Professional Documents
Culture Documents
Directors
(and other such similar leadership roles)
A Behavioural Competency
Framework
Introduction
Customer Service
Directors
(and other such similar leadership roles)
A Behavioural Competency
Framework
Prepared by
David Physick MBA, MSc and Gary Winter, Glowinkowski International Limited
Reviewed by
Don Hales, Founder and Chairman of Judges, National Customer Service Awards
Summary of Findings
Background
This report represents the outcome from almost 18 months of
quantitative and qualitative research, the objective of which
was to define the behavioural competencies associated with
high performance delivery in the role of Customer Service
Director or other such similar senior roles.
Critical Success
Factors
Critical Success
Factors
Critical Success
Factors
Predispositions
& Motivations
Organisational
Structure
Behaviours
Processes
Climate
Business
Performance
Summary of Findings
Influencing
Achieving
Self-managing
T1: Customer/
Client Orientation
M1: Robustness
I2: Customer/client
influencing
A2: Investigative
M2: Orientation to
excellence
Influencing
Achieving
Self-managing
T3: Organisational
awareness
M3: Perseverance
A4: Innovative
M4: Agility
Summary of Findings
trategic
lance s ational
a
b
o
t
r
ve
nd ope
We ha
ment a
develop
.
activity
W
e
imm need
to b
ens
e
e
th
pos e live pressu able t
ow
re;
ted
co
inte by cu mme exter ithsta
na
rn
n
n
st
ser ally fr omers ts that lly fro d
vice
m
om
can
on
th
th
a
b
gen s a cos ose w e web e
era
t
h
tor rathe o reg and
of v
r th ard
alu
a
e. n a
We do
nt alw
ay
as our
custom s live the sam
ers, ye
e lives
need to
t we
b
empath e able to dem
f our
y with
onstrat
part o s an effect
y
r
e
v
them.
e
E
ice
n ha
isatio lity of serv
n
a
g
r
o
a
u
q
e
th
the
ed to
upon
provid er. They
s
i
t
a
th
tom
al cus
extern cessarily
at is a
ne
dont ate this. Th ur role.
o
ci
appre stituent of
n
o
c
y
ke
We must fi
nd every op
portunity
feasible to ta
lk with our
customers.
W
e
ahe need
a
gre d. W to be
a
tom t tod hat co conti
n
n
orr ay i
ow. s co stitut ually
mm es s thin
odi ome king
tise
thi
ng
d
We need to
be able to ec
onomically
quantify wh
at many con
sider is
qualitative.
W
e
futu have
t
hav re stra o shap
e
wor to be tegy; w e our
o
wha k. Oth at the e abs rganis
olu
erw
atio
t
f
s
o
o
t
r
cus
ns
tom ever o ise the efront ely
re i
er f f ou
o
f
t
s
r
ocu
sed enter no ho his
.
pris
p
eb e
eing
Summary of Findings
Receive two to three hour feedback to understand your personalitys congruence with or
divergence from the required behaviours as defined by the framework.
STAGE 2
Complete Development
of Potential (DOP) to
review your strength and
frequency of delivering the
actual behaviours defined
in the framework
Review in 18 months
STAGE 3
Apply to wider team/
function so aiding growth of
common understanding of
behaviours, Predispositions
and Motivations and their
impact upon performance
Use competency based assessment for recruitment into service function and/or functions providing service, e.g. IT / HR
help-desks.
Train all leaders within service roles to manage performance using a combination of technical and behavioural
evaluations.
Train all leaders within service roles to evaluate the potential of their team members for development and promotion
utilising behavioural assessment.
Use the DOP process to assess organisational talent and create a succession planning framework*.
PROCESS 4: Development of organisational specific competency framework
Enables all roles to be defined in both technical and behavioural requirements and for the full HR cycle to be managed
against an organisational specific behavioural framework
* This is the only component of our methodology that we do not train and accredit your organisations own people to conduct.
Influencing
Achieving
Self-managing
T1: Customer/
Client Orientation
M1: Robustness
I2: Customer/client
influencing
A2: Investigative
M2: Orientation to
excellence
nN
ot considering where the client is coming from.
n Being closed minded to external factors that affect
service.
n Not considering the economics of service.
Influencing
Achieving
Self-managing
M3: Perseverance
A4: Innovative
M4: Agility
10
nB
eing culturally insensitive.
n Courting relationships with anyone without due reason.
n Stepping too far outside the circle of influence.
11
12
Introduction