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, [Login to view]