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Middle Earth Consultants CLDM – Assessment Guide

Assessment Guide for Participants

Certified Learning & Development Manager

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Middle Earth Consultants CLDM – Assessment Guide

This document is confidential, it is provided to the recipient for the limited purpose of supporting a better understanding of the skill set delivered in the program. Any commercial use of this document is prohibited. Copyrights are reserved with Middle Earth Consultants and Carlton Advanced Management Institute. For any clarifications call +91-40-66820888/1888/23552529

All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide

Using this Guide This guide is for use with the Certified Learning and development Manager Workshop, which is part of the training program conducted by MEC, leading to eventual certification as a Certified Learning and development Manager by the Carlton Advanced Management Institute. This is an accepted global certification currently available in over 40 global locations This project is a step-by-step framework for fine-tuning your awareness on the emerging trends in HR as a profession. The techniques discussed in this project are based on techniques learnt in your workshop that are applied to real life situations immediately. The assessment serves to reinforce what you've learned and measure your progress. The guide is fully scripted and is intended to encourage the participant to use as a tool kit and prepare the assessment accordingly. It also gives the details of how the assessment would be conducted and the criteria’s that are used for evaluation of the participants. The participants can use their understanding of the content discussed in the workshop as well as their experience to solve the cases in their own words and make the most effective use of it. We suggest the participants to use this guide in conjunction with the facilitator’s instruction, and the courseware provided to them. The expertise and the personal experiences of the participants will enable the participants to produce an ideal assignment.

The coverage of the guide: The certification process, the evaluation and the criterion process, evaluation details, the methods of doing the assignments, a sample case study and the detail explanation of the question paper is given along with the question paper. The Case studies, exercises and case vignettes that will provide better understanding of the topic discussed. The topics covered are in bold and the exercises are in separate sheets.

The Overall Certification Process

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Middle Earth Consultants CLDM – Assessment Guide The candidate must note that the certification process follows globally accepted standards of evaluation based on a combination of knowledge and skill evaluation. The skill evaluation is done through o Projects/assignments o Analytical exercises The knowledge evaluation is done through o Objective and subjective questions in a structured examination process

Graphic Representation of the Certification Process with Time Lines Workshop - 2 days Project completion- 30-45 days Project hard copy Submission on Exam Date Written Examination as per the calendar (30-90 days from workshop) Certification & Evaluation process – 7 weeks after Exam Key points to note during the assessment process The Assessment along with the original papers will be sent for External Evaluation. The External Evaluator is not a member of MEC but directly appointed by CAMI. The complete Verification and the consolidated report will be sent to CAMI. They will assign a Unique Accession Number to each Candidate. This will be in your certificate. The entire evaluation process normally takes 2 months; during certain seasons it might take 3 months. The Certificates will be Prepared based on the final consolidated assessment. By the end of two-three months the Certificate along with the Transcript will be handed over to the participant.

Overall Evaluation Details The assessment process will include a set of assignments that you will need to complete. The assignment totals 30 marks. There would be objective and subjective questions from the CLDM courseware. You need to go through the material given to you. A case study similar to All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide the assignment / exercises done will be a part of the exam. The marks for the case study will comprise 35 marks. A real life situation would be also given which you will need to analyze. Break-up of marks Item Assignment/ project Objective questions Subjective Case study/ case analysis

No’s 1@30 marks 5 @ 2marks each 5 @ 5 marks each 1 @ 35 marks

Total

Marks 30 10 25 35 100

Grades conferred At the end of the assessment we would like the participants to know how they have faired. We have calibrated the rankings as given below from high honors to pass i.e. from excellent to average performance. Marks Percentages

Level

90% 70%-89% 50%-69% 40%-50%

High honors Distinction Merit Pass

Percentage candidates 5% 15% 25% 25%

of

The percentage at each level has been arrived at by a statistical analysis. This percentage can vary from year to year depending on the trends. Note as per global standards 30% of candidate do not clear the examination. This percentage may vary from year to year.

The Project This project develops both the skill and understanding that would help the professionals to do the Training needs analysis better. This project would equip the professionals with the skill and knowledge so that he/she is able to:    

Understand the competencies of the people better Provide them the skills to perform the training need analysis in an effective way Develop and design various exercises to run an assessment centre Design the competency vis-à-vis tool matrix indicating how competency was assessed. All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide Design the training module



Duration Of The Project The project takes a minimum of 20-guided hours. There are 2 projects possible 1) Project 1 – Complete a competency mapping exercise for at least 2 positions Project Steps For Project 1 Step 1: Develop a competency Map for two Roles Step 2: Define the Key Job Elements of this Role with the following details o Functional Knowledge o Functional Skills o Key Behaviour Skills o Competency Mapping Table Step3: Draft Competency Map for each job role in detail (A sample of the Project is attached below for your convenience) 2) Project 2 – Complete an assessment center design for one role Project Steps for Project 2  Design an assessment center for the selection of an Human Resource Manager  The project should identify the position for Assessment and key skill areas to be assessed  This project should identify right assessment techniques to use.  And should have clear guidelines with indicators to carry out assessment.  It should be able to explain roles and responsibilities of an assessor for the current project. 3) Project 3 – prepare a Training design Project Steps For Project 3   

Identify Competency map for a role Select mode Design an appropriate Training

Note: All submitted Assignment will be the Intellectual property of Middle Earth Consultants or Carlton Advanced Management Institute. This may be uploaded on the net and hence any confidential material that is not to be shared should not be put in the assignment.

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Middle Earth Consultants CLDM – Assessment Guide

The exam format This consists of three parts: 1. OBJECTIVE QUESTIONS – There will be set of 5 questions of which all must be attempted. The objective questions will be either fill in the blanks, true or false choose the right answer/answers from the alternatives given below. All the questions will be from the CLDM courseware given to you. Samples are enclosed 2.

SUBJECTIVE QUESTIONS – There will be a set of 5 questions which all must be attempted. All the questions will be from the CLDM courseware Samples are enclosed

3. CASE STUDY / CASE ANALYSIS - 1 Sample question paper attached below CLDM - SAMPLE Questions OBJECTIVE QUESTIONS

Q1. The aspect through which competency can NOT be assessed is a. Organizational areas b. Demonstration of skills and abilities c. Effective performance d. Flexibility Q2. Motives are: a. What drives someone’s Behaviour in need of power and affiliation b. The capability of a person to achieve something c. Personal views of a person d. None of the above Q3. Which of the following is not a component of the iceberg model: a. Skill b. Traits c. Self Image d. Value

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Middle Earth Consultants CLDM – Assessment Guide

SUBJECTIVE ANSWERS

Q1. Write a brief note on the Ice berg model

[5]

Ans.

Q2.How does BARS help in identifying the training needs

[5]

Ans.

Q3. What is an assessment centre how does it help in conducting a training need analysis?

[5]

Ans.

SAMPLE CASE ANALYSIS:

Sed’s Live Fire Labs specializes in providing quality, affordable, and globally accessible hands-on training to people who are serious about learning the operating system and related technologies. Recently sed did a research on developing a Competence Map for its Customer Care Department based at Mumbai. Number of Roles identified are 3. They are: 1. Regional Customer Care Manager 2. Assistant Customer Care Manager 3. Senior Customer Care Executive The total number of people in the department - 120. All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide The Critical Functional and Behavioral competencies identified for individual roles are as follows: 1. Role - Regional Customer Care Manager CRITICAL FUNCTIONAL COMPETENCIES 1) TEAM MANAGEMENT a) Delegation of powers b) Analytical skills c) Interpersonal Relationship. 3) RELATIONSHIP MANAGEMENT a) Liaison with different agencies. b) Has no hesitation in meeting top executives. c) Able to Socialize with all level of people.

CRITICAL BEHAVIORAL COMPETENCIES        

Adaptability Work ethics Pressure bearing Energy level Delegation Planning Employees relation Communication skills

2. Role - Asst. Customer Care Manager CRITICAL FUNCTIONAL COMPETENCIES 1. Execution of Customer Care Plan with help of Team 2. Maintenance of the policies executed by the customer care team 3. Effective Leadership 4. CRM at various levels CRITICAL BEHAVIORAL COMPETENCIES 1. 2. 3. 4. 5. 6.

Team leadership Perceptiveness delegation Creativity Planning Communication Skills All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide 3. Role - Senior Customer Care Executive CRITICAL FUNCTIONAL COMPETENCIES 1. Capable of developing handling upset customers as per the strategy of handling irate customers. a. Has been part of formulating the customer care strategy in handling upset customers and followed and achieved remarkable results. b. Has made changes in the numbers of dissatisfied customers into happy customers and brought in new elements to accomplish target c. Has no hesitation in trying every route e.g. approaching higher ups and take their help in establishing contacts and developing new customers 2. Able to make techno commercial offer with help of design a. Has been responsible and making techno-commercial offers directly to satisfy the customers b. Reasonably knowledgeable on the products and the training requirements – Handling training evaluation sheets 3. Effective and fast communication with customer and internal people a. Has been appreciated by most customers for fast and effective response b. Do not hesitate to communicate at different levels to accomplish the job CRITICAL BEHAVIORAL COMPETENCIES 1. 2. 3. 4. 5. 6. 7. 8.

Aggressiveness Perseverance Energy level Creativity Independent judgment Planning Cooperation Communication Skills

Please analyse the competency map presented. What improvements would you suggest? Create a Behavioral indicator for the following behavioral competencies and present them in a Behavioral Anchored rating scale (BARS) with 4 levels? 1. 2. 3. 4.

Communication Planning Cooperation Independent judgement

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Middle Earth Consultants CLDM – Assessment Guide

SAMPLE PROJECT-1 Sample Project on Competency mapping Title of Project: Develop a Competency Map for two roles Name of Organization: SPACE DEVELOPERS LTD Nature of Business: Development of Residential Property in India Roles selected for the Project: 1) Manager - Operations COMPETENCY MAPPING Serial No

Index

01

Competency Mapping for Manager - Operations  Functional Knowledge Requirements  Functional Skills  Key Behaviour Skills  Competency Mapping Table

1 : Manager - Operations Space Developers Ltd Mumbai The company is engaged in the development and sale of property across India, with focus on residential projects. The Company has on its rolls about 200 employees and recorded revenues of 100 Crores for the year 2004-05. It is managed by professionals and the share is listed in the Mumbai Stock Exchange and current market capitalization is around 1000 crores. The Key Job Elements of this role:  Deliver Revenue, Profit and city expansion targets for the year.  Build Land inventory in targeted markets, for launching projects in next two to three years.  Build Brand value  Plan for Financial, Human, IT Resources and robust Business Processes to support aggressive business growth. All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide  Practice high levels of Corporate Governance and set standards for the Industry

Name of the Position: Operations - Manager Knowledge Requirements General Management -Marketing -Finance -Projects -Human Resources Market Knowledge -Competition -International/Local Functional Skills Building Stakeholder Value - Shareholders -Customer Satisfaction/Delight -Other Stakeholders Building Alliances/Partners -Outsourcing non core processes -Partners in Progress -Increased value to Company and Partner vis a vis their stakeholders Systems Thinking -Identifying cause –effect relationships -Identifying patterns early in disparate phenomena -Identifying unintended consequences early Key Behaviour Traits Planning: -Short term and long term -Usage of Top/Senior Management time -Inclusive Agenda Decision Making: -Making choices in highly ambiguous situation -Making tough/unpopular choices -Making timely choices All rights reserved with Middle Earth & CAMI

Middle Earth Consultants CLDM – Assessment Guide -Resolving symptom/cause/root cause

Result Orientation: -Process and Result -Repeatability of good results -Boundary conditions suddenly/frequently change -Standards Communication: -Style-Content balance -Inspirational/Impact Delegation: -Maturity of employee -Systems for information flow -Quality of results People Development: -Succession Planning-critical positions -Methods of People development -Diversity

Functional Knowledge General Management

Competition

Level 1

Level 2

Has a broad knowledge of Marketing, Finance and Human Resources

Has a good knowledge of the Management function overall, with strength in Marketing and Project Management.

Level 3

Has an excellent understanding of Marketing, Finance and Project Management. Has an acceptable understanding of Human Resources and Technology Has a broad Has deep knowledge Has excellent knowledge of the key players in knowledge of the of the key the business and their key players not players in drivers only in the Property the property development development business in India, All rights reserved with Middle Earth & CAMI

Level 4 Has a deep, multidisciplinary knowledge of the functional disciplines of General Management and its applications in the property development sector

Has deep property business in countries. appreciation businesses.

knowledge of development India and other Has a good of contiguous Is seen as an

Middle Earth Consultants CLDM – Assessment Guide Business in India

but the broader authority. Most often sets infrastructural industry standards. development sector

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Middle Earth Consultants CLDM – Assessment Guide Competency Map Table-Operations - Manager Functional Skills Building Stakeholder Value

Level 1 Has shown the capability to deliver financial targets most of the time. Has limited appreciation of stakeholder model

Building Alliances/Partners

Has shown the capability to deliver short-term business results through identifying likeminded partners.

Systems thinking

Is able to think systemically for most operational decisions. Is able to see the intended Consequences of a decision taken in one part of the system

Level 2 Has shown the capability to deliver financial and customer targets. Displayed tentative steps in delivering increasing value to other stakeholders. Has entered into a couple of benchmark partnerships to increase mutual value top respective stakeholders.

Is able to use different subject disciplines in a systemic manner and read the consequences of a decision in any part of the system on another.

Level 3 Has shown the capability to deliver/exceed financial targets on most occasions. Uses multiple measures to track satisfaction of key stakeholders. Has shown the capability to identify and build partnership with specialized agencies for some non core processes Has built in a long term approach in an otherwise short term led industry Is able to detect cause effect relationships. Is conscious of unintended consequences of a decision in any part of the system

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Level 4 Has shown over time, capability to deliver increasing value to key stakeholders and increase market capitalization.

Has shown capability to outsource all noncore processes and build strategic with leaders in the same. Is respected in industry for partners in progress model.

Is able to relate disparate phenomena (external and internal) to a systemic model. Is able to identify patterns early and take corrective actions on Strategy.

Middle Earth Consultants CLDM – Assessment Guide

Behavioural Level 1 Traits Planning Has sufficient skill to develop a comprehensive oneyear business plan. Some evidence of capturing a longerterm horizon .Is well prepared for meetings.

Level 2

Level 3

Level 4

Has well developed skills in planning and anticipating changes in target market and competitor behaviours. Prepares for meetings in advance and designs appropriate agenda.

Is able to develop strategic stretch plans over short and long term. Is able to read lead indicators and modify plans. Builds agenda for meetings well in advance and circulates background material that will help in faster decision making.

Works from a Mission/Vision and is able to develop strategic plans for one to three years, involving key internal customers. Is able to modify plans based on business environment changes. Plans incorporate expectations fr...