Introduction to Competency

What is competency?

Competencies are the underlying characteristics of a person, demonstration of which enables him/her to deliver superior and effective performance on the job or in a given role or situation.

What are competencies some definitions

A Competency is a set of skills, related knowledge and attributes that allow an individual to successfully perform a task or an activity within a specific function or job. - UNIDO (2002) A cluster of related knowledge, skills and abilities that affects a major part of ones job, that correlates with the performance on the job, that can be measured against well accepted standards and that can be improved via training and development.

Competencies are collection of success factors required for superior performance on a job or a particular position in an organisation.
In other words, competencies are characteristics that outstanding performers do more often in more situations with better results, than average performers

Why do we need it?

People will have to know their respective * Roles * Key competencies Address employee needs * What am I on skills? * What are the gaps? How to improve on skills? * What is expected of my role? * What are possible future roles? People have to know about competencies which help them deliver better to customers Address business needs/employee needs * High performance * Expectation management on career and promotions * Higher productivity with improved skills

How Much Do You See of An Iceberg?

ONLY 10% OF ANY ICEBERG IS VISIBLE. THE REMAINING 90% IS BELOW SEA LEVEL.

The Iceberg - Human Psyche & Personality

The

Iceberg phenomena is applicable on human beings

also

Just as 90% of the iceberg is below the

surface level, similarly 90% aspects of human personality and psyche are hidden - what is visible in the form of behavior is only 10 % of the whole personality.

The Iceberg as Applied to Human Personality

VISIBLE BEHAVIOR
SEA LEVEL

INVISIBLE

KNOWLEDGE, SKILLS, ATTITUDE, HABITS, VALUES, , MOTIVES, PERSONALITY TRAITS

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Competency

Behaviour Knowledge

Skills
Attitude

Values & Motives

Categories of Competencies
Threshold Competencies:
Basic competencies required to do the job, which do not differentiate between high and low performers.

Differentiating Competencies:
Behavioral characteristics that Top performers display.

Differentiate between an average performer and a superior (Best in class) performer.

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Competency = Commitment + Competence

Competence + Commitment
Competence Characteristics
Technical Knowledge Functional Information Knowledge of Business Processes Analytical Skills Communication Skills Planning Skills Organizing Skills Interpersonal Skills

Commitment Characteristics
Self-Confidence Enthusiasm Self-Motivation Honesty and Integrity Accepting Challenges Winning Attitude Determination Self-Improvement

Technical/Functional Skills
Conceptual Skills Leadership Skills Team Building Skills Problem Solving Skills Decision Making Skills Time Management Skills

Open to new ideas

Learning from Mistake Concentration Patience Perseverance Ownership of Work Enterprising Pursuit for Perfection Result Oriented

Organizational Context
These competencies are derived from the management ideologies, goals, business processes of the organization .

Develop Mission, Vision and Values for Organization

Set Goal for Organization

Design Strategy to achieve Goal

Specify Competencies required for people for Specific Jobs for Superior Performance at different levels in Organization.

Design and apply Assessment Tools to identify Competency Gaps in relation to each Role/Job

Design and deliver training or other developmental methods to close the Competency Gaps

Re-deployment/Job Re-design Career planning/succession planning

History of Competency
The concept of competency originated from David McClelland (1973) ground breaking article Testing for Competence rather than Intelligence

Competency can predict performance and success on Job.

David McClelland the founder of McBer, a consulting company was asked by the US Information Agency to develop new methods that could predict human performance. He then conducted a study.

He also developed a new methodology called BEI )Behaviour Event Interviewing).

Gary Hamel & C.K. Prahalad (1994) Competing for the Future Michael Zwell (2000) Creating a culture of Competence Daniel Goleman (2002) Working with Emotional Intelligence

Behavioural Indicators
A Competency is described in terms of key behaviours that enable recognition of that competency at the work place. These behaviors are demonstrated by excellent performers on-the-job much more consistently than average or poor performers. These characteristics generally follow the 80-20 rule in that they include the key behaviors that primarily drive excellent performance.

Example of a Competency

Analytical Thinking

The ability to break problems into component parts and consider or organize parts in a systematic way; the process of looking for underlying causes or thinking through the consequence of different courses of action.

Key Behaviour Indicators

Independently researches for information and solutions to issues.

knows what needs to be done or finds out (research) ways and takes steps to get it done.
Asks questions when not sure of what the problem is or to gain more information. identifies the underlying or main problem. Shows willingness to experiment with new things.

Develops a list of decision making guidelines to help arrive at logical solutions.

Airtels Leadership Competencies

Displaying Entrepreneurial Spirit

Has a passion to win! Foresees and seizes business opportunities and converts them into valuable results. Has an innovative and fresh outlook, and thrives on continuous change. Dreams BIG! BEHAVIOR INDICATORS: Achieves results with a high level of energy and commitment. Seeks, accepts and consistently delivers on stretch goals. Works confidently and effectively delivers in ambiguous situations; perseveres despite setbacks & challenges. Brings bold and fresh ideas; facilitates others to generate innovative ideas .

Understands patterns and exercises foresight. Suggests alternatives and thinks

through potential contingencies.

Achieving Business Success Enhanced Definition

Rapidly builds, improves and mobilises a competitive and sustainable business, based upon a sound understanding of business and financial realities. Is committed to long-term goals. Adheres to company strategies and policies, and encourages others to do so. BEHAVIOR INDICATORS Displays an understanding of the business, the market and implications for own area. Conducts data based detailed analysis to make targeted recommendations in own area. Controls and monitors revenue and expenses; ensures cost efficiencies and

uses resources wisely. Explores and leverages new opportunities .

Is flexible and adapts to change as required. Implements and adheres to systems and processes; seeks feedback and ensures their improvement.

Empowering and Developing Enhanced Definition

Maintains a continuous focus on learning, coaching and development of self and others. Nurtures and cultivates diverse talent in the business. Aligns performance to organisational goals.

BEHAVIOR INDICATORS: Understands own goals and responsibilities; monitors own progress. Demonstrates personal accountability; achieves through delegating wherever possible. Develops team and others through open feedback and coaching. Seeks feedback, coaching and developmental assignments for self to learn & grow.

Delighting the Customer Enhanced Definition

Enthusiastically lives a customer first culture and delivers customer service excellence. Engages directly with customers, understands their needs and makes their life easy. Ensures promise made is promise kept.

BEHAVIOR INDICATORS: Adheres to customer service standards and processes to deliver excellent customer service. Lives the Can Do attitude; ensures that promise made is promise kept. Is responsive to customers needs; suggests ways to prevent recurring problems.

Leverages existing products and services to meet customer needs.

Winning With Others Enhanced Definition

Identifies, establishes and utilises mutually rewarding internal and external relationships; influences others to align, mobilise and execute winning strategies.

Proactively collaborates; seeks and shares ideas, and manages conflict

constructively. Demonstrates respect when dealing with others. Rewards teamwork.

BEHAVIOR INDICATORS:
Establishes positive relationships with colleagues and external counterparts. Demonstrates sensitivity, humility and respect when dealing with others. Interacts collaboratively; shares information with others and challenges constructively to contribute to achieve shared goals. Effectively handles partner transactions and provides feedback.

Thank You