QMS STANDARDS
CONTROLLED DOCUMENT: WI-QMI-4000
BUSINESS UNIT:
QMerit Inc. 111 Pacifica, Suite 200, Irvine, CA 92618
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: Skill and labor matching
AREA: Management Systems TYPE OF PROCEDURE:
Transition and Validation
DOCUMENT NUMBER: WI-QMI-4000 REVISION: 1.0
PROCEDURE STATUS
IMPLEMENTED
RELEASED
02/12/16
mm/dd/yy
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT
1.0 PURPOSE/SCOPE For years now the decision regarding “who is going to do what” has been handled subjectively and/or at a macro qualification level. In the talent development world, quantifying skills has happened for many years; however, in most cases this process is single dimensional and very difficult to associate directly to the individuals work assignments. Essentially skill and labor matching has been conducted at a macro level. A couple of key components have been missing: 1. a three-dimensional correlation between an industry, the type of service or role, and predefined skill groups 2. micro level definition at the work or project activity level by means of assigning the same threedimensional correlation of industry, the type of service or role, and discrete skill levels to an activity type Without referencing all three dimensions you will end up with either overqualified or underqualified individuals when attempting to do skill and labor matching. Industry, the type of service or role, activity type, skill level, questions – topics – assessments, and alignment to competency models must all converge in order to succeed at getting the right person to the right place. 2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES QMerit Inc. maintains certain policies to encourage appropriate levels of feedback for workers. It is the responsibility of QMERIT Inc. and its’ clients to implement and operate this procedure in their areas of operation and to:
Ensure that the SOP and all associated documents, knowledge databases and tools are understood and adopted. Supplement the SOP with Work Instruction as required in order to meet local market needs, Business Unit needs, regulatory requirements, customer preferences and/or proven operating and/or delivery methods.
Procedure Title: – Skill and labor matching
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QMS STANDARDS
CONTROLLED DOCUMENT: WI-QMI-4000
2.2 APPROVAL / ESCALATION RESPONSIBILITIES It is the responsibility of QMERIT Inc. and its’ clients to implement this SOP The QMerit Inc. CLO is the point of escalation for all matters inquired upon or contested with regards to this policy. 3.0 PROCEDURE (WI STEPS) 3.1 SKILLS MATCHING STEP
WHAT
1. Identify industry types
WHEN Discovery phase
COMPETENCY
HOW (TOOLS)
QMerit and client core discovery and project personnel
If you were to ask a marketing person what industries do you serve their response would be a good starting place. Typically, the number of industries is less than 10
(WHO)
Refer to section 5.0
2. Align industries to services/roles
Following your identification of industry types
QMerit and client core discovery and project personnel
WI-QMI-3000 “the” Match; 3.1.1-3.1.2 These relationships are typically many to many between industries and services. Some clients may see services as a role Refer to section 5.0
3. Macro level list of skills by service/role
4. Adjust skills by industry
Use the list that you have just created in step 3.1.2
The sequence is important here. Associating skills to services first will be beneficial as you start to correlate relationships to industries
Procedure Title: – Skill and labor matching
QMerit and client core discovery and project personnel Engage operations, service personnel, and training QMerit and client core discovery and project personnel Engage operations, service personnel, and training
WI-QMI-3000 “the” Match; 3.1.1-3.1.2 Many people prefer to just use a simple spreadsheet. Once the first pass is made it is advised that you socialize with as many operators as possible. The relationship between skills and services has deep impact. If you chose to use a spreadsheet as advised in 3.1.3 we suggest just adding an additional column for industry. When considering the industry and service relationship, think about a person’s role and what
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QMS STANDARDS
CONTROLLED DOCUMENT: WI-QMI-4000
STEP
WHAT
WHEN
COMPETENCY (WHO)
HOW (TOOLS) you assume they will know as fundamental, proficient and expert skills.
5. Align skills by industry to skill groups
Definitely do this in order as represented in section 3.1.
QMerit and client core discovery and project personnel
Skills are literally what individuals can do as workers, i.e. “change a lightbulb”.
Engage operations, service personnel, and training
Skill groups are at a higher level and represented as fundamental, proficient, and expert. Calculated skill levels (introduced a bit later) are actually calculated values from the QMerit platform.
3.2 Labor matching STEP
WHAT
WHEN
COMPETENCY
HOW (TOOLS)
1. Create activity types. These are referred to as many things depending upon the industry. Nature of call, nature of care, call type, etc.
This exercise can be done in parallel with your skill matching
QMerit and client core discovery and project personnel
Inventory your existing work distribution processes and create a master list of activity types. Remove duplicates, optimize, and normalize list.
2. Group activity types by skill groups
Often this will be done in the same session as reviewing activity types with your team
3. Develop assigned skill
Likely this will begin as a group exercise and then be broken down to individuals
Generally conversation needs to occur when grouping activity types, it is suggested you consider a group exercise After the group exercise in 3.2.2. We recommend that you
Procedure Title: – Skill and labor matching
(WHO)
Engage operations and service personnel
QMerit and client core discovery and project personnel
Technically there is no limit; however, the list should be right sized to minimize confusion for all involved in the work allocation process. Depending upon the relationship to industries and services activity types may belong to multiple skill groups.
Engage operations and service personnel
QMerit and client core discovery
In the skill matching procedure you noticed that skill levels are calculated Page 3 of 6
QMS STANDARDS
CONTROLLED DOCUMENT: WI-QMI-4000
STEP
WHAT levels by activity type
4. Generate a matrix for activity types
WHEN
COMPETENCY (WHO)
consider sending this task to several individuals and then come together to collaborate on the results.
and project personnel
You must have fully executed all of the skill matching procedures and all of labor matching procedures
QMerit and client core discovery and project personnel
Engage operations and service personnel
Engage operations, service personnel, and training
HOW (TOOLS) values. Activity types have assigned skill levels by the organization. These assigned skill levels are still correlated across the three dimensions of industry, service and skill level. This is a critical exercise as it determines who will get what work activity. The “activity alignment matrix" will serve as a master reference for all events related to skill and labor matching. Create a spreadsheet with the following columns, starting from left to right: 1. industry 2. service/role 3. activity type 4. skill group 5. question 6. topic 7. competency group
4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE LEXICON LIBRARY LINK: LEXICON LIBRARY TERM Assessment Feedback Outcome-based education Standard Operating Procedure (SOP) Topic Work instruction (WI)
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION:
Procedure Title: – Skill and labor matching
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QMS STANDARDS
CONTROLLED DOCUMENT: WI-QMI-4000
DOCUMENT NAME R-WI-QMI-4000 | (screenshot) Skills and Labor match WI-QMI-3000 | master business process; ”the” Match WI-QMI-51004 | configuration; questions WI-QMI-51006 | configuration; topics SOP-QMI-1003 | learning models
LOCATION http://bit.ly/R_WI_QMI_4000_SkillLaborMatch http://bit.ly/WIQMI3000 http://bit.ly/WIQMI51004 http://bit.ly/WIQMI51006 http://bit.ly/SOPQMI1003
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE
LOCATION
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS QMerit Lexicon Library
LOCATION http://bit.ly/QMeritLexiconLibrary
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION
1.0 02/16/16
LAST APPROVAL DATE
02/12/16
(MM/DD/YY) (MM/DD/YY)
DOCUMENT AUTHOR: Greg Lush
DOCUMENT MANAGER: Greg Lush
REASON FOR CHANGE:
SECTION / PARAGRAPH CHANGED
Revision
1.0
All
CHANGE MADE
Initial entry of document
DATE OF REVISION MM/DD/YY
02/12/16
9.0 ELECTRONIC NOTIFICATION LIST:
Procedure Title: – Skill and labor matching
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QMS STANDARDS
CONTROLLED DOCUMENT: WI-QMI-4000
ELECTRONIC NOTIFICATIONS VP Technical Services VP Sales VP Engineering 10.0
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. LOGIN TO VIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: QMERIT INC. TITLE: CLO SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: TRACY PRICE BUSINESS UNIT: QMERIT INC. TITLE: CEO AND CHAIRMAN SIGNATURE: ELECTRONIC APPROVAL
THIRD APPROVER NAME: BUSINESS UNIT: QMERIT INC. TITLE: SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 02/12/16 by Greg Lush Edits and URLs on 02/16/16 by Greg Lush
Procedure Title: – Skill and labor matching
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