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PROJECT REPORT Submitted In partial fulfillment of the requirements For the award of the degree of MASTER OF BUSINESS ADMINISTRATION IN MARKETING & HR By Name: Kavita Poddar Reg. No.: P07BA047 Batch: 2007-2009 Under the guidance of Lect. A.Geetha Lecturer in Management Studies
SCHOOL OF MANAGEMENT STUDIES BHARATH INSTITUTE OF HIGHER EDUCTION AND RESEARCH (Bharath University) Selayiur, Chennai-600073 April 2009
SCHOOL OF MANAGEMENT STUDIES BHARATH UNIVERSTY SELAIYUR, CHENNAI-600073
Department of Business Administration BONAFIDE CERTIFICATE
Certified that this project titled “Study of competency mapping of employee in HCL” is bonafied work of Ms. Kavita Poddar Register No.: P07BA047 who carried out the project under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidates.
Mrs. A. Geetha (Project Guide)
Prof. N. M. Jaffer (HOD)
Vive- Voce held on ______________________
I declare that this Project Report entitled “Study of competency mapping of employee in HCL Limited” is an original and bonafied work of my own in the partial fulfillment of the requirements for the awarded of the degree of Master Of Business Administration and Submitted to the School Of Management Studies, Bharath University was carried out under the supervision of Mrs. A. Geetha, Lecturer School Of Management Studies, Bharath University, is entirely original and has not been submitted for any degree or diploma earlier.
PLACE: KAVITA PODDAR
I would like to thank Dr. Lecturer of School of Management Studies. Prakash. I wish to extend my sincere thanks to Mr. HR Executive with whom I had constant interaction during this project. Geetha.Bharath University Competency Mapping ACKNOWLEDGEMENT This Project itself is an acknowledgement to the industry drive and technical competence of many individuals who have guided me for its completion. I consider it a great privilege to be under the guidance of Mrs. KAVITA PODDAR Kavita Poddar 4 .B. The contribution and significant role played by her help me in preparation and submission of project report in time. for his intensity and focus on technical aspects and for taking all efforts to make my journey smooth on the information technology super highway. Let me assert beyond the confines of simple sense “GRATITUDE” to them. M. Jagathrakshagan for giving me a wonderful opportunity for doing “Master of Business Administration” in this esteemed college.A department for helping me in all aspects and giving their valuable ideas for making my project efficient and effective. It is a privilege to have him as our faculty. Bharath University. Jaffer. I gratefully acknowledge the team of staff members in M. I express my deep sense of gratitude to our beloved chairman Dr. Foremost. In this work I have been fortunate to have the support the dedicated staff members of HCL. HR. HCL BPO center-1 for Permitting me to do the project work at HCL and showing keen interest in the project. I wish to place my deep sense of gratitude to Mr. I would like to thank my parents and friends for their valuable support and encouragement through out the course of the project. S. N. HOD of School Of Management Studies. Sathyanarayan. Last but not the leas. A. Bharath University.
Bharath University Competency Mapping CONTENT Chapter Chapter 1: INTRODUCTION Chapter 2: INDUSTRY PROFILE Chapter 3: COMPANY PROFILE Chapter 4: REVIEW OF LITERATURE Chapter 5: RESARCH METHODOLOGY Chapter 6: DATA ANALYSIS & INTERPRATION Chapter 7: (i) FINDING (ii) CONCLUSION (iii) SUGGESTION APPENDIX BIBLOGRAPHY Topic Page No. 1 7 19 28 46 50 82 84 85 Kavita Poddar 5 .
13. 2. 16. 9. 3. 14. 5. 12. 7. 1. Knowledge Enhancement Employee Skills Employees Attitudes Career Development Employees Performance Employees/Team Meeting Target Tacit Knowledge Personality Consistency Recruitment Process Performance Appraisal Initiative & Self-reliance Logical & Analytical data Current Demand Consolidated Response Title Page. 15. 4. 11. 10. 50 52 54 56 58 60 62 64 66 68 70 72 74 76 78 80 Kavita Poddar 6 . No. No. 8. 6.Bharath University Competency Mapping List of Tables Sl.
1. 8. 10. 14. 3. No. 7. 11. 16. Knowledge Enhancement Employee Skills Employees Attitudes Career Development Employees Performance Employees/Team Meeting Target Tacit Knowledge Personality Consistency Recruitment Process Performance Appraisal Initiative & Self-reliance Logical & Analytical data Current Demand Consolidated Response Title Page. 5. 6. 51 53 55 57 59 61 63 65 67 69 71 73 75 77 79 81 Kavita Poddar 7 . No. 9. 2. 12.Bharath University Competency Mapping List of Charts Sl. 15. 4. 13.
Bharath University Competency Mapping Kavita Poddar 8 .
Objective of the project.Bharath University Competency Mapping Scope of the project. Kavita Poddar 9 . Limitation of the project.
Kavita Poddar 10 .Bharath University Competency Mapping Introduction “The vision must be followed by the venture.we must step up the stairs”. It is not enough to stare up the steps .
and by analyzing learning types. One of the most popular ones is Now. However.Bharath University Competency Mapping INTRODUCTION Competency mapping is a process through which one assesses and determines one’s strengths as an individual worker and in some cases. and others like it. having the person sift through past work experiences. Buckingham and Clifton’s book. The value of competency mapping and identifying emotional strengths is that many employers now purposefully screen employees to hire people with specific competencies. Large organizations frequently employ some form of competency mapping to understand how to most effectively employ the competencies of strengths of workers. or for those seeking employment to emphasize the specific skills which would make them valuable to a potential employer. Discover Your Strengths by Marcus Buckingham and Donald Clifton. the disadvantage to using a book alone is that most people may have a few blind spots when they analyze their own competency. by using numerous books on the subject. Alternately. leadership. and decision-making. Their perception of how others react to them may not be accurate. It generally examines two areas: emotional intelligence or emotional quotient (EQ). practice competency mapping through testing. These kinds of skills can be determined. They may need to hire someone who can be an effective time leader or who has demonstrated great active listening skills. They may also use competency mapping to analyze the combination of strengths in different workers to produce the most effective teams and the highest quality work. and strengths of the individual in areas like team structure. they may need someone who enjoys taking initiative or someone who is very good at taking direction. as part of an organization. when one is ready to do the work. initially published in 2001. Competency mapping can also be done for contract or freelance workers. When Kavita Poddar 11 .
without making suggested changes. recruitment) of the organization. especially when conducted by an organization is that there may be no room for an individual to work in a field that would best make use of his or her competencies. To ensure we are both on the same page. we would define a competency as a behavior (i. If the employer cannot provide a position for an employee that fits him or her better. Sometimes an area where strengths are not present is worth developing. It may find competency mapping has produced dissatisfied workers or led to a high worker turnover rate. However.e. In other cases. competency mapping can indicate finding work that is suited to one’s strengths. leadership) rather then a skill or ability. Being able to list competencies on resumes and address this area with potential employers may help secure more satisfying work. competency mapping may be of little use. If the company does not respond to competency mapping by reorganizing its employees. competency mapping can ultimately serve the individual who decides to seek employment in an environment where he or she perhaps can learn new things and be more intellectually challenged. or finding a department at one’s current work where one's strengths or needs as a worker can be exercised. A person identified as needing to learn new things in order to remain happy might find himself or herself in a position where no new training is ever required. knowing one’s competencies can give one a competitive edge in the job market. A problem with competency mapping. Kavita Poddar 12 . This may not resolve issues for the company that initially employed competency mapping. job evaluation. Competency Mapping is a process of identifies key competencies for an organization and/or a job and incorporating those competencies throughout the various processes (i. training. communication.e. then it can be of little short-term benefit and may actually result in greater unhappiness on the part of individual employees. Usually. a person will find themselves with strengths in about five to six areas.Bharath University Competency Mapping individuals must seek new jobs.
A sample of a competency based job description generated from the PIQ may be analyzed. you can use the results of your evaluation to identify in what competencies individuals need additional development or training.Bharath University Competency Mapping The steps involved in competency mapping with an end result of job evaluation include the following:1) Conduct a job analysis by asking incumbents to complete a position information questionnaire (PIQ). The competencies of the respective job description become your factors for assessment on the performance evaluation. Using competencies will help guide you to perform more objective evaluations based on displayed or not displayed behaviors. 3) With a competency based job description. you are on your way to begin mapping the competencies throughout your human resources processes. This can be provided for incumbents to complete. or you can conduct one-on-one interviews using the PIQ as a guide. you are ready to develop a competency based job description. This will help you focus your training needs on the goals of the position and company and help your employees develop toward the ultimate success of the organization. The primary goal is to gather from incumbents what they feel are the key behaviors necessary to perform their respective jobs. This can be developed after carefully analyzing the input from the represented group of incumbents and converting it to standard competencies. 4) Taking the competency mapping one step further. Kavita Poddar 13 . 2) Using the results of the job analysis.
Kavita Poddar 14 . becomes a stepping-stone in the pathway of the strong”.Bharath University Competency Mapping Scope of the Study “The block of granite. which is an obstacle in the pathway.
Kavita Poddar 15 . Scope to the researcher The researcher acquires more information about competency mapping which can be used as core process in every department of the company. The need for the project is:• • • To create awareness of competency mapping to the employees. To improve the competency of the employees To find and retain the potential employees.Bharath University Competency Mapping SCOPE OF STUDY Scope to the Company This is the exclusive study to check the feasibility to implement the competency mapping in HCL BPO.
Bharath University Competency Mapping Objective of study “To study the effectiveness of Competency Mapping at HCL”. Kavita Poddar 16 .
skill. if any. To identify the critical skills needed by an employee to carry out his job. Kavita Poddar 17 . • To assess the proficiency level of employees in various clusters/groups in each of the critical skills identified. To study the feasibility to implement the competency mapping. attitude of the employees. • To prepare a plan for improving the proficiency levels and identify the training modules required to bridge the gap. To identify the required proficiency level needed by a cluster/group to perform the job in the most effective manner. between the required level and the existing level.Bharath University Competency Mapping OBJECTIVES OF THE STUDY The objectives of the study are as follows:• • • • To Study the knowledge.
Kavita Poddar 18 . The problem is expecting otherwise and thinking that having problems is a problem”.Bharath University Competency Mapping Limitations “The problem is not that there are problems.
The study is conducted in HCL BPO.Bharath University Competency Mapping LIMITATIONS OF THE STUDY The study was centered only in the Center1 of HCL Technologies BPO Services Ltd which is in Greams Road. therefore sufficient data was not possible to collect. The HCL BPO branch in Chennai was launched in Chennai few years ago. seniors or industries.(There are 3 centers in Chennai) Some information cannot be accessed due to its confidential nature.Chennai. the results of this study cannot be generalized to other companies. Kavita Poddar 19 .
Bharath University Competency Mapping Kavita Poddar 20 .
Kavita Poddar 21 . BPO Industry in India. Different types of services being offered by BPO. Top 10 BPO.Bharath University Competency Mapping Definition of BPO. Top 10 reasons to work in BPO industry. Key to success. Challenges for a HR professional in BPO.
Bharath University Competency Mapping Industry Profile “If you cannot do great things yourself remember that you can do small things in a great way” Kavita Poddar 22 .
financial and administration processes. as well as European and Asian companies Capgemini. and manages the selected process (es) [together with the IT system that support it].Bharath University Competency Mapping INDUSTRY PROFILE Definition-BPO “Delegation of one or more business process to an external provider who. human resources functions. International companies such as US based IBM. logistics and human resources. customer service. BPO Industry in India Business process outsourcing requires the hiring of a third party to carry out another company’s work. who is basically ready to work with high perfection and at less cost. Large multinational companies and international countries like US and European countries are in search of a well suitable country that can be used for outsourcing. Business process Kavita Poddar 23 . owns. Outsourcing dealings are performed frequently on the basis of multi-year contracts. Hundreds of millions of dollars worth dealings are under taken usually in outsourcing. Some companies offer their services in collections. call center and customer service activities and accounting. based upon defined and measurable performance” – Gartner Business Process Outsourcing handles jobs such as front office and back office outsourcing. in turn. Wipro and Infosys are investing huge amounts and hiring labors from other countries for tackling their work loads and clients service. Front office outsourcing work deals with tasks that include technical support. and Hewitt Associates. Well these investing countries have to find an outsourcing person. TCS. credit analysis and job recruitment. marketing and advertising. Back office processes include payroll. billing. administers. Genpact. Accenture.
such BPO trends have been recently started and have increased approximately 63% in the market in 2006. Cities like Bangalore. This rapid growth is because of cheap labour and employees are better educated here than the higher-paid workers in the US and other Western countries. Even smaller businesses are taking advantage of the freelancing on the Internet to get smaller projects done by offshore developers at minimum cost.000 people are currently employed in BPO industries in India till march 31 2002. Hyderabad. and Novell. GE. BPO has created a major trend set up. So. Many multinational companies have chosen India as their main BPO centre to get their business services done. Microsoft. Ford. high unemployment rates and a low cost of living. particularly the United States. Oracle Companies like IBM.This rate would have increased triple amount in the fore coming years. India has now become the most popular country as a BPO. Hewlett Packard. BPO companies are established mainly due to cost considerations and also simply because they do not have the expertise to deal with certain aspects of business. Kavita Poddar 24 . This is due to the fact that many of these countries have a well educated labour pool. Chennai. Indian revenues from BPO are estimated to have grown 107 per cent to $ 583 million. Up to 35.Bharath University Competency Mapping outsourcing companies are flooding into countries like India and China and have already started to establish their concerns rapidly. Many towns have turned into big cities after the establishment of such BPO trends. India is one of the obvious choices to outsource to companies like Dell. Noida and Delhi are all the major attractions of BPO. in the recent years and is benefiting both the investing and the hiring company together. In India. Many companies have come under the trends of offering BPO jobs to cut costs. LG. are finding that countries like India offer the services they need at an excellent price. Sun Microsystems. Companies in western countries.
Economy of Scale. Such offshore outsourcing trends have been created to reduce the cost in terms of paying the employees and of course due to the excellent performance received from outsourcing. A person with a good English knowledge. Many large companies are now providing outsources jobs such as call center services. Outsourcing jobs does not require any specialized training. Business Risk Mitigation. Superior Competency.Bharath University Competency Mapping Few of the motivation factors as to why BPO is gaining ground are:- Factor Cost Advantage. e-mail services. Most of the outsourcing companies are set up overseas and such companies is called as offshore outsourcing. Outsourcing jobs has turned to be a great source for providing more employment in developing countries like India. Utilization Improvement. Outsourcing jobs is providing more job opportunities for many freshly graduated students. Basics of Outsourcing Outsourcing refers to a company that contract with another company to provide services and to perform all the front office and back office task. basics of computer can be very suitable for an outsourcing job. and are often located overseas. and payroll. Recently outsourcing jobs are increasing rapidly in most of the developing countries. These jobs are handled by separate companies that specialize in each service. Outsourcing job has the strength to create a vast change in the economy Kavita Poddar 25 . It has created a drastic change on the living and life style of its employees. The outsourcing tasks are done by the employees working in the third parties concern.
Many of the companies that provide outsourcing services are able to do the work for considerably less money. Growth of Indian BPO Industry BPO industry is a fastest growing Industry. NASSCOM started training centers in Bangalore. Mumbai and Pune to train the police in cyber crime investigation. By 2012 BPO industry can achieve assets of up to $50 billion. and have fewer overhead expenses to worry about. It will ensure data privacy to the BPO industry. outsourcing jobs in countries like India and China is still forming the base for economy improvement. This also a part of the growth of this industry. a self regulatory body headed by Mr. it can appoint two million staffs and offer more jobs for them.Bharath University Competency Mapping of one country. but the company need more investments both in infrastructure and education by the government If the BPO industry attain $50 billion assets. Indian government has to play a great role. Kavita Poddar 26 . BPO Industry has launched a Data Security Council. Starting an outsourcing center is one of the best way and also a cost-effective way to start building foundations in other countries. Indian companies spend a lot on in -house training because the education system in India does not have the direct links with the BPO industry. There are many reasons why companies outsource various jobs.Inorder to push the assets up to $50 billion. said Raman Roy. One of the most predominant advantages would be to saves money.Shyamal Gosh as its chairman. Examples countries like US establish their outsourcing centers in countries like India so that they can get cheaper employees and also the work done is equal to their highly paid employees. For example.BPO also launched National Skills Registry to ensure the verified database of the human resource in the BPO sector. as they don't have to provide benefits to their workers. chairman and MD of Quattro.
The growth of call center has resulted in the cultural and economical development in the society. These include installation and product support. BPO has a major role in boosting India's economical status. peripherals and Internet infrastructure manufacturing companies. Kavita Poddar 27 .It is very clear that BPO Industry has a major role in developing economic status of India. software. troubleshooting and Usage support.Bharath University Competency Mapping The vast growth of BPO industry has changed the face of Indian youth.This high salary attract everybody to work in BPO sector. They offered more career option to the youngsters and it helped them to improve their knowledge.2% 5. Different Types of Services Being Offered By Bop’s Customer Support Services: Our customer service offerings create a virtual customer service center to manage customer concerns and queries through multiple channels including voice. IT sector contribute more to the economic growth of India. The growth in the contribution shows a rise from 1. It also helped them to understand foreign culture.10. So they will get more man power. Technical Support Services: Our technical support offerings include round-the-clock technical support and problem resolution for OEM customers and computer hardware. 000 to 15. personality and make them to face any challenges in life.4%.BPO offers high salary and the employees can earn Rs. Even though BPO Industry faces more challenges. it has contributed largely for the economic growth of India. e-mail and chat on a 24/7 and 365 days basis. language and accent as it serve the foreign countries. This man power is the reason for the vast growth of BPO industry. up & running support.000.
Insurance Processing : Our insurance processing services provide specialized solutions to the insurance sector and support critical business processes applicable to the industry right from new business acquisition to policy maintenance to claims processing. or to up-sell / promote and cross sell to an existing customer base or to complete the sales process online. OCR with Editing & Indexing Services: Service Example: High speed Image-Scanning and Data capture services. Kavita Poddar 28 . Employee IT Help-desk Services: Our employee IT help-desk services provide technical problem resolution and support for corporate employees. Data Entry: Yellow Pages / White Pages Keying. Scanning.Bharath University Telemarketing Services: Competency Mapping Our telesales and telemarketing outsourcing services target interaction with potential customers for 'prospecting' like either for generating interest in products and services. Data entry of E-Books / Electronic Books. Business Transaction Data entry like sales / purchase / payroll. High speed large volume scanning. Data Entry Services / Data Processing Services: Service Example: Data entry from Image files in any format. Receipt and Bill Data Entry.
Market Research. Assets / Equipment Ledgers etc. Medical Form / Medical billing. Financial Statements. Payroll Processing etc.Bharath University General Ledger. Survey. Product Research. Internet / Online / Web Research : Service Example: Competency Mapping Internet Search. Bank Reconciliation. Analysis. Accounts Receivables and Accounts Payable. Web and Mailing list research etc. Form Processing Services: Service Example: Insurance claim form. Online Form Processing. Kavita Poddar 29 .
the recruiting and compensation challenges of HR departments are only understandable. Customer: companies tend to demand better results from outsourcing partners than what they could actually expect from their own departments. Kavita Poddar 30 . Standard pre-job training: Again. performance or HR policies. are far higher than at home. information security.000 miles away. Key To success The key to success in ramping up talent in a BPO environment is a rapid training module. demands on parameters such as quality. The training component has to be seen as an important sub-process. business continuity and disaster recovery. Given this background. requiring constant reengineering. • • Lack of focused training and certifications. etc. thus making it difficult to attract the best talent. • • Benchmarks: There are hardly any benchmarks for compensation and benefits. Everyone is charting their own course. there is no standard curriculum.Bharath University Competency Mapping Challenges for a HR Professional in BPO • • Brand equity: People still consider BPO to be "low brow". lack of general clarity on skill sets. which could be designed and followed. due to the wide variety of the jobs. etc. "When the job is being done 10. turn around timeliness.
This Company is an ISO: 9001-2000 Certified company and gives services in call center. Media and Publishing. four of them are in Gurgaon. It gives resolution in call center and back office operation. Daksh eServices Daksh is one of the fastest developing BPO companies in India with employee strength of 5. Collections Etc. It has two facilities in India that are located in Bangalore. technical talent etc are the key factors of BPO companies in India. Kavita Poddar 31 . The top ten BPO companies in India are the following:1.ICICI One Source is one of the leading BPO service providers in India. Telecom.000.This Company has five facilities in India. It has succeeded in giving excellent customer care services in Financial.Telecome. It has been successful in providing excellent customer services in Financial Services. technical support. IT solution. It has services including Customer Care.Bharath University Competency Mapping Business Process Outsourcing: The Top Rankers BPO Company is one of the fastest growing companies in India. Technical Support.Healthcare. ICICI One Source ICICI One Source is one of the well known BPO service providers in India. Healthcare. ISeva ISeva is a famous BPO and is a part of E4eGroup. 3. ICICI One Source has been successful in receiving the BS 7799 certification for information security.Media and Publishing. Telecommunication. Low cost. English speaking and brilliant workforce. Finance and Banking and so on. data processing and transaction processing. This company offers services like customer care. 2. New Delhi and the last one in Mumbai. Transaction Process.
It has more than 5.Ajooba is situated in Chennai. Banking. Moreover it is a BS7799 certified company. It has service centers in Bangalore and Mumbai. Finance. It has also back office operations and customer care services. It provides services in call center. Health care. Hinduja TMT Hinduja TMT is one of the famous BPO companies in India. and other call centers. 7. It provides service in IT field. Already it has received ISO9001:2000 certification for quality assurance and BS 7799 certification for information security. it had outsmarted its opponent companies by a convincing margin to reach the top track as the Most Preferred Employer. Large number of employees has chosen this company as a Dream Company to work with. This company has wide range of services in more than 50 countries in India. Transport. Insurance. 8. 6. This company has centers in Nodia and Pune.Bharath University Competency Mapping 4. IT. This company has 2. EXL Services EXL Services is one of the excellent BPO services providers in India. Efunds International Even though Efunds has been ranked fourth in the overall E_SAT survey.This company provides services in financial and accounding. Telecom. Healthcare and education. Ajooba Ajooba is a developing BPO with 500 employees. This company provides services in call center. This company provides services to Fortune 500 companies. It has entered in E-SAT survey.000 employees. Insuarence. back office processes and transaction Processes. Mortage Lending and Collections. Motif It is Ahmedabad based BPO Company. 5. It gives services in transaction processing that includes Administration and Kavita Poddar 32 .000 employess. Banking.
Motif has currently 500 employees. This company has four service centers in Nodia.Bharath University Competency Mapping Mutual fund. Customer services like voice process e-mail and Fax processing. NIIT Smart Serve NIIT Smart Serve is a global BPO company. 10. they have done their best to satisfy the expectation of their clients oversras.There is no confusion regarding the reason for the success of Indian BPO company. These top 10 BPO companies and other BPO organizations have done an excellent job in the past few years . Transpotation and Technology.It has also another services like customer care and Back office operations. This company has more then 800 employees. It offers services in call centers and Back office operations.This enhanced the confidence of foreign investors in outsourcing their jobs to India With the large number of able and sincere employees. and Financial services.HCL Technologies BPO is one of the developing BPO industries in India with 3. 9. HCL Technologies. two in Chennai and one in Bangalore.000 employees. HCL-Tech BPO This company is a subsidiary of IT giant. Investor services. Kavita Poddar 33 . Insuarence. Service center is situated in Gurgon. It provides services in Real Estate.
BPO also provide part time job and it is useful for the students to come and work on different shifts. post graduate and even for final year students. Company provides get together and parties on all weekends at International hotels totally free of coast. it’s high salary and students can use this money for their higher studies or they can save for their future purpose. financing etc. All BPO Industry gives free Insurance for their employees. 6. 7. swimming pool. More over they provide personality development coaching for the employers to enhance their personality. BPO Industry is looking for skilled employees and they provide training for them regarding their products and services. Here are top ten reasons for joining in BPO sector:1. instead of terminating.To Work in BPO industry As BPO Industry is one of the rapidly growing parts of information Technology in India. 3. Comparing to other industries BPO provides high salary and excellent work atomsphere. Internet. If the employees fail to perform well. Kavita Poddar 34 .By all means employees are very much interested in working BPO sector. Employees can develop their knowledge depending on the fields they are working for. every one can master over English language. insurence. gym. 8. 5. it provides more job opportunities for graduate. Technical Qualification is not required for BPO jobs and if you have. computer hardware and software. 9. Companies provide good foods and other entertaining activities like. Also they provide AC cabs to pick and drop their employees. telecom. Feed back section in training program helps every one to understand their strengths and weakness. 2. it will be an advantage for you to understand all the technical process very easily. they will shift them to other fields or sent them for retraining. Also help you to build up your leadership skill. auto. BPO companies offer International certification for training program.Bharath University Competency Mapping Top 10 reasons . 4.Eg: accounting. One of the advantages of BPO job is. As they provide good training for improving communication skill.
Your work experience in BPO sector will help you a lot at the time of applying for a visa to foreign countries. Kavita Poddar 35 .Bharath University Competency Mapping 10.
About Value Addition. Kavita Poddar 36 .Bharath University Competency Mapping About Risk Mitigation. About Alliances. HCL Vision. HCL Core value. Mission and Objectives. Quality Framework. HCL top 10 Clients.
Bharath University Competency Mapping Company Profile “The secret of business is to know something that nobody else knows” Kavita Poddar 37 .
Manpower Attrition and Cost Control. -Proven track record of structuring and nurturing a wide range of collaborative enterprise models.Bharath University Competency Mapping COMPANY PROFILE HCL. Partner Profile and Provenance. -The ability to ensure rapid resumption of process delivery operations. . .Demonstration ability to successfully manage cross culture partnerships. Kavita Poddar 38 .Expertise to recruit and train large number of new employees in such locations. HCL has extensive and understanding of the critical issues and concerns related to offshore outsourcing.Existence of management and infrastructure resources in the target locations. . seamless and timely Process Migration is critical for building first level comfort in the outsourcing initiative. Value Addition.as India’s largest IT conglomerate-is actively involved with the growth of the India ITES industry. . Risk Mitigation The key components of Risk Mitigation are as follows: Process Migration in the first phase of outsourcing. Disaster Recovery and Business Continuity. -The infrastructure to effectively mitigate local and geographic disaster scenarios. As an experienced global software outsourcing enterprise.Establishing business presence in prime secondary locations. At a macro level these can be broadly categorized into:• • Risk Mitigation.
HCL has over 20 year’s experience in servicing these towns with locally present management and infrastructure. Ability to risk mitigate operations through business continuity and disaster tolerance. Capability to hire and train large work force locally. infrastructure In two years the majority of new Customer Service Centers in India will need to be located in category B and C towns. End-to-end services delivery capability. Creating and managing multiple Offshore Development Centers. • • • • • • Experience of creating and managing large scale and resource base. • • • Kavita Poddar Extensive experience of migrating complex development processes offshore. • State-of-the-art facilities in Belfast (Ireland) and Salt Lake City (US) in addition to India. Access to a about 150 locations within India. Proprietary offshore delivery methodology-‘Off sourcing’. Demonstrated experience of managing large heterogeneous hardware/software installation base. 14000+employee base. Committed $ 40 M for Contact centre and BPO businesses. • • Strong balance sheet/nil Debt Company. Demonstrated capability in global development and support of It services.Bharath University Competency Mapping Value addition The key components of Risk Mitigation are as follows:• Strong financials to support large contracts. 39 .
starting off with: HCL BPO Services: The Right Parentage HCL BPO Services represents HCL Technologies’ most significant strategic business extension and investment to date. design. including 61 Fortune 500 organizations. Concept. HCL BPO Services: The Right Staff Business Process Outsourcing (BPO) has the potential enabling power to vitalize Businesses and energize Economic growth. The focus on and commitment to BPO is based on the following assets and attributes: Global Client Base & Relationships . Malaysia and Northern Ireland.A.Bharath University Competency Mapping • • • • HCL’s suite of outsourcing services span the entire life-cycle of an organization’s IT services requirements.or rather. BPO benefits are significant. development. Europe and Asia-Pacific. To ensure that customer expectations are consistently met and often exceeded requires a BPO Service Provider with the Right Stuff. HCL BPO Services currently operates out of various locations in India.S.HCL-T’s global relationship base consists of approximately 454 clients. in such high propensity to and potential of outsourcing Sectors as IT / I. Networking and Network management services.S / Insurance/ Financial Services / Retail. BPO and Multi-lingual Contact services.HCL-T operates in 15 Countries across 20 locations between U. Global Presence & Reach . Systems Integration. sustainable and strategic. deploying over 100 Customer Relationship Kavita Poddar 40 . they can be. implementation and maintenance of applications and enterprise solutions.
Security and Quality. CRM/ ERP/ SCM/ Imaging & Workflow etc.A). Kavita Poddar 41 . Relevant Industry Practices .O services . Alliances • The BT Connection: In October 2001.Bharath University Competency Mapping Managers (over 70 of whom are located in the U. including Banking / Funds Management / Insurance / Retail.P.e.HCL’s BPO Services operations have been totally funded from internally generated resources. Funding & Scalability . Sento Corporation provides the latest in Web-enabled CRM (Customer Relations Management) solutions for a diversified portfolio of organizations. Some of these Domains bear a direct relationship to a wide range of B. In this relatively short span of time. Now operating as HCL Technologies BPO Services.attributes that are recognized by a number of prestigious awards as well as kudos from Clients and Industry Experts.g. These services include self-help. Northern Ireland. located in Belfast. enabling the rapid ramp-up of delivery infrastructure in diverse locations and countries as well as significant enhancements in delivery Reliability. the Center has built an enviable reputation for Quality and Innovation .HCL-T has developed extensive expertise in a wide range of emergent and mainstream Technology Domains.S. This network ensures effective and responsive Client Relationship Management. HCL Technologies entered into a strategic alliance with British Telecom by acquiring a 90% stake in BT's award winning Apollo Contact Center. Related Technology Domain Expertise . the Belfast facility is a four-year-old purpose built Contact Center. HCL-T has also developed a number of Industry Practices.In addition to Technology Domain expertise.
S. Mexico and Hong Kong. • Quality: Consistently deliver value to our stakeholders and innovate to continually improve our services by review of processes. D & B RMS will be HCL’s preferred provider of receivable management services for accounts located in the United States. people and performance. Under the terms of the alliance. and telephone. in the United States.A and Europe. • D&B Receivable Management Services: D&B Receivable Management Services is headquartered in Bethlehem. Canada. receivable outsourcing. Pennsylvania. e-mail. Canada. with offices throughout the US. offering their customers a full continuum of services including electronic bill presentment.Bharath University Competency Mapping live chat. will be the exclusive provider of D&B RMS call center services from India.HCL BPO Services works closely with Sento to deliver a wide range of Voice and Web-enabled services in both U. Kavita Poddar 42 . They are a leading global supplier of receivable management services. in turn. Web collaboration. Mexico and Hong Kong. HCL. and bankruptcy services and deductions management. traditional collections. These solutions give customers access to customer service at anytime using any media.
Kavita Poddar 43 . Legal. Recruitment. Procurement. Voice & Accent training. Transportation and Management documented and certified. • Purdue Benchmark HCL BPO Services is positioned in the upper right hand quadrant of the EffectivenessEfficiency grid and ranked 2nd in the Global Peer group.Bharath University Competency Mapping QUALITY FRAMEWORK • ISO 9001:2000 23 processes including Operations. Globally. Very low rate of manpower attrition. Strong organizational capability to attain and maintain high levels of manpower motivation. improvement and management methodologies at all levels. COPC is considered to be the most coveted certification in the CSP (Customer Service Provider) industry. Team Leader to Top Management. It is based on COPC-2000 CSP standard which was developed in 1996 by buyers. Major observations: Excellent SLA performance tracking. • COPC Certification HCL BPO Services has been awarded the prestigious COPC Certification. Marketing. providers and senior managers responsible for operational management of customer centric service operations. External evaluation and certification conducted by the British Standards Institution against BS EN ISO 9001:2000 and certified as ISO compliant for BPO & Contact Center Services. Quality Assurance.
and also as mechanism in place for issues relating to business continuity and disaster recovery. Kavita Poddar 44 . HCL BPO Services is the First Indian CSP and possibly the third world-wide to have been certified for Collections. HCL BPO Services raises the bar yet another notch for customer service and delivery excellence. Recent high-profile information security breaches and the value of information are highlighting the ever-increasing need for organizations to protect their data. • BS 7799 Certification Information is the lifeblood of all organizations and can exist in many forms. HCL BPO Services is among the leading BPO firms in India to achieve this third-party certification for its quality management system. The certification is valid for a period of 3years. The certification is an endorsement of the processes that the Chennai center has in place to safeguard the security of data. Detailed Process mapping. HCL BPO Services. The BSI (British standards Institute) conducted audits in two stages and involved 6 working – days rigorous due diligence audit. HCL BPO Services is one of India’s leading Business process outsourcing (BPO) service providers.Bharath University Competency Mapping HCL BPO Services is amongst the very few Indian BPO Service Providers to have been awarded this certification.The Six Sigma methodology for continues improvement of its processes and performance. Pareto Charts. The Chennai center of HCL BPO Services has been certified to the British security standard BS7799. Control charts and many others are effectively used for such analysis. Histograms. • Six Sigma HCL BPO Services Process Improvement Program is led by a Six Sigma Master Black Belt. Design of Experiments. with a committed top-level management and dedicated experienced employees made the certification possible within a short span of five months. Tools like Fishbone analysis.
MISSION AND OBJECTIVES • VISION STATEMENT "Together we create the enterprises of tomorrow". Kavita Poddar 45 . We shall honour all commitments. services and solutions to meet the requirements of our external and internal customers. We shall be committed to Quality. which they make possible. every time". and help them gain a sense of satisfaction and accomplishment from their work. Innovation and Growth in every endeavour. • OUR PEOPLE OBJECTIVES To help people in HCL Infosystems Ltd.Bharath University Competency Mapping VISION. • QUALITY POLICY "We shall deliver defect-free products. • OUR MANAGEMENT OBJECTIVES To fuel initiative and foster activity by allowing individuals freedom of action and innovation in attaining defined objectives. share in the company's successes. the first time. to provide job security based on their performance. • MISSION STATEMENT "To provide world-class information technology solutions and services to enable our customers to serve their customers better". CORE VALUES We shall uphold the dignity of the individual. to recognize their individual achievements.
A Global Network Security Solution Provider – U.S.A Fortune 500 Retail Chain – U.A Global Telecom Major – U.S.K Global Media & education Company – U.A Global Insurance Major – U.A Property Services & Insurance Major – U.K Global E-integration Solution Provider – U.S.S.S.Bharath University We shall be responsible corporate citizens. Competency Mapping Clients Top Ten Client Profiles: Global Telecom Major – U.K Fortune 500 Retail Conglomerate – U.A Global Retail/ Financial Automation Systems – U.S.S.A Kavita Poddar 46 .
Bharath University Competency Mapping Kavita Poddar 47 .
Who identifies competencies? How to identify competencies? What is competency mapping? Process of competency mapping. Reasons for using competency mapping. What methodology used. Components of competency. Competency mapping benefits. Benefits of using competency model. Some important tips of competency mapping. Competency model.Bharath University Competency Mapping What is competency? Levels of competency. Types of competency. Kavita Poddar 48 . Competency mapping model.
Bharath University Competency Mapping Review of Literature “Article from HCL Web Site & Magazine” Kavita Poddar 49 .
the candidates capability of the difference between the two. and the development and training needs to bridge the gaps. Ulrich defined competency as “Knowledge. Competency mapping is processes of identify key competencies for an organization and a job and incorporating those competencies throughout the various process (job evaluation. Competence management is becoming increasingly important in today's dynamic context since it is becoming the only competitive advantage the organization actually has which cannot be duplicated easily by the competitor. recruitment based on competencies etc. training. The competency concept was originally developed in Psychology denoting individuals' ability to respond to demand placed on them by their environment.Bharath University Competency Mapping REVIEW OF LITERATURE INRODUCTION The word competency is derived from Latin word "Competere". skill or ability of employees relevant for organizational performance”. Competency Mapping play a significant role in recruiting and retaining people as it gives a more accurate analysis of the job requirements. Competence management will have various aspects under it like competence profiling and finding what the company is good at. competence building that is building new competence to match the market demands. recruitment) of the organization. This means ‘to be suitable’. Kavita Poddar 50 .
Competence management is becoming increasingly important in today's dynamic context since it is becoming the only competitive advantage the organization actually has which cannot be duplicated easily by the competitor.Bharath University Competency Mapping Competencies enable individuals to identify and articulate what they offer regardless of the job they happen to have at the time so that their organization can see. Kavita Poddar 51 . competence building that is building new competence to match the market demands. value and utilize what capability is actually available. in this section we will briefly discuss why competence management is important and what are the competency management. recruitment based on competencies etc. Competence management will have various aspects under it like competence profiling and finding what the company is good at.
a person working in a manufacturing unit may require different competency than a person working in an IT sector. Different individual requires different competency for e.Bharath University Competency Mapping WHAT IS A COMPETENCY? Competency is an underlying characteristic required to perform a given task. activity. specific. measurable etc) to be shown by the person occupying that role are specified. Kavita Poddar 52 . Competency difference from industry to industry. According to Harvard Business Review Daniel Katz grouped competency into three areas which later expanded in to the following four: Technical Managerial Human Conceptual In competency mapping all details of the behaviors (observable. Competency has the following forms: Knowledge Skills Attitude These three factors are important for identifying competency in a person.g. or role can be considered as competency.
Applied competence: An employee's demonstrated ability to perform a set of tasks with understanding and reflexivity. 2. Practical competency: An employee's demonstrated ability to perform a set of tasks. 3.Bharath University Competency Mapping LEVELS OF COMPETENCY When we talk of competency it is imperative to know the levels of competency such as:1. Reflexive competence: An employee's ability to integrate actions with the understanding of the action so that he/she learns from those actions and adapts to the changes as and when they are required. 4. Foundational competence: An employee's demonstrated understanding of what and why he/she is doing. Kavita Poddar 53 .
It can be a financial skill such as budgeting. but do include applied knowledge or the behavioral application of knowledge that produces success. or a verbal skill such as making a presentation. • Behavior: The observable demonstration of some competency. skill. competencies do include skills. Therefore. such as knowledge of policies and procedures for a recruitment process. Based on the above definition. • Personal attributes: Inherent characteristics which are brought to the job. competencies are not personal work motives. learned. representing the essential foundation upon which knowledge and skill can be developed. but only the manifestation of skills that produce success. Finally. and measured. taught. presumably. It is what people have to know to be able to perform a job. knowledge and personal attributes.Bharath University Competency Mapping Components of Competency There are four major components of competency:• Skill: Capabilities acquired through practice. It is an essentially definitive expression of a competency in that it is a set of action that. can be observed. it can be said competency only include behaviors that demonstrate excellent performance. In addition. they do not include knowledge per se. but do include observable behaviors related to motives. Kavita Poddar 54 . This refers to a body of information relevant to job performance. • Knowledge: Understanding acquired through learning.
• Conceptual Competency An ability to understand the degree of complexity in a given situation and to reduce that complexity to a level at which specific courses of action can be derived. these competencies are common skills sets required by most companies. understand. Example: problem solving and decision making. Examples: interpersonal skills. are not necessarily industry specific. managerial competency could be divided into two categories: • Human Competency An ability to work with. 2. Managerial Competency Competencies that relate to skills needed to perform managerial work and process. these are competencies that reflect organizational core capabilities and should be possessed by all employees regardless of their function. In typical organizations. It relates to the individual’s expertise in interacting with others in a way that will enhance the successful completion of the task at hand. it deals with the interaction process either with individual or group of people. and are not confined to managerial positions. Employee Core Competency Competency that relate to organization’s values. mission and strategy. developing people. and motivate other people as individuals or in group. managerial competencies will play greater emphasis as the position progresses within the organization. Example: Customer satisfaction.Bharath University Competency Mapping Type of Competency There are four types of competency:1. quality orientation. Kavita Poddar 55 . In general. Typically generic in nature.
Example: tolerance for stress. behavior interview technique. function or job. Kavita Poddar 56 . techniques and knowledge of a specialized field. self concept. Technical/Functional Competency Competencies that pertain to specific bodies of knowledge and skills required to perform the defined activities in an industry. self image. motives. It includes the abilities to use the procedures. Example: sales ability. Personal Attribute Competencies that relate to inherent personal characteristics (e. achievement motivation.Bharath University Competency Mapping 3. etc. 4.g.) and potentially affect work attitude and performance.
Figure: Competency Model Framework Vision & Mission Core capabilities Stakeholder requirements Market realities BUSINESS STRATEGY Competency Requirements Success Factors Behaviors Skill Knowledge Attributes COMPETENCY MODEL Kavita Poddar 57 . Competency model development is driven by the organization’s strategy (see figure below).Bharath University Competency Mapping Competency Model Competency model is a set of competencies that include the key behaviors required for excellent performance in a particular role.
culture. and vision. Provide a clear foundation for dialogue to occur between the manager and employee about performance. and better employee retention.e.. improved job satisfaction. behavioral standards of excellence). Clarify standards of excellence for easier communication of performance expectations to direct reports. resulting in a systematic approach to professional development. Kavita Poddar 58 . and career-related issues. development. Provide common. these benefits are: Reinforce corporate strategy. organization-wide standards for career levels that enable employees to move across business boundaries. Provide a common framework and language for discussing how to implement and communicate key strategies.Bharath University Competency Mapping Benefits of Using Competency Model There are some useful benefits of using competency model for the company. and employees as well. Increase the effectiveness of training and professional development programs by linking them to the success criteria (i. the benefits are: Identify performance criteria to improve the accuracy and ease of the hiring and selection process. For the company. managers. Provide a common understanding of the scope and requirements of a specific role. For Managers. Establish expectations for performance excellence. Provide more objective performance standards.
Bharath University Competency Mapping For Employees. Support a more specific and objective assessment of their strengths and specify targeted areas for professional development. and career related issues. What Methodology is used? The following methods are used in combination for competency mapping: Interview Group work Task Forces Task Analysis workshops Questionnaire Use of Job descriptions Performance Appraisal Formats etc. development. required to be successful in their role.. Provide the basis for a more objective dialogue with their manager or team about performance. the benefits are: Identify the success criteria (i. Provide development tools and methods for enhancing their skills.e. behavioral standards of performance excellence). Who Identifies Competencies? Competencies can be identified by one of the following category of people: Experts HR Specialists Job analysts Kavita Poddar 59 .
Appoint a task force for each role. Some of the methods are given below:1. attitudes and skills required to perform each of these jobs. and identify the knowledge.Bharath University Psychologists Industrial Engineers Competency Mapping How to Identify Competency? The process of identification is not very complex. Consolidate the list and present it to a role set group or a special task force constituted for that role. 2. Kavita Poddar 60 . Simply ask each person who is currently performing the role to list the tasks to be performed by him one by one.
For Ex: The extent to which a person is adjustable. A person may be perfect in one aspect and may lack in others. which he is totally unaware. then that will reduce the cost of training. Which is then compared with the extent to which the various competencies are required for a job? The comparison enables us to know the suitability of a person for a job. the training needs of a person can also be identified. capable of anticipating threats. its own customers. From that. It is better to develop models that draw from but are not defined by existing research. and the competencies that bring success in that specific context (including national culture). and a 'vertical slice' taking in one whole department or team from top to bottom. It has to be specific to the user organization. discrete groups or teams. if the knowledge in which a person in a master is shared by all. COMPETENCY MAPPING PROCESS The competency mapping process does not fit the one-size-fits all formula. A company can save a lot of cost on training by efficiently using knowledge management. So this too is used for setting standards and checking the employees standing on the various competencies’ platform and further. the organization can learn about the process of competency Kavita Poddar 61 . resourceful. finding solutions and contributing in innovations.Bharath University Competency Mapping WHAT IS COMPETENCY MAPPING? Competency mapping involves the determination of the extent to which the person possesses the various competencies related to a job. capable of working efficiently under stress. more or less at the same organizational level. Start with small. ideally in two directions-a 'horizontal slice' across the business that takes in a multi-functional or multi-site group. its own market. using behavioral interview methods so that the organization creates a model that reflects its own strategy. At least it can make the person aware about the new concepts.
and also against external research relevant and analogous to the organizations situation-not as a driver. Developing BEI skills within the organization has the added benefit that once the model is complete. Kavita Poddar 62 . and where the pain is being felt. and so on. This data should be triangulated against clear top-down input in terms of organizational strategy and business objectives. Once the behavioral data is collected.Bharath University Competency Mapping modeling. Methodology for designing: The most effective route to employ recognized bestpractice internal research methodology using behavioral event interview (BEI) techniques to selectively sample the target population (supplemented with expert panels and 'Competency Requirement Questionnaires' to engage wider population samples) and so build up the models from the data that emerges. So if recruitment and selection or performance management is the key strategic needs of the business. It is important to focus on one or two key areas of implementation rather than the whole HRD agenda in one scoop. then start there. it should be sorted. International organizations must ensure that the methodology does not screen-out those competencies that do not match the culturally-influenced pre-conceptions of the head office (wherever it is situated) of what high-performance competencies are. This is a common error…the universalist. development assessments. but as a reference point. categorized and leveled carefully to create models that are concise and comprehensive. all-powerful 'global leadership model'. it can be used more effectively by transferring these skills to selection interviewing. and how potential alternative formats for the models may or may not fit the needs of the business. simple and sophisticated. It is advisable to begin with a 'horizontal' slice of the management or senior-most team as the benefits will percolate down to the whole organization.
and what skills. There would be a bit that requests them to list down attributes needed to make it up to the next level. Once the employee `tops' every indicator at his level. This reasonably simple though initially (the first year only) tedious method helps everybody to know what the real state of preparedness of an organization to handle new business (or its old one) because it has a clear picture of every incumbent in the organization. a competency-based job description is crafted and presented to the personnel department for their agreement and additions if any. “A win-win situation for everyone”. one starts mapping the capability of the employees to the benchmarks. Second: Having discovered the similarities in the questionnaires.Bharath University Competency Mapping COMMON STEPS IN COMPETENCY MAPPING First: A job analysis is carried out by asking employees to fill in a questionnaire that asks them to describe what they are doing. thus making it behavioral as well as skill-based. attitudes and abilities they need to have to perform it well. An almost (but not quite) arbitrary level of attainment is noted against each benchmark indicating the areas where the assesses is in terms of personal development and achievement. he is promoted. There are several index points within the responsibility level. he moves on to the next and begins there at the bottom in short. These give an adept HR manager a fairly good picture of the employee to see whether he (or she) needs to perform better or to move up a notch on the scale. It helps in determining the training and development needs and importantly it helps to encourage the best and develop the rest. Third: Having agreed on the job requirements and the skills and attitudes needed to progress within it and become more productive. Kavita Poddar 63 .
Bharath University Competency Mapping COMPETENCY MAPPING MODEL A MODEL FOR COMPETENCY MAPPING Heads of Functional Departments Kavita Poddar 64 .
Bharath University Competency Mapping Finance / Marketing / Personnel / Technical / others Heads of the Functional Departments explain in detail what all compentencies should an employee possess and to what degree HR Department designs such a performance appraisal method. which checks the competencies possessed by the employee and to what degree Comparison Competencies’ requirements given by various heads Self rating by employee on each competency Inputs from functional heads defining to what extent an employee possesses a competency Missing links Training Kavita Poddar 65 .
Bharath University Competency Mapping Missing links Training Kavita Poddar 66 .
Increase skill sets to meet your organization's scope and growth. job Kavita Poddar 67 . jobs. Check how closely your development activities are aligned with the needs of your business. Align corporate objectives and strategies to each person in the company. from anywhere in the organization. Reconcile the aspirations of your key people with the opportunities available. Lengthen the time that staff stays with a company by allowing staff members to discover individual career paths within the company. Find candidates with the right profile. to fill an unexpected vacancy. Achieve access to appropriate competence at the right time and place. Run gap and match analyses between individuals. develop. Prioritize competencies by job. Increase their ability to attract. and positions. project team. or position. and requirements. Establish an overview of the accumulated resources of the organization and the demand for those resources. Ensure you are building the appropriate talent pool to support your future needs.Bharath University Competency Mapping REASONS WHY COMPETENCY MAPPING IS USED Effectively match individual competencies to position. project. Identify key positions for which you have no candidates. Increase capacity by achieving a more holistic view of the accumulated competence of the entire organization. Integrate training and administration applications to focus training efforts. teams. and track individuals' abilities to fulfill requirements. retain and utilize co-workers.
development and career-oriented issues. Provide a common. Kavita Poddar 68 .Bharath University Competency Mapping BENEFITS OF IMPLEMENTING A COMPETENCY-BASED APPROACH For the company:Establish expectations for performance excellence. Provide a common understanding of scope and requirements of a specific role. Improved job satisfaction and better employee retention. Provide more objective performance standards. For employees:Identify the behavioral standards of performance excellence. Increase the effectiveness of training and professional development programs by linking them to success criteria. Provide a clear foundation for dialogue to occur between the managers and employees and performance. Easier communication of performance expectations. Provide a more specific and objective assessment of their strengths and the tools required to enhance their skills. organization wide standards for career levels that enable employees to move across business boundaries. For Managers:Identify performance criteria to improve the accuracy and ease of the selection process. More clear on career related issues.
values etc. etc. Prepare this as an illustration. Current incumbent who are doing a good job along with their Reporting officers is a good. Explain the purpose. attitudes. Circulate samples of competencies done by others. Work out for this role and give it as an illustration. For example Sales Executive. Choose a sample that does not use jargons. Work out competencies for this role if necessary with the help of job analysis specialist or an internal member who has knowledge of competency mapping. Enough team in most cases. PR Manager. Interview of past successful job holders helps. are known to all and easy to profile. Receptionist. Circulate these others and ask various departments to do it on their won.Bharath University Competency Mapping SOME TIPS TO DO COMPETENCY MAPPING The following are some of tips to do competency mapping at low cost:Pick up a job or a role that is relatively well understood by all individuals in the company. Kavita Poddar 69 . Transport Manager. Once prepared even on the basis of one or two individuals inputs circulate to other role set members. skills. Assistant HR Manager. Illustrate knowledge. Production Supervisor.
Bharath University Competency Mapping Kavita Poddar 70 .
Sampling size and method. Research design. Kavita Poddar 71 . Tools used (or) statistical techniques applied. Frame work. Data collection. Sampling design. Definition of Bar chart. Definition of Pie chart.Bharath University Competency Mapping Field of study.
we could better judge what to do and how to do it” Kavita Poddar 72 .Bharath University Competency Mapping Research Methodology “If we could know where we are and where we are tending.
It refers to the technique or the procedure the researcher would adopt in selecting items for samples.Bharath University Competency Mapping RESEARCH METHODOLOGY Research refers to the search for knowledge.Slesinger and M. Research is a scientific investigation. One can also define as the scientific and systematic search for candidate’s information on specific topic. correct or verify knowledge. on the basis of an extensive questionnaire. According to D.Stepenson. The data’s obtained for the study was primarily from field investigation carried out among the HR team of HCL BPO. Sampling Design Sample design is a definite plan for obtaining a sample from a given population. who were involved in the identifying the significant measures to increase the potential employee at HCL Technologies BPO Services Ltd. Chennai. Research Design The objective of the study has been achieved by using both Primary and Secondary Data’s. whether that knowledge aids in construction of theory or in the practice of an art”. concepts or symbols for the purpose of generalizing to extend. “The manipulation of things. who are involved in the competency mapping process. Kavita Poddar 73 . Field of study The research has been conducted among the HR Team..
magazines. Kavita Poddar 74 . Data Collection In this present study both primary and secondary data were used. Population The population for this survey includes the entire HR team of HCL BPO-Center 1.Bharath University Competency Mapping Samples are studied for the entire population who are involved in the competency mapping process. journals. time and money. web sources and company records. A structured questionnaire was prepared to collect relevant primary data from employees of the company and personal interview with HR Executives. • Secondary data:The secondary data were collected from the published sources such as books. Sampling Unit The sampling unit consists of HR team at HCL BPO-Center 1. Research design is needed because it facilitates the smooth railing of the various research operations thereby making research as effective as possible yielding maximal information with minimal expenditure of effort. • Primary data:Primary data is information obtained from original sources by the researcher.
the sample is selected because they are convenient to the researcher. A convenience sample is used when you simply stop anybody in the street who is prepared to stop. They can be used to compare the relative items. or when you wander round a business. Kavita Poddar 75 . since the percentages reduces every thing to a common base and there by allow meaningful comparisons to be made. As the name implies. Here only one factor is considered. a restaurant.Bharath University Competency Mapping Sample size and sampling method The sample size for the survey is 110 and the sampling method used is convenience sampling. It is used to make comparison between two or more series of data. Tools used (or) statistical techniques applied The methods followed for the analysis and interpretation of data are: Univariate Percentage Analysis Percentage refers to a special kind of ratio. a shop. The methodology adopted in this study was Convenience sampling. a theatre or whatever. Framework Analysis The collected data were analyzed by applying Simple Percentage method and pie chart and tables. asking people you meet whether they will answer your questions. the distribution of two or more series of data.
in which the relative sizes of the areas of the sectors correspond to the relative sizes or proportion of the quantities. Sometimes a stretched graphic is used instead of a solid bar. It is a type of chart divided into sections of a circle. the opening price. drawn from a single Y-axis value and used to illustrate the relationship of parts to the whole. A graphic representation of quantitative information by means of a circle divided into sectors. which is marked with a little horizontal line to the left of the bar. and the closing price. particularly useful for emphasizing one specific element. It is a type of chart which consists of four significant points: the high and the low prices. Definition of bar chart A bar chart is a chart with rectangular bars with lengths proportional to the values that they represent.Bharath University Competency Mapping NO OF RESPONDENTS PERCENTAGE = TOTAL RESPONDENTS x 100 Definition of pie chart A graphical representation of information in which each unit of data is represented as a pie-shaped piece of a circle. Kavita Poddar 76 . The bars can be horizontally or vertically oriented. which is marked with a little horizontal line of the right of the bar. which form the vertical bar. Bar charts are used for comparing two or more values.
Bharath University Competency Mapping Kavita Poddar 77 .
Bharath University Competency Mapping Tables and charts ( questionnaire) Kavita Poddar 78 .
Kavita Poddar 79 . learn to like what you find”.Bharath University Competency Mapping Data Analysis & Interpretation “Learn not only to find what you like.
1 59. Knowledge Enhanced S.Bharath University Competency Mapping ANALYSIS AND INTERPRETATIONS Table: 1. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 21 65 17 7 0 110 % of Respondents 19.4% of the employees are strongly disagree to the statement.1% of the employee has agreed that employees knowledge will be enhanced.1% of the respondents has strongly agreed to the statement. 19. 15.4 0 100% Source: Primary Data Interpretation: The above table indicates that 59.5% of the respondents are neither agree nor disagree and 6.5 6. Kavita Poddar 80 .1 15.
Kavita Poddar 81 . it is inferred that. majority respondents agrees that through competency mapping implementation employees knowledge will be enhanced.Bharath University Competency Mapping Fig 1 Knowledge Enhancement 6% 15% 0% 19% Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree 60% Inference: From the above interpretation.
4% of the employees are strongly disagree to the statement. 21.7% of the respondents are strongly agreed and 6.Bharath University Competency Mapping Table: 2.1 21.1% of the employee has agreed that employees skills will be sharpened.7 59. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 14 65 24 7 0 110 % of Respondents 12. Employees Skills S.8% of the respondents are neutral statement.4 0 100% Source: Primary Data Interpretation: The above table indicates that 59.8 6. Kavita Poddar 82 . 12.
Kavita Poddar 83 . it is inferred that.Bharath University Competency Mapping Fig 2 SKILL ENHANCED 59% 22% 28% 6% strongly agree agree neutral dis agree 13% Inference: From the above interpretation. majority respondents agrees that through competency mapping implementation employees skills will be sharpened more.
Bharath University Competency Mapping Table: 3.3 60.8% of the respondents are neutral statement.8 0 0 100% Source: Primary Data Interpretation: The above table indicates that 60. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 19 67 24 0 0 110 % Of Respondents 17. 21. Employees Attitude S.9 21.3% of the respondents are strongly agreed to the statement.9% of the employee has agreed that employees’ attitude will be developed. Kavita Poddar 84 . and 17.
8 60.9 strongly agree agree dis agree Inference: From the above interpretation. majority respondents agrees that through competency mapping implementation will develop employee’s attitude.9 21.8 17. Kavita Poddar 85 .Bharath University Competency Mapping Fig 3 EMPLOYEE ATTTITUDE 70 60 50 40 30 20 10 0 Series2 Series1 17. it is inferred that.3 60.3 21.
Table: 4. Career Development
S. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 9 50 51 0 0 110 % Of Respondents 8.2 45.5 46.4 0 0 100%
Source: Primary Data
The above table indicates that 46.4% of the employees are neutral that the employees will have career development, 45.5% of the respondents are agreed to the statement, and 8.2% of the respondents are strongly agreed to the statement.
Kavita Poddar 86
50 45 40 35 30 25 20 15 10 5 0 8.2 strongly agree agree disagree 45.5 46.4
From the above interpretation, it is inferred that, majority respondents agrees that through competency mapping implementation will pay way for the career development of employees.
Table: 5. Employees Performance
S. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 14 63 33 0 0 110 % Of Respondents 12.7 57.3 30 0 0 100%
Source: Primary Data
The above table indicates that 57.3% of the employees are agreed that the employees can develop their performance, 30% of the respondents are neutral to the statement, and 12.7 % of the respondents are strongly agreed to the statement.
Kavita Poddar 88
60 50 40 30 20 10 0 12.7 57.3
From the above interpretation, it is inferred that, majority respondents agrees that through competency mapping implementation will be a change in employees’ performance.
6 36. Fig 6 Kavita Poddar 90 .8 % of the respondents are strongly agreed to the statement.Bharath University Competency Mapping Table: 6. 33.2 0 100% Source: Primary Data Interpretation: The above table indicates that 36.4 8. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 24 37 40 9 0 110 % Of Respondents 21. Employees/Team S.6% of the respondents are agreed to the statement and 21.4% of the employees are neutral that the employees can cooperate with in team.8 33.
8 33. it is inferred that.4 8. Kavita Poddar 91 .6 36.2 Inference: From the above interpretation. majority respondents are neutral that through competency mapping implementation will be a competitive advantage within the team of employees.Bharath University Competency Mapping TEAM 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% strongly agree agree neutal disagree 21.
1% of the employee has agreed that the employees can meet the targets.5% of the respondents are disagree to the statement.8% of the respondents are neutral and 4. Fig 7 Kavita Poddar 92 .1 11. Meeting Target S.5 69.5 0 100% Source: Primary Data Interpretation: The above table indicates that 69. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 5 76 13 16 0 110 % Of Respondents 4.Bharath University Competency Mapping Table: 7.8 14.5% of the employees are strongly agree to the statement. 14. 11.
Kavita Poddar 93 .Bharath University Competency Mapping MEETING TARGETS 15% 12% 5% strongly agree agree neutral disagree 68% Inference: From the above interpretation. majority respondents agrees that through competency mapping implementation helps in meeting targets of the employees. it is inferred that.
1% of the respondents are strongly agreed and 6.4 0 100% Source: Primary Data Interpretation: The above table indicates that 49.1 25. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 21 54 28 7 0 110 % Of Respondents 19.5 6. 19.Bharath University Competency Mapping Table: 8. 25. Tacit Knowledge S.4% of the employees are strongly disagree to the statement.5% of the respondents are neutral to the statement.1% of the employee has agreed that it can improve the tacit knowledge of the employee according to the company needs.1 49. Kavita Poddar 94 .
majority respondents agrees that through competency mapping implementation can improve tacit knowledge of employees to meet the needs of the company.Bharath University Competency Mapping Fig 8 tacit knowledge 6% 19% 25% strongly agree agree neutral dis agree 50% Inference: From the above interpretation. Kavita Poddar 95 . it is inferred that.
9% of the respondents are neutral to the statement.9 6.5 30. 30.2 54. 8.4 0 100% Source: Primary Data Interpretation: The above table indicates that 54. and 6. Personality S.4% of the employees are strongly Fig 9 Kavita Poddar 96 .5% of the employee has agreed that it can mould the personality of the employee. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 9 60 34 7 0 110 % Of Respondents 8.Bharath University Competency Mapping Table: 9.2% of the respondents are strongly agreed disagree to the statement.
9 30 20 10 0 strongly agree agree neutral dis agree 8. majority respondents agrees that through competency mapping implementation helps in molding personality of employees. it is inferred that. Kavita Poddar 97 .4 Inference: From the above interpretation.Bharath University Competency Mapping PERSONALITY 60 50 40 30.5 6.2 54.
Consistency S. respondents are neutral to the and 4.5% of the employees are Kavita Poddar 98 . 10.4 28.9% of the respondents are disagreed strongly agreed to the statement.4% of the employee has agreed that employees will be consistent to the area of working.5 56. 28.2 10.2% of the statement.Bharath University Competency Mapping Table: 10.9 0 100 Source: Primary Data Interpretation: The above table indicates that 56. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 5 62 31 12 0 110 % Of Respondents 4.
Bharath University Competency Mapping Fig 10 CONSISTENCY dis agree 10.. it is inferred that. Kavita Poddar 99 .4 strongly agree 0 4. majority respondents agrees that through competency mapping implementation employees will be consistent to the area they work.9 neutral 28.5 10 20 30 40 50 60 Inference: From the above interpretation.2 agree 56.
9% of the respondents are neutral to the statement.8% of the respondents are strongly agreed to the statement.Bharath University Competency Mapping Table: 11.9 0 0 100% Source: Primary Data Interpretation: The above table indicates that 57. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 13 63 34 0 0 110 % Of Respondents 11.3% of the employee has agreed that it will be helpful in selecting the potential candidates. 30. Kavita Poddar 100 .8 57. and 11. Recruitment Process S.3 30.
Bharath University Competency Mapping Fig 11 RECRUITMENT PROCESS 60 50 40 30 20 10 0 11.3 30.9 S1 Inference: From the above interpretation. Kavita Poddar 101 . it is inferred that. majority respondents are neutral that through competency mapping implementation will be helpful in selecting the competitive candidates in recruitment process.8 strongly agree neutral agree 57.
and 20% of the respondents are agreed to the statement. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 61 22 27 0 0 110 % Of Respondents 55. Performance Appraisal S.5 0 0 100 Source: Primary Data Interpretation: The above table indicates that 55.5% of the respondents are neutral to the statement. Fig 12 Kavita Poddar 102 . 24.Bharath University Competency Mapping Table: 12.5 20 24.5% of the employee has strongly agreed that it will be tool for performance appraisal.
Bharath University Competency Mapping PERFORMANCE AAPPRAISAL 60 50 40 30 20 10 0 strongly agree 55.5 20 24. Kavita Poddar 103 . it is inferred that.5 S1 agree dis agree Inference: From the above interpretation. majority respondents strongly agrees that through competency mapping implementation will be a tool for performance appraisal.
41. 10% of the respondents are agreed to the statement..Bharath University Competency Mapping Table: 13.2% of the employee has agreed it can increase employees amount of initiative and self-reliance towards work.8% of the respondents are neutral to the statements.2 41. Initiative and self-reliance S. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 11 53 46 0 0 110 % Of Respondents 10 48.8 0 0 100% Source: Primary Data Interpretation: The above table indicates that 48. Kavita Poddar 104 .
INITIATIVE AND SELF RELIANCE
50 40 30 20 10 0 10 strongly agree agree neutral 48.2 41.8
From the above interpretation, it is inferred that, majority respondents agrees that through competency mapping implementation can increase employees amount of initiative self reliance towards work.
Table: 14. Logical and Analytical data
S. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 0 88 22 0 0 110 % Of Respondents 0 80 20 0 0 100%
Source: Primary Data
The above table indicates that 80% of the employee has agreed it can increase employees logical and analytical ability, 20% of the respondents have given neutral to the statement.
LOGICAL AND ANALYTICAL ABILITY
From the above interpretation, it is inferred that, majority respondents agrees that through competency mapping implementation will help employees logical and analytical ability, what they learned can be applied in their job.
7 65. Current Demands S.8% of the respondents have given neutral to the statement.Bharath University Competency Mapping Table: 15. 21.8 0 0 100% Source: Primary Data Interpretation: The above table indicates that 65.5% of the employee has agreed that it will help to meet the current demands of the industry. Kavita Poddar 108 . No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree No of respondents 14 72 24 0 0 110 % Of Respondents 12.5 21. and 12.7% of the respondents are strongly agreed to the statement.
7 0 20 40 60 80 Inference: From the above interpretation.5 strongly agree 12. Kavita Poddar 109 .8 agree 65. majority respondents agrees that through competency mapping implementation will help in meeting the current demands of the industry.Bharath University Competency Mapping Fig 15 CURRENT DEMANDS neutral 21. it is inferred that.
and 16 % of the respondents are strongly agreed to the statement. Consolidated Response S.866666667 4. No 1 2 3 4 5 Total Parameters Strongly Agree Agree Neither agree nor disagree Disagree Strongly disagree Average of respondents 16 59.8666 % of the respondents have given neutral to the statement. Kavita Poddar 110 .8% of the employee has agreed that we can implement the competency mapping of HCL BPO. 29.8 29.333333333 0 110 Source: Primary Data Interpretation: The above table indicates that 59.Bharath University Competency Mapping Table: 16.
80 Strongly Agree Neither Agree nor Disagree Strongly Disagree Agree DisAgree Inference: From the above interpretation. Kavita Poddar 111 . majority respondents agrees that competency mapping can be implemented.33 29.87 59.Bharath University Competency Mapping Fig 16 COMPETENCY MAPPING 70 60 50 40 30 20 10 0 Strongly Agree Agree Neither agree nor disagree Disagree 16.00 4. it is inferred that.
Bharath University Competency Mapping Kavita Poddar 112 .
Suggestion. Conclusion. Kavita Poddar 113 .Bharath University Competency Mapping Findings.
Bharath University Competency Mapping Findings “Creativity is finding out problems from solutions” Kavita Poddar 114 .
69. 36. 57.15 % of the respondent agrees that employee’s skill will be sharpened more.1% of the respondent agrees it can improve tacit knowledge of employees to meet the needs of company.9 % of the respondent agrees that it will help to improve employee attitude.4 of the respondent agree it paves way for the career development of employees.Bharath University Competency Mapping FINDINGS 60% of the respondent agrees that knowledge of the employees would be enhanced.1% of the respondent agrees will help to meet the target of the employees. 59. Kavita Poddar 115 .4% of the respondent neutral that it will increase Competitive advantage among the employees/Team.5% of the respondent agrees it helps in molding over all personality of employees. 60.3% of the respondent agrees it brings constructive changes in employee’s performance. 54. 49. 46.
48. To summarize 59.2% of the respondent agrees that it can increase employee’s amount of initiative and self-reliance towards work. 57.3% of the respondent agrees that it will be help full in selecting the competitive candidates in recruitment process. 55..8 % of the respondents agree that we can implement competency mapping in HCL BPO. 80 % of the respondent agree that it can improve the employees logical and analytical ability what they learned can be applied in their job.5 % of the respondents agree that it will help in meeting the current demands of the industry.5% of the respondent strongly agrees that it will a tool for performance appraisal. 65.Bharath University Competency Mapping 56. Kavita Poddar 116 .4% of the respondent agrees employees will be consistent to the area of working.
Bharath University Competency Mapping Conclusion “Success is going from failure to failure without a loss of enthusiasm”. Kavita Poddar 117 .
recruitment based on competencies. Kavita Poddar 118 . the company may hire. Competency mapping can implemented since Competence management will have various aspects under it like competence profiling and finding what the company is good at.Bharath University Competency Mapping CONCLUSIONS The broad concept might say to be based on the frequently quoted adage: “People get hired for what they know but fired for how they behave!” This research describes to. By implementing the suggestions of this study. competence building that is building new competence to match the market demands. develop and retain the right talent in the company. check the feasibility of implementing competency mapping.
it is a thing to be achieved”. Kavita Poddar 119 .Bharath University Competency Mapping SUGGESTIONS “Destiny is not a matter of chance. it is a matter of choice. It is not a thing to be waited for.
skill. attitude tool for retention. the employees would be highly satisfied with the mechanism of performance appraisal. awareness programs or workshops to create awareness among employees.e. Competency as a tool for retention: The competency mapping may also be used as a retention tool. most of the employees were not aware of competency mapping. Creating awareness about competency mapping: Since. the company can consider conducting seminars. Competency mapping for recruitment: Competency mapping may also be used as a tool for internal recruitment or promotion in the company.Bharath University Competency Mapping SUGGESTIONS Competency mapping as a tool for performance appraisal: The competency can be considered to measure and enhance the performance of the employees. based on knowledge. Therefore competency mapping may be used as Kavita Poddar 120 . If the performances of the employees were appraisal without any bias i.
Bharath University Competency Mapping APPENDIX Kavita Poddar 121 .
Your survey responses will be strictly confidential and data from the survey will be reported only in the aggregate. Personal information 1. Designation: 8. NO ___________ DATE ___________ Dear Respondent This questionnaire is part of an academic study being carried out in partial fulfillment of an MBA degree in the Bharath University.Bharath University Competency Mapping A study on implementation of competency mapping in HCL BPO Q S. Your views. Process name: Kavita Poddar 122 . E-mail: 6. Marital status: Single Married 4. Please take few minutes to complete this survey. Name 2. Gender: M F 5. Your information will be coded and will remain confidential. in combination with those of others. Please do not leave any question unanswered. Thank you very much for your time and support. Contact number: 7. Qualification: 3. are extremely important.
Bharath University Competency Mapping QUESTIONNAIRE If the competency mapping is implemented? 1. Employee’s knowledge will be enhanced. Kavita Poddar 123 . It pays way for the career development of employees. It can develop employees’ attitude. a) STRONGLY AGREE b) AGREE c) NEUTRAL d) DISAGREE e) STRONGLY DISAREE 3. Employee’s skills will be sharpened more. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 4. Will be a change in employees’ performance. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 5. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 2.
Bharath University Competency Mapping a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 6. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 9. It helps in meeting target of the employees. It can improve tacit knowledge of employees to meet the needs of company. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 7. It helps in molding personality of employees. Competitive advantage with in the team of the employees. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 8. a) b) STRONGLY AGREE AGREE Kavita Poddar 124 .
Will it be a tool for performance appraisal? a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 13. It can increase employee’s amount of initiative and self reliance towards work. Will it be helpful in selecting the competitive candidates in recruitment process? a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 12. a) b) c) STRONGLY AGREE AGREE NEUTRAL Kavita Poddar 125 . Will employees will be consistent to the area they work. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 11.Bharath University c) d) e) NEUTRAL DISAGREE STRONGLY DISAREE Competency Mapping 10.
Employees logical and analytical ability what they learned can be applied in their job.Bharath University d) e) DISAGREE STRONGLY DISAREE Competency Mapping 14.------------THANK YOU----------------- Kavita Poddar 126 . a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE 15. It will help in meeting the current demands of the industry. a) b) c) d) e) STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAREE COMMENT’S ______________________________________________________________________ ______________________________________________________________________ -.
Effective Competency Modeling and Reporting by Ken Cooper. Developing a Global Management cadre. Norton. Practices and Skills fourth edition by Dubrin. Business Today. Prentice hall of India. Competency-Based Recruitment and Selection by Robert Wood and Tim Payne. A Three Component Conceptualization of organizational Commitment. HRM Review pg 61-89. South Western College Pueblishing. How Commitment Affects Team Performance.Bharath University Competency Mapping BIBLIOGRAPHY BOOKS The Art and Science of Competency Models: pinpointing critical success factor in Organization by Anntoinette.Lucia. K Mallikarjunan. Leadership research Findings. The Fulcrum of BPO. Managing Human Resources. The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment by Robert S. Best of HRM Practices. Employee Engagement New Perspectives. MAGAZINES AND JOURNALS HRM Review: ICFAI University Press. 2005 pg 62-69. HRM A managerial tool for Competitive Advantage. Kaplan and David P. Knowledge Mapping and Management by Don White. K Mallikarjunan. Richard Lepsinger. Process Mapping: How to Reengineer Your Business Processes by V. HR Magazine 42(2) pg 107-112. Daniel Hunt. Knowledge Mapping: The Essentials for Success by Wesley Vestal. nov 20. Kavita Poddar 127 .D.
maricopa.com www.com www.com Kavita Poddar 128 .edu www.org www.coolavnus.citihr.Bharath University Competency Mapping WEBSITES www.com www.bulliviant.edu www.utsystem.workforce.hclbpo.genpact.com www.com www.exploreHR.com/practice www.apple.com www.google.