Competency Mapping , Assessment &

Management

 HK-------Himanshu Kapil
 Competency Mapping
 Research indicates that
 Source of 50% of job performance problems is that people are in
the wrong job.
 25% of on-the-job performance problems is the inability to
identify the ‘gaps’ between the competencies of the person and
the requirements of the job.
 CONCEPT OF ROLE
 Expectations of significant others and self
 Linking concept
 Individual
 Team
 organization
 Different from position

Himanshu Kapil- Global InnovSource

 CONCEPT OF COMPETENCY

 Skill:
 Ability accomplish
 Talent:
 Inherent ability
 Competency:
 Underline characteristics that give rise to skill accomplishment
 Knowledge, skill and attitude

Himanshu Kapil- Global InnovSource

 DEFINITION

 First popularized by Boyatzis (1982) with Research result on

clusters of competencies:

 “A capacity that exists in a person that leads to behaviour

that meets the job demands within parameters of
organizational environment, and that, in turn brings about
desired results”

Himanshu Kapil- Global InnovSource

 COMPETENCY Vs. COMPETENCE
 Competency: A person- related concept that refers to the
dimensions of behavior lying behind competent performer.
 Competence: A work- related concept that refers to areas of
work at which the person is competent
 Competencies: Often referred as the combination of the above
two.
 TYPES OF COMPETENCIES
 Generic or specific:
 Threshold or performance:
 Basic competencies required to do the job, which do not
differentiate between high and low performers
 Performance competencies are those that differentiate between
high and low performers

 Differentiating Competencies:
 Behavioral characteristics that high performers display

Himanshu Kapil- Global InnovSource

 COMPETENCIES APPLICATIONS
 Competency frameworks: Define the competency requirements
that cover all the key jobs in an organization. This consists of
generic competencies.

 Competency maps: Describe the different aspects of

competent behaviour in an occupation against competency
dimensions such as strategic capability, resource management
and quality.

 Competency profiles: A set of competencies that are require

to perform a specified role.

Himanshu Kapil- Global InnovSource

MACRO COMPETENCY MANAGEMENT
STRATEGIC FRAMEWORK COMPETENCY FRAMEWORK COMPETENCY MODELING
FRAMEWORK

Organizational Strategy Core Competencies Stakeholder Interest

Vision, Mission, Values, Strategic,

(Organizational wide) Market Positioning
Intent, Corporate Governance,
Corporate Social Responsibility & Ethics

Business Strategy Business Competencies Achieving Business Targets

Business Plan & Goals, Culture (SBU specific)
Employee Satisfaction
People, Technology

Teamwork Strategy Team Competencies Profit Center Orientations

Leadership, Communication
(Project driven)
Team Development & Synergy
Conflict Management, Interpersonal
Skills, Project Orientation, Self
Managed Teams (SMT)

Role Strategy Role Competencies Performance Accomplishment

Ability, Autonomy, Multiskilling,
(Role wise)
Task identity, Performance Individual Development
Evaluation & rewards and
performance
PROGRAM DESIGN AND IMPLEMENTATION

COMPETENCY IDENTIFICATION

3. Identification process (4 COMPETENCY MAPPING

COMPETENCY FRAMEWORK
steps) 2. Strategy-Structure
2. Core competencies
4. Consolidation of checklist Congruence
(Organization wide
5. Rank Order and finalization 3. Structure Role
3. Business competencies
Congruence
(SBU specific) 6. Validation and Benchmark
4. Vertical &
4. Team Competencies
horizontal Role
(project driven)
linkages
5. Role competencies (Role COMPETENCY ASSESSMENT
5. Positioning to bring
wise) 2. Psycho-metric tool in competitive
3. 360 Degree approach advantage

COMPETENCY DEVELOPMENT
INTEGRATION OF HR
2. Maturity framework & FUNCTION
matrix
2. PMS 5. R&S
3. Areas of improvement
3. CP & CD 6. RS
4. Action Plan
4. SP & SD
5. T&D
 ROLE COMPETENCIES
 A set of competencies required to perform a given role
 Each competency has a skill set

Himanshu Kapil- Global InnovSource

 IDENTIFICATION OF ROLE
COMPETENCIES
 Structure and list of roles
 Definition of roles
 Job description
 Competency requirement

Himanshu Kapil- Global InnovSource

 STRUCTURE AND LIST OF ROLES:
STEPS
 Organizational structure study and examination
 List all the roles in the structure
 Identify redundant and overlapping roles
 Final list of roles

Himanshu Kapil- Global InnovSource

 DEFINITION OF ROLE: STEPS

 Identify KPAs of the role

 Link the KPAs with Dept. and Organizational goals
 State the content of the above in one or two sentences
 Position the role in perspective with that of others

Himanshu Kapil- Global InnovSource

 JOB DESCRIPTION: STEPS

 List down all the activities/tasks

 small and big
 Routine and Creative
 Categorize activities under major heads

Himanshu Kapil- Global InnovSource

 COMPETECNY IDENTIFICATION:
STEPS
 Identify against each activity the following:
 Role holder interview and listing
 Day in the Life of Study
 Internal/External customer interview and listing
 Star performer interview and listing
 Role holder critical incident analysis
 Management Climate Study
 Benchmarking
 Consolidate the above and make a checklist of competencies
 Rank- order and finalize on 5/6 competencies critical to the
role

Himanshu Kapil- Global InnovSource

 COMPETENCY IDENTIFICATION TOOLS
 Behaviour & Skills
 Benchmark Job Requirements
 Café Coffee Day Requirements for a Unit Manager , Area Manager against a Key
Competitor : Pizza Hut
 Key skill requirements of other service organizations like ICICI Bank
 Outcomes : Organizational, Team & Individual Requirements

 Performance
 Benchmark Performance Measures
 Café Coffee Day Requirements for a Unit Manager , Area Manager against a Key
Competitor : Pizza Hut
 Outcomes : Organizational, Team & Individual Requirements

 Benchmarking Customer Expectations

 Quantitative Questionnaire comparing Café Coffee Day , Barista & Pizza Hut in
Mumbai market with a valid sample size
 Outcomes : Organizational, Team & Individual Requirements & Gaps
Example : Benchmarking Job
Requirements
 Example : Benchmarking Customer
Expectations
RELATIVE DISTANCE FROM AVG
IMP. AVG ICICI BANK HDFC Citibank
PERF BANK
HIGH IMPORTANCE - LOW
PERFORMANCE
Phone Banking -PBO Competence 5.25 51 -12 11 1
Phone Banking - Call transfer and hold
5.20 21 -26 15 11
experience
Servicing - Time of receiving the
5.18 60 -14 2 11
statement
Phone Banking -PBO Impression 5.15 63 -8 9 -1
Phone Banking- Time taken to connect to
5.13 23 -22 11 11
PBO
Servicing - Product related features 5.10 48 -6 -4 11
Servicing – Special Request 5.08 35 -15 9 6
HIGH IMPORTANCE - HIGH
PERFORMANCE
Servicing-Accuracy and Ease of
5.26 71 -10 2 8
understanding the statement
Internet Banking – Access & Browsing 5.07 69 7 7 -14
 COMPETENCY IDENTIFICATION TOOLS

 Attitude – Management Climate & Attitudinal Study

 Set of Questions measuring 8 characteristics of Attitudinal
Capability
 Measures & identifies gaps
 Management Style
 System Orientation
 Organisation Culture/Decision Making
 Quality
 Customer Service
 Change
 Communication
 Accountability
 Also looks at perceived performance & opportunities for
improvement
 Benchmarking against other capable organizations
 Outcomes : Organizational, Team & Individual Gaps

 Himanshu Kapil- Global InnovSource

Example of Individual Attitudinal
Capability
100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
Management System Org Structure / Quality Customer Change Communication Accountability
Style Orientation Decision Making Service

System orientation, customer service, accountability are areas

of concern
Example of Organizational Attitudinal
Capability
100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
Management System Org Structure / Quality Customer Change Communication Accountability
Style Orientation Decision Making Service

Change orientation & management style more worrisome

 COMPETENCY IDENTIFICATION TOOLS

 Behaviour & Skills- Day in the Life of Outlet Manager

 Snapshot of Productivity & Effectiveness of Key Managers
 4 -8 Hours observation of critical skills, behaviour & attitude to
succeed
 Measurement of AS-IS, DESIRED & SHOULD-BE
 Outcomes : Organizational, Team & Individual Gaps

 Behaviour & Skills- Top Performer Survey

 20 top performers of Café Coffee Day and let them calibrate and
rank the necessary competencies for superior performance
 Outcomes : Organizational, Team & Individual Requirements

 Values : Top management interviews

 Outcomes : Key Values to Uphold
Example of Day in the Life of Study

 A full day in the life of a

How the salesman actually spent the day
salesman studied & time spent
on
7% 1% 23% 7% 23% 39%
 Active selling
 Passive Selling
Active Selling Delivery / Order Taking Administration  Administration
Travelling How the salesman thought
Passive Selling he spent Available
the day  Delivery Order Taking
 Traveling
55% 10% 10% 15% 10%
 Available/Free
 Comparison of
 Reality
Active Selling
Travelling
Delivery
How the salesman / Order
would likeTaking
to spend Administration
Passive Selling
the day
Available
 Perception
 Ideal
 Diagnosis of sales man’s
productivity & alignment to
50% 10% 15% 15% 10%

business needs
Active Selling Delivery / Order Taking
Administration Travelling
Passive Selling Available
 Example of Day in the life of Study

15%

67% 69% 68%

100%

PREPARATION BUILDING THE IDENTIFYING THE NEEDS CLOSING THE DEAL ADMINISTRATION
RELATIONSHIP AND OBJECTIONS

Complied Not Complied

 Pre-meeting, Meeting & Post-meeting issues analyzed on

 Preparation, Building relationship, Identifying needs & objections, closing &
administration
 Diagnosis of sales man’s selling effectiveness & alignment to business needs
 COMPETENCY ASESSMENT
 Following methods are used:
 Assessment/Development Centre
 360 Degree feedback
 Role plays
 Case study
 Structured Experiences
 Simulations
 Business Games

Himanshu Kapil- Global InnovSource

 COMPETENCY ASESSMENT
 Following methods are used:
 360 Degree feedback
 Role plays
 Benchmarking & Case study
 Management Climate Study
 Structured Experiences/Simulations/Business Games
 Top Performer Survey

Himanshu Kapil- Global InnovSource

 COMPTENCY DEVELOPMENT

Identified Assessment result Areas of

Role competencies improvement Action plan

Himanshu Kapil- Global InnovSource

 COMPETENCY MAPPING

 Strategy structure congruence

 Structure Role congruence
 Each role to be unique
 Non-Repetitive
 Value adding
 Vertical and horizontal role congruence
 Ensure non repetitive tasks in two different roles
 Ensure core competencies for each task
 Link all the above and position to bring in competitive
advantage

Himanshu Kapil- Global InnovSource

 DELIVERABLES
 Role Directory
 Competency profiles
 Competency Map
 Competency based HR systems
 Recommendations: Rationalization of structure and manpower
 Institutionalization of interventions
 Organization Diagnosis Report
 INTEGRATION OF HR SYSTEMS
(Competency based HR practices)

Performance
Management
Reward System
System

Career Plan &

Career
Development
Competency
requirement
Competency
availability
Competency
acquisition/
Recruitment & Development
Selections

Succession
plans &
Training Succession
/development Development
Plans &
Programmes
 CONCLUSION

 Inadequate Role Competencies -Two options:

 Develop the competencies within a timeframe
 Quit the Role
 No option other than to perform
 HRD function to ensure competencies in each role

 “In this competent world everyone is looking for competent

Employees to hire or to bring existing people to the level in
defined timeframe”

 Assigning task to competent people with no biasness is tuff,

but this is what a business call

Himanshu Kapil- Global InnovSource