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  Competency Modeling: A Holistic Approach to Delivering Service Excellence  
 


 
What is a Competency Model?
 
In the early 1960s, David C. McClelland, a former Harvard psychologist, at the request of the U.S. Foreign Service, developed a new model that could predict human performance. In his work, we find the origins of the field of competence measurement.
 
Many definitions of competency exist, we frequently reference Scott Parry's version which defines competency as:

  1. A cluster of related knowledge, attitudes, and skills that affets a major part of one's job;
  2. that correlates with performance on the job;
  3. that can be measured against well-accepted standards;
  4. and that can be improved via training and development.
How can a Competency Model improve the deliver of services?
 
Bachmann Global recognizes that improving competence holds the key to delivering service excellence.
 
Each member of the organization must understand the competencies required to deliver service excellence, must know how to measure their ability to deliver those competences, and must have access to resources so they can develop their competencies when they fall short.
 
Competency drives performance, but it is not an equivalent or substitute for performance. Performance management measures both results and what is required to improve those results. There are two separate issues.
 
Developing a Competency Model™
 
Bachmann Global uses the following process for developing competency models:
 
Phase 1: Set model parameters: size and guidelines
Phase 2: Conduct literature review
Phase 3: Conduct interviews and focus groups
Phase 4: Observe and interview high performers
Phase 5: Benchmark external organizations
Phase 6: Model experts
Phase 7: List competencies and identify major behavioral indicators
Phase 8: Categorize the data
Phase 9: Generate prototype competency model
Phase 10: Validate prototype model
Phase 11: Test and finalize model
Phase 12: Publish the model
 
Designing the applications of the model™
 
At Bachmann, we believe that a well-crafted competency model must be in place in order to have a holistic approach human resource management. From this model, we put derive the entire human resource system and develop the following applications:
  • Selection System: Assessment, Job-Person Matching for Recruitment, Placement, Retention and Promotion
  • Performance Management
  • Succession Planning
  • Development and Career Pathing
  • Integrated Human Resource Management
  • HRIS population
 
   
   
 
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