Creating Competency Models to Create a First-Rate Business Organization

1. Creating Competency Models to Create a First-Rate Business Organization Jeremy J. Weiss Integrity Mortgage Group

2. Outline

3. The creation of this project will help to accomplish the following objectives: Ensuring all new hires possess a customer-centric skill set Developing stronger customer relationships with current customers Reducing turnover to ensure continuation of customer relationships Providing ongoing employee training to address changes in customer relationships and demeanor Engage customer involvement in reviewing our performance to improve satisfaction level with our services (directly increasing referrals) Project Overview

4. This plan will set the bar high for new employees as well as ensuring current employees have the skill set needed to create effective, long-lasting customer relationships and experiences. As an organization, our team will be strategic in the hiring process, as well as ensuring all training is customer-centric. Strategic Improvement

5. The scope of this project will focus mostly on creating a change today, while only briefly touching on the continuous training and evaluation that will need to occur as the organization advances and develops. According to Carol Spicer, VP of Luxottica Retail, “ job competencies do not change, however the culture of the organization will change. Our management team will focus on developing the culture, outside of competencies” Project Scope

6. address the current organizational atmosphere Impact: better employee environment creating a focus on the measureable statistical effects and outcomes Impact: allows for continuous improvement create competency models for the three positions within our organization Impact: creates a realistic job preview for better hires in depth training will be provided to employees in two forms: physical training, and an online-based customer relationship management training Impact: employees feel a greater sense of value two key words can be identified that we will strive toward: service and satisfaction. Project Impact

7. According to The National Strategy to Secure Cyberspace, “Unfortunately corporate competency modeling initiatives have developed a reputation for becoming mired in cumbersome processes…but the opportunity for achieving business goals is great, and simplifying the competency modeling process can dramatically affect a company’s ability to achieve the results they need.” (2003) Achieving Results

8. Identifying the skills, methods, drive, and experience necessary in all positions Creating core competency descriptions and implementing into the recruitment process Creating training and handouts for employees on core competencies and how they can make a positive change Require employees to complete a two hour customer relationship management training Evaluate customer relationships, experiences, and outcomes to use in formulation of all solutions Achieving Results

9. Management Plan

10. Main Objectives: Time & Resources TIME Interviewers will be able to articulate the position to the candidate in a way that he/she will be able to articulate whether or not it will be a good fit for them personally, saving a great deal of time with recruitment and selection The use of core competencies will also come with a set of probative interviewing questions that look at specific examples in relation to the core competencies indentified as essential for hiring candidates who will fit the company. Training will decrease after it begins Overcoming Objections & Obstacles

11. RESOURCES Interviewers will be able to articulate the position to the candidate in a way that he/she will be able to articulate whether or not it will be a good fit for them personally, saving a great deal of time with recruitment and selection The use of core competencies will also come with a set of probative interviewing questions that look at specific examples in relation to the core competencies indentified as essential for hiring candidates who will fit the company. Training will decrease after it begins Overcoming Objections & Obstacles

12. Consultant- three hours:$100 Train the trainer costs: $350 Customer Relationship Management Training:$1,300.   Sunken costs: training facility, printing of handouts, use of computers, a projector, a video camera, and minor travel expenses. Financial Resources

13. My role will be take the outputs of our management meeting, surveys, as well as extensive research to then create the changes outlined. This will involve the following Extensive research Development of job competencies Development of training sessions Completing customer relationship management training Revise the interview process Ensure completion and timeliness of the project Personnel Resources

14. Qualitative and quantitative measures will occur. Training evaluation Employee turnover, client retention, as well as responses to questions asked on a customer experience evaluation. Evaluation will be ongoing, beginning now Evaluation Plan

15. Conclusion

16. References