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Competency Framework

This document outlines a competency framework for Mahindra Retail with two main competency clusters: Achievement & Action and Helping & Human Services. The Achievement & Action cluster focuses on competencies like achievement orientation, concern for accuracy and order, and technical expertise. The Helping & Human Services cluster focuses on customer service orientation and building trust and value-based relationships. Performance levels ranging from basic to expert are defined for each competency. The framework aims to help Mahindra Retail identify, assess and develop the competencies needed to achieve their vision of being the preferred choice for customers.

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Vatsala Kapur
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279 views8 pages

Competency Framework

This document outlines a competency framework for Mahindra Retail with two main competency clusters: Achievement & Action and Helping & Human Services. The Achievement & Action cluster focuses on competencies like achievement orientation, concern for accuracy and order, and technical expertise. The Helping & Human Services cluster focuses on customer service orientation and building trust and value-based relationships. Performance levels ranging from basic to expert are defined for each competency. The framework aims to help Mahindra Retail identify, assess and develop the competencies needed to achieve their vision of being the preferred choice for customers.

Uploaded by

Vatsala Kapur
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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COMPETENCY FRAMEWORK

GROUP 4
CORAL JAIN (2012B31) VATSALA KAPUR(2012B19) AAYUSH JAIN (2012B) MANISHA VASHIST (2012A) RUCHITA SAWANT(2012A)

Mahindra Retail
VISION: Our vision is to be the preferred choice of every mother and child; to delight them with world-class products and services, and to serve them in a personalized fashion with extraordinary love and care

COMPETENCY CLUSTERS: Achievement & Action Cluster Helping & Human Services Cluster

Achievement & Action Cluster


1. Achievement orientation

Definitions: It is the ability and desire to improve ones resourcefulness to strive for excellence
Behaviour: Delivers high/excellent performance and exhibits result centric approach Performance Levels:
Level

1: Managing familiar tasks Level 2: Takes responsibility for results and approach Level 3: Pursues high standards Level 4: Achieving challenging tasks

2. Concern for accuracy and order

Definition: Focus on executing the tasks in a systematic, logical, and consistent manner with precision.
Behaviour: Understanding & adhering to quality standards. Performance Levels:
Level

1: Rarely meets quality requirements (1-2/10) Level 2: Sometimes meets quality requirements (35/10) Level 3: Often meets quality requirements( 6-8/10) Level 4: Always meets quality requirements (9-10/10)

3. Technical Expertise:

Definition: Ability to perform a particular professional task skilfully. Behaviour: Applies technical knowledge to correctly address a situation in a timely manner. Performance Levels:
Level

1: has basic knowledge Level 2: can handle moderately difficult task under supervision Level 3: can handle most tasks independently Level 4: can handle complex tasks and guide others

Helping and Human Services Cluster


1. Customer service orientation/Focusing on customers

Definition: Ability to identify, assess and cater to the needs and expectations of the customers. Behaviour: Exhibits timely, amicable and proactive approach towards customers. Performance Levels
Level

1: Rarely displays (1-2/10) Level 2: Sometimes displays (3-5/10) Level 3: Often displays (6-8/10) Level 4: Always displays (9-10/10)

2. Building trust and value based relationship

Definition: Committed to assuring a mutually beneficial and long term alliance with stakeholders. Behaviour: Develops, manages and nurtures relationship with stakeholders based on values and integrity. Performance Levels:
Level

1: Meets stated needs Level 2: Establishes mutual interest Level 3: Adds value to relationship Level 4: Sustains long term partnership

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