Competency development

Once the competency, confidence and communication gaps have been identified a competency development plan can be planned.  Implementation of a competency development program will enable the business to plan and measure service delivery improvement.

It would be expected that the competency plan would be specific so that an appropriate method of delivery be identified.  Consideration should be given to the following methodologies be considered to form part of a competency plan:

  • instructor led workshops
  • web-based course modules
  • self-study (manuals, books, coursework books)
  • buddying systems
  • SME supported walkthroughs
  • enhanced shadowing

In conjunction with a competency development plan it is recommended that productivity, performance and quality ben tracked to validate competency improvement and resolution