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Creating a CompetencyBased Training Program

August 31, 2011 1:00 p.m. CT


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WHAT WELL COVER TODAY:

What is Competency-based training? How to implement Competency-based training How to utilize needs and performance analysis? Identifying and establishing cored competencies Identifying performance gaps Competency mapping to create individual development plans

TRADITIONAL TRAINING MODEL


Time-based
Instructor-led and directed Test to ensure understanding of concepts Not on-demand or just-in-time

WHAT IS COMPETENCY-BASED TRAINING?


Learner focused
Skills, knowledge or behavior Focus on meeting strategic objectives

Key Characteristics of CBT:


Clearly defined path through the development process Knowledge Is gained with the purpose of supporting performance Blended resources and support materials to maximize effectiveness Self-paced and learner focused Mastery of knowledge or skills

ADVANTAGES OF CBT PROGRAMS


Focused on the success of each learner Learners build confidence and gain motivation
Training is more efficient and effective

Implementing CBT
1. Begin with the end in mind 2. Identify core competencies needed to reach organizational objectives 3. Establish job role standards 4. Assess each employees current level in comparison to desired level 5. Identify performance gaps 6. Develop Individual Development Plans (IDPs) 7. Assess performance after IDP

IMPLEMENTATION PROCESS

Needs Analysis

Core Competencies

Skills Assessment

Development of an IDP

STEP 1. NEEDS ANALYSIS

STEP 1. NEEDS ANALYSIS

Get a broader picture Establish benchmarks

Performance indicators
Historical and statistical documentation

STEP 2. COMPETENCIES

STEP 2. ESTABLISH COMPETENCIES

Specific skills and key behaviors Based on your unique organizational strategies and challenges What aptitudes and capabilities are critical for organizational success? What are common traits and characteristics of top your top performers?

STEP 3. SKILL GAPS

COLLECTING SKILL GAP DATA

Get a broader picture

Establish benchmarks
Performance indicators Historical and statistical documentation

STEP 4. INDIVIDUAL DEVELOPMENT PLANS

Integrating with Talent Management


Recruiting/ Hiring

Compensation

Core Competencies

Development

Assessment/
Promotion

Sample Service Skills Assessment


Core Competency

Key Behaviors

Automatically generated based on employees job role, competencies and standards assigned to that role.

Sample Service Gap Analysis

Overall rating Core Competency

Development activities

Variance from standard

Development activities are assigned based on variance from the job role standard and form the basis for the IDP.

Individual Development Plans


Development Activities

IDPs target specific gaps and challenges of each employee.

SAMPLE CUSTOMER SERVICE COMPENTENCIES


Organizational Goal: Increase customer retention by 15%

Strategies and Action Plans: Increase customer service skills Target all customer-facing employees, their managers and executives of the organization

SAMPLE CUSTOMER SERVICE COMPENTENCIES


Core Competencies: Concern for quality Developing others Flexibility Decision making Team work Relationship building Achieving results Initiative Communication Inspire trust and confidence Service orientation

1. Concern for quality 2. Communication 3. Service Orientation

CUSTOMER SERVICE COMPETENCIES


Competency: Communication
Key Behaviors: Organize and express ideas clearly orally and in writing. Keep managers and others informed of the status of projects and activities Development Activities: Organize to Remember Communicate to Increase Understanding

CUSTOMER SERVICE COMPETENCIES


Competency: Concern for Quality
Key Behaviors: Follows procedures to ensure quality output. Encourages people to maintain high standards of quality and thoroughness. Development Activities: Continual Quality Improvement Quality Focused Management Standards of Procedure Guide

CUSTOMER SERVICE COMPETENCIES


Competency: Service Orientation
Key Behaviors: Responds to customer requests in a timely manner. Proactively identifies customer needs.

Development Activities: Excelling at Customer Service Simulation The Voice of the Customer

SAMPLE LEADERSHIP COMPETENCIES


Core Competencies: Building commitment Developing others Strategic thinking Decision making Influencing others Relationship building Achieving results Managing performance Communication Inspire trust and confidence Purpose, principles and vision

1. Strategic Thinking 2. Managing Performance 3. Influencing Others

SAMPLE LEADERSHIP COMPETENCIES


Competency: Strategic Thinking
Key Behaviors: Sees connections among diverse sources. Turns strategy into action.
Development Activities: Systems Thinking and Models Planning and Implementing a Business Strategy

SAMPLE LEADERSHIP COMPETENCIES


Competency: Managing Performance
Key Behaviors: Communicates expectations to diverse workforce. Motivates employees.
Development Activities: Communication Vision Managing Cross Generational Teams

SAMPLE LEADERSHIP COMPETENCIES


Competency: Influencing Others
Key Behaviors: Understands employee motivations and needs. Leads by example and does not micromanage.
Development Activities: How to Win Friends and Influence People Building Influence as a Leader

Sample Competency Course Map

Job Family Customer Service

Job Role Manager

Competency Goal Attainment

Key Behavior Planning

6 KEY STEPS FOR CBT:

1. Identify Organizational Goals/Training Needs 2. Establish Core Competencies 3. Assess Current Ability 4. Identify Gaps 5. Assign Development Activities 6. Post-Assessment

For Additional Info. www.bizlibrary.com 888.432.3077

Chris Osborn cosborn@bizlibrary.com 888.432.3077 ext. 144

Thank you!

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