competency mapping - health care
TRANSCRIPT
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HHEEAALLTTHH CCAARREE
CCOOMMPPEETTEENNCCYY MMAAPPPPIINNGG
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Competencies for Health Care
Sr.No. Index
1 • What is Competency
• Type of Competency
2 Aspects of Competency Mapping
3 Competency Model
4 Competency Framework
� Competency for Others
5 Competencies Differentiate with Behaviour Indicative
� Threshold Competencies
� Differentiating Competencies
� Functional Competencies
√ Clinic
√ Call Centre
√ Finance & Accounts
√ HRD & Personnel
√ Information Technology
6 Measures of Competency
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1. What is Competency?
a. To know competency, first of all we should know the difference between competence and competency.
Competence’ means a skill and the standard of performance reached (What people can do), while ‘Competency’
refers to the behaviour by which it is achieved (Focused on how they do it), shown in Fig. 1.1.
Competence Competency
Skill-based Behaviour-based
Standard attained Manner of behaviour
What is measured How the standard is achieved
b. Difference between Competences and Competencies
Competences refers to the range of skills which are satisfactorily performed,
Competencies refer to the behaviour adopted in competent performance.
Definition
� Competency is a capacity of an individual that leads to the behaviour, which meets the job
demands within the parameters of the organizational environment and in turn brings about
desired results.
� Competency mix comprises Knowledge, Skills & Attitude.
� Competencies are the characteristics of a manger. This goes along with our promise that
competency is a characteristic of a person.
c. Types of Competencies
1) Threshold Competency
2) Differentiating Competency
3) Functional Competency
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ASPECTS OF COMPETENCY MAPPING – HEALTH CARE
What affects: Competency Mapping?
• Management Philosophy
• Customer requirements
• Business Needs
• Business Process Application of Competency mapping
• Recruitment
• Placement
• Development
• Performance Management
• Career Planning
• Succession Planning
• Reward
• Job Redesign
Why Competency
Mapping ?
• Right Sizing
• Quality Manpower
• Higher Performance Organisational Core Competence
Competency Mapping
Competency Identification • Task Forces • Benchmarking against Superior
Performers • By Self & Superior
• By HR Specialist • Job Experts/ Subject Matter Specialists • Psychologist • Industrial Engineers • Task Analysis Workshop • Questionnaire
• Interviews • Group Work • Critical Incident Technique • Repertory Grid
Competency Assessments • Self & Superior Assessment • 360 degree Feedback • Assessment Centre • Psychometric Tests
• Interviews • Leaderless Group Discussion (LGD) • In-basket Exercise • Management Games • Role Play • Case Study
• Scenario Discussion • Portfolio Presentation
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3. Health Care Competency Model :
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4a. Health Care Competency Framework
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THRESHOLD COMPETENCIES
The essential characteristics that everyone in the job needs to be
minimally effective, but this does not distinguish superior from
average performers.
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THRESHOLD COMPETENCIES – HEALTH CARE:
Functional Basic Advance Expert
Honesty (Personal
Credibility)
√ Carry his or her fair share of workload
√ Take responsibility for own mistakes does not blame
others
√ Follow the rules and regulation of the organisation
√ Use work time for
organisational matters and
not for personal matters
√ Report fraud, corruption and
maladministration
√ Honours the confidentiality of matters and does not use it for
personal gains or the gains of
others
√ Act Decisively against corrupt and dishonest conduct
√ Creates an environment
where integrity, honesty and accountability flourish
√ Creates a culture of
accountability
√ Is fully responsible for all actions, even if it reflects
negatively on self or
organisation
Focus
√ Pursues work with energy, drive, a need for completion
√ Provide services to internal and external customers in a respectful manner, accurately
and on time
√ Understands how his or her job impacts business results
√ Understands the organizations priorities
√ Focuses time and resources on activities that will yield the greatest benefit
√ Remove the road blocks that
impede his or her subordinate to
perform
√ Providing clear instructions to subordinates and make sure that
his or her communication is
completely understood
√ Work effectively under
pressure – balances multiple
objectives
√ Focuses performance improvement on the reduction
of the time required to
perform work and elimination of unnecessary work
√ Defines a clear direction and
vision that empowers
employees to function smoothly
√ Seeks ways to combine
efforts to address common issues
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Functional Basic Advance Expert
Cost Consciousness
√ Does not waste supplies, inventory or office materials
√ Respects the property of
organisation and takes steps
to prevent damage to materials or equipment.
√ Suggest cost-saving measures
√ Eliminates nonessential activities.
√ Identifies wasteful practices and opportunities for optimizing
resources used
√ Ensure that all activities add value either by lifting potential
revenue or reducing or
controlling cost.
√ Considers costs, benefits and risks when making and
implementing decisions.
√ Sets overall direction for how resources and assets can be used effectively
Initiative
√ Does more than what is
normally required in a situation
√ Works independently
completes assignment without constant supervision
√ Identify what needs to be done and takes action before being asked or before situation requires it.
√ Takes actions to avoid or minimize
potential problems or maximize potential opportunities in the future
by drawing on extensive personal
experience.
√ Implements contingency plans when crises arise.
√ Proactively anticipate and address the concerns of employees, PS, upper management and customers
√ Fosters an environment that anticipates and acts upon potential threats and / or
opportunities.
√ Defines and addresses high level challenges that have the
potential.
√ Encourages initiative in others
Relationship Building
√ Take time to get to know co
workers, to build rapport and establish a common bond
√ Develops and maintains the
positive work relationship with
others
√ Treat all the people with dignity
√ Put his or herself in another positions and demonstrate,
compassionate and consideration and care
√ Keep conflict resolution professional and not personal
√ Attentive to understand the views of others
√ Manages conflicts with others in ways that preserve good relations.
√ Resolves differences between people using persuasion, diplomacy and logic.
√ Contributes to an environment
where differences are valued and encouraged
√ Recognizes others for contributions and commitment
√ Encourage people to bring difficult issue into the open.
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DIFFERENTIAL COMPETENCIES
The characteristics, which differentiate superior performers from
average performers, come under this category; such
characteristics are not found in average performers.
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DIFFERENTIAL COMPETENCIES – HEALTH CARE
Functional Basic Advance Expert
Target
Achievement
√ Exerts unusual efforts to achieve goals
√ Creates own measure of
excellence √ Consistently achieves established expectations through personal commitment
√ Has a strong sense of urgency about solving problems and getting
work done.
√ Find or creates way to measure performance against goals
√ Maintain commitment to goals in the face of obstacles and
frustration
√ Empowers teams to achieve goals by providing resources,
training, responsibility and
authority √ Develop challenging but
achievable goals √ Hold staff accountable for
achieving standard of
excellence and results for the organizations
Process Driven
√ Doing the job as per set processes and procedures
√ Avoid deviations from
processes and procedures
√ Actives seeks and suggests better ways of doing the job
√ Minimizing cost and time
√ Actively seeks and suggests better ways of getting the job done
√ Translates ideas into specific tasks/actions to improve operations
√ Resource management
√ Ensures alignment of authority, responsibility and
accountability with
organisational objectives √ Creatively applies and actively
shares expertise and best
practices with other department
Time /Work
Management/ Planning
√ Sets priorities for task in order of importance
√ Completes tasks in accordance
with plans
√ Direct issues and problems to seniors and concerned when
unable to resolve
√ Set, communicates and regularly
assess priorities √ Defines work plan with tasks, time
frames, milestones, resources and
dependencies √ Anticipates problems and prepares
countermeasures
√ Develops strategic plans considering short terms requirements as well as long
term
√ Sets standards and norms and plans for the total
efficiency of function √ Continually creates and
updates contingency plans for
abnormal situations.
Adaptability
√ Demonstrate willingness to try
new approaches
√ Accepts that things will change
√ Ability to adjust to others in order to improve interpersonal relationship
√ Shifts priorities, changes, style and response with new approaches as
needed to deal with new or changing demand
√ Maintains composure and
show self control in the face
of challenges and change
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FUNCTIONAL COMPETENCIES
These distinctive competencies are grouped for each job within
the organisation. The goal is to optimize performance by having
the technical skills to perform the job
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FUNCTIONAL COMPETENCIES – HEALTH CARE
1) Finance & Accounts: Functional Basic Advance Expert
Auditing
√ Detection of errors, frauds and illegal acts.
√ Basic knowledge of Company
Law, Direct and Indirect Law,
Labour Law.
√ Understands the role of the internal auditor in the audit
planning process.
√ Co – coordinating with Internal, statutory and tax Auditors for
preparing Schedules and
Reports.
√ Implements, documents, and validates appropriate
√ Differentiates between
substantive and compliance
testing and knows which audit procedure to apply.
√ Advance Knowledge of
Company Law and Income tax Law and Auditing and
accounting standards and
Labour law
√ Review internal audit findings with auditor and
auditing management
MIS - Financial Planning
√ Generating various MIS reports and monitoring movement of key
business indicators viz. Debtors
Control & Fund Flow Management, Cost and inventory.
√ Managements to facilitate the
decision making process. Cost – Volume – Profit analysis.
√ Allocation of overhead costs, under applied and overhead
treatment and causes, absorption and variable costing.
√ Working knowledge of the
organization’s business practices as they relate to the financial
system(s) the individual
supports.
√ Conceiving, designing and supervising the preparations
of MIS reports to provide
feedback to top management on business performance.
√ Preparation of MIS as per
requirement of management.
√ Development of MIS to align
with business.
√ Thorough knowledge of
business practices related to the financial system’s
operations required to
effectively work with financial and program staffs in
importing and / or
reengineering financial management systems
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Functional Basic Advance Expert
Revenue -
Payment and Bank
√ Knowledge of double entry accounting concepts.
√ Vendor Payment and
reconciliation, Bank
reconciliation and branch reconciliation.
√ Knowledge of TDS.
√ Expert knowledge of Excel
and Navision.
√ Ensure accuracy of bill generation, receipt of the
same and credit received in
co bank account.
√ Co- ordination with Bank as per requirement.
√ Conduct research into generally accepted accounting principles.
√ Ability to identify and analyze software tools that facilitate the
processing or retrieval of financial data.
√ Knowledge of checking bill, credit period and procedure of the
payment.
√ Ensure timeliness and accuracy of payment.
√ Ensure accurate statutory deduction.
√ Monitoring the system and procedure followed by branch
accountant at clinic level.
√ Ensuring proper bank charges, interest charged by bank as per agreement.
Taxation &
Finalization
√ Knowledge of direct and indirect tax (Income tax, wealth Tax, service tax etc).
√ Identifies tax issues, using an understanding of basic tax laws
applicable to the organization.
√ Identifies tax implications and analyzes alternative courses of
action.
√ Prepares timely tax return in compliance with filing
requirements
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2) HRD & Personnel Functional Basic Advance Expert
Recruitment And
employee Orientation
√ Understanding of Job
requirement.
√ Very consistent in sourcing resumes in the least
turnaround time.
√ Able to identify right individual for the right job
√ Completing joining
formalities.
√ Conducting initial Interviews
√ Preparation of Job Description
√ Man power planning
√ Salary Negotiation
√ Induction
√ Conducting Probation Appraisal
√ Reliability and validity of selection tests/tools/methods.
√ Driving recruitment function
to minimize the gap
√ Quantitative analyses
required to assess past and
future staffing (for example, cost benefit analysis, costs
per hire, selection ratios, and
adverse impact).
√ Staffing alternatives (for example, telecommuting,
outsourcing)
√ Third party contract
management, including development of requests for
proposals
Time office ,
Payroll & Compliance
√ Payroll is prepared within designated timeliness in
accordance with organizational policy and
procedures.
√ Knowledge of PF , ESIC , PT ,
TDS on salary , Labour law, Doctors registration etc
√ Knows guidelines and procedures for personnel
actions.
√ Daily attendance and leave
maintenance
√ Ensuring all deduction of statutory and filling of the challan on time
√ Developing of MIS related to payroll.
√ Focuses on applying the technical knowledge and analytical thinking necessary to design and
implement system.
√ Compliance of PF, ESIC, PT, TDS
and Labour law.
√ Issue of warning letters and HR actions against absenteeism and
late coming technology and human resource information
systems (HRIS) to support
HR activities.
√ Expert knowledge of PF , ESIC , TDS on salary , PT and
Labour laws
√ Dealing with government
bodies.
√ Devising incentives and variable Pay methods to
foster the business.
√ Driving payroll team to
deliver payroll on time.
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Functional Basic Advance Expert
Performance Management And
Training &
Development
√ Administrating performance appraisal system and
method.
√ Administrating Incentives
method.
√ Co ordination of Training program.
√
√ Designing of Training Program.
√ Conducting training analysis.
√ Based on performance appraisal suggesting various actions to
management
√ Implementing management
decisions related to performance
√ Monthly review of all clinics and call center and quarterly back
office.
√ Designing the reward , engagement activity
√ Devising Development plan
for Star performance
√ Delivering training programs
√ Succession planning for Key
position.
√ Creates Value based organization culture.
Employee Relation
and Engagement
√ Administrating rewards and
engagement activities.
√ Handling Employee
grievances.
√
√ Designing new policies for
employee engagement
√ Designing Fun calendar
√ Establishing and maintaining
good relationships between employers and employees
√ Union negotiation
√
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3) DOCTORS Functional Basic Advance Expert
Homeopathy
Knowledge
√ Homeopathic Philosophy by
Hanehman Organon of medicines
√ Basic Knowledge of 300
Homeopathic remedies with
their drug pictures
√ Basic knowledge of different repertories
√ Homeopathic philosophy by
Robert, Clark
√ Practical Application of Philosophy in routine practice
√ Basic Knowledge of 700 homeopathic remedies with their
drug pictures
√ Proper selection of Rubrics according to the case
√ Knowledge of Modern
Philosophies by Dr. Vijaykar, Dr. Shankaran
√ Experimenting and
developing new approaches
of uses of philosophy
√ Basic knowledge of 1500 homeopathic remedies with
their drug pictures
√ Advance knowledge of Rubrics and their Sub
Raubrics
Case Taking
√ Evaluating whether a case is suitable for homeopathic
treatment based on initial
information. Includes knowing when to refer to a
different modality or a
different homeopathic practitioner
√ Communicating with the
client about the nature of the homeopathic interview and
the nature of homeopathic
treatment, including its limitations. This should take
place prior to formal case
taking
√ Conducting the interview with sensitivity to the client’s
needs, privacy, dignity and
psychological safety.
√ Appropriate communication with clients both during and between
follow-ups.
√ Appropriate scheduling of follow-ups based on strategy of treatment, anticipated remedy
action, prognosis and the client’s
needs.
√ Assessment of remedy action.
√ Concepts of simillimum, similar, layers, zigzagging
√ Acute diseases during chronic treatment.
√ Analyzing what needs to be cured – determining the
central disturbance and
themes of the case based on distinguishing symptoms in
the mental, emotional &
physical spheres.
√ Converting symptoms into repertory language
√ Researching remedies in the material medical and
applying this research to the
case.
√ Psychology / Potency
√ Intercurrent prescribing
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Functional Basic Advance Expert
Consultation Skill
√ Knowledge of the psychological and emotional functioning of
individual
√ Knowledge of alternative medicine
√ Facility in effective and sensitive interviewing attitudes and
techniques that will enable individuals to reveal and talk
through relevant issues in their physical, mental and emotional
health.
√ The ability to recognize and interpret significant aspects of a
client’s appearance, body language, speech and behavior.
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4) Operation & Administration
Functional Basic Advance Expert
Material
Management
√ Optimum Availability &
utilization of housekeeping consumables.
√ To Prepare , monitor, update and appropriate format data
base of all vendors at clinic Level
√ All expiry stock of medicine or any other discarded on
correct time and its proper
disposal.
√ To ensure no excess/
shortage of stock at clinic level
√ To lay down proper system which keep the track of all bills received on time and after verification and
approval send to accounts for
payment
√ To ensure no excess/ shortage of stock at Zonal Level.
√ To Monitor, Ensure and supervise disposal of waste as per norms.
√ Revenue received from the same recorded and deposited.
√ To Prepare , monitor , update and appropriate format data base of all
vendors at Zonal
√ To collate, compare and finalize the
quotation received from vendors
√ To prepare MIS report on Cost Volume Profit Analysis on purchase
√ To ensure no excess/ shortage of stock, at store or
organizational level. √ To Prepare , monitor , update
and appropriate format data
base of all vendors at Organization Level
√ Deployment of cost efficient, Transport Management System
with 0% Damage of quantity,
loss in transit and timely Delivery.
Event Management
&
Back office administration
√ To co-ordinate with venue vendor
√ To communicate correct
details for event (location wise, time wise etc to
invitees)
√ To arrange for tickets, hotel booking etc for invited
members.
√ To co-ordinate with local administrator related to the
existing telephone lines
√ To ensure the receipt of deposit at the time of
surrender lines in every case.
√ To make arrangement of new mobile/landline etc as per
need
√ To gather information related to
Event (Date, No. of person,
Venue, Cost, Timing etc.)
√ To identify the venue, compare the venues available & finalize the
most suitable cost wise, location
wise, etc.
√ To locate the recovery of extra usage from Employee/ Doctor
towards using of mobile and ensure optimum utilization.
√ All necessary plans for inauguration of the clinic
√ To ensure timely and accurate
payment for all vendors.
√ To make corporate tie-up with suitable vendor from cost &
service point if required.
√
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Property Management And
Compliances
√ Timely payment of property tax.
√ Temporary Licenses for local
events management
√ To ensure Payment of Security Deposit and Monthly Rental
Payments to the respective
Property owner without late payment charges
√ To surrender of Property on cancellation of contractual period,
refund of security deposit to Company
√ To renew of the Property on expiry of period, execution of deeds, and possession of property
Clinic
Administration
√ Routine check of the whole
premise & preparing a daily snag list consisting of all
repair / maintenance &
requirement of the clinic & sorting out the same within
minimum required
reasonable time
√ Getting the work done from
Electrician, carpenter,
Plumber, Mason & Painter for all repairs of the clinic
Vending M/c, Water
Dispenser, TV/Live Media, Fire Alarm, Fire
Extinguishers, CCTV, Medical
Equipment though AMC provider or other
maintenance personnel
√ Maintain & Ensure the attendance of Attendants
√ Identifying Doctors Residence ,
obtain leave and License agreement and ensuring payment
of Security deposit and monthly
rent
√ Renewal, expiry notice and
surrender of the premises and refund of security deposit.
√ Grooming & training of Housekeeping attendant
√ Maintaining & checking check list
for housekeeping at clinics
√ Identifying team of Electrician ,
carpenter , plumber and painter for all repairs of the clinic ,
Vendor for AMC
� Preparing budgets and adhering
to the budget for clinic
administration.
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New Projects
√ To identify, Acquire, Deal , Occupy and take Possession of the New Property for Clinics, if required
√ To get prepared, executed and properly documented all the
documents related to the Property
√ Take the approval for the
same & co - ordinate with vendor , Decide the Target
date to put to use
√ Finalize the vendor (
Architect ) for designing the
clinic & put forward to mgmt
√ To make ready the same date as decided.
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5) Call Centre Functional Basic Advance Expert
√ Handling customer queries
√ Providing product
information √ Selling products or services
√ Calculate staff requirement
√ Calculate telephone resources
√ Define work force
management/ workforce
optimization √ Identify tasks to be
completed outside of the team
√ List possible souces of
planning data √ Identify processes for data
collection
√ Describe process for data cleansing and adjustment
√ Describe the data sources for
outbound call workload √ Develop both long and short
term forecasts of workload √
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6) Clinics
Dispensers /
Pharmacist
√ Numbers of Medicines dispensed
√ Accuracy of prescription
√ Patient Management & Treatment
√ Pharmacy Management (Cleanliness)
√ Follow SOP’s (As per FDA Records)
√ Courier Dispatch
Accountant √ Revenue Collection & Deposits
√ Authenticated & Accurate Accounting
√ Stock Management
√ Confidentiality
TO √ Responsiveness to Patient needs
√ Answers in 3 rings
√ Giving timely and correct messages
√ Courtesy and politeness
Patient Care
Executive
√ Handles every patient with care
√ Feedback form satisfaction
√ Updating of complaints in the complaint log
√ Involves in Business generation (closing / registration of NPT /
Renewal)
√ Accuracy in filling the NPT forms
√ Accuracy in capturing data of the patients (ERP)
√ Grooming and Personality
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7) Information Technology Functional Basic Advance Expert
Hardware /
Networking
√ Client Operating System -
Windows Xp, Vista,
Win7,2000 √ Basic Computer Hardware &
Networking Knowledge √ Ms Office √ Installation of various
Operating Systems and related patches
√ Updating Antivirus and removal of virus
√ Mail Configuration and Backup of Ms Outlook and
Outlook Express √ Assembling Computer
√ Installation of Hardware Device
√ Quick resolution to trouble shooting
√ IIS √ Documentation
√ Server Operating System -
Windows 2003/2008
√ Strong Backup Policy √ Licensing (Terminal & OS)
√ Familiar with Backup Devices, Server Hardware and Networking
Components
√ ADS,DNS,DHCP,GPO,WDS,RIS √ Patch Management
√ Strong Server & Network & Data
Security Concepts and Policy √ Advance Email Server
Administration
√ Performance Monitoring and Capacity Planning
√ Minimum downline √ Data Security
√ Network Design (IP
Addressing)
√ Data Centre (Server sizing, power require, etc.)
√ Server Operating system – Windows 2003/2008
√ Strong Backup Policy
√ Licensing
Software
√ Development, Incorporation of changes
√ SSRS/Crystal Reports
√ Environment: Asp.net 1.1/2.0/3.5
√ Programming Language:
Vb.net/C#.net, T-SQL √ SDLC
√ Object Oriented Concept √ Documentation
√ Business process/ requirement understanding
√ Gap analysis, workaround, design
√ SSAS, SSIS, SSRS / Crystal Report
√ System Analysis, Database
Design and Modeling Fundamentals
√ Sound Knowledge of Business Functions
√ Business Process Understanding
√ Quality standards adherence
√ Timely delivery implementation
√ Strong Knowledge of
Business Functions √ Licensing
Database
√ Database updates
√ MS SQL Sever (2000/2005/2008)
Developer
√ SSRC/Crystal Reports √ Programming Language:
Vb.net/C#.net, T-SQL
√ SDLC √ Documentation
√ Database Security
√ MS SQL Server (2000/2005/2008) DBA
√ SSAS, SSIS, SSRS / Crystal
Report √ System Analysis, Database
Design and Modeling
Fundamentals √ Database architecture
√ Strong Backup Policy
√ Strong Knowledge of Business Functions
√ Licensing
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understanding
√ Database fine Tuning √ Database Optimization
√ Database and Application Security
& Disaster Management √ Performance Tuning & Capacity
Planning
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Measures of Competency
Finance & Accounts HOD Manager Asst. Mgr. Sr. Exec. Executive
Threshold
Competency
Honesty E A A A A
Focus E A A B B
Cost Consciousness E E A A A
Initiative E A B B B
Relationship Building E A B B B
Differentiation
Target Achievement E A A B B
Process Driven E A A A A
Time/Work/Mgmt/Planning E A A B B
Adaptability E A A B B
Functional
Auditing E E A
MIS – Financial Planning E A
Revenue – Payment & Bank A A B B
Taxation & Finalization A
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HRD & Personnel HOD Manager Asst. Mgr. Sr. Exec. Executive
Threshold
Competency
Honesty E A B B B
Focus E A B B B
Cost Consciousness E A A B B
Initiative E A B B B
Relationship Building E A A A B
Differentiation
Target Achievement E A A B B
Process Driven E A B B B
Time/Work/Mgmt/Planning E A B B B
Adaptability E A B B B
Functional
Recruitment & Employee
Orientation
E A B B
Time Office, Payroll &
Compliance
A/E A B B
Performance Management
& Training & Development
A B
Employee Relation &
Engagement
A B B
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Information Technology HOD Manager Asst. Mgr. Sr. Exec. Executive
Threshold
Competency
Honesty E A B B B
Focus E A B B B
Cost Consciousness E A A B B
Initiative E A B B B
Relationship Building E A A A B
Differentiation
Target Achievement E A A B B
Process Driven E A B B B
Time/Work/Mgmt/Planning E A B B B
Adaptability E A B B B
IT SW IT SW IT SW IT SW
Functional
Hardware / Networking E E A A B A B A B
Software E B E B E B E B A
Database E A E B E B E B A
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Clinic & Medical
City Head
Clinic Heads
Doc TO Patient CE
Dispenser Cashier
Threshold Competency
Honesty E E A B B B A
Focus E E B B B B B
Cost Consciousness A A B B B B B
Initiative A A B B B B B
Relationship Building E E A B A B B
Differentiation
Target Achievement E E A B A B B
Process Driven E A B B B B B
Time/Work/Mgmt/Planning A A B B B B B
Adaptability E E B B B B B
Functional
Homeopathy Knowledge E A B
Case Taking E E A
Consultation Skill A A A
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Operation & Administration Manager Asst. Mgr. Sr. Exec. Executive
Threshold
Competency
Honesty A A A A
Focus A A A A
Cost Consciousness A A A A
Initiative A B B B
Relationship Building A A A A
Differentiation
Target Achievement A B B B
Process Driven A B A A
Time/Work/Mgmt/Planning A B A A
Adaptability E B B B
Functional
Material Management E A B
Event Management & Back
Office administration E A B/A B
Property Management &
Compliance A
Clinic Administration E A B B
New Projects E A
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Call Centre
Asst. Mgr. Agent TL
Threshold
Competency
Honesty A B A
Focus A B A
Cost Consciousness A B B
Initiative A B B
Relationship Building A B B
Differentiation
Target Achievement A B B
Process Driven A B B
Time/Work/Mgmt/Planning A B B
Adaptability A B B
Functional