t
y

o
u
t
p
u
t
d
e
l
i
g
h
t
i
n
g

c
l
i
e
n
t
s
/
c
u
s
t
o
m
e
r
s

a
n
d
s
e
t
t
i
n
g

n
e
w
b
e
n
c
h
m
a
r
k
s

f
o
r

t
h
e
o
r
g
a
n
i
z
a
t
i
o
n
.
F
l
a
w
l
e
s
s
,

e
x
e
m
p
l
a
r
y
w
o
r
k
,

s
e
t
t
i
n
g
a
s
p
i
r
a
t
i
o
n

t
a
r
g
e
t
s

f
o
r
o
t
h
e
r
s

t
o

e
m
u
l
a
t
e
.
T
i
m
e

M
a
n
a
g
e
m
e
n
t
T
y
p
i
c
a
l
l
y
,

g
o
e
s
t
h
r
o
u
g
h

a

l
e
a
r
n
i
n
g
c
u
r
v
e

s
t
a
r
t
i
n
g

f
r
o
m
s
c
r
a
t
c
h
.

A
b
l
e

t
o
d
e
l
i
v
e
r

w
i
t
h
i
n
r
e
a
s
o
n
a
b
l
e

t
i
m
e

i
n
s
i
m
p
l
e

s
i
t
u
a
t
i
o
n
s
.
U
p

t
h
e

l
e
a
r
n
i
n
g

c
u
r
v
e
a
n
d

c
a
n

t
h
e
r
e
f
o
r
e
c
r
a
s
h

l
e
a
r
n
i
n
g

t
i
m
e
.
P
e
r
m
i
t
t
e
d

t
o
e
x
p
e
r
i
m
e
n
t

a
n
d

l
e
a
r
n
q
u
i
c
k
l
y

t
o

g
e
t

i
t

r
i
g
h
t
.
G
e
t

i
t

r
i
g
h
t

f
i
r
s
t

t
i
m
e
o
n

m
o
s
t

o
c
c
a
s
i
o
n
s
.
S
o
m
e

l
e
e
w
a
y
g
r
a
n
t
e
d

f
o
r

g
a
i
n
i
n
g
f
a
m
i
l
i
a
r
i
t
y

w
i
t
h
s
i
t
u
a
t
i
o
n
/
e
n
v
i
r
o
n
m
e
n
t
.
G
e
t
s

i
t

r
i
g
h
t

t
h
e

f
i
r
s
t
t
i
m
e

e
v
e
r
y

t
i
m
e
.
N
o

s
p
a
c
e

f
o
r

l
e
a
r
n
i
n
g
.
E
x
p
e
c
t
e
d

t
o

d
e
l
i
v
e
r
b
a
s
e
d

o
n

i
n
h
e
r
e
n
t
e
x
p
e
r
t
i
s
e
.
L
e
a
d
e
r
s
h
i
p
E
x
p
e
c
t
e
d

t
o

l
e
a
d
i
n
n
o
v
a
t
i
o
n

w
i
t
h
i
n
s
p
a
n

o
f

a
c
t
i
v
i
t
i
e
s
.
L
e
a
d

i
n
n
o
v
a
t
i
o
n

i
n
t
e
a
m
s
.
E
x
p
e
c
t
e
d

t
o

b
e

a
n
a
u
t
h
o
r
i
t
y

a
n
d

l
e
a
d
i
n
n
o
v
a
t
i
o
n

i
n

t
h
e
o
r
g
a
n
i
z
a
t
i
o
n
.
G
l
o
b
a
l
l
y

r
e
c
o
g
n
i
z
e
d
t
h
o
u
g
h
t

t
o

b
e

a
l
e
a
d
e
r
.
I
n
n
o
v
a
t
i
o
n
M
i
n
o
r

p
r
o
c
e
s
s
/
w
o
r
k
s
t
e
p

i
m
p
r
o
v
e
m
e
n
t
s
.
A
b
i
l
i
t
y

t
o

i
m
p
r
o
v
e
m
e
t
h
o
d
s
/
a
p
p
r
o
a
c
h
e
s
t
o

d
e
m
o
n
s
t
r
a
t
e
s
i
g
n
i
f
i
c
a
n
t

b
e
n
e
f
i
t
s
.
B
r
i
n
g
s

i
n

n
e
w

i
d
e
a
s
w
h
i
c
h

a
r
e

r
a
d
i
c
a
l
l
y
d
i
f
f
e
r
e
n
t

f
r
o
m

e
x
i
s
t
i
n
g
m
e
t
h
o
d
s
/
a
p
p
r
o
a
c
h
e
s
.
P
a
r
a
d
i
g
m

s
h
i
f
t

i
n
a
p
p
r
o
a
c
h
/
m
e
t
h
o
d
.
S
u
p
e
r
v
i
s
i
o
n
H
i
g
h

l
e
v
e
l

o
f
s
u
p
e
r
v
i
s
i
o
n
e
x
p
e
c
t
e
d
,

e
v
e
r
y
s
t
a
g
e

m
o
n
i
t
o
r
e
d

t
o
e
n
s
u
r
e

q
u
a
l
i
t
y
.
D
e
t
a
i
l
e
d

p
r
o
c
e
d
u
r
e
s
a
n
d

g
u
i
d
e
l
i
n
e
s
a
v
a
i
l
a
b
l
e

t
o

d
e
s
c
r
i
b
e
w
o
r
k

s
t
e
p
s
.
O
u
t
p
u
t

m
o
n
i
t
o
r
e
d
/
s
u
p
e
r
v
i
s
e
d
.
O
u
t
p
u
t

q
u
a
l
i
t
y
d
e
f
i
n
e
d

t
o

e
n
s
u
r
e
a
d
h
e
r
e
n
c
e

t
o
s
t
a
n
d
a
r
d
s

o
f

d
e
l
i
v
e
r
y
.
D
i
r
e
c
t
i
o
n
a
l
l
y
m
o
n
i
t
o
r
e
d
,

p
r
o
v
i
d
e
d
s
i
g
n
i
f
i
c
a
n
t

f
r
e
e
d
o
m
t
o

d
e
t
e
r
m
i
n
e

q
u
a
l
i
t
y
a
n
d

l
e
v
e
l

o
f

o
u
t
p
u
t
s
.
I
s

a

g
u
i
d
e

f
o
r

o
t
h
e
r
s
.
A
p
p
r
o
a
c
h
e
d

b
y
o
t
h
e
r
s

f
o
r

e
v
a
l
u
a
t
i
n
g
/
c
r
i
t
i
c
i
z
i
n
g

t
h
e
i
r
o
u
t
p
u
t
.
B
e
g
i
n
n
e
r
I
n
t
e
r
m
e
d
i
a
t
e
A
d
v
a
n
c
e
d
E
x
p
e
r
t
164 The Handbook of Competency Mapping
CHAPTER NINE
Generic Competency Model for Generic Competency Model for Generic Competency Model for Generic Competency Model for Generic Competency Model for
Leadership Role in any Leadership Role in any Leadership Role in any Leadership Role in any Leadership Role in any
Organization Organization Organization Organization Organization
Competency Clusters for General Leadership Competency Clusters for General Leadership Competency Clusters for General Leadership Competency Clusters for General Leadership Competency Clusters for General Leadership
Model Model Model Model Model
The competencies within the dictionary have been grouped into
the following four clusters: Thinking Capabilities, Leadership
Effectiveness, Self-management and Social Awareness. Each cluster
covers a broad range of behaviours and provides an overall picture
of focus of different behaviours.

Thinking Capabilities: This cluster captures the behaviours
associated with problem solving and planning, as well as one’s
cognitive ability to research, analyze and make well-thoughtout
decisions which are aligned to the organization’s strategic
direction.

Leadership Effectiveness: This cluster groups leadership
qualities and behaviours that allow one to have an impact on
their employee’s contribution, development and understanding
of their role. In addition, this cluster draws on behaviours
associated with one’s ability to align others to the organization’s
vision.

Self-management: This cluster includes the competencies
related to one’s ability to know one’s own triggers, preferences
Generic Competency Model for Leadership Role 165
and internal resources and be able to apply those to guide one’s
performance.

Social Awareness: This cluster includes the competencies
related to one’s ability to manage the relationships effectively.
This cluster also draws on behaviours associated with being
socially aware of the work environment and how best to make
an impact.
Box 9.1: Generic Competency Model
for Leadership Role
Thinking Capabilities

Decisiveness

Strategic Orientation
Leadership Effectiveness

Development of People

Team Leadership
Self-management

Achievement Orientation

Self-confidence/Courage of Convictions
Social Awareness

Impact and Influence

Relationship Building
Thinking Capabilities Thinking Capabilities Thinking Capabilities Thinking Capabilities Thinking Capabilities
1. Decisiveness: Decisiveness is the ability to make decisions
based on an analysis of the information presented in the face of
ambiguous or conflicting situations, or when there is an associated
risk.
Behavioural Indicators

Makes and implements decisions where necessary information
is available and the stakeholders share compatible objectives.

Recognizes conflicting situations as they arise and determines
appropriate responses.

Takes ownership of decisions and ensures decisions are
consistent with legislation, precedent and established policies/
procedures.
166 The Handbook of Competency Mapping

Implements ideas and approaches that are likely to add value,
but may not work out.

Puts systems in place to proactively monitor risks and determine
acceptable risk tolerances.

Champions initiatives with significant potential paybacks, but
possible adverse consequences, based on an assessment of the
risks, benefits, impacts, etc.

Integrates risk management into programme management and
organizational planning.
2. Strategic Orientation: Strategic orientation is the ability to
link long-range visions and concepts to daily work. It implies the
ability to think conceptually and to ‘see the big picture’. It includes
an understanding of the capabilities, nature and potential of the
department and the organization. It involves taking calculated risks
based on an awareness of socio-economic and political issues as they
impact the strategic direction of the department and the organization.
Behavioural Indicators

Is able to analyze and comprehend operational as well as
organizational goals and strategies developed by others.

Uses understanding of business fundamentals to add value at
meetings.

Prioritizes work in alignment with business goals, acts and
implements strategies and policies in accordance with the
organization’s strategies, objectives and goals.

Projects or thinks about long-term applications of current
activities.

Anticipates reactions to different initiatives.

Actively increases one’s own knowledge/awareness of the
business and competitive environment to determine long-term
issues, problems or opportunities.

Develops and establishes broad scale, longer-term objectives,
goals or projects (e.g., affecting a department, several
departments or the organization).

Considers how present policies, processes and methods might
be affected by future developments and trends.
Generic Competency Model for Leadership Role 167

Ensures contingency plans exist for problems and situations
that might occur.

Redesigns the structure and/or operations of the department or
organization to better meet long-term objectives.

Establishes a course of action to accomplish a long-term goal
and shares with others his/her personal view of the desirable
future state of the organization.
Leadership Ef Leadership Ef Leadership Ef Leadership Ef Leadership Effectiveness fectiveness fectiveness fectiveness fectiveness
1. Development of People: Development of people involves
taking actions to develop people’s contribution and potential. Involves
a genuine intent to foster the long-term learning or development of
others, including direct reports, peers, team members or other staff.
The focus is on the developmental intent and effect rather than on a
formal role of training.
Behavioural Indicators

Expresses positive expectations about an employee’s potential
even when others might not share the same beliefs about that
person’s potential.

Offers suggestions that help people find solutions to their
problems.

Asks questions, gives tests or uses other methods to verify that
others have understood explanation or directions.

Gives feedback to direct reports, peers and/or team members
or other staff in behavioural rather than personal terms for
developmental purposes, and refers them to available resources
to help further their success.

Documents and follows through on a specific development plan
for direct reports to support the achievement of performance
targets and competencies.

Arranges appropriate and helpful assignments, formal training
or other experiences, for the purpose of fostering a person’s
learning and development (may include career pathing or career
planning).

Understands and identifies a training or developmental need
and establishes new programmes or materials to meet it.
168 The Handbook of Competency Mapping

Actively supports competent employees in seeking lateral and
promotional opportunities to further their career.
2. Team Leadership: Team leadership is the intention to take
a role as leader in a team or other group. Leadership involves
communicating a compelling vision and embodying the values of the
organization. Team leadership is generally, but not always, shown
from a position of formal authority. The ‘team’ here should be
understood broadly as any group in which the person takes on a
leadership role, including the organization as a whole.
Behavioural Indicators

Makes sure the group has all the necessary information.

Matches the skills of the individual to the requirements of the
work.

Anticipates the implications of project changes on resource
needs.

Gets others’ input for purposes of promoting the effectiveness
of the group or process. Resolves conflicts in the team, gives
fair feedback (individual or collective), etc.

Acts to build team spirit for purposes of promoting the
effectiveness of the group or process.

Recognizes staff efforts by celebrating accomplishments.

Takes a proactive, positive view of the staff and their capabilities,
ensuring they understand their role and responsibilities, coun-
selling and supporting them in improving their skills.

Fosters a climate of openness, trust and solidarity among the
staff by treating each person as a valued team member where
people feel comfortable in expressing their opinions and needs.

Sets a good example by personally modelling desired behaviour
and establishing norms for group behaviour ‘rules of
engagement’; takes appropriate action if group norms are
violated.

Takes action to ensure that others buy into the leader’s mission,
goals, agenda, climate, tone and policy.

Inspires confidence in the mission.

Generates excitement, enthusiasm and commitment to the group
mission.
Generic Competency Model for Leadership Role 169
Self-management Self-management Self-management Self-management Self-management
1. Achievement Orientation: Achievement orientation involves
working to achieve results and improve individual as well as
organizational contribution. It is a concern for working well or for
surpassing a standard of excellence. The standard may be one’s own
past performance (striving for improvement); an objective measure
(results orientation); outperforming others (competitiveness); chal-
lenging goals one has set; or trying something new that will improve
organizational results (innovation). Achievement orientation also
involves effectively managing internal and external resources to
achieve the organization’s goals.
Behavioural Indicators

Sets and achieves individual performance targets aligned with
the business plan, keeping others informed of the progress or
barriers to achievement.

Identifies resources (including partnerships or indirect re-
sourcing approaches) that will facilitate the achievement of the
organization’s goals.

Keeps track of and measures outcomes against a standard of
excellence not imposed by others.

Makes specific changes in the system or in own work methods
to improve performance (examples may include doing something
better, faster, at lower cost, more efficiently; or improves
quality, client satisfaction, morale, etc.), without setting any
specific goal.

Sets and works to meet goals that are a definite stretch, but not
unrealistic or impossible. These may be goals one sets for oneself
or goals one sets for direct reports.

Sets out to achieve a unique standard. The standard may process-
oriented or people related (e.g., ‘No one had ever done it
before’).

Analyzes organizational outcomes in order to make decisions,
set priorities or choose goals on the basis of calculated inputs
and outputs. This includes analyzing both process and people
related outcomes.

Provides leadership in effective management and stewardship
of resources.
170 The Handbook of Competency Mapping

Makes decisions that allocate limited resources (time, people,
budgetary, etc.) to meet programme delivery and/or policy
objectives.

Knows how and when to influence policy development in order
to impact policy and delivery outcomes.
2. Self-confidence/Courage of Convictions: Self-confidence/
Courage of convictions is a belief in one’s own capability as expressed
in increasingly challenging circumstances and confidence in one’s
decisions or opinions, within the framework of public interest, ethics,
values and organizational integrity. It may include providing
leadership, direction and inspiration to others by making difficult
decisions and taking actions that may not be popular, but are in the
best interests of the organization and its clients.
Behavioural Indicators

Proposes new or modified approaches, practices and processes,
defending them effectively if challenged.

Takes on activities and projects that need to be done, even
though they may not be easy or have popular support.

Reassesses position in the face of justified or persistent
resistance.

Speaks up when in disagreement with management, clients or
others, but does so tactfully, stating own view clearly and
confidently, even in a conflict.

In spite of complex challenges and no guarantees of success or
reward, moves issues or change initiatives forward, on the basis
of the personal conviction that it is the right thing to do.

Acknowledges personal responsibility for outcomes from
decisions made.

Makes decisions having significant consequences that are good
for the organization and consistent with the values of the
organization, subject to public scrutiny.

Instills a desire in groups of people to take action, through
encouragement and positive example.
Generic Competency Model for Leadership Role 171
Social A Social A Social A Social A Social Awareness wareness wareness wareness wareness
1. Impact and Influence: This implies an intention to persuade,
convince, influence or impress others (individuals or groups) in order
to get them to go along with or to support the organization’s direction.
The ‘key’ is to understand others, since it is based on the desire to
have a specific impact or effect on others where the person has his or
her own agenda, a specific type of impression to make, or a course
of action that he or she wants the others to adopt.
Behavioural Indicators

Uses direct persuasion in a discussion or presentation.

Makes no apparent attempt to adapt the presentation to the
interest and level of the audience.

Takes two or more steps to persuade, without trying to adapt
specifically to the level or interest of an audience.

Makes two or more different arguments or points in a pre-
sentation or a discussion.

Adapts a presentation or discussion to appeal to the interest
and level of others.

Anticipates the effect of an action or other details on people’s
image of the speaker.

Anticipates and prepares for others’ reactions.

Takes two or more steps to influence, with each step adapted
to the specific audience.

Builds ‘behind-the-scenes’ support, for ideas.

Uses an in-depth understanding of the interactions within a
group to move toward a specific agenda (e.g., may withhold
information to have specific effects).
2. Relationship Building: Relationship building involves the
ability to develop contacts and relationships, internal and external to
the organization, to facilitate work efforts or to gain support/co-
operation. It implies building long-term or on-going relationships
with clients or stakeholders (e.g., someone internal or external to
the organization, on whom your work has an impact). This type of
relationship is often quite deliberate and is typically focused on the
way the relationship is conducted.
172 The Handbook of Competency Mapping
Behavioural Indicators

Makes or sustains informal contacts with others in addition to
contacts required in the course of work (such as unstructured
or spontaneous talks about work-related issues, children, sports,
news, etc.).

Looks for and seizes opportunities to expand one’s network of
key contacts and nurture the ones in place.

Identifies key stakeholder contacts in the organization with
whom a relationship must be established.

Develops and cultivates effective working relationships with
others to accomplish tasks.

Builds a reservoir of goodwill; exchanges information, services
or time with one’s network.

Initiates or participates in parties, outings, or special gatherings
designed to improve or strengthen relationships with others.

Matches staff to appropriate stakeholder contacts and co-
ordinates between the contacts.

Develops new ways to reach out to clients and stakeholders, to
stimulate input and exchange of information.

Develops and maintains a planned network of relationships with
clients, internal colleagues, stakeholders and colleagues in other
departments and non-government organizations.

Uses this network to identify opportunities and gather market
intelligence.

Develops a network and taps into their expertise to seek input
to problems and to find alternative ways of resolving an impasse.
Leadership Assessment Questions Leadership Assessment Questions Leadership Assessment Questions Leadership Assessment Questions Leadership Assessment Questions
Key questions add perspective as the manager assesses an
individual’s development needs and potential.
Will this person:

Develop fast enough to keep up with the rest of the team?

Take ownership of his or her problems?
Generic Competency Model for Leadership Role 173
Does this person:

Have the appropriate sense of urgency?

Have enough experience to take the next job?

Have the stature of a senior executive?

Have the skills or credibility to be a senior executive?
Can this person:

Make tough people decisions that may be necessary to build
the organization?

Build a team?

Make the transition from a staff to a line role or from a thinking
to an implementation role?

Recover from a bad or slow start?

Develop a successor?

Handle the increased administrative load of this position?

Learn to conduct business more smoothly and effectively?

Change management styles from ‘tough leader’ to ‘coach’?

Move to a new functional area or line of business?

Manage unstructured people or functions?

Develop executive perspective?

Let go? Can he or she let direct reports assume accountability?

Learn to effectively deal with top management? Can he or she
learn to manage up? Can this person influence or manage the
boss?

Have the ability to be effective with less budget, less support
or a leaner staff?

Constructively leverage outside resources?

Manage as well as perform functional tasks growing beyond
being a personal producer and become more than a technician?

Really move the business?

Learn to set higher standards?

Operate as a stand-alone executive set?

Adjust to the organizational culture ser?
174 The Handbook of Competency Mapping
Is this person:

Really in the right function, career track or position?

Willing to assume a hands-on role?

Willing to take a more aggressive leadership position?

In the right business unit?
Leadership Assessment is a tool used to consolidate the review
of individuals in a group, department, organization or business unit.
In the preparation of this matrix, the manager would focus on the
distribution of employees in each quadrant. The manager would
consider:

Are the right people in the right jobs, performing at maximum
levels?

Is this the mix of personnel necessary to drive the business?

How does this mix of results and behaviour compare with the
mix of previous review periods?

Who needs to be reassigned to another position to improve
results and/or behaviours?

Does anyone need to be outplaced?

Who could be promoted to further realize career and organ-
izational potential?
Leadership Assessment Matrix Leadership Assessment Matrix Leadership Assessment Matrix Leadership Assessment Matrix Leadership Assessment Matrix
Embedded in the leadership assessment is an assessment of
potential. The ratings and definitions are:

High Potential—This individual is capable of having two or
more assignments with significantly greater scope and
responsibility. This is an individual whose career should be
carefully tracked and managed.

Promotable—This individual is capable of having one or more
assignment with significantly greater scope and responsibility.

Experienced Professional—This individual has demonstrated
depth and capabilities, which reflect his or her expertise. This
Generic Competency Model for Leadership Role 175
professional coaches those less experienced and less know-
ledgeable and is a skilled professional who may be moved to
other positions, though the move is likely to be at the same
level of responsibility.

Reassess Potential—This individual is yet to demonstrate the
capabilities. It may be, he has been in the company for less
than six months or needs to be moved from his present
assignment. He may be reassigned or outplaced and if he is
close to retirement, he may not be recommended for any future
positions.
176 The Handbook of Competency Mapping
CHAPTER TEN
Competency Model for HR Competency Model for HR Competency Model for HR Competency Model for HR Competency Model for HR
T
HE competency model for HR is developed for various
positions—HR Head, HR Manager and HR Executive. All
the HR functions have been taken into consideration and the
model is based on the findings from 18 organizations across all sectors.
The model can be easily put to use or customized without much
effort, considering the range of functions being handled by the
position holder.
Human Resource Head Human Resource Head Human Resource Head Human Resource Head Human Resource Head
The Human Resource Head leads a team of human resource
professionals and administrative staff in the delivery of a full range
of HR functions. These include labour relations, succession mana-
gement, staffing, classification, recruitment initiatives, workplace
diversity, HR planning, organization development and job as well as
organizational design.
As the Head, one has to establish and foster a culture, building
strong working relationships within the organization. Working closely
with the team, ensure that needs are met, issues are addressed and
situations are managed in a collaborative, consultative, creative and
flexible manner.
One has to continuously enhance the process and be a part
of the business plan. Competency model for HR Head has 11
competencies, as given in Box 10.1, all of which are important for
superior performance.
Competency Model for HR 177
Strategic Thinking Strategic Thinking Strategic Thinking Strategic Thinking Strategic Thinking
Understands interactions with the external world, including
broader implications and longer term impacts and risks; contributes
to the development of the organization’s vision and long-term strategy;
determines actions that will achieve desirable outcomes.
Behavioural Indicators

Knowledge of human resource issues, challenges and their
impact on human resource management.

Knowledge of human resource management practices, including
strategies to recruit, support and sustain a diverse workforce.
(Corporate Statement)

Ability to understand and clearly articulate the implication and
impact of human resource challenges as well as develop and
implement strategies that will achieve desirable outcomes.
Business Acumen Business Acumen Business Acumen Business Acumen Business Acumen
Demonstrates an understanding of organizational direction,
culture, business challenges, priorities and needs; takes action to
ensure that the HR functions are aligned with business direction and
needs.
Box 10.1: Competency Model for HR Head

Strategic Thinking

Business Acumen

Relationship Building and Networking

Team Leadership and Development

Results Orientation

Impact and Influence

Communication

Personal Effectiveness

Internal Customer Orientation

Human Resources Expertise

Change Leadership
178 The Handbook of Competency Mapping
Behavioural Indicators

Knowledge of the organization’s and the department’s strategic
direction, programmes, services, environmental influences and
their long-term impact as it relates to human resource
management.

Ability to understand and clearly articulate the direction, culture,
business challenges and priorities of the organization and take
the appropriate action to align these functions with business
direction and needs.
Relationship Building and Networking Relationship Building and Networking Relationship Building and Networking Relationship Building and Networking Relationship Building and Networking
Continuously works to build and maintain critical relationships
and networks of contacts that contribute to the achievement of goals.
Behavioural Indicator

Ability to develop and maintain critical relationships and
networks that contribute to the achievement of the goals of the
organization.
T TT TTeam Leadership and Development eam Leadership and Development eam Leadership and Development eam Leadership and Development eam Leadership and Development
Sets clear direction; uses strategies to build team morale and
productivity; promotes a friendly and co-operative environment,
conducive to personal and professional development; champions
efforts to resolve obstacles outside of the team’s direct influencing
skill.
Behavioural Indicator

Ability to develop and implement strategies that build, support
and enhance team morale and productivity as well as promote
a positive and co-operative work environment.
Results Orientation Results Orientation Results Orientation Results Orientation Results Orientation
Establishes and maintains effective accountability systems to
review activities and goals against strategies; analyzes performance
information to set priorities and take calculated risks to improve the
processes and HR activities; predicts emerging issues and manages
associated risks.
Competency Model for HR 179
Behavioural Indicators

Ability to develop and maintain effective performance man-
agement and accountability systems ensuring activities and goals
support the strategy of improved client service delivery.

Ability to accurately predict emerging issues and appropriately
manage associated risks related to performance management
and accountability systems.
Impact and Influence Impact and Influence Impact and Influence Impact and Influence Impact and Influence
Acts to persuade, convince or influence others in order to have
specific impact or effect.
Behavioural Indicators

Ability to persuade, convince and influence others in order to
achieve understanding and reach agreement.

Ability to develop and maintain open and honest professional
relationships with colleagues, clients and stakeholders.

Ability to guide and coach a diverse group of employees, that
results in a team that can meet its goals and objectives, while
maintaining a healthy, productive, respectful and safe work-
environment that is free of discrimination. (Corporate Statement)
Communication Communication Communication Communication Communication
Clearly conveys and receives messages in ways which capture
interest, inform and gain support; encourages input.
Behavioural Indicator

Ability to clearly and accurately articulate and receive infor-
mation that captures interest, informs and gains support.
Personal Ef Personal Ef Personal Ef Personal Ef Personal Effectiveness fectiveness fectiveness fectiveness fectiveness
Understands one’s own patterns, preferences and styles under
normal and stressful conditions, and their impact on others, as well
as the need to modify those traits to work effectively with others.
180 The Handbook of Competency Mapping
Behavioural Indicator

Ability to understand and recognize one’s own actions and
conduct under normal and stressful conditions and take steps to
minimize its impact to ensure a healthy, happy work-
environment.
Inter Inter Inter Inter Internal Customer Orientation nal Customer Orientation nal Customer Orientation nal Customer Orientation nal Customer Orientation
Serves the organization through focusing individual or team
effort on meeting key internal customers-needs through development
and implementation of sound strategies and action plan.
Behavioural Indicator

Ability to conceptualize, develop, implement and evaluate
strategies, that reflect the department’s strategic plan and meet
the organization’s needs.
Human Resources Exper Human Resources Exper Human Resources Exper Human Resources Exper Human Resources Expertise tise tise tise tise
Knowledge of Human Resource principles, concepts and
strategies, as well as current trends and issues.
Behavioural Indicator

Knowledge of Human Resource principles, concepts, strategies,
current trends and issues.
Change Leadership Change Leadership Change Leadership Change Leadership Change Leadership
Energizes and alerts groups to the need for change; takes
responsibility to champion the change effort through building and
maintaining support and commitment.
Behavioural Indicators

Ability to lead, develop, champion and promote change in the
workplace, building employee and departmental support and
commitment.

Ability to persuade and convince others to gain support for the
recommended need for change, providing reasonable and logical
options; and solutions.
Competency Model for HR 181
Human Resource Manager Human Resource Manager Human Resource Manager Human Resource Manager Human Resource Manager
A Human Resource Manager may either be a generalist handling
a variety of HR activities in a number of areas, or a specialist focused
on one select function. HR managers provide advice and guidance
on organizational and team development, organizational structure,
job design and classification, industrial relations, recruitment, staffing
and human resource planning.
A HR manager must have a clear understanding of business,
focusing on achieving a high quality, strategic result for the
organization. Using highly developed facilitation and interpersonal
skills, HR managers contribute to client relations and business
partnerships based on collaboration and respect. The Competency
Model for HR Manager has been illustrated in Box 10.2.
Box 10.2: Competency Model for HR Manager

Internal Customer

Relationship Building

Job Knowledge

Knowledge of Government and Clients’Business

Teamwork

Results Orientation

Impact and Influence

Problem Solving

Communication

Personal Effectiveness

Flexibility
Inter Inter Inter Inter Internal Customer nal Customer nal Customer nal Customer nal Customer
Serves the interests of colleagues by proactively focusing effort
on understanding their challenges and needs, and working with them
to address those needs; follows consulting principles, and uses a
consultative approach and process in working.
Behavioural Indicators

Demonstrated an ability to listen to and accurately understand
the needs and challenges.
182 The Handbook of Competency Mapping

Work with them to resolve human resource problems and issues.

Knowledge of consulting principles and processes.
Relationship Building Relationship Building Relationship Building Relationship Building Relationship Building
Continuously works to build and maintain professional and
trusting relationships, partnerships and networks of contacts to
broaden information and to support the achievement of goals.
Behavioural Indicators

Ability to build and maintain professional relationships.

Networks to support the needs and achieve organizational goals.
Job Knowledge Job Knowledge Job Knowledge Job Knowledge Job Knowledge
Knowledge of HR principles, practices and tools (staffing,
classification, learning, performance management, compensation,
benefits, labour relations, team building, conflict management, change
management, organizational design and development, workforce
planning, facilitation, consultation).
Behavioural Indicators

Knowledge of human resource principles, practices and tools
relating to staffing, classification, learning, performance
management, compensation, benefits, labour relations, team
building, conflict management, change management, organ-
izational design and development, facilitation and consultation.

Knowledge of human resource management practices, including
strategies to recruit, support and sustain a diverse workforce.

Ability to design, develop and successfully deliver and evaluate
human resource services using professional consulting skills
and techniques.
Knowledge of Gover Knowledge of Gover Knowledge of Gover Knowledge of Gover Knowledge of Government and Clients nment and Clients nment and Clients nment and Clients nment and Clients’Business Business Business Business Business
Understands organizational direction, culture, business
challenges, priorities and needs; aligns services with clients’ business
needs.
Competency Model for HR 183
Behavioural Indicators

Knowledge of the department’s strategic direction and
programmes.

Ability to understand and clearly articulate the business
direction, culture and challenges.

Prioritizes the organizational needs and align human resource
strategy to business needs.
T TT TTeamwork eamwork eamwork eamwork eamwork
Works to promote a positive climate, good morale and co-
operation between team members; builds team spirit; may participate
in multiple teams.
Behavioural Indicator

Ability to develop and build a positive and professional climate
that enhances good morale and co-operation between team
members.
Results Orientation Results Orientation Results Orientation Results Orientation Results Orientation
Plans, manages and follows through with work projects and
tasks to ensure the flow and timely completion of activities that deliver
results.
Behavioural Indicator

Ability to plan, prioritize, organize and follow through on work
projects and tasks ensuring goals are accomplished in a timely
manner.
Impact and Influence Impact and Influence Impact and Influence Impact and Influence Impact and Influence
Acts to influence, persuade and productively gain others’
commitment to ideas and objectives.
Behavioural Indicator

Ability to influence, persuade and gain the commitment of
colleagues to new ideas and the objectives of the organization.
184 The Handbook of Competency Mapping
Problem Solving Problem Solving Problem Solving Problem Solving Problem Solving
Uses alternate and/or creative ways of looking at issues or
problems and linking information to a solution; assembles ideas,
issues and observations into clear and useful explanations and
solutions.
Behavioural Indicators

Ability to accurately analyze ideas, issues and observations.

Identify and develop a variety of alternative explanations and
solutions.
Communication Communication Communication Communication Communication
Presents information, ideas and questions in a clear and
understandable manner; demonstrates accurate assessment and
sensitivity to the behaviour of individuals and groups; takes
appropriate action to respond to others.
Behavioural Indicators

Ability to clearly articulate and present information, ideas and
questions in an understandable manner verbally and in writing.

Ability to accurately assess the behaviour of individuals and
groups and take appropriate actions and make necessary changes
in response to their behaviour.
Personal Ef Personal Ef Personal Ef Personal Ef Personal Effectiveness fectiveness fectiveness fectiveness fectiveness
Knows own strengths and areas for development; demonstrates
time management and personal organization, commitment to learning;
has the ability to use healthy coping strategies in working through
change and transition.
Behavioural Indicators

Knowledge of one’s own strengths and areas for development
and take appropriate action to learn and grow.

Ability to recognize symptoms of stress in self and others and
take steps to minimize its impact ensuring individual good health
and organizational well-being.
Competency Model for HR 185
Flexibility Flexibility Flexibility Flexibility Flexibility
Works effectively within a variety of situations, and with various
individuals or groups; understands and appreciates different and
opposing perspectives on an issue, adapting one’s approach as the
requirements of a situation change; able to manage multiple and
diverse issues and priorities while meeting client needs.
Behavioural Indicators

Ability to create an environment that recognizes, supports,
respects and welcomes diversity of employees.

Ability to guide and coach a diverse group of employees, that
results in a team that can meet its goals and objectives, while
maintaining a healthy, productive, respectful and safe work
environment that is free of discrimination.

Ability to develop, build and maintain open and honest work
relationships with a challenging and diverse range of employees.

Ability to manage and organize multiple, diverse issues and
priorities that meet the needs.
Human Resource Executive Human Resource Executive Human Resource Executive Human Resource Executive Human Resource Executive
Human Resource Executive provides guidance related to HR
procedures, protocols and employee information. Provides excellent
employee relationships as he possesses a sound understanding of
human resource practices and principles.
The HR executive supports and has a clear understanding of
the HR resource professionals’ expectations as well as their employee’s
needs. By working in collaboration with colleagues and employees,
the HR executive promotes a positive climate, good morale and co-
operation between team members by completing work assignments,
achieving common goals and ensuring desired outcomes. The
Competency Model for an HR executive is shown in Box 10.3.
186 The Handbook of Competency Mapping
Box 10.3: Competency Model for HR Executive

Internal Customer

Human Resource Expertise

Teamwork

Results Orientation

Communication

Personal Effectiveness
Inter Inter Inter Inter Internal Customer nal Customer nal Customer nal Customer nal Customer
Works with clients to understand their needs and to address
those needs appropriately, in a timely manner.
Behavioural Indicators

Ability to ask probing questions, listen, accurately comprehend
and verbally as well as in writing, respond to clients and
colleagues needs and inquiries in a timely manner.

Ability to provide clear, concise and accurate information and
explanations to a variety of people in both formal and informal
settings.
Human Resource Exper Human Resource Exper Human Resource Exper Human Resource Exper Human Resource Expertise tise tise tise tise
Demonstrates solid knowledge and skills within own functional
area, as well as a general understanding of HR practices.
Behavioural Indicators

Knowledge of relevant human resource practices.

Ability to read, understand and accurately apply relevant human
resource policies and procedures.
T TT TTeamwork eamwork eamwork eamwork eamwork
Works collaboratively with others; promotes a positive climate,
good morale and co-operation between team members.
Competency Model for HR 187
Behavioural Indicators

Ability to develop and maintain a positive climate.

Demonstrate collaborative work relationships with colleagues.
Results Orientation Results Orientation Results Orientation Results Orientation Results Orientation
Works to achieve performance standards, expectations and
desired outcomes.
Behavioural Indicators

Ability to contribute towards a positive work environment by
accurately completing work assignments.

Achieve common goals, ensuring desired outcomes are met in
a timely manner.

Ability to identify, clarify and analyze relevant client concerns
or problems.

Provide sound options/recommendations and implement
practical solutions in a timely manner.
Communication Communication Communication Communication Communication
Presents verbal and written information, ideas and questions in
a clear and understandable manner; responds appropriately to others.
Behavioural Indicators

Ability to communicate information and ideas; both verbally
and in writing.

Ask relevant questions in a clear, understandable and timely
manner.
Personal Ef Personal Ef Personal Ef Personal Ef Personal Effectiveness fectiveness fectiveness fectiveness fectiveness
Knows own strengths and areas for development; demonstrates
time management and personal organization, commitment to learning,
ability to use healthy coping strategies in working through change
and transition.
188 The Handbook of Competency Mapping
Behavioural Indicators

Knowledge of one’s own strengths and areas for development
and taking appropriate action to learn and grow.

Ability to recognize symptoms of stress in self and take steps
to minimize its impact, ensuring good health and well-being.
Leadership Competency Model for Automobile Industry 189
CHAPTER ELEVEN
Leadership Competency Model Leadership Competency Model Leadership Competency Model Leadership Competency Model Leadership Competency Model
for Automobile Industr for Automobile Industr for Automobile Industr for Automobile Industr for Automobile Industry yy yy
Leadership Competency Model Leadership Competency Model Leadership Competency Model Leadership Competency Model Leadership Competency Model
T
HE automobile sector has grown and has open challenges for
employees as well as for business. Technical skills and
continuous Research and Development (R&D) is of utmost
importance, but which are those behavioural competencies, which
will lead to superior performance. A study of eight automobile
industries and an analysis of the factors that derive results at various
levels of leadership, was the basis of the formation of a Leadership
Competency Model for the Automobile Industry as shown in
Box 11.1.
Box 11.1: Leadership Competency Model
for Automobile Industry

Visioning

Direction and Goal Setting

Judgement

Holistic View

Business and Customer Focus

Inspiring Leadership

Learning from Experience

Drive to improve

Networking

Partnership

People Development

Team Working
190 The Handbook of Competency Mapping
V VV VVisioning isioning isioning isioning isioning
Has a clear vision for the business or operation; maintains a
long-term, big-picture view; foresees obstacles and opportunities and
generates breakthrough ideas.
Behavioural Indicators

Develops a clear vision for the future of the business or
organization.

Conveys a clear sense of the organization’s purpose and mission
that captures the imagination of others.

Maintains a long-term, big-picture view of the business and
identifies the future needs and opportunities for the business.

Recognizes when it is time to shift strategic direction and
anticipates the evolution of the industry as well as how the
organization must adapt to these changes in order to sustain
competitive advantage.

Sees problems and understands issues before others do.

Challenges status-quo thinking and assumptions.

Comes up with fresh perspectives; innovative, breakthrough
ideas and new paradigms that create value in the marketplace.
Direction and Goal Setting Direction and Goal Setting Direction and Goal Setting Direction and Goal Setting Direction and Goal Setting
Sets, agrees and communicates goals, standards and
performance expectations in an open, straightforward and easily
understandable way.
Behavioural Indicators

Gives clear directions to support the achievement of the set
strategy.

Has clearly defined, concrete objectives, deadlines and also
conducts follow-ups.

Delegates as much as possible, adapting to the responsibilities,
motivation and interest of each individual in his/her staff.

Deals with others openly and constructively on performance
issues and is prepared to take action if performance does not
change.

Helps teams to agree and commit to extending their goals.
Leadership Competency Model for Automobile Industry 191
Judgement Judgement Judgement Judgement Judgement
Sees the big picture to identify key areas or underlying issues
and to develop effective strategies.
Behavioural Indicators

Recognizes core issues and observes discrepancies, trends and
interrelationships.

Integrates ideas and observations into concepts.

Identifies problems and situations that are not immediately
obvious to others and that are not learnt from previous
experiences.
Holistic V Holistic V Holistic V Holistic V Holistic View iew iew iew iew
Understands the individuals, groups, cultures and organizations
that make up the business sphere as a whole.
Behavioural Indicators

Understands what motivates and hinders people; reads unspoken
language.

Understands interpersonal processes.

Understands people’s strengths and weaknesses.

Understands the informal structure.

Creates good prerequisites for ensuring effective change.

Understands the reasons for ongoing organizational behaviour
and underlying problems.

Is aware of different cultural perspectives.
Business and Customer Focus Business and Customer Focus Business and Customer Focus Business and Customer Focus Business and Customer Focus
Keeps consistent focus on the requirements of the customer
and the market.
Behavioural Indicators

Has a clear desire to add value by always seeking to focus
resources and energies on the market and on customer
requirements.
192 The Handbook of Competency Mapping

Stays informed about trends and developments beyond the
immediate business area—both inside and outside the
organization

Consistently aims to take the customer into consideration at all
stages of a business process.

Thinks ahead and considers the impact and implications of
actions—both internally and externally.
Inspiring Leadership Inspiring Leadership Inspiring Leadership Inspiring Leadership Inspiring Leadership
Develops and communicates a clear vision and direction for
the company and desires to lead people to achieve it.
Behavioural Indicators

Creates a relaxed, pleasant and productive atmosphere charac-
terized by co-working and co-creativeness.

Establishes individual involvement and ownership of objectives.

Communicates visions clearly so that everyone sees and
understands.

Inspires people to say, ‘I want to do this, I choose to do this.’

Creates a sense of confidence and trust so that change is regarded
as a contribution to the development of operations.

Combines the requirement for renewal, development and change
with the individual’s need for security, reliance and stability.
Lear Lear Lear Lear Learning from Experience ning from Experience ning from Experience ning from Experience ning from Experience
Reflects on own experience and results as well as on the
experience and results of others, in order to learn from them for the
future.
Behavioural Indicators

Is open to learning and to feedback.

Is aware of and develops own skills.

Systematically reviews projects and benchmarks against the
best.

Scans the business environment to learn from others.

Creates a climate to learn from mistakes.

Supports others after setbacks.
Leadership Competency Model for Automobile Industry 193
Drive to Improve Drive to Improve Drive to Improve Drive to Improve Drive to Improve
Has the desire and energy to achieve tough but realistic goals
and the ability to create or grasp opportunities in order to attain
‘excellence’.
Behavioural Indicators

Is action-oriented and displays a sense of urgency.

Shows persistence.

Strives for new levels of performance.

Uses considerable energy and exhibits persistence so as to
achieve long-term goals.

Creates a sense of urgency regarding the delivery of results.

Gives and creates energy.
Networking Networking Networking Networking Networking
Identifies and builds relationships with people inside and outside
the organization in order to create opportunities and do whatever is
necessary to reach the set business goals.
Behavioural Indicators

Wants to work with others to optimize synergies.

Is able to capitalize on the resources of the organization.

Operates in different teams.

Is an active and effective communicator and manages infor-
mation exchanges efficiently.
Par Par Par Par Partnership tnership tnership tnership tnership
Understands and builds short-term or long-term relationships
with third parties, adding value to both.
Behavioural Indicators

Works to build personal relationships with suppliers, dealers
and joint-venture partners in order to maximize the benefit to
all concerned.

Works to create win-win scenarios.

Listens actively and shows interest in interplay with other people.

Thinks through the consequences of the organization’s decisions
on third parties.
194 The Handbook of Competency Mapping
People Development People Development People Development People Development People Development
Fosters the long-term development of others.
Behavioural Indicators

Contributes to learning and development in day-to-day work.

Provides positive or mixed feedback for the purpose of
enhancing development.

Gives negative feedback in behavioural rather than personal terms.

Develops skills and fosters learning by demanding targets or
assignments that reinforce learning.

Grants increasing responsibility with the aim of developing and
stretching people.

Has faith in people; communicates a belief in people’s ability
to achieve genuine personal growth.
T TT TTeam W eam W eam W eam W eam Working orking orking orking orking
Works together with others in projects and processes so as to
achieve better results.
Behavioural Indicators

Listens to and seeks information from others.

Shares skills and expertise.

Is active on behalf of the team.

Puts own agenda to one side in order to work to achieve team
goals.

Acts without prejudice.

Represents the team and supports the team’s joint goals.
Experiential Sharing Experiential Sharing Experiential Sharing Experiential Sharing Experiential Sharing
Case in Point—One: Hindustan Sanitar Case in Point—One: Hindustan Sanitar Case in Point—One: Hindustan Sanitar Case in Point—One: Hindustan Sanitar Case in Point—One: Hindustan Sanitaryware & yware & yware & yware & yware &
Industries Ltd.—An Experience Industries Ltd.—An Experience Industries Ltd.—An Experience Industries Ltd.—An Experience Industries Ltd.—An Experience
About HSIL
Hindustan Sanitaryware & Industries Ltd. (HSIL), the largest
Indian manufacturer of sanitaryware products with a market share of
Leadership Competency Model for Automobile Industry 195
~40 per cent, was established in 1960 by the Somany Group in
collaboration with Twyfords, UK. It was the first company in India
to manufacture Vitreous China Sanitaryware. HSIL products are sold
under the brand name ‘Hindware’ and ‘Raasi’ and their expected
turnover in 2005–06 was in excess of Rs 400 crores and its current
market capitalization is approximately Rs 650 crores. It has been
granted the ‘Selected Business Superbrand 2004–06’.
Hindustan Sanitaryware & Industries Ltd. put up its plant in
Bahadurgarh in 1960 (that time it was in Punjab and not Haryana)
having a very small capacity. Over the period it has become one of
the largest plants for manufacturing sanitaryware, employing 1,000
people in direct employment, which generates indirect employment
for more than 10,000 families. HSIL today has around 38 per cent of
the market share.
The company’s goods are exported all across the world including
Europe, Australia, Singapore, etc., and export around 10 per cent of
their production.
Forbes magazine has rated HSIL amongst the 100 best, small-
and medium-sized companies in the world.
HSIL has also entered into a strategic alliance worth US $1.5
billion with Sanitec Group of Finland, Europe’s No. 1 bathroom
solutions company, to exclusively market their flagship brand
‘Keramag’ in India. This will be done through HSIL’s extensive all-
India sales and distribution network.
The company is increasingly focusing on newer product ranges
and has already introduced 50 products in the last 18 months. The
company is committed to developing eco-friendly products and an
example of this is their ‘dual flush’ closets that save water. In-fact,
HSIL was the pioneer in introducing the first genuine waterless urinal.
Objective
HSIL, on the fast track of growth felt the need to develop a
competency model with an objective to increase the efficiency of the
organization and integrate the HR functions and PMS to the model.
Process
The JD’s, Role and Responsibilities, KRA’s, Process and
Quality documents of the organizations were studied, the vision and
196 The Handbook of Competency Mapping
mission of the organization was understood well through long
discussions with the Chairman and Managing Director, JMD and the
President. Following the Mc Bers Model, the BEI were conducted
for all the top 24 positions. The focus was on how can the performance
be more superior, success and challenges be faced and what are the
competencies required to perform the given roles and responsibilities.
This was followed by continuous interaction with the top management,
with an objective to link it to the future strategy and business
opportunities of the organization.
Competency Mapping and Assessment Centre
Individual employees were mapped on each and every identified
competency through an Assessment Centre. Each one was assessed
on a five-point scale. Psychometric tests, case studies, in-basket
exercises, leaderless group discussions and business simulation games
were used to measure the competencies.
The individual profiles were shared with each and every
employee. The developmental exercise was followed by a competency-
based training programme in order to fulfil the gaps identified.
After the successful completion of Phase I, Phase II comprising
of middle-level managers was conducted.
The given model was developed for the various positions
(Table 11.1 is the example of the competency model for the Regional
Manager) along with the ratings, where ‘5’ is excellent and ‘1’ is
below average. The competencies were divided into vital and
important competencies. Important competencies are those, which
are essential for the particular position whereas vital competencies
are those, which are needed for critical success. The individual rating
were summarized by ‘Potential Mapping’ that indicated the potential of
an employee, where he stands today and his potential for future growth.
The model was gradually integrated in the various HR functions.
The selection process and the training programmes were both
competency based.
Case in Point—T Case in Point—T Case in Point—T Case in Point—T Case in Point—Two: HPCL—An Experience wo: HPCL—An Experience wo: HPCL—An Experience wo: HPCL—An Experience wo: HPCL—An Experience
About HPCL
Hindustan Petroleum Corporation Limited (HPCL) is among
the leading public sector oil refining and marketing companies in
Leadership Competency Model for Automobile Industry 197
T
a
b
l
e

1
1
.
1
:

C
o
m
p
e
t
e
n
c
y

M
o
d
e
l

f
o
r

R
e
g
i
o
n
a
l

M
a
n
a
g
e
r
C
o
m
p
e
t
e
n
c
i
e
s
1
2
3
4
5
V
i
t
a
l

C
o
m
p
e
t
e
n
c
i
e
s
A
n
a
l
y
s
i
s

a
n
d

j
u
d
g
e
m
e
n
t
S
e
e
k
s

a
l
l

r
e
l
e
v
a
n
t

i
n
f
o
r
m
a
t
i
o
n
;

i
d
e
n
t
i
f
i
e
s

p
r
o
b
l
e
m
s
,

r
e
l
a
t
e
s

r
e
l
e
v
a
n
t

d
a
t
a

a
n
d

i
d
e
n
t
i
f
i
e
s
c
a
u
s
e
s
;

a
s
s
i
m
i
l
a
t
e
s

n
u
m
e
r
i
c
a
l

d
a
t
a

a
c
c
u
r
a
t
e
l
y

a
n
d

m
a
k
e
s

s
e
n
s
i
b
l
e

i
n
t
e
r
p
r
e
t
a
t
i
o
n
s
;

w
o
r
k
i
s

p
r
e
c
i
s
e

a
n
d

m
e
t
h
o
d
i
c
a
l
,

a
n
d

r
e
l
e
v
a
n
t

d
e
t
a
i
l
s

a
r
e

n
o
t

o
v
e
r
l
o
o
k
e
d
;

m
a
k
e
s

d
e
c
i
s
i
o
n
s
b
a
s
e
d

o
n

l
o
g
i
c
a
l

a
s
s
u
m
p
t
i
o
n

t
h
a
t

r
e
f
l
e
c
t

f
a
c
t
u
a
l

i
n
f
o
r
m
a
t
i
o
n
.
P
r
o
d
u
c
t

a
n
d

j
o
b

k
n
o
w
l
e
d
g
e
A
b
i
l
i
t
y

t
o

u
n
d
e
r
s
t
a
n
d

t
h
e

b
u
s
i
n
e
s
s

g
o
a
l
s

a
n
d

o
b
j
e
c
t
i
v
e
s

a
n
d

k
e
e
p
s

a
b
r
e
a
s
t

o
f

d
e
v
e
l
o
p
m
e
n
t
s
i
n

t
h
e

c
o
n
c
e
r
n
e
d

a
r
e
a
,

b
o
t
h

i
n

t
h
e

o
r
g
a
n
i
z
a
t
i
o
n

a
n
d

e
x
t
e
r
n
a
l

m
a
r
k
e
t
.
R
e
s
u
l
t
-
o
r
i
e
n
t
e
d
S
e
t
s

d
e
m
a
n
d
i
n
g

g
o
a
l
s

f
o
r

s
e
l
f

a
n
d

f
o
r

o
t
h
e
r
s
;

i
s

d
i
s
s
a
t
i
s
f
i
e
d

w
i
t
h

a
v
e
r
a
g
e

p
e
r
f
o
r
m
a
n
c
e
;
m
a
k
e
s

f
u
l
l

u
s
e

o
f

o
w
n

t
i
m
e

a
n
d

r
e
s
o
u
r
c
e
s
;

s
e
e
s

a

t
a
s
k

t
h
r
o
u
g
h

t
o

c
o
m
p
l
e
t
i
o
n
,

i
r
r
e
s
p
e
c
t
i
v
e
o
f

o
b
s
t
a
c
l
e
s

a
n
d

s
e
t
b
a
c
k
s
.
P
l
a
n
n
i
n
g

a
n
d

o
r
g
a
n
i
z
i
n
g
P
l
a
n
s

p
r
i
o
r
i
t
i
e
s
,

a
s
s
i
g
n
m
e
n
t
s

a
n
d

t
h
e

a
l
l
o
c
a
t
i
o
n

o
f

r
e
s
o
u
r
c
e
s
;

o
r
g
a
n
i
z
e
s

r
e
s
o
u
r
c
e
s

e
f
f
i
c
i
e
n
t
l
y
a
n
d

e
f
f
e
c
t
i
v
e
l
y
,

d
e
l
e
g
a
t
i
n
g

w
o
r
k

t
o

t
h
e

a
p
p
r
o
p
r
i
a
t
e

s
t
a
f
f
.
(
c
o
n
t
d
.
)
198 The Handbook of Competency Mapping
T
a
b
l
e

1
1
.
1

(
c
o
n
t
d
.
)
C
u
s
t
o
m
e
r

o
r
i
e
n
t
a
t
i
o
n
A
c
t
i
v
e
l
y

s
e
e
k
s

t
o

u
n
d
e
r
s
t
a
n
d

c
u
s
t
o
m
e
r
s


r
e
q
u
i
r
e
m
e
n
t
s
.

A
c
t
i
o
n
s

a
n
t
i
c
i
p
a
t
e

a
n
d

p
r
e
-
e
m
p
t
r
e
q
u
e
s
t
s

f
o
r

s
e
r
v
i
c
e
,

b
a
s
e
d

o
n

w
e
l
l
-
d
e
v
e
l
o
p
e
d

r
e
l
a
t
i
o
n
s
h
i
p
s
.
E
x
t
e
r
n
a
l

a
w
a
r
e
n
e
s
s
H
a
s

e
x
t
e
n
s
i
v
e

k
n
o
w
l
e
d
g
e

o
f

i
s
s
u
e
s

a
n
d

c
h
a
n
g
e
s

w
i
t
h
i
n

t
h
e

e
x
t
e
r
n
a
l

e
n
v
i
r
o
n
m
e
n
t

a
n
d

i
s
a
b
l
e

t
o

i
d
e
n
t
i
f
y

e
x
i
s
t
i
n
g

o
r

p
o
t
e
n
t
i
a
l

s
t
r
e
n
g
t
h
s
,

w
e
a
k
n
e
s
s
e
s
,

o
p
p
o
r
t
u
n
i
t
i
e
s

a
n
d

t
h
r
e
a
t
s

t
o
t
h
e

o
r
g
a
n
i
z
a
t
i
o
n
.

U
n
d
e
r
s
t
a
n
d
s

t
h
e

e
f
f
e
c
t
s

a
n
d

i
m
p
l
i
c
a
t
i
o
n
s

o
f

e
x
t
e
r
n
a
l

f
a
c
t
o
r
s

o
n

o
w
n
d
e
c
i
s
i
o
n
s
.
N
e
g
o
t
i
a
t
i
o
n

s
k
i
l
l
s
W
h
e
n

n
e
g
o
t
i
a
t
i
n
g
,

c
o
m
m
u
n
i
c
a
t
e
s

p
r
o
p
o
s
a
l
s

e
f
f
e
c
t
i
v
e
l
y
,

i
d
e
n
t
i
f
i
e
s

a

b
a
s
i
s

f
o
r

c
o
m
p
r
o
m
i
s
e
a
n
d

r
e
a
c
h
e
s

a
n

a
g
r
e
e
m
e
n
t

w
i
t
h

o
t
h
e
r
s

t
h
r
o
u
g
h

p
e
r
s
o
n
a
l

p
o
w
e
r

a
n
d

i
n
f
l
u
e
n
c
e
.
C
o
m
m
u
n
i
c
a
t
i
o
n
E
f
f
e
c
t
i
v
e
l
y

a
s
s
i
m
i
l
a
t
e
s

i
n
f
o
r
m
a
t
i
o
n

p
o
i
n
t
s

a
n
d

i
d
e
a
s

c
l
e
a
r
l
y
,

i
s

e
n
t
h
u
s
i
a
s
t
i
c

a
n
d

l
i
v
e
l
y
,
t
a
i
l
o
r
s

c
o
n
t
e
n
t

t
o

a
u
d
i
e
n
c
e

s

l
e
v
e
l

o
f

u
n
d
e
r
s
t
a
n
d
i
n
g
,

l
i
s
t
e
n
s

d
i
s
p
a
s
s
i
o
n
a
t
e
l
y

a
n
d

c
o
n
v
e
y
s
t
h
e

c
l
e
a
r

i
m
p
r
e
s
s
i
o
n

t
h
a
t

k
e
y

p
o
i
n
t
s

h
a
v
e

b
e
e
n

r
e
c
a
l
l
e
d

a
n
d

t
a
k
e
n

i
n
t
o

a
c
c
o
u
n
t
.
T
e
a
m

B
u
i
l
d
i
n
g
G
i
v
e
s

c
l
e
a
r

d
i
r
e
c
t
i
o
n

a
n
d

l
e
a
d
s

f
r
o
m

t
h
e

f
r
o
n
t

w
h
e
n
e
v
e
r

n
e
c
e
s
s
a
r
y
.

F
o
s
t
e
r
s

e
f
f
e
c
t
i
v
e
t
e
a
m

w
o
r
k
i
n
g

b
y

i
n
v
o
l
v
i
n
g

s
u
b
o
r
d
i
n
a
t
e
s


a
n
d

a
d
o
p
t
i
n
g

t
h
e

a
p
p
r
o
p
r
i
a
t
e

l
e
a
d
e
r
s
h
i
p

s
t
y
l
e
t
o

a
c
h
i
e
v
e

t
h
e

t
e
a
m

s

g
o
a
l
s
.

E
f
f
e
c
t
i
v
e
l
y

m
o
n
i
t
o
r
s

a
n
d

e
v
a
l
u
a
t
e
s

t
h
e

r
e
s
u
l
t
s

o
f

s
u
b
o
r
d
i
n
a
t
e
s

w
o
r
k

a
n
d

p
r
o
v
i
d
e
s

f
e
e
d
b
a
c
k

a
n
d

a
d
v
i
c
e

w
h
e
n
e
v
e
r

p
o
s
s
i
b
l
e
.
C
o
m
p
e
t
e
n
c
i
e
s
1
2
3
4
5
Leadership Competency Model for Automobile Industry 199
I
m
p
o
r
t
a
n
t

C
o
m
p
e
t
e
n
c
i
e
s
B
u
s
i
n
e
s
s

s
e
n
s
e
I
d
e
n
t
i
f
i
e
s

t
h
o
s
e

o
p
p
o
r
t
u
n
i
t
i
e
s
,

w
h
i
c
h

w
i
l
l

i
n
c
r
e
a
s
e

t
h
e

o
r
g
a
n
i
z
a
t
i
o
n

s

s
a
l
e
s

o
r

p
r
o
f
i
t
s
;
s
e
l
e
c
t
s

a
n
d

e
x
p
l
o
i
t
s

t
h
o
s
e

a
c
t
i
v
i
t
i
e
s

w
h
i
c
h

w
i
l
l

r
e
s
u
l
t

i
n

t
h
e

l
a
r
g
e
s
t

r
e
t
u
r
n
s
.
C
r
e
a
t
i
v
i
t
y
/
i
n
n
o
v
a
t
i
o
n
P
r
o
d
u
c
e
s

h
i
g
h
l
y

i
m
a
g
i
n
a
t
i
v
e

a
n
d

i
n
n
o
v
a
t
i
v
e

i
d
e
a
s

a
n
d

p
r
o
p
o
s
a
l
s
,

w
h
i
c
h

a
r
e

n
o
t

o
b
v
i
o
u
s
t
o

l
e
s
s

p
e
r
c
e
p
t
i
v
e

c
o
l
l
e
a
g
u
e
s
.
C
h
a
n
g
e
-
o
r
i
e
n
t
e
d
A
c
t
i
v
e
l
y

s
e
e
k
s

t
o

c
h
a
n
g
e

t
h
e

j
o
b

a
n
d

e
n
v
i
r
o
n
m
e
n
t

w
h
e
n
e
v
e
r

a
p
p
r
o
p
r
i
a
t
e
.

I
s

p
r
o
a
c
t
i
v
e
,
e
n
c
o
u
r
a
g
e
s

t
h
e

i
n
t
r
o
d
u
c
t
i
o
n

o
f

n
e
w

s
t
r
u
c
t
u
r
e
s
,

m
e
t
h
o
d
s

a
n
d

p
r
o
c
e
d
u
r
e
s
.
200 The Handbook of Competency Mapping
India with a turnover of Rs 76,920 crores in the year 2005–06. The
HPCL infrastructure includes a fuels/lube refinery with a capacity of
5.5 million tonnes at Mumbai and a fuels refinery with a capacity of
7.5 million tonnes at Visakh. Its marketing network includes 37
terminals/TOPs, 92 depots, 40 LPG bottling plants, seven lube
blending plants, 13 aviation service facilities, 21 lube depots and
cross country product pipelines between Mumbai and Pune and
between Visakh–Vijaywada–Secunderabad, which service HPCL’s
retail outlets, Superior Kerosene Oil/Light Diesel Oil and LPG
dealerships spread across the country. The driving force behind these
giant operations are more than 10 thousand employees.
Consequent to the economic liberalization measures introduced
in the country in the mid-1990s, the corporation commissioned a
Business Process Re-engineering (BPR) study to review the
corporation’s long-term strategy, IT strategy and its HR practices.
As a result of this study, the corporation was restructured on product
line basis into Strategic Business Units (SBUs) with the required
delegation of authorities. While the above organizational changes
have helped to sustain its market position and revenue, a need was
felt to upgrade, revitalize and renew management quality to bring in
a more vibrant, winning and cohesive organization to meet the
challenges posed by continuously increasing competition and customer
expectations ushered in by the deregulation of the market.
The corporation undertook major business and HR initiatives
including Organization Transformation, Competency Mapping and
Development Centre (CM & DC) and Balanced Scorecard.
Under the CM & DC process, in collaboration with its
implementation partner, HPCL developed Behavioural Competency
Framework (BCF) based on which multiple development centres for
various levels of management have been conducted.
Simultaneously, the generic Technical Competency Framework
(TCF) for all major job families have been developed.
Objective
The objective of the Competency Mapping and Development
Centre Project was to build-up human capabilities to match the needs
of the business of tomorrow through the development of deep
understanding, internal expertise and applications of competency
mapping, assessment and development processes.
Leadership Competency Model for Automobile Industry 201
Behavioural Competency Frames at HPCL
Individual Contributor Frame
An individual was assessed on five competencies under the
Individual Contributor Frame as shown in Box 11.2.
Box 11.2: Competency Model— HPCL
Sl. No. Competencies
1. Dynamic Customer Focus
2. Active Learning and Agility
3. Co-operative Teamwork
4. Enduring Commitment and Initiative
5. Drive for Excellence
Process
Six tools were used to assess the individuals on the given five
competencies. Each competency was assessed through two or more
tools and each tool measured more than one competency. The tools
used were psychometric test, group discussion, in-basket interviews,
team simulation, simulation presentation, role play and competency-
based structured interview. There were 3:1 assessors. The competency
profile was shared with each and every employee in a one to one
session. This was followed by the Individual Development Plan
(IDP) Form.
Each employee was supposed to have selected at least two
competencies from the opportunity/development area. The list of
possible projects to be undertaken was discussed in the group along
with HPCL officers. The individual plans and projects were also
discussed with the employees and were laid down at the time of
individual sessions. A sample report is shown which summarizes
Competency Profile along with opportunity areas and areas of
development in Box 11.3 and Individual Development Plan Form
in Box 11.4.
202 The Handbook of Competency Mapping
Developmental Need Identification Report
(A Sample)
Introduction
This report provides a description of the strengths and
developmental needs as observed during the Developmental Need
Identification Programme in New Delhi.
It is important for HPCL to grow and develop leadership talent
internally. Therefore, in order to keep the leadership pipeline at HPCL
(A Sample)
Opportunity Areas Areas of Development
Dynamic customer focus Drive for excellence
Enduring commitment and initiative Co-operative teamwork
Active learning and agility
Box 11.3: Competency Profile— HPCL
Competency
Dynamic Active Co-operative Enduring Drive for Overall
Customer Learning Teamwork Commitment Excellence Rating
Focus and Agility and Initiative
D
D+
C
C+
B
B+
A
A+
Leadership Competency Model for Automobile Industry 203
B
o
x

1
1
.
4
:

I
n
d
i
v
i
d
u
a
l

D
e
v
e
l
o
p
m
e
n
t

P
l
a
n

F
o
r
m

(
A

S
a
m
p
l
e
)
1
.
N
a
m
e

o
f

t
h
e

P
a
r
t
i
c
i
p
a
n
t
:
2
.
D
e
s
i
g
n
a
t
i
o
n
:
3
.
L
o
c
a
t
i
o
n
:
4
.
N
a
m
e

o
f

t
h
e

S
u
p
e
r
v
i
s
o
r
:
5
.
S
u
p
e
r
v
i
s
o
r

s

D
e
s
i
g
n
a
t
i
o
n
:
D
e
v
e
l
o
p
m
e
n
t
a
l

T
o
o
l
s

t
h
a
t

I

w
i
l
l

u
s
e

t
o

b
u
i
l
d

u
p
o
n

c
o
m
p
e
t
e
n
c
i
e
s
N
a
m
e

o
f

t
h
e

C
o
m
p
e
t
e
n
c
y
:
D
e
v
e
l
o
p
m
e
n
t

t
o
o
l
s
A
c
t
i
o
n

s
t
e
p
s

t
o

b
e
T
a
r
g
e
t

c
o
m
p
l
e
t
i
o
n
P
r
o
g
r
e
s
s
O
t
h
e
r
s

i
n
v
o
l
v
e
d
N
a
t
u
r
e

o
f

s
u
p
p
o
r
t
t
a
k
e
n

b
y

e
m
p
l
o
y
e
e
d
a
t
e
i
n
d
i
c
a
t
o
r
/
R
e
s
u
l
t
n
e
e
d
e
d

f
r
o
m

o
t
h
e
r
s
S
i
g
n
a
t
u
r
e

o
f

P
a
r
t
i
c
i
p
a
n
t
D
a
t
e

204 The Handbook of Competency Mapping
well-supplied with individuals who are growing their abilities to lead,
the business simulation of this developmental programme was created
with the goal of presenting participants with challenges similar to
those they are likely to face as employees. This development
progamme was designed to capture individual competencies. You
participated in a business simulation with a number of challenges.
The focus was on the overall impact of your efforts and behaviours
and their effect on the organization. Therefore, your feedback focuses
on the behaviours exhibited during the programme rather than on
‘right or wrong’ responses to the situations and tasks presented. This
report comprises of your responses during the various activities along
with the psychometric test.
Definitions Used
Overall Score:
A+: Demonstrates excellence in all competencies with a very
high frequency/consistency.
A: Demonstrates very strong capabilities in most behavioural
indicators of all competencies.
B+: Demonstrates strong capabilities in several behavioural
indicators of most competencies and is considered the ‘right
fit’ for the current role.
B: Demonstrates well developed capabilities in some
behavioural indicators of several competencies.
C+: Demonstrates well developed capabilities in some and
above average capabilities in remaining competencies in
a consistent manner.
C: Demonstrates average capabilities in most competencies in
a consistent manner.
D+: Demonstrates average capabilities in most competencies but
not in a consistent manner.
D: Does not demonstrate expected behaviour across most/
all competencies of the current profile.
HPCL has so far successfully integrated the Competency
Mapping process to the following areas of HR:
(a) Recruitment/Absorption process/Performance Appraisal of
Officer Trainees
Leadership Competency Model for Automobile Industry 205
(A Sample)
Competency: Dynamic Customer Focus
Definition: Demonstrates concern for meeting changing customer needs
in a manner that provides customer satisfaction.
D D+ C C+ B B+ A A+
His work pace should facilitate his ability to champion or deliver customer-
focused initiatives and activities. His assertive nature should help him to
effectively advocate customer-focused initiatives and activities. His interest
in analyzing people should help him to recognize their perspective and
adapt his approach to better influence them. This should help him to
align business offerings with customer needs.
Demonstrated evidences:
In-Basket (Tool 1)
He demonstrated the concern for meeting customer needs that lead to
customer satisfaction by giving high priority to the letter of complaint.
Creativity (Simulation Presentation) (Tool 2)
He symbolized pictures well. He could have demonstrated analyzing
data on customer needs and awareness of the market trends and
competitors information. His approach is traditional.
Role Play (Tool 3)
He should have listened and acted on suggestions and feedback of the
colleagues. He gathered and analyzed data on customer dissatisfaction.
Could not demonstrate awareness of the market trends and competitors’
information.
Somewhat cautious and skeptical in his view of others, he may not trust
customer intentions. Concerned that they may take excess advantage,
he may be reticent to suggestions and feedback given by customers.
(b) Behavioural/Technical Trainings
(c) Multi-rater feedback system
(d) Promotions from Non-Executive to Executive cadre
206 The Handbook of Competency Mapping
The recruitment of Officer Trainees (OT) in the year 2005 was
based on the Behavioural competencies of HPCL. The panel of internal
interviewers were trained on ‘Behavioural Event Interviews’ and
accordingly around 300 candidates were recruited into the Corporation
based on BEI methodology (apart from usual written test, group
discussions, etc.). Further, these Officer Trainees were subjected to
technical competency written test at the end of their training period,
which was a prerequisite for their absorption into the Corporation.
At HPCL, all the training programmes are designed and deli-
vered basis the respective competency frameworks, be it behavioural
or technical.
HPCL has also initiated multi-rater feedback system to some
of their outstanding achievers and key position holders. The entire
feedback has been designed basis the Behavioural Competency
dictionaries of HPCL. These feedbacks will supplement the
Development Centre outputs and encourage the individuals to build
and work on their ‘Individual Development Plans’.
The organizations who would like to venture into Competency
development initiative, should focus more on ‘Communication’.
HPCL’s communication strategy includes periodical communication
by the way of brochures, mails from top management, a separate
website for the purpose, core team’s visits to various locations and
conducting ‘awareness workshops’ linking various HR initiatives.
HPCL is actively consolidating the initiatives taken so far and
getting ready to make newer forays into implementation of
contemporary HR practices in line with business requirements. The
competency development process is focused on internalization of the
process, smoother implementation and successful linkages to various
HR processes, more importantly involvement of line functionaries
in all the aspects of process.
Outsourcing of such an initiative becomes important because
of the expertise required at various stages but until and unless it is a
drive from the top, success cannot be achieved.
Case in Point—Three: GHCL—An Experience Case in Point—Three: GHCL—An Experience Case in Point—Three: GHCL—An Experience Case in Point—Three: GHCL—An Experience Case in Point—Three: GHCL—An Experience
About GHCL
Gujarat Heavy Chemicals Limited (GHCL) is one of the premier
companies in heavy chemicals and textile. GHCL was commissioned
Leadership Competency Model for Automobile Industry 207
in March 1988 and over the years it has diversified into the fields of
manufacturing industrial chemicals and textiles. The products are
catering to both the domestic and international markets.
GHCL is distinguished by its growth, financial performance
and outstanding people and processes. It is a customer-focused
company committed to leadership through quality. It strives for
building trusting relationships, encouraging entrepreneurship and
sharing prosperity.
Objective
With a vision to meet the challenges of the national and
international market, it was decided to enhance the operational
performance and further develop the potentials of their employees.
One of the most challenging tasks was to assess the present
competencies and find out gaps for future superior performance. In
order to achieve the goal, a competency mapping assignment was
carried out by the author.
Competency Mapping Assignment at GHCL included the
middle- and senior-level executives from DGM and above (officers
at Noida, Ahmedabad, Virawal, Madurai and Vapi).
Process
A competency model for various positions, definition of all
competencies along with a weighing scale were developed in Phase I
and Phase II as shown in Box 11.5. The competencies were identified
on the basis of discussion with the top management, in order to
understand the vision and mission of GHCL including both the short-
term and long-term perspective. This was followed by one to one
behaviour event interviews for the position holders and the peer group
that was to develop the competency model.
The draft competency model was discussed at various stages
with the top management and HR for valuable inputs and these were
incorporated in the model before carrying out the assessment centre.
The tools were developed and customized for the assessment
centre to map the competencies of each and every individual. Two
psychometric tests were also included in the battery of tools for the
assessment centre.
The assessment centre was conducted at various locations.
208 The Handbook of Competency Mapping
The individual profile of each and every participant has been
prepared as an outcome of the assessment centre, which includes
Rating Description, Individual Profile, Individual Competency
Behavioural Summary, Competency Rating Summary, Individual
Development Plan and Potential Mapping.
The desired weightages on each and every competency for
various positions as well as the assessed weightages as that resulted
from the assessment centre, were summarized.
A detailed potential mapping of each and every participant was
given in the individual profiles. The ‘potential mapping’ of each
individual profile summarized and gave indicates those performing
indicative remarks whether the performance is beyond. His or her
role to take up higher responsibility in the future or he/she is the
right fit or the gaps identified to be the right fit for the role. However,
while taking a decision the past performance, consistency and
the organization’s requirements were also to be considered.
Competency Model Competency Model Competency Model Competency Model Competency Model
1. Strategy and Direction
Defining how a common vision/mission will be implemented
and aligning all the involved parties to reach the same goals and
objectives.
Box 11.5: Competency Model— GHCL
Sl. No. Competencies
1 Strategy and Direction
2 Building Global and Strategic Perspective
3 Demonstrating Business Savvy and Decisiveness
4 Leading Change and Creativity
5 Builds Collaborative Partnerships
6 Builds Organizational Capability and Inspires
7 Active Learning and Agility
8 Business Acumen
9 Manages Performances and Develops Others
10 Promoting Synergetic Teamwork
11 Decisiveness
12 Manage Execution
Leadership Competency Model for Automobile Industry 209
2. Building Global and Strategic Perspective
Develops and implements comprehensive and realistic strategies
by utilizing knowledge of global and industry-wide business trends.
3. Demonstrating Business Savvy and Decisiveness
Utilizes understanding of business drivers to take courageous
decisions that provide a competitive advantage.
4. Leading Change and Creativity
Initiates, manages and energizes change processes while
encouraging new, innovative approaches.
5. Builds Collaborative Partnerships
Builds co-operative partnerships both internally and externally
leveraging relations to meet organizational objectives within the
framework of governance, policies and guidelines of the organization.
6. Builds Organizational Capability and Inspire
Works to cultivate positive relationships with others in order to
drive business results and increase job satisfaction in the workplace.
7. Active Learning and Agility
Pursues new knowledge for improvement and operates from a
commercial mindset, promoting the best interests of business.
8. Business Acumen
Taking a business perspective when making decisions and being
aware of the impact on cash flow, company viability, service, quality
and customer relations. Formulating, tracking and executing budget
plans, identifying opportunities for business. Identifying, assessing
and managing risk vis-à-vis pay-off/reward.
9. Manages Performance and Develops Others
Skill to communicate the performance management processes
and manage performance. Makes every effort to develop both on
and off the job the knowledge, skills and competencies required by a
team or an individual to advance their careers.
210 The Handbook of Competency Mapping
10. Promoting Synergestic Teamwork
Provides direction and support, building co-operation while
leading a team to accomplish desired objectives.
11. Decisiveness
Being able to decide in a timely manner, by bringing together
a wide range of considerations and perspectives to issues, ensuring
that thorough analysis is part of the decision-making process.
12. Manage Execution
Being able to reach pre-defined objectives efficiently.
Resistance and Recommendations 211
Glossar Glossar Glossar Glossar Glossary of T y of T y of T y of T y of Ter er er er erms ms ms ms ms
A
Accept: To receive with consent; to take without protest.
Accountability: The state of being subject to judgement for an action
or result which a person has been given authority and responsibility
to perform.
Act: To exert one’s power so as to bring about a result; to carry out
a plan or purpose. See Execute, Implement and Perform.
Add: To affix or attach; to find the sum of figures.
Administer: To direct the application, execution, use or general
conduct of.
Adopt: To take and apply or put into action.
Advise: To give recommendations. See Propose and Recommend.
To offer an informed opinion based on specialized knowledge.
Affirm: To confirm or ratify.
Align: To arrange or form in a line.
Amend: To change or modify.
Analyze: To study the factors of a situation or problem in order to
determine the outcome or solution; to separate or distinguish the
parts of a process or situation so as to discover their true
relationships.
Anticipate: To foresee events, trends, consequences or problems in
order to deal with them in advance.
Apply: To adjust or direct; to put in use.
Appraise: To evaluate as to quality, status or effectiveness of.
Approve: To sanction officially; to accept as satisfactory; to ratify,
thereby assuming responsibility for (used only in the situation
where the individual has final authority).
212 The Handbook of Competency Mapping
Arrange: To place in proper or desired order; to prepare for an
event. See Prepare.
Ascertain: To find out or learn with certainty.
Assemble: To collect or gather together in a predetermined order or
pattern. See Collect, Compile and Co-ordinate.
Assign: To give specific duties to others to perform. See Delegate.
Assist: To lend aid or support in some undertaking or effort. (No
authority over the activity is implied.)
Assume: To take upon oneself; to undertake; to take for granted.
Assure: To confirm; to make certain of. See Ensure.
Attach: To bind, fasten, tie or connect.
Attend: To be present for the purpose of listening or contributing.
Audit: To examine and review a situation, condition or practice,
and conclude with a detailed report on the findings.
Authority: The power to influence or command thought, opinion or
behaviour.
Authorize: To empower; to permit; to establish by authority.
B
Balance: To arrange or prove so that the sum of one group equals
the sum of another.
Batch: To group into a quantity for one operation.
C
Calculate: To ascertain by mathematical processes; to reckon by
exercise of practical judgement.
Cancel: To strike or cross out.
Carry: To convey through the use of the hands.
Centre: To place or fix at or around the centre; to collect to a point.
Chart: To draw or exhibit in a graph.
Check: To examine for a condition; to compare for verification. See
Control, Examine, Inspect, Monitor and Verify.
Circulate: To distribute in accordance with a plan. See Disseminate.
Classify: To separate into groups having systematic relations.
Clear: To get the agreement or disagreement of others.
Close: To terminate or shutdown.
Code: To transpose words or figures into symbols or characters.
Also Encode.
Resistance and Recommendations 213
Collaborate: To work or act jointly with others.
Collate: To bring together in a predetermined order.
Collect: To gather facts or data; to assemble; to accumulate. See
Assemble and Compile.
Compile: To collect into a volume; to compose out of materials
from other documents.
Compose: To make up, fashion or arrange.
Concur: To agree with a position, statement, act or opinion.
Conduct: To lead, guide or command the efforts of others towards
producing a chore or task or goal.
Consolidate: To combine separate items into a single whole.
Construct: To set in order mentally; to arrange.
Consult: To seek advice of others; to confer.
Control: To exert power over in order to guide or restrain; to measure,
interpret and evaluate for conformance with plans or expected
results.
Co-operate: To work jointly with others. See Collaborate.
Co-ordinate: To bring into common action or condition so as to
harmonize by regulating, changing, adjusting or combining. See
Assemble.
Copy: To transfer or reproduce information.
Correct: To rectify; to make right.
Correlate: To establish a mutual or reciprocal relationship; to put in
relation to each other.
Cross foot: To add across, horizontally.
Cross off: To line out, strike out.
Cross out: To eliminate by lining out.
D
Date stamp: To affix or note a date by stamping.
Decide: To choose from among alternatives or possibilities so as to
end debate or uncertainty.
Delegate: To entrust to the care or management of another; to
authorize or empower another to act in one’s place. See Assign,
Authorize and Represent.
Delegation: Assigning to a subordinate the responsibility and
commensurate authority to accomplish an objective or specific
result.
Glossary of Terms 213
214 The Handbook of Competency Mapping
Delete: To erase; to remove.
Design: To conceive and plan in the mind for a specific use; to
create, fashion, execute or construct according to a plan. See
Develop, Devise, Formulate and Plan.
Determine: To make a decision; to bring about; to cause; to decide
and set limits to, thereby fixing definitely and unalterably. To
find out something not before known as a result of an intent to
find definite and precise truth.
Develop: To conceive and create; to make active, available or usable;
to set forth or make clear, evident or apparent.
Development: The result of developing.
Devise: To come up with something new, especially by combining
known ideas or principles. See Design, Develop, Formulate and
Plan.
Direct: To lead, guide or command the efforts of others towards
producing a chosen result. See Conduct, Manage and Supervise.
Direction: Guidance or supervision of others.
Disassemble: To take apart.
Discover: To find out something not known before as a result of
chance, exploration or investigation. See Ascertain and Determine.
Discuss: To exchange views for the purpose of convincing or reaching
a conclusion.
Dissemble: To take apart.
Disseminate: To spread information or ideas. See Circulate,
Distribute, Issue and Release.
Distribute: To divide or separate into classes; to pass around; to
allot; to deliver to named places or persons. See Circulate,
Disseminate, Issue and Release.
Divide: To separate into classes or parts, subject to mathematical
division.
Draft: To compose or write papers and documents in preliminary or
final form, often for the approval or clearance of others.
Duty: Assigned task.
E
Edit: To revise and prepare for publication.
Endorse: To express approval of; to countersign.
Resistance and Recommendations 215
Ensure: To make safe or certain. See Assure.
Establish: To set up or bring into existence on a firm basis.
Evaluate: To ascertain or determine the value of.
Examine: To investigate; to scrutinize; to subject to inquiry by
inspection or test.
Execute: To put into effect; to follow through to the end.
Exercise: To employ actively, as in authority or influence.
Expedite: To accelerate the movement or progress of, to remove
obstacles.
F
Facilitate: To make easy or less difficult.
Feed: To supply material to a machine.
Figure: To compute.
File: To lay away papers, etc., arranged in some methodical manner.
Fill in: To enter information on a form.
Find: To locate by search.
Flag: To mark distinctively.
Follow-up: To check the progress of; to see if results are satisfactory.
Formulate: To develop or devise a plan, policy or procedure and, to
put it into a systemized statement.
Furnish: To give or supply. See Provide.
G
Goal: An objective.
Guidance: Conducting or directing along a course of action.
I
Implement: To put into effect; to execute.
Inform: To instruct; to communicate knowledge.
Initiate: To originate; to introduce for the first time.
Insert: To put or thrust in.
Inspect: To examine carefully for suitability or conformance with
standards. See Check, Control, Examine, Monitor and Verify.
Instruct: To impart knowledge to; to give information or direction
to; to show how to do.
Instructions: To furnish with directions; to inform. Specific—Precise
and detailed directions that closely limit what can be done or how
Glossary of Terms 215
216 The Handbook of Competency Mapping
it can be done. General—Directions that are merely outlined, hence
do not closely limit what can be done or how it can be done.
Intensive: Exhaustive or concentrated.
Interpret: To explain or clarify; to translate; to elucidate.
Interview: To question in order to obtain facts or opinions.
Inventory: A list of items; stock in hand.
Investigate: To study closely and methodically.
Issue: To distribute formally.
Itemize: To set or note down in detail; to set by particulars.
L
Line: To cover the inside surface of; to draw lines on.
List: To itemize.
Locate: To search for and find; to position.
M
Maintain: To keep up to date or current; to keep at a given level or
in working condition.
Manage: To control and direct; to guide; to command the efforts of
others towards producing a chosen result. See Supervise.
Measure: To find the quality or amount of; to ascertain dimension,
count, intensity, etc.
Merge: To combine.
Mix: To unite or blend into one group or mass.
Monitor: To observe or check periodically for a specific purpose.
Multiply: To perform the operation of multiplication.
N
Negotiate: To exchange views and proposals with an eye to reaching
agreement by sifting possibilities, proposals, and pros and cons.
Non-routine: Irregular or infrequent situations that arise relating to
business or official duties. Characteristic of higher-level jobs.
Note: To observe, notice, heed.
Notify: To give notice to; to inform.
Resistance and Recommendations 217
O
Objective: A desired result. See Goal.
Observe: To perceive, notice, watch.
Obtain: To gain possession of; to acquire.
Open: To enter upon; to spread out; to make accessible.
Operate: To conduct or perform activity.
Organization: Individuals working together in related ways within
a specific structure towards a common end.
Organize: To arrange in interdependent parts; to systemize.
Originate: To produce as new; to invent.
Outline: To make a summary of the significant features of a subject.
P
Participate: To take part in.
Perform: To carry out; to accomplish; to execute.
Place: To locate an employee in a job.
Plan: To devise or project a method or course of action.
Policy: A definite course or method of action selected from among
alternatives and in light of given conditions, to guide and determine
present and future decisions.
Position Description: A document which describes the purpose,
scope, duties, responsibilities, authorities and working relationships
associated with a position or entity to be occupied and performed
by one person.
Position Specification: A document which describes the physical
characteristics, knowledge, skill, experience and educational
requirements of a person who would be ideally suited to perform
a specific job.
Post: To announce by public, written notice; to transfer or carry
information from one record to another.
Practise: To work repeatedly to gain skill.
Prepare: To make ready for a special purpose.
Principle: A governing law of conduct; a fundamental belief serving
as a responsible guide to action; a basis for policy.
Procedure: A particular way of accomplishing something or of acting;
a series of steps followed in a regular, definite order; a standardized
practice.
Glossary of Terms 217
218 The Handbook of Competency Mapping
Proceed: To begin or carry out.
Process: To subject to some special treatment; to handle in accordance
with prescribed procedures.
Programme: A series of planned steps towards an objective.
Promote: To act so as to increase sales or patronage; to advance
someone to a higher level or job.
Propose: To offer for consideration or adoption; to declare an
intention.
Provide: To supply for use; to make available; to furnish.
Purchase: To buy or procure.
Purpose: Something set up as an objective or end to be attained; a
reason.
R
Rate: To appraise or assess; to give one’s opinion of the rank or
quality of.
Receive: To take something that is offered or sent.
Recommend: To advise or counsel a course of action or to suggest
for adoption a course of action.
Reconstruct: To restore; to construct again.
Record: To register; to make a record of.
Refer: To direct attention to.
Register: To enter in a record or list.
Release: To authorize the publication of, dissemination of.
Remit: To transmit or send money as payment.
Render: To furnish, contribute.
Report: To supply or furnish organized information.
Represent: To act for or in place of; to serve as a counterpart of; to
substitute in some capacity for.
Request: To ask for something.
Require: To demand as necessary or essential.
Requisition: A document making a request.
Research: Inquiry into a specific subject from several sources.
Responsibility: The quality or state of being accountable for.
Responsible for: Having caused; accountable for.
Review: To examine usually with intent to approve or dissent; to
analyse results in order to give an opinion.
Resistance and Recommendations 219
Revise: To change in order to make new, to correct, to improve, or
bring up to date.
Route: To prearrange the sending of an item to the location to which
it is to be sent.
Routine: Regular procedure, or normal course of business or official
duties.
S
Scan: To examine point by point; to scrutinize.
Schedule: To plan a timetable; to set specific times for.
Screen: To examine so as to separate into two or more groups or
classes, usually rejecting one or more.
Search: To look over and through for the purpose of finding
something.
Secure: To get possession of; to obtain; to make safe.
Select: Chosen from a number of others of a similar kind.
Separate: To set apart from others for special use; to keep apart.
Serve: To hold an office; to act in a capacity; to discharge a duty or
function.
Sign: To authorize by affixing one’s signature.
Sort: To put in a definite place or rank according to kind, class, etc.
Stack: To pile up.
Standard of Performance: A statement of the conditions that will
exist when a job is acceptably done. Whenever possible the
elements of the statement include specific reference to quantity,
quality, cost and time.
Stimulate: To excite, rouse or spur on.
Study: To consider attentively; to ponder or fix the mind closely
upon a subject.
Submit: To present information for another’s judgement or decision.
Subtotal: An interim total.
Subtract: To deduct one number from another.
Summarize: To give only the main points.
Supervise: To oversee a work group, leading, guiding or commanding
its efforts to produce a chosen result.
Support: To provide service, assistance or supplies to another person
or department.
Glossary of Terms 219
220 The Handbook of Competency Mapping
Survey: To ascertain facts regarding conditions or the condition of a
situation usually in connection with the gathering of information.
T
Tabulate: To form into a table by listing; to make a listing.
Trace: To record the transfer of an application or document; to copy
as a drawing.
Train: To increase skill or knowledge by capable instruction.
Transcribe: To make a typed copy from shorthand notes or dictated
record; to write a copy of.
Transpose: To transfer; to change the usual place or order.
U–V–W–X–Y–Z
Underline: To emphasize or identify by drawing a line under the
characters or subject.
Verify: To prove to be true or accurate; to confirm or substantiate;
to test or check the accuracy of.
References References References References References
Ansoff, Igor (1965). Corporate Strategy, New York: McGraw-Hill.
Anstey, Edgar (1989). ‘Reminiscences for Wartime Army
Psychologists’, The Psychologist, 2, November, pp. 475–78.
Boyle, S., J. Fullerton and R. Wood (1995). ‘Do Assessment/
Development Centres Use Optimum Evaluation Procedures? A
Survey of Practice in UK Organizations’, International Journal
of Selection and Assessment, 3(2), pp. 132–40.
Bray, D.W. (1964). ‘The Assessment Center Method of Appraising
Management Potential’, in D.W. Blood (ed.), The Personnel Job
in a Changing World, New York: American Management
Association (AMA).
Burgoyne, J.G. and R. Stuart (1976). ‘The Nature, Use and
Acquisition of Managerial Skills and Other Attributes’, Personnel
Review, 5(4), pp. 19–29.
Chanda, A. and S. Kabra (2000). Human Resource Strategy-
Architecture for Change, New Delhi: Response Books.
Clifford, L. and H. Bennett (1997). ‘Best Practice in 360-degree
Feedback’, Selection and Development Review, April.
Cooper, Kenneth Carlton (2000). Effective Competency Modeling
and Reporting, New York: AMA Publications.
Davis, R.S. and D.A. Olson (1996–97). ‘Leverage Training and
Development to Make a Strategic Impact’, The Journal (Society
of Insurance Trainers and Educators), pp. 10–12.
Dubois, D. (1993). Competency Based Performance Improvement,
A Strategy for Organisational Change, Amherst, Mass.: HRD
Press.
Dulewicz, V. and C.A. Fletcher (1982). ‘The Relationship between
Previous Experience, Intelligence and Background Characteristics
222 The Handbook of Competency Mapping
of Participants and their Performance in an Assessment Center’,
Journal of Occupational Psychology, 55(3).
Eisenberg, Andrea (1999). Public Communication, January.
Eubanks, J.L., J.B. Marshal and M.P. O’Driscoll (1990). ‘A
Competency Model for OD Practitioners’, Training and Develop-
ment Journal, November, pp. 85–90.
Finkle, R.B. (1976). ‘Managerial Assessment Centers’, in M.D.
Dunnette (ed.), Handbook of Industrial Organizational Psychology,
Chicago, IL: Rand-McNally, pp. 861–88.
Flanagan, J.C. (1954). ‘The Critical Incident Technique’,
Psychological Bulletin, 51(4), pp. 327–58.
Fletcher, C.A. and V. Dulewicz (1984). ‘An Empirical Study of a
UK-based Assessment Center’, Journal of Management Studies,
21(1).
Gluck, W.F. and L.R. Jauch (1984). Strategic Management and
Business Policy, New York: McGraw-Hill.
Hamel, Gary and C.K. Prahalad (1994). Competing for the Future,
Boston: Harvard Business School.
Hayes, Robert H. (1985). ‘Strategic Planning—Forward in Reverse?’,
Harvard Business Review, November–December, pp. 111–19.
Hogg, B. (1993). ‘European Managerial Competencies’, European
Business Review, 93(2), pp. 21–26.
Holdeman, J.B., J.M. Aldridge and D. Jackson (1996). ‘How to
Hire Ms/Mr Right?’, Journal of Accountancy, August, pp. 55–
57.
Kelly, G.A. (1955). The Psychology of Personal Constructs (Vols I
& II), New York: Norten.
Klemp, G.O. (ed.) (1980). The Assessment of Occupational
Competence, Washington, DC, Report to the National Institution
of Education.
Linkage, Inc. (1997). Introduction to Competency Modeling,
Lexington, Mass.: Linkage.
Lowry, P.E. (1996). ‘A Survey of the Assessment Centre Process in
the Public Sector’, Public Personnel Management, 25(3), pp. 307–
21.
Mabey, W. (1989). ‘The Majority of Large Companies Use Occupa-
tional Tests’, Guidance and Assessment Review, 5(3), pp. 1–4.
MacKinnon, D.W. (1977). ‘From Selecting Spies to Selecting
Managers: The OSS Assessment Program’, in J.L. Moses and
W.C. Byham (eds), Applying the Assessment Center Method, New
York: Pergamon.
McClelland, David C. (1973). ‘Testing for Competency Rather than
Intelligence’, American Psychologist, 28, January, pp. 1–14.
McIlvaine, A.R. (1998). ‘World Premiere’, Human Resource
Executive, 19, October, pp. 18–20.
McLagan, P.A. (1989). The Models of HRD Practice, Alexandria,
VA: American Society for Training and Development.
Parry, S.R. (1996). ‘The Quest for Competencies’, Training, July,
pp. 48–56.
Porter, Michael E. (1982). ‘Industrial Organization and the Evaluation
of Concepts for Strategic Planning’, in T.H. Naylor (ed.),
Corporate Strategic. New York.
Roberton and Makin (1994). ‘Discourse and Agency—The Example
of Personal Psychology and “Assessment Centre”’, Organization
Studies, Mid Winter. Available at http://findarticles.com/p/articles/
mi_m4339/is_n6_v15/ai_16736641/pg_4
Selgnick, Philips (1957). Leadership in Administration, New York:
Harper.
Spencer, Legde M. and Sigme M. Spencer (1993). Competence at
Work, New York: John Wiley & Sons Inc.
Taylor, Frederick W. (1911). Principles of Scientific Management,
New York: Harper.
References 223
224 The Handbook of Competency Mapping
360-degree feedback 140
Allied Signals 133
American Compensation Association
(ACA) 57
American Telephone and Telegraph
Company (AT&T) 129, 133
assessment centres 128, 129, 130,
131
Aventis 134
behaviour examples 68
behavioural description interview
(BDI) 95
behavioural event interview (BEI)
93–104
benchmarking 102
candidate’s career history 97
conduct-focus 98
customer interviews 99
employee interviews 100
focus groups 101
supervisor interviews 101
supplier interviews 99
best practice principles 141
business environmental
imperatives 5
‘casually related’ 10
Citibank 133
commitment of employees 144
commitment, lack of 146
competence 8, 9, 15, 16, 17
and competency, interface
between 8
can do/will do chart 17, 18
distinctive competence 14
input process output model 16
competencies 3–19, 30, 69, 70
behavioural ratings 163
categorization of 12, 82
central and surface
competencies 11
command and control
hierarchy 18
competency process 17
concept 57
core competencies 4, 13, 24
differentiating 12
for competitive advantage 13
history 15
identification of 127
management centric views 18
myths 15
prediction of human
performance 19
rating and ranking 36
requirements of customization 8
scientific management 18
threshold competencies 12
with definitions and ratings
62–63
workplace competencies 13
Index Index Index Index Index
Index 225
competency
assessment process 46, 139
dimensions 131, 133, 134–36
customized exercises 138
grid for ratings 137
non-exercise material 139
framework 82–126
information 82, 105–8
management system 15
mapping model 127
competency model 20, 24, 127,
147,176–188
definitions for scores 201
ego gratification results 146
established models 104
financial authority 125
for Hindustan Petroleum
Corporation Ltd (HPCL)
201
Hindustan Sanitaryware & Indus-
tries Ltd (HSIL) 194
HRM systems 25
key results areas (KRAs)
123–24
people responsibilities 125
performance criteria 156,
158–63
primary interactions 126
primary responsibility 120
reporting structure 122
resistance and recommendations
147–49
third-party model 105
competency models 20–54, 37, 43,
48, 49, 75, 85
360-degree assessment 51, 52
action plan 39
and applications 46
and human resource
management 71
assessments validation 44,
50, 53
behaviours and skills 78
bottoms-in-seats assessment 50
business needs 37
certification programmes 84, 87
communication to
employees 54
contingency plan 40
customer feedback 86
determinants of success 48
development of 37, 42–54
documentation 85–91
framework for bosses/
coaches 79
generic competency model 49
implementation goals and
standards 39
industry research 86
motivational bias 52
performance assessment 40
quality programmes 87
regulations 87
self-assessment 51
time frame 45
training and development
78, 79
value addition 47
vendor information 86
vision and mission statement of
organization 84
competency pyramid model 23
competency-based human resources
(HR) applications 55–81
competency-based performance
appraisal system 79, 80
competency-based selection
process 26, 28, 75
competency-based succession
planning system 80, 81
competency-based training and
development system 78
competition 4
competitive activities 3
competitive edge 20
226 The Handbook of Competency Mapping
core motive 11
criterion-referenced 10
critical incident technique (CIT) 95
feedback process 26, 67
general leadership model 164, 165,
166, 167, 168, 169, 170, 171
generic competency dictionary
153–63
generic competency model for
leadership role 164–75
good management 14
Gujarat Heavy Chemicals Ltd
(GHCL) 206, 207, 208, 209
Hindustan Petroleum Corporation
Ltd (HPCL) 195, 196–98,
199, 200, 201, 203–4, 205
Hindustan Sanitaryware & Indus-
tries Ltd 194–96
HLL 134
human resource (HR) processes and
organizational strategies 21
human resource (HR) executive
184, 185, 186
human resource (HR) functions 71
human resource (HR) head
business acumen 177
change leadership 180
communication 179
competency model 177
human resources expertise 180
impact and influence 179
internal customer orientation
179
personal effectiveness 179
relationship building and
networking 178
results orientation 178
strategic thinking 175
team leadership and development
178
human resource (HR) manager 180
business knowledge 182
communication 183
competency model 181
flexibility 184
impact and influence 183
internal customer 181
job knowledge 182
personal effectiveness 184
problem solving 184
relationship building 181
results orientation 183
teamwork 182
human resource (HR) competence
audit 58, 59–61
HR knowledge 59
HR skills 60
interview process 77
personal attitude and
values 60
succession planning 72–74
trainable competencies 77
human resource (HR) functions 7
human resource (HR) strategy 5,
6, 7, 131
human resource, competency model
176–87
iceberg model 11
implementation process styles 140
Industrial Society survey in UK
130
ITC 133
Johnson & Johnson 133
Lancaster model of managerial
competencies 31–35
Index 227
leadership assessment matrix
174–75
leadership assessment questions
172–74
leadership competency model for
automobile industry 187–209
management responsibility
114–17
Maruti Udyog Ltd 36, 38
measurement, analysis and
improvement 117
Motorola 133
Office of Strategic Studies 129
organizational chart 110
performance appraisal 118–19
performance management 64
personal competency framework
29, 31, 36
personality inventories 142
personnel development resources
91, 92
Pfizer 134
process documentation 87–90
productivity maximization 26
project advocacy 144
projection techniques 143
quality management system 112,
113, 114
Roffey Park Management Institute
survey 130
sales competencies deserved by
customers 103
selection interview 63-64, 65-66
sequence of operation for
production, sample 111
skill competencies 11
stakeholders 145
strategies 3
strategy formulation 14
surface knowledge 11
Tata Steel 133
trait competencies 11, 16
transcultural managerial
competencies 35
‘underlying characteristic’ 10
War Office Selection Boards
(WOSB) 128
228 The Handbook of Competency Mapping
About the Author About the Author About the Author About the Author About the Author
Seema Sanghi is a well-known consultant and trainer with over
21 years of experience in the field of organizational behaviour and
psychometric assessment. Recipient of the Mother Teresa Award,
three gold medals and numerous merit scholarships, she is at present
Director and Senior Professor (Organisational Behaviour and Human
Resources) at FORE School of Management, New Delhi. She obtained
her doctorate in Organizational Psychology from the University of
Rajasthan.
Professor Sanghi has developed and published over 80
psychometric tests and a number of research publications. She is an
expert in the development of tools, competency mapping, assessment
centres, personality profiling and organizational surveys. She has
undertaken major consultancy assignments for both the public and
private sectors. She has also organized management development
programmes in customer care, team building, managerial
effectiveness, leadership, communication, mentoring and other soft
skills. Her recent research has been in the areas of cross-cultural
management and ethical issues. She has also published The Handbook
of Competency Mapping: Understanding, Designing and Implementing
Competency Models in Organizations (2004) and the best-selling
Organizational Behaviour (2005) along with Stephens Robbins has
been appreciated by the former president Dr A.P.J. Abdul Kalam.

The Handbook of Competency Mapping

The Handbook
of

Competency Mapping
Understanding, Designing and Implementing Competency Models in Organizations Second Edition

Seema Sanghi

Copyright © Seema Sanghi, 2007 All rights reserved. No part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage or retrieval system, without permission in writing from the publisher. First published in 2007 by Response Books Business books from SAGE B 1/I1, Mohan Cooperative Industrial Area Mathura Road New Delhi 110 044 Sage Publications Inc 2455 Teller Road Thousand Oaks, California 91320 Sage Publications Ltd 1 Oliver’s Yard, 55 City Road London EC1Y 1SP Sage Publications Asia-Pacific Pte Ltd 33 Pekin Street #02-01 Far East Square Singapore 048763 Published by Vivek Mehra for Sage Publications India Pvt Ltd, typeset in 10.5/12.6 pt CG Times by Innovative Processors, New Delhi, and printed at Chaman Enterprises, New Delhi. Library of Congress Cataloging-in-Publication Data Sanghi, Seema, 1961– The handbook of competency mapping: understanding, designing and implementing competency models in organizations/Seema Sanghi.—2nd ed. p. cm. Includes bibliographical references and index. 1. Core competencies. 2. Organizational effectiveness. 3. Strategic planning. 4. Management. 5. Employees—Training of. I. Title. HD30.28.S266 658.4’012—dc22 2007 2007040868

ISBN: 978-0-7619-3598-8 (Pb)

978-81-7829-761-3 (India-Pb)

The Sage Team: Leela Kirloskar, Koel Mishra, and Rajib Chatterjee

Prateek and Sakshi .To. Pradeep.

.

Contents List of Tables List of Figures List of Boxes Preface Acknowledgements PART ONE Chapter One: Introduction to Competency What is Competency? 8 Competencies for Competitive Advantage 13 xiii xv xvii xix xxi 3 Myths about Competency 15 A Quick Glance at the History of Competency 18 Chapter Two: Developing Competency Models Hiring the Best Available People 25 Productivity Maximization 26 Enhancing the 360-degree Feedback Process 26 Adapting to Change 26 Aligning Behaviour with Organizational Strategies and Values 27 20 Various Models 28 Development of the Personal Competency Framework 29 The Personal Competency Framework 29 The Lancaster Model of Managerial Competencies 31 Level One 33 Level Two 33 Level Three 34 Transcultural Managerial Competencies 35 Personal Competency Framework—Maruti Udyog Ltd 36 Planning to Develop a Competency Model 37 .

viii The Handbook of Competency Mapping Chapter Three: Issues Related to Developing Competency Models Is the Organization Serious about it? 42 What is the Goal—Quality or Excellence? 43 Is the Development Effort Periodic or Continuous? 44 Is the Assessment a Continuous Process or is it a One-time Endeavour? 44 Are the Competencies Reflecting Current Activities or Future Activities? 45 What should be the Time Frame for the Project? 45 How will the Organization Use the Results? 46 What is the Value Addition for the Organization? 47 What is the Value Addition for Employees? 47 How will the Determinants of Success be Measured? 48 What are the Desired Outcomes? 48 Who is the Owner of the Process? 49 Who All will be Targeted? 49 Who All will be Involved in Development? 50 Who will be Assessed and by Whom? 50 How to Validate the Assessments? 53 How will the Competency Project be Communicated to the Employees? 54 Chapter Four: Competency-based Application Position Requirement 57 Analysis 61 HR Competence Audit 58 42 55 Position Fulfilment 61 Performance Management 64 Promotion 71 Competency Models Can Enhance HRM Systems 71 Benefits of Using a Competency-based Selection System 75 Benefits of Using a Competency-based Training and Development System 78 Benefits of a Competency-based Performance Appraisal System 79 Benefits of Using a Competency-based Succession Planning System 80 Chapter Five: Formation of a Competency Framework Sources of Competency Information 82 82 .

Contents ix Position Documentation 85 Process Documentation 87 Existing Documentation 90 Personnel Development Resources 91 Interviews 92 Behavioural Event Interview 93 Behavioural Description Interview (BDI) 95 Behavioural Event Interviewing Methodology 96 Teams 101 Benchmarking 102 Third-party Models 105 Established Models 104 Management Directed 104 Case in Point—One 109 Template 1: Organization Chart—Functional Heads 110 Template 2: Sequence of Operation for Production of XYZ 111 Template 3: Quality Management System—General Requirements 112 Template 4: Quality Management System—Documentation Requirements 112 Template 5: Quality Management System—Quality Manual 113 Template 6: Quality Management System—Control of Documents 113 Template 7: Quality Management System—Control of Records 114 Template 8: Management Responsibility—Management Commitment 114 Template 9: Management Responsibility—Customer Focus 115 Template 10: Management Responsibility—Quality Objectives 115 Template 11: Management Responsibility—Responsibility and Authority 116 Template 12: Measurement. Analysis and Improvement— Monitoring and Measurement 117 Template 13: Performance Appraisal 118 Case in Point—Two 120 Unique Role 120 Primary Responsibility 120 Reporting Structure 122 Key Results Areas (KRAs) 123 People Responsibilities 125 Financial Authority 125 Primary Interactions—Internal 126 Primary Interactions— External 126 .

x The Handbook of Competency Mapping Chapter Six: Competency Mapping and Assessment Centres How were the People Assessed Earlier 128 A History of Assessment Centre 128 Assessment Centre in the UK 128 Assessment Centre in the USA 129 The Use of Assessment Centres in the Industry 130 127 Types of Exercises 134 Off-the-shelf Exercises 136 Customized Exercises 138 External Centre 138 Non-exercise Material 139 Ratings by Self and Others 139 360-degree Feedback 140 Best Practice 141 Tests and Inventories 142 Projective Techniques 143 Chapter Seven: Resistance and Recommendations Advocate the Project Effectively 144 Identify the Key Stakeholders and the Expected Levels of Support 145 Categorize Your Stakeholder 145 Stakeholders’ Map 145 Reasons for Lack of Commitment 146 Resistance and Recommendations: Why and How? 147 144 PART TWO Chapter Eight: Generic Competency Dictionary Generic Competency Dictionary 153 Adaptability 153 Ambition 153 Analytical Reasoning 153 Appraisal 153 Compliance 154 Decisiveness 154 Delegating 154 Developing Others 154 Empathy 154 Entrepreneurialism 154 Fact Finding 154 Flexibility 154 Following Through 155 Independence 155 Influencing 155 Initiative/Creativity 155 Innovation 155 Integrity 155 Interpersonal Sensitivity 155 Intuition 155 Learning Ability 156 Listening 156 Negotiating 156 Numerical Reasoning 156 Oral Communication 156 Performance Orientation 156 Personal Impact 156 Political and Organizational Awareness 156 Prioritizing 157 Resilience 157 Risk Taking 157 Self-awareness 157 Self-confidence 157 Sociability 157 Strategic Planning 157 Teamwork 157 Tenacity 158 Time Management 158 Troubleshooting 158 153 .

Contents xi Vision 158 Vitality 158 Scale of Competencies 161 Written Communication 158 Rating/ Chapter Nine: Generic Competency Model for Leadership Role in any Organization Competency Clusters for General Leadership Model 164 Thinking Capabilities 165 Leadership Effectiveness 167 Self-management 169 Social Awareness 171 164 Leadership Assessment Questions 172 Leadership Assessment Matrix 174 Chapter Ten: Competency Model for HR Human Resource Head 176 Strategic Thinking 177 Business Acumen 177 Relationship Building and Networking 178 Team Leadership and Development 178 Results Orientation 178 Impact and Influence 179 Communication 179 Personal Effectiveness 179 Internal Customer Orientation 180 Human Resource Expertise 180 Change Leadership 180 176 Human Resource Manager 181 Internal Customer 181 Relationship Building 182 Job Knowledge 182 Knowledge of Government and Clients’ Business 182 Teamwork 183 Results Orientation 183 Impact and Influence 183 Problem Solving 184 Communication 184 Personal Effectiveness 184 Flexibility 185 Human Resource Executive 185 Internal Customer 186 Human Resource Expertise 186 Teamwork 186 Results Orientation 187 Communication 187 Personal Effectiveness 187 Chapter Eleven: Leadership Competency Model for Automobile Industry Leadership Competency Model 189 Visioning 190 Direction and Goal Setting 190 Judgement 191 Holistic View 191 Business and Customer Focus 191 Inspiring Leadership 192 Learning from Experience 192 Drive to Improve 193 189 .

xii The Handbook of Competency Mapping Networking 193 Partnership 193 Team working 194 People Development 194 Experiential Sharing Case in Point—One: Hindustan Sanitaryware & Industries Ltd.—An Experience 194 Case in Point—Two: HPCL— An Experience 196 Case in Point—Three: GHCL—An Experience 206 Competency Model 208 Glossary of Terms References Index About the Author 211 221 224 228 .

1 Environmental Imperatives Core Competencies vs.1 4.List of Tables 1.4 4.1 2.1 6.2 2.3 4.6 5.2 4.5 4.6 4.2 8.2 2.3 2.1 8.1 5. Workplace Competencies Competency Model for Sales Associates The 45 Competencies Performance Rating Scale Importance Rating Scale Average Rating and Ranking of Various Competencies Competencies for Maruti Udyog Ltd Durations of Competency-based HR Applications How Competency-based HR Applications Focus Behaviour HR Competence Audit Competencies with Definitions and Ratings Selection Interview Questions 360-degree Feedback Questionnaire Sales Competencies Deserved by Customers Sources of Competency Information Grid of Competency Dimensions by Exercises/Tools A Grid of Ratings Generic Competency Dictionary Behavioural Ratings of Various Competencies— An Example Competency Model for Regional Manager 5 13 22 30 31 31 36 38 55 56 59 62 63 67 103 105 132 137 158 163 197 .1 1.2 6.4 2.2 11.5 2.

.

9 2.7 1.2 1.3 4.3 1.List of Figures 1.4 1.1 2.6 1.1 5.5 1.1 HR Becoming a More Strategic Function Strategy Linked Action Plan The Interface between Competence and Competency The Iceberg Model Central and Surface Competencies What are Competencies? Competency Management System Input Process Output Model Can Do/Will Do Evaluation Chart Linking HR Processes to Organizational Strategy Competency Pyramid Model The Lancaster (Burgoyne) Model of Managerial Competencies Competency-based HR Applications Aims of BEI Purpose of BEI Competency Mapping Model 6 7 8 11 11 12 15 16 17 21 23 32 58 94 95 127 .2 6.2 2.8 1.1 1.1 5.

.

2 10.2 4.2 11.3 11.1 10.4 11.6 9.5 4.1 11.List of Boxes 4.3 4.1 4.3 11.1 10.5 Interview Rating Form Behaviour Examples Competencies with a Range of Observable Behaviour on a 5-point Scale Succession Planning Candidate Evaluation Form Succession Planning Format of Competency-based Application Generic Competency Model for Leadership Role Competency Model for HR Head Competency Model for HR Manager Competency Model for HR Executive Leadership Competency Model for Automobile Industry Competency Model—HPCL Competency Profile—HPCL Individual Development Plan Form Competency Model—GHCL 65 68 69 72 74 76 165 177 181 186 189 201 202 203 208 .4 4.

.

most of the public and private-sector organizations are striving to implement it. The purpose was to write a book which will serve as a guide for both the management and managers striving to develop a competency framework and map competencies and experiential sharing through case studies. It is designed to help the management and executives in an organization understand the complexities and dynamics of competency models and related decision making. the next step is to understand the ‘what’. Management of change . which is primarily to develop the capacity to act. and bring performance improvement in the workplace.Preface FTER having devoted a couple of years to the study of competency mapping and consultancy. It will also help management students understand the application and know-how of competency mapping. Once this is developed. and design competency models. implement. the idea to work on this handbook was born. Though few organizations have a competencybased human resource system. I observed that both management and managers are keen to develop a competency framework in their organization but have little or no idea of what needs to be done. The text focuses on how to develop and map competencies. Thus. I also realized that they are keen to do so but are apprehensive about the current available paradigms. At first it is important to understand what competencies are all about. It will help managers to design and implement the appropriate competency framework. ‘why’ and ‘how’ of developing competency models. A How Does Someone Use This Book? Part One of the book is divided into seven chapters. Borrowing the available models might not be very effective—sooner or later one’s own model has to be developed.

which is the outcome of research and consultancy assignments taken during the first edition. These need to be integrated with the human resource system. A glossary of Jobs Task Analysis will be helpful in job analysis. The special feature of this new edition is Part Two. will be very helpful for all reader in corporate. individual reports of competency mapping and potential mapping. business strategy. Hindustan Petroleum Corporation Limited (HPCL) and Gujarat Heavy Chemicals Limited (GHCL). which is one of the most important tasks in developing competency models. Chapter Four is supported by two cases in point with templates. environmental imperatives and the changing role of HR as a strategic partner has been added. resistance is bound to occur and thus the recommendations given in Chapter Seven will be helpful in the course of implementation. thereby leading to the formation of a customized HR strategy. Seema Sanghi . USA and in the industry. wherein various possible sources of information have been provided. HR and Competency Model for the automobile industry will give an insight to the user while developing a customized model for their organization. widening the horizon with an understanding of business. In the first year. one of a manufacturing organization and another of telecommunication. Chapter Six has further elaboration on assessment centres in the UK. Once the strategic issues are dealt with. In This Edition In Chapter One. The Generic Competency Models for Leadership.xx The Handbook of Competency Mapping is complex and therefore comprehending the dynamic issues related to developing a competency framework is necessary. academic and consultancy sectors. But how should it be done and what needs to be done? This is explained in Chapter Five. The live examples of Hindustan Sanitaryware Industries Limited (HSIL). along with the respective models. show-casing the kind of information that may be available in an organization. This book discusses various competency frameworks to help understand these issues. Most of the chapters are illustrated with figures and tables along with examples for better understanding. The next step is to map these competencies in an assessment centre. the formation of a competency framework is the next action.

readers specially from the corporate sector wanted me to share my experience with various organizations for deeper insight into the subject. I also acknowledge my staff whose diligent efforts made this work possible. however. I can say that no individual possesses all the competencies required to write a book on competencies. this work is an attempt to comprehensively address the issues in and around competency mapping.Acknowledgements AVING worked on this book. However. I am grateful to my readers and corporate managers. I owe special gratitude to my husband. direct and indirect contributions of several individuals stand out. The first edition was very well accepted. Seema Sanghi H . In the development of this text. Pradeep and our children. Prateek and Sakshi. Finally. whose patience and support was instrumental in accomplishing this task. who gave me feedback from time to time and helped me come out with this edition. I would like to acknowledge the efforts of the team at Response Books who were involved in publishing this book.

.

Introduction to Competency 1 PART ONE .

2 The Handbook of Competency Mapping .

There has been much thinking about business strategy over the last three decades. What are the reasons and the forces behind this? A . What are strategies? According to Jauch and Glucck (1984) ‘Strategy is a unified. In today’s competitive world it is becoming particularly important to build on the competitive activities of business. a mechanism is devised to devote the resources to it in the competitive environment. The strategy may have been developed explicitly through a planning process or it may have evolved through the activities of the various functional departments of the firm. The term would be five. whether explicit or implicit. but today it has shrunk to a year or two. 10. It is designed to ensure that the basic objectives of the enterprise are achieved through proper execution by the organization.Introduction to Competency 3 CHAPTER ONE Introduction to Competency T the heart of any successful activity lies a competence or a skill.’ There was a time when an organization had a long-term and short-term strategy. 15 years. a formal planning cycle.’ According to Porter (1982) ‘Every firm competing in an industry has a competitive strategy. particularly regarding what competencies a business needs to have in order to compete in a specific environment. comprehensive and integrated plan that relates the strategic advantages of the firm to the challenges of the environment. Human Resource Development (HRD) builds competency-based models that drive business results. Businesses have strategies. Top management has been identifying corporate core competencies and has been working to establish them throughout the organization.

Organizations. . To share the results and commitments openly with the employees. that possess inherent strengths that are core competencies. To assign clarity and understanding in accountability for better results. diversity in work roles and job demands.4 The Handbook of Competency Mapping Realities are changing fast. are likely to have an edge over others. Performance management systems for decision-making and not just compilation of data. Combine the competency-based interventions into the perspective. Competition is to maximize the arena for sharing future opportunities. standards and fast changing process? The answer to all these is in building competencies for an organizational future. Effective internal and external communications for successful performance measurement. they have become too preoccupied with their competitors for existing markets. varying capabilities. Instead of seeking to create new markets where managers can occupy the competitive advantage by simply being the first ones to get there. and management system. stretched out targets. The issues to be addressed are: Is it possible to fit neatly the future opportunities within the existing SBU boundaries? Is it possible to spread across a number of business units. rewards and recognition. competencies needed to access the new opportunities? What is the investment and time required to build the required competencies? Is it possible to bring together and harmonize widely disparate technologies. Organizations need: A conceptual framework for performance measurement. Performance measurement to be linked for compensation.

linking the HR process to the mission and goals of an organization and HR functions emerging as a cost or a profit centre. allocation of human resources for the right fit. Table 1. Strategies can only be effectively implemented if organizations have a competent force of employees.1: Environmental Imperatives Impact of globalization Business has taken ownership for performance Regulatory mechanisms and converging industries Increased sensitivity to shareholder values Demand side and competition New models of business growth Fast changing technologies Communication channels IT services and IT enabled services Value-based management Growth opportunities Increased operational efficiency and effectiveness with technology support On and off shore delivery from/to third world economies Focus on competency building HR strategy is derived from the corporate objectives. the HR has also evolved and has a more strategic function than ever before (Fig. more competent employees. During the past decades. 1. In any business strategy. . Managers know that their success lies in effective management of HR.1). Organizations have realized the need and importance of human beings as an asset.Introduction to Competency 5 Today the business environmental imperatives have made business dynamic (Table 1. An efficient HR strategy will give direction and bring in change in an orderly fashion. goals and broad competitive strategies adopted by an organization. This will include retention. major business changes affecting human resources.1). change and conflict resolution. As the environmental imperatives are playing an important role in redefining the role of HR the challenge of tuning with the environment is increasing. people are more critical than the plan.

6 The Handbook of Competency Mapping Fig.1: HR Becoming a More Strategic Function . 1.

Fig. 1. 1.2).Introduction to Competency 7 The HR strategy will evolve around building the HR vision and objectives.2: Strategy Linked Action Plan HR functions today are facing challenges never faced before: The areas where the rules of competition are yet to be written are unstructured. . leading to an action plan through effective and optimal utilization of organizational resources integrated with business processes in order to provide a competitive edge to the organization (see Fig.

of all sizes. Attaching value to capabilities. The decisions of competency design are driven by a number of organizational factors.8 The Handbook of Competency Mapping Senior management has a different way of thinking about the strategy. since every organization must integrate competency concepts into its own job design. The process is completely customizable. development and succession processes. These factors vary from one organization to another. Customization is essential to the overall success of competency efforts. Some have truly worked the concept into several of their processes. 1. 1.3: The Interface between Competence and Competency . one describes what people can Competence Skill-based Standard attained What is measured Competency Behaviour-based Manner of behaviour How the standard is achieved Fig. A few have a fully implemented competency modelling and reporting system in place. In other words. however. ‘competence’ means a skill and the standard of performance reached. recruitment. These address the development of people from process design through succession. Risk is involved in managing the realization of value. business needs. designing and implementing competency model projects. including management philosophy. hiring orientation. requiring a customized approach to competencies in the workplace. However. customer requirements.3. Most organizations. while ‘competency’ refers to the behaviour by which it is achieved. and in-place processes. as shown in Fig. are still struggling with defining. What is Competency? Is ‘competence’ and competency the same? Some dictionaries may present them interchangeably. All organizations are talking about competencies. quite a few organizations are still striving to build a competency model and implement it.

Competency also embodies the capacity to transfer skills and abilities from one area to another. gives two different meanings—competences and competencies are not the same. Knowledge—reading (one understands the meaning of driving a car) 2. This goes along with our promise that competency is a characteristic of a person. Therefore there is an interface between the two.e. The driving test analogy is useful to understand learning and development at three separate levels. Competencies must lead to effective performance. Competency thus refers to behaviour.. differentiating success from merely doing the job.Introduction to Competency 9 do while the other focuses on how they do it. This means that the performance of a person with competency must be significantly better than that of a person without it. Skill—practising (one is shown how to drive a car and is allowed to practise in a non-traffic area) 3. The plural of each word. i. the competent application of a skill is likely to make one act in a competent manner and vice versa. 1. competency must be demonstrated and hence must be observable. therefore. Competency also embodies the capacity to transfer skills and abilities from one area to another. It must not be inferred or extrapolated. while competencies refers to the behaviour adopted in competent performance.’ An analysis of the definition reveals: Competencies are the characteristics of a manager. Competence—applying (one exhibits an ability to drive in traffic) There are various definitions of competency but most of them refer to competence. Competencies lead to the demonstration of skills and abilities. Hogg (1993) defined competency as ‘competencies are the characteristics of a manager that lead to the demonstration of skills and abilities. A sales person may be able to deliver his sales pitch flawlessly but may be tongue-tied . Competences refers to the range of skills which are satisfactorily performed. Therefore. which result in effective performance within an occupational area.

An ‘underlying characteristic’ means the competence is a fairly deep and enduring part of a person’s personality and can predict behaviour in a wide variety of situations and job tasks.10 The Handbook of Competency Mapping elsewhere. Motives ‘drive. as measured on a specific criterion or standard. Motives—The things a person consistently thinks about or wants and that which causes action. He lacks the competency of communication. values or self-image. ‘Criterion-referenced’ means that the competency actually predicts who does something well or poorly. . This dispels the need to differentiate between generic and functional competencies since this part of the definition excludes functional competence. Self-concept—A person’s attitudes. Knowledge—Information a person has in specific content areas. Another relevant definition. skills and attitudes that affects a major part of one’s job (a role or responsibility). widely accepted among human resources specialists in the corporate environments. is ‘an underlying characteristic of a person which results in effective and/or superior performance on the job’ (Klemp 1980). that can be measured against well-accepted standards and that can be improved via training and development’ (Parry 1996). Skill—The ability to perform a certain physical or mental task. is ‘a cluster of related knowledge. that correlates with performance on the job. ‘Casually related’ means that it causes or predicts behaviour and performance. Spencer and Spencer (1993) in their work Competence at Work have defined competency as ‘an underlying characteristic of an individual that is casually related to criterion-referenced effecting and/or superior performance in a job situation’. direct or select’ behaviour towards certain actions or goals and away from others. A more detailed definition synthesized from the suggestions of several hundred experts in human resources development who attended a conference on the subject of competencies in Johannesburg in 1995. Traits—Physical characteristics and consistent responses to situations or information. which is associated with a particular job. Thus competencies cannot be restricted to a single job alone but the person must be able to carry them along. There are five types of competency characteristics.

Self-concept. it is most cost effective to select these characteristics. These are Visible Hidden Fig.4: The Iceberg Model Fig. knowledge and skill competencies tend to be visible and relatively ‘on the surface’ characteristics of people. ‘deeper’ and central to personality. Surface knowledge and skill competencies (Fig. 1.4. areas of knowledge. 1. trait and motive competencies are more hidden.5: Central and Surface Competencies . training is the most effective way to secure these employee abilities.5) are relatively easy to develop. Competencies can be defined as skills. attitudes and abilities that distinguish high performers. 1. 1.Introduction to Competency 11 As illustrated in Fig. Core motive and trait competencies at the base of the personality iceberg are more difficult to assess and develop.

Only some competencies can predict performance. Differentiating competencies—These factors distinguish superior from average performers.6: What are Competencies? Competencies are components of a job which are reflected in behaviour that are observable in a workplace. However. the common denomination is ‘observable behaviour’ in the workplace. There are various definitions with little difference in them. personal suitability behaviour and impact on performance at work.12 The Handbook of Competency Mapping characteristics that may not be easily observable but rather exist ‘under the surface’—behavioural questions can help draw out examples of these competencies (see Fig. abilities. The criteria of competency are superior performance and effective performance. Fig. aptitudes. . skills. The common elements most frequently mentioned are knowledge. Threshold competencies—These are the essential characteristics that everyone in the job needs to be minimally effective. Thus competencies can be divided into two categories.6). 1. 1. but this does not distinguish superior from average performers.

the past determines the present. Selgnick said that an organization’s developmental history results in . in his book Leadership in Administration. Workplace competencies focus on individuals instead of the organization. develop and manage organizational core competencies that drive large enterprise critical projects. ‘Competence’ on the other hand means the condition or state of being competent. In essence in the field of business activity. Workplace Competencies Core Scope Purpose Participant(s) Tasks Competencies Organization Strategic Business unit Processes Global Workplace Individual Tactical Worker Activities Position Competencies for Competitive Advantage Philips Selgnick. Therefore. and they vary by job positions versus enterprise endeavours. ‘core competencies transcend any single business event within the organization’. Thus there is an enormous amount of work to set up organization-wide competency-based applications.2: Core Competencies vs. was one of the first writers to acknowledge that factors internal to an organization. such as its personnel and its previous experiences. The difference between the core and workplace competencies is given in Table 1. organizations have to identify. There may be core competencies that appear in every competency model position. most workplace competencies are typically specific to the position. Table 1.K. are crucial to its chances of success in executing a chosen policy. The unit of measure is people rather than the business.2. ‘Competent’ is when a person is qualified to perform to a requisite standard of the processes of a job. Prahalad (1994) in their book Competing for the Future wrote. Certain projects are so massive and persuasive that no individual can possess the competencies required to see them through to completion.Introduction to Competency 13 Gary Hamel and C.

a grid of competencies. It proved impossible to adapt worker attitudes away from their historical commitment to quality and craftsmanship. instead they should build capabilities and then encourage the development of plans for using this as an opportunity. The competence mapped should be linked to the corporate strategy. He advised managers not to develop plans and then seek capabilities. The new venture failed because the history and culture of the organization did not match with the new task. Igor Ansoff in his book Corporate Strategy advocated that managers compile a comprehensive checklist of their firm’s skills and resources. Strategy formulation and opportunity surveillance are useless exercises unless the company has the internal abilities to execute its decision. . He questioned whether managers should decide on a strategy before deciding on the means of implementing that strategy.14 The Handbook of Competency Mapping its having special limitations and capabilities—a character or emergent institutional pattern that decisively affects the competence of an organization to frame and execute derived policies. Competence. Thus a distinctive competence in one area—quality craftsmanship—may amount to a distinctive incompetence in another sector which adequately has lowcost production. or at least possesses the chance of developing the required capabilities. mapping competencies is most important and has to be related to the corporate strategy. that is. Similar grids were to be compiled on competitors already operating in a given market. However. Management was obliged to relocate the speedboat production and recruit a separate workforce. For instance the management of a boat-building firm specializing in high quality craftsmanship decided to expand into mass production of low-cost speedboats. This document became a permanent reference guide for future strategy decisions and could be used in assessing the likely success of diversification. both generic and specific. Robert Hayes (1985) criticized what he called the ends-ways-means approach to strategy planning. Whether it is corporate strategy or internal competencies. He called the peculiar character of an organization its distinctive competence. The art of good management is the ability to make a practical assessment of an organization’s suitability to its task or strategy. plays an important role in the success of an organization.

Those lacking competencies can make up for a lot of shortcomings with exceptionally hard work. in relation to performance. Competence has to be there but it cannot guarantee results. is the result of the actual work. Competency measurement should not be confused with performance measurement. As shown in Fig.7: Competency Management System . may end up doing a poor job of both competency assessment and performance management which is detrimental to the entire organization. competencies are an organization’s most important resources because they are valuable. The organizations. Myths about Competency Competence is not performance but is a state of being. Organizations can capitalize on this resource—managers. a qualification to perform. can make decisions about how to exploit them and also learn how to expand them. It is. Workers cannot perform to standards without competencies. Competencies are all about being qualified to do the work in a particular position. after identifying them.Introduction to Competency 15 More often than not. But competencies cannot guarantee that workers will perform adequately. 1. on the other hand. it is critical to keep a competency management system separate from a performance management system. 1. Fig. extremely competent workers may fail on the job due to a variety of personal or environmental factors.7. by mixing them up. A blend of these two activities may cause confusion and eventually disaster. Performance. nor can its absence always predict failure. a necessary but not sufficient condition. Sometimes. rare and difficult to initiate.

16 The Handbook of Competency Mapping

Competence is not process input—The classic four M’s of Total Quality Management as shown in Fig. 1.8, have nothing to do with a worker’s qualification to do a job. They are resources that are used to complete the process. Herein, manpower denotes the number of people required to perform the process, not their capabilities; materials, methods and machinery are part of the process as designed. These are resources used by the people to complete the process. Thus they are tools, not competence.

Fig. 1.8: Input Process Output Model

Competence is not process output—Outputs are the business results of a process. They are productive outcomes of competent workers. Results are not competencies. Process results are just one of the many measures of competence. It is easy to mistake outputs for competence because competence is closely related to output. But these are cause and effect relationships, not equilencies. Competence is not a trait—A trait is a distinguishing characteristic of personality. Personality traits are formed at an early age and it is believed that certain elements of personality may be genetically determined. Even with the help of a trained therapist it is hard to change personality. Traits end up being what someone brings to the job. Once people are on the job, typical development activities have little chance of changing personality. It is said ‘hire for traits, train for skills and fire for attitudes’. Traits are attributes such as kind, obedient, reverent, timid, thrifty and courteous. However, traits that have creeped into the competency model are openness, team oriented, empathy, achievement oriented, problem solving, etc. Each competency should be defined by what it means. Competency projects deal with performance issues only. Consequently, traits have no place in a competency model.

Introduction to Competency 17

Competence is not capability or ability—Capability is a workplace capacity. It connotes potential future performance. Ability is a reflection of talent, of being able to perform. Neither of them guarantees performance. One may have sales ability, administrative ability, one may be capable of taking independent action or capable of resolving problems on his/her own. The competency process should consider not what workers can potentially do or what talents they could have, if they choose to use them, but what workers actually need, to be qualified to do. Thus capabilities and abilities are not part of the model. Competence is not a motivational attitude—Motivational attitudes are integral to the personality of a worker, such as aggression, self-confidence, decisiveness, ambition, commitment. Do not make the mistake of including motivational elements while defining competence. A popular performance analysis tool that allows this approach is the Can Do/Will Do chart (see Fig. 1.9). ‘Can do’ refers to the employees’ qualification to do the job. ‘Will do’ refers to the employees’ motivation to perform as given by Kenneth Carlton Cooper (2000). This results in four possible alternatives as shown in Fig. 1.9.
Cannot Do Train Job in Jeopardy Can Do Motivate Counsel Will Do

Won’t Do

Fig. 1.9: Can Do/Will Do Evaluation Chart

Can Do/Will Do. This is the ideal situation. The employee is fully qualified and is doing the job as designed. Cannot Do/Will Do. Here, the employee is putting in the effort, but is not getting the results (skills problem). Can Do/Won’t Do—Here the employee possesses the competencies to do the work but does not complete work processes as designed (a motivational problem).

18 The Handbook of Competency Mapping

Cannot Do/Won’t Do—This employee has deficiencies in both skills and motivation. A decision has to be made regarding the development/counselling resources required versus the expected success of the effort. The result may well be a job-in-jeopardy situation. The ‘Can Do-Can’t Do’ dimension of this model is certainly within the purview of a competence effort. But the ‘Will Do-Won’t Do’ dimension is not competency based. It is a matter of motivational attitude. Attitudes cannot be developed, only counselled. Therefore, they cannot be part of a definition of competence.

History A Quick Glance at the Histor y of Competency
In the last century business has come full circle in its attitude towards workplace competencies. In the beginning of the 20th century, work brought complex skills to the job. Typical business processes required specific competencies for the task at hand. These competencies could be acquired only through years of on-the-job learning and practise. Then came the era of scientific management where Frederick Taylor’s and Henry Ford’s use of assembly line shifted competencies from workers to time-and-motion study. Complexity was minimized and efficiency was maximized with the philosophy and in a depression economy, employees had little value. Process expertise left little scope for training. If the worker could not handle the monotony— boredom, physical strain—a large number of applicants were available to fill openings. Later, in mid-century, World War II enforced managementcentric views where officers gave orders to subordinates who obeyed the commands without questions. Thus somebody had to run things and only those in command were assumed to have the information, perspective and abilities to make decisions. After the war they still lived under a command and control hierarchy. The task broken into smaller tasks, was done by specialists. In the post-war decade the demand was unparalleled and competition was little. The turnaround came when in the early 1960s. McClelland

Introduction to Competency 19

wrote a landmark article in the American Psychologist asserting that IQ and personality tests that were then in common use, were predictors of competency. He felt that companies should hire based upon competencies rather than IQ scores only. Later McClelland, founder of McBer, a consulting company, was asked by the US Foreign Service (USIA) to develop new methods that could predict human performance. The objective was to eliminate the potential biases of traditional intelligence and aptitude testing. This was the beginning of the field of competence measurement. The next step was for competency concepts to find their way into mainstream business practices. McClelland (1973) began by asking the USIA’s personnel director and some top managers, for the names of their most outstanding employees. He also asked for the names of people whose jobs were secure but who were in no way outstanding. To differentiate between the two groups, McClelland and his colleague asked 50 people to describe three incidents where they felt they had outstanding performance and where they felt they had really messed up. To establish a clear picture minute details were asked for—what was said, what was done, when and where it all happened, who else was there and so on. These detailed descriptions enabled them to find out a pattern of what competencies the outstanding performers had demonstrated which others had not. Many of the skills that the panel of experts had identified as crucial to job performance turned out to be irrelevant to the everyday duties of the people interviewed by McClelland. In order to validate the conclusions about which competencies were necessary, McClelland tested them on another group of officers who had been identified as outstanding and a group who fell into the mediocre category. Using psychological tests for the key competencies, he found that the officers identified as outstanding consistently performed very well on such tests, whereas those rated mediocre performed poorly. Thus it was clear that the key competencies identified were indeed relevant to job performance.

20 The Handbook of Competency Mapping

CHAPTER TWO

Developing Competency Models
HE key to gaining a competitive edge is the ability of the workforce of an organization to maximize the advantages of state-of-the-art technology, superior products, and steady source of capital to enter into the marketplace. A company’s technological tools are only as useful as its employer’s ability to employ them; they are perceived in terms of how effectively the benefits are communicated (McLagan 1989). Determining whether the workforce possesses the abilities critical for its success is indeed difficult. Behaviours necessary for effective performance vary from business to business and role to role. Many organizations have thus developed competency models to help them identify the essential knowledge, skills and attributes needed for successful performance in a job aligned with the strategy and integrating it to the HR strategy (see Fig. 2.1). A competency model describes the combination of knowledge, skills and characteristics needed to effectively perform a role in an organization and is used as a human resource tool for selection, training and development, appraisal and succession planning. Identifying and mapping these competencies is rather complex. Skills can range from highly concrete proficiencies like the ability to operate a particular machine or to write a sentence, to far less tangible capabilities such as the ability to think strategically or to influence others. See, for example, a competency model for sales associates in an organization (Table 2.1).

T

Developing Competency Models 21 Fig. knowledge of various languages. the same criteria for hiring people.1). as required for effective performance. It had an objective: To integrate into the company’s selection system on the job. A job needs both. clarifying the characteristics required to succeed in the job. The focus was to increase productivity and check turnover. It needed a rapid increase in the number of sales associates. 2. depending upon the degree of concreteness.1: Linking HR Processes to Organizational Strategy A banking company launched a new scheme of private banking and realized that for its growth it had to develop its sales force. It was incorporated into the performance management system to ensure that sales people would receive coaching and feedback on the behaviours and skills that had strong correlation to success on the job. Thus a sales competency model was developed (Table 2. or complex matters like do you understand the transcultural issues when operating in the Middle East. or the European financial market. Knowledge can be either highly tangible and measurable—do you know how to create web pages. . The sales force was needed not only to sell the new product but also address high turnover in field offices and wide variance in sales effectiveness among officers.

relating benefits to product features. Competitiveness Desire to win and to achieve and surpass goals. distinguishing symptoms from causes. Self-sufficiency Ability to work independently and maintain one’s motivation. handling objectives and closing.22 The Handbook of Competency Mapping Table 2. analyze and draw conclusions from members. alertness and learning capacity. High Emotional Stamina Ability to maintain focus and effectiveness under stressful and frustrating situations. Ability Mental Ability Ability to deal with multiple issues and details. computer contacts and relevant economic data. Problem-solving Skills Anticipating problem-inviting ideas. Divergent Thinking Ability to see and think beyond the obvious and formulate original solutions. Computer Literacy Basic computer skills for application to marketing programmes. High Energy Level Ability to establish and maintain a fast pace and tempo. Knowledge Financial Analysis Understanding the financial impact of decisions on the customer. as well as other crucial aspects of the business. Competitive Environment Knowledge of competitive force and how the company stacks up against competitors and their products.) . the customer’s satisfaction and the company. (contd. including prospects list. Product Knowledge Expertise related to company’s product and services. Skills Basic Selling Skills Establishing rapport. determining customer needs. modifying proposals and implementing solutions. Quantitative Reasoning Ability to reason with.1: Competency Model for Sales Associates Personality Assertiveness Ability to take command during face-to-face situations while displaying appropriate tact and diplomacy.

simplifying information. Attributes or characteristics of the person are most complex and most difficult to measure.Developing Competency Models 23 Table 2. A competency model includes both innate and acquired aspects. articulate delivery of ideas.2) built on the foundation of inherent talents. read group cues. Traits such as extroversion. It is essentially a pyramid (see Fig. 2.2: Competency Pyramid Model . reasons and inclination suggests a potential to acquire a particular skill or knowledge. self-sufficiency and tenacity may indicate a disposition for dealing with certain types of situations or performing certain roles. Coaching/Training Skills Assessing learning needs and closing knowledge gaps. ensuring understanding. effectively use vital aids and maintain a commanding presence.) Presentation Skills Ability to communicate to large and small groups.1 (contd. establish rapport with the group. At the top of the pyramid is a specific set of behaviours that are the manifestation of all innate and acquired abilities. reinforcing desired behaviour and motivating the learner. 2. Fig. incorporating the types of skills and knowledge that can be acquired through learning effort and experience. Aptitude.

but the behaviour relating to those competencies can still vary widely from one organization to another. Depending upon the objectives. Although the innate characteristics are fixed in a person for the most part. keep the following in mind: Certain competencies as customer focus might be generic across several organizations. . coaching and other developmental approaches. ‘Core competencies’ refer to behaviours illustrated by all levels of the workforce rather than a business’s unique strengths as they are sometimes understood. questionnaires or focus groups—focuses on concrete specific behaviour that can be taught or altered through training.24 The Handbook of Competency Mapping For a competency model to be useful as a human resource tool: Competencies must be defined along with examples to illustrate when a particular competency is being demonstrated. etc. analysing buying patterns to ensure availability of products. For example. etc. behaviours can be modified and taught. no matter what their level or role. Regional Manager When developing a competency model. some models are meant to identify the core competencies that are relevant and necessary to all members of an organization. Resolving customer problems by coordinating cross-organizational resources. Thus the data collection process for the development of competency models—which may consist of interviews. The observation of outstanding performers helps in validating the behaviour stated in the model. using polite service representative language. when a core competency customer focus is to be demonstrated it would be: Entry-level Customer Answering a telephone call by the third ring. accurately describing the way these individuals carry out work.

What business needs are addressed in the competency models? What skills.Developing Competency Models 25 Within the same organization two management jobs may present very different challenges and require very different skills. reward and possible advancement. It focuses on the same set of attributes and skills relevant to success on the positions under consideration. Performance Management Appraisal System Further. offering a road map for recognition. the competency model should be developed with a specific role in mind. It focuses on specific behaviour. a competency model helps in ensuring that consistent standards are applied worldwide in a global company. based on very high quality research. Thus even the best off-the-shelf generic competency model. knowledge and characteristics are required to do the job? What behaviour has the most direct impact on performance and success in the job? The HRM systems are ensured by a competency model: Selection Systems Training and Development Succession Planning All interviews are looking for the same set of abilities and characteristics. Available Hiring the Best Available People Competency models are a highly useful tool to make sure that human resource systems facilitate and support a company’s strategic . It provides a list of behaviours and skills that must be developed to maintain satisfactory levels of performance. In order to be as useful as possible. will be more effective if it has been customized. It clarifies what is expected from the individuals.

for example. It involves a collection of perceptions about an individual’s behaviour and its impact on bosses. At the decision level. It increases the likelihood of placing the right people into the right jobs. encouraging both the business and the individual to focus on whatever will have the greatest impact. Robert Joy of Colgate explains that his company tracks the success of the competency-based selection process by looking at the number of high potential employees in each business unit.26 The Handbook of Competency Mapping objectives. competency models help to ensure that the training and development budget will be spent wisely. subordinates as well as internal and external customers. we look at succession planning to see how many of the people we have hired fall into the high potential box’ (McIlvaine 1998). Competency models help to ensure that such feedback relates specifically to the competencies crucial to individual or organizational success. Competency models also allow for the development of appraisal systems that evaluate people on their use of behaviours and practices that directly contribute to competitiveness. general agents of a life insurance company are responsible for managing the overall operation . Adapting to Change Competency models provide a tool for determining exactly what skills are required to meet the different needs of the present and the probable needs of the future. By identifying relevant skill gaps. ‘We track our global high potentials. Productivity Maximization To maintain the same or higher productivity. if we have hired x number of people. According to Joy. appraisal and compensation purposes. knowledge and characteristics required to be effective. the process has succeeded in helping the organization locate top talent worldwide. it is essential that people have the specific skills. Enhancing the 360-degree Feedback Process The 360-degree Feedback Process is being increasingly used in organizations for development. For example. colleagues. we track them on the basis of how well they are performing.

a competencybased appraisal system helps to distinguish individuals with the characteristics that are required to build and maintain an organization’s values (teamwork. It could also ascertain the training needs of the current general agents by identifying their skill gaps and deciding which of those gaps ought to be addressed immediately to ensure high performance. There are various developed models that are used as a basis for selection. identifying top performers and finding out what they do. With increased competition the focus shifted to strategic marketing. promotion and other issues related to human resources. 2. the company could begin to adjust its selection criteria to reflect the changing demands of the role. In this way competency models can translate general messages about needed strategy and culture change into specifics. respect for individual innovation or initiative) from those who do not exhibit the behaviours that will support these values. the company realized that the job was very different from what it had been five years earlier. Consequently. . Over the years many different methods of developing competency models have evolved but all of them follow McClelland’s lead of determining what leads to superior performance. There are two principles that are followed in these models: 1. Focus on what they do to perform the given role. training. Focus on the superior performers without making an assumption. territory development and building leadership teams. For example.Developing Competency Models 27 of the agency. Aligning Behaviour with Organizational Strategies and Values Values A competency model can be an effective way of communicating to the workforce the values of the senior management and what people should focus on in their own behaviour. The company was concerned that the people it was selecting to fill the agent’s role might not be able to meet the challenges of the changing business environment. By using a competency model to determine what behaviours the general agents were now required to perform.

commitment and buy-in . The final product must have immediate practical application. As we see. but also behaviours that may be important in the future (Linkage. Customized Generic Model Method—Organizations use a tentative list of competencies that are identified internally to aid in their selection of a generic model and then validate it with the input of outstanding and average performers (ibid. such as an organization’s products. Modified Job Competence Assessment Method—This also identifies such behavioural differences. there are several approaches with solid underpinnings from which to choose. Generic Model Overlay Method—Organizations purchase an off-the-shelf generic competency model for a specific role or function (ibid.).). Accelerated Competency Systems Method—This places the focus on the competencies that specifically support the production of output. but to reduce costs.). services or information (ibid. The process used to develop a model must be straightforward and easy to implement. 1997). Inc. Systems Method—This demands reflecting on not only what exemplary performers do now. interviewees provide a written account of critical incidents (ibid. Flexible Job Competency Model Method—This seeks to identify the competencies that will be required to perform effectively under different conditions in the future (ibid.).). or what they do overall.28 The Handbook of Competency Mapping Various Models Job Competence Assessment Method—This is developed using interviews and observations of outstanding and average performers to determine the competencies that differentiate between them in critical incidents (Dubois 1993).

It consists of 45 competencies as shown in Tables 2. 2. The feedback gathered from the personal discussions in the workshop and additional competencies elicited the PCF. Much of the extensive research which underpins the Personal Competence Framework (PCF) was conducted on those managers. Barclays. British Gas and Smiths Industries. The development process should include a step to ensure that the behaviours described in the model correlate with effectiveness on the job. It was originally used as a questionnaire for the first stage of the job analysis process.3. Development of the Personal Competency Framework In 1986 the first version of the Job Competences Survey (JCS) was produced in the fields of assessment centres and management competencies in the 1970s and 1980s (Dulewicz and Fletcher 1982.3 and 2. specific scales are employed. It consists of 45 competencies under six main headings as shown in Table 2. for identifying competencies of senior and middle managers in large companies such as Shell International.4. This framework was the basis for developing a generic competency model for Maruti Udyog Ltd.2. When rating the appraisees against these competencies. Fletcher and Dulewicz 1984). .2. The JCS was first conducted in 1988 during the general and senior management courses in the executive development workshop at Hevley Management College.Developing Competency Models 29 for those who will be expected to implement or change their behaviour based on it. The Personal Competency Framework The Personal Competency Framework stems from the findings of the JCS. The scale used by all raters for assessing performance is shown in Table 2.

Motivating Others 36. Adaptability 14. Tenacity 44. Impact 32. Numerical Interpretation 4. Written Communication 23. Problem Analysis 22. Concern for Excellence 43. Integrity 16. Critical Faculty 17. Energy 30 The Handbook of Competency Mapping 5.2: The 45 Competencies Communication 21. Leading 42. Stress Tolerance 40. Developing Others 37. Perspective 18. Technical Expertise . Negotiating 13. Planning 8. Ascendancy 31. Independence 3. Organizational Awareness 10. Judgement 15. Organizing Intellectual Personal Interpersonal Leadership Result Oriented 38. Persuasiveness 28. Risk Taking 39. Appraising 33. Listening 24. Change Oriented 9. Business Sense 41. Decisiveness 1. Self-management 20. Learning Oriented 12. Customeroriented 7. Sensitivity 29. Creativity 35. Oral Presentation 30. Flexibility 34. Detail Consciousness 19. Resilience 6. Initiative 45. Reading 27. Information Collection 2.Table 2. Empowering 26. External Awareness 11. Oral Expression 25.

The employer uses this scale for a second time when rating the importance of each competency for the level or type of job the appraisee is likely to hold in three years’ time. The Lancaster Model of Managerial Competencies The Lancaster Model of Managerial Competencies is a universal management competency framework. 4 Very good performance on this competency. overall performance of the job. meets requirements. 1 This behaviour is not relevant to overall successful performance. 3 Quite acceptable performance on this competency. developed by Burgoyne and Stuart (1976) and first published in Personnel Review. A major development need. 3 This behaviour is relevant but not important to the overall successful performance. 2 Performance on this competency is not quite up to acceptable standards. better than acceptable standards. Table 2.4. 0 Unable to rate this competency. . 4 This behaviour is definitely important to successful performance overall. used with permission of authors.3: Performance Rating Scale 5 Outstanding performance on this competency far exceeds acceptable standards. 2 This behaviour is of highly marginal relevance to the overall successful performance.4: Importance Rating Scale 5 This behaviour is of vital importance to a successful. A development need. The scale used by the appraisee and employer for rating importance is shown in Table 2. 1 Performance on this competency fails to meet acceptable standards.Developing Competency Models 31 Table 2.

2.3. as shown in Fig. and comprises of two kinds of basic knowledge and information a manager may need to use in decision making and action taking. Fig. 2. .3: The Lancaster (Burgoyne) Model of Managerial Competencies Source: Burgoyne and Stuart (1976). The first level forms the foundation level.32 The Handbook of Competency Mapping The 11 qualities separated into three groups. used with permission of the authors. represent three different levels.

management techniques.and long-term goals. Competence Two: Relevant Professional Knowledge This includes knowledge of a specification such as legislation. organizing and controlling. sources of finance or knowledge of basic background management principles including planning. product knowledge. Competence Three: Social Skills and Abilities Burgoyne and Stuart (1976) describe interpersonal skills as ‘one of the key features of the manager’s job’. As a result. Competence Two: Analytical. Problem-solving and Decision-making Skills A manager must make many decisions—sometimes these can be made using logical. Consequently. and the roles and relationships between various departments. At other times it means using the ability to weigh the pros and cons in what is a very uncertain or ambiguous situation.Developing Competency Models 33 Level One Competence One: Command of Basic Facts This competency states that a successful manager should understand the business and have a sound knowledge of basic facts surrounding the business such as short. Two Level Two Competence One: Continuing Sensitivity to Events This means the manager is aware of what is going on and is perceptive and open to information: hard information such as figures and facts and soft information such as feelings of other people. a successful manager is able to respond in a suitable manner to situations as they arise. A successful manager . optimizing techniques. calling for a high level of judgement or even intuition. the manager must develop judgement-making skills. The second category comprises specific skills and attributes that directly affect behaviour and performance.

This competence also includes abilities such as dedication and commitment. but whilst making such a response. Burgoyne and Stuart (1976) talk about being resilient in coping with this stress. and to have the insight to take up useful ideas—either your own ideas or ideas from another source. Level Three Competence One: Creativity This is the ability to come up with unique ideas or solutions. Competence Four: Emotional Resilience This is the ability to deal with the emotional stress and strain that arises as a consequence of working in situations of authority. we don’t get thick skinned and insensitive but manage to cope by maintaining self-control and by “giving” to some extent. persuading.’ Competence Five: Proactivity or Inclination to Respond Purposefully to Events At times managers must respond to the needs of the instant situation. The authors have called this third category ‘meta-qualities’ because ‘they allow the manager to develop the situation-specific skills needed in particular circumstances’ (Burgoyne and Stuart 1976). leadership. power. the successful manager considers the longer-term aims and goals and the impact of the immediate decision. having a sense of mission and taking responsibility.34 The Handbook of Competency Mapping needs to develop a range of skills such as communicating. . all of which are essential to interpersonal activities. They explain: ‘Resilient means. The third category consists of qualities that allow a manager to develop and deploy the skills and resources outlined in the second category. targets and deadlines. negotiating. delegating. using and responding to authority and power. that when feeling stressed. resolving conflict.

’ explain Burgoyne and Stuart (1976). discovery from one’s personal experiences and reflection. Transcultural Managerial Competencies The Managerial Competency Mapping Test has been developed to map competencies. Competence Five: Self-knowledge The final competence concerns the extent to which managers are aware of their own beliefs. The respondents were asked to rate how important and relevant the competencies included in both Burgoyne’s and Trompennar’s frameworks have been in their development as transcultural managers. The study was conducted on 308 managers of UK as well as those of Asian origin based in France. a process of analysing and reorganizing pre-existing experiences.5 shows the average rating and ranking of various competencies. Spain. Another study was conducted with the objective of redefining and ranking competencies to reflect the current business environment. Germany. to think about several things at once. This model was used during the selection of candidates for the management course. to understand the whole situation quickly and to ‘think on one’s feet’.’ explain Burgoyne and Stuart (1976). . ‘The successful manager therefore needs skills of introspection. behaviour and the part they play in influencing their actions. goals. England and India.Developing Competency Models 35 Competence Two: Mental Agility This competence is concerned with being able to grasp problems quickly. Such managers have the ability to use a range of learning processes including use of inputs like teaching. ‘Given the hectic nature of managerial work these are particularly necessary qualities for success. feelings. values. exhibit independence as learners rather than depending on an authority figure capable of abstract thinking. Table 2. Competence Three: Balanced Learning Habits and Skills Successful managers according to Burgoyne et al.

5 7.1 6. value and respect for cultural differences emerged as elite competencies that were deemed to be vital to achieving transcultural management excellence by current transcultural managers.36 The Handbook of Competency Mapping Table 2. communitarianism Understanding how status is accorded Mental agility Command of basic facts Creativity Balanced learning habits and skills Proactively and purposefully responding to events A desire to reconcile different perspectives into a new and more effective style 15 Self-knowledge 16 Reconciling how people relate to nature 17 Integrating the values of rule making and exception finding Continuing sensitivity to events. along with the author as the consultant and .4 8. problem-solving and decision-making skills Comprehending emotional expression Relevant professional knowledge Emotional resilience Reconciling individualism vs.8 6.6 Continuing sensitivity to events Social skills and abilities Awareness of cultural differences Understanding the importance of relationships Value and respect for cultural differences Analytical.5: Average Rating and Ranking of Various Competencies Rank Competency 1 2 3 4 5 6 6 7 8 8 9 10 11 11 12 13 14 Average Rating 9.4 7.7 8. awareness of cultural differences. The project team included key position holders in Maruti in the human resources department.6 7.05 6.5 6. understanding the importance of relationships.6 7.8 6.2 8.7 6. social skills and abilities.1 7. Personal Competency Framework—Maruti Udyog Ltd The Personal Competency Framework was used to identify genuine competencies for various levels for Maruti Udyog Ltd.4 7.8 5.0 7.0 5.8 8.

Planning to Develop a Competency Model Like any other development work. Also. it will help the efforts of all participants to remain focused on the objective. then starting from scratch is an appropriate approach. it may add to selection. compensation. There can be two general approaches: Starting from scratch Starting with a validated competency model If the objective is to develop a model for any job. functions or business units will we target? What method will we use to develop the model? Who will carry out the work? (a) It is important to identify the business need or needs that are to be addressed. Here.6). 1. It should also address issues of attracting top talent. ensuring that skills are available to meet the future challenges. This will help in ensuring the continuous support for the project. The following were identified as competencies for various levels (see Table 2. training and development. (b) The objective and scope of the model needs to be focused on the targeted jobs. Determine the objectives and scope—Why are we doing it? What jobs. data has to be internally collected from interviews with incumbent and informed . it is essential to determine the method for developing the competency model. succession planning. performance appraisal. functions or business units. A competency model is most meaningful if it provides behavioural examples of identified competencies. function or role in the organization. aligning cross-organizational teams to get products to the market faster and also aligning people’s behaviour with organizational values and strategy. Second. increase productivity or instil a specific company value.Developing Competency Models 37 team leader. etc. (c) While determining the objective and scope. retaining key employees. a foundation has to be laid in order to develop a model.

Table 2.6: Competencies for Maruti Udyog Ltd Level 10 Level 13 Managers IDPM Competencies Competencies Stress tolerance Change oriented Written communication Listening Persuasiveness Ascendancy Negotiating Organizing Empowering Appraising Motivating others Leading Risk taking Business sense Concern for others Initiative Customer-oriented Level 11 Competencies Information collection Problem analysis Numerical interpretation Creativity Planning Perspective Adaptability Independence Written communication Initiative Energy Customer oriented Competencies Competencies 38 The Handbook of Competency Mapping Information collection Problem analysis Judgement Organizational awareness Learning oriented Adaptability Independence Listening Sensitivity Flexibility Decisiveness Energy Tenacity Initiative Information collection Problem analysis Judgement Organizational awareness Learning oriented Adaptability Independence Listening Sensitivity Flexibility Decisiveness Energy Tenacity Initiative Stress tolerance Change oriented Written communication Listening Persuasiveness Ascendancy Negotiating Organizing Empowering Appraising Motivating others Developing others Leading Risk taking Business sense Concern for excellence Initiative Customer-oriented .

and deliverables into tasks and . Clarify implementation goals and standards—What is the intended result of the project? How will we know when we have achieved it? To provide direction to the project the goal should be expressed in terms of performance or output. thus saving time. 2. quantity and timing. An action plan is essential—What are the tasks that are involved? Who is responsible for carrying them out? When must they be completed? What are the resources that are required? An action plan is essential to manage the workload. An action plan should comprise of action steps broken into work that needs to be done. it focuses on role. Another integral part is to identify the possible problems and be ready with a contingency plan to address those issues. This data must then be analysed to identify the competencies that are significant to effective performance. realistic. 3. consistent with the available resources and the organization’s policies and procedures. focus groups and through on-the-job observations. measurable and should have a deadline.and company-specific competencies. challenging. Though this is time consuming. The goal should be specific. This should include a set of standards to identify what actions must be taken to meet them. To develop an excellent model. But such a generic model may not be role or company specific. the implementation standards should address quality.Developing Competency Models 39 observers. key stakeholders. (d) The project of developing a model should be assigned to a team of five to nine people depending upon the scope. review and monitor the progress of the project and communicate it to the team members. Another approach is when organizations use a validated model as the starting point instead of extensive interviews and observations of incumbents on the job. one or two individuals with experience and practice in competency model development and a visible sponsor who can act as its advocate within the organization. attainable. It is best suited for managerial and leadership roles that cut across functions and positions. The team should comprise of individuals who are responsible for implementing and using the model.

mediocres and those who fall below expectations. power and political resources. one must prioritize the listed potential problems that are most likely to arise in the implementation. Identification of individual performance against established performance criteria—What does successful performance on the job look like? What job outputs or results will be examined? Against whose performance will the findings be tested? The identification of individuals at various performance levels is necessary when developing a model. The quality of the performance criteria . people. It helps reduce the likelihood of the project being stalled or derailed. Certain problems are predictable and others are not. and draw up a list of contingency actions. This exercise would help in changing or modifying the course of action if needed. determine the probability of each and the seriousness of its impact. schedule specifying the set start. and requirement of resources including equipment. Other alternative methods can be performance appraisals. ratings of effectiveness from direct reports and colleagues and inputs from a panel of judges. completion dates and various milestones. Outgoing communication on the progress of the project is vital for its success. money. and provide people outside the project team with step-by-step information about the development process. resistance and skill. raising questions on what could go wrong where. an interviewing and observation pool has to be created in order to identify superior performers. The problems that arise may be related to time and changed priorities. assign accountability for these preventive measures. Advance planning for likely impediments will lessen their impact and minimize the impact of any unforeseen event. Once the performance criteria are agreed upon. accountabilities for carrying out each step. While developing a contingency plan.40 The Handbook of Competency Mapping activities. influence of stakeholders. 4. and be ready with a contingency plan. etc. There is thus a need to review each step and plan as a whole. First there is a need to determine the successful performance related to job output or results and then to differentiate the behaviour of successful performers from that of those who are less effective.

However. if for reasons beyond control. Caution: It is essential to understand the business need which drives the project and identify the key success factors.Developing Competency Models 41 is very important because that would serve as the foundation for many steps and ultimately indicate the success of the model. Therefore the application of the model should not lose focus midstream. the objectives are changed during the development of the competency model it would mean compromising with the usefulness of the model itself. ensuring that the people whose competencies have been identified have actually demonstrated these by successful performance. The competency model should reflect the unique aspects of the position in a given organization and not be developed in a vacuum. .

pros and cons. Most of the organizations have to simply go for it because it is a mandatory requirement to seek ISO certifications or any other national/state quality certification/award. alternatives. Following the problem-solving approach to decision making. It is an old saying that ‘power lies not with those who have all the answers but with those who have the questions’. To achieve ultimate effectiveness it is necessary to address all the issues. There should be adequate brainstorming while generating alternatives. a host of questions occur—the problem is that there is no right or wrong answer. a number of questions arise. While building competency-based models. the competency model project is sure to be doomed. Facts need to be gathered in order to establish the problem. even the alternative which appears to be insignificant may emerge as the action plan. Once the objective is clear. These alternatives are to be evaluated against the various chosen criteria for the action plan to emerge. Sometimes. the next step is to generate alternatives. Decision making has to be linked with the short-term and long-term objectives.42 The Handbook of Competency Mapping CHAPTER THREE Issues Related to Developing Competency Models W HENEVER a new thing is decided to be introduced. If the employers . Is the Organization Serious about it? Until there is total commitment. it is of utmost importance to find out what the problem is.

the purpose of what they want to achieve is defeated. Organizations where total commitment from top to bottom is not there. If the goal is quality.Issues Related to Developing Competency Models 43 understand that an ISO certification is necessary to retain certain customers or attract new customers. It is assumed that they possess the minimum competencies. quality is conformance to requirements. It requires comparison. Competency is seen as a potential tool but developing the model is difficult in most cases. the process should be stopped. it would be necessary to compare the relative competence between . Excellence is a relative term. while excellence is designed. What is the Goal—Quality or Excellence? The question is what is the organization trying to accomplish? Is it striving for quality or excellence or both? Quality and excellence are two different terms. All efforts of top management to take decisions will fail without their buy-in. When individuals take actions that are different from what they want to do. to put it simply. it means individuals will be assessed on whether they meet the established standards. if they vary from department to department. and if they neither see the benefits nor have the culture to support the competency philosophy. Hence when evaluating for excellence. benefits have to be communicated adopting the various methods from top to bottom. Organizations may have a collection of worthwhile projects which are killed by the managers and supervisors who are supposed to execute them. Competency-based applications must be universal in the organization. individuals will be assessed on their competence levels based on a continuous evaluation scale. or that the quality award will help in marketing products or services. Quality is an absolute state—in the control of total quality management. doing things according to standards. If the goal is to achieve excellence. The methods of personal decisions should be uniform. So it can be said that quality is built in. Leadership must have a vision to drive the process and the potential to complete it. the acceptance is complete. from the top to the bottom of the hierarchy. organizations may put themselves in a legal risk. it is being better than others.

a batch assessment process must be completed. either the change can be slowed down to keep the models up to date or the change will be driven by customer demands and competitive processes which has its own pace because it is not in the control of the organization. the assessment and reporting of the group is done at once. the competencies would have changed little over the years. competency assessment and reporting can be completed over the intranet within the organization at any time for all positions. Every change generates new job titles and/or processes requiring adjustment or changes in the position of competency models. the management must be willing to provide sufficient development resources periodically and for continuous development it must link development efforts to planned changes or changes that have been anticipated in the near future. But in most organizations. It is important to ensure that the development efforts. job responsibilities and personnel assignments are in a constant state of flux. The administration of an assessment is also a major factor. Computerization. Nowadays. are really genuine. voluntary . depends upon the expert application designer. work activities. Is the Assessment a Continuous Process or is it a One-time Endeavour? Should the assessment be periodic or on demand? The determining factor is when the assessment is scheduled. Traditionally. Forms are distributed and collected. a continuous assessment application can be created.44 The Handbook of Competency Mapping two employees in addition to measuring their competence against the standards scale. If it is being continuously monitored. Where continuous modelling is required. It is continuously updated with the individual assessment results. If the environment is stable. If the annual assessment plan is decided for the entire year. Effor fort Is the Development Effort Periodic or Continuous? The decision depends upon the environment and the industry. however. To do so. responses are collected and recorded. whether periodic or continuous.

it can become a massive impediment to change. lies in the accuracy of the model and validity of the assessment tool/instrument. Initially.Issues Related to Developing Competency Models 45 or mandatory assessment process and the maturity of a competency assessment model. Continuous quality improvement or re-engineering the process are continuously evaluated and incrementally improved by the organization or it results in temporary periods of radical change. If the processes are broken. The question that arises is: who is sufficiently qualified to assess employees on something they are not yet doing? How would the standards be set? How do new processes drive competency needs and how do available employee competencies drive process options? How does one develop. continuous change can be monitored periodically but if the processes are locked. to start with it is useful to have a batch approach. Are the Competencies Reflecting Current Activities or Future Activities? The issue is deciding whether the model reflects what the situation is or what it should be. a competency model has a classic start and completion date. competency is a successive application and the relative mature state can be reached only with stable processes. the more valid is the sample study. The value of assessment. Existing appraisal systems should cover the experiment. But actually. feel that like any other activity. The larger the group. irrespective of the approach. Every individual is assessed at once. identify and assess anticipated competencies for new processes? The quality improvement team and the competency project team should form a team to analyse relatively stable processes and accept the continuous responsibility of the model. This creates a significant challenge in developing a competency model. because of inexperience. Time What should be the Time Frame for the Project? Usually the management and managers. the stress should be on . and group results are immediately available for validation. In the first year.

Competency assessment will rank the employees. gradually when the model matures it may be integrated.46 The Handbook of Competency Mapping the development of the model and initial assessment. A comparative assessment of the current year and previous year helps in new development activities and creates needs that are to be utilized. even if it is used only for development purposes. The higher the level of trust between the management and employees. Leadership questions how to make use of it in alignment with the organization’s strategy. The focus here is on the maintenance rather than development. The competency assessment process should be kept separate from the performance management process. As long as the competency assessment process is linked to human resource applications. the higher would be the willingness to be candid and accurate in assessment. indicate future needs. The results may be used for downsizing. How will the Organization Use the Results? Competency models and their application usually create a certain fear and scepticism. until the desired results are obtained. . In some cases there might be immediate benefits in the first year. employees will always be sceptical. promotions or selections. The second year should show a refinement in the model and assessment. The management of change is not easy. The employees’ perception is to raise questions regarding the interests of the management. but dissatisfaction is also a possibility and weaker areas need to be addressed. By the third year it should reach a certain level of maturity. The managers will then have more familiarity with the process through growth in the comfort level. as the trust level would be much higher. Thus it is very important to keep them separate. determine whether positive business results were generated or raise skills that target learning and development activities. etc. There is a need to make the commitment stay on for multiple rounds. with improved results. The end result will be used for the development of the employees to succeed or be used as a punitive measure. If the attitude is ‘this is yet another innovation of human resources which shall meet its fate … the effort shall be doomed’. The management or employees’ competency effort is an illusion.

. Improved recruitment and selection processes. Determine competencies for the jobs that an employee aspires for. is the classic question. Overall organizational performance by capturing market share. Requirement of quality certification programme for staying in business. Rationalizing personnel decisions by promoting truly qualified employees and allowing others to take advantage of set standards to become qualified. Better performance and the dropping of unnecessary development activities by focusing on the need of the job. The message has to be reinforced by repeating that the management really means it. Increase in competency levels and improved working conditions. innovation. Enhancing organization’s stature and competitive position. improved customer service. Value What is the Value Addition for Employees? If the message is communicated that the management ‘really means it’. Clarity of processes. thus benefiting both the individual and the organization. decrease in time to market and better decisions.Issues Related to Developing Competency Models 47 Value What is the Value Addition for the Organization? What the organization desires. improved efficiency. There may be various desired outcomes. Knowledge about where employees meet required qualifications. results are positively going to add value for the employees. Right people in the right jobs internally. skills and knowledge required to meet the established standards. Developing people in time and according to the needs. thus not wasting time in unnecessary development activities.

Position standards for each competency and for each job. All this requires measurement of current performance at the time of starting the project than at the time of implementation. Judgements can be based on how the project compares with the benchmark experiences of other organizations. what should be included and what needs to be stopped. Measurement instruments/jobs to determine levels of competency. the team should establish what and how much was done other than effectiveness. The determinants of business results like reduction in turnover costs. profitability. What are the Desired Outcomes? The desired outcomes can be the following deliverables: Competency Model—Generic competency model for the organization as a whole along with a specific competency model for specific positions. customer satisfaction. faster time to market. If it is training.48 The Handbook of Competency Mapping More opportunities in the form of new positions and available promotions with the growth of the organization. . etc. decrease in programming errors. Shift from formerly subjective personnel process to management by fact. There can be an internal quality implementation member versus an external quality certified lead auditor to identify what went well. Availability of information to determine job qualifications and to fill in employees’ gaps. Determinants How will the Determinants of Success be Measured? It is most important to measure the determinants of success if it has to be managed.

Whosoever is responsible for the project will have the authority to own the process. Training calendar. Is this the responsibility of HR? Ideally. Training need analysis by identifying the gaps observed and adding them to the course schedule. Commitment from the leader with efforts to enthusiastically support the managers. the process can be started from a single department but ideally the following needs to be present: Scope to develop competency models for jobs at various levels representing different kinds of work activities. . Career development plan.Issues Related to Developing Competency Models 49 Gaps identified between employee’s competence and position standards. which cannot be a substitute for individual positions. There are logical conditions for ownership. Linking results with the enrolment database and with position curriculum. it should involve individuals from various departments excluding those whose appraisal will be adversely affected by the outcomes of the project. The owner should be centrally located with the experiences of HR process and training. The focus should be on highlighting what the organization wants to be able to do. Who is the Owner of the Process? Every process should be owned by somebody who is responsible for the overall success and continuous enhancement. Who All will be Targeted? Targeted? A generic competency model comprises core competencies which are not too specific. supervisors and frontline employees. Line managers and workers are essential in creating and evaluating competencies and assessment instruments. Therefore to being with.

The modules should be standardized along with the methods. The team should be able to perform job analysis. depending upon qualified professionals and hired consultants or they can be outsourced. They should have the background for interviewing. and develop tools and instruments for assessment. The team can be from within. This method of assessment has a minimal level of functionality and reliability. . questionnaire development and statistical analysis. Bottoms-in-seats Assessment—This is a curriculum-based assessment wherein training curricula are developed by position. There is no substitute for knowledge and skill. Employees present in the training are measured for the competence. survey. Who will be Assessed and by Whom? For any assessment. A competency model should be developed for relatively structured job positions and duties rather than for a department that has extremely complex interdependent jobs. Who All will be Involved in Development? All the stakeholders and at least one person who is not affected by the process should be involved in the development of the model. the basic requirement is the validity and reliability of the assessment instruments. However. A realistic team would consist of members from within along with a professional consultant. Are the instruments valid to measure the competencies needed to drive the desired business results? Are they reliable to accurately capture the competency levels of employees? There are various methods of assessment. The pilot programme should aim to establish organizational processes on competencies.50 The Handbook of Competency Mapping Departments/Divisions with a positive and healthy climate and without any hidden agenda or leadership dysfunctions would be ideal for the project. it does not ensure any level of competence. indicating who is assessed and by whom.

Team synergy makes better decisions than individuals. skills and personal characteristics) is a vital foundation upon which an individual can build and develop himself/herself. They may either overestimate their competencies or underestimate their competencies. Difference between self-assessment and team assessment can be readily measured. or else there will be a problem of consistency. peers and customers. subordinates. Another major problem is the perceptional bias. employees may be reluctant to report the assessment accurately because of a motivational bias. This is welcomed as employees best know their needs. This is more likely to happen when the assessment is linked to promotion opportunities. the results are derailed. Some individuals cannot judge themselves accurately. Feedback on personal competencies (abilities. It is assumed that employees possess the knowledge and ability to assess themselves. varying from superior employees to not-sosuperior employees. performance is appraised by superiors. Individuals may not have the experience to rate themselves on various competencies in the overall organizational perspective. The question that arises is whether employees are qualified to assess themselves. In either situation. it is not very reliable. But for organizations aiming at quality certification. Understanding of each and every word is essential for both generic and specific competency models. . As the assessment will be linked to HR processes. This is a better gauge of an individual’s competence.Issues Related to Developing Competency Models 51 Self-assessment—One of the classical methods is self-rating on the competencies by administering assessment instruments. Some salient features of the 360-degree Assessment are: Team approach eliminates blind spots on the basis of selfassessment. 360-degree Assessment—This refers to round-the-circle complete feedback. In spite of being a convenient and intuitive method. if the individuals were qualified to assess themselves there would be no need of any certification. Each one would rate themselves depending upon their own understanding.

Therefore. Some of the more critical potential stumbling blocks are listed below. group analysis is more valid. shooting anonymous shots. vendettas and vindictiveness is a major concern. the question of validity arises. A number of common constraints or problems have been documented in research regarding the use of the 360-degree appraisal in numerous organizations around the world (refer to Clifford and Bennett 1997). This calls for a clash of personal interests. Subordinates. If not monitored and managed carefully and continuously. There is a reluctance on the part of the appraisee to invite peers and subordinates to give ratings. The wrong instrument has been chosen for the appraisee’s job.52 The Handbook of Competency Mapping Self-analysis is useful. the concern about the qualification of employees to assess competencies is multiplied. The possibility of reprisals. They do not really assess competencies but is an indication of how satisfied he or she is with the co-worker on various competencies. Appraisees feel threatened by the process and results (33 per cent of the 800 organizations surveyed in a study identified this as the main obstacle). However. he/she may become a battle zone. Problems may arise if: The purpose of the process is not clearly communicated and understood by the appraisee. What is the level of interaction between the co-workers? Have they actually done the job? Do they have an understanding of the process? Are they trained to assess? Are they internally consistent in their own ratings and also externally consistent with other respondents in assessing individual co-workers for various positions? The problem of motivational bias arises because the co-workers who are assessing may be competitors for upcoming promotions. peers and even superiors may have less knowledge about the jobs of others. Difference between self-perception and group perception can be compared. Perceptual biases are reflected in assessing co-workers. .

To check the accuracy. However. The respondents can specify the responses. The approach discussed focuses on the performance. this cannot be solely responsible for outcomes. interview summaries of the record and comments may be one way to validate the assessment. The analysis should be done by an outsider. The 360-degree feedback can be used for validation. the competency model is often linked to performance. Just after the assessment. There is a similar lack of concern for anonymity and confidentiality. Informal verification such as data from the group. The best alternative would be to use a range of assessment techniques depending upon the competencies being measured. How to Validate the Assessments? Validate Select the top superior performers and the bottom 10. not average performers. A sample of respondents can be contacted to verify every item of assessment at all levels. The test should reflect the relative competency levels.Issues Related to Developing Competency Models 53 There is a lack of concern for the highly sensitive data which needs careful feedback. Business Results—The emphasis here is on individual results and not on group or departmental results. politics or sycophancy. It links the individual and his competence with the desired business outcomes. appraisal and promotions. a quick survey can be done by openly asking the employees about their opinions regarding the reliability of the assessment. But if it becomes a flawed assumption. a sample of employees from all levels can use the assessment instrument. The true meaning of the result becomes clouded by prejudice. The data should help the . and administer a test. when employees do not have control on the complete process. The differences can be worked out through discussions until an agreement is reached. The responses should be kept confidential and should be anonymous. but competence assessment ascertains the level of competence to do the job and not the performance.

The important decisions on the competency model project must be made at the start of the project in order to eliminate later problems. should express it ‘really means it’ by being committed and communicating. the implementation should be done right from the start or not be done at all. Feedback from all levels. To achieve success. fear and anxiety. . to generating quality data and facilitating improvement in assessment instrument. which would be an abiding block at the first stage. will be most helpful. A positive environment has to be created along with transparency of its application in the HR functions. Usefulness may range from involvement. by understanding the model and its administration. Each technique would make a unique contribution. especially frontline employees. Management by all means. supporting and executing the decision.54 The Handbook of Competency Mapping standardization so that true assessment can be determined. This should be communicated through all possible formal and informal communication channels. Several of these techniques can be utilized concurrently. funding. How will the Competency Project be Communicated to the Employees? Communicating any major change which is driven by asking for a certain amount of uncertainty will give way to rumours. Statistical analysis would identify the percentage of responses where the ratings were higher or lower than the actual. Expecting people to be welcoming or being enthusiastic is too much. The outcome and its usage must be clear. Communicating that the management ‘really means it’ is essential for success.

106 North American companies. 426 were returned.1: Durations of Competency-based HR Applications Application In development <1 year 1–2 years 3–5 years >5 years Staffing Performance Management 33% 25% 28% 11% 3% Training and Compensation Development 44% 14% 25% 10% 7% 52% 17% 21% 7% 2% 29% 26% 29% 12% 3% The early adopters were implementing competency-based HR applications for a number of potential benefits. Table 4.257 competency-based applications were identified. The bulk of applications were in place for less than two years..Competency-based Application 55 CHAPTER FOUR Competency-based Application I N 1996. 70 per cent of which were underdeveloped. Table 4.2 shows how the respondents thought that competency-based HR applications would help their organizations to focus behaviour. From these. i.e. . a total of 1. Table 4.1 shows how long the four types of competency-based applications had been installed. the American Compensation Association (ACA) mailed questionnaires to HR professionals in 19. Two per cent of these.

Competency-based HR applications focused on behaviour levels.2: How Competency-based HR Applications Focus Behaviour Factors Respondents Selecting (%) 48 45 42 34 27 26 22 22 20 8 Communicate valued behaviour ‘Raise the bar’ of the competency level of all employees Emphasize people (vs. On focusing people on total quality/customer-oriented behaviour. What was concluded was that the focus must be on developing competency-based processes that drive improvements. skills and performance were still too early to tell for many respondents. the positive effect was 80 per cent. the don’t know/ . enabling the organization to gain competitive advantage Encourage cross-functional/team behaviours critical to business success Reinforce new values while continuing to support the achievement of business objectives Close skill gaps Support superior performance in roles/units that have a critical impact on organizational success Focus people on total quality/customercentred behaviour Provide an integrating vehicle for human resources Ease the flow of people across business and global boundaries The ACA data provides further insight into the effectiveness of competency-based applications. Effectiveness of competency-based HR programmes was different for various factors: 1. Focus and emphasis was also increased.56 The Handbook of Competency Mapping Table 4. However. The feedback on 148 models that had been in place for more than a year showed mostly positive experiences. but with a difference in various factors. improvements in competency. job) capabilities.

the positive effect was 59 per cent. are as follows: Position Requirement Process Design—The process determines what skills and knowledge is needed. On emphasizing on people (vs. But the impact on actual reduction of employee competency levels and the support for superior performance of key individuals and departments is less clear. The desired outcomes form the basis of a .1. The role of competency is to move the employee through the organization in a cyclical fashion. On ‘raise the bar’ of the competency level of all employees. no effect was 0 per cent and negative effect was also 0 per cent. 4. no effect was 4 per cent. don’t know/too early to tell was 50 per cent. the positive effect was 30 per cent. enabling the organization to gain competitive advantage. don’t know/too early to tell was 41 per cent. 5. the positive effect was 50 per cent. 4. too early to tell group was 20 per cent. They also report a positive effect on competitiveness. The positive effect was 69 per cent. as illustrated in Fig. no effect was 0 per cent and negative effect was also 0 per cent. The applications evidently got everyone thinking in the right direction but not necessarily performing better. The close alignment of competency applications with customercentred behaviours is apparent and is seen as an immediate result by respondents. On close skill gaps. from one position to another. there was 69 per cent capabilities. job). The findings have something to do with the overall newness of the competency applications but they may also reflect problems with implementation. The concept of competency applies to the full range of HR functions. The competency-based HR functions. no effect was 0 per cent and negative effect was also 0 per cent. don’t know/too early too tell was 70 per cent. On support of superior performance in roles/units that have a critical impact on organizational success. negative effect was also 4 per cent.Competency-based Application 57 2. 3. no effect was 0 per cent and negative effect was also 0 per cent. don’t know/too early to tell was 23 per cent.

1: Competency-based HR Applications measurement system for determining qualifications of workers in the process. 4: Has this competence adequately. 3: Has this competence but can develop some more. 4. 1: Does not have this competence. Job Design—Once the qualification and skill on knowledge is determined the task can be assigned to individuals or teams. needs to start developing it.58 The Handbook of Competency Mapping Fig.3. business results and measurement systems to determine qualification at the individual and team levels as given below: HR Competence Audit The following checklist is used to assess the HR competence of the people performing HR functions in the organization as given in Table 4. 2: Needs to develop this competence substantially. for a position of an HR manager in an organization one has to look into the Knowledge. Thus. It would require qualification. . Job requirements are used to identify employee competency levels and qualifications. 5: Has this competence in abundance. Skills and Attitudes (KSA) needed for that particular position.

policies. systems. plans. technology. job redesign and job evaluation 14 Manpower planning methods 15 Knowledge of role analysis techniques 16 Knowledge of employee relation practices 17 Knowledge of the role of reward 18 Knowledge of the methodology of behaviour modification and attitude change 19 Knowledge of quality circles 20 Knowledge of recent development in management systems 21 Knowledge of personality theories and measurement 22 Understanding of personal and managerial effectiveness 23 Knowledge of interpersonal relations and factors affecting them 24 Knowledge of what constitutes an organization’s health and methods of survey 25 Knowledge of instruments and measurement of human behaviour 26 Knowledge of personal growth and its methods 27 Knowledge of turnaround strategies 28 Knowledge of creativity and problem-solving techniques 29 Knowledge of conflict management techniques and strategies (contd. styles. strategies. 10 Knowledge of power dynamics and networking in the organization 11 Organizational plan.) .Competency-based Application 59 Table 4. job enrichment.3: HR Competence Audit HR Knowledge 1 Knowledge of HR philosophy. policies. structure. manpower and company requirements 12 Knowledge of social violence research methods 13 Knowledge of job analysis. people management systems. practices and systems 2 Knowledge of performance appraisal system practices 3 Career planning and development system and practice 4 Knowledge of organizational diagnoses and interventions 5 Knowledge of learning theories 6 Knowledge of training-methods and systems 7 Knowledge of organizational structures and how they function 8 Knowledge of group dynamics and group function 9 Knowledge of links between organizational goals. etc.

3 (contd. feedback and persuasion) 8 Interpersonal sensitivity 9 Ability to give and receive feedback 10 Counselling skills (listening. persuasion. rapport building. inspirational and other skills needed to influence) top management 2 Influencing skills needed to influence line manager 3 Articulating HRD philosophy and values 4 Designing skills for developing HRD systems 5 Communication skills: Written (ability to communicate views. probing and exploring) 11 Conflict-management skills 12 Ability to inspire others by arousing their values and superordinate goals 13 Leadership and initiatives 14 Creativity 15 Problem-solving skills 16 System designing skills 17 Task analysis/Job analysis skills 18 Organizational diagnosis skills 19 Process observation and process sensitivity skills Personal Attitudes and Values 1 Empathy and understanding 2 Positive and helpful attitude to others 3 Faith in people and their competencies 4 Introspective attitude 5 Openness (open to others’ suggestions and in expressing his or her own views) 6 Interpersonal trust 7 Productivity 8 Respect for others 9 Self-confident. opinions. etc. observations.60 The Handbook of Competency Mapping Table 4.) . data gathering. assertiveness.) HR Skills 1 Influencing (communication. faith in one’s own competencies 10 Sense of responsibility (contd. clearly to make an impact) 6 Communication skills: Oral 7 Skills to monitor the implementation of HR systems (designing questionnaires. suggestions.

by not being overly concerned about a personal power base) Stress tolerance (ability to cope with stress.) 11 12 13 14 15 16 17 18 19 20 Sense of fairness (constant desire for objectivity and resistance to being impressionistic) Self-discipline (desire to set examples) Honesty (desire to be sincere and honest) Willingness to experiment Learning orientation Willingness to treat every experience as a learning opportunity Perseverance Work motivation (desire to be involved in and work harder for the organization) Superordination (an attitude that he or she is working for larger goals) Empowering attitude (A tendency to respect others and a willingness to empower them. A 5-point scale ranging from having competency in abundance to having no competence on each element and its scores would indicate where we stand vis-à-vis HR capabilities. Position Fulfilment Recruitment—Competencies are the basis to determine who should be interviewed and evaluated along with skills and knowledge. ‘The competency of a professional is determined through his or her level of knowledge. HR skills and personal attitudes and values—are the true depiction of the competency of a HR professional.3 (contd. frustration.Competency-based Application 61 Table 4. hostility and suspicion) 21 Analysis These three areas—HR professional knowledge. This is a costly and time-consuming effort that can be reduced through proper understanding of what competencies a candidate can bring to the job. capacity to utilize skills and personal attitudes and values towards the HR function’ (Chanda and Kabra 2000). The competencies should be .

Qualification—To determine whether the candidate is qualified to perform the job or can master the requirements of the position.4. For position fulfilment it is important to have competencies with definitions and ratings. Orientation—This refers to developing the general competencies required of an employee. by the organization.) . these can be rated on a 5-point scale as stated in Table 4. learning oriented. Table 4.62 The Handbook of Competency Mapping well defined so that their meaning is clear and there is no ambiguity. In case the competencies identified are creativity.4: Competencies with Definitions and Ratings Rate the individual on each of the competencies using the 5-point rating scale Rating Scale Use this 5-point scale to indicate level of performance Consistently exceeds expectations Consistently meets or exceeds expectations Consistently meets expectations Does not meet expectations consistently Consistently fails to meet expectations 1 2 3 4 5 (1) Exceptional (2) Very Good (3) Good (4) Satisfactory (5) Unsatisfactory Competencies Creativity: Produces highly imaginative and innovative ideas and proposals Rating (contd. Induction Training—This refers to developing the specific competencies where there are gaps. flexible and analytically skilled. competency assessment is used to determine the best person to fill the position. Selection—While selecting an individual. to meet the desired performance standards of the position. it is necessary to evaluate competency.

How did you get them? 4. a list of interview questions along with the competency rating sheet is needed to elicit information about relevant behaviour. satisfies customers and finds new opportunities. What happened then and how did you recover? (contd. Is effective in applying new learning in a work context. Describe an incident in which your workload was too heavy. Tell me about a situation when you were trying to accomplish something and did not have ready access to the necessary resources. How did you manage your time and task? 6. How did you handle them? Which one did you handle first and why? 5.) .Competency-based Application 63 Table 4. Uses Analytical Skills: Uses relevant facts. Exhibits Flexibility: Effectively adapts when faced with changing situations. 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 Once the competencies are identified.4 (contd. An interview panel may probe further to get the relevant information. data and analytical tools to draw accurate and meaningful conclusions. Describe a situation in which you had to juggle more than one task. unexpected pressures and varying job demands.5: Selection Interview Questions 1.) which are not obvious to colleagues with lesser perspective. Table 4. 2. addresses existing and potential problems. Takes Initiative: Proactively initiates changes or takes action towards efficiency. for example as given in Table 4. Tell me about a situation when your planning was not helpful. How did you handle the situation? 3. Learning Oriented: Actively identifies own learning needs and opportunities.5.

1. For listening skills (as given below) the definition of competencies needs to be clearly marked out.6). Perfor formance Performance Management Measurement—A people-driven process. How did you resolve the situation? 8. They are designed to support the continuous improvement of workplace competencies.64 The Handbook of Competency Mapping Table 4. . State an example when you were not able to achieve the goals. Interviews may use a structured rating form to bring in objectivity along with focus in the interview. the rating form states the importance of the competency to current or future role (see Table 4. However. The competency is marked on a point scale with an ‘above’ and ‘below’ standard. A description of three to five levels of effectiveness for each competency is helpful in understanding and assessing the person from above standard to below standard as given in Box 4.5 (contd. it is essential to have measurement of workplace competencies. Development—The development activities are relative and are received while on the job. What did you do? 9. This describes exceptional performance. relating to what is the standard that is needed for a position. This helps evaluators to focus on the behaviour needed for a particular position without assessing mere feelings. thus the rating scale is for frequency or effectiveness of competency as given in Box 4.) 7.2). Describe a situation where your performance was excellent. What were the circumstances? What did you do? How did the people respond? An interview rating form provides a continuum of unacceptable to acceptable behaviour examples. Also given below is some space for the repondent to explain why a certain standard has been chosen. For performance management it is necessary to have a list of behaviour descriptions for skill improvement along with a checklist of specific behaviour examples (see Box 4. with three to six behaviour examples of each competency.3. Tell me about a time when you had to deal with two people asking you to work on different projects that required more than 100 per cent of your time.

Is passionate.) . Generally conveys the impression that some points have been recalled and taken into account. is not selective in what has been heard. Why? Competency-based Application 65 (contd. Conveys the clear impression that key points have been recalled and taken into account. Often conveys the impression that the key points have not been recalled and taken into account.1: Interview Rating Form Rate the candidate for each competency (circle one number in each category) Competency Meets Standards Below Standard 2 1 4 3 Listens dispassionately but is selective in what has been heard.Box 4. Above Standard 5 Listening Listens dispassionately. selective in what has been heard.

66 The Handbook of Competency Mapping Why? . 5 Developing Others Makes every effort to develop both on and off the job. skills and competencies of subordinates or others required to advance their career. the knowledge. skills and competencies of subordinates or others required to advance their career.) 4 3 2 1 Rarely tries to put in effort to develop both on and off the job.Box 4.1 (contd. the knowledge. skills and competencies of subordinates or others required to advance their career. the knowledge. Generally puts in effort to develop both on and off the job.

For each of the practices. Welcomes opportunities to customize product/service offerings to assure they meet customers’ long-term needs.6: 360-degree Feedback Questionnaire Please describe how often this manager uses each of the following specific behaviours. not at all Seldom. Evaluates customer opportunities using a long-term perspective. 5. Determines how his/her organization’s strategic competencies help customers achieve strategic objectives. to a moderate extent Usually. 6. 5 4 3 2 1 5 4 3 2 1 5 4 3 2 1 5 4 3 2 1 5 5 4 4 3 3 2 2 1 1 . . to a great extent Almost always The five numbered choices refer to how often this person uses this behaviour. This person . Keeps abreast of new developments and innovations in the customers’ markets. Read each statement carefully and mark your answer in the column to the right. 3. objective and accurate as possible. Gathers information to understand customers’ business strategies and their view on market opportunities. 2. 4. choose one of the following responses: 1 2 3 4 5 Never. Please be as honest.Competency-based Application 67 Table 4. Keeps abreast of emerging trends and initiatives involving the industry’s competitors. . to a small extent Sometimes. 1.

Box 4.68 The Handbook of Competency Mapping Promotions lead to succession planning and are based on the performance of individuals. feedback and recognition Demonstrates and stimulates passion and commitment Widely trusted Takes ownership Candid and forthcoming Delivers on commitments Aligns with company values Adheres to code of conduct Rewards right behaviours Ensures that laws are obeyed and safety as well as environmental protection are practised Sees possibilities.2: Behaviour Examples Competency Developing People Description of Behaviour – – – – – Assembles strong teams Stretches. safety and environmental objectives are met and integrated into business activities Commitment Values and Ethics – – – – – – – – Vision and Purpose – – – – – – – – – – Performance . The 360-degree feedback aligned with the competency model is an important component for promotion. along with the ratings indicating the current level of ability as given in Table 4. empowers and trains people Communicates effectively with people Provides rewards. This includes the competency description of behaviours and the ability required for the current job. optimistic Creates and communicates compelling vision or direction Inspires and motivates Aligns the organization Sets and achieves ambitious goals Listens and responds Drives for continuous improvement Measures the right things Gets results Ensures that health.6.

3: Competencies with a Range of Observable Behaviour on a 5-point Scale Performance Review Form General Competencies Points to consider .Box 4.) . Competency-based Application 69 (contd. Development Need Does not prioritize customer needs. always uses knowledge of the customers to make decisions. Ratings should be based on specific behaviour and not impressions. seldom uses knowledge of the customers to make decisions. gains customer’s trust. does not gain customer’s trust. . . Ratings should be based on day-to-day performance not isolated incidents 5 points 3 Customer Oriented 2 1 5 4 Strength Prioritizes internal and external customers’ needs.

Box 4. 3 Problem Solving 2 1 Development Need Seldom initiates projects. . demonstrates trust in team members. Development Need Seldom anticipates problems or identifies their causes before acting.3 (contd.) 5 3 Teamwork 2 1 4 Strength Initiates and supports meaningful projects. does not serve on the team or celebrate success. does not act even when it is clear that a plan is not working. serves on teams and celebrates success. 70 The Handbook of Competency Mapping 5 4 Strength Anticipates problems and identifies their causes before implementing solutions. acknowledges when a plan is not working and takes appropriate steps to fix the problem. does not demonstrate trust in team members.

Competency-based Application 71 Succession planning—Candidate evaluation refers to the information required to adequately plan for a potential candidate’s development progress and evaluate readiness as shown in Box 4.4. Includes training and succession for promotion. followed by succession planning as given in Box 4. Appraisal Succession Planning . The incoming workers need more than baseline competencies and should be able to take over current projects while least disrupting the processes involved. Succession—There is a strong personal link between both the incoming employee and departing employee. Box 4. Includes performance measurement for performance management.4 is a bit detailed. Competency Models Can Enhance Human Resource Management (HRM) Systems An understanding of the full range of HR functions can further be integrated with the HRM systems. Instead of a range of behavioural examples it includes a place to record development plans.5. position fulfilment and performance management. training for development. This is similar to the interview data form that can be used to discuss a candidate’s readiness in the most relevant job-related areas. Selection Training and Development Includes position requirements. Promotion Training—This is a position fulfilment function. The objective is to prepare individuals for new positions before placing them there in order to be immediately productive. Includes orientation and induction training. Competencies help to determine when the gap is fulfilled and the candidate is ready to move up. recruitment and selection.

Box 4.4: Succession Planning Candidate Evaluation Form

Please evaluate the candidate using the 5-point scale and explain the rating in the space provided.

Below Standard Meets Standard Above Standard
4 5 2 3 Satisfactory composure and effectiveness under pressure

Emotional Resilience

1

Not at ease under pressure. Tense. Nervous

Entirely at ease. Relaxed and poised. Maintains effectiveness under pressure

72 The Handbook of Competency Mapping

Why?

Assertiveness 2 3

1

4

5 Very assertive. Can rapidly take command of face-to-face situations

Submissive. Unable to assert self

Assertive. Moderately forceful

Why?

Independent 2 3 4 5 Self-starting. Proactive. Independent Adequately self-reliant

1

Overly dependent. Difficulty in functioning on own

Why?

Sociability 2 3 4 Sufficiently amiable, friendly and pleasant

1

5 Exceptionally personable. Enjoys conversation and projects warmth

Cold, aloof, unfriendly. Difficult to relate to

Competency-based Application 73

Why?

Box 4.5: Succession Planning

Candidate Evaluation and Development Planning Form

1 2 3

= = =

Proven strength Meets expectations Needs improvement

Rating Business Acumen Vision and Purpose Commitment Developing People Next Step

74 The Handbook of Competency Mapping

Position

Possible Candidates

Ready When

Competency-based Application 75

Competency models can play a vital role in every process of the HRM system (see Box 4.6). The continuity that competency models can bring into the HRM system would certainly benefit an organization. Understanding the value of competency models to various HRM systems is helpful in judging how best to apply them in the organization. Benefits of Using a Competency-based Selection System Provides a complete picture of job requirements—A competency model provides a complete picture of what it takes to perform the work, thus ensuring that interviewers look for characteristics that are needed to do the job well, in addition to required skills and knowledge. It also provides a method to the interviewers to provide candidates with a clear and realistic picture of what will be expected of them. Increases the likelihood of hiring people who will succeed— It would be worse to hire a person for a key position who fails to perform effectively. After interviewing a candidate for a couple of minutes or even hours depending upon the position, the employer should be able to determine whether the candidate has the potential to succeed in the job; it should not be based merely on how one happens to write a persuasive resume and make a good first impression. Incorporating a validated competency model into the selection system addresses this problem, identifying the competencies with a strong correlation to high levels of performance on the job (Holdeman et al. 1996). Thereby the interviewers can judge who lacks a critical set of skills, knowledge or characteristics and focus on those with strong potential. Minimize investment in people who do not meet expectations— Hiring the wrong person has a tremendous impact on the productivity and profitability of an organization. When such a person leaves either due to poor performance or because he was not the right fit, the time and money spent in hiring and training becomes a waste. Also, replacement efforts have an adverse impact on productivity.

76 The Handbook of Competency Mapping

Box 4.6: Format of Competency-based Applications

Application
Position Requirement

Format
– Qualification and skill required – Business results – Measurement systems to determine qualification at individual and team levels – Competency with definition – List of interview questions to elicit information about relevant behaviour – Interview rating form providing a continuum of unacceptable to acceptable behaviour examples – Three to six behaviour examples for each competency that describes exceptional performance – Rating scale for frequency or effectiveness of competency – Rating scale for importance of the competency to current or future role – List of workshops or development experiences available for skill improvement – Description of three to five levels of effectiveness for each competency, from above standard to below standard – Checklist with specific behaviour examples for each competency – Competency with description of behaviours/ability required to perform the job – Rating process to indicate current level of ability – Suggestions for how to develop competency

Position Fulfilment

Performance Management

Promotion

the interviewers should be consistent in what they look for and how they determine whether a candidate is right for the job. My clients who might have resisted the use of competencies initially have enhanced their implementation when they see how a systematic approach to selection using this technique can enhance financial. particularly at the entry level where a candidate has only educational qualifications but no experience. personal and organizational results’ (Public Communication.Competency-based Application 77 Andrea Eisenberg. They must concentrate on job-related factors that are required for success and compare the candidates on the vital job related factors along with candidates’ qualifications. Money spent to develop people with the right potential has a long-term pay back and is key to retention. It is important to determine whether these gaps can be addressed through training and development. In a selection interview. January 1999). The competing model ensures that everyone involved in the selection process is working on the same criteria. Unfortunately. . ‘The optimal investment of human resources dollars happens when we allocate resources to developing those people who will be successful rather than allocating dollars to people without requisite competencies. using a validated competency model to select individuals who have a higher likelihood of meeting expectations can help minimize the time. money and energy spent in selecting and training candidates. leads to selection decisions. Therefore. interviewers become impressed with a candidate and very few identify gaps in the latter’s abilities. an expert in the areas of retention and development compares organizations that use competency models for selection with those that do not. Ensures a more systematic interview process—Very often. Helps delineate trainable competencies—Often. a person’s list of accomplishments enhanced with the right chemistry and impression created during the interview. with her extensive work with Fortune 500 clients. this is only part of the information that is needed to determine if a candidate will succeed.

Judging the quality and quantity of training that the candidate would require for effective performance would then lead to a decision which is informed and realistic. These models can also help people better assess their current capabilities and determine the behaviour they need to develop to improve their effectiveness (Eubanks et al. and it must focus on developing the talent that is currently unavailable in the workforce in order to meet these needs. Competency models play an important role in keeping people and organizations focused on the skills. it not only clarifies the competencies most relevant to success but it also pinpoints the attributes and capabilities that are easily developed through training and those that are more difficult to develop. introspection. knowledge and characteristics that affect job performance. some kind of testing or a combination of these gives the basis of what an individual is good at and where he needs to improve. but methods such as feedback from others.78 The Handbook of Competency Mapping A competency model answers these questions. A well-structured competency model includes behaviours with a strong correlation to effectiveness on the job and also those required to support the organization’s strategic decisions and . Training Benefits of Using a Competency-based Training and Development System Using a competency model as the basis of a training and development system helps to avoid a short-term perspective and ensures that the system focuses on the right things rather than the latest things (Davis and Olson 1996–97). Enables focus on relevant behaviours and skills—Identifying strengths and weaknesses seems to be straightforward. 1990). An effective training and development system must take a long-term view of organizational needs. experience. Ensures alignment of training and development—A competency model provides focus for training and development opportunities and ensures that they are the ones that are essential to the success of the organization.

The competency model enables bosses and coaches to fulfil this role in a high quality manner. This ensures agreement on performance criteria. Perfor formance Benefits of a Competency-based Performance Appraisal System A competency model can address many of the issues related to performance appraisal. along with examples of behaviour that can be used as the basis for constructive development discussions. collecting relevant and sufficient data. Provides a shared understanding of what will be monitored and measured—A competency model integrated with performance appraisal ensures a balance between what gets done and how it . Makes the most effective use of training and development— Using a competency model helps remove the guesswork of where to focus scarce resources. by differentiating between programmes with the most impact on performance and those with little relevance to behaviours people need on the job. Thus people receive training and development when they have a use for it. The model ensures that both the boss/coach and the direct report have the same picture of what it takes to succeed in the job. It also helps in determining who needs which skills and at what point in their careers. increasing the likelihood that the relevant skills will be applied and reinforced through experience on the job. identifying the most useful on-the-job development opportunities. It also ensures opportunity to supervisors to observe behaviour. Provides a framework for bosses/coaches—Training and development provides ongoing feedback. reinforcing concepts and techniques learnt in training programmes.Competency-based Application 79 develop as well as maintain the culture needed to achieve its business objectives. what is accomplished and what is not accomplished. specificity and concreteness in discussions about performance deficiencies and handling of large amounts of data in a structured manner.

agreement among the decision makers about what is required for success in each position. But what happens when the boss is new or he/she controls a number of different locations? By identifying the specific behaviours crucial for effective performance. knowledge and characteristics that are important to success are clearly described. Benefits of Using a Competency-based Succession Planning System For succession planning there is a need for a list of the positions under consideration. competency models offer bosses a starting point. accurate method for a boss to assess job performance. who will be ready soon. accompanied by the person’s development needs and recommended actions to close the gap. Models aligned with the business objectives specifically outline the performance criteria that will be used to measure effectiveness and success in that position. Focuses and facilitates the performance appraisal discussion— Organizations face the challenge of discussing a person’s behaviour in a manner that is focused and useful and does not put the individual on the defensive. planning skills. It provides a shared picture of what is considered relevant and important to effective performance. development. The skills. Provides focus for gaining information about behaviour—An appraisal process includes a simple. Succession planning integrates the various systems of HRM with the model given below: HRM System Selection Elements Criteria for successful performance and identification of those people who are most likely to succeed Clarification of strengths and weaknesses. training and on-the-job experience Training and Development .80 The Handbook of Competency Mapping gets done. who is ready and why. It provides a roadmap of where to begin the discussion and what areas to focus on. The concern is not only with results but with the behaviour and manner with which those results are attained.

.Competency-based Application 81 Appraisal System Monitoring progress. Focuses training and development plans to address missing competencies—A competency model and the 360-degree feedback process create a powerful pairing to pinpoint the areas that require improvement before a candidate can advance in an organization. However. knowledge and characteristics— Competency model helps to define the abilities that are necessary to fill the role and also those behaviours that are strong predictors of success. it cannot guarantee that the right decision will be made. The competency model adds value to these other systems by contributing to the effectiveness of the succession planning system. Provides a method to assess candidates’ readiness—Determining if and when candidates are ready for a role requires a method to assess their strengths and weaknesses. A competency model along with the 360-degree feedback process serves to create an agreed-upon list of the criteria required by the job. The competency model describes the competencies needed in the role and the feedback provides a method of assessing a candidate’s current competencies. Clarifies required skills. Individual and aggregate assessment of competency levels and relevant behaviour can help identify the presence and absence of key capabilities at the organizational level. coaching and evaluation All of them together identify and develop individuals who are believed to have the potential to fill specific and senior positions. Allows an organization to measure its bench strength—A competency model allows an organization to assess its bench strength.

If the competencies are not related to specific process steps then the model is not valid. Thus the questions that need to be raised are: What does the employee have to be able to do? What does the employee have to know in order to do it? If the flow charts of the job processes are laid. if the models are not accurate and do not represent the relative position. which may be reason for careful consideration. the project team asks—what do we do? The best way is to follow a top-down approach from general to specific.82 The Handbook of Competency Mapping CHAPTER FIVE Formation Formation of a Competency Framework OMPETENCY models are position models which are at the heart of every competency-based HR application. By assumption—Certain competencies are assumed to be present in every employee. A competency model is a GIGO (garbage in–garbage out) test factory. The basis of generating competency models are processes. The . These are closely related to conditions of employment addressing behaviour. There will be a category of competencies that have been taken for granted. determining of competencies is easier. C Information Sources of Competency Information To get started. the purpose of the model is lost. ethics and work habits. Inspite of timely administration intricacies and sophistication.

Many chains require that all employees complete psychological honesty tests before being hired. Attitude affects the job and correlates to performance. However. a truck company must follow strict rules for handling hazardous materials. This requires not only knowledge of the regulations but also an understanding of how to comply with them and report the results. actual damages. For example. By Industry—Individual industries have their own professional competency models and assessment approaches. honesty is one of the competencies essential for all jobs in supermarkets as they have enormous problems due to delivery personnel and check-in clerks. it is necessary to consider them as the competency model will ultimately be expanded beyond employee assessment and development in the areas of selection and promotion. Certification programmes provide an excellent source of general industry competencies. These range from licensing to industry group guidelines and certifications. By Law—Government and its associated regulatory agencies create requirements that apply to all workers. New employees then attend follow-up training on ethics and business control during their orientation period. A conscious decision has to be taken by the project team involved in the competency modelling regarding what is going to be utilized throughout the HR process. Many teams do not take time to discuss these in the competency models as they are assumed to be traits that every worker possesses. For example.Formation of a Competency Framework 83 model expands from this point. These are massive potential sources for competency. . supervisors. including administrators. Regulations also provide a source of position competencies for workers in specific industries. These are important for employee acquisition and should be present in the model. Warehouses have to pass inspections of the physical plant and procedures. On the other hand. legal fees and regulatory lines. someone taking an office job and shifting papers all day may never receive any specific training in ethics. These massive sets of rules and regulations must ultimately find their way into the competency models for truck company jobs. The cost for non-compliance can be enormous in terms of health and welfare. loaders and drivers.

They may also have specialized procedures and documentation that apply only in situations unique to their work group. etc. there are thousands of vendor certification programmes usually for usage. Work-group-level competencies . By Organization—The vision and mission statement of the organization reflects the overall philosophy of the organization: Where it is headed to. maintenance and repair of products. By Work Group—Departments in many organizations have their own resources of vision and mission statements. There are hundreds of industry-wide examples for certification programmes such as: Certified Certified Certified Certified life underwriter financial planner medical representative stenographer Also. Work-grouplevel competencies are more common in organizations with hybrid job structures. These statements can establish an overall theme for the model and also be useful when it comes to establishing the model. and can save the development team a significant amount of work. The study material and sample examination of such certification provide great input to position models and assessment instruments.84 The Handbook of Competency Mapping The following need licensing examination for practitioners: Insurance sales agents Professional engineers Lawyers Police officers Firefighters Nurses. Everyone in the department may need to be qualified to do anyone’s job. what it does and how it should act? The organizational competencies that employees will bring to their jobs need to reflect the changing mission and vision of the company.

Thus the question arises. In another organization. By Background Information—A special category of competency input has to do with background knowledge. after a two-week orientation process. industry or company information is required to meet job standards. This database also becomes the basis for career and succession planning or upcoming positions. Project members are forced to rethink about the knowledge and skills that are assumed to be present in all candidates and so are usually omitted from a competency model. They have to decide what information can be included everywhere. and what can be assumed to be present and excluded everywhere. what can be excluded in the position model but later included in the hiring/promotion version. A chemical company offered a series of personnel development courses on an optional sign-up basis. This provides whatever general business. are they worth including in the competency model and assessment approaches? Position Documentation Organizations generate a large amount of documents that can be reviewed when developing competency models. It was only when she enquired about the bus route that the manager realized she did not even possess a driving licence. During the hiring process it never occurred to anyone that a person could not drive. The HR department was surprised to see that only two courses out of the 15 offered had full enrolments— basic maths and basic reading skills—as the fee was quite reasonable. This is important particularly when the model is extended to hiring and promotion decisions. It was noticed that a large number of employees were hired without the minimum skills to do the job. what knowledge and skills are we taking for granted or actually overlooking? Are they important for employees to possess and can they be improved? If so. a saleswoman was to deliver some information to a customer location. Various sources .Formation of a Competency Framework 85 are required when the model is designed to allow multiple titles to be assessed by using the same framework.

research and feedback documentation is considered to be an available resource for designing new processes. If the conclusions focus on misconceptions. customers both internal and external should give an input to the competency model. operating guidelines. The focus is only on how the organization is performing. Suppliers must have extensive support materials and processes in place to help buyers install. trade publications and internet searches can generate excellent results. a rigorous search effort perhaps conducted by third-party experts using library. The limitation of feedback is that customers sometimes do not know what to ask for. This can be used as another instance of reinforcing existing competency models at the expense of continuous improvements. Frequently asked questions. can provide tips to identify competencies. if it indicates the best current practices. No matter what the industry. that needs to be correlated. However. Vendor Information—A resource that is often overlooked is vendor publications. Many suppliers have extensive Research and Development (R&D) operations that issue marketing and reference documents about their industry and products. Customer satisfaction is one of the top measures of quality. Customer Feedback—Customer feedback is a very powerful source of information. Satisfaction measurement is another circular process. productivity tips. In this competitive environment where changes are rapid. Industry Research—Academic journals. what is available and how much time it will take to review? Existing documentation reinforces the current processes. run and maintain the complex equipment.. Research-based publications have a hypothesis test with a conclusion format. Such reference material can prove helpful for developing competencies for production jobs. publications and periodicals are sources for the most recent developments of the model. with customers providing feedback on survey line items and then responses being used to develop competencies and priorities. While selecting the source the team should look for: What is most complete. . etc. it provides information about what the new processes could be. business indices. what is considered most accurate.86 The Handbook of Competency Mapping provide material more than the project team would typically examine in depth.

Quality Programmes—Another source of generic workplace information can be found in quality recognition programmes such as ISO 9000/14000 or any other quality certification. Procedure Manuals and Flowcharts—The classic procedure manual is becoming obsolete as it takes too long to document processes that evolve with frequent changes in an organization and changing customer demands. processes. They require a description of key processes and their principal requirements. while often overwhelming in size or scope. Reviewing any relevant industry or professional certification programmes can provide a proven list of potential competencies. The quality application is a document that helps identify competency requirements. Certification standards. If processes are efficiently designed and have no defect. assessment processes and study materials highlight skills and knowledge that are required for certifications. Flowcharts are excellent resources as they help to quickly identify the knowledge and skills that are required to complete a process. can provide important insights into what competencies employees must bring to the job. These provide direct input into competencies. Certification Requirements—Professional certification programmes are excellent sources for position competencies. Quality improvement efforts are always excellent sources of competency information because they require organizations to document goals. They highlight activities . the organization will be successful.Formation of a Competency Framework 87 Regulations—Written regulations and reference materials. process documentation is an important source of competency information. Therefore. performances and results. Process Documentation Quality revolves around processes. yet a good source for competency modelling. Such procedures locked in writing or embedded into interactive administrative systems are a poor customer satisfaction approach.

Time Logs—Time logs is an approach used in time management analyses. Steps which add no value are eliminated. Questionnaires may be valuable instruments for gathering data about competencies. the analyst should not become part of the work system. This captures everything as a complete list of activities. Though time consuming. usually in 15-minute increments. manuals and flowcharts are very useful for documenting competencies for current operations. and to increase customer satisfaction by identifying when no value is being added to the products. which are vital or relevant to successful performance of a job or group of jobs. what is being done in a position and then take a conceptual step backwards to identify Job Task Analysis varies depending upon structured and unstructured tasks and work cycle.88 The Handbook of Competency Mapping and decision points of a process. Job Task Analysis—A hands-on approach to observe and investigate how people work. He/she should be experienced enough to detect when employees are tempted to ‘game’ the observer in order to keep the demands they face as low as possible to get a realistic view of the position. time logs are one of the most accurate. . If there are a number of jobs with the same title across an organization. there has to be a standardization of approach. For the process to be successful. If time logs are filled completely and accurately they generate an extremely large amount of data to be analysed. JTA professionals while performing studies use traditional methods like interviewing or documentation review. Data required for developing JTA can be obtained only as first-hand information. methodology and analysis. Thus. objective ways to document ‘what is’ for positions. a questionnaire can be used to gather a large amount of data in a standard format from many people both quickly and inexpensively. paperwork and information system. Developing time logs requires that employees write down everything they have done in a representative workweek. what they do. whereas value-added flowcharts list process steps to shorten the process cycle time. JTA can be an extremely useful and accurate method of developing competencies. While analyzing.

the activities involved and the relationship it entails. In addition to showing those competencies which are relevant. but also of their bosses. Various types of interviews are discussed later in the chapter. Consultants. It is more suitable for complex jobs. Thus there are various techniques of job analysis: Observation—Employees are observed as they perform a job and information is collected and analyzed. Questionnaires—Employees answer a set of questions about the task that they perform. Interviews—Supervisors and job holders are interviewed to ascertain the main purposes of the job. Observers are asked to describe incidents of effective and ineffective behaviour . and those that are different for the job itself and which produce effective results (details later in the chapter). These inventories of job analysis measure various traits and skills that are essential for various jobs and positions. Results from generic jobs or single jobs can constitute a valuable starting point for an overview of the key elements and help to focus subsequent discussions. But this is costly and time consuming. peers or subordinates. communication skills. such as supervisors. The behaviour is divided into three categories—routine. results can also be presented to display competencies on which respondents disagree. who are likely to have a broader perspective of the job context and of all the interrelationships. they include mathematical skills. Diaries—Job holders are asked to keep a detailed log of their activities over a period of time. Critical Incident Techniques—This technique developed by Flanagan (1954) requires observers who are frequently doing the job. Common methods of job analysis are Critical Incident Techniques as well as the Behavioural Event Interview as developed by Hay McBer. recurrent and practised. decision-making responsibility and other skills useful in a job. One which fulfils the requirements of the situation is the best. Each method has its pros and cons and there is no single way to produce consistent results. clients.Formation of a Competency Framework 89 It is valuable to obtain the view of not only the job holders. There are several job analysis questionnaires available in the market.

90 The Handbook of Competency Mapping

of a person over a period of time. There are thus occasions when the job holder did something well or when the performance was poor. This is a particularly effective technique in competency mapping since it gives an idea about the person-oriented characteristics such as those competencies which are needed in a person to perform a job well. Repertory Grid Techniques—This technique was developed by George Kelly (1955) and is based on his Personal Construct Theory. It is a very useful interview technique which is rather projective in nature. It highlights those behaviours which are associated with effective performance. The advantage of the repertory grid technique is that it can elicit the skills needed to do the job from knowledgeable observers with no constraints placed on the answers given, unlike in questionnaires. Customer Contact Maps—A common quality tool for studying customer service is to build a customer contact map. This comprises of every instance in which a customer, internal or external, is touched by the organization, department or position as in valueadded charts. Contact maps provide a different way of looking at processes—totally customer focused. This may be categorized by face-to-face conversations, inbound and outbound phone calls, mailers, brochures, advertisements, etc. To identify competencies, the question to be asked is ‘What do employees need to know or do to be able to satisfy the customers for this particular contact?’

Existing Documentation
Organizations document job requirements and standards in order to legally hire and terminate employees. It represents the current job and addresses positive competencies. Job Descriptions—Possible competencies can be readily determined from well-written job descriptions. Job descriptions include the following basic information: What level of knowledge do employees need to know and how is that skill acquired? How should the employees process that knowledge and skill?

Formation of a Competency Framework 91

What is the scope of responsibility as far as decisions are concerned? What is the flow of interpersonal communication? What is the impact on results when the employees make an error? What are the control mechanisms to prevent error? What confidential and sensitive information is available to the employees? What is the scope of financial responsibilities? What is the environmental level of stress and exposure on the job? How does the employee direct supervision? All these factors are linked to specific competencies. Union Contracts—Though not a popular source of competency, they define exactly what a union employee is expected to be able to do; and the rules for what each union position can and cannot do under the current agreement. Departmental Planning Documents—The goals and projects described in the departmental planning documents have projections such as ‘what is to be done for the coming year’ which are helpful in a changing environment. Performance Plans—Performance plans are focused on peoplelevel activities and assignments. They highlight what is expected from each individual employee and at what level each employee is expected to perform. All of them are competency-related issues. Appraisal Forms—Performance appraisal form is a standardized form used for distinct classes of employees.

Personnel Development Resources
The training and development department is an excellent source of information on competencies. Department activities are targeted at performance enhancement and are already in a competency format ready to be used. Training needs analysis and training programmes that are planned and conducted as also the training calendar are a ready source for information on competencies.

92 The Handbook of Competency Mapping

Interviews Inter views
Hard information can be attained from data process, procedures, manuals, etc. However, the only source available for competency items on soft skills is interviews, focus groups and customer conversations. The challenge in using these methods is the ability to step away and analyze the competencies required and make a link between participant feedback and competencies. Sorting out and identifying competencies through the heap of data created during interviews is another challenge. The first challenge in utilizing soft information is maintaining validity and accuracy. The challenge is similar to that of selfassessment. Those involved in a process may not have the professional skill or ability to analyze required competencies. Project team members will have to make the link between participant feedback and competencies. Another challenge is sorting through the mountain of data that soft information investigation creates. Do you know that at an average speaking speed of 150 words per minute, interviewers generate 6,000 words per hour? That is if we are assuming that they speak twothirds of the time and the interviewer speaks for the remaining onethird. If 10 workers are interviewed for an hour each, the verbatim results could fill a medium-sized business book. This when multiplied by different jobs across various departments results in the project team having created an encyclopaedia of raw competency data. Once a large organization brought focus groups together at the beginning of the model building. It was decided that ten position holders would be invited for the department. The groups generated more than two thousand different competency entries for a single department. The project team had to create a specialized database in order to track the entries but inspite of that the data was almost incomprehensible. It took almost three months to sort, analyze and consolidate the process along with long meetings and discussion. Thus it is very important that while collecting soft information steps are taken to obtain enough data to be reliable but not too much so as to overkill. The best approach is to adopt a minimalist attitude—like McClelland interviewed the top performers and those who were not so satisfactory and asked specific questions related to their success

Formation of a Competency Framework 93

and failures. However, additional interviews or meetings can always be held later to gather more data. As in the example given earlier, the project team could have conducted simple telephone interviews selecting on the basis of past performance with two or three people on each job; later they could have decided whether to apply a multifocus group approach. Interviews should be conducted periodically as that generates better results. The feedback should be continuous instead of getting all the data upfront; then showing the competency model and assessment instrument to job holders for a final check right before rollout. Continuous feedback facilitates problem identification and immediate correction during the development phase. In the development of the model, the job holders are the internal customers and should be involved in design, review and validation efforts for better results. This simple advice is often ignored by project team members. There are various thoughts on the time frame and the interviews. It can be in one go, periodic or may be spread out over the life cycle of the project. Thus a series of interviews can be conducted at the start and the summary of these initial conversations can be given back to interviewers for review and early model revisions can be shared with the job holders. Thus the total amount of investigation time may be less than that used upfront with focus groups. Whatever may be the approach, the question is ‘how much is enough?’ There is no absolute or correct number of interviews that guarantees completeness in a soft information situation; a good behavioural guideline is ‘closure’. The check is when the same topics keep coming up and significant new information is no longer being generated. Closure for a relatively stable job might occur after merely one or two interviews, in contrast to a multi-location case for worker position, where a closure may not be achieved even after ten or more interviews.

Interview Behavioural Event Inter view
Behavioural Event Interview (BEI) is an interview technique based on the premise that the best predictor of future behaviour is past behaviour. BEI allows the interviewer to:

94 The Handbook of Competency Mapping

Gain detailed job-related examples Assess past performance Assess competencies The aim is to improve the fit between the candidate and the position (see Fig 5.1).

Fig. 5.1: Aims of BEI

The purpose of BEI, as shown in Fig. 5.2, is to best match the candidates’ skills, competencies and motives with the requirements and success factors of the position. It is widely recognized that selection interviews are prone to problems such as bias and show inadequacy as predictors of performance. However, they are also the most popular selection method and

but differ from it in the scope and length of the examples or ‘events’ that interviewees are asked to describe and in the trigger questions that are used by the interviewer to elicit these examples.2: Purpose of BEI Fortunately. The BDI and BEI techniques are considered to be more suitable for complex . Judgements are formed by evaluating this evidence against criteria that have been established through analysing the job or role—rather than by directly comparing candidates on the basis of the interviewer/s overall impressions. these techniques represent a variety of ways to improve fairness and accuracy in predicting performance. Interview Behavioural Description Interview (BDI) BDI is a version of BEI. Often referred to under the name of ‘structured interviews’. one of the main competency definition techniques.Formation of a Competency Framework 95 serve a number of important functions. there are techniques that help improve the effectiveness of interviews. Fig. the degree to which the interview is structured is less important than the core principle of focusing on job-related criteria. Questions asked usually facilitate the gathering of information relevant to key job requirements. Both are related to the Critical Incident Technique (CIT). 5. such as providing the interviewee with an opportunity to ask questions about the job and the organization. In fact.

which are later studied and evaluated against the relevant competencies (criteria) as given in Table 5. The BDI and BEI are also not restricted to ‘critical’ aspects of the job. the rest of the interview does not follow a predetermined structure. including his or her name. This is because they elicit a small number of examples of complex behaviour. Explain the purpose of the interview: The purpose of the interview today is to determine whether there is a match between his/her interests and qualifications and the position that is to be filled. but can be adapted to explore any key requirement. including that of a chief executive. make the candidate feel at ease and explain the purpose and expectations of the interview. Introduce the candidate to the panel. thought and felt during the event he or she has chosen to talk about. said. The interviewer keeps detailed notes. Instead. Make the candidate feel at ease. Interviewing Behavioural Event Inter viewing Methodology Step One—Open the Interview Use the opening to build rapport. position and function within the government/organization. To enable the government/organization to make a proper decision. Make small talk. open-ended questions are used to draw out a detailed description of what the candidate did.1. even at the most senior levels. .96 The Handbook of Competency Mapping jobs (such as management roles) or those involving a high level of interpersonal skill (such as sales roles). While the eliciting questions are likely to be standardized for all interviewees in a particular assessment context. We have found BDI to be highly effective. Here is a suggested opening: Greet the candidate. This is done by designing specific eliciting questions—in the case of BDI these questions are developed to gather information on particular competencies (criteria) which have been identified as important for the role in question. ask the candidate to spend a few minutes talking about his/ her previous work and work-related experience and career history. whereas a Critical Incident interview may elicit up to a hundred brief examples. which can then be explored in depth.

ask the candidate if there is anything he/she might want to know about the job or position. remember to record specific behavioural events that the candidate mentions. Mention interruptions and note-taking during the interview. probe for more information about the candidate’s technical knowledge and . It is much easier to recall recent events than events that occurred in the distant past. to get the maximum amount of information in the time available. Step Two—Review the Candidate’s Career History Work-related Experience and Career Overview Review the candidate’s career development and key job responsibilities. Take notes on evidence that relates to these types of events.Formation of a Competency Framework 97 Then ask about some events or situations where he/she played a key role. As you hear evidence of technical skills. at the end of the interview. so be sure to get as much information as you can on paper in order to make an accurate assessment of the candidate. As the organization is looking for a certain type of information. we should keep it as focused as possible. Then. Inform the candidate that it would take approximately one and a half hours to conduct the interview. give the candidate an opportunity to ask some of his/her own questions or add additional information that he/she considers important for you to know. Ask if there are any questions before getting started. Remember you are here to make a decision. You are looking for evidence of what the candidate actually did. If at any time the candidate does not understand a question. it may be necessary for the panel to interrupt the candidate for more details. Although the former should be interested in whatever the candidate has to say. Ask the candidate to focus on situations that occurred within the past 12 to 24 months and which are most relevant to the individual’s work. As you will have to compare competency ratings with your colleagues. how he/she did it and what was the nature of the thinking process. Notes should be taken during the interview in order to be able to remember all the information the candidate shares. Once the questions have been asked. ask him/her to let the panel know.

‘Your work experience gives me a better sense of your background. ‘I raised the issue’. ‘I said to my colleague. Let’s start with your most recent position. Here is an introductory statement and some follow-up questions: I would like you to discuss briefly your career history. .98 The Handbook of Competency Mapping expertise.g. Ask for three to five key actions in the situation and the outcome. Ask the candidate to focus on work-related experiences within the last 12 to 24 months. for example. Now I would like to move on and talk about specific job-related situations that you’ve encountered during the recent past.’ Explain that you will interrupt the candidate to get more details. What was his/her position? What were the responsibilities? Did he/she have any direct reports? How many? What key skills were required in the job? What technical abilities did the candidate possess which he/she feels are relevant to this job? How have those skills been demonstrated? Which of the previously held positions does the candidate feel best prepares him/her for this job? (Using the following pages as reference. get enough detail as if you were going to write a screenplay or shoot a movie). followed by what led up to the situation. Instruct him/her to use the word ‘I’ instead of ‘we’ and be specific rather than general. Ask the candidate. instead of saying. what they did. thought and felt (e. probe for more details about the candidate’s technical knowledge and skills that relate to the job. Here is a suggested outline for explaining the process to the candidate: Ask for specific details to be able to see the candidate ‘in action’. he/she would be expected to say. ‘Do you have any questions before we get started?’ Tell the candidate.) Step Three—Conduct-focused Behavioural Event Interview Focused Behavioural Event Interview It is at this time in the interview when you get into detailed behavioural probing with the candidate.. said. I think you have to consider all the facts. Why don’t you give me a sense of the major things you’ve done and were accountable for. Ask for a brief overview.’ Tell the candidate what type of situation you would like him or her to talk about.

You might say.Formation of a Competency Framework 99 Once the candidate has given you an overview of a situation pertaining to a competency question. They have a broader perspective of the market and the industry as they deal with a wide range of competitors. recognize competency-related information when it comes up. The goal is customer services rather than how we are doing. The questions may be structured around the following issues: What makes your job title the best? What makes your job title the worst? What competencies does it require to be good? What competencies rate it as the worst? What competencies should the people improve upon? What are the threats and challenges in your business? What are the strengths and weaknesses? How well are you meeting your needs? What are the other companies doing to meet the needs? What are the best practices? What can be done to better meet your needs? These questions are prime sources of competency information and are critical to help an organization meet its desired business outcomes. ‘I would like you to go back to the beginning and walk me through the experience—the key elements of the experience as far as your involvement is concerned—in detail. Customer interviews in the context of competency are asking about needs not performance. so focus on your role and your perspective. suppliers provide a push-through approach.’ Customer Interviews—Contact mapping is about knowing the inside out of customers’ needs whereas interviews find out the customers’ needs. The caller should be qualified to discuss the products and customers and on the basis of responses. introduce the detailed probing that would follow. Getting candid feedback from a supplier is a bit . Supplier Interviews—Similar to customers. projecting required competencies. Remember our goal is to have enough material to write a “screenplay” about you.

the questions may be structured in the following manner: Why is your best customer satisfied with the product? Why is your worst customer dissatisfied with the product? What competencies do the people need to have? What should the organization do to get our people to perform the best? This is a rather straightforward approach in a competency modelling effort. However.100 The Handbook of Competency Mapping more complicated since the supplier does not want to irritate its customer—the organization. A group of employees with a good performance record can be asked: What knowledge and skills are required for the job? What are the attributes of your success? What makes you good at obtaining business results? What are the competencies one should possess in your position? How would these help others to become more effective in their position? How can others become more effective? Another group of less successful employees may be asked the following questions: How skilled were you when you started with the job? What would you tell someone who is just a beginner? Now knowing the requirement. . Employee Interviews—The employees’ interview is a very important source of information. how could you have better prepared yourself for the job? What are the competencies needed for that job position? What can you do now to become more effective? The responses to such questions can be analysed to identify competencies.

the team should consist of five to seven individuals plus a facilitator. dealt with customers or been involved in the hiring process and are the final link between the management and the frontline. The focus group is directed to provide information on the following: Job list List of accountability and responsibility . Such interviews can also provide early warnings of potential problems either in the overall process or in the specifics of a competency model. to provide the group with a trained facilitator familiar with operations of the teams and competency modelling. organizations are required to assemble a team of employees at a single location for days.Formation of a Competency Framework 101 Supervisor Interviews—Supervisors have the best perspective concerning competencies required for a position. however. They would have worked on those positions. Teams Focus groups or work teams is a structured method of gathering competency information. Stakeholders from different positions may form a group. They should also possess crossfunctional skills. including at least one member employee who is not a stakeholder is helpful. a supplier. a customer and an industry or HR consultant may form a project team. Ideally. They can be asked: Who are the best employees and why are they so effective? Who are the worst employees and why are they so ineffective? What competencies are required to succeed in the particular job position? What are the major problems they come across when dealing with seniors? What is the major encouragement that they received when dealing with seniors? Supervisors can provide the most candid interview of any group. An HR professional with job analysis experiences. a trainer for related courses. They focus on the practical competency issues that improve business results. Herein.

the group is to develop a complete list of tasks for the position under analysis. active projects. In the late 1970s and early 1980s the magazine Purchasing published the results of an annual contest in which readers were invited to nominate outstanding sales representatives. skills and behaviour aspects required for the positions.102 The Handbook of Competency Mapping List of major projects or contracts Decisions Internal and external customer contacts Competencies with description Measures of evaluation Initially. 7 and 10 refer to category-level general competency issues. . This indicates the anecdotal nature of soft information approaches and the importance of using a variety of input sources and viewpoints. Benchmarking Whether interviews or feedback. 4. This research is nearly 20 years old and has been validated repeatedly by later research and is still being ignored by many sales organizations. responsibilities. Note also that the only trait related to the sales call that made the Purchasing list were numbers 8 and 9. This will be the basis of building an assessment instrument for the position. It will be useful to discuss the measurements of tasks identified.1. The units between actual business results and competencies provide a radically different view of the model. The authors performed a content analysis of the surveys from 1977 through 1983 and tabulated the frequencies for traits that were mentioned by buyers. This may be related to one of the most important sources mentioned earlier: customer feedback. the important parameter in the development of the models is creating a benchmark of those employees who exceed and fall below performance standards. Respondents were asked to identify the top three characteristics of these representatives and the winner and their customers were later interviewed. The long-term averages are shown in Table 5. Note that trait numbers 2. customer contacts and decisions with the ultimate goal to capture knowledge. The group can use documented sources and all other possible sources.

as opposed to complex analysis of the subject matter.Formation of a Competency Framework 103 Table 5. Thoroughness and follow through Knowledge of his/her product line Willingness to go to bat for the buyer with the supplier’s firm Market knowledge and willingness to keep the buyer posted Imagination in applying his/her products to the buyer’s needs Knowledge of buyer’s product lines Diplomacy in dealing with operating departments Preparation for well-planned sales calls Regularity of sales calls Technical education Average Per cent Mentions 65 59 54 41 23 18 16 12 9 7 Using this as a benchmark. researcher Larry Craft further analyzed the most successful salespeople at a major life insurance company. Using a personality profile questionnaire. 5. Intuition: The degree to which a person relies upon experiences and feelings to make a decision. 10. Craft recommended that organizations train these trailblazer individuals and provide them with ready support for their questions and problems. Assertiveness: An individual’s ability to control the actions of others. Top performers were characterized as ‘high ego drive’ individuals. 6. insurance professionals identified as top performers scored high in: Emotional Intensity: The salesperson’s sense of urgency or drive towards short-term goals. 9. A related benchmarking study similarly used expert-modelling techniques to analyze superior insurance salespeople. 8. 3. 4. Expert . 7. 2.1: Sales Competencies Deserved by Customers Sales Traits 1.

104 The Handbook of Competency Mapping modelling requires documenting (writing. If strategic decisions are taken to expand the market. In this situation a model available may be adopted and changes may be brought into focused. Established Models Other than starting from scratch and developing a model. Both should be taken into account when developing a competency model. Notes are made during and directly after sales calls. Management Directed The model may be dictated by the top management. A five-year study of top producers found that: Top salespeople almost never follow a canned. they are radically different from each other too. add products or change . the available documented process or collection of data on past work is of less value. step-by-step sales call. This shows the anecdotal nature of soft information approaches— even relatively structured ones such as expert modelling. It illustrates the importance of using a variety of input sources and viewpoints. For an organization going through a transition phase. Internal views tend to focus on selling activities and external views concentrate on service factors. Top salespeople are flexible enough to change a prescribed selling approach if the customer is ready to buy. in order to understand how to sell to them. Top salespeople are more customer oriented than product oriented. These models are not only different from what customers and managers identified. another resource is to adapt a completed model from an outside source as given in Chapter 2. Top salespeople learn how prospects make buying decisions. audiotape or videotape) everything the salesperson does. Top salespeople vary their speech to mimic customers’ patterns. towards continuous development. Top salespeople use stories and metaphors to make their point.

the project team after reviewing all the potential sources have to select their research approach by design rather than by default. The summarized format of sources of Competency Information is given below in Table 5. Management should give directions explaining the strategy—what the organization needs to do. Each competency is defined. The rest of the competencies may be competencies specific to various positions. systems and procedures are not in place.2: Sources of Competency Information Job Title __________________________________________________ Other Details ______________________________________________ CATEGORIES By Assumption (contd. A generic competency model is common to all positions that comprise two-thirds of the employees. The various models give way to many ideas for proceeding. In some cases. the data does not exist. Third-party Models Third-party Are there any available competency models that organizations could start with? A number of organizations have developed competency models. specially for new ventures. Many organizations prefer to develop custom models with significant standardization of processes. consisting of competencies. and no industry-specific model is available.Formation of a Competency Framework 105 technology. A competency model thus comprises of the position of a model. This is the way to move forward in the process of model development. definitions and standards by positions and assessment. but the existence of many options also makes it difficult to select the best. and has a common vocabulary and purpose. Table 5. the necessary competencies will be required.2.) . The research base must support the accuracy and validity of the model and its assessment process. While developing models.

) .2 (contd.106 The Handbook of Competency Mapping Table 5.) By Law By Industry By Organization By Work Group By Background Information POSITION DOCUMENTATION Industry Research Vendor Information Customer Feedback Regulations Certification Requirements Quality Programmes PROCESS DOCUMENTATION Procedure Manuals and Flowcharts (contd.

) .2 (contd.) Value-added Flowcharts Time Log Job Task Analysis Customer Contact Maps EXISTING DOCUMENTS Job Description Union Contracts Development Planning Documents Performance Plans Appraisal Forms PERSONNEL DEVELOPMENT RESOURCES Training INTERVIEWING Customers Suppliers (contd.Formation of a Competency Framework 107 Table 5.

styles and competencies can be assessed by different techniques or a combination of techniques. one can draw a job profile particularly for one’s own job.2 (contd.) Employees Supervisors TEAMS Focus Group/Cross-functional Teams BENCHMARKING Superstars Expert Modelling ESTABLISHED COMPETENCY MODELS Management Directed Third-party Models For the formation of a competency framework a combination of abilities. motivations. Using the above-mentioned techniques and from one’s own experience.108 The Handbook of Competency Mapping Table 5. interests. skills. personality traits. qualities. aptitudes. It is basically a list of characteristics. traits and skills that are .

Quality Management Systems—General Requirements. tolerate ambiguity. Analysis and Improvement—Monitoring and Measurement (Template 12) and Performance Appraisal (Template 13). For example. Control of Documents (Template 6). Documentation Requirements (Templates 3. Case in Point—One Various organizations will have information in different forms spread over organization chart. Responsibility and Authority (Template 8. . This is followed by BEI and other interviews for developing the Framework of Competency. 4). Quality Management System—Quality Manual (Template 5). Customer Focus. 9. It also includes the list of ‘jobs’ one has to do in a particular position. a manager is a decision-maker and thus to take decisions he/she should also show commercial awareness. Measurement.Formation of a Competency Framework 109 required to do a particular job well. 10. Management Responsibility—Management Commitment. procedures. which is available with the organization needs to be analyzed thoroughly for better understanding of critical success factors. 11). roles and responsibilities. Control of Records (Template 7). In a manufacturing industry. Sequence of Operation for Production of XYZ (Template 2). the source of information was the Organization chart—Functional Heads (Template 1). etc. Competency mapping is concerned with the second part. and should also have the ability to do these jobs well. Quality Objectives. Such information. It measures whether a person has the competencies to do a particular task well..

DGM—Deputy General Manager. NSM—National Sales Manager . Sr.—Organization Chart—Functional Heads CMD—Chairman and Managing Director.Template 1 110 The Handbook of Competency Mapping Ltd. JMD—Joint Managing Director. Ltd.—Senior Manager. VP—Vice President.—Organization Chart—Functional XYZ Co. QA—Quality Assurance. GM—General Manager. Mgr.

Formation of a Competency Framework 111 Template 2 XYZ Sequence of Operation for Production of XYZ .

Records required by this international standard. monitoring and analysis of processes. operation and control of it’s processes.112 The Handbook of Competency Mapping Template 3 ISO – 9001: 2000 Quality Management System General Requirements We have established. Documentation needed by an organization to ensure effective planning. documented. Template 4 ISO – 9001: 2000 Quality Management System Documentation Requirements Our quality management system is documented. Determining the sequence and interaction of these processes. Determining criteria and methods for effective operational control. Planning actions for continuous improvement. Quality manual. Documented procedures required by this international standard. Information availability to support operational monitoring— measurement. which includes: Quality policy and quality objectives. . implemented and maintained a quality management system to continually improve it’s effectiveness in accordance with this international standard by implementing the following: Identification of the process.

only one copy is kept. Management representative maintains a list which indicates the latest revision status of the document for the entire organization.Formation of a Competency Framework 113 Template 5 ISO – 9001: 2000 Quality Management System Quality Manual The quality management system manual includes: Quality manual (level 1). Whenever a revised document is received/issued. Control of documents includes the following steps: All the departmental heads have a master list of the documents pertaining to their areas. . Records and applicable external documents related to standards and customers (level 4). Departmental manual covering all mandatory procedures (level 2). Obsolete documents are returned to the management representative. Template 6 ISO – 9001: 2000 Quality Management System Control of Documents A management representative is responsible for maintaining all controlled documents related to ISO 9001: 2000 requirements. stamped ‘OBSOLETE’ for reference and all the other copies are destroyed. All documents are given an identification number for easy reference. Work instructions which describe how a specific activity is to be performed at all department levels (level 3). document control procedure is followed.

Template 8 ISO – 9001: 2000 Management Responsibility Management Commitment Our organization is committed to the development and implementation of the quality management system and continual improvement by ensuring the following: .114 The Handbook of Competency Mapping Prior to issue. records are retained for one year. Control documents are stamped ‘CONTROLLED COPY’ in ink that is of any colour other than black. Template 7 ISO – 9001: 2000 Quality Management System Control of Records Records are maintained to demonstrate: Compliance with quality management system Performance related to achieving objectives and targets The records include operational records. internal/external audits and management review records. documents are approved by the person who is authorized to do so. They are protected against damage or loss. training records. Changes to the documents are approved by people who have background information so that they can make the right decision when checking the changes. It is ensured that the latest issues of the documents are available when they are needed. The records are legible. Documents of external origin are identified and controlled. Unless specified otherwise. readily identifiable to the relevant operational activity.

Template 9 ISO – 9001: 2000 Management Responsibility Customer Focus We have documented the following: The external/internal customer requirements at all department/ operational manual level. The statutory and regulatory requirements related to the product are explained to all employees. Quality objectives and targets are established at the company as well as all departmental levels. Latent need of customer for specified or intended use. Overall production efficiency is calculated in terms of percentage on the basis of number of finished products sent to the warehouse vs. To determine the specific requirements of a customer. weights and measure act. Management review of the quality management system is carried out at necessary intervals. These include external standards. total moulds filled in the casting department. including requirements for delivery and post-delivery activities. Quality policy is understood and implemented by all employees. packaging act.Formation of a Competency Framework 115 Customer requirement is explained to all employees in order to satisfy the customer. . Template 10 ISO – 9001: 2000 Management Responsibility Quality Objectives Procedure for Measurement of Objectives 1. Adequate resources are made available.

Vice President The Vice President is responsible for general administration and production co-ordination including manpower planning. as well as to look after the interest of the shareholders of the company.116 The Handbook of Competency Mapping % of efficiency = 6QVCN PWODGT QH HKPKUJGF RTQFWEVU UGPV VQ VJG YCTGJQWUG ¥  6QVCN OQWNFU HKNNGF KP VJG ECUVKPI FGRCTVOGPV 2. Vice 3. In his capacity as Chairman and Managing Director. Joint Managing Director The Joint Managing Director facilitates the above listed programmes and policies of the company. The pitcher ware is measured in terms of percentage % of pitcher = 6QVCN PWODGT QH RKVEJGT YCTGU ¥  6QVCN PWODGT QH QPEGHKTGF RKGEGU UQTVGF Template 11 ISO – 9001: 2000 Management Responsibility Responsibility and Authority Chairman 1. 2. as laid down by the Board of Directors for the growth and prosperity of the company. % of customer complaint = 6QVCN PWODGT QH EQORNCKPU TGEGKXGF ¥  6QVCN PWODGT QH RKGEGU FKURCVEJGF KP VJG FQOGUVKE OCTMGV 3. It is his responsibility to ensure proper planning and execution of the policy and programme. public relations. . Chairman and Managing Director The Chairman and Managing Director of the company has control over all the affairs of the company. Customer satisfaction is measured on the basis of the customer complaints received from the market. he presides over the meeting of the company’s Board of Directors.

planning and execution of work relating to economical activities in new projects. as well as recording and reporting results to the management. It conforms that an audit programme is planned taking into consideration the status and importance of the processes. Template 12 ISO – 9001: 2000 Measurement. Analysis and Improvement Monitoring and Measurement An organization has a determined and established process for the measurement of quality management performance. to identify potential opportunities for improvement. Audits are performed by personnel other than those who perform the audit. and the nature and frequency of reviews is defined. is based on the status and importance of activities. The methods and measures for obtaining customer satisfaction information. areas or items to be audited and the results of the previous audit. frequency and methodologies. The procedure for internal audit covers the audit scope. He is authorized to sign cheques jointly with another bank signatory and also to sign a Purchase Order in accordance with the mandatory limits set from time to time. An organization monitors information and data on customer satisfaction and dissatisfaction. Audit process. data. as well as the responsibilities. .Formation of a Competency Framework 117 smooth administration. Customer satisfaction is used as a measure of system output and internal audit is used as a tool for evaluating ongoing system compliance. including the schedule. requirements for conducting audits. We have established a process for performing objective audits in order to determine if the quality management system has been effectively implemented and maintained.

5. performance is to be measured on the basis of the target fixed and cumulative results achieved in the year 200_–200_ Target Current Year Q1 Q2 Q3 Q4 Target Achievement Cumulative Achievement Key Results Areas Achievement Last Year 118 The Handbook of Competency Mapping 1. 2.Template 13 Perfor formance Performance Appraisal A. 4. 3.1 Performance Measurement System—Employees on the job. 6. .

3. 2. Q-2 1. 3. 4. 2. 4. Q-4 1. 3. 4. 2. Q-1 1.Suggestions Q-3 1. 2. Signature of the Appraisee: Signature of the Appraiser: Formation of a Competency Framework 119 Signature of the Reviewer: . 3. 4.

Productivity 3. The customer integrated operations have two critical functions— customer service delivery and subscriber acquisition through the World Web Express (WWE) architecture. The information gathered for developing the model is primary responsibility. financial authority and primary interaction. The Role has to work closely with the Cluster Head to achieve business goals as follows: Achievement of Postpaid & Prepaid Sales Targets Achievement of Collection Target Rs. Customer Integrated Operational Units (CIOU) Collections The role has to provide guidance and direction for the WWEs for enhancing postpaid business as well as participating in the prepaid acquisition and recharge sales. 2. Unique Role Unique Role Code Unique Role Name Line of Business Function Number of incumbents in this unique role Geo-Postpaid Postpaid Zonal Lead Wireless Postpaid Sales As per the Zone Structure of the circle Primary Primar y Responsibility The role is responsible for: 1. Nos.120 The Handbook of Competency Mapping Point—Two Case in Point—Two In a telecommunication organization the unique role/s were identified for which the job/position competency model is to be developed. internal and external. Mn. key results areas. . Channel partner: Number—Capillarity. people responsibilities. reporting structure.

Structured lead generation activities to increase the size of the prospect funnel. Outbound Sales FOS = minimum 3/WWE Collection FOS = 1 FOS/500 Customers FOS callage and productivity enhancement through daily monitoring. Designing of special offers for the assigned customer-base in order to ensure up-selling. Maximizing collections from the customer base to 95 per cent + levels. Daily calls per FOS = 15/day Daily calls by Zonal Lead = 5/day Tracking Web World Express (WWE) Return on Investment (ROI) on an ongoing basis and initiating corrective measures for enhancing WWE returns. Coordinate with Care. Timely and proactive market intelligence feedback to cluster head WWE: Proper manning and deployment of trained staff. Helping the WWE franchisee to attain store viability in as short a time as possible. Ensuring adequate capillarity of Convergence Plus (CPs) and Fiber Optic Services (FOS) to meet prospecting norms and conversion rates. Relationship management with the assigned customer-base of the CIOU. Merchandizing and Promotions. Deployment of all processes/systems for acquisitions/ fulfilment. . B and C teams. that in turn lead to target achievement. cross-selling and references. Initiating action for churning high Average Revenue per User (ARPU) competition customers. Weekly review meetings with the Zonal Team and WWE team for business development.Formation of a Competency Framework 121 Local marketing activities: Signages. Physical and telephonic contact with the customer-base and committed problem resolution through organization.

Agency – roll staff From outside FOS & Sales Telecallers . of Incumbents From related companies Promoters.122 The Handbook of Competency Mapping Stock availability with CPs/WWEs. Promotions: upsell—cross-sell Reporting Reporting Structure Reports To Functionally Unique Role Cluster Head Or Cluster Postpaid Lead (if appointed) Role Code Geo-Sales – GS01 Geo-Sales – GS02 Administratively Roles Reporting into this Role From within organization Unique Role Role Code No.

Key Results Areas (KRAs) (KRA 70%. RR 20%. WWE.) Channel Partner and WWE coverage: Callage Formation of a Competency Framework 123 Brand Visibility within the territory. Plan and product awareness though promotions . Key retail A/c) POS WWE Channel Capillarity: CP appointment Channel Productivity: WWE profitability and ROI Customer Retention of top 10 per cent Customers (ARPU) & Churn <1 per cent in this category /week Routine Responsibilities Weightage 30% 25% (contd. ICA 10%) Weightage 40% 20% new 10% POS 10% 10% WWE new CPs 10% Perspective KRA-Measures Target Actual Rating Financial Sales Targets – Postpaid Sales Targets – Prepaid (Through POS.

(contd.g.) 15% 15% 15% Training of staff at WWE and Channel partners Training hours Customer Relation management—issue resolution. Market reach of open Mkt H/s 124 The Handbook of Competency Mapping Acquisition from cross-selling to customer base . tariffs. key outlets Individual Contribution Areas 50% 50% Weightage Special Projects e. special offers Competition Tracking—products.

Demonstrating sales techniques on the job— leading by example.) Yes (FOS) Financial Authority Area Revenues Profit Collections Achieve 95 per cent + collection and reduce outstanding collections.Formation of a Competency Framework 125 People Responsibilities Area Recruitment Training Responsibility WWE Franchisees. subject to approval of the Circle Postpaid Head. Ratifying all WWE claims prior to submission. Imprest for local promotional activities. Authority Meeting monthly collection and sales targets. Regular review of CIOU collection performance along with the collection team. Tariff’s. Negotiation and Objection Handling Skills to FOS. Ensuring customer satisfaction through addressing pending issues and convincing trade and customers on objections. if any. Processes and competition offers/practices to all customer facing units. Channel Partners and FOS Class Room Training on Products. Budget Expense Approval Negotiation Cost Reductions . Coaching and career development of Team Leader and key FSD/FOS for enhancing productivity Structured Review of all CIOU’s and FSD/FOS Career Development Performance Appraisal Job Allocation Administrative (Leave sanction etc. Selling.

achievement analysis. follow-up on ensuring daily remittance of collections and other amounts.126 The Handbook of Competency Mapping Primary Interactions—Internal Primar y Interactions—Internal Who Cluster Head or Cluster Postpaid Lead Why (Purpose) Clarity on day to day objectives /operational issues requiring support. Customer contact for relationship building. promotional support. Relationship building and business enhancement. Prioritize tasks and resource deployment. Overall strategy dissemination and review. Work towards 100 per cent FTR at WWE’s and ensuring loop closure for all cases. Smooth and effective execution of lead generation activities and product promotion. process/tariff communication. Regular interaction with Zonal CC to drive SLAs at WWE. etc. target setting. market feedback. Cluster Customer Care Team Cluster Commercial Team Primar y Interactions—External Primary Interactions—External Who FOS of Channel/ Channel Partners Why (Purpose) Daily Performance Review of WWE and FOS. prospecting and lead generation activities. claim settlement on time. issue handling and lead generation. road blocks. etc. Regular interaction with Commercial leads to ensure system adherence and process compliance. Consumers Promoters Channel mapped to CIOUs . tactical activity planning. Target vs. training and other input planning. collection review. collection data feedback.

However. other interviews. peers. skills. facts. 6. These assessments are based on observation. traits. Competencies—namely. motives—have to be integrated with the HR system. Linked with the HR systems. the competency model is applied in the various HR functions. is finally achieved after going through a rigorous process. superiors and others. Competency is to be mapped on the supply side (Fig. there is also a need to assess these competencies by other techniques in order to validate the assessment of the panelists. probing questions. BEIs.Competency Mapping and Assessment Centres 127 CHAPTER SIX Competency Mapping and Assessment Centres I DENTIFICATION of competencies and the development of competency models. knowledge.1: Competency Mapping Model . performance and results achieved. An assessment centre is an alternative to validate the Fig. 6. Chapter Four exhibits various formats to map the various competencies with the HR functions. both generic and specific.1) (both internal and external supply) with the developed competency framework model to the job requisition. behaviours perceived.

A high percentage of people who had passed had to be returned to the unit because of their lack of ability.128 The Handbook of Competency Mapping competencies with the help of various tools. History A Histor y of Assessment Centre Assessment Centre in the UK How were the people assessed earlier? This approach of an assessment centre in organizations started just two decades back. This is the most important step in mapping the competencies once they have been identified. promote them or to put them on a ‘fast-track’ scheme. it incorrectly ascribed potential to a large number of those it did get to assess. It is a combination of methods. the assessment through all methods/ techniques is brought together to indicate what is crucial for high performance. Looking into history. The judgement was formed on the basis of their background or their achievement in the ranks. which comprises of simulations of the key elements of the job under the headings of various companies. in 1942 War Office Selection Boards (WOSB) were introduced in the UK to select officers. furthermore. How were the People Assessed Earlier The assessment centre is a method or an approach that is used to make decisions about people—to choose them. The old system relied on interviewing people who had been judged as likely to be of officer quality. objective selection tests and separate personal interviews by three . Anstey (1989) recounts that the system where the boards replaced had clearly broken down. The objective is to obtain the best possible indication of people’s current or potential competence to perform at the target job or job level. The new system was decided upon by the Directorate for the Selection of Personnel and included leaderless group exercises. These achievements could range from gallantry to exceptional smartness. The assessment is observed by a team of assessors. With this method of preselection the old system missed even the chance of interviewing many people who actually had bad officer potential.

Sears. higher-level managers and other specialists. the pioneering work undertaken by the Office of Strategic Studies used the method to select spies during the Second World War (MacKinnon 1977). In the UK a greater emphasis was placed on group .Competency Mapping and Assessment Centres 129 assessors. written communication skills. However. which largely stemmed from the original background to their introduction. They found that women had advantages in administrative ability. General Electric and JC Penney (Finkle 1976). interpersonal skills and sensitivity. Putting together the information they determined that women and men had similar management potential. In the USA. The biggest difference was in men’s traditionally masculine interests and women’s traditionally feminine interests. In the 1970s they initiated a new study of 344 lower-level managers. They assessed 422 lower-level managers who were mostly of white-male origin. about half of whom were women and about one-third were minorities. then by IBM. There were no differences in intellectual ability.and upper-level managers. Its use has increased since the 1980s. Men had advantages in company loyalty. a junior officer and a psychiatrist. oral communication skills or stability of performance. There were differences between the US and UK approaches. post-war development moved to the private sector. The pioneer was the American Telephone and Telegraph Company (AT&T). The panel of assessors included a senior officer. Assessment Centre in the USA In the USA. motivation to advance in the company. energy and internal work standards. race differences were stronger. attentiveness to power structures. They were considered to be representative of AT&T’s future middle. The most significant finding of this study was that managerial potential is highly predictable. Anstey describes how the new procedure resulted in a ‘dramatic rise’ in the success and led to its acceptance throughout the Army. The method was taken up by Standard Oil of Ohio in 1962. which used assessment centres in its management progress study. This led to the use of Assessment Centre (AC) as an aid in selecting first-line supervisors. leadership ability. which began in 1956 (Bray 1964) to investigate changes in personal characteristics as managers moved through their careers.

found that 59 per cent were using assessment centres for a broad range of staff and 43 per cent were using development centres. In 1986 Robertson and Makin reported that slightly more than one quarter of the organizations who employed 500 people or more used assessment centres. The growth in the use of assessment centres in the UK has been rapid. companies who wished to train their staff would send them on a training course outside the organization. Industry The Use of Assessment Centres in the Industr y Modern assessment centres in the UK tend now to follow the American format although there are still some which have their roots in the public sector civil service model. A survey by Roffey Park Management Institute (1999) reported broadly similar results. a survey by the Industrial Society (1996). organizations are now investing more in their existing workforce.000 people used them. based upon 414 replies. (1995) reported that 45 per cent of the organizations who responded used assessment centres and that their use was more prevalent in the private sector and by larger organizations. Assessment centres were used by 62 per cent of respondents and development centres were used by 43 per cent. reported that more than one-third of the companies employing over 1. A majority of respondents (57 per cent) also expected the use of both types of centres to increase. Organizations have also come to realize that to be competitive they must constantly invest in the development of their staff. This has meant that rather than selecting new employees. while most recently Boyle et al. The Roffey Park respondents also foresaw a continued move from assessment to development . leaderless group exercises with assigned roles and two person role plays. In 1989 Mabey. and there has been an increasing emphasis placed on delivering training that is relevant to the organization’s needs and business objectives. In the UK.130 The Handbook of Competency Mapping exercises with an appointed leader. group discussions and long written exercises. whereas in the US more emphasis was placed on in-tray exercises. The main reason behind this has been the realization that centres have the element of decision making in selection and promotion that can have a demoralizing effect on those individuals who have not been performing. in order to enable them to respond effectively to an increasingly uncertain market. Traditionally.

while 19 per cent used development centres. HSBC. ICICI. To ensure that the competency dimensions are properly covered. it also begs the question: ‘Competent’ at what cost? Job analysis reveals the typical and representative situations faced by people in the job and what are the main outputs in these situations. If the job analysis competencies are correct and the exercises are well designed as simulations of the job. Tera Nova. In the USA. The Roffey Park results repeated those of earlier years by showing that both assessment centres and development centres were the province of larger organizations. and their modified forms. It was found that assessment centres were used by 29 per cent of the organizations employing up to 50 people. compared with the 72 per cent of the organizations employing more than 5. Motorola have well-defined assessment centres to look into the overall personal and organizational growth. Not only does this have to be seen as a vital part by those with power in the organization. The HR strategy aims to ensure that the organization has competent people. Lowry (1996) conducted a survey of publicsector organizations and found that 62 per cent used assessment centers. The centre should be a part of the HR strategy which in turn needs to be linked to the business strategy. An individual’s behaviour and effectiveness in a certain job that requires complex behaviour is predicted by multiple KSAs . Tata Group.1. A grid of competency dimension by exercises is presented in Table 6. to improve their human resources capital. it is usual to have a grid of dimensions against the exercises and check off which dimensions will be shown by each exercise. Colgate. Ranbaxy.Competency Mapping and Assessment Centres 131 centres. Diverse companies like HUL. It is important to fine-tune exercises as far as possible to bring out represented dimensions and under-represented dimensions. If some dimension is more important it should be measured by three or four assessment tools. it will be possible to see the competencies in people’s performance of the exercises.000 staff. The competence model revealed by the job analysis is to be performed effectively in the exercises and tools. Many industry leaders are currently using assessment centres. If the competencies cannot be observed in the exercises or tools then present exercises need to be revisited for amendment or new ones need to be developed. All competency dimensions should be measured by at least two assessment tools.

1: Grid of Competency Dimensions by Exercises/Tools Interview * Role Play In Tray Group Problem Group Negotiation * * Psychometric Test 132 The Handbook of Competency Mapping * * * * * * * * * Breadth of Awareness Clarity of Understanding Innovative Result-oriented Self-confidence Sensitivity to Others Co-operative Patience * * * * * * * * * * * * * .Table 6.

viz. AT&T: This dynamic organization stresses to be amongst the front-runners in the following aspects: Respect. Innovation. Business Understanding. Efficiency. Dedication. Values and Ethics. Influencing People Skills and Leadership. Tata Steel: As guided by the Tata vision of doubling the revenues every four years. Commitment. Innovation and Teamwork. Leadership. The various positions were divided into clusters and jobs. Vision and Purpose. The advantage of this process is that if someone with a lower score is short-listed. success can be achieved by those who master Complexity. Adaptability. whose feedback at the end of the task is also assessed. Developing People. Their assessment process involves a series of indoor and outdoor practical team tasks. AlliedSignals: AlliedSignals. Integrity. Johnson & Johnson: At Johnson & Johnson. Leading Change and People Management. each with a nominated leader and non-participant observer. Innovation. Customer Focus. High Standard of Integrity. Aptitude. thus reinforcing transparency in the whole system. Teamwork. TISCO launched the Performance Ethic Programme (PEP) that focused on the main competencies that are required by their business. these assessment centre scores are used as a basis for discussion from which a short-list of candidates for further interview is agreed upon. Citibank: Citibank takes a lot of pride in its human capital and focuses on the following values and competencies: Business Opportunity. Communication. This leads to the need to identify and then assess KSAs and requires multiple assessment methods and assessors. Relationship and Change Management. Customer Focus. ITC: ITC looks for Strategic Mindset. an advanced technology and manufacturing company. Motorola has spent considerable time in developing management competencies based on skills. knowledge and behaviours. Focus on Organization . Skills). Rather than being treated as ‘tables of stone’. serves customers worldwide with aerospace and automotive products. Making Things Happen. Bias for Action. with the top 100 positions requiring the following competencies: Strategy Ability. Entrepreneurship. there are still clear and openly expressed reasons for doing so.Competency Mapping and Assessment Centres 133 (Knowledge. Business Acumen. They identified success attributes..

One-to-one Exercises—These exercises involve role players who play the role. It is important that the participant responds the way in which he/she would in a real-life situation. If the number of such exercises is large they become dull. The in-tray can also include simulated e-mails. Caring for Stakeholders and Customers and being Action-oriented. Team Work. Aventis: Aventis focuses on the competencies: Respect for People. Types of Exercises Written Exercises—These are simulations of the written work that might be undertaken by the target-level job holder. They may be asked to write the outcome of a group discussion for itself. In interactive exercises the participants are required to give a written component of the interaction. decision making or negotiation. Nowadays the in-tray might be computed and partly presented to people by computer. Customer/Market. Integrity. Items are targeted upon particular competencies and it is made clear to participants that it is not a test of delegation. HUL: The competency model at HUL comprises of Truth and Trust. which simulates the typical pile of papers that might confront a job holder on a particular day.. and Believe in Innovation and Independent partnering. It provides concrete evidence of the person’s cognitive competencies and removes ambiguity. In-Tray—The most famous written exercise is the in-tray or inbasket. An issue is given to all participants. Sense of Urgency. Creativity and Empowerment. Analytical Exercises and Interactive Exercises—This type of written exercise involves engaging the participants in an analytical exercise. Networking. roles or outputs . Customer Focus. It is essentially an act of fact finding.134 The Handbook of Competency Mapping and People Development. They are completed by the participants themselves. Innovation and Integrity. Pfizer: Success can be achieved at Pfizer by those who have competencies. viz. The choice of the setting. Courage Competencies of day to day work. Leadership.

Group Exercises—These should replicate the key types of groups with whom people in the job will be involved. The group should be a mix of people based on their performance. It replicates the situations managers usually encounter. while preserving fidelity. somebody who has done badly in one exercise is able to do well in later exercises. The participants should be encouraged for their views and comments. Vignettes—To avoid role plays video-vignettes can be used. The vignettes present participants with videotaped lead-up to a situation with oral responses. Integrating the exercises is a bonus and the centre should not distort the goal. The focus should be on: Clarity of instructions Time limit Difficulty level . the role plays might provide information that helps the participant to complete the written exercise. At times the participant may assume a fictional character—a particular manager. It adds realism though it may be time consuming. Harmonizing the Exercises—The different exercises once drafted need to have standardized instructions and a format of the outcomes. It also helps in avoiding replication of the lengthy background information needed before each exercise. It is a form of situational testing. Furthermore. There might be some issues which are common across the exercises. At times two role plays might occur as interruptions to the written exercise that contains material relevant to the role plays.Competency Mapping and Assessment Centres 135 depends on the job analysis. It should be clear. One has to ensure that with linkages. Integrating the Exercises—An assessment centre can have much more impact if the exercises are clubbed together in an integrated centre. Trial of Exercises—The exercises once developed should be tried out on a group of people who are at the same level in the organization as the people who will go through the centre. participants should know exactly what the setting is and what they are meant to do. it ensures that participants are presented with a consistent situation.

This grid would be a compilation of all exercises together on a rating scale as shown in Table 6. Thus it is difficult to choose a set of exercises that best address the dimensions. Off-the-shelf Off-the-shelf Exercises Off-the-shelf exercises are also available. In this case the competency . But these exercises are not specifically designed with the organizations’ competency dimensions in mind. It is essential for the assessor to understand the competency dimensions and behavioural indicators so that they can interpret in terms of the dimensions and the actual behaviour of participants. the greater the agreement on marking among assessors.136 The Handbook of Competency Mapping The trial run should be video recorded for the assessors’ training. The behavioural anchors should ascertain both positive and negative behaviours that participants may produce for each competency. To summarize the ratings. a rating grid is required.2. thereby a guide to the linkages and issues in the exercises is developed. These are readily available and cheaper than developing one’s own exercises. Exercises which best match the requirement may be chosen. The desired changes that are considered beneficial need to be incorporated. a ‘behavioural framework’ for each exercise should be developed. Similarly. The focus can be on two or three participants with difference in the level of competence. the formatting of the record sheet would vary from exercise to exercise depending upon the nature of outcome and the dimensions. Where possible. It should give the positive indicators of the competency dimension and the rating scale. However. All possible responses can of course never be anticipated. It provides a check so that the dimensions are addressed properly. The more specific the guidelines. If there is more than one dimension it may also be indicated. with written exercises the dimensions that each part of the exercise is targeting should be indicated. With each exercise there needs to be a response recording sheet. so that assessors can concentrate while practising their observation and recording skills. The focus should be to record the evidence of negative and positive indicator for the dimension. It is necessary to decide upon the marking guides for the assessors’ training.

2: A Grid for Ratings Assessment Centre Grid Name Number Interview Role Play * * * * * * * * * * * * * 1 2 InTray Group Problem Group Negotiation Psychometric Test Ratings * * 3 4 5 * * * * * 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 * Competency Mapping and Assessment Centres 137 Breadth of Awareness Clarity of Understanding Innovative Result-oriented Self-confidence Sensitivity to Others Co-operativeness Patience * * * 1 1 1 * 2 2 2 3 3 3 4 4 4 5 5 5 .Table 6.

the marks will be less productive of job performance to the extent that the exercises are not a genuine preview of the job. Herein the consultant takes a basic exercise and customizes it to the need of the client organization. adapting exercises to the organization may raise certain legal issues on copyright. The advantage is subcontracting a time-consuming procedure. The tray of group exercises are also irrelevant to the target job but are included. They are written with the objective in mind. Customized Exercises Somewhere in between off-the-self and tailor-made exercise are customized exercises. Off-the-shelf exercises. to be meaningful to the job. These would not have the language of the organization and the buy-in of line managers. the advantage is that there is no development cost and off-the-shelf exercises can be obtained immediately. The element of objectivity and independence would be higher. They are statistically analyzed and are reliable as well as valid. However. simply because most of the organizations have them. However. External External Centre Another option is to send people to centres run by a consultancy. These exercises cannot target the particular job or job-level of a particular organization. as they do not require involvement during the development.138 The Handbook of Competency Mapping dimensions are being fitted to the exercises rather than the other way round. The need of parallel versions is particularly strong if the objective is promotional or quasidevelopment. The disadvantage is that the exercises are not tailor-made. They are developed on the basis of research and possess in-built psychometric properties. but they are a . invite lack of understanding which makes training of assessors difficult. they cannot be sent to preview how the person would behave in the job. While assessing. though they may simulate some aspects of managerial jobs that are generic across organizations. As they do not simulate the target job. All exercises may not be customized. but it will be cheaper than designing tailormade exercises. The in-tray has items that fit into the organization. giving a genuine simulation of work at the job or job level in the organization.

Competency Mapping and Assessment Centres 139 cost-effective alternative if the number of people to be assessed is less. There might be cases of significant differences between the assessment of assessors and ratings of self-assessment. However. additional information is needed for making decisions based on the overall competency model. Interviews can also be carried out by experts in the external centre based on desirable experience and qualifications. It may also be used to ask pressure-related questions experienced in the past. This is not promising. This may be an important basis to assess how participants viewed each other before the exercises. Participants may be assessed before the start of the assessment centre and at its conclusion. Situational questions can be asked to probe into particular competency dimensions. exercises may not be sufficient. comparing it with their contribution at the group exercises. such assessments cannot be relied upon in all cases as people are selecting themselves for a potential job. Ratings by Self and Others Self-assessment—Self-assessment gets participants to think about themselves in terms of the competency dimensions. Major differences in assessment . in addition to the information provided by exercises. The interview has to be carried out systematically if it is confined to measuring certain identified competencies. there is a range of other material that is included for assessment. For assessing certain competencies. In addition this is a valuable information for selection and also for validity of peer assessment. Thus the dimensions and possible lines of questioning are specified beforehand. Peer Assessment—Peer assessment can be carried out before the assessment centre. Interviews—Several competency dimensions can be assessed through interviews. Non-exercise Material Though exercises are at the core of the centre. The recording is done on the recording sheet as in the case of exercises.

Depending upon which style of implementation has been selected. Line managers’ ratings are valuable as they help in analyzing the relation between the ratings given by them and those by assessors. Another advantage is ensuring the involvement of line managers. consult his/her boss and possibly any relevant HR specialists. Decide between two styles of implementing the process: (a) Open: The appraisee administers the early stages of the process. one person should perform both these roles. either the appraisee or the administrator/facilitator . with a need to know. Also appoint a facilitator. When implementing the 360-degree appraisal process the following points should be kept in mind: 1. 2.140 The Handbook of Competency Mapping by peers and assessors may yield important information about line managers’ ratings. 3. who should be an individual with great experience of personal development and the requisite counselling skills to help the appraisee with the difficult but important task of action planning. choosing who will complete the questionnaires (with the help of the facilitator) and sending out the questionnaires himself/herself. 4. the appraisee will not know the identification of the rates (except the boss). With this method. participants and peers. Ideally. (b) Anonymous: The process is carried out anonymously with the administrator/facilitator choosing the respondents and sending out the questionnaires. It also becomes the basis for the participants in deciding to try and approach the exercise situations differently. Identify an employee who would benefit from a 360-degree appraisal. Appoint an administrator to co-ordinate the entire process. 360-degree Feedback The 360-degree feedback process provides key inputs by helping participants to gain an insight into their strengths and weaknesses.

. One or two customers or internal clients should also be included if possible. giving appropriate guarantees about anonymity and confidentiality. irrespective of their performance level. The boss and appraisee must both complete the questionnaire. thinking carefully about the selections. The degree of confidentiality and anonymity (who will see the questionnaires/reports and how will they be used) should be communicated clearly at the outset and adhered to rigidly. 5. these materials should be delivered to the rater in an unmarked envelope. The implications of the feedback should be fully understood. All appraisees should have access to an experienced facilitator who has the necessary skills. Full support and respect should be provided to every appraisee. Once this has been decided. should be chosen. referred to someone who is able to do so. All questions or complaints should be handled by a qualified person who is not directly involved in the rating process. to be the facilitator in the feedback process. Up to three peers and three subordinates from a cross-section of jobs are required to give a wide coverage of views.Competency Mapping and Assessment Centres 141 should decide who is asked to rate. users should endeavour to adhere at all times to the following principles: Experienced HR professionals should be appointed to administer the entire process and ideally. Best Practice In order to conform to best practice. If anonymity is required. Feedback should be conducted in an accurate and sensitive manner. the questionnaires should be sent out with an envelope for return and a letter of explanation to the rater. Appraisees should be given accurate and satisfactory answers to all their questions or if necessary. Raters who are likely to be fair and dispassionate rather than very close friends or sworn enemies.

There are various types of personality inventories like 16 Personality Factors (PF). The entire process should be monitored and evaluated to ensure that it continues to be efficient and effective. Other tests may give more information like Myer Briggs Type Indicator (MBTI). personality inventories. attitude measures. Action plans should be completed and implementation should be led and subsequently monitored by the facilitator. Fundamental Interpersonal Relation Orientation-Behaviour . Rating Forms—All rating forms whether self. which give a straightforward measure and can be statistically related to the competency dimensions. It must be relevant to one or more of the targeted competencies to choose tests and inventories that are expected to add to information about the competency dimensions. The contents of a feedback report should never be revealed to anyone except the appraisee without his/her full agreement. Personality inventories should also be related to the competencies. These forms should be completed before the centre. etc. Occupational Personality Questionnaire (OPQ). The forms should be designed in such a way that there is opportunity to display the indicated dimensions in their work and demonstrate each competency at the centre. It might help employees to introspect and enhance their performance. when being designed should be targeting the same competency dimensions which are to be examined at the centre. peer. The shelf-life of the report should be communicated to all. ability tests. Also.. It is important that the organization chooses a test that is appropriate to the centre and its participants. Tests and Inventories Psychometric tests. there should be a check to determine whether people’s scores on the test or inventory actually relate to performance on the competency dimensions. can be combined with the exercises depending upon the information needed.142 The Handbook of Competency Mapping Appraisees should be encouraged to share their reports with anyone who might be able to assist with their development. career counselling and development. The additional information can be used for the feedback. line manager or 360-degree feedback. so that it is clear that the information provided is useful.

. Projective Techniques Techniques Another way of getting in-depth information is through the use of projection techniques like Thematic Apperception Test. However.Competency Mapping and Assessment Centres 143 (FIRO-B) and schemes’ measure of career anchors. developing such material and interpreting the results is a job that requires great expertise. It is recommended to consider developing projective exercises. which is valuable to understanding his/her competencies and to reveal the fundamental ways in which the person will need to grow and develop. It is only by understanding oneself that a fundamental change is possible. Targeting its own dimensions (rather than using the readymade originals) will be beneficial for the organization. Rorschach. An in-depth psychological assessment will yield insight into the person. Incomplete Sentences and Blank.

practical. A Effectively Advocate the Project Effectively Ask yourself the following questions to evaluate the commitment of the employees: What makes you believe that a competency model will be an effective tool for the purpose? Can you describe the process of developing a model. one is likely to face resistance. While embarking on the campaign to gain the support of key stakeholders. One has to gain commitment not only of those who have signed off the decision but also of those whose co-operation and goodwill is vital for the success of the project. long-term benefits and results? .144 The Handbook of Competency Mapping CHAPTER SEVEN Resistance and Recommendations competency model can help your company achieve its strategic goals only if others within the company are convinced. resources needed and potential applications of the model? How do you suggest the process be designed to ensure its success? What are the theoretical underpinnings of the process? How would you ensure the real.

As a next step. compliance. In a worst case scenario there might be resistance to the implementation of the project. they are more likely to listen. Keep collecting more information on these stakeholders and update the stakeholders’ map as and when you have new information. Now categorize them on the basis of commitment. . Now categorize the reasons. where you might not be aware of the person’s opposition until it has already caused damage. Stakeholders’ Stakeholders Map List all the stakeholders. Once people know that the business needs are being addressed directly and will facilitate practical human resource decision making. You may expect a varying degree of support. this will be most detrimental to the success of your project. Real commitment is not only to be in agreement that the competency model is needed but in supporting the initiative and compliance. Your Categorize Your Stakeholder Determine the likely gain or loss each one would have from the model if it was to be implemented. along with your colleagues involved in the project.Resistance and Recommendations 145 These questions if not answered will lead to resistance within the organization. Identify the Key Stakeholders and the Expected Support Levels of Suppor t Before the plan comes into action. In other situation there would be silent resistance. list all stakeholders— individuals and groups—who might benefit and also those who have personal reasons for not wanting the implementation. Try to answer how this project will benefit your department and how it will affect you personally. resistance and those most critical. further classify them on the basis of those who will be most influenced over the success or failure of the project.

meetings.. newsletter. If people are concerned that they will be expected to behave differently when dealing with their bosses and others. If people are not involved in the development of the model. e-mails. if yes. developing and appraising people. The reasons can be the following: If the purpose of using a competency model is not made clear. try to determine the likely reasons for their lack of commitment. how? When the model is developed for appraisal and compensation or for the 360-degree appraisal there is more anxiety which gives way to rumours: Whatever the objective. People are suspicious and sceptical about how the competency model will be used. Involve as many stakeholders as possible in clarifying the business need. Communicate through all forms of media. etc. Acknowledge their ideas and involve them in order to resolve issues and win over people. effective and frequent communication is most important to eliminate resistance for the success of the project. Once you have been successful in persuading them. identifying or validating competencies and designing the project implementation. they will . whether organizational intervention. or modestly involving just a few people. bulletin boards. The best way to deal with this is to treat the stakeholders as internal customers. If the managers feel that the use of a competency model will limit their power of choice or will increase the quantum of work when selecting.146 The Handbook of Competency Mapping Reasons for Lack of Commitment Once the stakeholders have been identified. Will it address the business needs. and solicit the input of a large number of people to minimize resistance. Ego gratification results when the stakeholders do not participate in the development stages of the project. The issues and needs of the stakeholders must be addressed before they are required to devote time and effort to an initiative. Identify what will be the concern of a stakeholder and address the resistance accordingly.

There will be a set of behaviours that should be nurtured and would help in assisting how to determine development experiences which are helpful. which in fact will help employees understand what is expected of them. . Hold a series of meetings to review the business needs that will be addressed by the competency model. Especially in situations where expectations of people are changing. cut-and-dried criteria which replaces their own judgement and skill. what they can do to develop their strengths and what elements of their jobs they should focus on in order to succeed. People doubt their instincts and abilities when interacting with people under pre-established. It should be shown as a tool for development and success rather than for primitive measurement. it may be emphasized that a competency model allays a lot of fear and anxiety by articulating and clarifying the expectations of everybody concerned. It would help in doing the jobs better. hold an informal discussion with individuals or teams to review reasons for development and implementation of the model and to answer any questions. It should be emphasized that the model will give clues about what to look at.Resistance and Recommendations 147 be converted into committed individuals. Resistance and Recommendations: Why and How? There are chances of resistance on the following issues: 1. Explicitly state the new behaviour required and why. choices and decisions. To the people the model may appear like a set of formulas. Consultative decision is always the best way to overcome resistance. A competency project may be seen as a threat to the status quo and may imply that people should change their behaviour. as well as what they need to do differently. Circulate a memo including rationale and details on how you will proceed. Convert this threat into an opportunity by clarifying the value of the competency model. It should be further reinforced that what people are doing is right. When the purpose of a competency model initiative is not made clear. Purpose of a competency model initiative is not made clear.

Ideally. how training budget can be better focused and how the recruiting cycle can be shortened while reviewing the actions for developing the model. how cost of turnover can be reduced. Need for introducing a competency model into the current human resource system is not seen. memos. speak in the ‘language of management’ regarding cost-benefit. invite small groups to be advisers during the planning process. Change the reward system to encourage the use of the model by stakeholders. 3. . to help identify what is necessary to ensure support later. High cost and reward is inadequate for supporting the effort. explain what the model will do to make the current system easier. year-end services and the like.148 The Handbook of Competency Mapping 2. one may consider using pilots to show the value of the process on a smaller scale before investing in a large-scale project. which demonstrate committed resources. 4. When the development of the competency model does not involve individuals in planning. 5. etc. demonstrate visible support by senior management through meetings. When the need for introducing a competency model into the current human resource system is not seen. When organizational resources to actually finish the development or implementation is doubtful. Key stakeholders should be used to identify potential problems and asked to generate ideas to avoid the problems.. Individuals are not involved in planning the development of the competency model. keeping account of critical internal activities such as product introductions. Also describe what is inadequate about the current system and indicate how the model will make the system more effective. Doubt over organizational resources/follow-through to actually finish the development or implementation. When the cost is high and reward is inadequate for supporting the effort. Provide prototypes on how the end-product will actually be applied to human resource systems. where the cost of external resources might be reduced by getting greater participation of internal resources. The deadlines should be flexible. Review action plans with individuals who have concerns about timing and solicit ideas on how to adjust or fine-tune the plan.

stand-alone instructions. Hotlines should be set up to provide tips on the tools. The related tools should be made easier to use with straightforward. 7. The tools should be tailored to the needs of functions or business so that there is instant credibility. 8.Resistance and Recommendations 149 6. Thus each source of resistance needs to be addressed and appropriate action needs to be recommended. Implementation of model occurs too quickly/slowly. When there is a history of poorly implemented changes to human resource systems. provide training and guidance on the use and implementation of the model. speak with people in the organization who have implemented major changes successfully. Plan small steps and quick successes to win over sceptics. Ensure sufficient resources to get the job done. be on the lookout for signs that the process is losing momentum and call for high-level supporters to show their commitment. . keep the process simple. Concern about what ‘using it’ really means. The pace of the implementation should be such that the people are not overwhelmed and are sensitive to the other demands of their jobs. History of poorly implemented changes to human resource systems/processes. When there are concerns about what ‘using it’ really means. When the implementation of the model occurs either too quickly or too slowly. It is important to provide a date of accomplishment in order to show progress. do a postmortem with sceptics on why the last one failed—what will it take to avoid the same problems.

.

Generic Competency Dictionary 151 PART TWO .

. Two—Hindustan Petroleum Chemical Ltd.152 The Handbook of Competency Mapping Part One of the book offers the framework for developing a competency model and issues related to developing the model and mapping competency in an assessment centre. This part of the book covers the following topics: Generic Competency Dictionary Generic Competency Model for Leadership Role in any Organization Competency Model for HR Leadership Competency Model for Automobile Industry It also provides practical cases developed as an outcome of the consultancy assignments handled in the last few years. Case In Point: One—Hindustan Sanitaryware Industries Ltd. (HPCL) Three—Gujarat Heavy Chemicals Ltd. The objective of Part Two is to provide a Generic Competency Model developed after continuous research that can be used by organizations off-the-shelf or customized to their needs. (GHCL) The given models and sample reports for individual development will be useful for those corporate firms which are still looking to develop the model.

Generic Competency Dictionary 153 CHAPTER EIGHT Generic Competency Dictionary Dictionar y ABLE 8. T Dictionary Generic Competency Dictionar y Adaptability Maintains effectiveness in varying work environments where circumstances and priorities are changing. Analytical Reasoning Analyzes. .1 shows the dictionary of various competencies and the related behaviour indicators. achieve. Appraisal Evaluates subordinates’ performance accurately and fairly. The starters can use this off-the-shelf and further customize it for the organization’s various positions while developing their own model. providing effective feedback on a regular basis. Ambition Is driven to do well. be effective. interprets and evaluates complex information arriving at logical deductions and conclusions. succeed and progress quickly through the organization.

interests and current work situation. Decisiveness Exhibits a readiness to make decisions. Flexibility Is able to modify approach in order to achieve a goal. Developing Others Develops subordinates’ competence by planning effective experiences related to current and future jobs. render judgements. .154 The Handbook of Competency Mapping Compliance Adheres to policies and/or procedures. in the light of individual motivations. or seeks approval from the appropriate authority before making changes. trends and problems. Delegating Appropriately designates responsibility and refers problems or activities to others for effective action. Empathy Understands the feelings and attitudes of others and is able to put oneself in others’ shoes. Entrepreneurialism Recognizes and takes advantage of new and/or expanded business opportunities. Fact Finding Uses investigative skills and research to gather information relevant to organizational issues. take action or commit oneself.

Interpersonal Sensitivity Deals with others in a manner that shows a capacity to understand and respond appropriately to their needs. seizes opportunities and originates action to achieve goals. data and arguments to gain agreement or acceptance of an idea. feel. self-starting.Generic Competency Dictionary 155 Following Through Establishes procedures and monitors the progress and results of plans and activities to ensure that goals are achieved. Influencing Uses appropriate interpersonal styles. Initiative/Creativity Is proactive. and ethical standards and values in the conduct of internal as well as external business activities. . social. plan or activity. Innovation Is change-oriented and able to generate and/or recognize creative solutions in varying work-related situations. methods of communication. Independence Takes actions in which the dominant influence is personal conviction rather than the influence of others’ opinions. Intuition Uses hunch. Integrity Maintains and promotes organizational. ‘sixth sense’ to identify issues and possible solutions.

Numerical Reasoning Analyzes. interprets and evaluates complex numerical as well as statistical information. commands attention and respect. using appropriate verbal and non-verbal behaviour to reinforce the content of the message. Personal Impact Creates a positive first impression. Listening Draws out opinions and information from others in face-toface interaction. organizational. Perfor formance Performance Orientation Is concerned to optimize the effective and efficient management of available resources. Negotiating Communicates information and/or arguments effectively. arriving at logical deductions and conclusions. and is socially confident.156 The Handbook of Competency Mapping Learning Learning Ability Assimilates and applies new. job-related information in a timely manner. Oral Communication Expresses thoughts effectively and convincingly. professional or sectional interests and constraints. gains support and acceptance of other parties and compromises when appropriate. . Awareness Political and Organizational Awareness Considers probable support or opposition to ideas or action in terms of external.

Generic Competency Dictionary 157 Prioritizing Accurately assesses the relative importance of objectives. while ensuring that short-term goals are met. Resilience Is able to maintain high performance levels under pressure and/ or opposition and is able to maintain composure in the face of disappointments. activities and events in relation to organizational goals. Taking Risk Taking Ability to stretch or go beyond personal/professional comfort. criticism and/or rejection. where appropriate. needs and limitations and the part they play in the exercise of effective management. to complement the roles of others by taking on the role of a leader. Self-awareness Is aware of personal strengths. Strategic Planning Sets goals and objectives based on a clear vision of the future and works towards their achievement. . peer or subordinate. Teamwork Co-operates with others and is able. with confidence in one’s own skills and abilities. Sociability Is socially outgoing and able to mix easily with others. Self-confidence Demonstrates a genuine belief in the likelihood of personal success and communicates a positive self-esteem to others.

motivated and energetic. Vitality Maintains a high activity level. Vision Is able to view events and possibilities from multiple perspectives. wellorganized and well-structured manner. Time Management Is able to plan and organize own use of time. develop future-oriented scenarios. Table 8. Written Communication Expresses thoughts in writing in a grammatically correct. and see the ‘bigger picture’. meets deadlines. is enthusiastic.) .158 The Handbook of Competency Mapping Tenacity Stays with a position or plan of action until the desired objective is achieved or is no longer reasonably attainable. ‘helicopter’ above the current situation. and does not have to rely on the last minute. Troubleshooting Able to gather information and quickly. accurately identify the causes of problems in work-related activities and processes.1: Generic Competency Dictionary Customer Partnership Relationship Management Negotiates requirements Manages needs and expectations Builds effective alliances Maintains personal contact Uses formal and informal communication (contd.

) Builds respect and trust Follows-up with customers Focuses on long-term relationship Business Focus Focuses on customer requirements Finds ways to improve service Understands client’s business Considers customer perspective Balances technology and customer requirement Prioritizes business requirements Stays abreast of technology and business Understands policies and impact Inspires and motivates to excel Articulates vision and purpose Ensures role understanding Delegates responsibility and authority Recognizes efforts and results Focuses on important elements Creates ownership of projects Promotes industrial accountability Accounts for impact on others Co-ordinates with all groups Straightforward about all issues (contd.) Team Collaboration Team Building Organizational Awareness .1(contd.Generic Competency Dictionary 159 Table 8.

) Developing People Respects Others On the Job Development (OJD)/Coaching .) Communicates with all parties Builds relationship network Includes relevant people Uses collaborative problem solving Negotiates and compromises ProblemSolving Skills Makes contingency plans Encourages group participation Helps without taking responsibility away Manages teams’ decision making Helps manage conflict Knows when to take control Helps others understand impact Uses group facilitation Seeks solutions not blame Maintains self-control Is sensitive to other’s needs Is fair and even handed Maintains other’s self-esteem Works with all people/levels Listens to obtain input Respects ideas and contributions Improves skills in team Uses cross-training and assignments Sets clear objectives Assesses employee needs regularly Is open to feedback Uses mistakes for learning Provides feedback Assesses skills for projects (contd.160 The Handbook of Competency Mapping Table 8.1(contd.

it can be rated on a 1–6 point scale. Below is another example of rating the behavioural indicators of various competencies.) Technical Integrity Technical expertise/ commitment Technologically up-to-date Builds in testing procedures Sets technology. showing the degree to which each of the criteria below is critical for the success: .Generic Competency Dictionary 161 Table 8. When an organization decides to develop a competency framework or model. vision direction Takes a stand when right Has strong grasp of technology Puts in necessary effort User-friendly communicator Leverages/optimizes technology Accepts full responsibility Anticipates problems Communicates project status to all Breaks projects down Juggles multiple projects Stays on goals regardless Uses resources effectively Drives quality and standards Project/Quality Management Rating/Scale of Competencies Various rating scales can be used (see Chapter Two and Case Examples in Part Two of the book).1(contd. Further. the question arises that what should be the criteria? Below is listed a comprehensive range of performance criteria that have been drawn from job analysis and performance review process in a variety of organizations inclusive of MNCs. The list can be reviewed along with the definition and then prioritized according to how best they reflect the criteria most significant for managerial and leadership excellence. Indian corporates and public sector.

Must have Very important Important Not particularly important Little importance Not important at all Once the competencies have been defined they can be clustered together under broader perspectives and the behavioural indicators are defined as shown in Table 8. . 6. 4. 5. 2.162 The Handbook of Competency Mapping 1. 3.2.

Expected to deliver based on inherent expertise. Above level of the quality which satisfies organizational output requirements. Intermediate Thoroughly understands fundamental concepts and their application in the field of knowledge. Expected to be an authority and lead innovation in the organization. High quality output delighting clients/ customers and setting new benchmarks for the organization. Some leeway granted for gaining familiarity with situation/environment. Get it right first time on most occasions. Approached by others for evaluating/ criticizing their output. Typically. Generic Competency Dictionary 163 Expert Very deep understanding of and on the cutting edge of R&D/involved in path breaking. Up the learning curve and can therefore crash learning time. Lead innovation in teams. Detailed procedures and guidelines available to describe work steps. Is a guide for others. provided significant freedom to determine quality and level of outputs.2: Behavioural Ratings of Various Competencies—An Example Supervision Leadership Expected to lead innovation within span of activities. Advanced Thoroughly understands advanced concepts and their application in the field of knowledge. High level of supervision expected. Permitted to experiment and learn quickly to get it right. Flawless. Globally recognized Paradigm shift in approach/method. Beginner Familiarity with basic concepts. Meets basic quality requirements. exemplary work. Depth of knowledge Quality Conscious Time Management Innovation Minor process/work step improvements. thought to be a leader.Table 8. Ability to improve methods/approaches to demonstrate significant benefits. Directionally monitored. . Output quality defined to ensure adherence to standards of delivery. No space for learning. Brings in new ideas which are radically different from existing methods/approaches. Able to deliver within reasonable time in simple situations. Output monitored/ supervised. setting aspiration targets for others to emulate. goes through a learning curve starting from scratch. every stage monitored to ensure quality. Gets it right the first time every time.

preferences .164 The Handbook of Competency Mapping CHAPTER NINE Generic Competency Model for Leadership Role in any Organization Competency Clusters for General Leadership Model The competencies within the dictionary have been grouped into the following four clusters: Thinking Capabilities. In addition. Self-management and Social Awareness. Thinking Capabilities: This cluster captures the behaviours associated with problem solving and planning. analyze and make well-thoughtout decisions which are aligned to the organization’s strategic direction. Leadership Effectiveness: This cluster groups leadership qualities and behaviours that allow one to have an impact on their employee’s contribution. Each cluster covers a broad range of behaviours and provides an overall picture of focus of different behaviours. Self-management: This cluster includes the competencies related to one’s ability to know one’s own triggers. this cluster draws on behaviours associated with one’s ability to align others to the organization’s vision. development and understanding of their role. as well as one’s cognitive ability to research. Leadership Effectiveness.

Social Awareness: This cluster includes the competencies related to one’s ability to manage the relationships effectively. precedent and established policies/ procedures.Generic Competency Model for Leadership Role 165 and internal resources and be able to apply those to guide one’s performance. This cluster also draws on behaviours associated with being socially aware of the work environment and how best to make an impact. Decisiveness: Decisiveness is the ability to make decisions based on an analysis of the information presented in the face of ambiguous or conflicting situations. . or when there is an associated risk. Box 9. Recognizes conflicting situations as they arise and determines appropriate responses. Takes ownership of decisions and ensures decisions are consistent with legislation.1: Generic Competency Model for Leadership Role Thinking Capabilities Decisiveness Strategic Orientation Leadership Effectiveness Development of People Team Leadership Self-management Achievement Orientation Self-confidence/Courage of Convictions Social Awareness Impact and Influence Relationship Building Thinking Capabilities 1. Behavioural Indicators Makes and implements decisions where necessary information is available and the stakeholders share compatible objectives.

Projects or thinks about long-term applications of current activities. based on an assessment of the risks. acts and implements strategies and policies in accordance with the organization’s strategies. Behavioural Indicators Is able to analyze and comprehend operational as well as organizational goals and strategies developed by others. several departments or the organization). Puts systems in place to proactively monitor risks and determine acceptable risk tolerances. Anticipates reactions to different initiatives. problems or opportunities.166 The Handbook of Competency Mapping Implements ideas and approaches that are likely to add value. etc. Uses understanding of business fundamentals to add value at meetings. objectives and goals. It includes an understanding of the capabilities. Develops and establishes broad scale. benefits. but may not work out. Strategic Orientation: Strategic orientation is the ability to link long-range visions and concepts to daily work. Considers how present policies. impacts. affecting a department.. It involves taking calculated risks based on an awareness of socio-economic and political issues as they impact the strategic direction of the department and the organization.g. Champions initiatives with significant potential paybacks. Prioritizes work in alignment with business goals. longer-term objectives. but possible adverse consequences. It implies the ability to think conceptually and to ‘see the big picture’. goals or projects (e. 2. nature and potential of the department and the organization. processes and methods might be affected by future developments and trends. . Integrates risk management into programme management and organizational planning. Actively increases one’s own knowledge/awareness of the business and competitive environment to determine long-term issues.

Asks questions. Arranges appropriate and helpful assignments. Documents and follows through on a specific development plan for direct reports to support the achievement of performance targets and competencies. Gives feedback to direct reports. for the purpose of fostering a person’s learning and development (may include career pathing or career planning). peers. peers and/or team members or other staff in behavioural rather than personal terms for developmental purposes. Involves a genuine intent to foster the long-term learning or development of others. Understands and identifies a training or developmental need and establishes new programmes or materials to meet it. formal training or other experiences. and refers them to available resources to help further their success. Behavioural Indicators Expresses positive expectations about an employee’s potential even when others might not share the same beliefs about that person’s potential. . including direct reports. Development of People: Development of people involves taking actions to develop people’s contribution and potential. Offers suggestions that help people find solutions to their problems. Effectiveness Leadership Effectiveness 1. Redesigns the structure and/or operations of the department or organization to better meet long-term objectives. The focus is on the developmental intent and effect rather than on a formal role of training. team members or other staff.Generic Competency Model for Leadership Role 167 Ensures contingency plans exist for problems and situations that might occur. gives tests or uses other methods to verify that others have understood explanation or directions. Establishes a course of action to accomplish a long-term goal and shares with others his/her personal view of the desirable future state of the organization.

Takes a proactive. climate. enthusiasm and commitment to the group mission. Anticipates the implications of project changes on resource needs. gives fair feedback (individual or collective). ensuring they understand their role and responsibilities. Matches the skills of the individual to the requirements of the work. including the organization as a whole. shown from a position of formal authority. Sets a good example by personally modelling desired behaviour and establishing norms for group behaviour ‘rules of engagement’. tone and policy. goals. Recognizes staff efforts by celebrating accomplishments. The ‘team’ here should be understood broadly as any group in which the person takes on a leadership role. Leadership involves communicating a compelling vision and embodying the values of the organization. agenda. positive view of the staff and their capabilities. Generates excitement. but not always. Gets others’ input for purposes of promoting the effectiveness of the group or process. Resolves conflicts in the team. Takes action to ensure that others buy into the leader’s mission. . counselling and supporting them in improving their skills. Acts to build team spirit for purposes of promoting the effectiveness of the group or process. trust and solidarity among the staff by treating each person as a valued team member where people feel comfortable in expressing their opinions and needs. takes appropriate action if group norms are violated.168 The Handbook of Competency Mapping Actively supports competent employees in seeking lateral and promotional opportunities to further their career. Team Leadership: Team leadership is the intention to take a role as leader in a team or other group. etc. Inspires confidence in the mission. Behavioural Indicators Makes sure the group has all the necessary information. 2. Fosters a climate of openness. Team leadership is generally.

etc. set priorities or choose goals on the basis of calculated inputs and outputs. without setting any specific goal. Behavioural Indicators Sets and achieves individual performance targets aligned with the business plan.Generic Competency Model for Leadership Role 169 Self-management 1. Provides leadership in effective management and stewardship of resources. Analyzes organizational outcomes in order to make decisions. The standard may be one’s own past performance (striving for improvement). more efficiently. at lower cost. The standard may processoriented or people related (e. Sets and works to meet goals that are a definite stretch. ‘No one had ever done it before’). keeping others informed of the progress or barriers to achievement. client satisfaction. outperforming others (competitiveness). faster. It is a concern for working well or for surpassing a standard of excellence. challenging goals one has set. Achievement Orientation: Achievement orientation involves working to achieve results and improve individual as well as organizational contribution. morale. Achievement orientation also involves effectively managing internal and external resources to achieve the organization’s goals.. Identifies resources (including partnerships or indirect resourcing approaches) that will facilitate the achievement of the organization’s goals. Makes specific changes in the system or in own work methods to improve performance (examples may include doing something better. Sets out to achieve a unique standard. This includes analyzing both process and people related outcomes.g. an objective measure (results orientation). These may be goals one sets for oneself or goals one sets for direct reports. or trying something new that will improve organizational results (innovation). Keeps track of and measures outcomes against a standard of excellence not imposed by others. or improves quality.). . but not unrealistic or impossible.

moves issues or change initiatives forward. but does so tactfully. Instills a desire in groups of people to take action. ethics. In spite of complex challenges and no guarantees of success or reward. values and organizational integrity. Makes decisions having significant consequences that are good for the organization and consistent with the values of the organization.170 The Handbook of Competency Mapping Makes decisions that allocate limited resources (time. practices and processes. budgetary.) to meet programme delivery and/or policy objectives. It may include providing leadership. Speaks up when in disagreement with management. through encouragement and positive example. Self-confidence/Courage of Convictions: Self-confidence/ Courage of convictions is a belief in one’s own capability as expressed in increasingly challenging circumstances and confidence in one’s decisions or opinions. subject to public scrutiny. Acknowledges personal responsibility for outcomes from decisions made. Reassesses position in the face of justified or persistent resistance. Behavioural Indicators Proposes new or modified approaches. Takes on activities and projects that need to be done. Knows how and when to influence policy development in order to impact policy and delivery outcomes. . but are in the best interests of the organization and its clients. direction and inspiration to others by making difficult decisions and taking actions that may not be popular. within the framework of public interest. 2. even though they may not be easy or have popular support. etc. stating own view clearly and confidently. even in a conflict. clients or others. people. on the basis of the personal conviction that it is the right thing to do. defending them effectively if challenged.

Takes two or more steps to influence. since it is based on the desire to have a specific impact or effect on others where the person has his or her own agenda.Generic Competency Model for Leadership Role 171 Awareness Social Awareness 1. with each step adapted to the specific audience. Makes two or more different arguments or points in a presentation or a discussion. Uses an in-depth understanding of the interactions within a group to move toward a specific agenda (e. Anticipates the effect of an action or other details on people’s image of the speaker. Makes no apparent attempt to adapt the presentation to the interest and level of the audience. Takes two or more steps to persuade. for ideas. without trying to adapt specifically to the level or interest of an audience. 2. or a course of action that he or she wants the others to adopt. Impact and Influence: This implies an intention to persuade. convince. a specific type of impression to make. on whom your work has an impact). .. Behavioural Indicators Uses direct persuasion in a discussion or presentation. Builds ‘behind-the-scenes’ support.g. someone internal or external to the organization. Adapts a presentation or discussion to appeal to the interest and level of others. internal and external to the organization. to facilitate work efforts or to gain support/cooperation..g. Anticipates and prepares for others’ reactions. Relationship Building: Relationship building involves the ability to develop contacts and relationships. influence or impress others (individuals or groups) in order to get them to go along with or to support the organization’s direction. This type of relationship is often quite deliberate and is typically focused on the way the relationship is conducted. It implies building long-term or on-going relationships with clients or stakeholders (e. The ‘key’ is to understand others. may withhold information to have specific effects).

). internal colleagues.172 The Handbook of Competency Mapping Behavioural Indicators Makes or sustains informal contacts with others in addition to contacts required in the course of work (such as unstructured or spontaneous talks about work-related issues. Develops new ways to reach out to clients and stakeholders. Uses this network to identify opportunities and gather market intelligence. Identifies key stakeholder contacts in the organization with whom a relationship must be established. sports. outings. etc. Will this person: Develop fast enough to keep up with the rest of the team? Take ownership of his or her problems? . Looks for and seizes opportunities to expand one’s network of key contacts and nurture the ones in place. services or time with one’s network. Builds a reservoir of goodwill. to stimulate input and exchange of information. children. exchanges information. or special gatherings designed to improve or strengthen relationships with others. news. stakeholders and colleagues in other departments and non-government organizations. Develops and maintains a planned network of relationships with clients. Develops a network and taps into their expertise to seek input to problems and to find alternative ways of resolving an impasse. Matches staff to appropriate stakeholder contacts and coordinates between the contacts. Initiates or participates in parties. Leadership Assessment Questions Key questions add perspective as the manager assesses an individual’s development needs and potential. Develops and cultivates effective working relationships with others to accomplish tasks.

Generic Competency Model for Leadership Role 173 Does this person: Have Have Have Have the appropriate sense of urgency? enough experience to take the next job? the stature of a senior executive? the skills or credibility to be a senior executive? Can this person: Make tough people decisions that may be necessary to build the organization? Build a team? Make the transition from a staff to a line role or from a thinking to an implementation role? Recover from a bad or slow start? Develop a successor? Handle the increased administrative load of this position? Learn to conduct business more smoothly and effectively? Change management styles from ‘tough leader’ to ‘coach’? Move to a new functional area or line of business? Manage unstructured people or functions? Develop executive perspective? Let go? Can he or she let direct reports assume accountability? Learn to effectively deal with top management? Can he or she learn to manage up? Can this person influence or manage the boss? Have the ability to be effective with less budget. less support or a leaner staff? Constructively leverage outside resources? Manage as well as perform functional tasks growing beyond being a personal producer and become more than a technician? Really move the business? Learn to set higher standards? Operate as a stand-alone executive set? Adjust to the organizational culture ser? .

174 The Handbook of Competency Mapping

Is this person: Really in the right function, career track or position? Willing to assume a hands-on role? Willing to take a more aggressive leadership position? In the right business unit? Leadership Assessment is a tool used to consolidate the review of individuals in a group, department, organization or business unit. In the preparation of this matrix, the manager would focus on the distribution of employees in each quadrant. The manager would consider: Are the right people in the right jobs, performing at maximum levels? Is this the mix of personnel necessary to drive the business? How does this mix of results and behaviour compare with the mix of previous review periods? Who needs to be reassigned to another position to improve results and/or behaviours? Does anyone need to be outplaced? Who could be promoted to further realize career and organizational potential?

Leadership Assessment Matrix
Embedded in the leadership assessment is an assessment of potential. The ratings and definitions are: High Potential—This individual is capable of having two or more assignments with significantly greater scope and responsibility. This is an individual whose career should be carefully tracked and managed. Promotable—This individual is capable of having one or more assignment with significantly greater scope and responsibility. Experienced Professional—This individual has demonstrated depth and capabilities, which reflect his or her expertise. This

Generic Competency Model for Leadership Role 175

professional coaches those less experienced and less knowledgeable and is a skilled professional who may be moved to other positions, though the move is likely to be at the same level of responsibility. Reassess Potential—This individual is yet to demonstrate the capabilities. It may be, he has been in the company for less than six months or needs to be moved from his present assignment. He may be reassigned or outplaced and if he is close to retirement, he may not be recommended for any future positions.

176 The Handbook of Competency Mapping

CHAPTER TEN

Competency Model for HR
HE competency model for HR is developed for various positions—HR Head, HR Manager and HR Executive. All the HR functions have been taken into consideration and the model is based on the findings from 18 organizations across all sectors. The model can be easily put to use or customized without much effort, considering the range of functions being handled by the position holder.

T

Human Resource Head
The Human Resource Head leads a team of human resource professionals and administrative staff in the delivery of a full range of HR functions. These include labour relations, succession management, staffing, classification, recruitment initiatives, workplace diversity, HR planning, organization development and job as well as organizational design. As the Head, one has to establish and foster a culture, building strong working relationships within the organization. Working closely with the team, ensure that needs are met, issues are addressed and situations are managed in a collaborative, consultative, creative and flexible manner. One has to continuously enhance the process and be a part of the business plan. Competency model for HR Head has 11 competencies, as given in Box 10.1, all of which are important for superior performance.

Competency Model for HR 177

Box 10.1: Competency Model for HR Head Strategic Thinking Business Acumen Relationship Building and Networking Team Leadership and Development Results Orientation Impact and Influence Communication Personal Effectiveness Internal Customer Orientation Human Resources Expertise Change Leadership

Strategic Thinking Understands interactions with the external world, including broader implications and longer term impacts and risks; contributes to the development of the organization’s vision and long-term strategy; determines actions that will achieve desirable outcomes. Behavioural Indicators Knowledge of human resource issues, challenges and their impact on human resource management. Knowledge of human resource management practices, including strategies to recruit, support and sustain a diverse workforce. (Corporate Statement) Ability to understand and clearly articulate the implication and impact of human resource challenges as well as develop and implement strategies that will achieve desirable outcomes. Business Acumen Demonstrates an understanding of organizational direction, culture, business challenges, priorities and needs; takes action to ensure that the HR functions are aligned with business direction and needs.

178 The Handbook of Competency Mapping

Behavioural Indicators Knowledge of the organization’s and the department’s strategic direction, programmes, services, environmental influences and their long-term impact as it relates to human resource management. Ability to understand and clearly articulate the direction, culture, business challenges and priorities of the organization and take the appropriate action to align these functions with business direction and needs. Relationship Building and Networking Continuously works to build and maintain critical relationships and networks of contacts that contribute to the achievement of goals. Behavioural Indicator Ability to develop and maintain critical relationships and networks that contribute to the achievement of the goals of the organization. Team Leadership and Development Sets clear direction; uses strategies to build team morale and productivity; promotes a friendly and co-operative environment, conducive to personal and professional development; champions efforts to resolve obstacles outside of the team’s direct influencing skill. Behavioural Indicator Ability to develop and implement strategies that build, support and enhance team morale and productivity as well as promote a positive and co-operative work environment. Results Orientation Establishes and maintains effective accountability systems to review activities and goals against strategies; analyzes performance information to set priorities and take calculated risks to improve the processes and HR activities; predicts emerging issues and manages associated risks.

clients and stakeholders. convince and influence others in order to achieve understanding and reach agreement. Behavioural Indicators Ability to persuade. respectful and safe workenvironment that is free of discrimination. and their impact on others. Impact and Influence Acts to persuade. Effectiveness Personal Effectiveness Understands one’s own patterns. while maintaining a healthy. Ability to guide and coach a diverse group of employees. inform and gain support. encourages input. convince or influence others in order to have specific impact or effect. as well as the need to modify those traits to work effectively with others. productive. informs and gains support. Behavioural Indicator Ability to clearly and accurately articulate and receive information that captures interest.Competency Model for HR 179 Behavioural Indicators Ability to develop and maintain effective performance management and accountability systems ensuring activities and goals support the strategy of improved client service delivery. preferences and styles under normal and stressful conditions. that results in a team that can meet its goals and objectives. . Ability to accurately predict emerging issues and appropriately manage associated risks related to performance management and accountability systems. (Corporate Statement) Communication Clearly conveys and receives messages in ways which capture interest. Ability to develop and maintain open and honest professional relationships with colleagues.

concepts and strategies. champion and promote change in the workplace. develop. happy workenvironment.180 The Handbook of Competency Mapping Behavioural Indicator Ability to understand and recognize one’s own actions and conduct under normal and stressful conditions and take steps to minimize its impact to ensure a healthy. current trends and issues. . strategies. Ability to persuade and convince others to gain support for the recommended need for change. Internal Internal Customer Orientation Serves the organization through focusing individual or team effort on meeting key internal customers-needs through development and implementation of sound strategies and action plan. Behavioural Indicator Knowledge of Human Resource principles. and solutions. takes responsibility to champion the change effort through building and maintaining support and commitment. concepts. implement and evaluate strategies. develop. providing reasonable and logical options. Change Leadership Energizes and alerts groups to the need for change. building employee and departmental support and commitment. Behavioural Indicators Ability to lead. that reflect the department’s strategic plan and meet the organization’s needs. Behavioural Indicator Ability to conceptualize. as well as current trends and issues. Expertise Human Resources Expertise Knowledge of Human Resource principles.

The Competency Model for HR Manager has been illustrated in Box 10. Using highly developed facilitation and interpersonal skills. Box 10.2. HR managers contribute to client relations and business partnerships based on collaboration and respect.2: Competency Model for HR Manager Internal Customer Relationship Building Job Knowledge Knowledge of Government and Clients’ Business Teamwork Results Orientation Impact and Influence Problem Solving Communication Personal Effectiveness Flexibility Internal Internal Customer Serves the interests of colleagues by proactively focusing effort on understanding their challenges and needs. and uses a consultative approach and process in working. and working with them to address those needs.Competency Model for HR 181 Human Resource Manager A Human Resource Manager may either be a generalist handling a variety of HR activities in a number of areas. organizational structure. job design and classification. HR managers provide advice and guidance on organizational and team development. focusing on achieving a high quality. . A HR manager must have a clear understanding of business. Behavioural Indicators Demonstrated an ability to listen to and accurately understand the needs and challenges. or a specialist focused on one select function. recruitment. follows consulting principles. industrial relations. staffing and human resource planning. strategic result for the organization.

182 The Handbook of Competency Mapping Work with them to resolve human resource problems and issues. conflict management. Knowledge of Government and Clients Business Government Clients’ Understands organizational direction. facilitation and consultation. consultation). . develop and successfully deliver and evaluate human resource services using professional consulting skills and techniques. priorities and needs. classification. conflict management. organizational design and development. support and sustain a diverse workforce. labour relations. learning. team building. Ability to design. Relationship Building Continuously works to build and maintain professional and trusting relationships. aligns services with clients’ business needs. learning. partnerships and networks of contacts to broaden information and to support the achievement of goals. Knowledge of consulting principles and processes. facilitation. Knowledge of human resource management practices. Networks to support the needs and achieve organizational goals. compensation. change management. team building. Behavioural Indicators Knowledge of human resource principles. including strategies to recruit. performance management. benefits. organizational design and development. culture. practices and tools relating to staffing. benefits. compensation. Behavioural Indicators Ability to build and maintain professional relationships. classification. change management. business challenges. labour relations. performance management. workforce planning. practices and tools (staffing. Job Knowledge Knowledge of HR principles.

Behavioural Indicator Ability to develop and build a positive and professional climate that enhances good morale and co-operation between team members. Results Orientation Plans.Competency Model for HR 183 Behavioural Indicators Knowledge of the department’s strategic direction and programmes. organize and follow through on work projects and tasks ensuring goals are accomplished in a timely manner. good morale and cooperation between team members. may participate in multiple teams. Impact and Influence Acts to influence. Prioritizes the organizational needs and align human resource strategy to business needs. Behavioural Indicator Ability to plan. . prioritize. builds team spirit. manages and follows through with work projects and tasks to ensure the flow and timely completion of activities that deliver results. Teamwork Works to promote a positive climate. Behavioural Indicator Ability to influence. culture and challenges. Ability to understand and clearly articulate the business direction. persuade and productively gain others’ commitment to ideas and objectives. persuade and gain the commitment of colleagues to new ideas and the objectives of the organization.

Ability to accurately assess the behaviour of individuals and groups and take appropriate actions and make necessary changes in response to their behaviour. Behavioural Indicators Knowledge of one’s own strengths and areas for development and take appropriate action to learn and grow. takes appropriate action to respond to others. issues and observations into clear and useful explanations and solutions. assembles ideas. has the ability to use healthy coping strategies in working through change and transition. demonstrates accurate assessment and sensitivity to the behaviour of individuals and groups.184 The Handbook of Competency Mapping Problem Solving Uses alternate and/or creative ways of looking at issues or problems and linking information to a solution. commitment to learning. Communication Presents information. demonstrates time management and personal organization. ideas and questions in a clear and understandable manner. . Ability to recognize symptoms of stress in self and others and take steps to minimize its impact ensuring individual good health and organizational well-being. ideas and questions in an understandable manner verbally and in writing. Behavioural Indicators Ability to accurately analyze ideas. Identify and develop a variety of alternative explanations and solutions. issues and observations. Behavioural Indicators Ability to clearly articulate and present information. Effectiveness Personal Effectiveness Knows own strengths and areas for development.

and with various individuals or groups. the HR executive promotes a positive climate.Competency Model for HR 185 Flexibility Works effectively within a variety of situations.3. Human Resource Executive Human Resource Executive provides guidance related to HR procedures. Ability to guide and coach a diverse group of employees. By working in collaboration with colleagues and employees. Ability to manage and organize multiple. adapting one’s approach as the requirements of a situation change. protocols and employee information. Ability to develop. understands and appreciates different and opposing perspectives on an issue. that results in a team that can meet its goals and objectives. respectful and safe work environment that is free of discrimination. productive. Behavioural Indicators Ability to create an environment that recognizes. diverse issues and priorities that meet the needs. The Competency Model for an HR executive is shown in Box 10. achieving common goals and ensuring desired outcomes. build and maintain open and honest work relationships with a challenging and diverse range of employees. The HR executive supports and has a clear understanding of the HR resource professionals’ expectations as well as their employee’s needs. Provides excellent employee relationships as he possesses a sound understanding of human resource practices and principles. . able to manage multiple and diverse issues and priorities while meeting client needs. respects and welcomes diversity of employees. supports. good morale and cooperation between team members by completing work assignments. while maintaining a healthy.

Behavioural Indicators Ability to ask probing questions. Behavioural Indicators Knowledge of relevant human resource practices. promotes a positive climate. Expertise Human Resource Expertise Demonstrates solid knowledge and skills within own functional area. accurately comprehend and verbally as well as in writing. good morale and co-operation between team members. in a timely manner. Teamwork Works collaboratively with others. understand and accurately apply relevant human resource policies and procedures. respond to clients and colleagues needs and inquiries in a timely manner.3: Competency Model for HR Executive Internal Customer Human Resource Expertise Teamwork Results Orientation Communication Personal Effectiveness Internal Internal Customer Works with clients to understand their needs and to address those needs appropriately. listen. Ability to provide clear. as well as a general understanding of HR practices.186 The Handbook of Competency Mapping Box 10. concise and accurate information and explanations to a variety of people in both formal and informal settings. . Ability to read.

expectations and desired outcomes. ability to use healthy coping strategies in working through change and transition. ideas and questions in a clear and understandable manner. commitment to learning. Ability to identify. responds appropriately to others. Demonstrate collaborative work relationships with colleagues. Behavioural Indicators Ability to communicate information and ideas. Communication Presents verbal and written information. Achieve common goals. Effectiveness Personal Effectiveness Knows own strengths and areas for development. Provide sound options/recommendations and implement practical solutions in a timely manner.Competency Model for HR 187 Behavioural Indicators Ability to develop and maintain a positive climate. both verbally and in writing. Results Orientation Works to achieve performance standards. ensuring desired outcomes are met in a timely manner. Ask relevant questions in a clear. Behavioural Indicators Ability to contribute towards a positive work environment by accurately completing work assignments. . understandable and timely manner. clarify and analyze relevant client concerns or problems. demonstrates time management and personal organization.

Ability to recognize symptoms of stress in self and take steps to minimize its impact.188 The Handbook of Competency Mapping Behavioural Indicators Knowledge of one’s own strengths and areas for development and taking appropriate action to learn and grow. ensuring good health and well-being. .

1.1: Leadership Competency Model for Automobile Industry Visioning Direction and Goal Setting Judgement Holistic View Business and Customer Focus Inspiring Leadership Learning from Experience Drive to improve Networking Partnership People Development Team Working . A study of eight automobile industries and an analysis of the factors that derive results at various levels of leadership. was the basis of the formation of a Leadership Competency Model for the Automobile Industry as shown in Box 11. which will lead to superior performance. Box 11.Leadership Competency Model for Automobile Industry 189 CHAPTER ELEVEN Leadership Competency Model Industry for Automobile Industr y Leadership Competency Model T HE automobile sector has grown and has open challenges for employees as well as for business. but which are those behavioural competencies. Technical skills and continuous Research and Development (R&D) is of utmost importance.

foresees obstacles and opportunities and generates breakthrough ideas. .190 The Handbook of Competency Mapping Visioning Has a clear vision for the business or operation. innovative. motivation and interest of each individual in his/her staff. standards and performance expectations in an open. Behavioural Indicators Gives clear directions to support the achievement of the set strategy. Behavioural Indicators Develops a clear vision for the future of the business or organization. concrete objectives. Challenges status-quo thinking and assumptions. breakthrough ideas and new paradigms that create value in the marketplace. straightforward and easily understandable way. deadlines and also conducts follow-ups. Sees problems and understands issues before others do. adapting to the responsibilities. maintains a long-term. Comes up with fresh perspectives. big-picture view. Delegates as much as possible. Deals with others openly and constructively on performance issues and is prepared to take action if performance does not change. Direction and Goal Setting Sets. Has clearly defined. Maintains a long-term. big-picture view of the business and identifies the future needs and opportunities for the business. agrees and communicates goals. Helps teams to agree and commit to extending their goals. Recognizes when it is time to shift strategic direction and anticipates the evolution of the industry as well as how the organization must adapt to these changes in order to sustain competitive advantage. Conveys a clear sense of the organization’s purpose and mission that captures the imagination of others.

groups. Business and Customer Focus Keeps consistent focus on the requirements of the customer and the market. Understands people’s strengths and weaknesses.Leadership Competency Model for Automobile Industry 191 Judgement Sees the big picture to identify key areas or underlying issues and to develop effective strategies. reads unspoken language. Understands the informal structure. trends and interrelationships. . Understands the reasons for ongoing organizational behaviour and underlying problems. Behavioural Indicators Has a clear desire to add value by always seeking to focus resources and energies on the market and on customer requirements. Identifies problems and situations that are not immediately obvious to others and that are not learnt from previous experiences. View Holistic View Understands the individuals. Understands interpersonal processes. cultures and organizations that make up the business sphere as a whole. Is aware of different cultural perspectives. Creates good prerequisites for ensuring effective change. Behavioural Indicators Understands what motivates and hinders people. Behavioural Indicators Recognizes core issues and observes discrepancies. Integrates ideas and observations into concepts.

Supports others after setbacks. Inspiring Leadership Develops and communicates a clear vision and direction for the company and desires to lead people to achieve it. in order to learn from them for the future. reliance and stability. . Establishes individual involvement and ownership of objectives.’ Creates a sense of confidence and trust so that change is regarded as a contribution to the development of operations. Learning Learning from Experience Reflects on own experience and results as well as on the experience and results of others. Is aware of and develops own skills. pleasant and productive atmosphere characterized by co-working and co-creativeness. Behavioural Indicators Is open to learning and to feedback. development and change with the individual’s need for security. ‘I want to do this.192 The Handbook of Competency Mapping Stays informed about trends and developments beyond the immediate business area—both inside and outside the organization Consistently aims to take the customer into consideration at all stages of a business process. Systematically reviews projects and benchmarks against the best. Combines the requirement for renewal. Inspires people to say. I choose to do this. Creates a climate to learn from mistakes. Communicates visions clearly so that everyone sees and understands. Thinks ahead and considers the impact and implications of actions—both internally and externally. Scans the business environment to learn from others. Behavioural Indicators Creates a relaxed.

Behavioural Indicators Wants to work with others to optimize synergies. Creates a sense of urgency regarding the delivery of results. Thinks through the consequences of the organization’s decisions on third parties. Gives and creates energy. Behavioural Indicators Works to build personal relationships with suppliers. Operates in different teams. Is an active and effective communicator and manages information exchanges efficiently. Works to create win-win scenarios. Shows persistence. Partnership Par tnership Understands and builds short-term or long-term relationships with third parties. Networking Identifies and builds relationships with people inside and outside the organization in order to create opportunities and do whatever is necessary to reach the set business goals. Is able to capitalize on the resources of the organization. Strives for new levels of performance. adding value to both. dealers and joint-venture partners in order to maximize the benefit to all concerned. . Uses considerable energy and exhibits persistence so as to achieve long-term goals.Leadership Competency Model for Automobile Industry 193 Drive to Improve Has the desire and energy to achieve tough but realistic goals and the ability to create or grasp opportunities in order to attain ‘excellence’. Behavioural Indicators Is action-oriented and displays a sense of urgency. Listens actively and shows interest in interplay with other people.

Gives negative feedback in behavioural rather than personal terms.—An Experience About HSIL Hindustan Sanitaryware & Industries Ltd. Shares skills and expertise. (HSIL). Provides positive or mixed feedback for the purpose of enhancing development. Develops skills and fosters learning by demanding targets or assignments that reinforce learning. Puts own agenda to one side in order to work to achieve team goals. Behavioural Indicators Contributes to learning and development in day-to-day work. Grants increasing responsibility with the aim of developing and stretching people. Behavioural Indicators Listens to and seeks information from others. Represents the team and supports the team’s joint goals. Has faith in people. Acts without prejudice.194 The Handbook of Competency Mapping People Development Fosters the long-term development of others. Experiential Sharing Sanitaryware Case in Point—One: Hindustan Sanitar yware & Industries Ltd. communicates a belief in people’s ability to achieve genuine personal growth. Is active on behalf of the team. the largest Indian manufacturer of sanitaryware products with a market share of . Working Team Working Works together with others in projects and processes so as to achieve better results.

was established in 1960 by the Somany Group in collaboration with Twyfords. KRA’s. It was the first company in India to manufacture Vitreous China Sanitaryware. 1 bathroom solutions company. Role and Responsibilities. HSIL was the pioneer in introducing the first genuine waterless urinal. Forbes magazine has rated HSIL amongst the 100 best. and export around 10 per cent of their production. which generates indirect employment for more than 10.Leadership Competency Model for Automobile Industry 195 ~40 per cent. employing 1. This will be done through HSIL’s extensive allIndia sales and distribution network.5 billion with Sanitec Group of Finland. HSIL today has around 38 per cent of the market share. Over the period it has become one of the largest plants for manufacturing sanitaryware. The company is committed to developing eco-friendly products and an example of this is their ‘dual flush’ closets that save water. UK. etc. HSIL products are sold under the brand name ‘Hindware’ and ‘Raasi’ and their expected turnover in 2005–06 was in excess of Rs 400 crores and its current market capitalization is approximately Rs 650 crores. Singapore. It has been granted the ‘Selected Business Superbrand 2004–06’. Hindustan Sanitaryware & Industries Ltd.000 people in direct employment.. to exclusively market their flagship brand ‘Keramag’ in India. Process The JD’s. Australia. the vision and . smalland medium-sized companies in the world. Process and Quality documents of the organizations were studied. HSIL has also entered into a strategic alliance worth US $1. put up its plant in Bahadurgarh in 1960 (that time it was in Punjab and not Haryana) having a very small capacity. The company’s goods are exported all across the world including Europe. on the fast track of growth felt the need to develop a competency model with an objective to increase the efficiency of the organization and integrate the HR functions and PMS to the model. The company is increasingly focusing on newer product ranges and has already introduced 50 products in the last 18 months. Europe’s No. In-fact. Objective HSIL.000 families.

The model was gradually integrated in the various HR functions. which are needed for critical success. leaderless group discussions and business simulation games were used to measure the competencies. with an objective to link it to the future strategy and business opportunities of the organization. The given model was developed for the various positions (Table 11. where he stands today and his potential for future growth. The competencies were divided into vital and important competencies. which are essential for the particular position whereas vital competencies are those. Point—Two: Case in Point—Two: HPCL—An Experience About HPCL Hindustan Petroleum Corporation Limited (HPCL) is among the leading public sector oil refining and marketing companies in . After the successful completion of Phase I. Important competencies are those. in-basket exercises. success and challenges be faced and what are the competencies required to perform the given roles and responsibilities. The focus was on how can the performance be more superior. The individual profiles were shared with each and every employee. The selection process and the training programmes were both competency based. The developmental exercise was followed by a competencybased training programme in order to fulfil the gaps identified. Competency Mapping and Assessment Centre Individual employees were mapped on each and every identified competency through an Assessment Centre. Psychometric tests. JMD and the President.196 The Handbook of Competency Mapping mission of the organization was understood well through long discussions with the Chairman and Managing Director. Each one was assessed on a five-point scale. This was followed by continuous interaction with the top management.1 is the example of the competency model for the Regional Manager) along with the ratings. where ‘5’ is excellent and ‘1’ is below average. The individual rating were summarized by ‘Potential Mapping’ that indicated the potential of an employee. case studies. the BEI were conducted for all the top 24 positions. Following the Mc Bers Model. Phase II comprising of middle-level managers was conducted.

identifies problems. assignments and the allocation of resources.Table 11. makes decisions based on logical assumption that reflect factual information. delegating work to the appropriate staff. assimilates numerical data accurately and makes sensible interpretations. irrespective of obstacles and setbacks. Product and job knowledge Ability to understand the business goals and objectives and keeps abreast of developments in the concerned area. Result-oriented Sets demanding goals for self and for others. work is precise and methodical. is dissatisfied with average performance. sees a task through to completion. (contd.1: Competency Model for Regional Manager Competencies 1 2 3 4 5 Vital Competencies Analysis and judgement Seeks all relevant information. and relevant details are not overlooked. organizes resources efficiently and effectively. relates relevant data and identifies causes.) Leadership Competency Model for Automobile Industry 197 . makes full use of own time and resources. Planning and organizing Plans priorities. both in the organization and external market.

opportunities and threats to the organization. Fosters effective team working by involving subordinates’ and adopting the appropriate leadership style to achieve the team’s goals.) Competencies 1 2 3 4 5 Customer orientation Actively seeks to understand customers’ requirements. is enthusiastic and lively. Team Building Gives clear direction and leads from the front whenever necessary. 198 The Handbook of Competency Mapping External awareness Has extensive knowledge of issues and changes within the external environment and is able to identify existing or potential strengths. Negotiation skills When negotiating. communicates proposals effectively. . Effectively monitors and evaluates the results of subordinates’ work and provides feedback and advice whenever possible. identifies a basis for compromise and reaches an agreement with others through personal power and influence. Understands the effects and implications of external factors on own decisions. weaknesses.1 (contd. Actions anticipate and pre-empt requests for service. based on well-developed relationships. tailors content to audience’s level of understanding.Table 11. listens dispassionately and conveys the clear impression that key points have been recalled and taken into account. Communication Effectively assimilates information points and ideas clearly.

.Important Competencies Business sense Identifies those opportunities. Creativity/innovation Produces highly imaginative and innovative ideas and proposals. methods and procedures. encourages the introduction of new structures. which are not obvious to less perceptive colleagues. which will increase the organization’s sales or profits. Leadership Competency Model for Automobile Industry 199 Change-oriented Actively seeks to change the job and environment whenever appropriate. Is proactive. selects and exploits those activities which will result in the largest returns.

. the corporation commissioned a Business Process Re-engineering (BPR) study to review the corporation’s long-term strategy. The HPCL infrastructure includes a fuels/lube refinery with a capacity of 5. 13 aviation service facilities. While the above organizational changes have helped to sustain its market position and revenue. Its marketing network includes 37 terminals/TOPs.200 The Handbook of Competency Mapping India with a turnover of Rs 76. assessment and development processes. internal expertise and applications of competency mapping. a need was felt to upgrade. which service HPCL’s retail outlets. revitalize and renew management quality to bring in a more vibrant. in collaboration with its implementation partner. IT strategy and its HR practices. 40 LPG bottling plants. The driving force behind these giant operations are more than 10 thousand employees. Simultaneously. seven lube blending plants. Under the CM & DC process. HPCL developed Behavioural Competency Framework (BCF) based on which multiple development centres for various levels of management have been conducted. the generic Technical Competency Framework (TCF) for all major job families have been developed. Competency Mapping and Development Centre (CM & DC) and Balanced Scorecard. 21 lube depots and cross country product pipelines between Mumbai and Pune and between Visakh–Vijaywada–Secunderabad.5 million tonnes at Visakh.5 million tonnes at Mumbai and a fuels refinery with a capacity of 7.920 crores in the year 2005–06. winning and cohesive organization to meet the challenges posed by continuously increasing competition and customer expectations ushered in by the deregulation of the market. Superior Kerosene Oil/Light Diesel Oil and LPG dealerships spread across the country. As a result of this study. The corporation undertook major business and HR initiatives including Organization Transformation. 92 depots. Objective The objective of the Competency Mapping and Development Centre Project was to build-up human capabilities to match the needs of the business of tomorrow through the development of deep understanding. the corporation was restructured on product line basis into Strategic Business Units (SBUs) with the required delegation of authorities. Consequent to the economic liberalization measures introduced in the country in the mid-1990s.

3 and Individual Development Plan Form in Box 11. The tools used were psychometric test. role play and competencybased structured interview. This was followed by the Individual Development Plan (IDP) Form. The list of possible projects to be undertaken was discussed in the group along with HPCL officers. 4. 2. No. team simulation. group discussion.Leadership Competency Model for Automobile Industry 201 Behavioural Competency Frames at HPCL Individual Contributor Frame An individual was assessed on five competencies under the Individual Contributor Frame as shown in Box 11. Each employee was supposed to have selected at least two competencies from the opportunity/development area. Box 11. in-basket interviews. A sample report is shown which summarizes Competency Profile along with opportunity areas and areas of development in Box 11. The individual plans and projects were also discussed with the employees and were laid down at the time of individual sessions. 3. simulation presentation. There were 3:1 assessors.4. 1. Each competency was assessed through two or more tools and each tool measured more than one competency. .2. Competencies Dynamic Customer Focus Active Learning and Agility Co-operative Teamwork Enduring Commitment and Initiative Drive for Excellence Process Six tools were used to assess the individuals on the given five competencies. 5.2: Competency Model—HPCL Sl. The competency profile was shared with each and every employee in a one to one session.

3: Competency Profile—HPCL Competency Dynamic Active Co-operative Enduring Drive for Overall Customer Learning Teamwork Commitment Excellence Rating Focus and Agility and Initiative D D+ C C+ B B+ A A+ (A Sample) Opportunity Areas Dynamic customer focus Enduring commitment and initiative Areas of Development Drive for excellence Co-operative teamwork Active learning and agility Developmental Need Identification Report (A Sample) Introduction This report provides a description of the strengths and developmental needs as observed during the Developmental Need Identification Programme in New Delhi. Therefore. in order to keep the leadership pipeline at HPCL .202 The Handbook of Competency Mapping Box 11. It is important for HPCL to grow and develop leadership talent internally.

Box 11. Location 4. Designation 3.4: Individual Development Plan Form (A Sample) 1. Supervisor’s Designation Developmental Tools that I will use : : : : : to build upon competencies Name of the Competency: Target completion date Progress Others involved indicator/Result Nature of support needed from others Development tools Action steps to be taken by employee Signature of Participant Date Leadership Competency Model for Automobile Industry 203 . Name of the Supervisor 5. Name of the Participant 2.

This development progamme was designed to capture individual competencies. HPCL has so far successfully integrated the Competency Mapping process to the following areas of HR: (a) Recruitment/Absorption process/Performance Appraisal of Officer Trainees . B+: Demonstrates strong capabilities in several behavioural indicators of most competencies and is considered the ‘right fit’ for the current role. This report comprises of your responses during the various activities along with the psychometric test. A: Demonstrates very strong capabilities in most behavioural indicators of all competencies. your feedback focuses on the behaviours exhibited during the programme rather than on ‘right or wrong’ responses to the situations and tasks presented. D: Does not demonstrate expected behaviour across most/ all competencies of the current profile. B: Demonstrates well developed capabilities in some behavioural indicators of several competencies. Therefore. You participated in a business simulation with a number of challenges. The focus was on the overall impact of your efforts and behaviours and their effect on the organization. the business simulation of this developmental programme was created with the goal of presenting participants with challenges similar to those they are likely to face as employees. D+: Demonstrates average capabilities in most competencies but not in a consistent manner. Definitions Used Overall Score: A+: Demonstrates excellence in all competencies with a very high frequency/consistency.204 The Handbook of Competency Mapping well-supplied with individuals who are growing their abilities to lead. C: Demonstrates average capabilities in most competencies in a consistent manner. C+: Demonstrates well developed capabilities in some and above average capabilities in remaining competencies in a consistent manner.

D D+ C C+ B B+ A A+ His work pace should facilitate his ability to champion or deliver customerfocused initiatives and activities. Somewhat cautious and skeptical in his view of others.Leadership Competency Model for Automobile Industry 205 (A Sample) Competency: Dynamic Customer Focus Definition: Demonstrates concern for meeting changing customer needs in a manner that provides customer satisfaction. His approach is traditional. This should help him to align business offerings with customer needs. Could not demonstrate awareness of the market trends and competitors’ information. His assertive nature should help him to effectively advocate customer-focused initiatives and activities. His interest in analyzing people should help him to recognize their perspective and adapt his approach to better influence them. He could have demonstrated analyzing data on customer needs and awareness of the market trends and competitors information. he may be reticent to suggestions and feedback given by customers. (b) Behavioural/Technical Trainings (c) Multi-rater feedback system (d) Promotions from Non-Executive to Executive cadre . Concerned that they may take excess advantage. Creativity (Simulation Presentation) (Tool 2) He symbolized pictures well. He gathered and analyzed data on customer dissatisfaction. Role Play (Tool 3) He should have listened and acted on suggestions and feedback of the colleagues. Demonstrated evidences: In-Basket (Tool 1) He demonstrated the concern for meeting customer needs that lead to customer satisfaction by giving high priority to the letter of complaint. he may not trust customer intentions.

success cannot be achieved. The competency development process is focused on internalization of the process. smoother implementation and successful linkages to various HR processes. These feedbacks will supplement the Development Centre outputs and encourage the individuals to build and work on their ‘Individual Development Plans’. which was a prerequisite for their absorption into the Corporation. be it behavioural or technical. HPCL is actively consolidating the initiatives taken so far and getting ready to make newer forays into implementation of contemporary HR practices in line with business requirements. The organizations who would like to venture into Competency development initiative. HPCL has also initiated multi-rater feedback system to some of their outstanding achievers and key position holders. mails from top management. all the training programmes are designed and delivered basis the respective competency frameworks. more importantly involvement of line functionaries in all the aspects of process. these Officer Trainees were subjected to technical competency written test at the end of their training period. HPCL’s communication strategy includes periodical communication by the way of brochures. Case in Point—Three: GHCL—An Experience About GHCL Gujarat Heavy Chemicals Limited (GHCL) is one of the premier companies in heavy chemicals and textile. etc. Further. The entire feedback has been designed basis the Behavioural Competency dictionaries of HPCL.206 The Handbook of Competency Mapping The recruitment of Officer Trainees (OT) in the year 2005 was based on the Behavioural competencies of HPCL. Outsourcing of such an initiative becomes important because of the expertise required at various stages but until and unless it is a drive from the top. should focus more on ‘Communication’. At HPCL. GHCL was commissioned . core team’s visits to various locations and conducting ‘awareness workshops’ linking various HR initiatives. The panel of internal interviewers were trained on ‘Behavioural Event Interviews’ and accordingly around 300 candidates were recruited into the Corporation based on BEI methodology (apart from usual written test. a separate website for the purpose.). group discussions.

Madurai and Vapi). In order to achieve the goal. The tools were developed and customized for the assessment centre to map the competencies of each and every individual. financial performance and outstanding people and processes. definition of all competencies along with a weighing scale were developed in Phase I and Phase II as shown in Box 11. Virawal. Two psychometric tests were also included in the battery of tools for the assessment centre. The draft competency model was discussed at various stages with the top management and HR for valuable inputs and these were incorporated in the model before carrying out the assessment centre. Competency Mapping Assignment at GHCL included the middle. The assessment centre was conducted at various locations. a competency mapping assignment was carried out by the author. . It strives for building trusting relationships. in order to understand the vision and mission of GHCL including both the shortterm and long-term perspective. encouraging entrepreneurship and sharing prosperity. it was decided to enhance the operational performance and further develop the potentials of their employees.5. The products are catering to both the domestic and international markets. Ahmedabad. GHCL is distinguished by its growth. This was followed by one to one behaviour event interviews for the position holders and the peer group that was to develop the competency model. Objective With a vision to meet the challenges of the national and international market.Leadership Competency Model for Automobile Industry 207 in March 1988 and over the years it has diversified into the fields of manufacturing industrial chemicals and textiles. The competencies were identified on the basis of discussion with the top management.and senior-level executives from DGM and above (officers at Noida. It is a customer-focused company committed to leadership through quality. One of the most challenging tasks was to assess the present competencies and find out gaps for future superior performance. Process A competency model for various positions.

The ‘potential mapping’ of each individual profile summarized and gave indicates those performing indicative remarks whether the performance is beyond. Individual Development Plan and Potential Mapping. Individual Competency Behavioural Summary. which includes Rating Description.208 The Handbook of Competency Mapping Box 11. Strategy and Direction Defining how a common vision/mission will be implemented and aligning all the involved parties to reach the same goals and objectives. The desired weightages on each and every competency for various positions as well as the assessed weightages as that resulted from the assessment centre. while taking a decision the past performance. consistency and the organization’s requirements were also to be considered. Competency Model 1. However. His or her role to take up higher responsibility in the future or he/she is the right fit or the gaps identified to be the right fit for the role. .5: Competency Model—GHCL Sl. were summarized. Individual Profile. Competency Rating Summary. A detailed potential mapping of each and every participant was given in the individual profiles. 1 2 3 4 5 6 7 8 9 10 11 12 Competencies Strategy and Direction Building Global and Strategic Perspective Demonstrating Business Savvy and Decisiveness Leading Change and Creativity Builds Collaborative Partnerships Builds Organizational Capability and Inspires Active Learning and Agility Business Acumen Manages Performances and Develops Others Promoting Synergetic Teamwork Decisiveness Manage Execution The individual profile of each and every participant has been prepared as an outcome of the assessment centre. No.

Builds Organizational Capability and Inspire Works to cultivate positive relationships with others in order to drive business results and increase job satisfaction in the workplace. quality and customer relations. 5. Building Global and Strategic Perspective Develops and implements comprehensive and realistic strategies by utilizing knowledge of global and industry-wide business trends. Makes every effort to develop both on and off the job the knowledge. policies and guidelines of the organization.Leadership Competency Model for Automobile Industry 209 2. company viability. Business Acumen Taking a business perspective when making decisions and being aware of the impact on cash flow. 4. 3. assessing and managing risk vis-à-vis pay-off/reward. 8. service. 6. 7. innovative approaches. Formulating. Active Learning and Agility Pursues new knowledge for improvement and operates from a commercial mindset. manages and energizes change processes while encouraging new. tracking and executing budget plans. Builds Collaborative Partnerships Builds co-operative partnerships both internally and externally leveraging relations to meet organizational objectives within the framework of governance. skills and competencies required by a team or an individual to advance their careers. identifying opportunities for business. Identifying. Manages Performance and Develops Others Skill to communicate the performance management processes and manage performance. 9. Leading Change and Creativity Initiates. promoting the best interests of business. Demonstrating Business Savvy and Decisiveness Utilizes understanding of business drivers to take courageous decisions that provide a competitive advantage. .

11. Manage Execution Being able to reach pre-defined objectives efficiently. Decisiveness Being able to decide in a timely manner. Promoting Synergestic Teamwork Provides direction and support. by bringing together a wide range of considerations and perspectives to issues.210 The Handbook of Competency Mapping 10. . 12. building co-operation while leading a team to accomplish desired objectives. ensuring that thorough analysis is part of the decision-making process.

Approve: To sanction officially. Act: To exert one’s power so as to bring about a result. Adopt: To take and apply or put into action. . Advise: To give recommendations. status or effectiveness of. See Execute. Administer: To direct the application. Anticipate: To foresee events. Analyze: To study the factors of a situation or problem in order to determine the outcome or solution. Affirm: To confirm or ratify. Add: To affix or attach. Implement and Perform. use or general conduct of. thereby assuming responsibility for (used only in the situation where the individual has final authority). Appraise: To evaluate as to quality. Accountability: The state of being subject to judgement for an action or result which a person has been given authority and responsibility to perform. to put in use. consequences or problems in order to deal with them in advance.Resistance and Recommendations 211 Glossary Ter erms Glossar y of Terms A Accept: To receive with consent. See Propose and Recommend. Align: To arrange or form in a line. to carry out a plan or purpose. to accept as satisfactory. execution. to find the sum of figures. trends. to separate or distinguish the parts of a process or situation so as to discover their true relationships. To offer an informed opinion based on specialized knowledge. to take without protest. Amend: To change or modify. to ratify. Apply: To adjust or direct.

Circulate: To distribute in accordance with a plan. to undertake.) Assume: To take upon oneself. Ascertain: To find out or learn with certainty. Attach: To bind. to reckon by exercise of practical judgement. Close: To terminate or shutdown. Inspect. (No authority over the activity is implied. Assist: To lend aid or support in some undertaking or effort. to make certain of. Clear: To get the agreement or disagreement of others. to collect to a point. Assemble: To collect or gather together in a predetermined order or pattern. See Delegate. Assign: To give specific duties to others to perform. Compile and Co-ordinate. Attend: To be present for the purpose of listening or contributing. to permit. to prepare for an event. Monitor and Verify. tie or connect. condition or practice. C Calculate: To ascertain by mathematical processes. to compare for verification. See Prepare. Authority: The power to influence or command thought. to establish by authority. . Batch: To group into a quantity for one operation. Assure: To confirm.212 The Handbook of Competency Mapping Arrange: To place in proper or desired order. Code: To transpose words or figures into symbols or characters. opinion or behaviour. fasten. See Disseminate. to take for granted. Classify: To separate into groups having systematic relations. Also Encode. Carry: To convey through the use of the hands. B Balance: To arrange or prove so that the sum of one group equals the sum of another. See Ensure. Centre: To place or fix at or around the centre. Authorize: To empower. Audit: To examine and review a situation. Examine. and conclude with a detailed report on the findings. See Collect. Chart: To draw or exhibit in a graph. Check: To examine for a condition. See Control. Cancel: To strike or cross out.

. Delegation: Assigning to a subordinate the responsibility and commensurate authority to accomplish an objective or specific result. to make right. to assemble. to compose out of materials from other documents. horizontally. statement.Resistance and Glossary of Terms 213 Recommendations Collaborate: To work or act jointly with others. Copy: To transfer or reproduce information. to confer. interpret and evaluate for conformance with plans or expected results. Cross foot: To add across. Control: To exert power over in order to guide or restrain. act or opinion. Consult: To seek advice of others. Compose: To make up. Collate: To bring together in a predetermined order. Construct: To set in order mentally. D Date stamp: To affix or note a date by stamping. to authorize or empower another to act in one’s place. Correlate: To establish a mutual or reciprocal relationship. Conduct: To lead. See Assign. fashion or arrange. adjusting or combining. See Collaborate. Delegate: To entrust to the care or management of another. Compile: To collect into a volume. to arrange. Co-operate: To work jointly with others. strike out. Co-ordinate: To bring into common action or condition so as to harmonize by regulating. Decide: To choose from among alternatives or possibilities so as to end debate or uncertainty. Correct: To rectify. changing. guide or command the efforts of others towards producing a chore or task or goal. Concur: To agree with a position. Cross off: To line out. to put in relation to each other. to measure. See Assemble and Compile. See Assemble. Consolidate: To combine separate items into a single whole. Collect: To gather facts or data. Cross out: To eliminate by lining out. to accumulate. Authorize and Represent.

See Circulate. See Conduct. available or usable. Endorse: To express approval of.214 The Handbook of Competency Mapping Delete: To erase. Direct: To lead. to remove. Manage and Supervise. To find out something not before known as a result of an intent to find definite and precise truth. Develop. Direction: Guidance or supervision of others. See Ascertain and Determine. Discuss: To exchange views for the purpose of convincing or reaching a conclusion. Issue and Release. Devise. to bring about. See Develop. to make active. execute or construct according to a plan. Distribute: To divide or separate into classes. to decide and set limits to. to create. See Circulate. Disseminate: To spread information or ideas. especially by combining known ideas or principles. exploration or investigation. E Edit: To revise and prepare for publication. to deliver to named places or persons. Devise: To come up with something new. to set forth or make clear. to allot. to pass around. Issue and Release. subject to mathematical division. Duty: Assigned task. Develop: To conceive and create. Disassemble: To take apart. Divide: To separate into classes or parts. See Design. Dissemble: To take apart. guide or command the efforts of others towards producing a chosen result. Disseminate. to cause. Distribute. Formulate and Plan. to countersign. Development: The result of developing. often for the approval or clearance of others. . thereby fixing definitely and unalterably. evident or apparent. Discover: To find out something not known before as a result of chance. fashion. Formulate and Plan. Design: To conceive and plan in the mind for a specific use. Determine: To make a decision. Draft: To compose or write papers and documents in preliminary or final form.

to follow through to the end. See Provide. Furnish: To give or supply. Exercise: To employ actively. See Assure. Formulate: To develop or devise a plan. Fill in: To enter information on a form. See Check. Monitor and Verify. Examine. Feed: To supply material to a machine. to show how to do. Flag: To mark distinctively. Control. Expedite: To accelerate the movement or progress of. G Goal: An objective. policy or procedure and. I Implement: To put into effect. Guidance: Conducting or directing along a course of action. Establish: To set up or bring into existence on a firm basis. Evaluate: To ascertain or determine the value of. Instruct: To impart knowledge to. Inform: To instruct. File: To lay away papers. Figure: To compute. to execute. to put it into a systemized statement. Inspect: To examine carefully for suitability or conformance with standards. to subject to inquiry by inspection or test.Resistance and Glossary of Terms 215 Recommendations Ensure: To make safe or certain. etc. Find: To locate by search. Examine: To investigate. Instructions: To furnish with directions.. to inform. F Facilitate: To make easy or less difficult. arranged in some methodical manner. as in authority or influence. to communicate knowledge. to scrutinize. Execute: To put into effect. Initiate: To originate. Specific—Precise and detailed directions that closely limit what can be done or how . to give information or direction to. Insert: To put or thrust in. to introduce for the first time. Follow-up: To check the progress of. to remove obstacles. to see if results are satisfactory.

and pros and cons. L Line: To cover the inside surface of. Merge: To combine. M Maintain: To keep up to date or current. to set by particulars. General—Directions that are merely outlined. Inventory: A list of items. See Supervise. intensity. to position. N Negotiate: To exchange views and proposals with an eye to reaching agreement by sifting possibilities. Non-routine: Irregular or infrequent situations that arise relating to business or official duties. . Note: To observe. Measure: To find the quality or amount of. Notify: To give notice to. to draw lines on. to command the efforts of others towards producing a chosen result. to elucidate. to inform. to ascertain dimension. Mix: To unite or blend into one group or mass. List: To itemize. to translate. Issue: To distribute formally. hence do not closely limit what can be done or how it can be done. stock in hand. Intensive: Exhaustive or concentrated. to keep at a given level or in working condition. Monitor: To observe or check periodically for a specific purpose. Itemize: To set or note down in detail. Multiply: To perform the operation of multiplication. notice. count. Characteristic of higher-level jobs. heed. etc. to guide. Interview: To question in order to obtain facts or opinions. Interpret: To explain or clarify. proposals. Locate: To search for and find. Manage: To control and direct.216 The Handbook of Competency Mapping it can be done. Investigate: To study closely and methodically.

responsibilities. Originate: To produce as new. Plan: To devise or project a method or course of action. Outline: To make a summary of the significant features of a subject. a fundamental belief serving as a responsible guide to action. Organize: To arrange in interdependent parts. P Participate: To take part in. experience and educational requirements of a person who would be ideally suited to perform a specific job. Principle: A governing law of conduct. Policy: A definite course or method of action selected from among alternatives and in light of given conditions. Open: To enter upon. Obtain: To gain possession of. Procedure: A particular way of accomplishing something or of acting. Observe: To perceive. a series of steps followed in a regular.Resistance and Glossary of Terms 217 Recommendations O Objective: A desired result. skill. duties. Position Description: A document which describes the purpose. notice. to acquire. Position Specification: A document which describes the physical characteristics. . Perform: To carry out. to make accessible. to execute. Post: To announce by public. scope. Operate: To conduct or perform activity. to guide and determine present and future decisions. See Goal. knowledge. to invent. a basis for policy. to accomplish. Practise: To work repeatedly to gain skill. to transfer or carry information from one record to another. Place: To locate an employee in a job. Prepare: To make ready for a special purpose. watch. written notice. a standardized practice. definite order. to spread out. Organization: Individuals working together in related ways within a specific structure towards a common end. to systemize. authorities and working relationships associated with a position or entity to be occupied and performed by one person.

. to furnish. to advance someone to a higher level or job. Responsibility: The quality or state of being accountable for. Purpose: Something set up as an objective or end to be attained. Receive: To take something that is offered or sent. Research: Inquiry into a specific subject from several sources. to analyse results in order to give an opinion. Render: To furnish. Refer: To direct attention to. a reason. Promote: To act so as to increase sales or patronage. to substitute in some capacity for. Reconstruct: To restore. Review: To examine usually with intent to approve or dissent. Requisition: A document making a request. Purchase: To buy or procure. Record: To register. Require: To demand as necessary or essential. Recommend: To advise or counsel a course of action or to suggest for adoption a course of action. to declare an intention. Represent: To act for or in place of. to give one’s opinion of the rank or quality of. Remit: To transmit or send money as payment. Register: To enter in a record or list. R Rate: To appraise or assess.218 The Handbook of Competency Mapping Proceed: To begin or carry out. accountable for. Programme: A series of planned steps towards an objective. Report: To supply or furnish organized information. to make available. Request: To ask for something. contribute. to handle in accordance with prescribed procedures. Propose: To offer for consideration or adoption. Release: To authorize the publication of. Provide: To supply for use. to construct again. Process: To subject to some special treatment. dissemination of. to serve as a counterpart of. Responsible for: Having caused. to make a record of.

or bring up to date. to discharge a duty or function. Routine: Regular procedure. Schedule: To plan a timetable. quality. Subtract: To deduct one number from another. guiding or commanding its efforts to produce a chosen result. Summarize: To give only the main points. Whenever possible the elements of the statement include specific reference to quantity. usually rejecting one or more. to ponder or fix the mind closely upon a subject. etc. Stimulate: To excite. rouse or spur on. Support: To provide service. Supervise: To oversee a work group. class. Sort: To put in a definite place or rank according to kind. to correct. leading. Search: To look over and through for the purpose of finding something. Sign: To authorize by affixing one’s signature. cost and time. assistance or supplies to another person or department. to improve. Submit: To present information for another’s judgement or decision. to keep apart. Screen: To examine so as to separate into two or more groups or classes. Standard of Performance: A statement of the conditions that will exist when a job is acceptably done. Study: To consider attentively. Separate: To set apart from others for special use. or normal course of business or official duties. to obtain. to scrutinize. Subtotal: An interim total. Stack: To pile up. . Secure: To get possession of. Route: To prearrange the sending of an item to the location to which it is to be sent. to set specific times for. Select: Chosen from a number of others of a similar kind. to act in a capacity. Serve: To hold an office. S Scan: To examine point by point. to make safe.Resistance and Glossary of Terms 219 Recommendations Revise: To change in order to make new.

Trace: To record the transfer of an application or document. Verify: To prove to be true or accurate. Transpose: To transfer. to make a listing. to copy as a drawing. .220 The Handbook of Competency Mapping Survey: To ascertain facts regarding conditions or the condition of a situation usually in connection with the gathering of information. to test or check the accuracy of. to change the usual place or order. to confirm or substantiate. T Tabulate: To form into a table by listing. Transcribe: To make a typed copy from shorthand notes or dictated record. U–V–W–X–Y–Z Underline: To emphasize or identify by drawing a line under the characters or subject. to write a copy of. Train: To increase skill or knowledge by capable instruction.

‘Reminiscences for Wartime Army Psychologists’.G. Edgar (1989). Bennett (1997). New York: American Management Association (AMA). Bray. Amherst. Burgoyne. ‘Do Assessment/ Development Centres Use Optimum Evaluation Procedures? A Survey of Practice in UK Organizations’. Stuart (1976). A Strategy for Organisational Change. ‘The Assessment Center Method of Appraising Management Potential’. (1993). Intelligence and Background Characteristics . Human Resource StrategyArchitecture for Change. Mass. 2. and R. pp. Kabra (2000). A. 5(4). Dulewicz. The Journal (Society of Insurance Trainers and Educators). pp. ‘The Nature. J. and C. Olson (1996–97). ‘Leverage Training and Development to Make a Strategic Impact’. Competency Based Performance Improvement. Anstey.). and D.W. Boyle.References Ansoff. Use and Acquisition of Managerial Skills and Other Attributes’. November.A. Chanda. The Personnel Job in a Changing World. New York: AMA Publications. pp. Personnel Review. ‘The Relationship between Previous Experience. April. 19–29.S. and H. L. in D. 132–40. Corporate Strategy. Effective Competency Modeling and Reporting. Kenneth Carlton (2000).W.A. and S. Wood (1995). D. S. Igor (1965). New York: McGraw-Hill. Cooper. 3(2). Dubois. 10–12. The Psychologist. 475–78. New Delhi: Response Books. V. Clifford. D.. ‘Best Practice in 360-degree Feedback’. R. Fletcher (1982). Selection and Development Review. (1964). J.: HRD Press. Blood (ed. pp. Davis. International Journal of Selection and Assessment. Fullerton and R.

E. Andrea (1999).A. R.L.B. Aldridge and D.. Robert H. Klemp. J. (1993). G. . 55– 57. B. O’Driscoll (1990). (1976). C. 307– 21. in M.D. Eubanks. J. Journal of Occupational Psychology. Jackson (1996). 1–4. Lexington. pp. Washington. Introduction to Competency Modeling. Hayes. ‘The Critical Incident Technique’. DC. ‘A Competency Model for OD Practitioners’. and V.F. pp.). 21–26. ‘European Managerial Competencies’.B. (1955).O. Hogg. Jauch (1984).C. The Psychology of Personal Constructs (Vols I & II). ‘An Empirical Study of a UK-based Assessment Center’. August. (1954).R.P. Kelly. W. 5(3). New York: Norten. pp. Mabey. Journal of Accountancy. J. (ed. European Business Review. J. 21(1). ‘Strategic Planning—Forward in Reverse?’. Guidance and Assessment Review. Competing for the Future. and L. 51(4). ‘How to Hire Ms/Mr Right?’. Hamel.) (1980). (1989). Gary and C. (1985). ‘The Majority of Large Companies Use Occupational Tests’. ‘Managerial Assessment Centers’. January. Boston: Harvard Business School.. 327–58. 861–88.: Linkage. Handbook of Industrial Organizational Psychology. pp. IL: Rand-McNally. New York: McGraw-Hill. W. Dunnette (ed. 111–19. pp. pp. Prahalad (1994). ‘A Survey of the Assessment Centre Process in the Public Sector’. Marshal and M. Inc. The Assessment of Occupational Competence. Public Personnel Management. Strategic Management and Business Policy. 25(3). Finkle. Journal of Management Studies.A. G.222 The Handbook of Competency Mapping of Participants and their Performance in an Assessment Center’. Harvard Business Review. Report to the National Institution of Education. J.B. Linkage.M. Chicago. pp. 55(3). Training and Development Journal.K. Holdeman. Mass. Dulewicz (1984). Fletcher. November. Flanagan. Public Communication. Eisenberg. pp. Gluck. Psychological Bulletin. 85–90. Lowry. (1996). 93(2). P. (1997). November–December.

American Psychologist. D. 1–14.R.C. McLagan. 28. Naylor (ed. New York. ‘Testing for Competency Rather than Intelligence’. Principles of Scientific Management. Philips (1957). The Models of HRD Practice.H. Training. pp. in T. and Sigme M. Spencer (1993). Frederick W. . New York: John Wiley & Sons Inc. Competence at Work.com/p/articles/ mi_m4339/is_n6_v15/ai_16736641/pg_4 Selgnick. ‘Industrial Organization and the Evaluation of Concepts for Strategic Planning’. Spencer. (1996). Taylor. McIlvaine. 19. Parry. Organization Studies. Leadership in Administration. 48–56. (1989). July. David C. Corporate Strategic. (1977). Moses and W.). S. McClelland. (1973). Byham (eds). A. Alexandria. Human Resource Executive. ‘The Quest for Competencies’. New York: Pergamon. Applying the Assessment Center Method. (1982). ‘From Selecting Spies to Selecting Managers: The OSS Assessment Program’. New York: Harper. ‘Discourse and Agency—The Example of Personal Psychology and “Assessment Centre”’.L. pp.R.A. VA: American Society for Training and Development.W. 18–20. October. Roberton and Makin (1994). Available at http://findarticles. in J. (1911). pp. Mid Winter. Legde M. (1998).References 223 MacKinnon. P. Michael E. ‘World Premiere’. January. Porter. New York: Harper.

17 and competency. 30. 24 differentiating 12 for competitive advantage 13 history 15 identification of 127 management centric views 18 myths 15 prediction of human performance 19 rating and ranking 36 requirements of customization 8 scientific management 18 threshold competencies 12 with definitions and ratings 62–63 workplace competencies 13 . 18 distinctive competence 14 input process output model 16 competencies 3–19. 69. 131 Aventis 134 behaviour examples 68 behavioural description interview (BDI) 95 behavioural event interview (BEI) 93–104 benchmarking 102 candidate’s career history 97 conduct-focus 98 customer interviews 99 employee interviews 100 focus groups 101 supervisor interviews 101 supplier interviews 99 best practice principles 141 business environmental imperatives 5 ‘casually related’ 10 Citibank 133 commitment of employees 144 commitment. 13.224 The Handbook of Competency Mapping Index 360-degree feedback 140 Allied Signals 133 American Compensation Association (ACA) 57 American Telephone and Telegraph Company (AT&T) 129. 133 assessment centres 128. 129. 70 behavioural ratings 163 categorization of 12. 82 central and surface competencies 11 command and control hierarchy 18 competency process 17 concept 57 core competencies 4. 9. 16. 130. 15. interface between 8 can do/will do chart 17. lack of 146 competence 8.

134–36 customized exercises 138 grid for ratings 137 non-exercise material 139 framework 82–126 information 82. 87 communication to employees 54 contingency plan 40 customer feedback 86 determinants of success 48 development of 37. 85 360-degree assessment 51. 50. 24. 81 competency-based training and development system 78 competition 4 competitive activities 3 competitive edge 20 . 158–63 primary interactions 126 primary responsibility 120 reporting structure 122 resistance and recommendations 147–49 third-party model 105 competency models 20–54. 52 action plan 39 and applications 46 and human resource management 71 assessments validation 44. 139 dimensions 131. 48.176–188 definitions for scores 201 ego gratification results 146 established models 104 financial authority 125 for Hindustan Petroleum Corporation Ltd (HPCL) 201 Hindustan Sanitaryware & Industries Ltd (HSIL) 194 HRM systems 25 key results areas (KRAs) 123–24 people responsibilities 125 performance criteria 156. 80 competency-based selection process 26. 43. 79 value addition 47 vendor information 86 vision and mission statement of organization 84 competency pyramid model 23 competency-based human resources (HR) applications 55–81 competency-based performance appraisal system 79. 75 competency-based succession planning system 80. 37. 42–54 documentation 85–91 framework for bosses/ coaches 79 generic competency model 49 implementation goals and standards 39 industry research 86 motivational bias 52 performance assessment 40 quality programmes 87 regulations 87 self-assessment 51 time frame 45 training and development 78. 53 behaviours and skills 78 bottoms-in-seats assessment 50 business needs 37 certification programmes 84. 133. 147. 75. 105–8 management system 15 mapping model 127 competency model 20. 28.Index 225 competency assessment process 46. 127. 49.

67 general leadership model 164. 200. 131 human resource. competency model 176–87 iceberg model 11 implementation process styles 140 Industrial Society survey in UK 130 ITC 133 Johnson & Johnson 133 Lancaster model of managerial competencies 31–35 . 207. 59–61 HR knowledge 59 HR skills 60 interview process 77 personal attitude and values 60 succession planning 72–74 trainable competencies 77 human resource (HR) functions 7 human resource (HR) strategy 5. 201. 169. 186 human resource (HR) functions 71 human resource (HR) head business acumen 177 change leadership 180 communication 179 competency model 177 human resources expertise 180 impact and influence 179 internal customer orientation 179 personal effectiveness 179 relationship building and networking 178 results orientation 178 strategic thinking 175 team leadership and development 178 human resource (HR) manager 180 business knowledge 182 communication 183 competency model 181 flexibility 184 impact and influence 183 internal customer 181 job knowledge 182 personal effectiveness 184 problem solving 184 relationship building 181 results orientation 183 teamwork 182 human resource (HR) competence audit 58. 166. 205 Hindustan Sanitaryware & Industries Ltd 194–96 HLL 134 human resource (HR) processes and organizational strategies 21 human resource (HR) executive 184. 203–4. 208. 199. 167. 209 Hindustan Petroleum Corporation Ltd (HPCL) 195. 168. 7. 6. 165. 196–98.226 The Handbook of Competency Mapping core motive 11 criterion-referenced 10 critical incident technique (CIT) 95 feedback process 26. 185. 171 generic competency dictionary 153–63 generic competency model for leadership role 164–75 good management 14 Gujarat Heavy Chemicals Ltd (GHCL) 206. 170.

16 transcultural managerial competencies 35 ‘underlying characteristic’ 10 War Office Selection Boards (WOSB) 128 . analysis and improvement 117 Motorola 133 Office of Strategic Studies 129 organizational chart 110 performance appraisal 118–19 performance management 64 personal competency framework 29. 65-66 sequence of operation for production. 31. 92 Pfizer 134 process documentation 87–90 productivity maximization 26 project advocacy 144 projection techniques 143 quality management system 113. sample 111 skill competencies 11 stakeholders 145 strategies 3 strategy formulation 14 surface knowledge 11 Tata Steel 133 trait competencies 11. 36 personality inventories 142 personnel development resources 91. 114 112. 38 measurement.Index 227 leadership assessment matrix 174–75 leadership assessment questions 172–74 leadership competency model for automobile industry 187–209 management responsibility 114–17 Maruti Udyog Ltd 36. Roffey Park Management Institute survey 130 sales competencies deserved by customers 103 selection interview 63-64.

She has undertaken major consultancy assignments for both the public and private sectors. Designing and Implementing Competency Models in Organizations (2004) and the best-selling Organizational Behaviour (2005) along with Stephens Robbins has been appreciated by the former president Dr A. She has also published The Handbook of Competency Mapping: Understanding. mentoring and other soft skills. Abdul Kalam.P. Recipient of the Mother Teresa Award. three gold medals and numerous merit scholarships. managerial effectiveness. team building. communication. personality profiling and organizational surveys. assessment centres. she is at present Director and Senior Professor (Organisational Behaviour and Human Resources) at FORE School of Management. leadership. She obtained her doctorate in Organizational Psychology from the University of Rajasthan. Her recent research has been in the areas of cross-cultural management and ethical issues.228 The Handbook of Competency Mapping About the Author Seema Sanghi is a well-known consultant and trainer with over 21 years of experience in the field of organizational behaviour and psychometric assessment. Professor Sanghi has developed and published over 80 psychometric tests and a number of research publications. . She is an expert in the development of tools. She has also organized management development programmes in customer care. New Delhi. competency mapping.J.

You're Reading a Free Preview

Download
scribd
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->