uil - ion competencies (2)

8/2/2019 UIL - ion Competencies (2)

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USHA InternationalUSHA InternationalUSHA InternationalUSHA International

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CompetencyCompetencyCompetencyCompetency

FrameworkFrameworkFrameworkFramework


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Overview of The Competency Framework

Competency is understood as a set of behaviors which facilitate a person to perform a job

successfully or effectively. This idea was developed by McBer and he used it to identify specific

personal characteristics/ behaviors which resulted in effective and superior performance. He

established that every job required a specific set of competencies and job holders were

expected to have these to successfully perform it.

A Competency can be defined as:

A set of individual performance behaviors which are observable, measurable and

critical to successful individual and company performance

Individual characteristics of a person which result in an effective and superior

performance in a job

A Competency includes the following elements:

Knowledge

Skill

Attributes

Motive

Values

Traits

Self concept

Attitude

Competencies are contextual i.e. they relate to a context given by the organization, function


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Competency Ice Berg Model

Self Image

How people see/view themselves; identity; worth

- e.g. an expert, a learner, leader, manager,

- change agent, innovator

Skill

Ability to do something well; most easily trained on

- e.g. technical skills to use knowledge

Knowledge

Content knowledge/information in field of work,

- from education and experience

Traits

Habitual / enduring characteristics

- e.g. Flexibility, self-control, good listener, builds trust, engages &

inspires, mindset

A

T

TR

I

B

U

T

E

Motives

What drives someone's behavior in a particular area?

(An underlying need for achievement, affiliation or power,

improvement)


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Leadership Competency Framework

for

Junior Management Level


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Competency : Customer Focus (Internal / External Customers)

Definition: Understand current and future requirements of external and / or internal customers , and respond withappropriate solutions ensuring quality service.

Behaviours Performance Standards

Needs Development Fairly Effective Effective Highly Effective Role Model

Identifies and maintains contact with

customers

Has difficulty in

indentifying customers.

Identifies few existing

customers and

maintains contact with

them on need basis.

Identifies all existing

customers and

maintains regular

contact with them.

Identifies and maintains

regular contact with all

existing customers and

some potential

customers.

Procatively explores all

opportunities to

maintain contacts with

all existing and

potential customers.

Understands customer's requirements Has difficulty in

identifying customer

requirements.

Makes some efforts to

identify current

requirements of

existing customers.

Consistantly tries to

identify current

requirements of all

existing customers.

Makes efforts to

identify current

requirements of

existing and potential

customers.

Identifies and

anticipates current and

future requirements of


customers.

Responds to customer requirements,

queries and issues

Has difficulty in

understanding and

responding to customerrequirements, queries

and issues.

Makes efforts to build

agreement on and

respond to customerrequirements, queries

and issues.

Prioritizes and responds

to agreed customer

requirements, queriesand issues within

company policies and

available resources.

Takes extra efforts to

respond to agreed

customerrequirements, queries

and issues with

additional resources.

Proactively responds to

agreed customer

requirements, queriesand issues beyond their

expectations.

Seeks feedback to improve customer service Rarely seeks feedback

from the customers on

the services offered to

them.

Seeks feedback from

the customers to

develop a clear

understanding of the

quality of services

offered, but fails torespond to them.

Seeks and responds to

feedback from the

customers on the

quality of services

offered.

Discusses and tries to

align own and customer

processes to improve

services.

Seeks customer

feedback, analyses it

and makes suggestions

on policy and process

improvements based

on past experience,competitor information

and best practices in

the industry.


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Competency : Team workingDefinition: Collaborates with others within and outside own team to achieve desired results.



Interacts and builds networks with

people from different functions

Relates only with few

likeminded people

within the team and

organisation.

Relates to all people

at the same level

within the

organisation across

functions (i.e. has

difficulty in relatingto seniors openly)

Relates to all people

within the

organisation

irrespective of levels

and functions.

Relates to all the

people irrespective of

levels and functions

within and outside

the organization.

Utilises opportunities

to develop new

alliances and formal

networks.

Understands and aligns own role to the

common team objective

Shows little

understanding of

own role and team

objective.

Understands own

role but is unable to

link it to team

objective.

Has clear

understanding of

both his individual

role and the team

objective.

Works to make

significant

contribution to

achieve team

objective.

Makes efforts to align

others to common

team objective.

Supports team members by sharing

relevant information and resources

Works alone neither

seeking nor sharing

relevent information

and resources to

others.

Shares information

and resources to

team members only

when asked for.

Anticipates and

responds to the

information and

resource

requirements of own

team members.

Shares information

and resources based

on urgency and

criticality, both

within and outside

own team.

Identifies and

suggests new and

better technology /

processes to enable

sharing of

information and

resources across all

functions for

optimum utilisation.

Shares ideas / opinions with team

members

Rarely shares

ideas/opinions.

Interacts with few

team members to

share and seek

ideas/opinions.

Openly shares

ideas/opinions with

all team members

and invites others'

ideas and opinions.

Clarifies

ideas/opinions from

others.

Builds on the

ideas/opinions of

others.


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for

Middle Management Level


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Competency : Customer Focus (Internal / External Customers)Definition: Understand current and future requirements of external and / or internal customers, and respond with appropriate

solutions ensuring quality service.



Identifies and develops relationships withkey customers

Has difficulty inidentifying his key

customers.

Is able to identifyexisting key customers.

Identifies existing keycustomers and

develops relations with

them on need basis.

Develops relationshipwith only existing key

customers.

Proactively buildsrelationship with

potential customers,

apart from the existing

ones.

Understands key customers requirements

and responds to them

Is able to understand

only the expressed

customer

requirements.

Prioritizes customer

requirements within

company policies and

available resources.

Highlights the gaps in

the current policies and

procedures while

responding to customer

requirements.

Analyses the current

customer requirement

and finds adhoc

solutions within the

existing policies.

Anticipates future

customer expectations

and suggests necessary

changes in policies and

procedures in order to

meet .

Coordinates with other departments to

meet customer requirements

Avoids taking support

from other

departments to meet

customer

requirements.

Seeks support from the

appropriate

departments on need

basis.

Creates common

understanding of

customer objective

with other

departments.

Coordinates with key

people across

departments to meet

customer

requirements.

Involves all the

concerned departments

to improve processes to

meet customer

requirements.

Reviews response to customer issues and

feedback

Rarely reviews status

on customer issues and

feedback.

Reviews status on

customer issues and

feedback on regular

basis.

Takes short term

measures to ensure

closure of customer

issues and action on

feedback.

Analyses and bridges

the gaps in customer

service to identify long

term measures.

Proactively pursues

process improvements

based on best practices

from the industry and

the feedback data.


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Competency : Team workingDefinition: Build and lead a cohesive team to work in collaboration with other teams to achieve desired results.



Treats all team members fairly and

respectfully

Relies on personal likes

and dislikes to

determine behavior

towards people.

Displays respect and

fairness towards a

chosen group of

people.

Consistently treats all

people with respect

and fairness.

Supports a culture that

makes people treat

each other failrly and

respectfully.

Foster a culture of

respect, fairness and

equality for all.

Encourages open discussion by involving all

team members for plans and decisions that

affect them

Informs the team of

plans and decisions

taken.

Ignores ideas and

suggestions from team

members for planning

and decision making.

Invites views and

opinions from team

members regarding

plans and decisions.

Encourages

participation from all

team members, duly

considering feasible

suggestions and

opinions.

Creates opportunities

for regular interactions

to encourage open

sharing of views and

knowledge.

Supports team with necessary information

and resources required to meet team

objectives

Shares available

information which may

or may not meet team

objectives.

Provides the relevant

information for meeting

the team objectives.

Anticipates team

requirements and

provides necessary

information and

resources required.

Encourages team

members to share

relevent information

and resources with

each other.

Develops processes and

systems for free flow of

information and sharing

of resources among

team members.

Sets clear expectations and aligns all team

members to achieve team objective

Fails to set the

expectations from the

team.

Sets ambiguous

expectations from the

team without defining

the roles and the action

plan.

Sets clear expectations

from the team without

defining the roles and

the action plan.


from the team and

defines the roles and

the action plan to

achieve them.


from the team and

facilitates the team to

define the roles and the

action plan to achieve

them.

Recognises and celebrates achievements of

team members

Misses out on

acknowledging

achievements.

Acknowledges

achievements but fails

to celebrate them.

Celebrates significant

achievements with

fairness.

Acknowledges and

appreciates every small

achievement to

encourage team

members.

Celebrates team

successes.


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Competency : Developing JuniorsDefinition: Plan and support initiatives to ensure the development of juniors to meet current and future organization goals.



Motivates and develops juniors by sharing

(personal or real life) examples, knowledge

and success stories

Shares irrelevent

personal examples,

success stories at

inappropriate times.

Shares examples that

are relevent to the

needs of the

subordinates.

Shares knowledge and

personal examples only

when subordinates get

stuck in a tough

situation.

Shares examples and

success stories on a

continuous basis, does

not wait for a formal

platform.

Shares personal success

stories with examples

highlighting specific

learning and take

aways.

Delegates tasks to build skills Has difficulty inidentifying the tasks to

be delegated to juniors.

Delegates only routinetasks to juniors.

Assesses currentcapabilities of juniors to

delegate tasks.

Puts in personal effortto build required

capabilites of juniors

before delegating tasks.

Provides opportunitiesto juniors to develop

skills for handling

higher responsibilites.

Coaches and gives feedback to juniors to

enhance skills

Spends limited time

with juniors in coaching

and giving feedback.

Focuses only on

weaknesses of juniors

ignoring their strengths.

Coaches juniors to

enhance skills in "On

The Job" situations.

Connects at both

personal and

professional level with

juniors to understand

issues and coaches

accordingly.

Evaluates the

effectiveness of

coaching on juniors by

observing on the job

performance and gives

them feedback.

Identifies individual development needs and

recommends actions

Has difficulty in

identifying individual

development needs.

Identifies individual

development needs

and actions but does

not pursue

implementation.

Involves juniors in

identifying their

developmental needs

and plans its

implementation.

Partners with, supports

and handholds juniors

in their development

journey.

Proactively assesses

potential of juniors and

creates opportunities to

enhance the same.

Encourages and provides support to

new ideas and initiatives.

Rarely encourages

new ideas and

initiatives.

Shows caution and

resistance to

accepting new ideas.

Shows acceptance

and build on new

ideas and initiatives.

Supports juniors in

implementing new

ideas and intitiativesby removing barriers.

Encourages juniors to

challenge

conventionalapproaches and take

new initiatives.


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for

Senior Management Level


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Competency : Customer Focus (Internal / External Customers)Definition: Understand current and future requirements of external and / or internal customers , and respond with appropriate solutions ensuring

quality service.



Interacts with key customers to

proactively identify their

requirements.

Takes limited stepstointeract with

customers to identifytheir requirements.

Interacts sometimes

with the existing

customers to identifytheir current

requirements.

Interacts constantly

with the existing

customersto identify their

current

requirements.

Interacts constantly

with the existing and

potential customersto identify their

current requirements.

Interacts constantly with the


customersto identify and anticipate

their current and future

requirements.

Uses new and innovative

solutions to meet customer

requirements

Uses few of the existing

solutions to meet the

agreed customer

requirements.

Uses existing

solutions to meet all

the agreed customer

requirements.

Uses new solutions

to meet all the

agreed customer

requirements.

Uses new solutions to

meet the customer

requirements beyond

their expectation.

Uses best practices to

establish service standards

and develop strategies to

meet the customer

requirements beyond theirexpectation.

Seeks customer feedback to

improve internal processes

Rarely seeks feedback

from the customers on

the services offered to

them.

Seeks feedback from

the customers to

develop a clear

understanding of the

quality of services

offered, but fails to

respond to them.

Seeks and responds

to all customer

feedbacks on the

quality of services

offered.

Analyzes customer

feedback within the

internal team to

improve the internal

processes.

Analyzes customer feedback

involving all the

stakeholders to improve the

policies and processes.

Cultivates relationships with

customers both within and

outside the organization with a

long term perspective.

Takes few steps to

maintain relationship

with customers.

Maintains periodic

contact with the

customers.

Maintains regular

and informal contact

with the customers.

Uses all the available

opportunities to

cultivate relationship

with the customers.

Strategically and

systematically evaluates

new opportunities to

develop long term

relationships with the

customers.


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Competency : Team workingDefinition: Builds and leads a cohesive team to work in collaboration with other teams to achieve desired results.



Relates well to people across levels and

functions

Relates to certain

people on the basis

of levels and

functions.

Relates to most


levels and functions.

Relates to all the



within the

organization.

Relates to all the



within and outside

the organization.

Creates and

facilitates forums to

develop new

alliances and formal

networks.

Establishes and drives shared values andnorms in the team

Takes little initiativeto establish shared

values and norms in

the team and /or

doesnot adhere to

them personally.

Helps the team toestablish shared

values and norms in

the team , but rarely

adheres to them

personally.

Mostly adheres toshared values and

norms personally in

the team

Consistently adheresto shared values and

norms personally in

the team.

Ensures that sharedvalues and norms are

adhered to by self

and each of the team

members.

Provides direction to the team by

setting clear expectations

Fails to set the

expectations from

the team.

Sets ambiguous

expectations from

the team withoutdefining the roles and

the action plan.

Sets clear

expectations from

the team withoutdefining the roles and

the action plan.

Sets clear

expectations from

the team and definesthe roles and the

action plan to achieve

them.

Sets clear

expectations from

the team andfacilitates the team

to define the roles

and the action plan

to achieve them.

Involves people (from own and different

teams) to achieve work group objectives

Makes plans and

takes decisions

without involving the

concerned people(who may contribute

in meeting the work

group objectives).

Involves concerned

people from within

the function in

getting the inputs butmakes plans and

takes decisions

independently.

Involves concerned

people from within

the function in

getting inputs,making plans and

taking decisions.

Involves concerned

people from within

the organization in

getting inputs,making plans and

taking decisions.

Involves concerned

people from within

and outside the

organization ingetting inputs,

making plans and

taking decisions.


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Takes steps to remove organizational

barriers to collaboration and teamwork

Avoids or ignores

organizational

barriers to

collaboration andteamwork.

Sometimes takes

steps to remove

existing

organizationalbarriers to

collaboration and

teamwork.

Always takes steps to

remove existing

organizational

barriers tocollaboration and

teamwork.

Breaks down barriers

(structural,

functional, cultural)

to collaboration andteamwork.

Proactively identifies

potential

organizational

barriers tocollaboration and

teamwork and works

towards removing

them.

Acknowledges and recognizes team

achievements

Misses opportunity to

acknowledge team

achievements.

Acknowledges

significant team

achievements.

Recognizes and

praises team for its

significant

achievements andefforts.

Publicly celebrates

significant team

achievements as well

as efforts.

Helps in instituting

processes and

systems to identify

significant teamachievements and

recognize them.


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Competency : Developing JuniorsDefinition: Plan and support initiatives to ensure the availability and development of the talent needed to meet current and future organizationgoals.



Understands and motivates key talent in

order to retain them

Has limited

understanding of

motivational needs ofkey talent.

Understands the

motivational needs of

key talent but isunable to meet these

needs.

Makes personal

efforts to meet the

motivational needs ofkey talent in order to

retain them.

Plans resources to

meet motivational

needs of key talent toretain them.

Helps in instituting

organization-wide

systems andprocesses to retain

key talent.

Uses structured approach to evaluate

capabilities, fitment and developmental

needs of juniors

Selects juniors with

minimal or

inadequate abilities

and assigns tasks to

them without

considering their

abilities.

Selects juniors and

assigns tasks to them

as per their abilities.

Uses structured

approach to assess

abilities and fitment

of juniors and

facilitates

preparation of their

development plans.

Puts in personal time

and effort to meet

the development

needs of juniors.

Implements

comprehensive staff-

development

strategies.

Employs tracking

mechanisms to

assure attainment of

overall people

development goals.

Guides and coaches juniors to enhance

skills

Spends little time in

guiding and coaching

juniors.

Regularly shares

expertise with juniors

to enhance skills.

Shares experiences

and discusses how to

handle current or

anticipated jobsituations.

Keenly observes the

performance of

juniors and provides

specific feedback tothem to enhance

their skills.

Coaches the

application of skills in

"On The Job"

situations.


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Promotes a culture of continuous

learning and development in the team

Provides little

support to

help others identify

andwork on their

development

objectives.

Ensures that

resources and time

are available for

developmentactivities.

Engages in

development and

career planning

dialogues withjuniors.

Provides long-term

direction for meeting

learning needs of

juniors.

Helps in formulating

organization-wide

policies and

processes to promoteand support

continuous learning

and improvement.

Encourages new ideas, initiatives and

provides support

Shows caution and

resistance to

accepting new ideas

and provides little

encouragement tonew initiatives.

Shows acceptance to

new ideas and

initiatives.

Encourages juniors to

challenge

conventional

approaches and take

new initiatives.

Sponsors

experimentation of

new ideas and

initiatives.

Develops an

environment that

nurtures creative

thinking, questioning

and experimentation.

uil - ion competencies (2)

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