Core competencies and workforce competencies are what differentiates an organization from its competitors and enables it to deliver superior products and services. Rajesh will cover the essentials of a competency framework and how it aligns processes like recruitment, career development, workforce planning, training, performance management and compensation to deliver short term and long term goals of an organization.

1. Organizational Excellence
Orchestrating
Through an Effective
Performance Competency Framework
Rajesh Naik
Consulting Partner
QAI India Ltd.
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2. Brought to you by
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
Orchestrating
Performance
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3. Brought to you by
What is Competency?
Underlying characteristic of an individual that is
causally related to effective or superior performance
in a job
-Competence at Work, Spencer and Spencer
• 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
Orchestrating
Performance
• Possessed by an individual doing the job
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4. Brought to you by
What is Competency?
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)
Organizational/ workforce
Competency/ Job Clusters
a cluster of knowledge, skills and Organizational/ workforce
individual should develop to perform Competencies (Job Clusters)
a particular type of work in the
organization
Orchestrating
Performance Role Based Competency
an underlying characteristic of an K,S & K,S & K,S & K,S &
individual that is causally related to Process Process Process Process
effective or superior performance Abilities Abilities Abilities Abilities
(Spencer 1993)
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5. Brought to you by
Design of a Competency Framework
Identify Identify Identify
Job Clusters Roles Competencies
Create Define Define
Assessment Tools Proficiencies Competencies
Orchestrating Create
Performance
Role-Competency- Proficiency
Mapping
Assessment Framework
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6. Brought to you by
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
Software Development
Quality Management
Project Management
Facilities & Admin
Sales & Marketing
Business Analysis
HR and Learning
Software Testing
IT Infrastructure
Finance& Legal
Orchestrating
Performance
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7. Brought to you by
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
Orchestrating
Performance
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8. Brought to you by
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
Expected Results
Orchestrating
Performance
Competencies
Tasks
Role
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9. Brought to you by
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”
Orchestrating
Performance • 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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10. Brought to you by
Proficiencies
• Extent of the competency
• Typically on a scale (e.g., 0-5), where
– 0- Not At All
– 5- Subject Matter Expert / Master/ Guru
Orchestrating
Performance
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11. Brought to you by
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.
Expected
Flexible people recognize the multiple viewpoints and can ROLE : PROJECT MANAGER Proficiency
flexibly apply the most suitable solution in a given situation
in the context of a larger objective Behavioral
Achievement Orientation 3
Creativity 2
0 Not flexible at all; Rigid Service Orientation 4
1 Able to defer the decision till other viepoints are heard People Orientation 3
2 Able to appreciate others viewpoints Flexibility 3
Ability to Communicate 3
3 Able to appreciate others viewpoints and generate alternate Assertiveness 4
viewpoints himself/ herself Quality Orientation 3
4 Able to change one's behaviour dynamically, depending on
the situation Functional/ Technical
Estimation 4
5 Able to coach and train others to adapt flexible behaviour Project Monitoring 4
Orchestrating Managing Finances 2
Scheduling 3
Performance Metrics and Reporting 4
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12. Brought to you by
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
Please note:
• Some competencies (technical) can change at a fast rate
• Some competencies (behavioral) change very slowly
Orchestrating
Performance
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13. Brought to you by
Competency Framework in Action – Hiring Domain Competency Projection Present
Reqd by Dec '03 JOB PROFILE
Project Manager
Present
Identify a
Domain Competency Projection Short Description Leading and managing large projects or multiple small projects with the aim
Reqd by Dec '03 of completing projects on JOBand on budget to the desired quality,
time PROFILE
economically, successfully and to the satisfaction of the customer. Also,
80 Project Manager
developing repeat business from exis Under
Main Tasks NA Indepen- Guiding
Present Short Description Leading and managing large projects or multiple small projects with the aim
Domain Competency Projection60 Guidance dent Others
of completing projects on time and on budget to the desired quality,
JOB PROFILE
Business responsibility with P & L responsibility √
Reqd by Dec '03 economically, successfully and to the satisfaction of the customer. Also,
vacancy in terms
80
40
Custom er Mgm t (Develop and Manage existing custom er Project Manager
developing repeat business from exis Under
√
Main Tasks
Analyze, Design and Implement software solutions NA Indepen- Guiding
√
Plan & execute projects / modules within pre - determ ined Leading and managing large projects or multiple small projects with the aim
Short Description
Guidance √
dent Others
60 People Mgm tBusiness responsibility with P & L responsibility completing projects on JOBand on budget to the desired quality,
of time PROFILE √
20 that includes m obilization, m otivation and √
Takes part inCustom er Mgm with new prospect economically, successfully and to the satisfaction of the customer. Also,
sales process t (Develop and Manage existing custom er √
40
Project Manager
developing repeat business from exis Under
√
80 0 Proposal / Contract Mgmt Main Tasks
Analyze, Design and Implement software solutions √
NA Indepen- Guiding
√
Plan Short Description √
Knowledge Mgm t & execute projects / modules within pre - determ ined Leading and managing large projects or multiple small projects with the aim
√
Hospital Hotels Airlines Education Guidance dent Others
of the Role
20 Quality Management Mgm t that includes m obilization, m otivation and √
of completing projects on time and on budget to the desired quality,
60 People Business responsibility with P & L responsibility √√
part inCustom er Mgm t (Develop and Manage existing custom er Productive and to the satisfaction of the customer. Also,
Takes Knowledge/ process with new prospect
sales Skills NR economically, successfully Master
Novice √ √
Project Managem ent TechniquesMgmt
Proposal / Contract Design and Implement software solutions developing repeat business from exis Under
Main Tasks √√
NA Indepen- Guiding
0 Analyze, √
40 MPP Knowledge Mgm t & execute projects / modules within pre - determ ined √√
Hospital Hotels Airlines Education Plan Guidance √
dent Others
Es tim ation Method (IFPUG or FFP)
Quality Management Mgm t that includes m obilization, m otivation and √ √
People Business responsibility with P & L responsibility √√
20 Statistical Methods (7 QC Tools)Knowledge/ process with new prospect
sales Skills NR √
Takes part in Custom er Mgm t (Develop and Manage existing custom er Productive
Novice Master
√ √
Profile
Proposal / Contract Design and Implement software solutions √
Metrics Tool Project Managem ent TechniquesMgmt
Analyze, √√ √
0 One of SSAD/ OOAD Techniques
MPP √
Knowledge Mgm t & execute projects / modules within pre - determ ined √√
Plan √
Hospital Hotels Airlines Education Requirements ManagemMethod (IFPUG or FFP)
Es tim ation ent with DOORS √
Quality Management Mgm t that includes m obilization, m otivation and √ √
People √
Rational Rose or Sys tem Architect QC Tools)
Statistical Methods (7 √ √
TakesKnowledge/ process with new prospect
part in sales Skills NR Novice Productive Master √
One CM Tool Metrics Tool or Clearcase)
(VSS or PVCS √ √
Project Managem ent TechniquesMgmt
Proposal / Contract √√
One Language Skills (C++,OOAD etc.)
One of SSAD/ JAVA, Techniques
MPP Knowledge Mgm t √√ √√
One Test Tool (Team Test or Segue orent with DOORS
Mercury)
Requirements ManagemMethod (IFPUG or FFP) √ √
Es tim ation Quality Management √ √
Domain Knowledge (one of or Sys temHotel, Airline,
Rational Rose Hospital, Architect √ √
Statistical Methods (7 QC Tools) Knowledge/ Skills NR √
Novice Productive Master
JOB PROFILE Technology Knowledge (one of client server, IBM
One CM Tool Metrics Tool or Clearcase)
(VSS or PVCS √√ √
m ainframe, Web Bas ed, eCom merce) Project etc.) Managem ent Techniques √
Project Manager One Language Skills (C++,OOAD Techniques
One of SSAD/MPP JAVA, √√ √
Our QMS One Test Tool (Team Test or Segue orent with DOORS
Mercury)
Requirements ManagemMethod (IFPUG or FFP) √ √ √
Es tim ation √
Short Description Leading and managing large projects or multiple small projects with the aim Industry Quality StandardsRational Rose or Sys temHotel, Airline,
Domain Knowledge (one of Hospital, Architect
(ISO & CMM) √√ √
Statistical Methods (7 QC Tools) √
of completing projects on time and on budget to the desired quality, English-Written Comm unication Tool (VSSclient server, IBM
Technology Knowledge (one of or PVCS or Clearcase)
One CM Metrics Tool √√√ √
economically, successfully and to the satisfaction of the customer. Also, English-Oral m ainframe, Web Bas ed, eCom merce) JAVA, etc.)
Com m unication Language Skills (C++, √ √
Add specific
One One of SSAD/ OOAD Techniques √
developing repeat business from exis Under English-Presentation
Our QMS One Test Tool (Team Test or Segue orent with DOORS
Requirements Managem Mercury) √ √ √
Main Tasks NA Indepen- Guiding √
Education &Quality Standards Rational Rose Hospital,least one of the following:
Industry Training & Knowledge (one of or SysAt Hotel, Airline,
Domain Qualifications
(ISO & CMM) tem Architect √√ √
Guidance dent Others
English-Written Comm unication Tool (VSSclient server,equi) with 9 yrs experiece in IT
Technology Knowledge (one of or PVCS(or Clearcase)
One CM BSc or IBM √
√√
Business responsibility with P & L responsibility √
English-Oral m ainframe, Web Bas ed, eCom merce) (or equi) with 5 yrs experience in IT
Com m unication Language Skills (C++, JAVA, etc.)
One BE √ √
Custom er Mgm t (Develop and Manage existing custom er √
English-Presentation
Our QMS One Test Tool (Team Test (or SeguewithMercury)
ME or equi) or 3 yrs experience in IT √ √ √
Analyze, Design and Implement software solutions √
Plan & execute projects / modules within pre - determ ined √ Education &Quality Standards (ISO & CMM)of Hospital,least one of the following:
Attitudes Training & Knowledge (one
Industry Domain Qualifications NR Learning Airline,
At Hotel, Average Excellent √ √
competencies People Mgm t that includes m obilization, m otivation and √ Custom er Focus English-Written Comm unication BSc (or equi) √
Technology Knowledge (one of client server, IBM with 9 yrs experiece in IT √√
Takes part in sales process with new prospect √ Helpfullness to Peers English-Oral Com m unication Bas ed, eCom merce) (or equi) with 5 yrs experience in IT
m ainframe, Web BE √ √
Proposal / Contract Mgmt √ Problem Solving English-Presentation
Our QMS √
ME (or equi) with 3 yrs experience in IT √ √
Knowledge Mgm t √ Support to Juniors Education &Quality Standards (ISO & CMM)
Attitudes Training & QualificationsNR
Industry √
Learning of the following:
At least one Average Excellent √
Quality Management √ Initiative Custom er Focus English-Written Comm unication BSc (or equi) with√9 yrs experiece in IT
√ √
Knowledge/ Skills NR Novice Productive Master
Support to Seniors
Helpfullness to Peers English-Oral Com m unication BE (or equi) with √ yrs experience in IT
5 √ √
required for:
Project Managem ent Techniques √ Problem Solving English-Presentation √
ME (or equi) with 3 yrs experience in IT √
MPP √ Support to Juniors Education & Training & Qualifications
Attitudes NR √
Learning of the following:
At least one Average Excellent
Es tim ation Method (IFPUG or FFP) √ Initiative Custom er Focus √ √
BSc (or equi) with 9 yrs experiece in IT
Statistical Methods (7 QC Tools) √ Support to Seniors
Helpfullness to Peers BE (or equi) with √ yrs experience in IT
5 √
Metrics Tool √ Problem Solving √
ME (or equi) with 3 yrs experience in IT
One of SSAD/ OOAD Techniques √ Support to Juniors Attitudes NR √
Learning Average Excellent
Requirements Managem ent with DOORS √ Initiative Custom er Focus √ √
•the project/ dept
Rational Rose or Sys tem Architect √ Support to Seniors
Helpfullness to Peers √ √
One CM Tool (VSS or PVCS or Clearcase) √ Problem Solving √
One Language Skills (C++, JAVA, etc.) √ Support to Juniors √
One Test Tool (Team Test or Segue or Mercury) √ Initiative √
Domain Knowledge (one of Hospital, Hotel, Airline, √ Support to Seniors √
Technology Knowledge (one of client server, IBM √
m ainframe, Web Bas ed, eCom merce)
•long term org. needs Our QMS
Industry Quality Standards (ISO & CMM)
English-Written Comm unication
English-Oral Com m unication
English-Presentation
√
√
√
√
√
Education & Training & Qualifications 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
Attitudes NR Learning Average Excellent
Custom er Focus √
Helpfullness to Peers √
Problem Solving √
Support to Juniors √
Initiative √
Support to Seniors √
Orchestrating
Performance Use Role Profiles during
selection
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