CM1c

The progression of competence approach represents a model of the desired behaviors, skills, knowledge, and attitudes needed at each level in the organization to exhibit the leadership attributes and management competencies required to sustain competitive advantage through human performance.



These levels are defined as:

Executives: Employees who manage organizations at the business

unit, division level and above

Managers: Employees who manage organizations at the department or functional level and below

Individual Contributors: Employees who do not manage departments or functions or have administrative responsibility for other people

Example

Competency: Customer Focus

Level: Manager



Attributes

Managers build and maintain strong customer relationships.

They have a driving service -delivery vision.

Managers understand and engage in customer connectivity, know and act on customer care-abouts and buyer values.

They understand that customer service is critical to the organization’s ultimate success.



Performance Behaviors

Demonstrates a clear understanding of the customer’s needs and matches them to the company’s services or products.

Maintains clear communication with customer regarding mutual expectations.

Anticipates, responds and makes decisions based on customer’s requirements, needs and feedback.

Follows through on customer inquires requests and complaints.

Keeps customer up to date about progress of projects.

Provides staff guidance, feedback and support on skills and knowledge needed to meet customer service objectives.

Holds individuals accountable.

Builds and maintains relationships with diverse people at all levels.

Ensures delivery of quality service.

Adds value.



Skills and Knowledge Areas

Customer Service and Retention

Customer Satisfaction Measurement

Customer Value Chain

Customers Relationship Management

Quality Management

Customer Retention

Negotiation

Service Delivery

Conflict Management

Communication

Team Building

Problem Resolution

Decision Making

Stress Management

Employee Development and Retention

The Ryan Group - Leaders in Human Capital Management Solutions