Business Process Improvement: Knowledge of business process improvement best practices and ability to use methods for identifying, evaluating, introducing and implementing more efficient approaches to performing business related activities.
Level Basic Understanding:
• Explains the rationale for using BPI methodology.
• Identifies the main steps in a BPI project such as defining the existing structure.
• Describes BPI key considerations such as establishing process owners.
• States the major roles involved in business process management.
Information Capture: Knowledge of the methods, channels and processes to obtain needed information; ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.
Level Working Knowledge:
• Follows defined procedures to document all routine information.
• Identifies relevant established standards, policies and practices.
• Fulfills routine information capture needs in own area.
• Uses automated tools to capture, organize and archive relevant information.
• Cites examples of different types of relevant information that need to be captured.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Level Working Knowledge:
• Provides a quality of service that customers describe as excellent.
• Resolves common customer problems.
• Responds to unexpected customer requests with a sense of urgency and positive action.
• Provides direct service to internal or external customers.
• Documents customer complaints in a timely manner.
Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision.
Level Working Knowledge:
• Accurately gauges the impact and cost of errors, omissions, and oversights.
• Utilizes specific approaches and tools for checking and cross-checking outputs.
• Processes limited amounts of detailed information with good accuracy.
• Learns from mistakes and applies lessons learned.
• Develops and uses checklists to ensure that information goes out error-free.
HR: Policies, Standards and Procedures: Knowledge of human resource function; ability to uphold the organization’s and industry’s standards, procedures and policies regarding human resources management.
Level Working Knowledge:
• Analyzes policy and standards documentation and ensures organizational compliance.
• Maintains a specific set of standards and associated HR procedures.
• Communicates and refers potential exceptions upward for review and approval.
• Assists in the development and implementation of specific procedures.
• Provides feedback for the improvement of HR procedures.
Human Resources Operations: Knowledge of human resources (HR) policies, operational processes and considerations; ability to implement HR related tasks, processes, and projects to ensure that day-to-day operations run smoothly.
Level Basic Understanding:
• Compiles a list of major services provided by HR professionals.
• Identifies key policy compliance issues in HR operations.
• Discusses HR processing procedures and administration principles.
• Describes key responsibilities and scopes of the HR operations function.