Nidhi Hr Thesis 2

8/12/2019 Nidhi Hr Thesis 2

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IIPM NEW DELHI

COMPETENCY MAPPING OF FRONT-LINE STAFF-ASTUDY IN RELATION TO THE RETAIL SECTOR

PRESENTED BY- NIDHI UPADHYAY


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ABSTRACT

To undert !e n "n-de#t$ %tud& o' t$e (o)#eten(& ) ##"n* #ro(e%% +$"($ "% ,e"n*

'o o+ed "n t$e or* n". t"on% / Ret " %e(tor0 A% +e % under%t nd t$e 'r )e+or! nd

t$e %&%te)1 n &."n* t$e e''e(t"2ene%% nd ")# "( t"on% o' t$e %&%te)0 And deter)"n"n*

+$et$er t$e #ro(e%% $e #% "n ")#ro2"n* #er'or) n(e e''e(t"2ene%%1 t$u% "dent"'&"n* +$ t

re t$e re % t$ t $ 2e to '"ne tuned or re+or!ed0

Research Methodology:

0 Re%e r($ te3 4u "t t"2e e5# or tor& re%e r($ nd 6u nt"t t"2e (on( u%"2e re%e r($

,0 Re%e r($ )et$od37In de#t$ "nter2"e+%- done 'or (u%to)er %%o(" te% nd re % e% ) n *er0

7Fo(u% *rou# )et$od

7Stru(tured 4ue%t"onn "re%

Tools of data collection

Pr") r& d t 3-T$e 6ue%t"onn "re% +" ,e u%ed to * u*e t$e #re'eren(e o' t$e (u%to)er8%

%%o(" te +$et$er t$e& re % t"%'"ed +"t$ t$e"r o+n ,e$ 2"or nd re t$e& *"2en t$e

re6u"red ttent"on0 Are % e% ) n *er +" %o ,e "n'or) & "nter2"e+ed 'or 9:-9; )"n0

Fo(u% *rou# d"%(u%%"on3-It +ou d ,e done to "dent"'& t$e ,e$ 2"or o' (u%to)er% +$et$er

t$e& re % t"%'"ed +"t$ t$e ,e$ 2"or o' t$e (u%to)er %%o(" te8% nd % e% ) n *er%0 It +"

(on%"%t o' # ne o' ##ro50

#eo# e0

Se(ond r& d t 3 - T$e %e(ond r& d t +" ,e (o e(ted t$rou*$ "nternet nd "ter ture

'ro) ,oo!% nd 2 r"ou% (o)# n"e% re#ort0

Co)#eten(& ) ##"n* "% t$e #ro(e%% o' "dent"'"( t"on nd de%(r"#t"on o' t$e (o)#eten("e%

t$ t re )o%t (r"t"( to #er'or) %u((e%%'u & *"2en ?o, or ro e or %et o' t %!% t

*"2en #o"nt o' t")e

@


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It (on%"%t% o' ,re !"n* *"2en ro e or ?o, "nto "t% (on%t"tuent t %!% or (t"2"t"e% nd

"dent"'&"n* t$e (o)#eten("e%


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CERTIFICATE F RI!I"A#IT$

T$"% "% to (ert"'& t$ t t$e t$e%"% $ % ,een (o)# eted under )& *u"d n(e0

I ##ro2e t$e t$e%"% % (o)# ete nd '"n +or! re6u"r"n* no 'urt$er

A ter t"on%

MR S n? & Go2"< 0P F"n n(e>B$ rt& Intern t"on


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T%ESIS A&&R 'A# #ETTER SE"T 'ER MAI#

De r Kanika,

T$"% "% to "n'or) t$ t t$e t$e%"% to#"( Competency Mapping of Front-Line Staff - A Study in Relation

to the Retail Sector. , a propo ed !y you , ha !een appro"ed .#hi email i an official

confirmation that you $ould !e doing your the i $ork under the guidance of Mr.

San%ay &o"il . Make it a comprehen i"e the i ' the o!%ecti"e of a the i hould !e

"alue addition to the e(i ting kno$ledge !a e.

P e %e en%ure t$ t t$e o,?e(t"2e% % %t ted ,& &ou "n &our %&no#%"% re )et u%"n* t$e

##ro#r" te re%e r($ de%"*n0

You )u%t + &% u%e t$e t$e%"% t"t e % ##ro2ed nd re*"%tered +"t$ u%0

Your A u)n" ID Nu),er "% DS68-H046

You re re6u"red to (orre%#ond +"t$ u% ,& %end"n* t e %t %"5 re%#on%e %$eet% to

T$e%"%0%% = ""#)0edu < 'or) t tt ($ed on* +"t$ t$"% ) " > t re*u r "nter2 %1 ,e'ore

9%t M & @::=


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Su) nt 0%$ r) ""#)0edu

P$one3 :9@ - ;:; :@ @

AC(" )#E*!EME"T

T$"% +or! "% %&ner*"%t"( #rodu(t% o' ) n& )"nd%0 I ) *r te'u 'or t$e "n%#"r t"on1

en(our *e)ent "n'or) t"on nd +"%do) o' ) n& re%our(e #eo# e +$o $e #ed )e to

,r"n* t$"% #ro?e(t "nto "'e0

I o+e )& %"n(ere *r t"tude to+ rd% 'o o+"n* #er%onne 'or t$e"r ende 2or%1 *u"d n(e nd

%u%t "ned $e # e5tended to )e dur"n* t$e (our%e o' t$"% #ro?e(t0

To the So+ereign #ord !od, Father and Creator of all things for his !race,

-isdom . energy/

Mr/ San0ay !o+il 1'&2Finance 3 Bharti International4

&rof/ Sumanta Sharma1*ean, pro0ects4

Mr/ 'i0ay (umar Boddu

To our lo+ed ones: parents, friends and colleagues for their prayers, lo+e,support and guidance/

5Teachers open the door, 6ut you must enter 6y yourself7
mailto:[email protected]:[email protected]


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C "TE"TS

84 Chapter28 Introduction &g 892 9

909 O2er2"e+90@ Br"e' ,out t$e * o, Ret " Indu%tr&90 E)er*"n* trend% "n t$e ret " "ndu%tr&90 Te($no o*& ")# (t90; Ind" n Ret " 3 A L r*e nd unor* n".ed Se(tor

90 C$ n*e% "n t$e Ret " Se(tor 90 Core (o)#eten("e% 'or Ret " "ndu%tr&

4 Chapter2 #iterature Re+ie- &g ;2;8

@09 De'"n"t"on o' Co)#eten(& M ##"n* @0@ Ste#% "n2o 2ed "n t$e #ro(e%%3 @0 Co)#eten(& ) ##"n*3 A Hu) n Re%our(e

A##ro ($ 'or G o, "."n* S(en r"o @0 Co)#eten(& Mode @0; Need 'or Co)#eten(& Fr )e+or!% @0 Ident"'"( t"on o' Ro e Co)#eten("e% @0 Co)#eten(& A%%e%%)ent @0= Co)#eten(& De2e o#)ent @0 I)#ort n(e o' Co)#eten(& B %ed Per'or) n(e M n *e)ent S&%te) @09: Co))on P"t' % "n ")# e)ent"n*

A (o)#eten(& ) ##"n* %&%te)

94 Chapter29 Methodology &g ; 2;9

090 Re%e r($ De%"*n 0@ S )# "n* 0 D t (o e(t"on )et$od% 0 Re%e r($ In%tru)ent%

;4 Chapter2 Reports on data collection &g ;;2


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09 Ident"'"ed Co)#eten("e% 'or 'ront- "ne %t '' 0@ Too % o' (o)#eten(& ) ##"n* 0 Co)#eten(& ) ##"n* o' UCB 0 T$e (o)#eten(& ) ##"n* o' ARROW


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#IST F FI! RES

8/ Fig28: Competency model for %R professionals &g2 ?

/ Fig : Competency Frame-or &g2 @

9/ Fig 9: Competency 6ased %R practices &g29

;/ Fig ;: Macro +ie- of Competency Management &g299

=/ Fig2=: Competency mapping of &antaloon &g2;?

>/ Fig2>: &rocess Map &g2


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&R DECT S$" &SIS

*etails of the Student:"ame: 2 (ani a 'ashishta

Batch: 2 S#r"n* Su))er @:: -@::=

Speciali ation: 2 Hu) n Re%our(e nd M r!et"n*

&hone "o: 2 @?8


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Competencies are becoming a frequently-used and written-about vehicle for

organizational applications such as:

7 De'"n"n* t$e ' (tor% 'or %u((e%% "n ?o,%


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Reason for choosing a particular research proposal:

O2er t$e # %t 9: &e r%1 $u) n re%our(e nd or* n". t"on de2e o#)ent #ro'e%%"on %

$ 2e *ener ted ot o' "ntere%t "n t$e not"on o' (o)#eten("e% % !e& e e)ent nd)e %ure o' $u) n #er'or) n(e0

Co)#eten("e% "n( ude t$e (o e(t"on o' %u((e%% ' (tor% ne(e%% r& 'or ($"e2"n* ")#ort nt

re%u t% "n %#e("'"( ?o, or +or! ro e "n # rt"(u r or* n". t"on0

E2 u t"on o' #er'or) n(e "% n ")#ort nt d")en%"on0 E2 u t"on %&%te)% %$ou d ,e

de%"*ned to )ot"2 te #eo# e to #er'or) ,etter nd "t %$ou d ,e ' re nd tr n%# rent /

*etails of the External guide: N )e 3 Mr0 S n? & Go2"

4u "'"( t"on 3 MBA "n B$ rt& Intern t"on

9@


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Chapter28

I"TR * CTI "8/8 +er+ie-

W"t$ ($ n*"n* ,u%"ne%% %(en r"o nd ne+ ($ en*e% e)er*"n* "n t$e (o)#et"t"2e +or d1

%u((e%%'u #er'or) n(e "n n& ?o, t %! $ % t !en (r"t"( # (e1 'or or* n". t"on

%u((e%%0 Co)#eten(& ) ##"n* "% one %u($ #ro(e%% t$ t $e #% "n "dent"'&"n* nd ) ##"n*

(o)#eten("e% re6u"red 'or %u((e%%'u #er'or) n(e "n # rt"(u r ro e0 Co)#eten(&

) ##"n* nd %%e%%)ent $ % * "ned # r )ount ")#ort n(e "n or* n". t"on%1 'or !ee#"n*

#eo# e de2e o#)ent %tr te*"e% nd #ro(e%%e% "n %&n( +"t$ or* n". t"on *ro+t$

o,?e(t"2e% nd ) 5")"."n* t$e ut" ". t"on o' $u) n #otent" 0

Cre t"n* (o)#eten(& , %ed (u ture nd %&%te)% "n or* n". t"on% re t$e need o' t$e $our0

T$"% (re te% de) nd 'or HR #ro'e%%"on % to $ 2e %#e(" ".ed %!" % nd $ 2e

(ont"nuou% u#-*r d t"on o' !no+ ed*e0

Wor!"n* on %o ut"on% to $e # t$e Ret " Indu%tr& "n ddre%%"n* t$e 'ront- "ne %t ''

C$ en*e% round H"r"n*1 Tr "n"n*1 nd Retent"on0

So ut"on% %$ou d ,e de2e o#ed , %ed on t$e ret " "ndu%tr&8% #r"or"t"e% to ddre%% "%%ue%

%u($ %3

Recruitment and Retention: Ret " e)# o&er% %tru** e to ttr (t nd ret "n t$e

,e%t nd ,r"*$te%t e)# o&ee% ,e( u%e o' t$e )"%#er(e#t"on t$ t ?o,% re o+-+ *e

nd (! *ro+t$ #otent" 0 In re "t&1 tod &8% ret " "ndu%tr& "% d&n )"( +"t$

d"2er%e ( reer dder% (o2er"n* +"de r n*e o' '"e d% "n( ud"n*3 "n'or) t"on

te($no o*&1 ) r!et"n*1 (o))un"( t"on%1 o%% #re2ent"on1 '"n n(e1 nd

)er($ nd"%e %our("n*0 Competency Models: T$ou*$ t$e ret " "ndu%tr& $ % %t rted +or! on "n"t"

tr "n"n* )ode % nd %!" % (ert"'"( t"on%1 t$e& re not &et u%ed (on%"%tent & (ro%%

t$e "ndu%tr& to ,u" d %!" % (o)#eten(& re6u"re)ent% 'or #o%"t"on% t e2e % nd

to en(our *e ( reer *ro+t$0 Ret " er% re %tru** "n* to ttr (t 6u "'"ed

"nd"2"du %1 tr "n t$e)1 nd $ 2e t$e) d2 n(e t$e"r ( reer%0

9


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*i+ersity: In n "n(re %"n* & d"2er%e %o("et&1 )u t" "n*u e)# o&ee% re

de%"r , e0 Ret " er% re (u%to)er %er2"(e dr"2en nd need +or!er% to %#e ! t$e

n*u *e% o' t$e"r (u%to)er , %e0 L")"ted En* "%$ Pro'"("en(& "% #ro, e)

% +or!er% ) & %#e ! t$e n*u *e o' (u%to)er%1 ,ut (! , %"( En* "%$ n*u *e

nd "ter (& %!" % to #er'or) ?o, 'un(t"on%0

Co)#eten(& "% %t nd rd".ed re6u"re)ent 'or n "nd"2"du to #ro#er & #er'or)

%#e("'"( ?o,0 It en(o)# %%e% (o),"n t"on o' !no+ ed*e1 %!" % nd ,e$ 2"or ut" ".ed to

")#ro2e #er'or) n(e0 More *ener &1 (o)#eten(& "% t$e %t te or 6u "t& o' ,e"n*

de6u te & or +e 6u "'"ed1 $ 2"n* t$e ," "t& to #er'or) %#e("'"( ro e0 For "n%t n(e1

) n *e)ent (o)#eten(& "n( ude% t$e tr "t% o' %&%te)% t$"n!"n* nd e)ot"on

"nte "*en(e1 nd %!" % "n "n' uen(e nd ne*ot" t"on0

Co)#eten(e "% %o u%ed to +or! +"t$ )ore *ener de%(r"#t"on% o' t$e re6u"re)ent% o'

$u) n ,e"n*% "n or* n". t"on% nd (o))un"t"e%0 E5 )# e% re edu( t"on% nd ot$er

or* n". t"on% +$o + nt to $ 2e *ener n*u *e to te +$ t *r du te o' n

edu( t"on )u%t ,e , e to do "n order to *r du te or +$ t )e),er o' n or* n". t"on "%

re6u"red to ,e , e to do "n order to ,e (on%"dered (o)#etent0 An ")#ort nt det " o' t$"%

##ro ($ "% t$ t (o)#eten("e% $ 2e to ,e (t"on (o)#eten("e%1 +$"($ )e n% &ou %$o+

"n (t"on1 t$ t &ou re (o)#etent0 In t$e )" "t r& t$e tr "n"n* %&%te)% 'or t$"% !"nd o'(o)#eten(e "% ( ed Art"'"(" E5#er"en(e1 +$"($ "% t$e , %"% 'or %")u tor%0

8/ Brief a6out the !lo6al Retail Industry

Ret " 1 +"t$ tot % e% o' J 0 tr" "on1 "% t$e +or d8% r*e%t #r"2 te "ndu%tr& $e d

'"n n(" "ndu%tr"e% J;09 tr" "on0 It "% %o $o)e to nu),er o' t$e +or d8% r*e%t

enter#r"%e%0 O2er ;: o' t$e 'ortune ;:: (o)# n"e%1 nd round @;o' t$e A%" n to# ;::

(o)# n"e%1 re ret " er%0 T$e "ndu%tr& ((ount% 'or o2er =K o' t$e GDP "n +e%tern

e(ono)"e%0 T$e e2e o' (on%o "d t"on +"t$"n e ($ (ountr& $ % "n(re %ed %"*n"'"( nt &

o2er t$e %t 'e+ de( de%0 T$"% "% )o%t ) r!ed "n t$e *ro(er&1 +$ere r*e ($ "n% $ 2e

e2er *ed %u#er"or %( e% o' o#er t"on% nd %our"n* to ( #ture %$ re 'ro) t$e unor* n".ed

9


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# &er%1 +$" e o''er"n* (on%u)er% t$e ,e%t #r"(e0 T$"% trend $ % ed to or* n".ed net+or!%

( #tur"n* u# to =:K o' t$e *ro(er"e% ) r!et "n t$e de2e o#ed e(ono)"e%0

Tr d"t"on &1 )o%t ret " er% $ 2e $ d 2er& o( ".ed o#er t"on%0 T$"% o( ".ed n ture o'

t$e "ndu%tr& "% ($ n*"n* % ret " er% ' (e o+ r te% o' *ro+t$ nd t$re tened #ro'"t ," "t&

t $o)e0

Ne+ *eo*r #$"e% +" $e # t$e) %u%t "n to#- "ne *ro+t$ % +e % #er)"t * o,

%our("n*0 Furt$er1 * o, ) r!et% +" #ro*re%%"2e & *et e %"er to t # % #rodu(t ) r!et

, rr"er% re 5ed nd % t %te (on2er*e0

Pro'"t% "n ret " $ 2e %te d" & ,een r"%"n* nd $ 2e *ener ted 9=K %$ re$o der return%

,et+een 9 nd 9 0 S"*n"'"( nt &1 ret " "% one o' t$e r*e%t e)# o&er%1 ((ount"n*'or "n%t n(e 9 K o' t$e U0S +or!'or(e0 F (tor% %u($ % %( e "n %our("n*1 )er($ nd"%"n*1

o#er t"on e''e(t"2ene%% nd ),"en(e $ 2e dr"2en t$e %#re d o' or* n".ed ret " 0

Gro(er"e%1 e e(tron"(% re e5 )# e% o' ( te*or"e% t$ t (o)#ete on t$e %tren*t$ o' ,etter

#r"("n*1 +$"($ "n turn "% dr"2en ,& %u#er"or %our("n* nd )er($ nd"%"n* nd (o%t-e''"("ent

o#er t"on%0 W -M rt1 Ho)e De#ot nd "n*'"%$er re ,en($) r! ret " er% "n t$e%e

'"e d%0

In apparel, $o)e 'urn"%$"n*% nd 'urn"ture1 t$e d2 nt *e "% dr"2en ,& t$e ) r!eter8%

," "t& to #ro2"de ,etter #rodu(t% "n (o)'ort , e ),"en(e t ''ord , e #r"(e%0 In t$e%e

( %e% %our("n* ( # ," "t"e% $ % to ,e , (!ed ,& %tron* de%"*n ( # ," "t& nd %tore

) n *e)ent0 I EA nd GAP re *ood e5 )# e% o' t$"% )ode o' ret " "n*0 O2er t$e %t

'e+ de( de%1 ret " 'or) t% $ 2e ($ n*ed r d"( &0 T$e , %"( de# rt)ent %tore% nd (o-

o#er t"2e% o' t$e e r & @:t$ (entur& $ 2e *"2en + & to ) %% )er($ nd"%er%1 $er) r!et%1

+ re$ou%e% ( u,%1 ( te*or& !" er%1 d"%(ounter% nd (on2en"en(e %tore%0 E ($ o' t$e%e

'or) t% $ % ,een dr"2en ,& t$e ) r!et8% need to o''er re e2 nt1 d"%t"n(t"2e nd e(ono)"(

#ro#o%"t"on% to n e2o 2"n* (on%u)er , %e0

G o, ret " er% $ 2e %o re ($ed #o%"t"on o' %tren*t$ t$ t en , e% t$e"r ,r nd to ,e

e2er *ed (ro%% +"de r n*e o' %er2"(e%0 M n& o' t$e) $ 2e e5# nded t$e"r o''er"n*1

9;


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17/83

2er& n ture o' t$e (u%to)er %e*)ent ,e"n* ddre%%ed + % )o%t t$e % )e0 T$e

(o)#uter / % 22& "nd"2"du % + % %o %u, %e*)ent o' t$e %tore 're6uent"n* tr ''"(0

Intern t"on &1 t$e (on(e#t o' net %$o##"n* "% &et to ,e #ro2en0 And t$e #oor '"n n("

#er'or) n(e o' )o%t o' t$e (o)# n"e% o''er"n* 2"rtu %$o##"n* $ % re%u ted "n %tore-

, %ed ret " "n* re* "n"n* t$e u##er $ nd0 Ot$er 'or)% o' non-%tore %$o##"n* "n( ud"n*

2 r"ou% 'or) t% %u($ % ( t o*ue ) " order %$o##"n*1 d"re(t %e "n* nd %o on re

*ro+"n* r #"d &0 Ho+e2er t$e %".e o' t$e d"re(t ) r!et "ndu%tr& "% too ")"ted to deter t$e

ret " er%0 For t$e (on2en"en(e% t$ t "t o''er% 1 e e(tron"( ret " "n* doe% not %u"t t$e

#rodu(t% +$ere oo! nd %ee ttr",ute% re o' ")#ort n(e1 % "n ## re or +$ere t$e 2 ue

"% 2er& $"*$1 %u($ % "n ?e+e er& or +$ere t$e #er'or) n(e $ % to ,e te%ted1 % o'

(on%u)er dur , e%0 T$e )o%t (r"t"( "%%ue "n e e(tron"( ret " "n*1 e%#e(" & "n (ountr&%u($ % our%1 re te% to # &)ent% nd t$e 2 r"ou% %e(ur"t& "%%ue% "n2o 2ed0

8/; Technology Impact

T$e ot$er %#e(t% o' ret " "n* re te% to te($no o*&0 It "% +"de & 'e t t$ t t$e !e&

d"''erent" tor ,et+een t$e %u((e%%'u nd not %o %u((e%%'u ret " er% "% #r") r" & "n t$e

re o' te($no o*&0 S")u t neou% & "t +" ,e te($no o*& t$ t +" $e # t$e or* n".ed

ret " er% %(ore o2er t$e unor* n".ed # &er%1 *"2"n* ,ot$ (o%t nd %er2"(e d2 nt *e%0

Ret " "n* "% te($no o*&-"nten%"2e "ndu%tr&- Su((e%%'u & ret " er% tod & +or! ( o%e &

+"t$ t$e"r 2endor% to #red"(t (on%u)er de) nd% 1 %$orten e d t")e%1 redu(e "n2entor&

$o d"n* nd t$ere,&1 % 2e (o%t0 Tod &1 on "ne %&%te)% "n! #o"nt o' % e% ter)"n % to t$e

) "n o''"(e +$ere det " ed n &%e% on % e% ,& "te)1 ( %%"'"( t"on1 %tore% or 2endor% re

( rr"ed out on "ne0 Be%"de% 2endor%1 t$e 'o(u% o' t$e ret " "n* %e(tor "% to de2e o# t$e "n!

+"t$ t$e (on%u)er%0

D t W re$ou%"n* "% n e%t , "%$ed (on(e#t "n t$e d2 n(ed n t"on%-W"t$ t$e $e # o' t$e

d t , %e ret " "n*1 "n'or) t"on on e5"%t"n* nd #otent" (u%to)er% "% tr (!ed0 Be%"de%

!no+"n* +$ t + % #ur($ %ed nd ,& +$o)1 "n'or) t"on on %o'ter "%%ue% %u($ %

9


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de)o*r #$"(% nd #%&($o*r #$"(% "% ( #tured0 W"t$ d"''erent" t"n* %tr te*"e%-2 ue 'or

)one&1 %$o##"n* e5#er"en(e1 2 r"et&1 6u "t&1 d"%(ount% nd d2 n(ed %&%te)% nd

te($no o*& "n t$e , (!-end1 ($ n*e "n t$e e6u" ",r"u) +"t$ t$e ) nu' (turer% nd

t$orou*$ under%t nd"n* o' t$e (on%u)er ,e$ 2"or1 t$e *round "% %et 'or t$e or* n".ed

ret " er%0

It +ou d ,e ")#ort nt to note1 $o+e2er1 t$ t t$e ret " "n* "ndu%tr& "n Ind" "% %t"

#rote(ted "ndu%tr&-It "% one o' t$e 'e+ %e(tor%1 +$"($ %t" $ % re%tr"(t"on% on FDI0

8/< Indian Retail: A #arge and unorgani ed Sector

T$e Ind" n ret " ) r!et "% "n %$ r# (ontr %t to t$e * o, %"tu t"on% 0L"!e t$e re%t o' t$e

+or d1 "t "% r*e1 +"t$ t$e % e% )ount"n* to J9=: ,n nd ((ount"n* 'or 9:-99K o' t$eGDP0 Ho+e2er1 "t "% %o e5(e#t"on & 'r *)ented nd unor* n".ed0

Ind" $ % t$e r*e%t ret " out et den%"t& "n t$e +or d0 Ho+e2er )o%t o' t$e%e ret "

out et% $ 2e 2er& , %"( o''er"n*%1 '"5ed #r"(e%1 .ero u% *e o' te($no o*& nd "tt e or no

),"en(e0 T$e%e re $"*$ & (o)#et"t"2e out et%1 dr +"n* on 'ree nd 1 un# "d ($e # ,or


19/83

(u%to)er%0 L")"ted #rodu(t% #ut (on%u)er% #er#etu & on t$e , (! 'oot0 T$e $"*$ t 5

re*")e nd % 2"n*% ," %ed *o2ern)ent #ro*r )% %tre%%ed t$r"'t den" o2er "ndu *en(e0

Furt$er t$e (ountr& + % e''e(t"2e & "%o ted 'ro) t$e re%t o' t$e +or d t$rou*$ t"*$t &

(ontro ed r d"o nd te e2"%"on )ed" nd d"d not %$ re "n t$e *ro+"n* (on%u)er or"ented

(u ture %+ee#"n* t$e +e%t nd ot$er # rt% o' A%" 0

To*et$er +"t$ t$"% + % %o t$e ")"ted ((e%% to ( #"t 1 nd or #eo# e 2 " , e to

%#"r nt ret " er%0

er& 'e+ , n!% +ere +" "n* to "n2e%t "n ret " 1 +$" e re e%t te re%tr"(t"on% ) de "t

")#o%%", e to ((e%% nd o' re %on , e %".e0 T$e (! o' ret " or"ented edu( t"on ) de "t

d"''"(u t to *et t$e tr "ned #eo# e0

Traditionally three factors ha+e plagued the retail industry

norgani ed 3 %t ) ?or"t& o' t$e t+e 2e )" "on %tore% re %) ' t$er nd %on

out et%

Fragmented 3 Mo%t & %) "nd"2"du & o+ned ,u%"ne%%e%1 2er *e %".e o' out et e6u %

;: %060 't0 T$ou*$ Ind" $ % t$e $"*$e%t nu),er o' ret " out et% #er ( #"t "n t$e +or d1

t$e ret " %# (e #er ( #"t t @ %060 't #er #er%on "% )on*%t t$e o+e%t0

Rural 6ias: Ne r & t+o t$"rd% o' t$e %tore% re o( ted "n rur re %0 Rur ret " "ndu%tr&

$ % t"( & t+o 'or)%3 H t% nd Me % 0 H t% re t$e +ee! & ) r!et%3 %er2e*rou#% o' 9:-;: 2" *e% nd %e d &-to-d & ne(e%%"t"e%0 Me % re r*er "n %".e nd

)ore %o#$"%t"( ted "n ter)% o' t$e *ood% %o d < "!e T %>

Retailing Formats in India

Malls 3-T$e r*e%t 'or) o' or* n".ed ret " "n* tod &0 Lo( ted ) "n & "n )etro

("t"e%1 "n #ro5")"t& to ur, n out%!"rt%0 R n*e% 'ro) :1::: %6 't to 1::1::: %6 't

nd ,o2e0 T$e& end n "de %$o##"n* e5#er"en(e +"t$ n ) * ) t"on o'

#rodu(t1 %er2"(e nd entert "n)ent1 under (o))on roo'0 E5 )# e% "n( ude

S$o##er% Sto#1 P"r )&d1 P nt oon0

Specialty Stores:

C$ "n% %u($ % t$e B n* ore , %ed "d% e)#1 t$e Mu), " ,oo!% ret " er

Cro%%+ord1 RPG % Mu%"( Wor d nd t$e T")e% Grou# % )u%"( ($ "n P net M1 ITC8%

9


20/83

W" 8% "'e%t& e re 'o(u%"n* on %#e("'"( ) r!et %e*)ent% nd $ 2e e%t , "%$ed

t$e)%e 2e% %tron* & "n t$e"r %e(tor%0

*iscount Stores:

A% t$e n )e %u**e%t%1 d"%(ount %tore% or ' (tor& out et%1 o''er d"%(ount% on t$e

MRP t$rou*$ %e "n* "n ,u ! re ($"n* e(ono)"e% o' %( e or e5(e%% %to(! e't o2er t

t$e %e %on0 T$e #rodu(t ( te*or& ( n r n*e 'ro) 2 r"et& o' #er"%$ , e non

#er"%$ , e *ood%

*epartment Stores:

L r*e %tore% r n*"n* 'ro) @::::-;:::: %60 't1 ( ter"n* to 2 r"et& o' (on%u)er

need%0 Furt$er ( %%"'"ed "nto o( ".ed de# rt)ent% %u($ % ( ot$"n*1 to&%1 $o)e1

*ro(er"e%1 et(0 De# rt)ent Store% re e5#e(ted to t !e o2er t$e ## re ,u%"ne%%

'ro) e5( u%"2e ,r nd %$o+roo)%0 A)on* t$e%e1 t$e ,"**e%t %u((e%% "% R $e? %

S$o##er% Sto#1 +$"($ %t rted "n Mu), " nd no+ $ % )ore t$ n %e2en r*e %tore%


21/83

MB Gs 3

Mu t" Br nd out et%1 %o !no+n % C te*or& " er%1 o''er %e2er ,r nd% (ro%%

%"n* e #rodu(t t$e%e u%u & do +e "n ,u%& ) r!et # (e% nd Metro%

8/= Changes in the Retail Sector

Experimentation -ith formats: Ret " "n* "n Ind" "% %t" e2o 2"n* nd t$e %e(tor "%

+"tne%%"n* %er"e% o' e5#er")ent% (ro%% t$e (ountr& +"t$ ne+ 'or) t% ,e"n* te%ted out0

E50 4u %"-) 1 %u,-ur, n d"%(ount %tore%1 C %$ nd ( rr& et(0

Store design: B"**e%t ($ en*e 'or or* n".ed ret " "n* to (re te (u%to)er-#u

en2"ron)ent t$ t "n(re %e% t$e )ount o' ")#u %e %$o##"n*0 Re%e r($ %$o+% t$ t t$e

($ n(e% o' %en%e% d"(t t"n* % e% re u#to 9:-9;K0 Ret " ($ "n% "!e Mu%"( Wor d1

B r"%t %1 P"r )&d nd G o,u% re &"n* ) ?or e)#$ %"% "n2e%t"n* $e 2" & "n %tore

de%"*n0

Emergence of discount stores: T $e& re e5#e(ted to %#e r$e d t$e or* n".ed ret " "n*

re2o ut"on0 Store% tr&"n* to e)u te t$e )ode o' W -M rt0 E50 B"* B . r1 Bo), &

B . r1 RPG%0

norgani ed retailing is getting organi ed: To )eet t$e ($ en*e% o' or* n".edret " "n* %u($ % r*e C"ne# e58%1 nd ) %1 +$"($ re , (!ed ,& t$e (or#or te $ou%e

%u($ % An% % nd P RQ t$e unor* n".ed %e(tor "% *ett"n* or* n".ed0 @; %tore% "n De $"

under t$e , nner o' Pro2"%"on ) rt re ?o"n"n* $ nd% to (o),"ne )ont$ & ,u&"n*0

Bo), & B . r nd 'ood ) rt 'or)ed +$"($ re **re* t"on% o' "r n %0

Mu t"# e dr"2er% e d"n* to (on%u)#t"on ,oo)3

/ F 2or , e de)o*r #$"(%

/ Gro+t$ "n "n(o)e

/ In(re %"n* #o#u t"on o' +o)en

/ R "%"n* %#"r t"on% 3 ue dded *ood% % e%

Food nd ## re ret " "n* !e& dr"2er% o' *ro+t$

@9


22/83

Or* n".ed ret " "n* "n Ind" $ % ,een r*e & n ur, n #$eno)enon +"t$ '' uent

( %%e% nd *ro+"n* nu),er o' dou, e-"n(o)e $ou%e$o d%0

More %u((e%%'u "n ("t"e% "n t$e %out$ nd +e%t o' Ind" 0 Re %on% r n*e 'ro)

d"''eren(e% "n (on%u)er ,u&"n* ,e$ 2"or to (o%t o' re e%t te nd t 5 t"on +%0

Rur ) r!et% e)er*"n* % $u*e o##ortun"t& 'or ret " er% re' e(ted "n t$e %$ re

o' t$e rur ) r!et (ro%% )o%t ( te*or"e% o' (on%u)#t"on

/ ITC "% e5#er")ent"n* +"t$ ret " "n* t$rou*$ "t% e-C$ou# nd C$ou#

S * r / rur $er) r!et%0

/ HLL "% u%"n* "t% Pro?e(t S$ !t" "n"t" t"2e / e2er *"n* +o)en %e '-$e #

*rou#% / to e5# ore t$e rur ) r!et0

/ M $ ) . "% e2er *"n* te($no o*& nd net+or! ) r!et"n* (on(e#t% to

(t % n **re* tor nd %er2e t$e rur ) r!et%0

IT "% too t$ t $ % ,een u%ed ,& ret " er% r n*"n* 'ro) A) .on0(o) to eB & to

r d"( & ($ n*e ,u&"n* ,e$ 2"or (ro%% t$e * o,e0

Qe-ret " "n*8 % o+ & ) !"n* "t% #re%en(e 'e t0

Co)# n"e% u%"n* t$e"r o+n +e, #ort or t"e-%u#% +"t$ $or".ont # &er% "!e

Red"''0(o) nd Ind" t")e%0(o) to o''er #rodu(t% on t$e +e,0

8/> Core competencies for Retail industryA (ore (o)#eten(& "% %o)et$"n* t$ t '"r) ( n do +e nd t$ t )eet% t$e 'o o+"n*

t$ree (ond"t"on%3-

It #ro2"de% (on%u)er ,ene'"t%

It "% not e %& 'or (o)#et"tor% to ")"t te

It ( n ,e e2er *ed +"de & to ) n& #rodu(t% nd ) r!et%0

A (ore (o)#eten(& ( n t !e 2 r"ou% 'or)%1 "n( ud"n* te($n"( %u,?e(t ) tter !no+ $o+1 re " , e #ro(e%%1 nd or ( o%e re t"on%$"#% +"t$ (u%to)er% nd %u## "er%0 It ) & %

"n( ude #rodu(t de2e o#)ent or (u ture %u($ % e)# o&ee ded"( t"on0 Modern ,u%"ne%%

t$eor"e% %u**e%t t$ t )o%t (t"2"t"e% t$ t re not # rt o' (o)# n& % (ore (o)#eten(&

%$ou d ,e out%our(ed0

@@


23/83

I' (ore (o)#eten(& &"e d% on* ter) d2 nt *e to t$e (o)# n&1 "t "% % "d to ,e

%u%t "n , e (o)#et"t"2e d2 nt *e0

Characteristics of Core Competencies : T$ere re t$ree te%t% 'or Core Co)#eten("e%

Potent" ((e%% to +"de 2 r"et& o' ) r!et% - t$e (ore (o)#eten(& )u%t ,e

( # , e o' de2e o#"n* ne+ #rodu(t% nd %er2"(e%

A (ore (o)#eten(& )u%t ) !e %"*n"'"( nt (ontr",ut"on to t$e #er(e"2ed ,ene'"t%

o' t$e end #rodu(t0

Core Co)#eten("e% %$ou d ,e d"''"(u t 'or (o)#et"tor% to ")"t te0 In ) n&

"ndu%tr"e%1 %u($ (o)#eten("e% re "!e & to ,e un"6ue0

@


24/83

Chapter2

#iterature Re+ie-

/8 *efinition of Competency Mapping

So +$ t doe% Co)#eten(& M ##"n* re & )e n Co)#eten(& M ##"n* "% #ro(e%% o'

"dent"'&"n* !e& (o)#eten("e% 'or (o)# n& or "n%t"tut"on nd t$e ?o,% nd 'un(t"on%

+"t$"n "t0

Te($n"( or 'un(t"on (o)#eten("e%3 !no+ ed*e1 tt"tude% nd %!" % %%o(" ted +"t$ t$e

te($no o*& or 'un(t"on e5#ert"%e re6u"red to #er'or) t$e ro e

M n *er" 3 !no+ ed*e1 tt"tude% nd %!" % re6u"red to # n1 or* n".e1 )o," ".e nd

ut" ".e 2 r"ou% re%our(e%Hu) n3 !no+ ed*e1 tt"tude% nd %!" % re6u"red to )ot"2 te1 ut" ".e nd de2e o# $u) n

re%our(e%

Con(e#tu 3 t$e ," "t"e% needed to 2"%u ".e t$e "n2"%", e1 t$"n! t ,%tr (t e2e % nd u%e

t$e t$"n!"n* to # n 'uture ,u%"ne%%

/ Steps in+ol+ed in the process :

F"r%t3 A ?o, n &%"% "% ( rr"ed out ,& %!"n* e)# o&ee% t$ t %!% t$e) to de%(r",e +$ t

t$e& re do"n*1 nd +$ t %!" %1 tt"tude% nd ," "t"e% t$e& need to $ 2e to #er'or) "t

+e 0 T$ere +ou d ,e ,"t t$ t re6ue%t% t$e) to "%t do+n ttr",ute% needed to ) !e "t u#

to t$e ne5t e2e 1 t$u% ) !"n* "t ,e$ 2"or % +e % %!" -, %ed0

Se(ond3 H 2"n* d"%(o2ered t$e %")" r"t"e% "n t$e 6ue%t"onn "re%1 (o)#eten(&-, %ed ?o,

de%(r"#t"on "% (r 'ted nd #re%ented to t$e #er%onne de# rt)ent 'or t$e"r *ree)ent nd

dd"t"on% "' n&0

T$"rd3 H 2"n* *reed on t$e ?o, re6u"re)ent% nd t$e %!" % nd tt"tude% needed to

#ro*re%% +"t$"n "t nd ,e(o)e )ore #rodu(t"2e1 one %t rt% ) ##"n* t$e ( # ," "t& o' t$e

e)# o&ee% to t$e ,en($) r!%0 T$ere re %e2er "nde5 #o"nt% +"t$"n t$e re%#on%"," "t&

@


25/83

e2e 0 An )o%t ,e( u%e "t $ % ( e r #"(ture o' e2er& "n(u),ent "n t$eor* n". t"on0

It $e #% "n deter)"n"n* t$e tr "n"n* nd de2e o#)ent need% nd ")#ort nt & "t $e #% to

en(our *e t$e ,e%t nd de2e o# t$e re%t0 A win-win situation for everyone.

Ret " or* n". t"on% $ 2e un"6ue t ent ) n *e)ent ,u%"ne%% ($ en*e%0 W$en

(o),"ned +"t$ Su((e%% F (tor% te($no o*&1 Per'or) n(e Fr )e+or! 'or Ret " o''er%

t$e ret " "ndu%tr& ((e%% to ro,u%t (o)#eten("e% "n t$e"r o+n n*u *e1 (r"t"(

"n*red"ent to ")#ro2"n* t$e 6u "t& o' t ent de("%"on% 'ro) t$e $our & e)# o&ee to t$e

e5e(ut"2e %u"te0

T$"% %u"te "% ,u" t on "ndu%tr&-%t nd rd r($"te(ture nd "% (o)#o%ed o' d"%t"n(t

( # ," "t"e%1 o' +$"($ re 'u & "nte*r ted0 It% e %e-o'-u%e nd r #"d de# o&)ent

'e ture% o+ or* n". t"on% to ) 5")".e re%our(e% +$" e *ener t"n* ro,u%t1 #o+er'u

d t 0 T$e ent"re %u"te "% $"*$ & %( , e nd )odu r1 o+"n* (u%to)er% to dd ne+ ro e-

%#e("'"( )odu e% +$en t$e& re re d& - on-de) nd0

@;


26/83

/9 Competency mapping: A %uman Resource Approach for a !lo6ali ing Scenario

Hu) n re%our(e% "n n& or* n". t"on ( n ,e ( %%"'"ed "n to 'our ( te*or"e% u%"n*

t+o %")# e &et e''e(t"2e (r"ter" t$e ," "t& to e rn nd t$e +" "n*ne%% to e rn0

Ind"2"du % +$o re $"*$ on ,ot$ (ount% re t$e %t r% o' t$e +or!# (e0 T$e& need to ,e

en(our *ed nd re+ rded0 Ind"2"du % +$o re o+ on ,ot$ d")en%"on% o'ten ) & need to

,e retren($ed "n t$e "ntere%t% o' ) "nt "n"n* or ")#ro2"n* or* n". t"on e''"("en(&0 T$e

"n-,et+een% re t$o%e +$o re $"*$ on t$e ," "t& to e rn ,ut o+ on +" "n*ne%% to

e rn +$o need to ,e re-tr "ned nd t$o%e +$o re $"*$ on t$e +" "n*ne%% to e rn ,ut

o+ on t$e ," "t& to e rn +$o need to ,e rede# o&ed0 M n& or* n". t"on% $o+e2er1 re

un , e to e''e(t"2e & ) n *e t$e%e 'our ( te*or"e% o' e)# o&ee%1 o'ten ,e( u%e t$e& reun , e to ) t($ e)# o&ee +"t$ ( te*or& re " , &0 A% re%u t1 e2en t$o%e or* n". t"on%

t$ t $ 2e t$e +" to #ro (t"2e & ) n *e t$e"r HR1 u t") te & re rendered #o+er e%% to

e''e(t ($ n*e "n t$e"r e)# o&ee%0 Indeed1 %u($ $ % ,een t$e %tor& o' ) n& Ind" n '"r)%1

# rt"(u r & t$o%e entren($ed "n t$e tr d"t"on ) nu' (tur"n* %e(tor0

Tod & $o+e2er1 * o, ". t"on "% (o)#e "n* %e2er Ind" n or* n". t"on% to ) r($ to

ne+ tune0 In(re %"n* (o)#et"t"2e #re%%ure "% ,r"n*"n* ,out !eener 'o(u% on

#ro'"t ," "t& nd #rodu(t"2"t& o' e)# o&ee%0 T$e o der e)# o&)ent re t"on%$"#

($ r (ter".ed ,& t$e e5"%ten(e o' on & one e)# o&er nd +or!# (e1 n "nde'"n"te +or!

(ontr (t1 'u -t")e +or! nd %o)e de*ree o' %o(" nd e* #rote(t"on1 "% ,e"n* re# (ed

,& #er'or) n(e-dr"2en e)# o&)ent ter)%0 A on*%"de1 ?o, de'"n"t"on% re ($ n*"n* %

+e 0 B %ed on t$e "de o' (o)#eten(& %%e%%)ent1 t$e rt o' $u) n re%our(e

) n *e)ent "% %$"'t"n* 'o(u% 'ro) #er'or) n(e ##r "% to #er'or) n(e ) n *e)ent

A (o)#eten(& 'r )e+or! ( n ")#ro2e ##r "% 'or t$e %t '' )e),er nd ) n *er ,&

) !"n* t$e 'eed, (! ,e$ 2"or & , %ed1 de%(r"#t"2e nd %#e("'"(0

/; Competency Model

@


27/83


28/83

Fig28:Competency model for %R professionals

T$"% "% (o)#eten(& er 0 It "% ,e&ond dou,t t$ t "t "% ,ene'"(" nd (o%t e''e(t"2e1 to

$ 2e (o)#etent #eo# e to o((u#& $"*$er- e2e #o%"t"on%0 Co)#eten(& re'er% to t$e

"nte e(tu 1 ) n *er" 1 %o(" nd e)ot"on (o)#eten(&0 M n& or* n". t"on% "n Ind"

nd ,ro d re ($ nne "n* t$e"r e''ort% to ) ##"n* (o)#eten("e% nd ")# e)ent"n*

%%e%%)ent nd de2e o#)ent (enter%0 T$e need o' t$e $our % "nd"( ted ,& ) n&

or* n". t"on% "% to de%"*n nd ")# e)ent o+ (o%t %%e%%)ent nd de2e o#)ent (enter%

%#e(" & de%"*ned to )eet t$e re6u"re)ent% o' de2e o#"n* (ountr"e% "!e out%0 Nor) &1

t$e #ur#o%e o' n &."n* tr "n"n* need% "% to un(o2er t$e * # t$ t e5"%t% ,et+een t$e

#re%ent (o)#eten(e o' t$e enter#r"%e nd t$e (o)#eten(& needed to re ($ t$e %tr te*"(

@=

Business ission rientedStrategic &lannerSystems Inno+ator

nderstands Team Beha+ior

HR !"pert (no-s %R &rinciplesCustomer rientedApplies Business &roceduresManages Resources

ses %R Tools

Change Agent Manages ChangeConsultsAnaly es

ses Coalition S illsInfluences thers

#eader EthicalTa es Ris s*ecisi+e*e+elops Staff Creates Trust

Ad$ocate'alues*i+ersityResol+esConflictCommunicates

)ellRespects

thers


29/83

*o % "n t$e 'uture0 A deter)"n"n* ' (tor 'or +$ t #ro, e)% ) & r"%e "% t$e ($o"(e o'

e2e o' #re("%"on or $o+ (o)# e5 (on(e#t o' (o)#eten(& one u%e%0

Fig : Competency Frame-or

/

BusinessCompetencies

Sta eholderInterest

Mar et &ositioning

Achie+ing BusinessTargets

Employee Satisfaction

@

Team-or Strategy

Le der%$"#1 Co))un"( t"on

Con' "(t M n *e)ent1Inter#er%onS!" %1 Pro?e(t Or"ent t"on1 Se 'M n *ed Te )%

Team Competencies


30/83

Tr n% te *en(& 2"%"on "nto ( e r )e %ur , e out(o)e% t$ t de'"ne %u((e%% nd

t$ t re %$ red t$rou*$out t$e *en(& nd +"t$ (u%to)er% nd %t !e$o der%

Pro2"de oo! 'or %%e%%"n*1 ) n *"n* nd ")#ro2"n* t$e o2er $e t$ nd

%u((e%% o' ,u%"ne%% %&%te)%0

Cont"nue to %$"'t 'ro) #er%#e(t"2e1 ud"t nd (o)# " n(e-, %ed o2er%"*$t1 to n

on*o"n*1 'or+ rd- oo!"n* %tr te*"( # rtner%$"#1 "n2o 2"n* *en(& $e d6u rter%

nd '"e d (o)#onent%0

Ident"'& (ore ( # ," "t"e% "n t$e ,u%"ne%% nd "n t$e "nd"2"du to $e # (onne(t

+or! +"t$ ,e$ 2"or%1 (on%e6uent & "n' uen("n* t$e #er'or) n(e nd re%u t%0

In( ude )e %ure% o' 6u "t&1 (o%t1 %eed1 (u%to)er %er2"(e nd e)# o&ee

"*n)ent1 )ot"2 t"on nd %!" % to #ro2"de n "n-de#t$1 #red"(t"2e #er'or) n(e

) n *e)ent %&%te) nd

Re# (e e5"%t"n* %%e%%)ent )ode % +"t$ (on%"%tent ##ro ($ to (o)#eten(&

) n *e)ent0

I)# e)ent e''"("ent &

Undert !e #" ot% % ne(e%% r&

Go 'or t$e !" on(e ((e#t n(e "% * "ned 'or (ro%% t$e ,ro d e5e(ut"on0

T$e tr d"t"on ##ro ($ o' ?o, n &%"% u%ed ,& ) n& or* n". t"on% e r "er "% % o+"n*

($ n*"n* "nto (o)#eten(& ##ro ($0 T$e (o)#eten(& ##ro ($ "% d"''erent nd

e''e(t"2e +$en (o)# red to t$e ?o, n &%"% ##ro ($ u%ed0

o, An &%"% Le d% to3

- Lon* "%t% o' t %!% nd t$e %!" % !no+ ed*e re6u"red to #er'or) e ($ o' t$o%e t %!%

- D t *ener t"on 'ro) %u,?e(t ) tter e5#ert% ?o, "n(u),ent%

- E''e(t"2e Per'or) n(e

W$ere % Co)#eten(& ##ro ($ e d% to3

:


31/83

- A D"%t" ed %et o' under &"n* #er%on ($ r (ter"%t"(%

- D t *ener t"on 'ro) out%t nd"n* #er'or)er% "n dd"t"on to %u,?e(t ) tter e5#ert% nd

ot$er ?o, "n(u),ent%

- Out%t nd"n* Per'or) n(e

Co)#eten(& A##ro ($ o+% e5e(ut"2e% nd ) n *er% to ) !e d"%t"n(t"on ,et+een

#er%on % ," "t& to do %#e("'"( t %!% t t$e )"n")u) ((e#t , e e2e nd t$e ," "t& to do

t$e +$o e ?o, "n n out%t nd"n* ' %$"on0

Current & ) n& or* n". t"on% $ 2e do#ted %&%te) +$"($ re te to t$e (o)#eten("e% or

r t$er (o)#eten(& ##ro ($ %u($ %

Co)#eten(& B %ed Per'or) n(e A##r "%

Co)#eten(& B %ed Tr "n"n*

Co)#eten(& B %ed De2e o#)ent

Co)#eten(& B %ed P & et(

L"n! ,et+een Co)#eten(& nd ot$er # r )eter% "% * "n"n* )ore ")#ort n(e "n t$e

(urrent "ndu%tr" %(en r"o % Co)#eten("e% $ 2e %t rted # &"n* ) ?or ro e "n t$e

de2e o#)ent o' t$e or* n". t"on % +e % t$e e)# o&ee% o' t$e or* n". t"on0

Co)#eten(& Mode de2e o#)ent "% (r"t"( (t"2"t& to ,e ( rr"ed out ,& n&

or* n". t"on %o % to ) !e %ure t$e"r Co)#eten(& Fr )e+or! "% e''e(t"2e enou*$ to $e #

t$e"r ) ##"n* #ro(e%%0 On & "' t$e )ode nd t$e 'r )e+or! re de%"*ned e''e(t"2e & %o

+" ,e t$e out(o)e% o' t$e ?ud*)ent % +e % t$e "n(re %e "n t$e #er'or) n(e

e''e(t"2ene%%0

9


32/83

Fig 9:Competency 6ased %R practices

T$e )o%t ")#ort nt (on(e#t% o' (o)#eten(& ) n *e)ent "% t$e (ont"nuou% #ro(e%% o'

) n *"n* nd de2e o#"n* (o)#eten(& %t nd rd% +$"($ re' e(t nor) *ood #r (t"(e% o'

d"re(t"on %ett"n*1 )on"tor"n* nd )e %ur"n* (o)#eten("e%1 #ro2"d"n* 'eed, (! nd t !"n*

(t"on ((ord"n* &0 Feed, (! "% 2er& ")#ort nt %#e(t o' n& (o)#eten(& ) ##"n*

Re+ rdS&%te)

Per'or) n(eM n *e)ent

S&%te)

Re(ru"t)ent Se e(t"on%

C reer P n C reer

De2e o#)entCompetencyreHuirementCompetencya+aila6ility

CompetencyacHuisition

*e+elopment

Su((e%%"on # n%

Su((e%%"onDe2e o#)ent

Tr "n"n*de2e o#)e

nt P n% Pro*r )%

@


33/83

%&%te)1 % "t t$"% +$"($ $e #% n "nd"2"du to under%t nd t$"n*% ,etter nd ($"e2e t$e

de%"red re%u

Fig ;:Macro +ie- of Competency Management


34/83

C M&ETE"C$ASSESSME"T

&sycho2metric tool9= *egree approach

C M&ETE"C$MA&&I"!

Strategy2StructureCongruence

Structure RoleCongruence

'ertical . hori ontalRole lin ages

&ositioning to 6ring incompetiti+ead+antage

C M&ETE"C$*E'E# &ME"T

Maturity frame-or . matrixAreas of impro+ementAction &lan

C M&ETE"C$FRAME) R(

7 Corecompetencies1 rgani ation-ide

7 Businesscompetencies1SB specific4

7 TeamCompetencies1pro0ect dri+en4

7 Role competencies1Role -ise4

C M&ETE"C$I*E"TIFICATI "

7 Identificationprocess 1; steps4

7 Consolidation ofchec list

7 Ran rder and

finali ation7 'alidation and

Benchmar


35/83

/= Identification of Role Competencies

It )e n% %et o' (o)#eten("e% re6u"red to #er'or) *"2en ro e0 E ($ (o)#eten(& $ %

%!" %et0 Fo o+"n* re t$e 2 r"ou% %te#% "n2o 2ed "n "t0

Stru(ture nd "%t o' ro e%3 Or* n". t"on %tru(ture %tud& nd e5 )"n t"on L"%t"n* t$e ro e% "n t$e %tru(ture1 Ident"'&"n* redund nt nd o2er ##"n* ro e%

And #re# r"n* t$e '"n "%t o' ro e%0

De'"n"t"on o' ro e%3 Ident"'& PA% o' t$e ro e1 L"n!"n* t$e PA% +"t$ De#t0 ndOr* n". t"on *o %1 %t te t$e (ontent o' t$e ,o2e "n one or t+o %enten(e%

T$en Po%"t"on t$e ro e "n #er%#e(t"2e +"t$ t$ t o' ot$er%0

o, de%(r"#t"on3 L"%t do+n t$e (t"2"t"e% t %!%


36/83

Stru(tured

E5#er"en(e%

S")u t"on%

Bu%"ne%% G )e%

Co)#eten(& A%%e%%)ent "% t$e1 E2 u t"on o' t$e e5tent to +$"($ *"2en "nd"2"du or

%et o' "nd"2"du % #o%%e%% t$e%e (o)#eten("e% re6u"red ,& *"2en ro e or %et o' ro e% or

e2e % o' ?o,%0 Co)#eten(& A%%e%%)ent "% *"2en ")#ort n(e "n or* n". t"on1 %o % to

deter)"ne t$e (o)#eten("e% t$ t n "nd"2"du #o%%e% to +or! "n t$ t # rt"(u r ?o, %

+e % "n t$ t or* n". t"on0 A%%e%%)ent $e #% "n "dent"'&"n* t$e %!" 1 ( # ," "t"e% nd

e5#er"en(e t$ t one $ % to ( rr& out t$e ?o, "n %u((e%%'u ) nner0

/? Competency *e+elopment

Ro e Ident"'"ed (o)#eten("e% A%%e%%)ent re%u t Are o' ")#ro2e)ent A(t"on # n

Impact of a Competency *e+elopment &rocesses:

Co)#eten(& de2e o#)ent (t"2"t"e% tend to "dent"'& "nd"2"du nd *rou# de2e o#)ent

need% nd #ro, e)% "n( ud"n* "%%ue% o' (on(ern nd t$e )e),er% need to $e # e ($ ot$erto "dent"'& %o ut"on%1 %e e(t t$e re%our(e% ne(e%% r& to ($"e2e %u((e%% "n %u($ #ro, e)

%o 2"n* %"tu t"on%0

T$e ")# (t o' t$e (o)#eten("e% ( n ,e ,etter under%tood ,& ( %%"'&"n* "t "nto '"2e

%#e("'"( %!" %1 t$e& re

Interpersonal Competencies Impact:

Inter#er%on (o)#eten("e% (on%"%t o' t$e +$o e r n*e o' %!" %1 needed to "nter (te''e(t"2e & +"t$ not$er #er%on or #er%on%0 T$"% "% n dd"t"on %!" nd "n( ude% (r"t"(

( # ," "t"e% nd %!" % % "%ten"n*1 re' e(t"n* on "de % to ,u" d "t% ")# e)ent t"on t$rou*$

#eo# e #ro(e%%e% nd *"2"n* nd re(e"2"n* 'eed, (! +$" e *o"n* t$rou*$ t$e

(o))un"( t"on #ro(e%%0


37/83

&ersonal Competencies Impact:

Per%on Co)#eten("e% re %%o(" ted +"t$ t$e need% or de) nd% # (ed ,& ot$er

) n *er % "nd"2"du 0 Per%on t %! (o)#eten("e% re o,?e(t"2e% t$ t de'"ne t$e d t

%(o#e o' t$e re%#on%"," "t"e%0

Team Competencies Impact:

Te ) (o)#eten("e% re t$o%e t$ t re (on(erned +"t$ t$e need% o' %e ' +"t$ t$ t o' t$e

+or d *rou# o' +$"($ t$e "nd"2"du "% # rt0 T$e%e (o)#eten("e% t$ t $ 2e ,een *reed

+"t$ t$e ot$er )e),er% o' t$e te )1 nd re %een % ,e"n* o' ,ene'"t to t$e te ) %

+$o e0 Te ) (o)#eten("e%1 re d"''erent "n !"nd to t$e #er%on *o % o' t$e te )

)e),er% nd do not re#re%ent %")# e (onne(t"on o' t$e"r #er%on *o %0 One (ru("

d"''eren(e "% t$ t te ) (o)#eten("e% +" re2e t$e e5tent o' +$"($ t$ere "% n"nterde#enden(e nd %&ner*& ,et+een t$e *rou# )e),er% nd e5tent o' +$"($ "t "% n

e''e(t"2e nd (o$e%"2e un"t0

Te ) t %! (o)#eten("e%1 re *o % o' t %! o,?e(t"2e% +$"($ re(o*n". , e te ) "%

re6u"red to ($"e2e0 T$e te ) t %! *o % re6u"re %u((e%%'u "nte*r t"on0

rgani ational Competencies Impact:

Or* n". t"on Co)#eten("e% re %een to ,e o' ,ene'"t to t$e or* n". t"on nd "t%

e)# o&ee% % +$o e0 T$e%e re (o)#eten("e% t$ t deter)"ne t$e (ont"nued e5"%ten(e

nd de2e o#)ent o' t$e or* n". t"on1 % "t re te% to &our en2"ron)ent0 Or* n". t"on

(o)#eten("e% re ($"e2ed e"t$er ,& "n(re %"n* t$e or* n". t"on8% "ntern e''"("en(& "n

#ro(e%%"n* "t% order nd deter)"n"n* %u((e%%'u %tr te*& 'or t$e %ur2"2 o' t$e ($ n*"n*

en2"ron)ent o' t$e or* n". t"on0

Or* n". t"on de2e o#)ent (o)#eten("e% re#re%ent t$e *o % o' n& #ro*r ) or ($ n*e

u#on +$"($ t$e or* n". t"on (ou d e), r!0 T$e& (ou d %o "n( ude ($ n*e% "n )et$od%

o' #ro(edure% %o t$ t t$e or* n". t"on ( n d #t to de2e o#)ent% "n "t% en2"ron)ent


38/83


39/83

T$e )o%t ")#ort nt %#e(t o' CBPMS "% t$ t "t ,r"n*% "n 6eha+iour

modification, ' (" "t t"n*1 (re t"n*1 nd nurtur"n* (u ture +$"($ 'o%ter% %$ r"n*1

tru%t"n*1 (o ,or t"n* nd (ontr",ut"n* to+ rd% t$e *o % %ett"n* nd ($"e2"n*

#ro(e%%0

CBPMS "% performance impro+ement process, , %ed on ?o"nt #ro, e)

%o 2"n* ##ro ($ r t$er t$ n n e2 u t"on nd (ontro %&%te)0

It "% 6usiness inter+ention tool %ee!"n* to ($"e2e n e''e(t"2e )"5 o'

or* n". t"on 2 r" , e%0

It de2e o#% %en%e o' e der%$"# nd (o))"t)ent nd "t +or!% to (re te n

t)o%#$ere to #er'or)1 e d t %!%1 %et %t nd rd%1 nd %ee! e5(e en(e "n t")e%0

It $e #% "n e''e(t"2e # nn"n* nd #ro#er ut" ". t"on o' re%our(e%0

CBPMS "% ")#ort nt % "t de'"ne% t$e 'o o+"n* 'or t$e or* n". t"on1 te ) +or!"n* %

+e % t$e "nd"2"du %3

90 Measura6le and uantitati+e goals on t$e , %"% o' )e %ur ," "t&1 +"t$ de d

"ne1 +"t$ nu),er% to ($ %e 'or0

@0 Soft and Sensiti+e ualitati+e goals % t$ t +$"($ "n2o 2e% 2 ue dd"t"on1

do"n* t$"n*% d"''erent &1 te ) %#r"t1 or* n". t"on ( r"t&1 "n' uen("n* t$e (u turend ( ") te o' t$e or* n". t"on0

0 %uman &rocess and &eople management goals to "n2o 2e 2 ue or"ent t"on1

te ) ,u" d"n*1 e rn"n*1 #eer +or!"n*1 %e ' ) n *e)ent1 (oo#er t"on nd %u##ort1

tr "n"n* retr "n"n* nd n o2er re%#on%"," "t& to+ rd% #eo# e0

0 Architecture Management and +erall Systemic goals ne(e%%"t te on *o"n*

%&%te)"( ")#ro2e)ent% "n #ro(e%%1 )et$od% nd (t"2"t"e% et(

;0 Rare and niHue goals ) !e ord"n r& #eo# e do e5tr ord"n r& t$"n*% %tret($e%

#eo# e to %ur# %% t$e"r %t nd rd% nd #er'or) e5(e#t"on & +e 0

0 Indi+idual and Self appraisal "n(u ( te% e rn"n* ne(e%%"t"e%0

0 Critical competencies and s ill attri6utes "dent"'"( t"on to ) t($ %!" % +"t$

#er%on nd ?o, de) nd%0


40/83

=0 +erall comprehensi+e details to ( rr& out (o)#re$en%"2e n &.e o'

($"e2e)ent%1 ' " ure% et(

0 De2e o#)ent o' Team and Indi+idual Strengths 1 % +e % under%t nd"n* t$e

+e !ne%%e%0

9:0 &erformance re+ie-, feed6ac and counselling to $e # t$e %u#er"or "n # &"n*

(on%tru(t"2e ro e 'or de2e o#)ent # nn"n* nd ")#ro2e)ent o##ortun"t"e%0

990 Future setting and scenario nd #otent" %%e%%)ent "n t$e %$ort ter) nd on*

ter) $e # "n e r & "dent"'"( t"on o' $"*$ #er'or)er%1 tr (!"n*1 )on"tor"n* "n#ut%1

,r"n*"n* "n )entor%1 ro e )ode %1 "%t o' #o%%"," "t"e% o' *ro+t$1 ter

)o2e)ent%1 (ro%% 'un(t"on e5#o%ure1 de2e o#)ent o' e der% 'or t$e 'uture nd

# nn"n* %u((e%%"on t 2 r"ou% %t *e%0

9@0 It # &% n ")#ort nt ro e "ncareer planning and career managementprograms 0

9 0 +erall ran ing and tiering / "t 'o(u% on *ener t"n* o2er r n!"n* o'

e)# o&ee% % +e % de'"n"n* t$e e2e % "n +$"($ t$e& re (urrent & #er'or)"n*

nd +$ t )u%t ,e done to ")#ro2e #er'or) n(e0

9 0 It $e #% "nfocusing on results nd t$u% redu(e% t$e #ro, e)%0

/8 Common &itfalls in implementing a competency mapping system

U%u #"t' % ,out (o)#eten(& de2e o#)ent re t$e 'o o+"n*3

L (! o' "ntern root"n*

L (! o' "n'or) t"on

L (! o' (o-ord"n t"on

T$e +ron* t")e

Wron* u%e o' too %

No (on%e6uen(e n &%"% De#enden(e on e5tern (on%u t nt%0

&itfall "o: 8 Belie+ing the Map is ltimate !oal

:


41/83

M ##"n* "% n e %& t %! ,ut t$e d"''"(u t& "e% "n t$e ud"t nd n &%"%0 T$e%e re t$e re % +$ere

)o%t 'r u*$t +"t$ %tu), "n* , o(!% nd #ro, e)%0 T$e #ro(e%% or t$e ) # ,e(o)e% (o o%%

+ %te o' t")e nd )one& +"t$out #ro#er n &%"%0 T$e ) ?or #"t' o((ur% +$en t$e ) # "%

(on%"dered % t$e de%"red end re%u t +"t$out *o"n* "nto #ro#er n &%"%0 T$"% "% +$ere ) n&

or* n". t"on o%% out % t$e& do not *et "nto #ro#er n &%"%0 For #ro#er n &%"% t$ere %$ou d ,e #ro#er 6ue%t"on% t t$e out%et0

&itfall "o: "o &urposeful uestions

I' t$e 6ue%t"on% "% not %!ed #ro#er & one "% ,ound to *et n ")#ro#er n%+er r t$er , d n%+er0

So 2 u , e 6ue%t"on% +" re%u t% "n 2 u , e n%+er0 I' t$e 6ue%t"on% re not #ro#er "t )e n% t$e

o,?e(t"2e or )"%%"on o' (o)#eten(& ) # "% not de'"ned ( e r &0 T$e ) # "% not "n "t%e ' *ood1

,ut "t "% ,e%t on & +$en "t ,r"n*% #o%"t"2e ($ n*e "n t$e or* n". t"on0

T$"% ( n ,e ($"e2ed ,& under%t nd"n* t$e (o))un"( t"on ' o+ "n t$e or* n". t"on0 T$"% +"

$e # "n !no+"n* $o+ nd +$ere to ( o%e t$e ' o+ nd de("de +$ t "% de%"r , e nd not de%"r , e

'or %tr te*"e% de2e o#ed ,& t$e or* n". t"on0

&itfall "o: 9 "ot (no-ing )here you are !oing

T$"% "% +$ t "% ( ed not !no+"n* +$ t t$e MISSION o' t$e or* n". t"on "%0 One %$ou d !no+

+$ere t$e or* n". t"on "% $e d"n* to0 I' t$e or* n". t"on $ % to ,e "n t$e re "t& t$en "t %$ou d

'o(u% on %o)et$"n* ,e&ond re "t& %o t$ t "t nd "n re "t&0

T$e )"%%"on )u%t ,e to (re te nd %u%t "n !no+ ed*e ' o+ t$ t "% )ore #ro'"t , e to &our

or* n". t"on0 T$en t$e ) # ,e(o)e% )e %ure o' $o+ ( o%e to t$e "de &ou re d& re "n order

to ,en($) r! 'or 'uture )e %ure% o' $o+ )u($ ($ n*e &ou $ 2e ,een , e to e''e(t0 T$e )"%%"on

)u%t re ($ ' r ,e&ond t$e ) #0

Fo(u% %$ou d ,e on ($"e2"n* +$ t "% + &% ,etter t$ n +$ere &ou re r"*$t no+0

&itfall "o: ; "ot Ensuring Both Relia6ility and 'alidity

D t 'ro) n& %our(e %$ou d ,e re " , e nd ,e 2 "d %o t$ t "t ( n ,e u%ed 'or 'urt$er #ro(e%%

e''e(t"2e &0 Re " ," "t& nd 2 "d"t& re "nd"( t"on% o' $o+ u% , e # rt"(u r )e %ur"n* too

re & "%0

9


42/83

Re " ," "t& te % u% $o+ (on%"%tent & +e re )e %ur"n* +$ te2er +e re )e %ur"n*0 "d"t& "%

(on(erned +"t$ +$et$er +e re )e %ur"n* +$ t +e % & +e re )e %ur"n*0

Re " , e d t %$ou d ,e (on%"%tent ,ot$ "ntern & nd (ro%% t")e0 I' one )e %ure n& # rt n&

t")e n&+$ere t$e re%u t% %$ou d ,e (on%"%tent0

T$e re " ," "t& nd 2 "d"t& o' d t de#end% on t$e 6ue%t"onn "re % +e % t$e )e %ure)ent too 0

T$e d t ( nnot ,e re " , e nd 2 "d1 "' our )e %ur"n* too "% not ((ur te & (on%"%tent &

)e %ur"n* +$ t +e % & +e re )e %ur"n*0 T$e 6ue%t"on "% re & t$e !e&0 I' t$e 6ue%t"on ( nnot

,e %%e%%ed to ,e re " , e nd 2 "d1 t$ere "% no %en%e "n e2en ,e*"nn"n* t$e #ro(e%%0

&itfall "o: < "ot Assessing the Results Accurately

On(e "' t$e ,o2e #"t' % $ 2e ,een %u((e%%'u & ' o+ed t$rou*$1 t$e *re te%t ($ en*e "e% "n

u%"n* t$e re%u t% e''e(t"2e & +"t$ #ro#er %%e%%)ent0 T$e *re te%t d n*er "e% "n #otent" )"%u%e

o' d t 0

No+ on(e +e !no+ t$e #"t' %1 +e %$ou d *o $e d ,o d & nd ) # "t0 But "t %$ou d + &% ,e

done +"t$ !no+ ed*e0 no+"n* ,out t$e #"t' % +" $e # t$e or* n". t"on to ($ rt t$e ) ##"n*

(t"2"t"e% +"t$ (on'"den(e0

T$e e''e(t"2e ) ##"n* #ro(e%%e% re6u"re%1 In2o 2e)ent nd # rt"("# t"on o' t$e ) n *e)ent1

Pro#er # nn"n* nd o( t"on o' re%#on%"," "t"e%1 P rt"("# t"on nd "n2o 2e)ent o' e)# o&ee%1U%e o' (on%u t nt%1 Pro#er 'o o+ u# nd 'eed, (!0

@


43/83

Chapter29

MET% * # !$

9/8 Research *esign:

S )# "n*1

D t (o e(t"on )et$od%1

Re%e r($ "n%tru)ent%0

9/ / Sampling:

S")# e R ndo) % )# "n* + % done 'or t$e %tud&0 r"ou% # &er% "!e UCB1 Le2"%

P nt oon1 Co or # u%1 Vod" (1 Arro+ et( +ere "dent"'"ed nd t$e % )# e + % %e e(ted t

r ndo)0 T$e re%#ondent% +ere 'ro) HR nd 'ront- "ne de# rt)ent% o' t$e (o)# n"e%

9/9/ *ata collection methods

Sources of data collection:

For t$e #ur#o%e o' re%e r($ ,ot$ #r") r& nd %e(ond r& d t +ere (o e(ted0 Se(ond r&

d t + % (o e(ted 'ro) nu),er o' ,oo!%1 ne+%# #er rt"( e%1 nd +e,%"te%0 Pr") r&

d t + % (o e(ted 'ro) t$e e)# o&ee% +"t$ t$e $e # o' 6ue%t"onn "re%1 d"%(u%%"on

*u"de "ne% nd "nter2"e+%0

9/; Research Instruments

Se(ond r& d t + % (o e(ted to * "n )ore !no+ ed*e ,out t$e to#"( under %tud& "t + %

done to *et to !no+ t$e to#"( nd "t% re e2 n(e "n #re%ent %(en r"o0 Pr") r& d t + %

(o e(ted +"t$ t$e $e # o' 6ue%t"onn "re% +$"($ +ere '" ed nd n%+ered ,& t$e

e)# o&ee% +$o +ere %e e(ted r ndo) &0


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&rimary data 3-T$e 6ue%t"onn "re% +" ,e u%ed to * u*e t$e #re'eren(e o' t$e (u%to)er8%

%%o(" te +$et$er t$e& re % t"%'"ed +"t$ t$e"r o+n ,e$ 2"or nd re t$e& *"2en t$e

re6u"red ttent"on0

Focus group discussion :- It +ou d ,e done to "dent"'& t$e ,e$ 2"or o' (u%to)er% +$et$er

t$e& re % t"%'"ed +"t$ t$e ,e$ 2"or o' t$e (u%to)er %%o(" te8% nd % e% ) n *er%0 It +"

(on%"%t o' # ne o' ##ro50

#eo# e0

Research *esign:

T$e de%"*n (on%"%t% o' u%"n* ,ot$ t$e e5# or tor& re%e r($ % +e % to u%e Con( u%"2e

re%e r($ %o % to ,r"n* ,out t$e re t"on%$"# t$ t (o)#eten(& ) ##"n* $ % nd "t% e''e(t

on t$e #er'or) n(e e''e(t"2ene%%0

E5# or tor& Re%e r($ / E5#er"en(e Sur2e& ( rr"ed out to o,t "n n "n%"*$t nd "de %

,out t$e to#"( t$rou*$ de#t$ "nter2"e+% %o % to #ro,e dee# "nto t$e (o)#eten(&

) ##"n* %&%te) o' t$e (o)# n&0

Con( u%"2e Re%e r($ "n t$e 'or) o' de%(r"#t"2e re%e r($ +" u%ed ?u%t 'or deter)"n"n* t$e

re t"on%$"# nd e''e(t o' (o)#eten(& ) ##"n* on #er'or) n(e ) n *e)ent %&%te)0


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Chapter2;

RE& RT F *ATA C ##ECTI "

;/8 Identified Competencies for front2line staff

Team Work A!ility to $ork in agroup, upporting andin"ol"ing teammem!er , integratingcontri!ution and$orking to$ard theteam o!%ecti"e

Seek to gain thecooperation of other *to de"elop a good team

pirit $hen $orking in ateam

Acti"ely in"ol"e other Sho$ en iti"ity to team mem!er Seek and hare information Li ten to contri!ution from other Focu e team effort to$ard the

goal A k +ue tion to gain intere t and

in"ol"ement from other Acti"ely confront !arrier to team

effecti"ene roacti"ely encourage other to

participate mpathi e $ith team mem!er /uild on team mem!er point

0 focu ed on indi"idual goal 1oe not cooperate $ith other team mem!er 1oe not li ten 2 hoot do$n opinion $ithout e"aluation 1oe not eek other in"ol"ement 3opinion Create deci!el $ithout impact on the o!%ecti"e 0n en iti"e to the need of other

Analytical

Reasoning /ProblemSolving

Analy e i ue and !reak

information do$n intocomponent part ' makey tematic and rational

%udgment !a ed onrele"ant information

1e"elop and u e clear criteria for

guiding deci ion 0dentifie cau e and effect

relation hip #hink through the con e+uence

of different cour e of action "aluate information effecti"ely

and y tematically identifyingrele"ant and irrele"ant i ue

Arri"e at logical conclu ion u inginformation a"aila!le to good effect

erform calculation andcom!ine +uantitati"e informationto diagno e and ol"e a pro!lem

&et !ogged do$n in detail

5a difficulty in analy ing and e"aluating information 0 not a!le to recogni e $hat i rele"ant 6udgment !a ed on 7gut feeling8 rather than arational interpretation of data 6udgment !a ed on part information

Resilience/ManagingChange

Re ilience- maintaining o$neffecti"ene $heno!%ecti"e 3 rule 3 procedureare changed !y other: eople3 re ource , etc.;Fle(i!ility 2 Modifieapproach to gain the ameo!%ecti"e

Re ourceful in eeking alternati"eapproache

Maintain focu on o!%ecti"ede pite et!ack

Sho$ initiati"e in modifying approach$ith alternati"e method

Lo e ight of o!%ecti"e ea ily Confu ed !y e(ternal influence 0 una!le to adapt to changed circum tance inmeeting o!%ecti"e

Initiative ngaging in proacti"e 1emon trate po iti"e energy lay a pa i"e role in the group

;


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!eha"ior' ei ing opportunity #ake the lead for a ta k =ue tion the $ay thing are done See an opportunity and take

action roacti"ely can the en"ironment

for ne$ idea , trend , etc. /ring the group to focu on the

a"aila!le option , $hat8 there,action to minimi e the damage

0 not a!le to identify opportunitie /ring the group to focu on the $hat8 not there3not fair3 ee the gloomy ide of the picture3doption

ResultOrientation

Focu ing attention onkey o!%ecti"e' $antingeffecti"e outcome

1emon trate a clear concept ofgoal

Can de"elop reali tic o!%ecti"e toachie"e the goal

Readily identifie prioritie 0 con ciou of time line lan and chedule acti"itie to

achie"e o!%ecti"e Monitor progre "i -a- "i

re ource 3 con traint

5a difficulty in identifying o!%ecti"e 3 goal 1oe not !reak ta k into acti"itie 0 una!le to prioriti e 5a no concept of urgency or dead line 0 o"er$helmed !y information

Ability tosee biggerpicture

Planning

Organi!ing

Focu ing attention on keyo!%ecti"e' $anting effecti"eoutcome

1emon trate a clear concept ofgoal

Can de"elop reali tic o!%ecti"e toachie"e the goal

Readily identifie prioritie 0 con ciou of time line lan and chedule acti"itie to

achie"e o!%ecti"e Monitor progre "i -a- "i

re ource 3 con traint "aluate the long term impact of a

deci ion

5a difficulty in identifying o!%ecti"e 3 goal 1oe not !reak ta k into acti"itie 0 una!le to prioriti e 5a no concept of urgency or dead line 0 o"er$helmed !y information 1oe not e"aluate the long term impact of a deci ion

T$e 2 ue o' (o)#eten(& ) ##"n* nd "dent"'&"n* e)ot"on %tren*t$% "% t$ t ) n&

e)# o&er% no+ #ur#o%e'u & %(reen e)# o&ee% to $"re #eo# e +"t$ %#e("'"( (o)#eten("e%0

T$e& ) & need to $"re %o)eone +$o ( n ,e n e''e(t"2e t")e e der or +$o $ %

de)on%tr ted *re t (t"2e "%ten"n* %!" %0 A tern te &1 t$e& ) & need %o)eone +$o

en?o&% t !"n* "n"t" t"2e or %o)eone +$o "% 2er& *ood t t !"n* d"re(t"on0 W$en

"nd"2"du % )u%t %ee! ne+ ?o,%1 !no+"n* one8% (o)#eten("e% ( n *"2e one (o)#et"t"2e

ed*e "n t$e ?o, ) r!et0

;/ Tools of competency mapping

7 Grou# D"%(u%%"on

7 C %e Stud"e%


47/83

7 E5te)#ore

7 Pre%ent t"on

7 P%&($o)etr"( E5er("%e%

7 Dre ) Te )

Ho+ to te%t t$e%e E5er("%e

%roup Discussion

7 Don8t %#e ! 'or t$e % !e o' %#e !"n* - +e"*$ +$ t &ou re % &"n*

7 You +ou d on & ,e $e rd +$en &ou $ 2e re %on , e o*"( t$ou*$t7 DON8T GET AGGRESSI E or PERSONAL

7 POSITI E LANGUAGE e0* u%e $o+e2er not ,ut1 +e not I

7 9: Peo# e 0 9: M"n% &ou $ 2e on & ONE MINUTE to ,e $e rd

7 LISTEN 0

7 Be Pro (t"2e nd not Re (t"2e00t$"n! ,e'ore &ou %#e !0

7 Don8t ,e t$e on & one t !"n*1 *"2e ot$er% ' "r ($ n(e

7 A(!no+ ed*e nd ##re(" te &our #eer% "' &ou *ree +"t$ t$e)00

Case Study&'resentation

7 Get &our %e ' to #re%ent t e %t one C %e Stud& nd %#e ! 'or t$e Te )0

7 A##ro ($ - T$"n! o' So ut"on% nd don8t *et %tu(! +"t$ t$e #ro, e)

7 ee# n O#en M"nd - tr& nd t$"n! OUT OF THE BO

7 DON8T GET AGGRESSI E or PERSONAL

7 Con2"n(e or ,e Con2"n(ed1 ,e TEAM PLAYER

7 Don8t d"*re%% 'ro) t$e Po"nt o' D"%(u%%"on

7 A(!no+ ed*e nd ##re(" te &our #eer% "' &ou *ree +"t$ t$e)00


48/83

!"tempore

7 You +ou d *et t")e to #re# re Get &our t$ou*$t% to*et$er

7 Don8t u%e S n*% r*on%

7 U%e %")# e +ord%

7 U%e &our t")e +e

7 Be "e2e "n +$ t &ou % & "t %$o+% "n &our ,od& n*u *e

7 H 2e n o#en Bod& L n*u *e

7 Don8t *et (on%("ou% o' t$e o,%er2er%

7 Loo! t t$e Te ) Me),er% ) "nt "n e&e (ont (t +"t$

'sychometric !"ercises

7 Re 5

7 Your ,e"n* N tur +ou d $e # t$e )o%t

7 T$"n! POSITI E nd ,e (on%"%tent

7 Don8t (ontr d"(t &our%e ' 0 Be C e r "n &our t$ou*$t%

7 T")e &our %e ' +e 1 &ou ) & not *et too )u($ t")e to re%#ond

7 Be "e2e "n +$ t &ou % & nd don8t #retend

7 Don8t *et (on%("ou% o' t$e o,%er2er%

Dream (eam

7 T$"n! D"2er%e1 +$ t 6u "t"e% do &ou + nt &our te ) to #o%%e%%

7 Don8t *et &our ' 2or"te% "n t$e te ) ?u%t ,e( u%e "!e t$e)

7 Get t$e r"*$t )"5 o' 6u "t"e% #eo# e "n &our te )

7 I' #er%on "% not "n t$e te )1 $ 2e re %on - WHY NOT nd not #er%on

one 0

7 YOUR DREAM TEAM STARTS WITH YOU "n( ude &our n )e nd +$ t

ue Add &ou ,r"n* to t$e Te )

=


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Fig2=: Competency mapping of &antaloon

'antaloons priority test

T$e Pr"or"t"e% #ro(e%% (on%"%t% o' ; S")# e Ste#%1 +$"($ +" ,e e5# nded on t$rou*$ t$e

, n(e o' t$"% do(u)ent0 T$e ; S")# e Ste#% re3


50/83

Step 8: Clarify Role &urpose and (ey Accounta6ilities - E)# o&ee% nd) n *er% under%t nd t$e e5#e(t t"on% o' t$e e)# o&ee % ro e1 $o+ "t dd%2 ue to t$e ,u%"ne%% nd t$e !e& ((ount ," "t"e% o' t$e #o%"t"on0

Step : Esta6lish perating 60ecti+es and Beha+ioral Expectations -E)# o&ee% nd ) n *er% to*et$er %et t$e %#e("'"(1 t n*", e nd )e %ur , eo#er t"n* o,?e(t"2e% t$ t )u%t ,e ((o)# "%$ed +"t$"n t$e %(o#e o' t$ee)# o&ee % ro e ((ount ," "t"e%0

E)# o&ee% %o under%t nd $o+ t$e& re e5#e(ted to ($"e2e t$e"rde "2er , e% t$rou*$ ,e$ 2"or e5#e(t t"on% t$ t re , %ed on Core ue%0

Step 9: Create a *e+elopment &lan and Facilitate an Indi+idual 'alue&roposition *iscussion - E)# o&ee% nd t$e"r ) n *er% to*et$er %$ou de%t , "%$ de2e o#)ent # n 'o(u%ed on en$ n("n* e)# o&ee% %!" %1e5#er"en(e nd o2er (ontr",ut"on to (o)# n& nd1 t t$e"r o#t"on1 $ 2e'urt$er d"%(u%%"on% re* rd"n* +$ t "ntere%t% nd )ot"2 te% t$e e)# o&ee0

Step ;: Complete Regular &rogress Re+ie-s - E)# o&ee% re(e"2e 'eed, (!1 'ro)t$e"r ) n *er1 t$rou*$out t$e #er'or) n(e #er"od on $o+ t$e& re do"n*re t"2e to ,ot$ t$e o#er t"n* o,?e(t"2e% t$ t +ere e%t , "%$ed nd t$e

,e$ 2"or e5#e(t t"on% , %ed on (o)# n&8% Core ue%0 Feed, (! %$ou d ,e do(u)ented ,& t$e ) n *er nd ret "ned ,& ,ot$ t$e ) n *er nde)# o&ee0

Step


51/83

A((ount ," "t"e% de'"ne t$e ) ?or out(o)e% e5#e(ted 'ro) ro e0

Step / Esta6lishing perating 60ecti+es . Beha+ioral Expectations

perating 60ecti+es:

O#er t"n* o,?e(t"2e% re3

o De "2er , e% t$ t t$e e)# o&ee )u%t ($"e2e dur"n* t$e 9%t nd @nd $ '

&e r #er'or) n(e (&( e%0

o A "*ned to t$e e)# o&ee % ro e nd ((ount ," "t"e% % +e % "%"on1

Str te*& nd !e& ,u%"ne%% #r"or"t"e%0

Step 9/ *e+elopment &lanning:

T$e ) n *er nd e)# o&ee re e5#e(ted to ?o"nt & (re te t$e e)# o&ee %

de2e o#)ent # n1 +$"($ %$ou d1 to t$e e5tent #o%%", e1 ,e , end o' t$e

e)# o&ee % #ro'e%%"on ( reer "ntere%t% on* +"t$ t$e !no+ ed*e1 %!" %1 tr "n"n*

nd e5#er"en(e ne(e%% r& 'or t$e e)# o&ee to )eet t$e "))ed" te nd 'uture

need% 0 Ident"'&"n* !e& )ot"2 tor%1 "ntere%t%1 #ro'e%%"on nd ( reer de2e o#)ent*o % nd o##ortun"t"e% %$ou d t !e # (e "n (on?un(t"on +"t$ t$e de2e o#)ent

# nn"n* d"%(u%%"on%0

Step ;/ &rogress Re+ie-s:

M n *er% re e5#e(ted to $ 2e on-*o"n* d"%(u%%"on% +"t$ e)# o&ee% to en%ure

#ro*re%% "% ,e"n* ) de re t"2e to t$e o#er t"n* o,?e(t"2e%1 ,e$ 2"or

e5#e(t t"on% nd t$e Ind"2"du De2e o#)ent P n0 At )"n")u)1 t$e re2"e+ "%e5#e(ted to o((ur t )"d-&e r nd or )ore 're6uent & % re6u"red due to ro e or

,u%"ne%% #r"or"t"e%0 Pro*re%% re2"e+% %o $e # en%ure t$ t ,ot$ ro e ((ount ," "t"e% nd o#er t"n*

o,?e(t"2e% "n # rt"(u r (ont"nue to "*n to t$e ,u%"ne%% #r"or"t"e%0

;9


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In#ut nd 'eed, (! ( n %o ,e %o "("ted ,& ) n *er% or e)# o&ee% 'ro)

dd"t"on %our(e% +$o $ 2e !no+ ed*e o' t$e e)# o&ee % #er'or) n(e0

Add"t"on %our(e% o' "n#ut ) & "n( ude te ) or #ro?e(t e der%1 (u%to)er% nd or

( "ent%0

Step : &rocess Map

Presentation%no# &our Ops'(

Carrie


53/83

;/; The competency mapping of ARR ) goes as follo-s

T$e"r ($ "n "%

S e% ) n *er / ret " %%o(" te%

N )e o' t$e"r %%e%%)ent e5 ) "% DATE5er("%e% re

7 Wr"tten te%t

7 In , %!et e5er("%e

7 A2er *e ," "n* %&%te)

7 One to one %e%%"on

7 Store #er'or) n(e "% ")#ort nt t$ n "nd"2"du #er'or) n(e

T$e e)# o&ee ( n %"t "n t$e e5 ) 'ter one &e r0 For one &e r t$e (o)# n& o,%er2e%

$"% $er on t$e ?o, ,e$ 2"or0

;/< Competency mapping of #e+is

Cu%to)er ' (" "t tor%- ' oor ) n *er- % e% %t ''- % e% ) n *er

T$ere "% no ##r "% %&%te) % %u($ "n Le2"% % t$e& don8t ,e "e2e "n # #er +or!0 T$e

(r"ter" 'or t$e"r e2 u t"on re3

Wor! E5#er"en(e

Intere%t o' t$e e)# o&ee

I' $e %$e "% t$e"r 'ro) %o)e re'eren(e%

Intern #ro)ot"on%

no+ ed*e

On t$e ?o, ,e$ 2"or

;


54/83


55/83

B O##ortun"t& to e5#re%% o+n 2"e+%

B O##ortun"t& to '"nd out ,out o+n S W

B O##ortun"t& to d"%(u%% o+n o,?e(t"2e% (o)# n& de#t0 o,?e(t"2e%

B Ident"'"( t"on ( r"'"( t"on o' o+n ro e

B I)#ro2ed +or!"n* re t"on%$"#%

B In(re %ed ?o, % t"%' (t"on %e '-(on'"den(e

B F"nd out re %on% 'or % r&

B See re t"on%$"# to tr "n"n* #ro2"ded de2e o#)ent # n%

Fig2?:Competency mapping process 2 E6ony

CompetencyCompetencymapping Process mapping Process

PerformancePerformanceAppraisal using aAppraisal using a

predeterminedpredeterminedformatformat

AppraisalAppraisalInterviewInterview

;;

ObservationObservation

ofof performanceperformance & continual& continual feedbackfeedback

Performance Planning &Performance Planning & Goal settingGoal setting

Using theUsing the results forresults for differentdifferent

organi ationalorgani ational decisionsdecisions


56/83

Chapter2C

)>C

?>C

)>C

Strongly di agree

Slightly di agree

trongly agree

Slightly agree

S"n(e 'ront- "ne %t '' $ 2e d"re(t "nter (t"on +"t$ (u%to)er% nd t$e"r ) "n ?o, "% to

% t"%'& (u%to)er%0 Cu%to)er% "!e to "n6u"re ,out ) n& t$"n*%1 nd 'ront- "ne %t '' $ 2e

to ttend t$e"r "n6u"r"e%1 %o t$"% 6ue%t"on $e # u% to n &.e $o+ )u($ 2 ue do t$e& dd1

nd $o+ t$e& u%e ne+ t (t"(% to % t"%'& (u%to)er%0 T$e re%u t %$o+% t$ t ;K %tron* &

*ree t$ t t$e& re , e to do %o)e ne+ t$"n*% "n t$e"r ro e1+$ere %9;K % "*$t & *ree1 %

t$e ?o, %tru(ture "% 2er& r"*"d09;K o' t$e) % "*$t & d"% *ree nd ;K o' t$e) d"dn8t r "%e

n& 2o"(e0

0 T$e 'ourt$ 6ue%t"on t !% ,out t$e o##ortun"t"e% nd %(o#e *"2en to t$e e)# o&ee% to

en$ n(e t$e"r #ro'e%%"on *ro+t$0

I ha+e tremendous opportunities for professional gro-th in my role

> Stron* & d"% *ree ,> S "*$t & d"% *ree (> Stron* & *ree d> S "*$t & *ree

T$"% "% n ")#ort nt 6ue%t"on +$"($ ")ed t under%t nd"n* t$e #er(e#t"on o' t$e

re%#ondent% on t$e o##ortun"t"e% *"2en 'or t$e ")#ro2e)ent o' #er'or) n(e0 On & "' t$e

e)# o&ee% 'ee t$ t o##ortun"t"e% *"2en t$rou*$ (o)#eten(& ) ##"n* ( n ")#ro2e

#er'or) n(e1 "t% on & t$en t$e& ( n (tu & 'ee t$ t t$e& %$o+ (on%"der , e

")#ro2e)ent "n t$e #er'or) n(e0

;


60/83

U%u & or* n". t"on de2e o#% %&%te) to ) !e %ure t$e& #ro2"de o##ortun"t"e% +$"($ re

")ed t ")#ro2"n* t$e o2er #er'or) n(e o' t$e e)# o&ee% % +e % t$e or* n". t"on0

)9C@C

FDC

@C

Strongly di agree

Slightly di agree

trongly agree

Slightly agree

So ) ?or"t& o' t$e re%#ondent% do %tron* & *ree t$ t t$e& re *"2en o##ortun"t"e% to

en$ n(e t$e"r *ro+t$ "n ( reer00 = K o' t$e re%#ondent% ,e "e2ed t$ t t$e (o)#eten(&

) ##"n* #ro(e%% $e #% "n do"n* t$"%0 Mo%t o' t$e) *reed t$ t t$e $ 2e %een

(on%"der , e "n(re %e "n t$e ")#ro2e)ent o' t$e"r #er'or) n(e o2er &e r%0

On & ,out 9 K 'e t t$ t t$e& do not *et enou*$ o##ortun"t"e%0 T$e& 'e t (o)#eten(&

) ##"n* "% not$er too to e2 u te t$e) on* +"t$ t$e #er'or) n(e e2 u t"on nd "t

on & ")ed t t$e"r ,e$ 2"or %#e(t%0

So +"t$ n = K ) ?or"t& o' re%#ondent% "n ' 2our o' t$e 6ue%t"on10 Co)#eten(& M ##"n*

$e #% n "nd"2"du to under%t nd $"% ( # ," "t"e%1 $"% %tren*t$ nd +e !ne%% ,etter1 t$u%

$e #"n* $") to +or! )ore on $"% ( # ," "t"e% nd %tren*t$% nd )"n")".e $"% +e !ne%%e%0

;0 T$e '"'t$ 6ue%t"on "% % 'o o+2I ha+e little freedom in my 0o6 description


:


61/83


62/83

FDC

)9C

ye

no

T$e ($ rt %$o+% r*e #er(ent *e o' = K o' re%#ondent% do t$"n! t$ t Co)#eten(&M ##"n* doe% $ 2e n ")#ort nt ro e "n Per'or) n(e E2 u t"on0 A,out 9 K o' t$e)

'ee "t "% not ")#ort nt0 T$e& 'ee (o)#eten(& ) ##"n* $ % "t% o+n ")#ort n(e nd %o

doe% #er'or) n(e e2 u t"on0 T$e& re not %ure ,out t$e ")#ort n(e +$en "t "% "n!ed

+"t$ #er'or) n(e e2 u t"on0

But t$e ($ rt ( e r & %$o+% t$ t ) ?or"t& o' t$e e)# o&ee% %tron* & *"2e ")#ort n(e to

,ot$ t$e #ro(e%% nd %&%te) nd %tron* & 'ee t$ t (o)#eten(& doe% # & n ")#ort nt

ro e "n t$e #er'or) n(e e2 u t"on nd 'ee t$ t "t %$ou d + &% ,e "n!ed +"t$ t$e

#er'or) n(e ) n *e)ent %&%te)0

T$e 6ue%t"on + % %o ")ed t !no+"n* +$et$er t$e& ##re(" te t$e (o)# n"e% %&%te)

o' "n!"n* "t +"t$ t$e #er'or) n(e e2 u t"on0 So t$e "n'eren(e 'ro) t$"% ($ rt "% t$ t

) ?or"t& o' t$e re%#ondent% do #re'er do $ 2e t$e %&%te) "n!ed nd '"nd "t re &

")#ort nt1 t$ t (o)#eten(& ) ##"n* # &% !e& ro e "n #er'or) n(e e2 u t"on0

0 Is the performance appraisal system lin ed -ith the identification ofde+elopmental needsK


@


63/83

?@C


64/83

:K (o)# n"e% %t" "n! t$e #er'or) n(e ##r "% +"t$ d)"n"%tr t"2e ' (tor% "!e

o Co)#en% t"on

o Pro)ot"on d"%)"%%

o Do+n%"."n* &o''%

=0 T$e e"*$t$ 6ue%t"on "% "n (ont"nu t"on o' t$e #re2"ou% 6ue%t"on0 T$"% "% 'o o+ u#

6ue%t"on% %o % to !no+ 'ro) t$e re%#ondent% t$ t deter)"n"n* tr "n"n* need% $e #% "n

en(our *"n* t$e ,e%t t ent0

*etermining the training needs helps in encouraging the 6est talent/


E@C

)@C

trongly agree

Slightly agree

T$e re%u t o,t "ned %$o+% ( e r "n( "n t"on to+ rd% t$e ")#ort n(e o' tr "n"n* need%0

A% :K o' t$e re%#ondent% 'ee t$ t tr "n"n* ( n $e # "n en(our *"n* t$e ,e%t t ent0

M !e% n e)# o&ee )ore u%e'u to '"r)

M !e% e)# o&ee% )ore e''"("ent nd e''e(t"2e

En , e% e)# o&ee% to %e(ure #ro)ot"on% E)# o&ee% ( n 2o"d )"%t !e%1 (("dent% on t$e ?o,

On & 9:K 'ee t$ t "t doe% not de "2er t$e ,ene'"t% nd doe% not en%ure t$e ,e%t t ent to

(o)e u#0


65/83

0 Are you satisfied -ith the assessment methods used 6y the companyK

> Ye% ,> No

T$"% "% to !no+ t$e 2"e+% o' t$e re%#ondent%1 +$et$er re t$e& re & % t"%'"ed +"t$ t$e

(o)#eten(& 'r )e+or! de2e o#ed ,& t$e or* n". t"on % +e % t$e 'r )e+or! on +$"($

t$e& re ,e"n* e2 u ted0 For n& %&%te) to ,e ")# e)ented nd ( rr"ed out e''e(t"2e & "t

re6u"re% t$e ((e#t n(e nd +" "n*ne%% to d #t to t$e %&%te) +"t$ "ntere%t1 (o))"t)ent

nd e2e o' % t"%' (t"on t$ t t$e "nd"2"du "% ,ene'"ted 'ro) t$e % )e0

F>C

)>C

ye

no

=;K o' t$e re%#ondent% re % t"%'"ed +"t$ %%e%%)ent )et$od%1 +$ere % ,out 9;K o' t$e0

T$e re%#ondent% +ere d"%% t"%'"ed ,out t$e ent"re 'r )e+or!0

T$e % t"%'"ed re%#ondent% 'e t t$ t t$e %%e%%)ent 'r )e+or! on +$"($ t$e& +ere

e2 u ted nd %%e%%ed + % e''e(t"2e "n ter)% o' n &."n* t$e"r (o)#eten("e% "n re t"on

to t$e"r ?o, nd ,e "e2ed t$ t t$e %&%te) "% *ood enou*$ to %%e%% t$e) nd "n! "t +"t$

t$e"r #er'or) n(e e2 u t"on0

T$e d"%% t"%'"ed re%#ondent% 'e t t$ t t$e 'r )e+or! need% to ,e re2 )#ed nd ( nnot ,e

*ener ".ed 'or 1 % e2en t$e ,e$ 2"or nd %o't %!" % d"''er 'ro) #er%on to #er%on nd

"t ( nnot ,e ($ n*ed +"t$ $e # o' (o))on %%e%%)ent )odu e0

;


66/83

9:0 )ould you li e to ma e some impro+ements in current performanceappraisal systemK

> Ye% ,> No

?@C


67/83

990 )hat are your career plans for next six monthsK

T$"% 6ue%t"on + % n o#en-ended 6ue%t"on nd %u,?e(t to *et n "n%"*$t ,out t$e ( reer

# n% o' t$e 'ront- "ne %t ''0

Mo%t o' t$e) +ere oo!"n* to )o2e u# t$e dder "n t$e"r re%#e(t"2e $"er r($& 0L"!e t$e

S e% #er%onne ")% to ,e(o)e %u#er2"%or or ' oor ) n *er0 And ASM $e d% to+ rd%

%tore ) n *er0

Chapter2=

Recommendations

In(re %"n* ,u%"ne%% "ter (& o' t$e +or!'or(e to $e # e)# o&ee% ,etter

under%t nd% $o+ (o)#eten(& ) ##"n* (ontr",ute% to t$e or* n". t"on8% %u((e%%0


68/83

A(t"2e & "n2o 2"n* ,ro d-, %e o' e)# o&ee% "n t$e de2e o#)ent o' (o)#eten(&

) ##"n* (t"on% nd "n"t" t"2e% 'or dr"2"n* %tr te*& e5e(ut"on00

E)# o&ee8% re%#on%e "n )"5ed + & to n& !"nd o' )od"'"( t"on% on #o "("e%0

Pro#er (o))un"( t"on re%u t% "n (on2e&"n* t$e 2"%"on o' (o)#eten(& ) ##"n* "n

n e''e(t"2e + &0

Re*u r 'eed, (! ")#ro2e% t$e #er'or) n(e o' e)# o&ee% nd ) !e% t$e)

(onne(ted to t$e or* n". t"on0

Tr "n"n* nd %o(" ". t"on # & (ru(" ro e % tr "n"n* ")#ro2e% t$e"r (!"n*

%!" %1 ," "t& nd !no+ ed*e nd %o(" ". t"on $e #% "n ")#ro2"n* "nter-#er%on

re t"on%1 e5# nd ,u%"ne%% nd e5# ore ne+ o##ortun"t"e%0

T$e (o)#eten(& e2 u t"on nd t$e #er'or) n(e e2 u t"on re done on &e r &

, %"%0 Co)#eten(& E2 u t"on ( n ,e )ore e''e(t"2e "' "t ( rr"ed out t e %t t+"(e

&e r1 %o t$ t "t !ee#% re)"nd"n* t$e e)# o&ee% +$ere t$e& %t nd nd +$ t t$e&

$ 2e to ($"e2e t$e re6u"red o,?e(t"2e%0 T$e or* n". t"on ( n %o 'o(u% on

#ro2"d"n* re*u r (oun%e "n* nd 'eed, (! e2er& )ont$ or 6u rter0 T$"% ( n ,e

done ,& t$e %u#er"or or t$e ,o%% +$o ( n (t % )entor nd *u"de $") to do

,etter0 T$"% +" $e # t$e "nd"2"du to (orre(t nd ($ n*e ((ord"n* &0 T$"% +"

&"e d ,etter re%u t% "n t$e t")e o' ##r "% ) !"n* "t e %"er to ?ud*e t$e

"nd"2"du % #ro*re%%0

Co),"n"n* #er'or) n(e ##r "% +"t$ %%e%%)ent (entre +" $e # "n ")#ro2"n*

t$e (o)#eten("e%1 %!" %1 ," "t& nd (o)#en% t"on +$"($ ) !e% e)# o&ee% to

+or! +"t$ # %%"on nd 'ee %tron* (onne(t"on to t$e"r (o)# n&0

HRD 'un(t"on "% to en%ure (o)#eten("e% "n e ($ ro e1 "' t$ere "% "n de6u te ro e

(o)#eten("e% t$en e"t$er de2e o# t$e (o)#eten("e% +"t$"n t")e'r )e or 6u"t t$e

ro e0 For) ". t"on nd uto) t"on o' (o)#eten(& n &%"% d t , %e to de'"ne

(o)#eten("e% "n ter)% o' t %!%1 %!" % nd !no+ ed*e re6u"red 'or d"''erent ro e%

"n t$e or* n". t"on00

=


69/83

Se '-) ##"n* o' e)# o&ee% * "n%t t$e (o)#eten("e% 'or t$e"r (urrent or ne5t

"))ed" te ro e0

Ut" ". t"on o' (o)#eten(& "n'or) t"on (ro%% #o "("e% "n( ud"n* tr "n"n*1

( reer de2e o#)ent1 (o)#eten(& de2e o#)ent1 re(ru"t)ent nd )entor"n*0

Tr "n"n* on (o)#eten(& 'r )e+or! to *ener te + rene%% )on* e)# o&ee% to

# rt"("# te nd (ontr",ute "n t$"% "n"t" t"2e0

A "*n)ent o' Ind" -%#e("'"( (o)#eten("e% +"t$ t$e or* n". t"on * o, ro e% nd

re6u"%"te %et o' (o)#eten("e%0

Per"od"( re2"e+ o' (o)#eten(& ) ##"n* ,& e)# o&ee% to re) "n (urrent +"t$ t$e

or* n". t"on8% ,u%"ne%% need%0

Per"od"( re2"e+ o' t$e %!" % nd !no+ ed*e re6u"red to #er'or) # rt"(u r ro e

en%ur"n* t$e& re (o)# ete nd (orre(t0

De2e o#)ent o' (o)#eten("e% ( n ,e done %o +"t$ $e # o' ot$er e''e(t"2e

te($n"6ue%1 "!e

Be$ 2"or E2ent Inter2"e+ u%"n* BARS

Co)#eten(& C rd +$"($ $e # "% e''e(t"2e 'o o+% u# o' +or!

Fo(u% *rou# et(000

T$"% +" $e # "n #re# r"n* )ore (o)#re$en%"2e "%t o' (o)#eten("e% 'or e2 u t"on

# r )eter%0

Fo(u% on de2e o#"n* "n2entor& o' (o)#eten("e% 'or t$e 'uture0 T$e or* n". t"on

$ % to # n to )eet t$e ($ n*e% e5#e(ted "n te($no o*&1 #rodu(t nd #ro(e%% "n

t$e (o)"n* &e r%0

T$e or* n". t"on %$ou d 'o(u% on ) !"n* t$e %&%te) )ore e''"("ent ,& ) !"n* t$e

e)# o&ee% 'ee t$ t t$e %&%te) "% e5(e ent1 nd "t ,ene'"t% ,ot$ t$e "nd"2"du nd

or* n". t"on0

Chapter2>

Conclusions . ImplicationsD"(t"on r& de'"n"t"on% o'ten ' %$ort "n de%(r","n* (on(e#t0 But t$e e d"n* (o)# n"e%

)"*$t de%(r",e Co)#eten(& % ( u%ter o' re ted !no+ ed*e1 tt"tude%1 %!" % nd ot$er

#er%on ($ r (ter"%t"(% t$ t


70/83

A''e(t% ) ?or # rt o' one8% ?o,

Corre te% +"t$ #er'or) n(e on t$e ?o,

C n ,e )e %ured * "n%t +e - ((e#ted %t nd rd%

C n ,e ")#ro2ed 2" tr "n"n* nd de2e o#)entT$"% "% Co)#eten(& er nd %"*n"'"( nt %$"'t to+ rd% Co)#eten(& B %ed Or* n". t"on

$ % ,een o,%er2ed0 Peo# e nd t$e"r (o)#eten("e% $ 2e ,e(o)e t$e )o%t %"*n"'"( nt ' (tor%

t$ t *"2e (o)#et"t"2e ed*e to n& (or#or t"on0 HR Pro'e%%"on % nd L"ne M n *er% ( n

(ontr",ute *re t de to de2e o# (o)#eten(&-, %ed or* n". t"on%0

An& under &"n* ($ r (ter"%t"( re6u"red 'or #er'or)"n* *"2en t %!1 (t"2"t& or ro e

%u((e%%'u & ( n ,e (on%"dered % (o)#eten(&0 Co)#eten(& ) & t !e t$e 'o o+"n* 'or)%3

no+ ed*e1 tt"tude1 %!" nd Ot$er ($ r (ter"%t"(% o' n "nd"2"du "n( ud"n* )ot"2e%

2 ue%1 tr "t%1 %e ' (on(e#t et(0

Co)#eten(&-, %ed #er'or) n(e ) n *e)ent #ro(e%%e% re ,e(o)"n* )ore #re2 ent "n

) n& or* n". t"on%1 ,ut t$e& re # rt"(u r & ##ro#r" te 'or or* n". t"on% +$ere t$ere re3

Un(ert "n en2"ron)ent%

4u "t t"2e #ro(e%% %er2"(e ?o,%

Se '-) n *ed te )%

De2e o#)ent ?o,%

C$ n*"n* or* n". t"on%

Co)#eten(& ) ##"n* ,e*"n% +"t$ "dent"'"( t"on o' t$e +or!'or(e (o)#eten("e% re6u"red

To #er'or) t$e or* n". t"on ,u%"ne%% (t"2"t"e%0 On(e t$e (o)#eten("e% re "dent"'"ed1

) ##"n* ,et+een t$e t r*eted 2%0 (tu 2 ue o' (o)#eten("e% "% re6u"red to

Me %ure1 n &.e nd #red"(t t$e 'uture ( # ," "t& o' (o)#eten("e% nd t !e ne(e%% r&

Corre(t"2e #re2ent"2e (t"on to e"t$er en$ n(e or ) "nt "n t$e (urrent ( # ," "t&0

Ident"'&"n* t$e t %!%1 %!" %1 !no+ ed*e nd tt"tude re6u"red to #er'or) 2 r"ou%

Or* n". t"on ro e% ( n ,e u%ed "n 'or)u t"n* ?o, de%(r"#t"on1 %%e%%"n* e)# o&ee%8

Current e2e o' (o)#eten(&1 nd (t"2"t"e% "!e # nn"n* ( reer de2e o#)ent nd

Coord"n t"n* (o)#eten(& de2e o#)ent0

Or* n". t"on% de%(r",e1 or ) #1 (o)#eten("e% u%"n* one or )ore o' t$e 'o o+"n* 'our

%tr te*"e%3

:


71/83

90 Or* n". t"on-W"de

@0 o, F )" & or Bu%"ne%% Un"t Co)#eten(& Set%

0 Po%"t"on-S#e("'"( Co)#eten(& Set%

0 Co)#eten(& Set% De'"ned Re t"2e to t$e Le2e o' E)# o&ee Contr",ut"on

Competencies Relate to Indi+idual Career *e+elopment

F"r%t nd 'ore)o%t1 (o)#eten("e% )u%t ,e de)on%tr ted ,& "nd"2"du %0 Per$ #% t$e )o%t

(o))on # (e +$ere t$e& re de)on%tr ted "% +"t$"n t$e %(o#e o' # rt"(u r ?o, or

#ro?e(t "n2o 2e)ent0 Ho+e2er1 (o)#eten("e% re %o de2e o#ed nd de)on%tr ted ,&

"nd"2"du % "n t$e 'o o+"n* %ett"n*%3 2o unteer ro e% "n t$e (o))un"t&1 #ro'e%%"on%%o(" t"on%1 %($oo #ro?e(t%1 %#ort% # rt"("# t"on %ett"n*%1 nd e2en +"t$"n one8% o+n

$o)e "'e0

One o' t$e '"r%t en(ounter% +"t$ (o)#eten("e% 'or )o%t "nd"2"du % "% "n %e(ur"n*

e)# o&)ent +"t$ ne+ or* n". t"on0 Or* n". t"on% t$ t re #ur#o%e'u & u%"n* (utt"n*-

ed*e )et$od% to ($oo%e t ent 'or #o%"t"on% or #ro?e(t ro e% re en* *"n* "n +$ t "% ( ed

(o)#eten(&-, %ed "nter2"e+"n* nd %e e(t"on0 T$e%e "nter2"e+"n* nd %e e(t"on

)et$od% re ,e"n* u%ed not on & 'or $"r"n* e5tern ## "( nt%1 ,ut %o 'or %t ''"n*

"ntern ro e%0

M n& or* n". t"on% t$ t u%e (o)#eten(&-, %ed "nter2"e+"n* nd %e e(t"on re %o ter

u%"n* t$e % )e (o)#eten("e% to %%e%% #er'or) n(e1 to en(our *e 'uture de2e o#)ent

# n% 'ro) "nd"2"du %1 nd to # n 'or %u((e%%"on "n t$e or* n". t"on0 T$ere'ore1 t$e

"nd"2"du e)# o&ee% "n %u($ n or* n". t"on +" $ 2e n on*o"n* need to u%e nd ) #

t$e"r (o)#eten("e%0

)hy Should Indi+idual Employees Map Their CompetenciesK

7 G "n% ( e rer %en%e o' true ) r!et ," "t& "n tod &8% ?o, ) r!et on(e t$e "nd"2"du

!no+% $o+ $"% $er (o)#eten("e% (o)# re to t$o%e t$ t re %!ed 'or ,& t$e ?o, ) r!et "n

!e& #o%"t"on% o' "ntere%t0

7 Pro?e(t% n ##e r n(e % (utt"n*-ed*e nd +e -#re# red ( nd"d te1 +$o $ % t !en

9


72/83

t$e t")e to e rn ,out (o)#eten("e%1 "n2e%t"* te t$o%e "n de) nd1 nd ) # $"% $er o+n

(o)#eten("e% #r"or to "nter2"e+"n*0

7 De)on%tr te% %e '-(on'"den(e t$ t (o)e% 'ro) !no+"n* one8% (o)#et"t"2e d2 nt *e%

)ore (on2"n("n* &1 nd 'ro) ,e"n* , e to rt"(u te t$o%e d2 nt *e% "n %#e("'"(

n*u *e0

7 Se(ure% e%%ent" "n#ut to re%u)e de2e o#)ent - %et o' ")#ort nt ter)% to u%e "n

de%(r","n* e5#ert"%e der"2ed 'ro) #r"or ( reer e5#er"en(e0

7 G "n% d2 n(ed #re# r t"on 'or "nter2"e+%1 ) n& o' +$"($ ) & ,e de "2ered u%"n*

(o)#eten(&-, %ed ##ro ($ ( ed %tru(tured ,e$ 2"or "nter2"e+"n* or ,e$ 2"or

e2ent "nter2"e+"n*0

7 De2e o#% t$e ( # ," "t& to (o)# re one8% (tu (o)#eten("e% to n or* n". t"on or

#o%"t"on8% re6u"red #re'erred (o)#eten("e%1 "n order to (re te n Ind"2"du De2e o#)entP n0

But +$ t ,out "nd"2"du % +$o +or! "n or* n". t"on% t$ t

do not $"re1 ##r "%e or de2e o# e)# o&ee% u%"n* (o)#eten("e% T$ere re %e2er

re %on% 'or t$e%e "nd"2"du % to ) # t$e"r (o)#eten("e%1 % +e 3

90 I' t$e "nd"2"du e2er $ % de%"re to e 2e t$e (urrent or* n". t"on1 "t "% 2er& #o%%", e

t$ t (o)#eten("e% ) & ,e # rt o' t$e HR #r (t"(e% u%ed ,& t$e ne5t e)# o&er0

@0 T$e true ' (tor% 'or %u((e%% don8t re & 2 r& t$ t )u($ "n )o%t or* n". t"on%0 T$"% "%

not$er + & o' % &"n* t$ t (o)#eten("e% tend to ,e 2 "d (ro%% +"de r n*e o' ?o,%1

+or! ro e%1 or* n". t"on%1 "ndu%tr"e%1 nd #ro'e%%"on%0 T$ere'ore1 e2en "' (o)#eten("e%

re not o''"(" & ,e"n* u%ed1 t$e& do "ndeed $ 2e ot to do +"t$ %u((e%% "n )o%t

or* n". t"on%0 So n "nd"2"du +$o "% #re# red +"t$ "n%"*$t "nto $"% $er o+n

(o)#eten("e% +" #ro, , & ,e , e to u%e t$e) "n %er2"(e o' %u((e%% "n t$e or* n". t"on

n&+ &0

A%%e%%)ent (enter% ) !e "t #o%%", e 'or or* n". t"on% to ) !e u%e o' t$e ,e%t

)et$odo o*& 'or %%e%%"n* t$e"r e)# o&ee%0 And "' t$e %%e%%)ent "% (o)#eten(&-, %ed

Xt$e "n'or) t"on 2 " , e on "nd"2"du % ( n ,e **re* ted 'or t$e or* n". t"on to

#ro2"de d t on t$e o2er e2e % o' ( # ," "t& "n t$e ,u%"ne%% re t"2e to t$e ,u%"ne%%

need% "n t$e 'uture0 We ( t$"% Qre -t")e %u((e%%"on # nn"n*8X+$ere t$e or* n". t"on

( n u%e t$e o2er2"e+ d t to # n1 (6u"re nd de2e o# t$e ( # ," "t"e% t$ t "t +" need

@


73/83

'or t$e 'uture0 T$"% "% #otent" & $u*e & ,ene'"(" nd (o%t e''e(t"2e 'or t$e

or* n". t"on1 dd% M rt"n0

T$e #ert"nent 6ue%t"on "%3 I% "t e%%ent" 'or or* n". t"on% 1 t$e ' (t re) "n% t$ t t$e& ( n ,e 6u"te Qre%our(e "nten%"2e81

%o # rt"(u r & 'or %) er or* n". t"on% t$e 2 ue-'or-)one& "%%ue "% t$e !e&0 It "% 2"t

to $ 2e t$e ne(e%% r& e5#ert"%e e"t$er "n-$ou%e or 2 " , e 2" ##ro#r" te 6u "'"ed

e5tern #ro2"der%Xto en%ure ##ro#r" te de%"*n nd e''e(t"2e de "2er&0 u%t "!e

n&t$"n* e %e1 t$e Qru,,"%$ "n ru,,"%$ out8 #r"n("# e ## "e%0 I' t$e Q %%e%%)ent8 %%e%%

+ron* t$"n*%1 or t$e #ro(e%% "% de "2ered ,& untr "ned1 un%!" ed %%e%%or%X"t +" te t$

or* n". t"on not$"n* o' 2 ue nd +" ,e + %te o' )one&0

To ) !e %ure n or* n". t"on ($"e2e e5(e en(e1 t$e %tr te*"e% nd # n% %$ou d ,e

'o(u%ed on re ($"n* t$e 2"%"on nd )"%%"on0 Pro(e%%e% "!e Co)#eten(& M ##"n* #ro(e%%

%$ou d ,e de2e o#ed nd %$ou d ,e "*ned +"t$ t$e or* n". t"on8% %tr te*"e% %o % to

) !e %ure t$e %&%te) "% e''e(t"2e0

BIB#I !RA&%$

Reference Boo s:


74/83

90 Co)#eten(& B %ed HRM1 ,& anesh 1hermon3 TATA M(Gr + H" Pu, "%$"n*

Co)# n&0

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A&&E"*ICESI"STR ME"T ESTI ""AIRES

" "2%R 1Front2line Staff4

"AME: *ESI!"ATI ":
http://www.citehr.com/http://www.careertrainer.com/http://www.e-hresources.com/http://www.hbr.com/http://www.employment-studies.co.uk/http://www.managementissues.com/http://www.citehr.com/http://www.careertrainer.com/http://www.e-hresources.com/http://www.hbr.com/http://www.employment-studies.co.uk/http://www.managementissues.com/


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A!E: " / F $EARS I" C M&A"$:

INSTRUCTIONS FOR FILLING UP THE 4UESTIONAIRE3 P e %e t"(! t$e ##ro#r" te ($o"(e &ou 'ee "% t$e ,e%t %u"ted P e %e *"2e re %on% +$ere2er re6u"red P e %e n%+er t$e 6ue%t"on%

/ My role is important in this organi ationJ I feel central here


/ My training and expertise are not fully utili ed in my present role


9/ / In my role I am a6le to use my creati+ity and do something ne-


;/ I ha+e tremendous opportunities for professional gro-th in my role


Stron* & d"% *ree ,> S "*$t & d"% *ree (> Stron* & *ree d> S "*$t & *ree

=/ Company focuses on performance impro+ements rather than 0ust e+aluation of indi+iduals/ > Ye% ,> No

>/ Is the performance appraisal system lin ed -ith the identification ofde+elopmental needsK


?/ *etermining the training needs helps in encouraging the 6est talent/


@/ Are you satisfied -ith the assessment methods used 6y the companyK

> Ye% ,> No

8 / )ould you li e to ma e some impro+ements in current performanceappraisal systemK

;


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> Ye% ,> No If yes, please specify them appropriately/

88/ )hat are your career plans for next six monthsK

ESTI ""AIRE21%R Manager4

"AME: A!E: " / F $EARS I" C M&A"$:

INSTRUCTIONS FOR FILLING UP THE 4UESTIONAIRE3 P e %e t"(! t$e ##ro#r" te ($o"(e &ou 'ee "% t$e ,e%t %u"ted P e %e *"2e re %on% +$ere2er re6u"red P e %e n%+er t$e 6ue%t"on%

8/ *o you thin , competency mapping results in 6etter employees performanceK

> Ye% ,> No

/ n -hat 6asis do you implement competency mappingK

9/ )hat are the moti+ational forces in your opinion to acti+ely in+ol+e the

employees in competency mappingK

;/ )hat are the methods used for Competency mappingK


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/ %o- often is competency mapping conductedKL nce in a yearL T-ice in a yearL thers, please specify

?/ )hat are the reasons for choosing this time span and -hat are the strategiesyou use for itK

@/ %o- good is assessment centre as compared to outsourcing recruitmentK Isit cost effecti+eK

8 / If fe- short listed employees are not promoted -hat is done to maintain theirperformanceK

88/ )hat do you plan for your employees in the near futureK


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ARTICLE- 9

Documents

Nidhi Hr Thesis 2