Vaish
Senior Executive - Hr
Latikapg
Educational
Raksha
Hr- Executive
Dian
Competency Officer
DonaldHTaylor
Company Director
+1 Other

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Hi, I am a student of MBA and currently pursuing a project " Competency mapping" Please give me some insights in this area.
The objective of my study is to learn the process, implementation and effectiveness of Competency mapping.
Awaiting for your response.
Regards,
Raksha

Hi Raksha,

Can u please tell me the industry type for which you are doing the project?

Here are some start off information for you:

Competency mapping is about identifying ideal behaviours and personal skills which distinguish exceptional and stupendous performance from the average. This aids in setting standards of behaviour and thereby performance for the average work force to follow. Competency mapping provide employers with concrete and objective information usable in all employment decisions. . As a matter of fact competency is a behavioural and demonstrative ability that is informed to some degree by a conceptual perception.

This is typically used for:

1. Assessment during recruitment, through specific work-based exercises and relevant, validated, psychometric tests.

2. Assessment during auxiliary development; as a profile during assessment to guide future development needs,

3. Succession planning and promotion,

4. Organisational development analysis.

There are various techniques that are used in the companies (depending on the industry type) like Bench marking, behavioural interviews, critical incidents etc..

Thanks,

Anu

Hey Raksha,
Try reading the book Competency Mapping by Spencer and Spencer.
I have heard that it is very good and a must read for nayone doing anything in this area.
Hope this is useful.
Regards
Swati

Dear Anu,
Thanks a lot for your reply,
the objective of my study is learning the process and implementation
of Competency Mapping in the BPO Industry.
please write back if any information on the above.
Regards,
Raksha

Hi raksha,

for a BPO industry, you can follow this process to implement competency mapping.

Idetify the key competency that is required to perform the job. For example, in the BPO industry, if there is a designation as Technical Support Executive, who should attend to outbound international calls, and attend to the customer's queries.

Technical competency required is:

Excellent English speaking skills.

Technical knowledge in the product.

Customer relationship management.

Identifying and problemsolving skills.etc.

Take these competencies (These are measurable).Have them benchmarked.

Example. If u take English speaking skills, have a predefined parameter and have a rating as Excellent, Good, AVerage, Poor.

After generating these competencies, and the level of proficiency required for the job, validate it (Get it approved from the concerned personnel)

Then prepare the matrix that has the competency, and the proficiency in the form of matrix. Then map the person's competency in that matrix.

Hope i made the points clear to you :D

Cheers,

Anu

HI RAKSHA,

IM ELANCO, HEAD OF HR OF ONE OF THE BIRLA GROUP OF COMPANIES ,IM STATIONED AT PUNE.

REGARDING UR QUERY ARE U DOING ANY BLOCK PLACEMENT IN AN BPO INDUSTRY? BECAUSE ITS A LONG PROCESS WITH LOTS OF HOME WORK AND UNDERSTANDING. ANY WAY I WILL EXPL IT IN BRIEF HOW ITS BEEN DONE.

1.STUDY /COLLECT DATA REGARDING THE VARIOUS JOBS/ROLES AVBL IN THE INDUSTRY WHER U WANT TO DO THE STUDY.. FOR EG., TELEPHONE OPR, RECEPTIONIST,SECURITY ETC.,

2.CARYFULLY STUDY WHAT ARE THE GENERIC COMPETENCIES REQUIRED AND CORE COMPETENCIES REQUIRED FOR THAT JOB.

3.GEN.COMP. ARE FOR EG., COMMUNICATION, LISTENING SKILLS, ETC., FOR A TEL.OPR. CORE COMP COULD BE QUICK RETRIVAL OF DATA FROM THE SYSTEM,MAINTAINING RELEVANT DATA BASE OF ALL THE CUSTOMERS, SYSTEM TO MONITOR THE TRAFFIC OF IN/OUT GOING CALLS ETC.,-ALL IN CASE OF TELE.OPTR. OK. LIKE THIS U HAVE TO IDENTIFY THE COMPETENCIES REQUIRED FOR EACH JOB.

4.COLLECT THE DATA/INPUT OF EXEPECTED LEVEL/REQUIRED LEVEL OF COMP., FOR THE JOB IN QUESTION .THIS COULD BE THROUGH A QUESTIONNAIRE ADMINISTERED TO THE JOB HOLDER AND ALSO FROM THE INTERNAL AS WELL AS EXTERNAL CUSTOMER. TO A PERSONAL ASST HER BOSS IS HER INTERNAL CUSTOMER ,AND PEOPLE WHO CALL HER FROM OUT ARE EXTERNAL CUSTOMERS.

5.COMPARE AND STANDARDISE THE COMP.,

6.U HAVE TO PREPARE A ROLE DIRECTORY(INDEX) AND COMPETENCY DICTIONARY. WHICH MEANS -FOR THAT JOB EG LISTENING SKILL MEANS WHAT ? define VERY CLEARLY.COMPUTER SKILL -DEFINE, WHICH AREA, IS IT MS OFFICE, ORACLE ETC.,



7.THEN COMPARE THE JOB HOLDER'S COMP AGAINST THE STAND COMPETENCY ,AGAIN THROUGH A STRUCTURE QN, ON A 5 POINT SCALE. EG., RESPONSE TIME OF TEL.OPR.. MR.VIJAY. V.GOOD, GOOD, AVG, POOR. UNACCEPTABLE.,

8. ANALYSE THE DATA.

9.SEE WHERE THE GAP IS. THIS IS CALLED GAP ANALYSIS.

10 . IMPART THE REQIRED TRAINING ON THE COMPETENCIES HE/SHE IS FALLING SHORT.

11.THEN EVALUATE.

HO I THINKS THIS WILL GIVE A FAIR KNOWLEDGE OF THE PROCESS.

TRY. LET ME KNOW HOW U HAVE DONE,

GOOD LUCK.

ELANCO,

HI RAKSHA,

IM ELANCO, HEAD OF HR OF ONE OF THE BIRLA GROUP OF COMPANIES ,IM STATIONED AT PUNE.

REGARDING UR QUERY ARE U DOING ANY BLOCK PLACEMENT IN AN BPO INDUSTRY? BECAUSE ITS A LONG PROCESS WITH LOTS OF HOME WORK AND UNDERSTANDING. ANY WAY I WILL EXPL IT IN BRIEF HOW ITS BEEN DONE.

1.STUDY /COLLECT DATA REGARDING THE VARIOUS JOBS/ROLES AVBL IN THE INDUSTRY WHER U WANT TO DO THE STUDY.. FOR EG., TELEPHONE OPR, RECEPTIONIST,SECURITY ETC.,

2.CARYFULLY STUDY WHAT ARE THE GENERIC COMPETENCIES REQUIRED AND CORE COMPETENCIES REQUIRED FOR THAT JOB.

3.GEN.COMP. ARE FOR EG., COMMUNICATION, LISTENING SKILLS, ETC., FOR A TEL.OPR. CORE COMP COULD BE QUICK RETRIVAL OF DATA FROM THE SYSTEM,MAINTAINING RELEVANT DATA BASE OF ALL THE CUSTOMERS, SYSTEM TO MONITOR THE TRAFFIC OF IN/OUT GOING CALLS ETC.,-ALL IN CASE OF TELE.OPTR. OK. LIKE THIS U HAVE TO IDENTIFY THE COMPETENCIES REQUIRED FOR EACH JOB.

4.COLLECT THE DATA/INPUT OF EXEPECTED LEVEL/REQUIRED LEVEL OF COMP., FOR THE JOB IN QUESTION .THIS COULD BE THROUGH A QUESTIONNAIRE ADMINISTERED TO THE JOB HOLDER AND ALSO FROM THE INTERNAL AS WELL AS EXTERNAL CUSTOMER. TO A PERSONAL ASST HER BOSS IS HER INTERNAL CUSTOMER ,AND PEOPLE WHO CALL HER FROM OUT ARE EXTERNAL CUSTOMERS.

5.COMPARE AND STANDARDISE THE COMP.,

6.U HAVE TO PREPARE A ROLE DIRECTORY(INDEX) AND COMPETENCY DICTIONARY. WHICH MEANS -FOR THAT JOB EG LISTENING SKILL MEANS WHAT ? define VERY CLEARLY.COMPUTER SKILL -DEFINE, WHICH AREA, IS IT MS OFFICE, ORACLE ETC.,



7.THEN COMPARE THE JOB HOLDER'S COMP AGAINST THE STAND COMPETENCY ,AGAIN THROUGH A STRUCTURE QN, ON A 5 POINT SCALE. EG., RESPONSE TIME OF TEL.OPR.. MR.VIJAY. V.GOOD, GOOD, AVG, POOR. UNACCEPTABLE.,

8. ANALYSE THE DATA.

9.prepare a matrex chart on each comp., and map the persons comp level on the matrex.

9.SEE WHERE THE GAP IS. THIS IS CALLED GAP ANALYSIS.

10 . IMPART THE REQIRED TRAINING ON THE COMPETENCIES HE/SHE IS FALLING SHORT.

11.THEN EVALUATE.

HO I THINKS THIS WILL GIVE A FAIR KNOWLEDGE OF THE PROCESS.

TRY. LET ME KNOW HOW U HAVE DONE,

GOOD LUCK.

ELANCO,

related to the competency mapping,
i have come to the competency mapping phase in my company
but rather confuse finding the reasong in making the percentage of each competency type (Palan from SMR sayed : Important to the Job)
for example :
60 % for behavior competency and
40 % for functional competency
Many expert sayed that behavior competency percentage have to be larger than functional, but no one had ever sayed the exact number of percentage.
Can anyone tell me?
regards,
dian from Indonesia

Hi, can you plz suggest me an industry for my project on Competency planning and kindly guide me through it. awaiting your reply. Regards, Rizwan
Hi Elanco, Plz me in my project Competency Management i m rather confused in selecting the industry to concentrate over. regards, Rizwan

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