Competence FrameworksAPM Aberdeen Chapter Conference

16th February 2010

Paul ErrickerDirector The Project Professionals Academy

The Project Professionals Academy

What is a competence ?

Focuses on : the person

Summary of : behaviours observed in effective people

Example : communication style

Defined through : behavioural statements

Competency/ Competencies

Focuses on : the job / role

Summary of : related tasks within the job / role

Example : creating a logic-linked programme

Defined through : outputs from the job, task or role

Competence/Competences

Benefits of Competence Frameworks

Example behavioural frameworkCustomer Focus

Responds professionally and creatively to satisfy the needs of customers to the mutual benefit of both businesses. Strives to exceed their expectations and promote our business as a deliverer of the best customer service within the industry.

A B C D E F G H

Aware / Learning Able / Applying Knowledge Proficient / Skilled / Guiding Strategic / Expert / Role

Model

Takes personal responsibility for ensuring that every customer gets

what they need and has a professional, courteous and effective experience of the business

Builds and maintains strong relationships with customers

anticipates their needs and strives to ensure the customer receives high quality service at all times.

Creates a climate of partnership with customers in which they and their

staff receive the highest quality of service, and the business is seen to add tangible, long-term value to the customers business

Creates a business culture in which outstanding service to customers is

recognised and valued throughout the company. Demonstrates a profound understanding and interest in the success of customer businesses

Takes an active interest in discovering

and understanding the customers

business requirements, and how to assist in successful delivery

Courteous, polite and respectful, open and honest in dealings with customers

Takes personal ownership for sorting

out customer problems and delivering high standards of service

Responds effectively and professionally to customer issues and takes appropriate action

Passes on information and feedback

from customers to the appropriate

departments or team members quickly and clearly

Seeks to understand the customers

needs and requirements against the

broader business background asking relevant questions, listening to

feedback and suggesting appropriate actions

Creates trust and confidence in their

dealings with customers and is recognised as a credible representative of the business

Builds strong rapport with customer staff to get the job done more

effectively and deliver against customer performance measures

Helps team colleagues to assess and improve their own levels of customer service

Demonstrates pride in the quality of our product and our service delivery

Listens to customer requirements

carefully - offers ideas and

suggestions that support the customers broader business

requirements

challenges their thinking

appropriately, and helps them to see the value of a continuing business partnership

Adapts their style and approach to respond to a diverse population of customer needs and preferences

Develops client relationships that

enable difficult issues to be openly aired and resolved

Goes the extra mile to ensure customer satisfaction is met in full

and exceeded

Develops strong networks with

customers staff

Creates relationships of mutual trust and collaboration with customers to

develop improved services and build sustainable long-term partnership

Develops a relationshipdriven culture

that ensures customer focus is a

genuine belief across the business

Demonstrates an understanding of the customers internal culture and politics including their practical impact on

their business strategy and potential impact for our business

Builds close relationships with key influencers across the customers business and at the highest levels - seeks to understand the complex

range of factors affecting their business decisions and aspirations,

and finds mutually beneficial strategies

Provides customers with innovative

solutions which address current and future needs for both parties

Pro-active in seeking and securing customer input into the development

of our joint businesses

Applying competence to job familiesBehavioural Theme Job Role / Title Staff Level N/A A B C D E F G H

Nos

Project Director 17 G

Senior Project Manager 13 G

Project Manager 82 G

Senior Agent / Senior Site Manager 74 F

Agent / Site Agent / Site Manager 109 E

Sub Agent / Assistant Site Manager 10 D

Project Director 17 G

Senior Project Manager 13 F

Project Manager 82 E

Senior Agent / Senior Site Manager 74 E

Agent / Site Agent / Site Manager 109 D

Sub Agent / Assistant Site Manager 10 D

Behavioural Competency Level

COMMUNICATION

CUSTOMER FOCUS

Role Profiling

Competence Framework is linked to :

Breadth of competence

47 competences 30 x technical competences 9 x behavioural competences 8 x contextual competences

Linked to the APM Body of Knowledge

2.3 Stakeholder Management

Technical competence domain

TC03 STAKEHOLDER MANAGEMENT

Definition

Stakeholder management is the systematic identification, analysis and planning of actions to

communicate with, negotiate with and influence stakeholders. Stakeholders are those who have an

interest in the project or are impacted by the project

Indicators K E

1 Identifies and prioritises stakeholder interests

2 Analyses their interests, requirements and level of influence

3 Develops a strategy/plan to manage and communicates effectively with all

stakeholders. Includes stakeholder interests and expectations in the

requirements, objectives, scope, deliverables, time schedule and costs of the

project plan.

4 Implements and monitors the effectiveness of the stakeholder management

plan.

5 Communicates to stakeholders which of their requirements will be fulfilled or

not fulfilled by the project.

6 Ensures the threats and opportunities represented by stakeholders are captured

and proactively managed as risks.

7 Executes, communicates and manages changes in the stakeholder management

plan throughout the life cycle.

8 Gains the commitment of all stakeholders, including the most challenging

Total score for knowledge and experience

8 8

Overall knowledge and experience ratings

Competence Level

Depth of competence

Project Complexity A complex project would score highly

against the following indicators / criteria : Objectives, assessment of results Interested parties Cultural and social context Degree of innovation Project structure and organisation Leadership, teamwork, decisions Risks and opportunities Project management methods

Self AssessmentTechnical competence domain

TC03 STAKEHOLDER MANAGEMENT

Definition

Stakeholder management is the systematic identification, analysis and planning of actions to

communicate with, negotiate with and influence stakeholders. Stakeholders are those who have an

interest in the project or are impacted by the project

Indicators K E

1 Identifies and prioritises stakeholder interests 6 6

2 Analyses their interests, requirements and level of influence 5 6

3 Develops a strategy/plan to manage and communicates effectively with all

stakeholders. Includes stakeholder interests and expectations in the

requirements, objectives, scope, deliverables, time schedule and costs of the

project plan.

6 6

4 Implements and monitors the effectiveness of the stakeholder management

plan.

7 6

5 Communicates to stakeholders which of their requirements will be fulfilled or

not fulfilled by the project.

5 5

6 Ensures the threats and opportunities represented by stakeholders are captured

and proactively managed as risks.

4 5

7 Executes, communicates and manages changes in the stakeholder management

plan throughout the life cycle.

5 5

8 Gains the commitment of all stakeholders, including the most challenging 5 5

Total score for knowledge and experience 43 44

8 8

Overall knowledge and experience ratings 5 5

Competence Level C

Adopting the APM framework

The Project Professionals Academy has committed to the APM competence framework : Provides a common language National / international standard Provides flexibility (scale to needs) Adopted by government e.g. OGC Potential link to Chartership standards Why reinvent the wheel ?

Selecting the competenciesis as simple, just check

the tick boxes and click Finished

After clicking My Profile in the toolbarat the bottom you can then see the Competency you have selected for

development

You can rate your level of knowledgeand experience at this summary level,

add up to 150 words of commentsand any supporting documents

To expand the competency andRate yourself simply click the Competency name on the left

You can then rate your level of knowledge and experience at the

detail level if you prefer, thesoftware will then calculate

your overall rating.

To get a more detailed view of the gaps for aparticular competency

click on the competencytitle on the left

Final thoughts

Good competence frameworks support the development of individual and organisational capability

Through the APM we now have a common language for project management competence

Always ensure that your competence framework meets the specific needs of your organisation

End of presentation

Any questions ?

For more information

APM Competence Levels A - D

Scoring for APM Levels

K:8-10

E:8-10

Level A : Can successfully execute all the indicators by directing the management of complex

projects and / or programmes for an organisation or a functional unit

K:7

E:7 Level B : Has successfully executed most of the indicators by managing a complex project

K:5-6

E:5-6

Level C : Has successfully executed at least some of the indicators by management of a

project with limited complexity

K:4

E:0-4

Level D : Has the knowledge required and may execute some of the indicators in supporting

a project manager and / or project team