19. Example : Benchmarking Customer Expectations RELATIVE DISTANCE FROM AVG IMP. AVG PERF ICICI BANK HDFC BANK Citibank HIGH IMPORTANCE - LOW PERFORMANCE Phone Banking -PBO Competence 5.25 51 -12 11 1 Phone Banking - Call transfer and hold experience 5.20 21 -26 15 11 Servicing - Time of receiving the statement 5.18 60 -14 2 11 Phone Banking -PBO Impression 5.15 63 -8 9 -1 Phone Banking- Time taken to connect to PBO 5.13 23 -22 11 11 Servicing - Product related features 5.10 48 -6 -4 11 Servicing – Special Request 5.08 35 -15 9 6 HIGH IMPORTANCE - HIGH PERFORMANCE Servicing-Accuracy and Ease of understanding the statement 5.26 71 -10 2 8 Internet Banking – Access & Browsing 5.07 69 7 7 -14
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21. Example of Individual Attitudinal Capability System orientation, customer service, accountability are areas of concern
22. Example of Organizational Attitudinal Capability Change orientation & management style more worrisome
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28. COMPTENCY DEVELOPMENT Himanshu Kapil- Global InnovSource Role Identified competencies Assessment result Areas of improvement Action plan
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31. INTEGRATION OF HR SYSTEMS (Competency based HR practices) Reward System Performance Management System Recruitment & Selections Career Plan & Career Development Competency requirement Competency availability Competency acquisition/ Development Succession plans & Succession Development Training /development Plans & Programmes