Competency Dictionary

1 Competency: Team Work

S.N Behavioural Indicators (BI) Area of Strength Sufficient for Job Needs Improvement
o.

1 Team members cooperate with one another towards Common Objective

The employee always respects the priorities of his The employee mostly respects the priorities The employee rarely respects the
1.1 Work to meet the agreed time-lines customers and takes prompt action to exceed of his customers and takes action to exceed priorities of his customers and takes bare
those priorities. those priorities. minimum action to meet those priorities.

The employee mostly works in a silo

The employee always aligns his actions with fellow
team-members to produce an actual outcome
1.2 Work together for synergy
(greater than expected outcome) towards
achievement of Common Objective.
The employee mostly aligns his actions with
fellow team-members, as a result of which without aligning his actions with that of
any other team-member, as a result of
the actual outcome usually matches which the actual outcome may fall far
expected outcome.
short of expected outcome.

2 Team members are clear about their respective roles

Individually Contribute on basis of
2.1
complementary knowledge and skills
The employee always exceeds the level of
contribution expected out of his/her defined role
and takes initiative on his own.
The employee meets the level of
contribution expected out of his/her defined
role and takes initiative on his own.
The employee has to be directed to
contribute according to his/her defined
role and rarely takes initiative on his/her
own.

3 Team members communicate with one another

The employee speaks more than what is

3.1 Listen to one another The employee is very approachable under all The employee is approachable under most required and rarely pays attention to what
circumstances. circumstances.
others have to say.

The employee immediately acknowledges what The employee acknowledges what The employee does not acknowledge
3.2 Give feedback on time customers have to say and always keeps them customers have to say and always keeps what his/her customers have to say and
updated with the status accordingly. them updated with the status accordingly. rarely gives any kind of update to them.

Team members work together for continuous The employee always takes action towards The employee mostly takes action towards The employee rarely takes action towards
4 improving quality, reducing cost, enhancing improving quality, reducing cost, enhancing improving quality, reducing cost,
improvements efficiency etc. in his/her work. efficiency etc. in his/her work. enhancing efficiency etc. in his/her work.

The employee rarely recognizes the

Team members encourage and appreciate The employee always recognizes the contribution The employee mostly recognizes the contribution of his fellow team members
5 of his/her fellow team members and gives the contribution of his/her fellow team
one another credit due to them. members and gives the credit due to them. and takes most of the credit
himself/herself.

Team members respect one other's
6
viewpoints and emotions
7 Team members are transparent with one
another
Team members have the ability to resolve
8 issue at hand and subsequently persuade
conflict among themselves
9 Team members stand together in a crisis
2 Competency: Customer Focus (External and Internal)
Behavioural Indicators
1 The Employee understands Customer Needs
1.1 Actively Listens to Customer
Understands Customer's emotions and body
1.2
language
2 The Employee provides Solutions to Customers
2.1 Strives to meet agreed time lines
Seeks to create continuous improvement in
2.2 terms of quality and cost
2.3 Gives Prompt Feedback
The employee open-mindedly accepts others'
viewpoints and understands their feelings,
thereby creating a cordial working atmosphere
within the team.
The employee always shares all relevant
information on time with his/her fellow team-
members.
The employee has an excellent ability to take a
neutral and unbiased view of the issue at hand
and subsequently persuade the conflicting parties the conflicting parties to come to a mutually
to come to a mutually acceptable solution.
The employee actively engages himself/herself to
support the team in every possible manner in
order to successfully overcome any difficult
situation.
Area of Strength (5,4)
Always seeks to understand the requirement of
the Customer on a pro-active basis.
Always puts himself in customer's shoes in order
to fully understand expressed and unexpressed
needs.
Always seeks to exceed customer's expectations
on standards of timely delivery.
Always takes action in order to improve quality,
reduce cost, enhance efficiency etc. towards
exceeding customer's expectations.
Immediately acknowledges what customers have
to say and always keeps them updated with the
status accordingly.
The employee usually accepts others' The employee hardly accepts others'
viewpoints and understands their feelings, viewpoints and mostly ignores their
thereby creating a cordial working emotions while working with team
atmosphere within the team. members.
The employee shares relevant information,
as needed, with his/her fellow team- The employee mostly hoards the useful
information to himself/herself.
members.
The employee has the satisfactory ability to
The employee mostly remains aloof from
take a neutral and unbiased view of the the conflicts within the team and thereby
indirectly allows the pending conflicts to
continue unnecessarily.
acceptable solution.
The employee usually engages The employee rarely engages
himself/herself to support the team in order himself/herself to support the team and
to successfully overcome any difficult hardly contributes towards successful
situation. overcoming any difficult situation.
Sufficient for Job (3) Needs Improvement (2,1)
Mostly seeks to understand the requirement
Rarely seeks to understand the
of the Customer on the basis of the requirement of the Customer.
specifications put forward.
Hardly ever tries to see things from
Mostly puts himself in customer's shoes in customer's perspective and has only a
order to understand expressed and
unexpressed needs. superficial understanding of customer's
needs.
Mostly seeks to meet customer's Rarely meets customer's expectations on
expectations on standards of timely delivery. standards of timely delivery.
Mostly takes action in order to improve Rarely takes action towards meeting the
quality, reduce cost, enhance efficiency etc. customer's needs.
The employee acknowledges what The employee does not acknowledge
customers have to say and always keeps what his/her customers have to say and
them updated with the status accordingly. rarely gives any kind of update to them.
 3 The Employee builds Relationship with Customer

Mostly seeks and maintains a balance Rarely maintains a balance between

Always seeks and maintains a balance between
3.1 Aims at creating Win-Win situation customer's needs and Organizational objectives between customer's needs and customer's needs and Organizational
Organizational objectives through assertive objectives leading to 'win-lose' situation
through assertive communication with Customer. communication with Customer. for the two parties involved.

Always shares the relevant information, necessary Mostly shares the relevant information, Rarely shares the relevant information,
3.2 Is transparent with Customer for the Customer, on his own. necessary for the Customer, when asked for. necessary for the Customer.

Always seeks to maintain a good rapport with Mostly seeks to maintain a good rapport Has to be reminded to maintain the
3.3 Maintains cordial relationship with Customer Customer, over and above usual business with Customer in alignment with business minimum level of interction with
requirement. requirement. Customers.

3 Competency: Self Development

Behavioural Indicators Area of Strength Sufficient for Job Needs Improvement

1 The Employee understands himself

The employee is very clear in his mind as to what The employee is clear in his mind as to what
1.1 Knows his Vision and the mile-stones to reach his ultimate destination in life is as well as the his ultimate destination in life is but he may The employee is hardly concerned as to
it what his ultimate destination in life is.
path to reach it. be unsure about the path to reach it.

The employee is fully conscious about his own The employee is partially conscious about The employee is hardly concious about his
1.2 Is Self-aware areas of strengths, improvements, opportunities his own areas of strengths, improvements, own areas of strengths, improvements,
and threats. opportunities and threats. opportunities and threats.

The employee is partially aware of the The employee is unaware of the factors
1.3 Knows what motivates himself The employee is fully aware of the factors that factors that inspire him to excel in his that inspire him to excel in his chosen
inspire him to excel in his chosen area.
chosen area. area.

2 The Employee seeks feedback to plan for self-improvement

While the employee is open to receiving

Accepts feedback and makes effort to change
2.1
himself as per feedback
The employee is always open to receiving
feedback from others and making conscious
efforts towards subsequent self improvement.
feedback from others but he may be
indifferent towards making necessary
changes for self improvement.
The employee is hardly open to receiving
feedback from others and is unwilling to
make efforts towards self improvement.

The employee pro-actively initiates preparation of

Prepares his 'Individual Development Plan' a structured and realistic plan for acquiring The employee prepares his development The employee is unwilling to prepare a
2.2 (IDP) knowledge and new skills towards his plan under external advice. development plan for his own.
development.

3 The Employee acts as per improvement action plan


3.1 Executes his 'Individual Development Plan' to plan in time-bound and systematic manner, with The employee implements his development The employee is unwilling to prepare a
leverages his areas of strengths
4 Learns from mistakes
4.1 Invests time on improving himself
5 Seeks continuous improvement
Accepts new responsibility to stretch
5.1
himself/herself
4 Competency: Execution Excellence (Planning & Organizing)
Behavioural Indicators
The Employee:
1 Planning & Organizing
1.1 Prepares To-do list on daily basis
1.2 Helps in formulation of Systems
1.3 Has a data-based approach
1.4 Has the abilty to manage conflicts
1.5 Has ability to convince others
The employee pro-actively implements his action-
plan under external guidance. development plan for his own.
reviews at defined frequency.
On a priority-basis, the employee takes out time The employee usually takes out time from
regularly from his work-schedule in acquiring his work-schedule in acquiring useful The employee hardly gives sufficient
priority to take out time from his work-
useful knowledge and skills towards his knowledge and skills towards his schedule for his development.
development. development.
The employee, on his own, finds out opportunities The employee, on being advised, accepts The employee hardly ever seeks to step
for value-addition and takes initiative to expand
new responsibilities. out of his area of comfort.
his scope of work.
Area of Strength Sufficient for Job Needs Improvement
The employee always prepares the list of tasks to The employee prepares the list of tasks to
be completed and assigns target dates and be completed and assigns target dates and The employee hardly ever prepares the
list of tasks to be completed.
priorities against each. priorities against each.
The employee puts in place the necessary
structure that enables the execution process to be The employee uniformly follows the laid- The employee hardly makes any effort to
down system to enable the change process
carried forward in the light of Organizational to be carried forward. put the necessary structure in place.
Goals.
The employee mostly collects the necessary
The employee always collects the necessary data The employee rarely collects the
data and processes the same to get accurate
and processes the same to get accurate results. results. necessary data.
The employee has the satisfactory ability to
The employee has an excellent ability to take a take a neutral and unbiased view of the The employee mostly remains aloof from
neutral and unbiased view of the issue at hand the conflicts within the team and thereby
issue at hand and subsequently persuade
and subsequently persuade the conflicting parties the conflicting parties to come to a mutually indirectly allows the pending conflicts to
to come to a mutually acceptable solution. continue unnecessarily.
acceptable solution.
The employee has the ability as well as the
willingness to communicate his ideas in a rational The employee has the ability to The employee is ineffective in persuading
and effective way so that others get persuaded communicate his ideas in a rational way. others with his ideas.
within a short while.
 2 Implementing
The employee always respects the priorities of his The employee mostly respects the priorities The employee rarely respects the
2.1 Adheres to agreed time-lines customers and takes prompt action to exceed
those priorities
2.2 Adheres to systems The employee always follows the laid-down
systems
In the face of obstacle, the employee always
Has ability to overcome obstacles to
2.3 remains patient and persists with his ideas till he
achievement of results succeeds.
The employee aims to always finish the tasks at
2.4 Perseveres to get results hand and does not ever give-up in spite of
difficulties until he meets his objective.
The employee takes lead when faced with urgent
2.5 Takes initiative Organizational priorities.
The employee always aligns his actions with fellow
team-members to produce an actual outcome
2.6 Is a team player
(greater than expected outcome) towards
achievement of Common Objective.
Always takes action in order to improve quality,
2.7 Seeks to create continuous improvement reduce cost, enhance efficiency etc. towards
exceeding customer's expectations.
3 Reviewing
The employee, on his own, checks his progress at
3.1 Regularly reviews progress defined intervals and takes corrective and
preventive actions accordingly.
The employee immediately acknowledges what
3.2 Gives timely feedback customers have to say and always keeps them
updated with the status accordingly.
5 Competency: Initiative & Drive - Innovation & Change
of his customers and takes action to exceed priorities of his customers and takes bare
those priorities minimum action to meet those priorities
The employee mostly follows the laid-down The employee rarely follows the laid-
systems down systems
In the face of obstacle, the employee
In the face of obstacle, the employee mostly
looses his cool and gives-up his ideas too
remains patient and persists with his ideas. easily.
The employee often deviates from the
The employee aims to mostly finish the tasks
at hand to meet his objective. task at hand and may switch over to other
task as per his own preference.
The employee takes necessary action under The employee hardly takes any initiative
advice. on his own.
The employee mostly works in a silo
The employee mostly aligns his actions with
fellow team-members, as a result of which without aligning his actions with that of
any other team-member, as a result of
the actual outcome usually matches which the actual outcome may fall far
expected outcome.
short of expected outcome.
Mostly takes action in order to improve Rarely takes action towards meeting the
quality, reduce cost, enhance efficiency etc. customer's needs.
The employee, when advised, checks his
The employees hardly always checks his
progress and takes corrective and progress.
preventive actions accordingly.
The employee acknowledges what The employee does not acknowledge
customers have to say and always keeps what his/her customers have to say and
them updated with the status accordingly. rarely gives any kind of update to them.
 Behavioural Indicators
The Employee:
1 Perceives the need for change for the greater good of the Organization
Anticipates upcoming trends and challenges
1.1
the status-quo
2 Finds out possible avenues for change
2.1 Is always on the look-out for new ideas
3 Creates buy-in for change
Has ability to communicate in convincing
3.1 manner
Has ability to withstand resistance and
3.2 rejections
3.3 Has ability to create 'Win-Win' situation
4 Implements and sustains the change
4.1 Is self-motivated to take action towards
improvement
The employee always acknowledges his mistakes
4.2 Learns from mistakes to come out with better in the change process and comes out with
alternatives
improved options for value-addition.
4.3 Adapts himself to new situations
Has the ability to bounce back in spite of
4.4
adverse situations
Area of Strength Sufficient for Job Needs Improvement
The employee anticipates change in market The employee is satisfied with the existing
The employee seeks to improve the existing
scenario and consciously seeks to improve the systems and does not feel the need to
existing processes to cope-up with it. processes as and when required. change.
The employee has the ability to generate multiple The employee has the ability to generate The employee is satisfied with the existing
ideas towards initiating the change process
ideas towards initiating the change process on the on the basis of a limited perspective of his systems and does not feel the need to
basis of a broader perspective. change.
own sphere of work.
The employee has the ability as well as the
willingness to put across his ideas in a rational and The employee has the ability to put across The employee is ineffective in persuading
effective way so that others get persuaded within his ideas in a rational way. others with his ideas.
a short while.
In the face of opposition, the employee always In the face of opposition, the employee In the face of opposition, the employee
remains patient and persists with his ideas till he mostly remains patient and persists with his looses his cool and gives-up his ideas too
succeeds. ideas. easily.
The employee always acknowledges others' ideas
and accepts the same based upon Business The employee mostly acknowledges others' The employee is either too aggressive or
priority and feasibility towards arriving at a ideas and accepts the same. too submissive in selling his ideas.
mutually acceptable solution.
The employee always takes initiative on his own The employee takes initiative under external The employee rarely takes initiative on his
towards Organizational development. advice towards Organizational development. own towards Organizational development.
The employee realizes his mistakes in the The employee never acknowledges his
change process and rectifies the same as per mistakes in the change process and hardly
work requirement. bothers to take corrective actions.
The employee has the ability to adjust to new The employee has the ability to adjust to
The employee is rigid in adjusting to the
situations arising out of the change process and new situations arising out of the change
change process.
also helps others to cope-up with the same. process.
The employee is non-resilient in the face
The employee has the ability to recover quickly The employee has the ability to recover of setbacks and can continue with the
from setbacks and continue the change process, from setbacks over a period of time and
on his own. thereafter continue the change process. change process on receiving external
encouragement.

4.5 Formulates necessary system to sustain the
change process
The employee puts in place the necessary The employee hardly makes any effort to
The employee uniformly follows the laid-
structure that enables the change process to be down system to enable the change process put the necessary structure in place and
accepted and carried forward by the Organization also, does not uniformly follow the laid
at large. to be carried forward. down system.

6 Competency: Business and Strategic Orienation

Behavioural Indicators Area of Strength Sufficient for Job Needs Improvement

1 The employee keeps himself updated

Keeps himself updated with changing market
trends, macro-economic scenario, cross-
1.1
functional knowledge and statutory
compliances
The employee continuously acquires the relevant
knowledge for keeping pace with the changing
business environment in order to add value to
business.
The employee acquires the relevant
knowledge for meeting any particular
business need.
The employee does not consider it
important to acquire knowledge for
keeping pace with the changing business
environment.

2 The employee aligns himself with Business Priorities

Has the ability to align individual goals with
2.1 Organizational goals
The employee, on his own, always seeks to
identify long-term objectives for the Organization
and then balance them with the short-term
objectives for Organizational sustenance.
The employee, with external help, seeks to
identify long-term objectives for the
Organization and then balance them with
the short-term ones.
The employee limits himself mainly to
individual objectives, mostly short-term in
nature.

2.2 Has the ability to analyze the Organizational
SWOT
The employee independently seeks to identify the
areas of Organizational SWOT on a consistent
basis; communicate the relevant information to
the concerned stakeholders and create awareness
for taking necessary action.
The employee identifies the areas of
Organizational SWOT with external help;
communicate the relevant information to
the concerned stakeholders and create
awareness for taking necessary action.
The employee is not very consistent in
identifying the areas of Organizational
SWOT.

3 The employee has focus on Business results

The employee independently puts in place the

Has the ability to formulate enabling systems The employee seeks to formulate systems to The employee hardly makes any effort to
3.1 for Organizational growth. necessary structure that enables the fulfilment of orient himself with business needs. put the necessary structure in place.
Organizational Goals.

Has the ability to take cost-effective approach
3.2 in business decision-making.
The employee, on his own, always seeks to take
business decisions on the basis of optimim
utilization of Organizational resources.
The employee mostly seeks to take business The employee does not consider the
decisions on the basis of Organizational
perspective obtained through external Organizational perspective while taking
business decisions.
guidance.