Competence Frameworks

APM Aberdeen Chapter Conference

16th February 2010
Paul Erricker
Director The Project Professionals Academy

The Project Professionals Academy

What is a competence ?
Competency/ Competencies

Focuses on : the
person

Summary of :
behaviours observed in
effective people

Example :
communication style

Defined through :
behavioural statements

Competence/Competences
Focuses on : the job /
role
Summary of : related
tasks within the job / role
Example : creating a
logic-linked programme
Defined through :
outputs from the job, task
or role

Benefits of Competence Frameworks

Example behavioural framework

Customer Focus
Responds professionally and creatively to satisfy the needs of customers to the mutual benefit of both businesses. Strives to exceed their expectations and
promote our business as a deliverer of the best customer service within the industry.

Aware / Learning

Able / Applying Knowledge

Proficient / Skilled / Guiding

Strategic / Expert / Role

Model

Takes personal responsibility for

ensuring that every customer gets
what
they
need
and
has
a
professional, courteous and effective
experience of the business

Builds
and
maintains
strong
relationships
with
customers

anticipates their needs and strives to

ensure the customer receives high
quality service at all times.

Creates a climate of partnership with

customers in which they and their
staff receive the highest quality of
service, and the business is seen to
add tangible, long-term value to the
customers business

Creates a business culture in which

outstanding service to customers is
recognised and valued throughout the
company. Demonstrates a profound
understanding and interest in the
success of customer businesses

Takes an active interest in discovering

and understanding the customers
business requirements, and how to
assist in successful delivery

Courteous, polite and respectful, open

and honest in dealings with customers

Takes personal ownership for sorting

out customer problems and delivering
high standards of service

Responds
effectively
and
professionally to customer issues and
takes appropriate action

Passes on information and feedback

from customers to the appropriate
departments or team members
quickly and clearly

Seeks to understand the customers

needs and requirements against the
broader business background asking
relevant questions, listening to
feedback and suggesting appropriate
actions
Creates trust and confidence in their
dealings with customers and is
recognised
as
a
credible
representative of the business
Builds strong rapport with customer
staff to get the job done more
effectively
and
deliver
against
customer performance measures
Helps team colleagues to assess and
improve their own levels of customer
service
Demonstrates pride in the quality of
our product and our service delivery

Listens to customer requirements

carefully
offers
ideas
and
suggestions
that
support
the
customers
broader
business
requirements

Develops a relationshipdriven culture

that ensures customer focus is a
genuine belief across the business

Demonstrates an understanding of the

customers internal culture and politics
including their practical impact on
their business strategy and potential
impact for our business

Builds close relationships with key

influencers across the customers
business and at the highest levels seeks to understand the complex
range of factors affecting their
business decisions and aspirations,
and
finds
mutually
beneficial
strategies

challenges
their
thinking
appropriately, and helps them to see
the value of a continuing business
partnership

Adapts their style and approach to

respond to a diverse population of
customer needs and preferences

Develops client relationships that

enable difficult issues to be openly
aired and resolved

Goes the extra mile to ensure

customer satisfaction is met in full
and exceeded

Develops strong
customers staff

Provides customers with innovative

solutions which address current and
future needs for both parties

Creates relationships of mutual trust

and collaboration with customers to
develop improved services and build
sustainable long-term partnership

Pro-active in seeking and securing

customer input into the development
of our joint businesses

networks

with

Applying competence to job families

Behavioural Theme

Project Director
Senior Project Manager
Project Manager
Senior Agent / Senior Site Manager
Agent / Site Agent / Site Manager
Sub Agent / Assistant Site Manager

Staff
Nos
17
13
82
74
109
10

Project Director
Senior Project Manager
Project Manager
Senior Agent / Senior Site Manager
CUSTOMER FOCUS
Agent / Site Agent / Site Manager
Sub Agent / Assistant Site Manager

17
13
82
74
109
10

COMMUNICATION

Job Role / Title

Behavioural Competency Level

Level N/A A B C D E F G H
G
G
G
F
E
D

G
F
E
E
D
D

Role Profiling

Competence Framework is linked to :

Breadth of competence

47 competences
30 x technical competences
9 x behavioural competences
8 x contextual competences

Linked to the APM Body of Knowledge

2.3 Stakeholder Management

Technical competence domain
TC03

STAKEHOLDER MANAGEMENT

Definition
Stakeholder management is the systematic identification, analysis and planning of actions to
communicate with, negotiate with and influence stakeholders. Stakeholders are those who have an
interest in the project or are impacted by the project
Indicators
K
E
1
Identifies and prioritises stakeholder interests
2
Analyses their interests, requirements and level of influence
3
Develops a strategy/plan to manage and communicates effectively with all
stakeholders. Includes stakeholder interests and expectations in the
requirements, objectives, scope, deliverables, time schedule and costs of the
project plan.
4
Implements and monitors the effectiveness of the stakeholder management
plan.
5
Communicates to stakeholders which of their requirements will be fulfilled or
not fulfilled by the project.
6
Ensures the threats and opportunities represented by stakeholders are captured
and proactively managed as risks.
7
Executes, communicates and manages changes in the stakeholder management
plan throughout the life cycle.
8
Gains the commitment of all stakeholders, including the most challenging
Total score for knowledge and experience
8
Overall knowledge and experience ratings
Competence Level

Depth of competence

Project Complexity

A complex project would score highly
against the following indicators / criteria :

Objectives, assessment of results

Interested parties

Cultural and social context

Degree of innovation

Project structure and organisation

Leadership, teamwork, decisions

Risks and opportunities

Project management methods

Self Assessment
Technical competence domain
TC03

STAKEHOLDER MANAGEMENT

Definition
Stakeholder management is the systematic identification, analysis and planning of actions to
communicate with, negotiate with and influence stakeholders. Stakeholders are those who have an
interest in the project or are impacted by the project
Indicators
K
1
Identifies and prioritises stakeholder interests
6
2
Analyses their interests, requirements and level of influence
5
3
Develops a strategy/plan to manage and communicates effectively with all
6
stakeholders. Includes stakeholder interests and expectations in the
requirements, objectives, scope, deliverables, time schedule and costs of the
project plan.
4
Implements and monitors the effectiveness of the stakeholder management
7
plan.
5
Communicates to stakeholders which of their requirements will be fulfilled or
5
not fulfilled by the project.
6
Ensures the threats and opportunities represented by stakeholders are captured
4
and proactively managed as risks.
7
Executes, communicates and manages changes in the stakeholder management
5
plan throughout the life cycle.
8
Gains the commitment of all stakeholders, including the most challenging
5

E
6
6
6

6
5
5
5
5

43

44

Total score for knowledge and experience

Overall knowledge and experience ratings

Competence Level

Adopting the APM framework

The Project Professionals Academy has
committed to the APM competence
framework :

Provides a common language

National / international standard
Provides flexibility (scale to needs)
Adopted by government e.g. OGC
Potential link to Chartership standards
Why reinvent the wheel ?

Selecting the competencies

is as simple, just check
the tick boxes and click Finished

After clicking My Profile in the toolbar

at the bottom you can then see the
Competency you have selected for
development
You can rate your level of knowledge
and experience at this summary level,
add up to 150 words of comments
and any supporting documents

To expand the competency and

Rate yourself simply click the
Competency name on the left

You can then rate your level of

knowledge and experience at the
detail level if you prefer, the
software will then calculate
your overall rating.

To get a more detailed

view of the gaps for a
particular competency
click on the competency
title on the left

Final thoughts

Good competence frameworks support the
development of individual and
organisational capability

Through the APM we now have a common
language for project management
competence

Always ensure that your competence
framework meets the specific needs of
your organisation

End of presentation
Any questions ?

For more information

APM Competence Levels A - D

Scoring for APM Levels

K:8-10
E:8-10
K:7
E:7
K:5-6
E:5-6
K:4
E:0-4

Level A : Can successfully execute all the indicators by directing the management of complex
projects and / or programmes for an organisation or a functional unit
Level B : Has successfully executed most of the indicators by managing a complex project
Level C : Has successfully executed at least some of the indicators by management of a
project with limited complexity
Level D : Has the knowledge required and may execute some of the indicators in supporting
a project manager and / or project team