Competency Identification / Assessment
Your leaders and team members need to know about, and develop, both core and job-specific competencies (knowledge, skills and abilities) that ensure personal and organizational success.
Learnware Design will work with the key high performers in your organization to identify and document the specific knowledge (”know about”) and skills (”be able to”) statements that clearly explain what makes the performer(s) effective. Then an overall visual representation or architecture is designed to show the interrelationships among, and between, the various competencies.
- Job Profiles Documentation
- Competency Identification and Assessment
- Competency Architecture Design
Case Study - Fidelity Investments Inc.
Challenge:
Fidelity Investments Inc., a large mutual company, hires more than fifty new Inbound Telephone Service Representatives each year to handle the increased volume of calls during the RRSP season. They needed a system to quickly train these new employees to effectively and efficiently respond to, and answer, client questions.
Process/Solution:
- Conducted a two-day competency analysis of the Inbound Telephone Service Representative position with a team of experienced TSRs and supervisors
- Documented the Tasks List, Tasks Overview, Learning Blueprint, and Learning Architecture for the Inbound Telephone Service Representative position
- Determined the specific tasks the TSRs would need to perform as well as the questions they would need answer, including where to find the answers
- Designed and produced a Coaching and Training Handbook for use by the management team as well as a Handbook for New Hires for new Telephone Service Representatives so they could quickly become aware of the learning and coaching requirements.
Value-Added Outcomes:
Designed a knowledge acquisition and enhancement “Quiz Bowl” process, based on the knowledge questions built into the Learning Blueprint, used during the training as well as on-the-job to reinforce and enhance job knowledge.
Results:
The client knows exactly what needs to be learned by new TSRs, in what sequence, to what level of recall, and based on what learning resources and tools. Training of new TSRs, during times of high hiring activity, can be initiated and completed quickly and efficiently, with little, if any, negative impact on the provision of high quality customer service.