DHL胜任力(英).ppt

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1、DHLs Global Competency MenuGenericDescriptionsGlobal HR DevelopmentPage 2Vers 1.1Competencies are any essential skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC December,2003BusinessAnalysisBusinessAcumenCrossBorderThinkingCustomerOrie

2、ntationDecisionMakingInnovationLeveragingDiversityMarketFocusNegotiationOrganizationalInfluencePlanning&organizingResultsOrientationLeadershipBuildingandLeadingTeamsChangeManagementConstructiveChallengeDevelopingPeopleHoldingPeopleAccountableShapingDirectionTeamworkPersonalAccountabilityAdaptability

3、AttentiontoDetailBuildingandManagingPartnershipsCommitmenttoExcelCommunicationConceptualThinkingConcernforPeopleInfluencingInitiativeLearningOrientationPersonalImpactSelfManagementDHLsGlobalCompetencyMenu-clusteroverviewPage 3Vers 1.1Competencies are any essential skill,knowledge,and individual qual

4、ities,which lead to superior performance in a job role.Global HRD Brussels GCC December,20031.Accountability Actsresponsibly.Canbecountedontokeepcommitments.Complieswiththeintentofpolicies,proceduresandagreements.Buildsotherstrustinownprofessionalism,integrity,expertiseandabilitytogetresults.2.Adapt

5、ability Respondspositivelytochange.Maintainseffectivenesswhenconfrontedwithnewworksituationsortheuncertaintyandambiguitythatcomewithchange.Isopentonewideas,assignmentsandapproaches.3.Analysis Breaksdownaproblem,situationorprocessintoitscomponentparts,separatesthemainissuesfromside-issues,understands

6、thenatureofpartsandtheirrelationshiptooneanother.Seeksoutandcriticallyevaluatesbothnumericalandnarrativeinformation.Drawsaccurateconclusions.4.Attention to Detail Isthoroughandcompleteinperformingallaspectsofthejob.Staysfocusedonthedetailsofthejob,nomatterhowsmall.Checksandmonitorsworktoensureaccura

7、cy.5.Building&Leading TeamsKnowsthetalentneedsoftheteam.Attractsanddevelopsthepeoplewhocanmeetthoseneeds.Encourageseffectivecooperationamongteammembersandbetweenteams.Inspiresteamspiritandthecommitmenttoachievehighstandardsofperformance.OverviewCompetenciesDefinitions6.Building and Managing Partners

8、hips Usesinterpersonalstylestocreateandsustaineffectiverelationshipswithbusinesspartners(e.g.,suppliers,jointventurepartners,industrygroups,competitors,governments,unions)andcolleagues.Isopentoapproachesthatmeetmutualgoals.7.Business AcumenUnderstandsbusinessprinciplesandlanguage,includingthefundame

9、ntalsoffinanceandprofitability.UsesthisunderstandingtoachieveresultsandtoincreasetheperformanceandprofitabilityofDHL.8.Change Management Acceleratescompletionoforganizationalchangebygeneratingemployeecommitmentandbyusingchangemodels,processesandmethodseffectively.Communicateseffectivelytoensurechang

10、esarefullyimplementedandsustained,achievingtheintendedbusinessresults.9.Commitment to ExcelChallengesselfandotherstoexceedstandardsandachieveextraordinaryresults,strivingforbestinclass.Isnoteasilydeterredwhenobstaclesordelaysareencountered.10.Communication Providesbothverbalandwritteninformationinat

11、imely,clearandconcisemanner.Expressesideaseffectively,adjustingstyle,toolsandmodetotheneedsofothers.Listensattentively,andsummarizesorasksquestions,whenneeded,toclarifyinformation.11.Conceptual Thinking Gainsanoverallunderstandingofproblemsorsituationsbylinkinginformationorapplyingtheoreticalframewo

12、rks.Identifiespatternsandconnectionsbetweensituations.Seessituationsasbothcompletesystemsandinterdependentcomponentparts.12.Concern for PeopleRelateswellwithpeoplefromawidevarietyofbackgrounds.Isawareoftheexpressedneedsandperceptionsofothersandadeptatpickingupcluestotheirunexpressedthoughtsandfeelin

13、gs.Usesthisinformationtobuildrelationships.Showsrecognition,concern,respect,fairnessandopennessinpersonalcontact.13.Constructive Challenge Contributestoanenvironmentwherepeopleatalllevelsstandupfortheirideasandwherethestatusquocanalwaysbechallengedforthebetter.14.Cross Border Thinking Hasaholisticmi

14、ndsetandstaysabreastofimportanttrendsthatmayeffectofcompetitivenessasagroup.Managesthebusiness,givingprioritytotheinternationalpositionofDHL.15.Customer OrientationIsfocusedonidentifyingandunderstandingeachcustomersneed.Expressesandactsondesiretoassistcustomersinanefficientandfriendlymanner.Page 4Ve

15、rs 1.1Competencies are any essential skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC December,2003OverviewCompetenciesDefinitions16.Decision MakingMakestimelyandappropriatechoicesbasedonaccurateanalysisandexperience.Usessoundjudgmente

16、veninconditionsofuncertainty.Anticipatesimpactofdecisionsandplanshowtomanagerisk.17.Developing People Facilitatesthedevelopmentofothersthroughpersonalinvolvementincoaching,mentoringandsponsorship.Createsanenvironmentthatencourageslearning,growthanddevelopmenttoimproveDHLscapabilitytoachievethestrate

17、gicvision.18.Holding People Accountable Monitorsandreviewsperformance,providingsupportandguidancetoensuresuccess.Enforcesqualitystandardsandagreedcommitments,addressingperformanceproblemsinatimely,tactful,butdirectmanner.19.InfluencingPersuadesothersofthevalueofanapproachoridea.Gainscommitmentandsup

18、portandgetsotherstowillinglytakeaction.20.InitiativeHasabiasfortakingaction,makingdecisionsandproactivelyseekingopportunitiesbyconsideringbothcurrentandfuturepossibilities.Isselfstarting.21.InnovationGeneratescreativeideasandfreshapproachestoproblems.Isresourceful.Isopentonewideasandwilltrydifferent

19、approachestoimprovement.27.Planning&OrganizingSetsclearandrealisticgoalsandobjectives.Establishesacourseofactionandasequenceofstepstoensurethatactivitiesandobjectivesareefficientlyachieved.Isstructuredwithgoodpersonalorganization.Schedulestimeeffectivelyandusesefficientworkmethodsandtools.28.Profess

20、ional ImpactMakesanimmediateandlonglastingpositiveimpressiononothers.Haspresenceandcomesacrosswithcredibility.Showsconfidenceinselfandothers.29.Results OrientationContinuallyseekstoaccomplishcriticaltaskswithmeasurableresults.Overcomesobstaclesandmakesadjustmentstoachieveresults.Focusesselfandothers

21、toachievetargetsalignedwithbusinessgoals.30.Shaping DirectionDevelopsandcommunicatesstrategiesandgoalsthatachievecompetitiveadvantage.Demonstratesaclearunderstandingoftheorganizationsstrengths,weaknesses,opportunitiesandthreats.31.Self ManagementRemainscalm,objectiveandcontrolledinrespondingtourgent

22、ordemandingsituations.Maintainseffectiveperformanceunderpressure.Stayspositive.32.TeamworkWorkscooperativelywithotherstoachievetargetsandobjectives.Accomplishesowntasksinsupportofteamgoalsandactivelyofferstohelpcolleagues.Supportsgroupdecisions.22.Learning OrientationPromotesanenvironmentwherelearni

23、ngoccursbothformachievementsandsetbacks,frominternalandexternalbestpracticesaswellasfromeachindividualemployee.Takesresponsibilityforsharingknowledgeandinsightswithothersintheorganization.23.Leveraging DiversityOptimizestheuniquecontributioninherentintheculture,ethnicity,gender,ageofothers.Seeksoppo

24、rtunitiestolearntocommunicateandinteracteffectivelywithpeoplefromothercultures,geographiesandorganizations.24.Market Focus Keepsabreastofcustomerneedsandcurrentmarkettrendsandissues.IdentifieshowDHLcancapitalizeonmarketactivitytoincreaserevenueandimproveprofitability.25.NegotiationExploresinterestsa

25、ndalternativestoreachresultsthatgainthesupportandacceptanceofallparties,forthebestinterestofDHL.Winsconcessionswithoutdamagingrelationships.26.Organizational InfluenceUsesanunderstandingofboththeformalandinformalstructureofDHLandotherorganizationstoaccomplishimportantbusinessobjectives.Navigateseffe

26、ctivelythroughthehierarchyandcultureofanorganization.Knowswhothedecision-makersandinfluencersareandalsoconsiderstheirinterestswhenplanningapproach.Page 5Vers 1.1Competencies are any essential skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussel

27、s GCC December,20031.Analysis2.BusinessAcumen3.CrossBorderThinking4.CustomerOrientation5.DecisionMaking6.Innovation7.LeveragingDiversity8.MarketFocus9.Negotiation10.OrganizationalInfluence11.Planning&organizing12.ResultsOrientationCluster:BusinessCompetenciesPage 6Vers 1.1Competencies are any essent

28、ial skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC December,2003Competency:AnalysisCluster:BusinessPositive BehavioursnBreaksdownaproblem,situationorprocessintoitscomponentparts.nSeparatesmainissuesfromside-issues.nIdentifiesrelation

29、shipsandlinksacrosspartsofaproblemorsituation.nLooksandintegratesinformationfromdifferentperspectivestodrawlogicalconclusions.nIdentifiesfundamentalcauseorcausesoftheissue.nSeeksoutandcriticallyevaluatesbothnumericalandnarrativeinformation.nInterpretsperformanceinformationcorrectly;concludeswhichfac

30、torsimpactDHLsbusinessposition.nExploresandanalyzesdataorasituationthoroughly,thinkingthroughimplications,nuancesandconsequences.nOrganizes,sequences,andanalyzesextremelycomplexinterdependentsystemsorsituations.nIsabletointerpretdatatobusinesstrendandidentifyappropriatesolutions.Negative Behavioursn

31、Failstoexamineallthedata.nOverlooksimportantinformationwhenidentifyingsolutionsorplans.nFailstoexploreallsourcesofinformation.nFailstoaskquestionstoclarifyownunderstandingofdata.nFailstointegrateinformationfromdifferentsources.nTakesactionwithsuperficialunderstandingoftheproblem.Definition:Breaksdow

32、naproblem,situationorprocessintoitscomponentparts,separatesthemainissuesfromside-issues,understandsthenatureofpartsandtheirrelationshiptooneanother.Seeksoutandcriticallyevaluatesbothnumericalandnarrativeinformation.Drawsaccurateconclusions.Page 7Vers 1.1Competencies are any essential skill,knowledge

33、,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC December,2003Competency:BusinessAcumenCluster:BusinessPositive BehavioursnSetsprioritiesandmakesdecisionsbasedonpotentialprofit,returnoninvestmentandcost-benefitanalysis.nGeneratesqualityrevenuegrowth.

34、nBuildsastrongbusinesscasetosupportdecisions/actions.nIdentifiesopportunitiestoincreasesalesorrevenue.nRaisesDPWNsprofilethroughnewbusinessinitiatives.nSelectsbusinessinitiativesthatfitwithintheDPWNstrategicframework.nMonitorsreportsandworkstowardunderstandingandeliminatinglowmarginorunprofitablebus

35、iness.nAsksforandusesananalysisofcostsandbenefitswhenassessingoptions.nDisplaysagoodunderstandingofthecostandprofitparametersofourbusiness.nIsawareofmajorsourcesofday-to-daycostsandactivelymanagesthemmanagesbudgetinacosteffectiveway.nBuildsbusinessacumenoftheteam.Negative BehavioursnAllowscostissues

36、tobealowpriority.nShowslittleconcernforoverallprofitability.nFailstoprovideastrongbusinesscaseandsupportactions.nAdoptsaninternalperspectivetosolvingproblems,adoptingreactiveapproachtoexternalinfluences.nAppliesownpersonalorthatoifthefunctionagendabeforethatofthebusiness.nWillpushforideas/actionsnot

37、allignedtostrategicpriority.nExcessivelyreliesonshorttermperspective.Definition:Understandsbusinessprinciplesandlanguage,includingthefundamentalsoffinanceandprofitability.UsesthisunderstandingtoachieveresultsandtoincreasetheperformanceandprofitabilityofDHL.Page 8Vers 1.1Competencies are any essentia

38、l skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC December,2003Competency:CrossBoarderThinkingCluster:BusinessPositive BehavioursnTakesculturalaspectsintoconsiderationwhenmeetingwithotherculturesandorganizationsandactsaccordingly.nAdj

39、ustsbusinessbehaviours/methodstoreflectculturalnorms.nIscurrentwithimportantinternationaltrade,economic,social,technologicalandpoliticaltrendsthatmayaffectDPWNscompetitiveness.nTranslatesandintegratesglobaltrendsintoDPWNstrategicplansataglobal,regionalandlocallevel.nSeeksouttheapproachesofotherunits

40、/regionsbeforemovingforwardonmajorinitiatives.nIdentifiestheoptimumopportunitiesforconsistencyandharmonizationofprocessesbetweenunits,regionsandcountries.nMakesdecisionsbasedonglobalratherthanregionalpriorities.Negative BehavioursnUnfamiliarwithpolitical/economicconditionsbeyoundowncountry.nHasdiffi

41、cultyintranslatingglobalstrategiesintounit/regional/functionalplans.nAdjustsbehaviourincorrectlywheninadifferentculture.nLosesglobalfocuswhenfacedwithlocalchallenges.nOversimplifiestobringclosure.nFailstoseekotherunit/regionsapproachesbeforemovingforwardonmajorinitiatives.Definition:Hasaholisticmind

42、setandstaysabreastofimportanttrendsthatmayeffectofcompetitivenessasagroup.Managesthebusiness,givingprioritytotheinternationalpositionofDHL.Page 9Vers 1.1Competencies are any essential skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC De

43、cember,2003Competency:CustomerOrientationCluster:BusinessPositive BehavioursnSeeksinformationaboutunderlyingneedsofcustomer.nListenstoandempathizeswithcustomerneeds.nUnderstandscustomersbusinessenvironment.nRemainsprofessionalandhelpfulwheninterfacingwithcustomers.nReflectsDHLsbrandvalueswheninterfa

44、cingwithcustomers.nTakesresponsibilityforcorrectingcustomerproblemspromptlyandundefensively.nFollowsthroughoncustomerinquiries,requestsandcomplaints.nAnticipatescustomerneedsandidentifiesimprovementstobettermeetcustomerneeds.nProactivelyseekswaystoexceedcustomerexpectations.nSeekswaytoaddvaluetothec

45、ustomerrelationship.nChampionsfulfilmentofcustomerneedsandovercomesinternalobstaclestoimproveservicelevels.nIsatrustedadvisortothecustomerandisincludedinstrategic-leveldiscussionstoenhancecustomersownoffering.nPartnerswithcustomertodevelopnewsupplierrelationshipmodel.Negative BehavioursnToleratespoo

46、rcustomerservicewithouttakingaction.nLeavesotherstoaddresscustomerneedswithoutprovidingsupport.nWaitsfortheinternalorexternalcustomertomakecontactwhenaproblemorquestionarises.nDoesnotquestionsufficientlytounderstandcustomerneeds.nDoesnotseekwin-winsolutions.nAdoptsanunhelpful/unprofessionalmannerwhe

47、ndealingwithcustomers.nFailstounderstandthecustomersenvironmentandchallenges.nFailstoseekperiodiccustomerfeedbackandneeds.Definition:Isfocusedonidentifyingandunderstandingeachcustomersneed.Expressesandactsondesiretoassistcustomersinanefficientandfriendlymanner.Page 10Vers 1.1Competencies are any ess

48、ential skill,knowledge,and individual qualities,which lead to superior performance in a job role.Global HRD Brussels GCC December,2003Competency:DecisionMakingCluster:BusinessPositive BehavioursnExploresoptionsandalternatives.nMakesdecisionsthataretimely,evaluatestheneedformoretimeorinformationrelat

49、ivetothecostofadelay.nBalancesmultiplefactors(e.g.customersatisfaction,profitability,organizationalcapability,employeeneeds,etc.)whenmakingdecisions.nInvolvestheappropriatepeopleinthedecision-makingprocess.nUsesastyleofdecisionmakingthatisappropriatetothecircumstance.nArticulatesthereasoningbehindch

50、oicesmade.nMakeslogicalassumptionsintheabsenceofknownfacts.nEvaluatestherisksandbenefitsofvariousoptionsbeforemakingachoice.nIspreparedtotakecalculatedrisks.nMakesdecisionsusingfactsandanalysis.Negative BehavioursnTakesactionwithoutconsideringtheconsequences.nLetsemotionsgetinthewayofgoodbusinessdec