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A Lubab product
Competency Engine
The competencies positions need, taught in short multimedia journeys, and maturity models that link an organisation to its people's competencies.
- Competency 10
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The subscription is free. It keeps your progress and opens every unit.
What you get
- A catalog of the competencies positions need, each with two levels and a guide built on recognised sources.
- A learning journey of about a quarter of an hour: narrated slides, charts, interactions and chosen videos.
- A pre-test and a post-test of situational questions measure what you actually learned.
- My path: placement, a record of the competencies you attained, and a follow-up after thirty days.
- For organisations: maturity models that link an organisation to its people's competencies.
What is inside
10 units
Competency
10 units
Learning-needs analysis
Learning-needs analysis is identifying the gap between current and required performance at organisation, role and individual level, then judging whether trai...
Training design & evaluation
The ability to turn the organisation's performance needs into training programmes with measurable objectives, aligned activities and aligned assessments, and...
Service-process execution & case management
The ability to run the approved service process and manage every request as a case with a beginning, a path and a documented end: received, understood and cl...
Complaint handling & service recovery
The ability to receive, record, assess and resolve complaints from members of the public and service users fairly and within approved timeframes, while repai...
Service standards & SLAs
The ability to apply published service standards and internal and external service level agreements (SLAs), to monitor compliance with them, and to design an...
Voice-of-customer measurement
Voice-of-customer measurement means collecting customers' opinions, feedback and complaints systematically from all service channels. The data is then classi...
Frontline communication
Frontline communication is the ability to communicate directly with service users, in person, by phone and through digital channels, clearly, courteously and...
Customer-journey mapping
Customer-journey mapping is tracing the stages a citizen or beneficiary passes through to obtain a government service, from the moment the need arises to the...
Work planning & delegation
Work planning and delegation is a leader's ability to turn the goals and tasks assigned to the team into a clear work plan that sets priorities, responsibili...
Performance feedback & coaching
The manager's ability to give staff specific, regular, evidence-based feedback on their work, and to coach them through dialogue and questions so they find t...
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