compentency model

Competency Based System

Goals of the Presentation

• Understand Competency Model

• Understand the principles of a competency

based management system

• Understand how a competency based system

could be implemented

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A Competency Based Management System

• Provides the process whereby competencies needed to

achieve success are identified

• Integrates several human resources functions

• Provides the basis for tracking and measuring performance

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What is a Competency?Competencies fall into 3 main categories:

– Core – Behavioural– Technical

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Why Introduce Competencies?

Competencies: • Highlight the value of the organization

• Provide clear guidelines of success

• Provide practical tools for performance management

• Target training needs for development of staff

• Provide a better fit between employees and their job

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What Do Competencies Look Like?

Each competency has a definition and level of proficiency. For Example:

Results OrientationDefinition: The desire or drive to achieve or surpass identified goals. Establishes performance objectives and measures to

continuously improve performance and standards of excellence in the organization.

Includes innovative or entrepreneurial behaviours

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Results Orientation

Levels of proficiency and complexity

1. Wants to do the job well

2. Works to achieve goals

3. Sets own standards to improve performance

4. Sets and strives to meet higher standards of

performance

5. Conducts Cost - Benefit Analyses

6. Takes Calculated Entrepreneurial risks

What Do Competencies Look Like?

How Does a Competency Model Work?

COMMON

INFORMATION

Jobs: CompetencyRequirements

People:Competencies

SuccessionPlanning

Recruitment

CompensationPerformanceAppraisal

Selection

Training &Development

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Implementation of a Competency ModelThe implementation of a model is a 5-stepProcess:1) Determine strategic directions of organization

2) Design the principles and architectural framework of the

model

3) Develop the competency model and assessment tools

4) Communicate progress and benefits to stakeholders

5) Integrate in phases

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Implementation of a Competency Model

Step 1 Determine the strategic directions of the organization

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Implementation of a Competency ModelStep 2 Design the principles and architectural framework of the model

• How are competencies to be used?

• Are there standard competencies for the organization with subsets for specific jobs?

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Step 3 Develop the competency model and tools for linking human resources functions. Develop competency profiles for each

job/position/role

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Step 3 Develop the competency model and tools for linking human resources functionsCreate tools to operationalize competencies e.g. : performance appraisals

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Step 4 Communicate progress and benefits to stakeholders

Step 5 Implement in phases


Use of the Competency Model

* Performance Management

* Training and Development

* Succession Planning

* Recruitment

Process to select competencies• Stage 1: Lists of behavioural competencies were compiled

from reviewed documents, from interviews with selected staff and from Subject Matter Experts (SME)

• Stage 2: Focus groups of non-union staff were brought together to select the most relevant competencies from the lists; to revise and refine the definitions; and create the Competency Dictionary

• Stage 3: Executive Management Team selected the core competencies from the dictionary

Process to select competencies

• Stage 4: Focus groups of job families (director, manager, supervisor) selected appropriate role competencies (4-6) and identified the levels of proficiency for core and role competencies

• Stage 5: Non-union employees confirmed the chosen competencies and levels of proficiency by means of an electronic survey

• Stage 6: Technical competency process will be completed for business units to implement

Competency Dictionary• Adaptabil ity

• Commitment to Continuous Learning

• Conceptual Thinking

• Customer Service Orientation(CORE COMPETENCY)

• Developing Others

• Fiscal Accountabili ty (CORECOMPETENCY)

• Holding People Accountable

• Impact and Influence

• Innovation (CORE COMPETENCY)

• Leadership

• Leading Change

• Listening, Understa nding andResponding

• Organizational Awareness

• Planning, Organizing andCoordinating

• Political Acuity (EXECUTIVECOMPETENCY)

• Problem Solving

• Relationship Building

• Responsiveness to the Public

• Results Orientation (CORECOMPETENCY)

• Shaping the Organization(EXECUTIVE COMPETENCY)

• Strategic Orientation

• Striving for Clarity and Quality

• Teamwork (CORE COMPETENCY)

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Each job has 15 Competencies• 5 Core (Reflect what the organization does best and are

necessary for all jobs e.g. Core values)– Customer Service– Teamwork– Fiscal Accountability– Innovation– Results Orientation

• 5 Role (Those personal characteristics that influence or drive performance)

• 5 Technical (Technical knowledge or skills that are critical for a specific job/role to be successful)

Levels of Proficiency

• Within each competency levels of proficiency are described

• As you progress through job level in the organization employees are expected to demonstrate a higher level of competency

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CompetenciesCustomer Service Orientation- a desire to identify and meet/exceed the requirements of internal and external customers. Recognizing the variety of customers in all levels and accommodating their diverse needs.

• Team Leader/Branch Head: Advocate for the Customer - (Level 3)

• Regional Manager: Addresses Underlying Customer Needs - (Level 4)

• Director: Uses a Long-Term Perspective - (Level 5)

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Customer Service Orientation Levels of ProficiencyLevel One: Clarifies expectations

Level Two: Takes personal responsibility in addressing customer service problems

Level Three: Advocates for the customer

Level Four: Addresses underlying customer needs

Level Five: Uses a long term perspective

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Competencies - Team Leader/Branch Head

Customer ServiceAdvocate for the Customer (Level 3 )

• Analyzes and interprets customer data• Develops and implements customer service strategy• Acts as an advocate for the customer

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Competencies - Regional Manager

Customer ServiceAddresses Underlying Customer Needs (Level 4) • Determines the customer’s issues• Accommodates needs of the customer as customized

service• Integrates a customer service focus into business

strategies, plans and programs

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Competencies – Director

Customer ServiceUses a Long-Term Perspective (Level 5)

• Looks for long term benefits for the customer• Researches customer needs to guide strategy development• Creates innovative solutions• Formulates strategies to optimize customer service• Ensures policies reflect responsiveness to the customer

How competencies are organizedThe company’s competencies are organized into a Learning

Framework The framework categorizes the areas of learning and skill needed

in the company.The 4 areas are: • Customer Service• Business ‘Know-How’• Leadership and Management• Service-specific or technical

Linking to other processes

Competencies to be integrated with: – recruitment and selection– planning for advancement & promotion– succession management– performance management (developmental purposes)

Use of the Competency Model

Retention and Recruitment– Learning and development opportunities– Reward and recognition– Challenging and meaningful work– Stimulating and supportive environment

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Implementation of a Competency ModelFactors that contribute to success:– Effective implementation process– High level of management commitment and support– Development program must be in place– Some models fall short when they are used to determine

individual pay– Human Resources Dept. should be involved– Competencies must be applied correctly.

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Implementation of a Competency Model Factors To Bear In Mind:– Process is labour-intensive– Cost– Duration of process– Organizational culture

Thank you!

compentency model

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