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Is there a simple yet effective framework for developing & grooming People Managers in a telecommunications customer service orgranization?


I am currently working on a development project for the people managers in my organization. This will cover all employees (new or tenured) in the role of managing one or more individuals including various levels. I am building a framework for the development journey that will take into consideration people manager issues faced on a mundane basis like - employee grievances, performance management, knowledge related gaps, HR partnering, etc. Could anyone help with an effective and wholesome framework that will help address the KSA elements and common must-do deliverables of a people manager? Suggestions on what kind of programmes or internal/ external certifications for grooming people managers to be effective in their role, would be welcomed and helpful. Thanks, Rowena

One Response

  1. I’ve tried to do this…

    Hi Rowena, I've tried to do this a few years back and it became a real chore.  We tried to build the framework by using people from the Senior Management Team to give direction and they couldn't agree between them what the standards were and delegated it to the next level of managers down and then it became far too perscriptive with too many variables taking into account numerous different teams doing different jobs.

    We then pared it right back to 6 enablers that any manager needed to work on in our business; Quality Management, Resource Planning, Performance Management, Innovation, Productivity and Utilisation and Performance.  We then developed a maturity model for each enabler which was a 5 step approach to developing towards excellence in each of them.  I can show you the framework if you PM me with your e-mail address.

    If you want an external framework you might look at ILM or CMI for an academic route or NVQ for the non academic route. Hope that helps



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