Assessment Program
The first step to developing a successful leadership program
is to select 4-6 of the best customer service representatives
in each of the specialized areas. These individuals can be
selected from the current monthly norms and input from their
respective supervisors. These individuals would assist in
developing a profile of what skills, attributes, traits, and
behaviors are required to be the best claim processor, call
center employee or enrollment/billing person. Once the “best
of the best” profile is finalized, the rest of the employees
would be tested to see how they match up against the profile.
The outcome of the testing would be individual profiles
showing how they scored in each competency and personality
area.
Consultant
Interpretation
In the development of a successful leadership program, this
step is for a consultant to meet with each individual to share
the test results and to discuss the importance of the
competencies to being successful on the job. This is a time
where the group is active in consulting, achieving consensus
as to the importance of the competencies and share examples
why these competencies are important. They also have the
opportunity of agreeing on how they could be a more effective
team through each individual striving to be the best they can
be.
Development
Planning
This is the most critical step in a leadership development
program. This is where each employee is asked to develop a
personal Individual Developmental Plan (IDP). By analyzing the
results of their individual profile they can identify those
areas of opportunity (greatest gaps between where they are and
where they need to be) and develop a specific action plan on
what they will do to improve in each area in a prioritized
order. It is recommended that this action plan be tied to
their regular performance appraisal system and be reviewed at
least quarterly. This step is critical in achieving total
buy-in and commitment.
Leadership
Training
Each employee receives the necessary leadership training to
improve the skills sets identified in their IDPs. This
training can be attained by company sponsored training or
through self-directed and self-paced learning. It is
recommended that each employee be encouraged to be in charge
of receiving the training they require and that it is their
responsibility to complete their action plan.
Reassessment
The last step is to reassess the employees to determine their
overall progress. This assessment should also include review
of their monthly productivity and team performance numbers.
Periodically, the best of the best profile should be updated
to continually raise the bar. |
