Organizational Excellence Through an Effective Competency Framework
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Transcript of Organizational Excellence Through an Effective Competency Framework
1© Rajesh Naik, 2010
Released under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license
Organizational Excellence Through an Effective Competency FrameworkHyderabad SPIN
22 June 2010
Rajesh Naik
Consulting Partner
QAI India Ltd.
2© Rajesh Naik, 2010
Released under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license
Agenda/ Topics
• What is competency?
• Design of a Competency Framework– Job Clusters, Roles, Competencies, Proficiencies, Competency Dictionary
and Competency Assessments
• Competency Framework in Action– Hiring, Performance Management, Training
• Refining the Competency Framework
3© Rajesh Naik, 2010
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What is Competency?
• In other words– Whatever make us do our job better
• This characteristic is usually a combination of – Knowledge, skill, attitude/ traits and process abilities
• Required for a job/ role/ objective
• Possessed by an individual doing the job
Underlying characteristic of an individual that is causally related to effective or superior performance in a job
-Competence at Work, Spencer and Spencer
4© Rajesh Naik, 2010
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What is Competency?
Role Based Competency
an underlying characteristic of an
individual that is causally related to
effective or superior performance
(Spencer 1993)
Organizational/ workforce
Competency/ Job Clusters
a cluster of knowledge, skills and
individual should develop to perform a
particular type of work in the
organization
K,S &ProcessAbilities
K,S &ProcessAbilities
K,S &ProcessAbilities
K,S &ProcessAbilities
Organizational/ workforceCompetencies (Job Clusters)
Core Competency
the combination of technology and
production skills that create a
company’s products and services and
provide its competitive advantage in
the marketplace (Prahalad & Hamel
1990)
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Design of a Competency FrameworkBrought to you by
Identify
Job Clusters
Identify
Roles
Identify
Competencies
Define
Competencies
Define
Proficiencies
Create
Assessment Tools
Create
Role-Competency- Proficiency
Mapping
Assessment Framework
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Job Clusters
• Similar kind of work (e.g., same department) requiring similar competencies
• For example, Job Clusters in a typical IT Services organization
Executive Management
HR
and L
earn
ing
Sal
es &
Mar
ket
ing
Busi
nes
s A
nal
ysi
s
Soft
war
e D
evel
opm
ent
Pro
ject
Man
agem
ent
Fin
ance
& L
egal
Fac
ilit
ies
& A
dm
in
IT I
nfr
astr
uct
ure
Soft
war
e T
esti
ng
Qual
ity M
anag
emen
t
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Roles
• Roles within a Job Cluster require similar competencies with different proficiencies
• For example, roles in the “Software Development” Job Cluster could include
– Programmer
– Senior Programmer
– Designer
– Senior Designer
– System Architect
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Competencies
• Each role would require a set of competencies – typically all roles within a job cluster will require fairly similar set of competencies
• The difference could be in the proficiency levels
• Types of competencies could include– Functional, technical, domain
– Behavioral
– Process Abilities
Competencies
Expected Results
Tasks
Role
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Types of Competencies - Examples
• Functional, technical, domain competencies– Accounting, HR, Legal, Training, Recruitment, Software Design, Programming, Testing– SAP, Oracle, Mainframes, Seibel, Microsoft Technologies– Pharma, Hospitals, automobiles, telecommunication, Oil and Gas
• Behavioral– Achievement Orientation, Creativity, Service Orientation, People Orientation, Flexibility,
Ability to Communicate, Assertiveness, Quality Orientation
• Process Abilities– This is the ability to apply the functional and behavioral competencies using the
organization’s processes (Knows “how things are done here”
• Process abilities are built within an organization, functional competencies are built with work experience in an industry/ type of job, and behavioral competencies are built from childhood
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Proficiencies
• Extent of the competency
• Typically on a scale (e.g., 0-5), where– 0- Not At All
– 5- Subject Matter Expert / Master/ Guru
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Competency Dictionary
• Description of all competencies, proficiencies
• Mapping of Competencies and Proficiencies for various roles (Role Profiles)
Flexibility Flexibility is the ability to adapt seamlessly to changes.
Flexible people recognize the multiple viewpoints and can
flexibly apply the most suitable solution in a given situation
in the context of a larger objective
0 Not flexible at all; Rigid
1 Able to defer the decision till other viepoints are heard
2 Able to appreciate others viewpoints
3 Able to appreciate others viewpoints and generate alternate
viewpoints himself/ herself
4 Able to change one's behaviour dynamically, depending on
the situation
5 Able to coach and train others to adapt flexible behaviour
Expected
ROLE : PROJECT MANAGER Proficiency
Behavioral
Achievement Orientation 3
Creativity 2
Service Orientation 4
People Orientation 3
Flexibility 3
Ability to Communicate 3
Assertiveness 4
Quality Orientation 3
Functional/ Technical
Estimation 4
Project Monitoring 4
Managing Finances 2
Scheduling 3
Metrics and Reporting 4
12© Rajesh Naik, 2010
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Competency Assessments
• At hiring time
• While promoting a person (in the same Job Cluster)
• While shifting a person from one job cluster to
another
• To identify competency gaps and development
needs on a periodic basis
Note:
• Some competencies (technical) can change at a
fast rate
• Some competencies (behavioral) change very
slowly
13© Rajesh Naik, 2010
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Competency Framework in Action – Hiring
Short Description
NA Under
Guidance
Indepen-
dent
Guiding
Others√
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NR Novice Productive Master√
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NR Learning Average Excellent√
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Initiative
Support to Seniors
JOB PROFILE
Project Manager
Customer Focus
Helpfullness to Peers
Problem Solving
Support to Juniors
English-Written Communication
English-Oral Communication
English-Presentation
Education & Training & Qualifications
Attitudes
At least one of the following:BSc (or equi) with 9 yrs experiece in IT
BE (or equi) with 5 yrs experience in IT
ME (or equi) with 3 yrs experience in IT
Technology Knowledge (one of client server, IBM
mainframe, Web Based, eCommerce)
Rational Rose or System Architect
One Language Skills (C++, JAVA, etc.)
One Test Tool (Team Test or Segue or Mercury)
One of SSAD/ OOAD Techniques
Requirements Management with DOORS
One CM Tool (VSS or PVCS or Clearcase)
Domain Knowledge (one of Hospital, Hotel, Airline,
Metrics Tool
MPP
Project Management Techniques
Estimation Method (IFPUG or FFP)
Statistical Methods (7 QC Tools)
Industry Quality Standards (ISO & CMM)
Knowledge Mgmt
Quality Management
Main Tasks
Knowledge/ Skills
Plan & execute projects / modules within pre - determined
People Mgmt that includes mobilization, motivation and
Takes part in sales process with new prospect
Proposal / Contract Mgmt
Our QMS
Leading and managing large projects or multiple small projects with the aim
of completing projects on time and on budget to the desired quality,
economically, successfully and to the satisfaction of the customer. Also,
developing repeat business from exis
Business responsibility with P & L responsibility
Customer Mgmt (Develop and Manage existing customer
Analyze, Design and Implement software solutions
Short Description
NA Under
Guidance
Indepen-
dent
Guiding
Others√
√
√
√
√
√
√
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NR Novice Productive Master√
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NR Learning Average Excellent√
√
√
√
√
√
Initiative
Support to Seniors
JOB PROFILE
Project Manager
Customer Focus
Helpfullness to Peers
Problem Solving
Support to Juniors
English-Written Communication
English-Oral Communication
English-Presentation
Education & Training & Qualifications
Attitudes
At least one of the following:BSc (or equi) with 9 yrs experiece in IT
BE (or equi) with 5 yrs experience in IT
ME (or equi) with 3 yrs experience in IT
Technology Knowledge (one of client server, IBM
mainframe, Web Based, eCommerce)
Rational Rose or System Architect
One Language Skills (C++, JAVA, etc.)
One Test Tool (Team Test or Segue or Mercury)
One of SSAD/ OOAD Techniques
Requirements Management with DOORS
One CM Tool (VSS or PVCS or Clearcase)
Domain Knowledge (one of Hospital, Hotel, Airline,
Metrics Tool
MPP
Project Management Techniques
Estimation Method (IFPUG or FFP)
Statistical Methods (7 QC Tools)
Industry Quality Standards (ISO & CMM)
Knowledge Mgmt
Quality Management
Main Tasks
Knowledge/ Skills
Plan & execute projects / modules within pre - determined
People Mgmt that includes mobilization, motivation and
Takes part in sales process with new prospect
Proposal / Contract Mgmt
Our QMS
Leading and managing large projects or multiple small projects with the aim
of completing projects on time and on budget to the desired quality,
economically, successfully and to the satisfaction of the customer. Also,
developing repeat business from exis
Business responsibility with P & L responsibility
Customer Mgmt (Develop and Manage existing customer
Analyze, Design and Implement software solutions
Short Description
NA Under
Guidance
Indepen-
dent
Guiding
Others√
√
√
√
√
√
√
√
√
NR Novice Productive Master√
√
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√
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√
√
√
√
√
√
√
√
NR Learning Average Excellent√
√
√
√
√
√
Initiative
Support to Seniors
JOB PROFILE
Project Manager
Customer Focus
Helpfullness to Peers
Problem Solving
Support to Juniors
English-Written Communication
English-Oral Communication
English-Presentation
Education & Training & Qualifications
Attitudes
At least one of the following:BSc (or equi) with 9 yrs experiece in IT
BE (or equi) with 5 yrs experience in IT
ME (or equi) with 3 yrs experience in IT
Technology Knowledge (one of client server, IBM
mainframe, Web Based, eCommerce)
Rational Rose or System Architect
One Language Skills (C++, JAVA, etc.)
One Test Tool (Team Test or Segue or Mercury)
One of SSAD/ OOAD Techniques
Requirements Management with DOORS
One CM Tool (VSS or PVCS or Clearcase)
Domain Knowledge (one of Hospital, Hotel, Airline,
Metrics Tool
MPP
Project Management Techniques
Estimation Method (IFPUG or FFP)
Statistical Methods (7 QC Tools)
Industry Quality Standards (ISO & CMM)
Knowledge Mgmt
Quality Management
Main Tasks
Knowledge/ Skills
Plan & execute projects / modules within pre - determined
People Mgmt that includes mobilization, motivation and
Takes part in sales process with new prospect
Proposal / Contract Mgmt
Our QMS
Leading and managing large projects or multiple small projects with the aim
of completing projects on time and on budget to the desired quality,
economically, successfully and to the satisfaction of the customer. Also,
developing repeat business from exis
Business responsibility with P & L responsibility
Customer Mgmt (Develop and Manage existing customer
Analyze, Design and Implement software solutions
Short Description
NA Under
Guidance
Indepen-
dent
Guiding
Others√
√
√
√
√
√
√
√
√
NR Novice Productive Master√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
NR Learning Average Excellent√
√
√
√
√
√
Initiative
Support to Seniors
JOB PROFILE
Project Manager
Customer Focus
Helpfullness to Peers
Problem Solving
Support to Juniors
English-Written Communication
English-Oral Communication
English-Presentation
Education & Training & Qualifications
Attitudes
At least one of the following:BSc (or equi) with 9 yrs experiece in IT
BE (or equi) with 5 yrs experience in IT
ME (or equi) with 3 yrs experience in IT
Technology Knowledge (one of client server, IBM
mainframe, Web Based, eCommerce)
Rational Rose or System Architect
One Language Skills (C++, JAVA, etc.)
One Test Tool (Team Test or Segue or Mercury)
One of SSAD/ OOAD Techniques
Requirements Management with DOORS
One CM Tool (VSS or PVCS or Clearcase)
Domain Knowledge (one of Hospital, Hotel, Airline,
Metrics Tool
MPP
Project Management Techniques
Estimation Method (IFPUG or FFP)
Statistical Methods (7 QC Tools)
Industry Quality Standards (ISO & CMM)
Knowledge Mgmt
Quality Management
Main Tasks
Knowledge/ Skills
Plan & execute projects / modules within pre - determined
People Mgmt that includes mobilization, motivation and
Takes part in sales process with new prospect
Proposal / Contract Mgmt
Our QMS
Leading and managing large projects or multiple small projects with the aim
of completing projects on time and on budget to the desired quality,
economically, successfully and to the satisfaction of the customer. Also,
developing repeat business from exis
Business responsibility with P & L responsibility
Customer Mgmt (Develop and Manage existing customer
Analyze, Design and Implement software solutions
Short Description
NA Under
Guidance
Indepen-
dent
Guiding
Others√
√
√
√
√
√
√
√
√
NR Novice Productive Master√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
NR Learning Average Excellent√
√
√
√
√
√
Initiative
Support to Seniors
JOB PROFILE
Project Manager
Customer Focus
Helpfullness to Peers
Problem Solving
Support to Juniors
English-Written Communication
English-Oral Communication
English-Presentation
Education & Training & Qualifications
Attitudes
At least one of the following:BSc (or equi) with 9 yrs experiece in IT
BE (or equi) with 5 yrs experience in IT
ME (or equi) with 3 yrs experience in IT
Technology Knowledge (one of client server, IBM
mainframe, Web Based, eCommerce)
Rational Rose or System Architect
One Language Skills (C++, JAVA, etc.)
One Test Tool (Team Test or Segue or Mercury)
One of SSAD/ OOAD Techniques
Requirements Management with DOORS
One CM Tool (VSS or PVCS or Clearcase)
Domain Knowledge (one of Hospital, Hotel, Airline,
Metrics Tool
MPP
Project Management Techniques
Estimation Method (IFPUG or FFP)
Statistical Methods (7 QC Tools)
Industry Quality Standards (ISO & CMM)
Knowledge Mgmt
Quality Management
Main Tasks
Knowledge/ Skills
Plan & execute projects / modules within pre - determined
People Mgmt that includes mobilization, motivation and
Takes part in sales process with new prospect
Proposal / Contract Mgmt
Our QMS
Leading and managing large projects or multiple small projects with the aim
of completing projects on time and on budget to the desired quality,
economically, successfully and to the satisfaction of the customer. Also,
developing repeat business from exis
Business responsibility with P & L responsibility
Customer Mgmt (Develop and Manage existing customer
Analyze, Design and Implement software solutions
Identify a vacancy
in terms of the
Role Profile
Add specific
competencies required
for:
•the project/ dept
•long term org. needs
0
20
40
60
80
Hospital Hotels Airlines Education
Domain Competency Projection Present
Reqd by Dec '03
0
20
40
60
80
Hospital Hotels Airlines Education
Domain Competency Projection Present
Reqd by Dec '03
0
20
40
60
80
Hospital Hotels Airlines Education
Domain Competency Projection Present
Reqd by Dec '03
Use Role Profiles during
selection
14© Rajesh Naik, 2010
Released under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license
Competency Framework in Action – Performance Management
Short Description
NA Under
Guidance
Indepen-
dent
Guiding
Others√
√
√
√
√
√
√
√
√
NR Novice Productive Master√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
NR Learning Average Excellent√
√
√
√
√
√
Initiative
Support to Seniors
JOB PROFILE
Project Manager
Customer Focus
Helpfullness to Peers
Problem Solving
Support to Juniors
English-Written Communication
English-Oral Communication
English-Presentation
Education & Training & Qualifications
Attitudes
At least one of the following:BSc (or equi) with 9 yrs experiece in IT
BE (or equi) with 5 yrs experience in IT
ME (or equi) with 3 yrs experience in IT
Technology Knowledge (one of client server, IBM
mainframe, Web Based, eCommerce)
Rational Rose or System Architect
One Language Skills (C++, JAVA, etc.)
One Test Tool (Team Test or Segue or Mercury)
One of SSAD/ OOAD Techniques
Requirements Management with DOORS
One CM Tool (VSS or PVCS or Clearcase)
Domain Knowledge (one of Hospital, Hotel, Airline,
Metrics Tool
MPP
Project Management Techniques
Estimation Method (IFPUG or FFP)
Statistical Methods (7 QC Tools)
Industry Quality Standards (ISO & CMM)
Knowledge Mgmt
Quality Management
Main Tasks
Knowledge/ Skills
Plan & execute projects / modules within pre - determined
People Mgmt that includes mobilization, motivation and
Takes part in sales process with new prospect
Proposal / Contract Mgmt
Our QMS
Leading and managing large projects or multiple small projects with the aim
of completing projects on time and on budget to the desired quality,
economically, successfully and to the satisfaction of the customer. Also,
developing repeat business from exis
Business responsibility with P & L responsibil ity
Customer Mgmt (Develop and Manage existing customer
Analyze, Design and Implement software solutions
Job Profile for
Current RoleSet objectives to close
competency gaps
Identify action plans to help
close the gapsTraining, education,
certification, job rotation,
mentoring/ coaching
Development
Plan
Performance
Appraisal;
Goal Setting
Evaluate for competencies required
for the current role
And desired role
15© Rajesh Naik, 2010
Released under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license
Competency Framework in Action - Training
• Link Training Programs to the Competency Framework
Training Program Competencies Addressed
Minimum Pre
Prociency
Level
Expected Post
Prociency
Level
# CS-101 Creating Customer Delight Integrity 2 3
Service Orientation 2 4
Interpersonal Skills 1 2
# EX-390 Insurance Basics Insurance Domain 0 2
# PM-445 Negotiating Skills Negotiating Skills 0 3
Interpersonal Skills 2 3
Service Orientation 2 3
Listening Skills 1 3
• Training programs become more focused
• Overlapping training programs can be merged/ dropped
• Identification of participants is sharper
16© Rajesh Naik, 2010
Released under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license
Refining the Competency Framework
• New roles will get added
• Definitions of competencies/ proficiencies will get refined
• Role requirements will change based on results achieved
17© Rajesh Naik, 2010
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SEI’s People CMM® Project
• Mission– To help the readiness of organizations to undertake increasingly complex work by
helping them attract, grow, motivate, deploy, and retain the talent needed to improve
their capability
Authors of the P-CMM:
Bill Curtis
William Hefley
Sally Miller
18© Rajesh Naik, 2010
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Maturity Levels
© Software Engineering Institute
Basic HROperational
Practices
Competency Based
Practices
Measured &Empowered
Practices
ContinuousImprovement
Level 1Level 1InitialInitial
Level 2Level 2ManagedManaged
Level 3Level 3DefinedDefined
Level 4Level 4PredictablePredictable
Level 5Level 5OptimizingOptimizing
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Process Areas
20© Rajesh Naik, 2010
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“LearningOrganization”
Source: TeraQuest
21© Rajesh Naik, 2010
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“CultureOf Teamwork”
Source: TeraQuest
22© Rajesh Naik, 2010
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“Performance
Orientation”
Source: TeraQuest
23© Rajesh Naik, 2010
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Source: TeraQuest
“Workforce to Strategy”
24© Rajesh Naik, 2010
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References
• The Core Competency of the Corporation by CK Prahlad and Gary Hamel (HBR May-June 1990)
• Competency-Based Human Resource Management by David D. Dubois
• Competence at Work: Models for Superior Performance by Signe M. Spencer, Lyle M. Spencer
• The Art and Science of Competency Models: Pinpointing Critical Success Factors in Organizations by Anntoinette D. Lucia and Richard Lepsinger
25© Rajesh Naik, 2010
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About this Presentation
More resources on the subject are available from the creator of this presentation at:
http://www.rajeshnaik.com© Rajesh Naik, 2010
This work is released under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license. This means you can use it for non-commercial purposes so long as you include the copyright line “© Rajesh Naik, 2010". If you create derivative works using this work, they should also be made available under a similar license. For further information go tohttp://creativecommons.org/licenses/by-nc-sa/3.0/ For uses outside the scope of the license, contact Rajesh Naik at [email protected]
Author: Rajesh NaikConsulting Partner
QAI India Limited
+91 9845488767
26© Rajesh Naik, 2010
Released under Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License license
Thank YouRajesh Naik
Consulting PartnerQAI India Limited
Mobile
+91 9845488767
Website
www.rajeshnaik.com
Also, have a look at the latest “business novel”:
Aligning Ferret: How an Organization MeetsExtraordinary Challenges
By Swapna Kishore & Rajesh Naik
Website: http://www.postscript-impressions.com