MBA Student Seeks Insights on Competency Mapping: How Do You Implement and Measure Its Success?

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 your response.

Regards,
Raksha

Hi Raksha,

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

Here are some starting pieces of information for you:

Competency mapping is about identifying ideal behaviors and personal skills that distinguish exceptional and stupendous performance from the average. This aids in setting standards of behavior and, thereby, performance for the average workforce to follow. Competency mapping provides employers with concrete and objective information usable in all employment decisions. In fact, competency is a behavioral 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. Organizational development analysis.

There are various techniques used in companies (depending on the industry type) like benchmarking, behavioral 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 anyone working in this area. Hope this is useful.

Regards,
Swati

Dear Anu,

Thank you very much for your reply. The objective of my study is to learn the process and implementation of Competency Mapping in the BPO Industry. Please write back if you have any information on the above.

Regards,
Raksha

Hi Raksha,

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

Identify the key competencies 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 address customer queries. The technical competencies required include:

- Excellent English speaking skills.
- Technical knowledge of the product.
- Customer relationship management.
- Problem-solving skills, etc.

Take these competencies (these are measurable) and have them benchmarked. For instance, for English speaking skills, establish predefined parameters with ratings such as Excellent, Good, Average, Poor.

After defining these competencies and the proficiency levels needed for the job, validate them by getting approval from the relevant personnel. Then, prepare a matrix that includes the competencies and proficiency levels in a matrix format. Map each individual's competencies in that matrix.

I hope I have made the points clear to you! 😊

Cheers,
Anu

Hi Raksha,

I'm Elanco, Head of HR of one of the Birla Group of Companies, stationed at Pune.

Regarding your query, are you considering any block placements in the BPO industry? Because it's a lengthy process with lots of homework and understanding. Anyway, I will explain it briefly how it's done.

1. Study and collect data regarding the various jobs/roles available in the industry where you want to conduct the study. For example, telephone operator, receptionist, security, etc.

2. Carefully study the generic competencies and core competencies required for that job.

3. Generic competencies could include communication, listening skills, etc., for a telephone operator. Core competencies could be quick retrieval of data from the system, maintaining a relevant customer database, monitoring incoming and outgoing calls, etc., - all in the case of a telephone operator. You have to identify the competencies required for each job.

4. Collect the expected level/required level of competencies for the job through a questionnaire administered to the job holder and also from internal and external customers. For example, a personal assistant's internal customer is her boss, and external customers are the people who call her.

5. Compare and standardize the competencies.

6. Prepare a role directory (index) and competency dictionary. Clearly define terms like listening skills and computer skills - specify whether it refers to MS Office, Oracle, etc.

7. Compare the job holder's competencies against the standardized competencies using a structured questionnaire on a 5-point scale. For instance, rating the response time of a telephone operator, Mr. Vijay, as very good, good, average, poor, or unacceptable.

8. Analyze the data.

9. Identify any competency gaps - this is known as gap analysis.

10. Provide the necessary training on the competencies where the individual falls short.

11. Evaluate the outcomes.

I believe this process will provide a comprehensive understanding. Give it a try and let me know your progress.

Good luck.

Elanco, appanelanco@yahoo.com

Hi Raksha,

I'm Elanco, Head of HR at one of the Birla Group of Companies, stationed in Pune.

Regarding your query, are you involved in any block placements in the BPO industry? Because it's a lengthy process that requires a lot of homework and understanding. Anyway, I will explain briefly how it's done.

1. Study and collect data regarding the various jobs/roles available in the industry where you want to conduct the study. For example, telephone operator, receptionist, security, etc.

2. Carefully study the generic competencies and core competencies required for the job.

3. Generic competencies could include communication, listening skills, etc., while core competencies could involve quick retrieval of data from the system, maintaining a relevant customer database, monitoring incoming and outgoing calls, etc., specifically for a telephone operator. You have to identify the competencies required for each job.

4. Collect the expected level of competencies for the job through questionnaires administered to job holders and feedback from internal and external customers. For instance, a personal assistant's internal customer is her boss, and external customers are those who call her.

5. Compare and standardize the competencies.

6. Prepare a role directory (index) and competency dictionary defining skills clearly, like computer skills specifying areas like MS Office, Oracle, etc.

7. Compare the job holder's competencies against the standard competencies using a structured questionnaire on a 5-point scale, e.g., response time of a telephone operator – Mr. Vijay: Very good, good, average, poor, unacceptable.

8. Analyze the data.

9. Prepare a matrix chart for each competency and map the individual's competency level on the matrix.

10. Identify gaps through gap analysis.

11. Provide necessary training on the competencies where the individual falls short.

12. Evaluate the process.

I believe this will provide a good understanding of the process. Try it out and let me know how it goes.

Good luck.

Elanco, [Login to view]

Related to competency mapping, I have come to the competency mapping phase in my company but rather confused finding the reasoning in determining the percentage of each competency type. Palan from SMR said: "Important to the Job." For example, 60% for behavioral competency and 40% for functional competency. Many experts have said that the percentage for behavioral competency should be larger than functional, but no one has ever specified the exact percentage.

Can anyone provide more insight?

Regards,
Dian from Indonesia

Hi, can you please suggest an industry for my project on Competency planning and kindly guide me through it.

Awaiting your reply.

Regards, Rizwan

Hi Elanco,

Please assist me in my project on Competency Management. I am rather confused about selecting the industry to focus on.

Regards,
Rizwan

Hi all,

Can anyone help with my topic on Competency Mapping as I require it urgently?

Please

Regards,
Rizwan

You can read "Competency Mapping" by Seema Sanghi. It covers more or less everything on CM.

-LPG

Hi,

Thanks for your help, but can anyone suggest what type of industry I should concentrate on? I require this information urgently.

Thank you,
LPG
Regards,
Rizwan.

Hi Raksha,

You can learn all about Competency Mapping from this site. All you have to do is type Competency Mapping in the search bar, and you will get lots of information.

Regards,
MPMS

If you are still looking for information about competency mapping for IT, I recommend this link which discusses SFIA, the Skills Framework for the Information Age, a non-profit IT competency framework established in the UK: #132996.

If you need more information, please reply to this comment, and I will be alerted.

Hi!

I am a student of MBA. I am working on a project in a tire manufacturing company. The name of my project is "Job Description and Competency Mapping." I have already completed the job description part, but I am unsure about how to begin the competency mapping. Please guide me.

Hi Friends, I am currently pursuing an MBA in HR, 4th Semester, at Anna University, Coimbatore, through correspondence. Please help me in preparing the synopsis and project on "Competency Mapping."

Thanks and Regards,
Ram
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