COMPETENCY MAPPING

HEALTH CARE

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Competencies for Health Care
Sr.No. Index

1 • What is Competency
• Type of Competency

2 Aspects of Competency Mapping

3 Competency Model

4 Competency Framework

Competency for Others

5 Competencies Differentiate with Behaviour Indicative

Threshold Competencies

Differentiating Competencies

Functional Competencies

√ Clinic

√ Call Centre

√ Finance & Accounts

√ HRD & Personnel

√ Information Technology

6 Measures of Competency

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1. What is Competency?

a. To know competency, first of all we should know the difference between competence and competency.
Competence’ means a skill and the standard of performance reached (What people can do), while ‘Competency’
refers to the behaviour by which it is achieved (Focused on how they do it), shown in Fig. 1.1.
Competence Competency

Skill-based Behaviour-based

Standard attained Manner of behaviour

What is measured How the standard is achieved

b. Difference between Competences and Competencies

Competences refers to the range of skills which are satisfactorily performed,
Competencies refer to the behaviour adopted in competent performance.
Definition
 Competency is a capacity of an individual that leads to the behaviour, which meets the job
demands within the parameters of the organizational environment and in turn brings about
desired results.

 Competency mix comprises Knowledge, Skills & Attitude.

 Competencies are the characteristics of a manger. This goes along with our promise that
competency is a characteristic of a person.

c. Types of Competencies
1) Threshold Competency
2) Differentiating Competency
3) Functional Competency

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ASPECTS OF COMPETENCY MAPPING – HEALTH CARE

What affects: Competency Mapping?

• Management Philosophy
• Customer requirements
• Business Needs
• Business Process Application of
Competency mapping
Why Competency • Recruitment
Mapping ? • Placement
• Development
• Right Sizing Competency • Performance
• Quality Manpower Mapping Management
• Higher Performance • Career Planning
Organisational Core • Succession Planning
Competence • Reward
• Job Redesign

Competency Identification Competency Assessments

• Task Forces • Self & Superior Assessment

• Benchmarking against Superior • 360 degree Feedback
Performers • Assessment Centre
• By Self & Superior • Psychometric Tests
• By HR Specialist • Interviews
• Job Experts/ Subject Matter Specialists • Leaderless Group Discussion (LGD)
• Psychologist • In-basket Exercise
• Industrial Engineers • Management Games
• Task Analysis Workshop • Role Play
• Questionnaire • Case Study
• Interviews • Scenario Discussion
• Group Work • Portfolio Presentation
• Critical Incident Technique
• Repertory Grid

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3. Health Care Competency Model :

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4a. Health Care Competency Framework

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THRESHOLD COMPETENCIES

The essential characteristics that everyone in the job needs to be

minimally effective, but this does not distinguish superior from
average performers.
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THRESHOLD COMPETENCIES – HEALTH CARE:

Functional Basic Advance Expert

√ Carry his or her fair share of √ Report fraud, corruption and √ Creates an environment
workload maladministration where integrity, honesty and
accountability flourish
√ Take responsibility for own √ Honours the confidentiality of
mistakes does not blame matters and does not use it for √ Creates a culture of
Honesty (Personal others personal gains or the gains of accountability
Credibility) √ Follow the rules and others √ Is fully responsible for all
regulation of the organisation √ Act Decisively against corrupt and actions, even if it reflects
dishonest conduct negatively on self or
√ Use work time for organisation
organisational matters and
not for personal matters
√ Pursues work with energy, √ Understands the organizations √ Work effectively under
drive, a need for completion priorities pressure – balances multiple
objectives
√ Provide services to internal √ Focuses time and resources on
and external customers in a activities that will yield the greatest √ Focuses performance
respectful manner, accurately benefit improvement on the reduction
and on time of the time required to
√ Remove the road blocks that
perform work and elimination
√ Understands how his or her impede his or her subordinate to
of unnecessary work
job impacts business results perform
√ Defines a clear direction and
√ Providing clear instructions to
vision that empowers
subordinates and make sure that
employees to function
his or her communication is
Focus smoothly
completely understood
√ Seeks ways to combine
efforts to address common
issues

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 Functional Basic Advance Expert
√ Does not waste supplies, √ Eliminates nonessential activities. √ Ensure that all activities add
inventory or office materials value either by lifting potential
√ Identifies wasteful practices and
√ Respects the property of revenue or reducing or
opportunities for optimizing
organisation and takes steps controlling cost.
resources used
to prevent damage to √ Considers costs, benefits and
Cost Consciousness materials or equipment. risks when making and
implementing decisions.
√ Suggest cost-saving measures
√ Sets overall direction for how
resources and assets can be
used effectively
√ Does more than what is √ Identify what needs to be done and √ Fosters an environment that
normally required in a takes action before being asked or anticipates and acts upon
situation before situation requires it. potential threats and / or
√ Works independently opportunities.
√ Takes actions to avoid or minimize
completes assignment without potential problems or maximize √ Defines and addresses high
constant supervision potential opportunities in the future level challenges that have the
Initiative by drawing on extensive personal potential.
experience. √ Encourages initiative in others
√ Implements contingency plans
when crises arise.
√ Proactively anticipate and address
the concerns of employees, PS,
upper management and customers
√ Take time to get to know co √ Keep conflict resolution √ Contributes to an environment
workers, to build rapport and professional and not personal where differences are valued
establish a common bond and encouraged
√ Attentive to understand the views
√ Develops and maintains the of others √ Recognizes others for
positive work relationship with contributions and commitment
√ Manages conflicts with others in
others
Relationship ways that preserve good relations. √ Encourage people to bring
Building √ Treat all the people with √ Resolves differences between difficult issue into the open.
dignity people using persuasion, diplomacy
√ Put his or herself in another and logic.
positions and demonstrate,
compassionate and
consideration and care

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DIFFERENTIAL COMPETENCIES

The characteristics, which differentiate superior performers from

average performers, come under this category; such
characteristics are not found in average performers.
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DIFFERENTIAL COMPETENCIES – HEALTH CARE
Functional Basic Advance Expert
√ Exerts unusual efforts to √ Has a strong sense of urgency √ Empowers teams to achieve
achieve goals about solving problems and getting goals by providing resources,
√ Creates own measure of work done. training, responsibility and
excellence √ Find or creates way to measure authority
Target √ Consistently achieves performance against goals √ Develop challenging but
Achievement established expectations √ Maintain commitment to goals in achievable goals
through personal commitment the face of obstacles and √ Hold staff accountable for
frustration achieving standard of
excellence and results for the
organizations
√ Doing the job as per set √ Minimizing cost and time √ Resource management
processes and procedures √ Actively seeks and suggests better √ Ensures alignment of
√ Avoid deviations from ways of getting the job done authority, responsibility and
processes and procedures √ Translates ideas into specific accountability with
Process Driven √ Actives seeks and suggests tasks/actions to improve organisational objectives
better ways of doing the job operations √ Creatively applies and actively
shares expertise and best
practices with other
department
√ Sets priorities for task in order √ Set, communicates and regularly √ Develops strategic plans
of importance assess priorities considering short terms
√ Completes tasks in accordance √ Defines work plan with tasks, time requirements as well as long
with plans frames, milestones, resources and term
Time /Work
√ Direct issues and problems to dependencies √ Sets standards and norms
Management/
seniors and concerned when √ Anticipates problems and prepares and plans for the total
Planning
unable to resolve countermeasures efficiency of function
√ Continually creates and
updates contingency plans for
abnormal situations.
√ Demonstrate willingness to try √ Shifts priorities, changes, style and √ Maintains composure and
new approaches response with new approaches as show self control in the face
√ Accepts that things will needed to deal with new or of challenges and change
Adaptability change changing demand
√ Ability to adjust to others in
order to improve interpersonal
relationship

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FUNCTIONAL COMPETENCIES

These distinctive competencies are grouped for each job within

the organisation. The goal is to optimize performance by having
the technical skills to perform the job

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FUNCTIONAL COMPETENCIES – HEALTH CARE
1) Finance & Accounts:
Functional Basic Advance Expert
√ Detection of errors, frauds and √ Implements, documents,
illegal acts. and validates appropriate
√ Basic knowledge of Company √ Differentiates between
Law, Direct and Indirect Law, substantive and compliance
Labour Law. testing and knows which
audit procedure to apply.
√ Understands the role of the
Auditing internal auditor in the audit √ Advance Knowledge of
planning process. Company Law and Income
tax Law and Auditing and
√ Co – coordinating with Internal,
accounting standards and
statutory and tax Auditors for
Labour law
preparing Schedules and
Reports. √ Review internal audit
findings with auditor and
auditing management
√ Generating various MIS reports √ Conceiving, designing and
and monitoring movement of key supervising the preparations
business indicators viz. Debtors of MIS reports to provide
Control & Fund Flow Management, feedback to top management
Cost and inventory. on business performance.
√ Managements to facilitate the √ Preparation of MIS as per
decision making process. requirement of management.
Cost – Volume – Profit analysis. √ Development of MIS to align
√ Allocation of overhead costs, with business.
MIS - Financial
under applied and overhead √ Thorough knowledge of
Planning
treatment and causes, absorption business practices related to
and variable costing. the financial system’s
√ Working knowledge of the operations required to
organization’s business practices effectively work with financial
as they relate to the financial and program staffs in
system(s) the individual importing and / or
supports. reengineering financial
management systems

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 Functional Basic Advance Expert
√ Knowledge of double entry √ Conduct research into generally
accounting concepts. accepted accounting principles.
√ Vendor Payment and √ Ability to identify and analyze
reconciliation, Bank software tools that facilitate the
reconciliation and branch processing or retrieval of
reconciliation. financial data.
√ Knowledge of TDS. √ Knowledge of checking bill, credit
√ Expert knowledge of Excel period and procedure of the
and Navision. payment.
Revenue -
Payment and Bank √ Ensure accuracy of bill √ Ensure timeliness and accuracy
generation, receipt of the of payment.
same and credit received in √ Ensure accurate statutory
co bank account. deduction.
√ Co- ordination with Bank as √ Monitoring the system and
per requirement. procedure followed by branch
accountant at clinic level.
√ Ensuring proper bank charges,
interest charged by bank as per
agreement.
√ Knowledge of direct and indirect
tax (Income tax, wealth Tax,
service tax etc).
√ Identifies tax issues, using an
understanding of basic tax laws
Taxation & applicable to the organization.
Finalization
√ Identifies tax implications and
analyzes alternative courses of
action.
√ Prepares timely tax return in
compliance with filing
requirements

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2) HRD & Personnel

Functional Basic Advance Expert

√ Understanding of Job √ Preparation of Job Description √ Driving recruitment function
requirement. to minimize the gap
√ Man power planning
√ Very consistent in sourcing √ Quantitative analyses
resumes in the least √ Salary Negotiation required to assess past and
turnaround time. future staffing (for example,
√ Induction
cost benefit analysis, costs
Recruitment And √ Able to identify right √ Conducting Probation Appraisal per hire, selection ratios, and
employee individual for the right job adverse impact).
Orientation √ Completing joining √ Reliability and validity of selection
√ Staffing alternatives (for
formalities. tests/tools/methods.
example, telecommuting,
√ Conducting initial Interviews outsourcing)
√ Third party contract
management, including
development of requests for
proposals
√ Payroll is prepared within √ Ensuring all deduction of statutory √ Expert knowledge of PF ,
designated timeliness in and filling of the challan on time ESIC , TDS on salary , PT and
accordance with Labour laws
organizational policy and √ Developing of MIS related to
procedures. payroll. √ Dealing with government
bodies.
√ Focuses on applying the technical
√ Knowledge of PF , ESIC , PT ,
knowledge and analytical thinking √ Devising incentives and
TDS on salary , Labour law,
necessary to design and variable Pay methods to
Doctors registration etc
implement system. foster the business.
Time office , √ Knows guidelines and
Payroll & procedures for personnel √ Compliance of PF, ESIC, PT, TDS √ Driving payroll team to
Compliance actions. and Labour law. deliver payroll on time.
√ Issue of warning letters and HR
√ Daily attendance and leave
actions against absenteeism and
maintenance
late coming technology and
human resource information
systems (HRIS) to support
HR activities.

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 Functional Basic Advance Expert
√ Administrating performance √ Designing of Training Program. √ Designing the reward ,
appraisal system and engagement activity
√ Conducting training analysis.
method.
√ Devising Development plan
√ Based on performance appraisal for Star performance
√ Administrating Incentives suggesting various actions to
Performance method. management √ Delivering training programs
Management And
√ Co ordination of Training
Training & √ Implementing management √ Succession planning for Key
Development program.
decisions related to performance position.
√ √ Monthly review of all clinics and √ Creates Value based
call center and quarterly back organization culture.
office.

√ Administrating rewards and √ Designing new policies for √ Union negotiation

engagement activities. employee engagement √
Employee Relation
√ Handling Employee √ Designing Fun calendar
and Engagement
grievances.
√ Establishing and maintaining
√ good relationships between
employers and employees

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3) DOCTORS

Functional Basic Advance Expert

√ Homeopathic Philosophy by √ Homeopathic philosophy by √ Knowledge of Modern
Hanehman Organon of Robert, Clark Philosophies by Dr. Vijaykar,
medicines Dr. Shankaran
√ Practical Application of Philosophy
√ Basic Knowledge of 300 in routine practice √ Experimenting and
Homeopathic remedies with developing new approaches
Homeopathy √ Basic Knowledge of 700
their drug pictures of uses of philosophy
Knowledge homeopathic remedies with their
√ Basic knowledge of different drug pictures √ Basic knowledge of 1500
repertories homeopathic remedies with
√ Proper selection of Rubrics
their drug pictures
according to the case
√ Advance knowledge of
Rubrics and their Sub
Raubrics
√ Evaluating whether a case is √ Appropriate communication with √ Analyzing what needs to be
suitable for homeopathic clients both during and between cured – determining the
treatment based on initial follow-ups. central disturbance and
information. Includes themes of the case based on
knowing when to refer to a √ Appropriate scheduling of follow- distinguishing symptoms in
different modality or a ups based on strategy of the mental, emotional &
different homeopathic treatment, anticipated remedy physical spheres.
practitioner action, prognosis and the client’s
needs. √ Converting symptoms into
√ Communicating with the
client about the nature of the √ Assessment of remedy action. repertory language
homeopathic interview and √ Concepts of simillimum, similar, √ Researching remedies in the
Case Taking the nature of homeopathic layers, zigzagging material medical and
treatment, including its
√ Acute diseases during chronic applying this research to the
limitations. This should take
treatment. case.
place prior to formal case
taking
√ Psychology / Potency
√ Conducting the interview
with sensitivity to the client’s √ Intercurrent prescribing
needs, privacy, dignity and
psychological safety.

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 Functional Basic Advance Expert
√ Knowledge of the psychological
and emotional functioning of
individual

√ Knowledge of alternative
medicine

√ Facility in effective and sensitive

interviewing attitudes and
Consultation Skill
techniques that will enable
individuals to reveal and talk
through relevant issues in their
physical, mental and emotional
health.

√ The ability to recognize and

interpret significant aspects of a
client’s appearance, body
language, speech and behavior.

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4) Operation & Administration
Functional Basic Advance Expert
√ Optimum Availability & √ To lay down proper system which √ To prepare MIS report on Cost
utilization of housekeeping keep the track of all bills received Volume Profit Analysis on
consumables. on time and after verification and purchase
approval send to accounts for
√ To Prepare , monitor, update payment √ To ensure no excess/ shortage
and appropriate format data of stock, at store or
base of all vendors at clinic √ To ensure no excess/ shortage of organizational level.
Level stock at Zonal Level. √ To Prepare , monitor , update
and appropriate format data
√ All expiry stock of medicine √ To Monitor, Ensure and supervise base of all vendors at
Material
or any other discarded on disposal of waste as per norms. Organization Level
Management
correct time and its proper
disposal. √ Revenue received from the same √ Deployment of cost efficient,
recorded and deposited. Transport Management System
√ To ensure no excess/ with 0% Damage of quantity,
shortage of stock at clinic √ To Prepare , monitor , update and loss in transit and timely
level appropriate format data base of all Delivery.
vendors at Zonal

√ To collate, compare and finalize the

quotation received from vendors
√ To co-ordinate with venue √ To gather information related to √ All necessary plans for
vendor Event (Date, No. of person, inauguration of the clinic
√ To communicate correct Venue, Cost, Timing etc.)
details for event (location √ To identify the venue, compare √ To ensure timely and accurate
wise, time wise etc to the venues available & finalize the payment for all vendors.
invitees) most suitable cost wise, location √ To make corporate tie-up with
Event Management √ To arrange for tickets, hotel wise, etc. suitable vendor from cost &
booking etc for invited service point if required.
√ To locate the recovery of extra
& members. usage from Employee/ Doctor
√ To co-ordinate with local √
towards using of mobile and
Back office administrator related to the ensure optimum utilization.
administration existing telephone lines
√ To ensure the receipt of
deposit at the time of
surrender lines in every case.
√ To make arrangement of new
mobile/landline etc as per
need

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 √ Timely payment of property tax.
√ Temporary Licenses for local
events management
√ To ensure Payment of Security
Deposit and Monthly Rental
Property Payments to the respective
Management And Property owner without late
Compliances payment charges
√ To surrender of Property on
cancellation of contractual period,
refund of security deposit to
Company
√ To renew of the Property on expiry
of period, execution of deeds, and
possession of property
√ Routine check of the whole √ Identifying Doctors Residence ,  Preparing budgets and adhering
premise & preparing a daily obtain leave and License to the budget for clinic
snag list consisting of all agreement and ensuring payment administration.
repair / maintenance & of Security deposit and monthly
requirement of the clinic & rent
sorting out the same within
minimum required √ Renewal, expiry notice and
reasonable time surrender of the premises and
√ Getting the work done from refund of security deposit.
Electrician, carpenter,
Plumber, Mason & Painter for √ Grooming & training of
all repairs of the clinic Housekeeping attendant
Clinic Vending M/c, Water
Administration Dispenser, TV/Live Media, √ Maintaining & checking check list
Fire Alarm, Fire for housekeeping at clinics
Extinguishers, CCTV, Medical
Equipment though AMC
provider or other √ Identifying team of Electrician ,
maintenance personnel carpenter , plumber and painter
for all repairs of the clinic ,
√ Maintain & Ensure the Vendor for AMC
attendance of Attendants

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 √ To identify, Acquire, Deal , Occupy √ Take the approval for the
and take Possession of the New same & co - ordinate with
Property for Clinics, if required vendor , Decide the Target
date to put to use
√ To get prepared, executed and
New Projects properly documented all the √ Finalize the vendor (
documents related to the Property Architect ) for designing the
clinic & put forward to mgmt

√ To make ready the same date

as decided.

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5) Call Centre
Functional Basic Advance Expert
√ Handling customer queries √ Calculate staff requirement √ Define work force
√ Providing product √ Calculate telephone resources management/ workforce
information optimization
√ Selling products or services √ Identify tasks to be
completed outside of the
team
√ List possible souces of
planning data
√ Identify processes for data
collection
√ Describe process for data
cleansing and adjustment
√ Describe the data sources for
outbound call workload
√ Develop both long and short
term forecasts of workload
√

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6) Clinics

Dispensers / √ Numbers of Medicines dispensed

Pharmacist √ Accuracy of prescription
√ Patient Management & Treatment
√ Pharmacy Management (Cleanliness)
√ Follow SOP’s (As per FDA Records)
√ Courier Dispatch
Accountant √ Revenue Collection & Deposits
√ Authenticated & Accurate Accounting
√ Stock Management
√ Confidentiality
TO √ Responsiveness to Patient needs
√ Answers in 3 rings
√ Giving timely and correct messages
√ Courtesy and politeness
Patient Care √ Handles every patient with care
Executive √ Feedback form satisfaction
√ Updating of complaints in the complaint log
√ Involves in Business generation (closing / registration of NPT /
Renewal)
√ Accuracy in filling the NPT forms
√ Accuracy in capturing data of the patients (ERP)
√ Grooming and Personality

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7) Information Technology
Functional Basic Advance Expert
√ Client Operating System - √ Server Operating System - √ Network Design (IP
Windows Xp, Vista, Windows 2003/2008 Addressing)
Win7,2000 √ Strong Backup Policy √ Data Centre (Server sizing,
√ Basic Computer Hardware & √ Licensing (Terminal & OS) power require, etc.)
Networking Knowledge √ Familiar with Backup Devices, √ Server Operating system –
√ Ms Office Server Hardware and Networking Windows 2003/2008
√ Installation of various Components √ Strong Backup Policy
Operating Systems and √ ADS,DNS,DHCP,GPO,WDS,RIS √ Licensing
related patches √ Patch Management
√ Updating Antivirus and √ Strong Server & Network & Data
Hardware /
removal of virus Security Concepts and Policy
Networking
√ Mail Configuration and √ Advance Email Server
Backup of Ms Outlook and Administration
Outlook Express √ Performance Monitoring and
√ Assembling Computer Capacity Planning
√ Installation of Hardware √ Minimum downline
Device √ Data Security
√ Quick resolution to trouble
shooting
√ IIS
√ Documentation
√ Development, Incorporation √ Business process/ requirement √ Business Process
of changes understanding Understanding
√ SSRS/Crystal Reports √ Gap analysis, workaround, design √ Quality standards adherence
√ Environment: Asp.net √ SSAS, SSIS, SSRS / Crystal √ Timely delivery
1.1/2.0/3.5 Report implementation
Software
√ Programming Language: √ System Analysis, Database √ Strong Knowledge of
Vb.net/C#.net, T-SQL Design and Modeling Business Functions
√ SDLC Fundamentals √ Licensing
√ Object Oriented Concept √ Sound Knowledge of Business
√ Documentation Functions
√ Database updates √ Database Security √ Strong Backup Policy
√ MS SQL Sever √ MS SQL Server √ Strong Knowledge of
(2000/2005/2008) (2000/2005/2008) DBA Business Functions
Developer √ SSAS, SSIS, SSRS / Crystal √ Licensing
Database √ SSRC/Crystal Reports Report
√ Programming Language: √ System Analysis, Database
Vb.net/C#.net, T-SQL Design and Modeling
√ SDLC Fundamentals
√ Documentation √ Database architecture

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 understanding
√ Database fine Tuning
√ Database Optimization
√ Database and Application Security
& Disaster Management
√ Performance Tuning & Capacity
Planning

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Measures of Competency
Finance & Accounts
HOD Manager Asst. Mgr. Sr. Exec. Executive
Honesty E A A A A

Focus E A A B B

Threshold
Cost Consciousness E E A A A
Competency

Initiative E A B B B

Relationship Building E A B B B

Target Achievement E A A B B

Process Driven E A A A A
Differentiation
Time/Work/Mgmt/Planning E A A B B

Adaptability E A A B B

Auditing E E A

MIS – Financial Planning E A

Functional
Revenue – Payment & Bank A A B B

Taxation & Finalization A

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HRD & Personnel
HOD Manager Asst. Mgr. Sr. Exec. Executive
Honesty E A B B B

Focus E A B B B

Threshold
Cost Consciousness E A A B B
Competency

Initiative E A B B B

Relationship Building E A A A B

Target Achievement E A A B B

Process Driven E A B B B
Differentiation
Time/Work/Mgmt/Planning E A B B B

Adaptability E A B B B

Recruitment & Employee

E A B B
Orientation
Time Office, Payroll &
A/E A B B
Compliance
Functional
Performance Management
A B
& Training & Development
Employee Relation &
A B B
Engagement

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Information Technology
HOD Manager Asst. Mgr. Sr. Exec. Executive
Honesty E A B B B

Focus E A B B B

Threshold
Cost Consciousness E A A B B
Competency

Initiative E A B B B

Relationship Building E A A A B

Target Achievement E A A B B

Process Driven E A B B B
Differentiation
Time/Work/Mgmt/Planning E A B B B

Adaptability E A B B B
IT SW IT SW IT SW IT SW
Hardware / Networking E E A A B A B A B

Functional Software E B E B E B E B A

Database E A E B E B E B A

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Clinic & Medical
City Clinic Patient
Doc TO Dispenser Cashier
Head Heads CE
Honesty E E A B B B A

Focus E E B B B B B

Threshold
Cost Consciousness A A B B B B B
Competency

Initiative A A B B B B B

Relationship Building E E A B A B B

Target Achievement E E A B A B B

Process Driven E A B B B B B
Differentiation
Time/Work/Mgmt/Planning A A B B B B B

Adaptability E E B B B B B

Homeopathy Knowledge E A B

Case Taking E E A
Functional
Consultation Skill A A A

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Operation & Administration
Manager Asst. Mgr. Sr. Exec. Executive
Honesty A A A A

Focus A A A A

Threshold
Cost Consciousness A A A A
Competency

Initiative A B B B

Relationship Building A A A A

Target Achievement A B B B

Process Driven A B A A
Differentiation
Time/Work/Mgmt/Planning A B A A

Adaptability E B B B

Material Management E A B

Event Management & Back

E A B/A B
Office administration
Property Management &
Functional A
Compliance

Clinic Administration E A B B

New Projects E A

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Call Centre
Asst. Mgr. Agent TL
Honesty A B A

Focus A B A

Threshold
Cost Consciousness A B B
Competency

Initiative A B B

Relationship Building A B B

Target Achievement A B B

Process Driven A B B
Differentiation
Time/Work/Mgmt/Planning A B B

Adaptability A B B

Functional

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