News for the Hospitality Executive
The Right Tool for the Job Makes All the Difference in the World!
|By Jim Hartigan
I have always been a big advocate of the saying: “The right tool for the right job.” I enjoy the various derivatives of this colloquialism as well, like, “When all you have is a hammer, everything looks like a nail,” and my favorite, “You can’t eat soup with a fork.” In fact, we have a family story of Santa Claus failing to find the right tool one Christmas Eve and my little girl receiving a fantastic Little Tykes Kitchen with a broken coffee pot (word is Santa tried to use it to push some parts together when a hammer might have been a better tool). All that to say, leaders owe it to their teams to provide the tools and supplies to do their jobs. But how many organizations actually make sure the team members internally possess the necessary tools to be successful in their jobs – and have developed competency models for each position?
Successful organizations recognize the importance of customer satisfaction to their own sustained business success. The key customer contact personnel drive this paradigm. Leadership of innovative organizations knows they need improved selection, training, and certification in the skills to produce successful, customer-contact personnel. Just one underperforming candidate in the critical, customer-contact role can be an expensive error, likely costing the organization real revenue in lost future sales from losing a repeat customer, as well as diminished brand value from bad “word of mouth” due to failing to deliver on customer expectations of the brand promise. In the social media world we live in today that can be more damaging than the losing the repeat customer!
So, what’s the tool needed to put together this customer delivery system? The Competency Model. The framework we use at Orgwide, depicted below, illustrates the relationship between four sets of interrelated human resource activities many organizations espouse, and the connection to a foundation in established Core Competencies.
While solid selection processes and tools are important, if they aren’t based on validated core competencies required to do the job, you just don’t have the right tool.
Assessment procedures and processes are also critical to the long term health of an organization. Again, if you aren’t assessing the validated competencies required to be successful in that particular job, you’re just trying to measure with something other than a tape measure!
Performance management and performance reviews are essential to keeping team members motivated. When you are measuring team member performance against anything other than the certified core competencies required to be successful in that job, you are reviewing with a tool that can’t be effective.
Coaching and the use of Individual Development Plans (IDP) are best demonstrated practices. But how can you coach someone when you haven’t confirmed the competencies required to be successful?
You see, the foundation for all of these vital management functions is the development of a set of validated core competencies for each job.
At Orgwide, we follow a proven, five-step process to develop Competency Models for our clients. As every great cook knows, the magic is not in the recipe, but in how the recipe is followed.
Alas, if Santa had only known that his core competency was in purchasing the kitchen set, not in building it.
About the Author:
Jim Hartigan, Chief Business Development Officer and Partner joined OrgWide Services, a Training/e-Learning, Communications, Surveys and Consulting firm in April 2010 after nearly 30 years experience in the hospitality industry, including the last 18 as a senior executive with Hilton Worldwide. Jim’s last position was that of Senior Vice President – Global Brand Services where he provided strategic leadership and business development and support to the $22B enterprise of 10 brands and more than 3,400 hotels in 80 countries around the world. His team was responsible for ensuring excellence in system product quality, customer satisfaction, market research, brand management, media planning, and sustainability.
Chief Business Development Officer & Partner
165 N. Main Street, Suite 202
Collierville, TN 38017
office: 901.850.8190 Ext. 230
Honor to Your Organization: Succession Planning…the Ninja Way / Jim
Hartigan / October 2010
to Manage – The importance of KPIs ... and vampires / Jim Hartigan
/ September 2010
|For Everything There is a Season - Including Budgets / Jim Hartigan / August 2010|
|Say What? Listen, Learn, and Act–Why Guess, When You Can Know Redux / Jim Hartigan / August 2010|
Guess When You Can Know - Maximizing the Effectiveness of Your
Workplace Surveys / Jim Hartigan / August 2010
Member Segmentation in the Workplace…or “If everyone brought potato
salad to the picnic – it wouldn’t be much of a picnic!” / Jim
Hartigan / July 2010
Power of Effective Communication in the Workplace (and our Founding
Fathers’ unrivaled Tweeting abilities) / Jim Hartigan / July 2010