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

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 Functional Basic
√ Does not waste supplies,
inventory or office materials
√ Respects the property of
organisation and takes steps
to prevent damage to
Cost Consciousness materials or equipment.
√ Suggest cost-saving measures
√ Does more than what is
normally required in a
situation
√ Works independently
completes assignment without
constant supervision
Initiative
√ Take time to get to know co
workers, to build rapport and
establish a common bond
√ Develops and maintains the
positive work relationship with
others
Relationship
Building √ Treat all the people with
dignity
√ Put his or herself in another
positions and demonstrate,
compassionate and
consideration and care
Advance Expert
√ Eliminates nonessential activities. √ Ensure that all activities add
value either by lifting potential
√ Identifies wasteful practices and
revenue or reducing or
opportunities for optimizing
controlling cost.
resources used
√ Considers costs, benefits and
risks when making and
implementing decisions.
√ Sets overall direction for how
resources and assets can be
used effectively
√ Identify what needs to be done and √ Fosters an environment that
takes action before being asked or anticipates and acts upon
before situation requires it. potential threats and / or
opportunities.
√ Takes actions to avoid or minimize
potential problems or maximize √ Defines and addresses high
potential opportunities in the future level challenges that have the
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
√ Keep conflict resolution √ Contributes to an environment
professional and not personal where differences are valued
and encouraged
√ Attentive to understand the views
of others √ Recognizes others for
contributions and commitment
√ Manages conflicts with others in
ways that preserve good relations. √ Encourage people to bring
√ Resolves differences between difficult issue into the open.
people using persuasion, diplomacy
and logic.
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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
√ Exerts unusual efforts to
achieve goals
√ Creates own measure of
excellence
Target √ Consistently achieves
Achievement established expectations
through personal commitment
√ Doing the job as per set
processes and procedures
√ Avoid deviations from
processes and procedures
Process Driven √ Actives seeks and suggests
better ways of doing the job
√ Sets priorities for task in order
of importance
√ Completes tasks in accordance
with plans
Time /Work
√ Direct issues and problems to
Management/
seniors and concerned when
Planning
unable to resolve
√ Demonstrate willingness to try
new approaches
√ Accepts that things will
Adaptability change
√ Ability to adjust to others in
order to improve interpersonal
relationship
Advance
√ Has a strong sense of urgency
about solving problems and getting
work done.
√ Find or creates way to measure
performance against goals
√ Maintain commitment to goals in
the face of obstacles and
frustration
√ Minimizing cost and time
√ Actively seeks and suggests better
ways of getting the job done
√ Translates ideas into specific
tasks/actions to improve
operations
√ Set, communicates and regularly
assess priorities
√ Defines work plan with tasks, time
frames, milestones, resources and
dependencies
√ Anticipates problems and prepares
countermeasures
√ Shifts priorities, changes, style and
response with new approaches as
needed to deal with new or
changing demand
Expert
√ Empowers teams to achieve
goals by providing resources,
training, responsibility and
authority
√ Develop challenging but
achievable goals
√ Hold staff accountable for
achieving standard of
excellence and results for the
organizations
√ Resource management
√ Ensures alignment of
authority, responsibility and
accountability with
organisational objectives
√ Creatively applies and actively
shares expertise and best
practices with other
department
√ Develops strategic plans
considering short terms
requirements as well as long
term
√ Sets standards and norms
and plans for the total
efficiency of function
√ Continually creates and
updates contingency plans for
abnormal situations.
√ Maintains composure and
show self control in the face
of challenges and change
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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
√ Detection of errors, frauds and
illegal acts.
√ Basic knowledge of Company
Law, Direct and Indirect Law,
Labour Law.
√ Understands the role of the
Auditing internal auditor in the audit
planning process.
√ Co – coordinating with Internal,
statutory and tax Auditors for
preparing Schedules and
Reports.
√ Generating various MIS reports
and monitoring movement of key
business indicators viz. Debtors
Control & Fund Flow Management,
Cost and inventory.
√ Managements to facilitate the
decision making process.
Cost – Volume – Profit analysis.
√ Allocation of overhead costs,
MIS - Financial
under applied and overhead
Planning
treatment and causes, absorption
and variable costing.
√ Working knowledge of the
organization’s business practices
as they relate to the financial
system(s) the individual
supports.
Expert
√ Implements, documents,
and validates appropriate
√ Differentiates between
substantive and compliance
testing and knows which
audit procedure to apply.
√ Advance Knowledge of
Company Law and Income
tax Law and Auditing and
accounting standards and
Labour law
√ Review internal audit
findings with auditor and
auditing management
√ Conceiving, designing and
supervising the preparations
of MIS reports to provide
feedback to top management
on business performance.
√ Preparation of MIS as per
requirement of management.
√ Development of MIS to align
with business.
√ Thorough knowledge of
business practices related to
the financial system’s
operations required to
effectively work with financial
and program staffs in
importing and / or
reengineering financial
management systems
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 Functional Basic
√ Knowledge of double entry
accounting concepts.
√ Vendor Payment and
reconciliation, Bank
reconciliation and branch
reconciliation.
√ Knowledge of TDS.
√ Expert knowledge of Excel
and Navision.
Revenue -
Payment and Bank √ Ensure accuracy of bill
generation, receipt of the
same and credit received in
co bank account.
√ Co- ordination with Bank as
per requirement.
Taxation &
Finalization
Advance Expert
√ Conduct research into generally
accepted accounting principles.
√ Ability to identify and analyze
software tools that facilitate the
processing or retrieval of
financial data.
√ Knowledge of checking bill, credit
period and procedure of the
payment.
√ Ensure timeliness and accuracy
of payment.
√ Ensure accurate statutory
deduction.
√ Monitoring the system and
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
applicable to the organization.
√ 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
√ Understanding of Job
requirement.
√ Very consistent in sourcing
resumes in the least
turnaround time.
Recruitment And √ Able to identify right
employee individual for the right job
Orientation √ Completing joining
formalities.
√ Conducting initial Interviews
√ Payroll is prepared within
designated timeliness in
accordance with
organizational policy and
procedures.
√ Knowledge of PF , ESIC , PT ,
TDS on salary , Labour law,
Doctors registration etc
Time office , √ Knows guidelines and
Payroll & procedures for personnel
Compliance actions.
√ Daily attendance and leave
maintenance
Advance
√ Preparation of Job Description
√ Man power planning
√ Salary Negotiation
√ Induction
√ Conducting Probation Appraisal
√ Reliability and validity of selection
tests/tools/methods.
√ Ensuring all deduction of statutory
and filling of the challan on time
√ Developing of MIS related to
payroll.
√ Focuses on applying the technical
knowledge and analytical thinking
necessary to design and
implement system.
√ Compliance of PF, ESIC, PT, TDS
and Labour law.
√ Issue of warning letters and HR
actions against absenteeism and
late coming technology and
human resource information
systems (HRIS) to support
HR activities.
Expert
√ Driving recruitment function
to minimize the gap
√ Quantitative analyses
required to assess past and
future staffing (for example,
cost benefit analysis, costs
per hire, selection ratios, and
adverse impact).
√ Staffing alternatives (for
example, telecommuting,
outsourcing)
√ Third party contract
management, including
development of requests for
proposals
√ Expert knowledge of PF ,
ESIC , TDS on salary , PT and
Labour laws
√ Dealing with government
bodies.
√ Devising incentives and
variable Pay methods to
foster the business.
√ Driving payroll team to
deliver payroll on time.
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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
√ Homeopathic Philosophy by
Hanehman Organon of
medicines
√ Basic Knowledge of 300
Homeopathic remedies with
Homeopathy
their drug pictures
Knowledge
√ Basic knowledge of different
repertories
√ Evaluating whether a case is
suitable for homeopathic
treatment based on initial
information. Includes
knowing when to refer to a
different modality or a
different homeopathic
practitioner
√ Communicating with the
client about the nature of the
homeopathic interview and
Case Taking the nature of homeopathic
treatment, including its
limitations. This should take
place prior to formal case
taking
√ Conducting the interview
with sensitivity to the client’s
needs, privacy, dignity and
psychological safety.
Advance
√ Homeopathic philosophy by
Robert, Clark
√ Practical Application of Philosophy
in routine practice
√ Basic Knowledge of 700
homeopathic remedies with their
drug pictures
√ Proper selection of Rubrics
according to the case
√ Appropriate communication with
clients both during and between
follow-ups.
√ Appropriate scheduling of follow-
ups based on strategy of
treatment, anticipated remedy
action, prognosis and the client’s
needs.
√ Assessment of remedy action.
√ Concepts of simillimum, similar,
layers, zigzagging
√ Acute diseases during chronic
treatment.
Expert
√ Knowledge of Modern
Philosophies by Dr. Vijaykar,
Dr. Shankaran
√ Experimenting and
developing new approaches
of uses of philosophy
√ Basic knowledge of 1500
homeopathic remedies with
their drug pictures
√ Advance knowledge of
Rubrics and their Sub
Raubrics
√ Analyzing what needs to be
cured – determining the
central disturbance and
themes of the case based on
distinguishing symptoms in
the mental, emotional &
physical spheres.
√ Converting symptoms into
repertory language
√ Researching remedies in the
material medical and
applying this research to the
case.
√ Psychology / Potency
√ Intercurrent prescribing
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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
√ Optimum Availability &
utilization of housekeeping
consumables.
√ To Prepare , monitor, update
and appropriate format data
base of all vendors at clinic
Level
√ All expiry stock of medicine
Material
or any other discarded on
Management
correct time and its proper
disposal.
√ To ensure no excess/
shortage of stock at clinic
level
√ To co-ordinate with venue
vendor
√ To communicate correct
details for event (location
wise, time wise etc to
invitees)
Event Management √ To arrange for tickets, hotel
booking etc for invited
& members.
√ To co-ordinate with local
Back office administrator related to the
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
Advance
√ To lay down proper system which
keep the track of all bills received
on time and after verification and
approval send to accounts for
payment
√ To ensure no excess/ shortage of
stock at Zonal Level.
√ To Monitor, Ensure and supervise
disposal of waste as per norms.
√ Revenue received from the same
recorded and deposited.
√ To Prepare , monitor , update and
appropriate format data base of all
vendors at Zonal
√ To collate, compare and finalize the
quotation received from vendors
√ To gather information related to
Event (Date, No. of person,
Venue, Cost, Timing etc.)
√ To identify the venue, compare
the venues available & finalize the
most suitable cost wise, location
wise, etc.
√ To locate the recovery of extra
usage from Employee/ Doctor
towards using of mobile and
ensure optimum utilization.
Expert
√ To prepare MIS report on Cost
Volume Profit Analysis on
purchase
√ To ensure no excess/ shortage
of stock, at store or
organizational level.
√ To Prepare , monitor , update
and appropriate format data
base of all vendors at
Organization Level
√ Deployment of cost efficient,
Transport Management System
with 0% Damage of quantity,
loss in transit and timely
Delivery.
√ All necessary plans for
inauguration of the clinic
√ To ensure timely and accurate
payment for all vendors.
√ To make corporate tie-up with
suitable vendor from cost &
service point if required.
√
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Property
Management And
Compliances
√ Routine check of the whole
premise & preparing a daily
snag list consisting of all
repair / maintenance &
requirement of the clinic &
sorting out the same within
minimum required
reasonable time
√ Getting the work done from
Electrician, carpenter,
Plumber, Mason & Painter for
all repairs of the clinic
Clinic Vending M/c, Water
Administration Dispenser, TV/Live Media,
Fire Alarm, Fire
Extinguishers, CCTV, Medical
Equipment though AMC
provider or other
maintenance personnel
√ Maintain & Ensure the
attendance of Attendants
√ Timely payment of property tax.
√ Temporary Licenses for local
events management
√ To ensure Payment of Security
Deposit and Monthly Rental
Payments to the respective
Property owner without late
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
√ Identifying Doctors Residence ,  Preparing budgets and adhering
obtain leave and License to the budget for clinic
agreement and ensuring payment administration.
of Security deposit and monthly
rent
√ Renewal, expiry notice and
surrender of the premises and
refund of security deposit.
√ Grooming & training of
Housekeeping attendant
√ Maintaining & checking check list
for housekeeping at clinics
√ Identifying team of Electrician ,
carpenter , plumber and painter
for all repairs of the clinic ,
Vendor for AMC
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 √ To identify, Acquire, Deal , Occupy
and take Possession of the New
Property for Clinics, if required
√ To get prepared, executed and
New Projects properly documented all the
documents related to the Property
√ Take the approval for the
same & co - ordinate with
vendor , Decide the Target
date to put to use
√ Finalize the vendor (
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
√ Client Operating System -
Windows Xp, Vista,
Win7,2000
√ Basic Computer Hardware &
Networking Knowledge
√ Ms Office
√ Installation of various
Operating Systems and
related patches
√ Updating Antivirus and
Hardware /
removal of virus
Networking
√ Mail Configuration and
Backup of Ms Outlook and
Outlook Express
√ Assembling Computer
√ Installation of Hardware
Device
√ Quick resolution to trouble
shooting
√ IIS
√ Documentation
√ Development, Incorporation
of changes
√ SSRS/Crystal Reports
√ Environment: Asp.net
1.1/2.0/3.5
Software
√ Programming Language:
Vb.net/C#.net, T-SQL
√ SDLC
√ Object Oriented Concept
√ Documentation
√ Database updates
√ MS SQL Sever
(2000/2005/2008)
Developer
Database √ SSRC/Crystal Reports
√ Programming Language:
Vb.net/C#.net, T-SQL
√ SDLC
√ Documentation
Advance Expert
√ Server Operating System - √ Network Design (IP
Windows 2003/2008 Addressing)
√ Strong Backup Policy √ Data Centre (Server sizing,
√ Licensing (Terminal & OS) power require, etc.)
√ Familiar with Backup Devices, √ Server Operating system –
Server Hardware and Networking Windows 2003/2008
Components √ Strong Backup Policy
√ ADS,DNS,DHCP,GPO,WDS,RIS √ Licensing
√ Patch Management
√ Strong Server & Network & Data
Security Concepts and Policy
√ Advance Email Server
Administration
√ Performance Monitoring and
Capacity Planning
√ Minimum downline
√ Data Security
√ Business process/ requirement √ Business Process
understanding Understanding
√ Gap analysis, workaround, design √ Quality standards adherence
√ SSAS, SSIS, SSRS / Crystal √ Timely delivery
Report implementation
√ System Analysis, Database √ Strong Knowledge of
Design and Modeling Business Functions
Fundamentals √ Licensing
√ Sound Knowledge of Business
Functions
√ Database Security √ Strong Backup Policy
√ MS SQL Server √ Strong Knowledge of
(2000/2005/2008) DBA Business Functions
√ SSAS, SSIS, SSRS / Crystal √ Licensing
Report
√ System Analysis, Database
Design and Modeling
Fundamentals
√ 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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