1、DHLs Global Competency Menu Generic Descriptions Global HR Development Page 2 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, which lead to superior performance in a job role. Global HRD Brussels GCC Business Analysis Business Acumen Cross Border Thinking Customer
2、 Orientation Decision Making Innovation Leveraging Diversity Market Focus Negotiation Organizational Influence Planning concludes which factors impact DHLs business position. nExplores and analyzes data or a situation thoroughly, thinking through implications, nuances and consequences. nOrganizes, s
3、equences, and analyzes extremely complex interdependent systems or situations. nIs able to interpret data to business trend and identify appropriate solutions. Negative Behaviours nFails to examine all the data. nOverlooks important information when identifying solutions or plans. nFails to explore
4、all sources of information. nFails to ask questions to clarify own understanding of data. nFails to integrate information from different sources. nTakes action with superficial understanding of the problem. Definition: Breaks down a problem, situation or process into its component parts, separates t
5、he main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions. Page 7 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities,
6、which lead to superior performance in a job role. Global HRD Brussels GCC Competency: Business Acumen Cluster: Business Positive Behaviours nSets priorities and makes decisions based on potential profit, return on investment and cost-benefit analysis. nGenerates quality revenue growth. nBuilds a str
7、ong business case to support decisions/actions. nIdentifies opportunities to increase sales or revenue. nRaises DPWNs profile through new business initiatives. nSelects business initiatives that fit within the DPWN strategic framework. nMonitors reports and works toward understanding and eliminating
8、 low margin or unprofitable business. nAsks for and uses an analysis of costs and benefits when assessing options. nDisplays a good understanding of the cost and profit parameters of our business. nIs aware of major sources of day-to-day costs and actively manages them manages budget in a cost effec
9、tive way. nBuilds business acumen of the team. Negative Behaviours nAllows cost issues to be a low priority. nShows little concern for overall profitability. nFails to provide a strong business case and support actions. nAdopts an internal perspective to solving problems, adopting reactive approach
10、to external influences. nApplies own personal or that oif the function agenda before that of the business. nWill push for ideas/actions not alligned to strategic priority. nExcessively relies on short term perspective. Definition: Understands business principles and language, including the fundament
11、als of finance and profitability. Uses this understanding to achieve results and to increase the performance and profitability of DHL. Page 8 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, which lead to superior performance in a job role. Global HRD Brussels GCC
12、Competency: Cross Boarder Thinking Cluster: Business Positive Behaviours nTakes cultural aspects into consideration when meeting with other cultures and organizations and acts accordingly. nAdjusts business behaviours/methods to reflect cultural norms. nIs current with important international trade,
13、 economic, social, technological and political trends that may affect DPWNs competitiveness. nTranslates and integrates global trends into DPWN strategic plans at a global, regional and local level. nSeeks out the approaches of other units/regions before moving forward on major initiatives. nIdentif
14、ies the optimum opportunities for consistency and harmonization of processes between units, regions and countries. nMakes decisions based on global rather than regional priorities. Negative Behaviours nUnfamiliar with political/economic conditions beyound own country. nHas difficulty in translating
15、global strategies into unit/regional/functional plans. nAdjusts behaviour incorrectly when in a different culture. nLoses global focus when faced with local challenges. nOversimplifies to bring closure. nFails to seek other unit/regions approaches before moving forward on major initiatives. Definiti
16、on: Has a holistic mindset and stays abreast of important trends that may effect of competitiveness as a group. Manages the business, giving priority to the international position of DHL. Page 9 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, which lead to superio
17、r performance in a job role. Global HRD Brussels GCC Competency: Customer Orientation Cluster: Business Positive Behaviours nSeeks information about underlying needs of customer. nListens to and empathizes with customer needs. nUnderstands customers business environment. nRemains professional and he
18、lpful when interfacing with customers. nReflects DHLs brand values when interfacing with customers. nTakes responsibility for correcting customer problems promptly and undefensively. nFollows through on customer inquiries, requests and complaints. nAnticipates customer needs and identifies improveme
19、nts to better meet customer needs. nProactively seeks ways to exceed customer expectations. nSeeks way to add value to the customer relationship. nChampions fulfilment of customer needs and overcomes internal obstacles to improve service levels. nIs a trusted advisor to the customer and is included
20、in strategic-level discussions to enhance customers own offering. nPartners with customer to develop new supplier relationship model. Negative Behaviours nTolerates poor customer service without taking action. nLeaves others to address customer needs without providing support. nWaits for the interna
21、l or external customer to make contact when a problem or question arises. nDoes not question sufficiently to understand customer needs. nDoes not seek win-win solutions. nAdopts an unhelpful/unprofessional manner when dealing with customers. nFails to understand the customers environment and challen
22、ges. nFails to seek periodic customer feedback and needs. Definition: Is focused on identifying and understanding each customers need. Expresses and acts on desire to assist customers in an efficient and friendly manner. Page 10 Vers 1.1 Competencies are any essential skill, knowledge, and individua
23、l qualities, which lead to superior performance in a job role. Global HRD Brussels GCC Competency: Decision Making Cluster: Business Positive Behaviours nExplores options and alternatives. nMakes decisions that are timely, evaluates the need for more time or information relative to the cost of a del
24、ay. nBalances multiple factors (e.g. customer satisfaction, profitability, organizational capability, employee needs, etc.) when making decisions. nInvolves the appropriate people in the decision-making process. nUses a style of decision making that is appropriate to the circumstance. nArticulates t
25、he reasoning behind choices made. nMakes logical assumptions in the absence of known facts. nEvaluates the risks and benefits of various options before making a choice. nIs prepared to take calculated risks. nMakes decisions using facts and analysis. Negative Behaviours nTakes action without conside
26、ring the consequences. nLets emotions get in the way of good business decisions. nFails to examine all the data. nOverlooks important information when identifying solutions or plans. nNot disciplined to ask others for input or ideas. nJumps to solutions without analyzing all options. nIs indecisive
27、on complex issues. Definition: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Page 11 Vers 1.1 Competencies are any essential skill, knowledge, and in
28、dividual qualities, which lead to superior performance in a job role. Global HRD Brussels GCC Competency: Innovation Cluster: Business Positive Behaviours nIntroduces fresh insights, applying existing or new knowledge. nTries new approaches; is not tied down by existing ways of doing things. nComes
29、up with ways to improve systems or processes. nGenerates numerous options before evaluating and recommending one method or solution. nDevelops scenarios that are unpredictable. nIdentifies and implements new ways to promote DHL business. nDevises alternative methods to accomplish tasks in times of c
30、risis. nExplores nontraditional methods by seeking ideas from outside the company or industry. nBrings in or creates new solutions or methods to existing problems which have a significant impact on the business. Negative Behaviours nTends to raise blocks/barriers before seeing opportunities and solu
31、tions. nFails to generate ideas to improve. nRepeats the tired and proven. nLacks lateral thinking, does not think outside box. nIs not open to new learning - needs to be convinced. nFails to explore new ideas/solutions. nRelies on past experience/knowledge which is no longer relevant. Definition: G
32、enerates creative ideas and fresh approaches to problems. Is resourceful. Is open to new ideas and will try different approaches to improvement. Page 12 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, which lead to superior performance in a job role. Global HRD Br
33、ussels GCC Competency: Market Focus Cluster: Business Positive Behaviours nContacts key customers on a regular basis, staying informed about their goals and business challenges. nIdentifies how DHL can help customers improve their competitive position. nUnderstands and can explain to others how DHL
34、defines the market. nis current about how competitors are operating in the market. nPositions DHL positively against the competition. nMonitors market trends by reading trade journals, business publications and keeping in contact with industry personnel. nAnalyzes market information to evaluate acco
35、unt opportunities. nReacts quickly to changing external/market situations. nKeeps current with product knowledge and understands their strengths against the competition. Negative Behaviours nMinimises contact with customers. nFails to pre-empt future opportunities/ threats from the market. nDefines
36、markets and competition too narrowly. nMakes assumptions about the market. nFails to use available tools and data. nUses dated and irrelevant market information in making decisions. Definition: Keeps abreast of customer needs and current market trends and issues. Identifies how DHL can capitalize on
37、 market activity to increase revenue and improve profitability. Page 13 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, which lead to superior performance in a job role. Global HRD Brussels GCC Competency: Leveraging Diversity Cluster: Business Positive Behaviours
38、 nConsiders and appreciates cultural view points. nResearches into unfamiliar cultures prior to working with people. nIs able to understand and respond in a culturally acceptable manner. nResponds in a culturally acceptable manner. nAdapts to local culture. nShows tolerance of differing viewpoints.
39、nRecognises diversity as a source of strength and demonstrates respect. nTakes time to understand how own culture can come across to other people. nFinds ways to those those in a minority or with a notable difference to feel comfortable. nHelps others appreciate different cultuiral points of view. N
40、egative Behaviours nCannot vary perspective from that of own culture. nMakes comments/jokes that makes others feel uncomfortable due to their difference. nMakes assumptions based on ones own cultural perspective. nDoes not take time to understand the differences of other cultures. nDiscriminates in
41、the selection and promotion of people, based on personal preferences rather than consideration to individual competence and diversity. nBuilds teams from similar cultures, gender and age. Definition: Optimizes the unique contribution inherent in the culture, ethnicity, gender, age, etc. of others. S
42、eeks opportunities to learn to communicate and interact effectively with people from other cultures, geographies and organizations. Page 14 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, which lead to superior performance in a job role. Global HRD Brussels GCC Co
43、mpetency: Organizational Influence Cluster: Business Positive Behaviours nRecognizes and uses the formal structure or hierarchy of the organization. nUses informal structures and key individuals as sources of information and influence. nPresents self as an insider (e.g., uses DHL language and demons
44、trates an understanding of DHLs business and operations). nPlans an approach that considers the power relationships within the organization. nRecognizes unspoken organizational constraints what is and is not possible at certain times or in certain positions. nMakes use of on-going power and politica
45、l relationships within the organization (alliances, rivalries). nAddresses organizational problems from more than one perspective. Negative Behaviours nSticks rigidly to formal processes. nShows poor timing when introducing new ideas. nFails to understand DHLs business and use DHL Language. nUses po
46、litical approach to pursue personal or hidden agendas. nIgnores impact of actions on other parts of the business. nSpeaks disparagingly of other organizational units. Definition: Uses an understanding of both the formal and informal structure of DHL and other organizations to accomplish important bu
47、siness objectives. Navigates effectively through the hierarchy and culture of an organization. Knows who the decision-makers and influencers are and also considers their interests when planning an approach. Page 15 Vers 1.1 Competencies are any essential skill, knowledge, and individual qualities, w
48、hich lead to superior performance in a job role. Global HRD Brussels GCC Competency: Negotiation Cluster: Business Positive Behaviours nEnters into negotiations with the appropriate decision-maker. nProbes to uncover the other partys interests. nPresents own position diplomatically. nExplains how th
49、e proposed position is good for the other party. nAddresses objections effectively. nNavigates the give and take to achieve agreement without excessive compromise. nIdentifies several alternative positions and explores these with the other party to reach win-win solutions. nLeaves all negotiations on a positive, professional tone. Negative Behaviours nFocuses on own agenda only. nSeeks confrontation. nPresents poorly formed arguments whic、
