Table of content

CHAPTER I

1.1 Background …………………………………………………....………………………….1

1.2 Introduction ……………………………………………………………………………….1
A. Training Department …………………………………………………………………
B. Competency Mapping ………………………………………………………………..
1.3 Objectives of competency Mapping ……………………………………………………...6
1.4 Scope of Competency Mapping ………………………………………………………….
1.5 Methodology Used ……………………………………………………………………….
1.5.1 Research Design …………………..………………………………………………….7
1.5.2 Sampling Method & Design ………………………………………………………….7
1.5.3 Data Collection ………………………………………………………………………..7
1.5.4 Data Analysis Tools …………………………………………………………………..7
1.6 Need for Competency Mapping …………………………………………………………..7
1.7 Significance of Competency Mapping ……………………………………………………8
1.8 Limitations ………………………………………………………………………………...9
1.9 Organization of Report …………………………………………………………………..10

CHAPTER II ………………………………………………………………………………..

2.1 Presentation and Analysis of Data ……………………………………………………….11

A. TSC Department ……………………………………………………………………..
1. TSC Department Night Shift ………………………………………………………...
a. Competency Area 1 of TSC Night Shift …………………………………………
b. Competency Area 2 of TSC Night Shift ………………………………………...
c. Subjective Questions of TSC Night Shift ………………………………………..
2. TSC Department Morning Shift ………………………………………………………
a. Competency Area 1 of TSC Morning Shift ……………………………………...
b. Competency Area 2 of TSC Morning Shift ……………………………………..
c. Subjective Question of TSC Morning Shift ………………………………………
3. TSC Department Evening Shift ………………………………………………………
a. Competency Area 1 of TSC Evening Shift ………………………………………
b. Competency Area 2 of TSC Evening Shift ………………………………………
 c. Subjective Question of TSC Evening Shift ………………………………………
B. L1 and Support ……………………………………………………………………….
a. Competency Area 1 of L1 & Support ……………………………………………
b. Competency Area 2 of L1 & Support ……………………………………………
c. Subjective Question of L1 & Support ……………………………………………
C. Sales and Marketing Call Center …………………………………………………….
1. Sales and Marketing Call Center Night Shift ………………………………………..
a. Competency Area 1 of S&M Call Center Night Shift ……………………………
b. Competency Area 2 of S&M Call Center Night Shift …………………………...
c. Subjective Question of S&M Call Center Night Shift …………………………...
2. Sales and Marketing Call Center Morning Shift ……………………………………..
a. Competency Area 1 of S&M Call Center Morning Shift ………………………..
b. Competency Area 2 of S&M Call Center Morning Shift ………………………..
c. Subjective Question of S&M Call Center Morning Shift ……………………….
3. Sales and Marketing Call Center Evening Shift ……………………………………..
a. Competency Area 1 of S&M Call Center Evening Shift …………………………
b. Competency Area 2 of S&M Call Center Evening Shift …………………………
c. Subjective Question of S&M Call Center Evening Shift ………………………...
4. Sales and Marketing Call center Day Shift …………………………………………..
a. Competency Area 1 of S&M Call Center Day Shift …………………………….
b. Competency Area 2 of S&M Call Center Day Shift …………………………….
c. Subjective Question of S&M Call Center day Shift ……………………………..
D. Power Department ……………………………………………………………………
a. Competency Area 1 of Power Department ………………………………………
b. Competency Area 2 of Power Department ……………………………………….
c. Subjective Question of Power Department ………………………………………
E. Sales Implementation …………………………………………………………………
a. Competency Area 1 of Sales Implementation ……………………………………
b. Competency Area 2 of Sales Implementation ……………………………………
c. Subjective Question of Sales Implementation ……………………………………
F. Enterprise Support ……………………………………………………………………
a. Competency Area 1 of Enterprise Support ………………………………………
b. Competency Area 2 of Enterprise Support ……………………………………….
c. Subjective Question of Enterprise Support ………………………………………
 G. CSBU …………………………………………………………………………………
a. Competency Area 1 of CSBU ……………………………………………………
b. Competency Area 2 of CSBU ……………………………………………………
c. Subjective Question of CSBU ……………………………………………………
H. FSBU …………………………………………………………………………………
a. Competency Area 1 of FSBU ……………………………………………………
b. Competency Area 2 of FSBU ……………………………………………………
c. Subjective Question of FSBU ……………………………………………………
I. PBU …………………………………………………………………………………..
a. Competency Area 1 of PBU ……………………………………………………..
b. Competency Area 2 of PBU ……………………………………………………...
c. Subjective Question of PBU ……………………………………………………..
J. NETOPS ……………………………………………………………………………...
a. Competency Area 1 of NETOPS ………………………………………………...
b. Competency Area 2 of NETOPS …………………………………………………
c. Subjective Questions of NETOPS ……………………………………………….
2.2 Major Finding of Competency Mapping …………………………………………………
A. TSC Department ………………………………………………………………………
B. L1 and Support ………………………………………………………………………
C. Sales and Marketing Call Center ……………………………………………………..
D. Power Department ……………………………………………………………………
E. Sales Implementation ………………………………………………………………...
F. Enterprise Support ……………………………………………………………………
G. CSBU …………………………………………………………………………………
H. FSBU …………………………………………………………………………………
I. PBU …………………………………………………………………………………..
J. NETOPS ……………………………………………………………………………..

CHAPTER III ……………………………………………………………………………….

3.1 Summary ………………………………………………………………………………….

3.2 Suggestions and Recommendations ……………………………………………………..
A. TSC Department ……………………………………………………………………..
B. L1 and Support ……………………………………………………………………….
C. Sales and Marketing Call Center ……………………………………………………..
 D. Power Department ……………………………………………………………………
E. Sales Implementation …………………………………………………………………
F. Enterprise Support ……………………………………………………………………
G. CSBU …………………………………………………………………………………
H. FSBU …………………………………………………………………………………
I. PBU …………………………………………………………………………………..
J. NETOPS ………………………………………………………………………………

Annexure ……………………………………………………………………………………..