Consulting service 01
Competency modeling
Define a good response as behavior you can observe
We collect response behaviors from four sources and group similar ones into competencies. Only behavior that can be confirmed from what a person says becomes an indicator.
Sources
- 01
Your standards and training
We extract response behaviors from service manuals and courses.
- 02
Existing competency models
We compare Learning Crew's competency dictionary with models for similar roles.
- 03
Literature and benchmarks
We review research papers, industry reports and global competency models.
- 04
Interviews and customer feedback
We interview frontline staff and managers and analyze feedback to find the behaviors that changed outcomes.
Method
- 01
Source analysis
We break the four sources down into individual response behaviors.
- 02
Competency definition
We group similar behaviors into candidate competencies and settle the definitions.
- 03
Behavioral indicators
We keep only behaviors that can be confirmed from speech.
- 04
Assessment mapping
We link competencies and observation items to each journey stage, situation and response stage.
- 05
Level anchors and validation
We write behavioral descriptions for five levels of each competency and refine them with input from frontline staff and a pilot.
Deliverables
- Response behavior list
- Competency definitions
- Behavioral indicators
- BARS rubric
- Training-to-assessment map
The definitions, indicators and anchors become the competency model in Design.
Shall we start with the standard?
In a demo we'll show you what kind of assessment your own service standards and training materials can support.