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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