A Review On Competency Mapping of Customer Centric Leadership

Abstract

The paper focuses on the importance of competency mapping in the creation and sustaining the customer oriented leadership in the corporate culture. This study accentuates the significance of competency mapping as a strategic tool of integration of leadership competency with the organization for bridging competency gaps and to have a commitment towards a culture of continuous improvement and adaptability. Drawing into lessons from cases and dis-segment analysis, capturing sector in its activating particularity the service industry, the paper shows that organizations employing competencies know positive results in terms of leadership performance, customer satisfaction and overall business performance. The results suggest the importance of mainstreaming competency mapping in talent management and leadership development process to maintain a competitive edge in today’s dynamic business environment. The article ends by promoting a synergetic approach to competency mapping that not only identifies the needed skills and behaviours but also inculcates a culture of innovation, strategic thinking, and excellence in service among the leaders. A leader is endowed with traits like administrative acumen, Articulation of vision, Ethics in business, Taking timely & impartial decision, Act as role model for the employees, Make the decentralization of power meaningful, Converting every challenge of the time into an opportunity; Courteous behaviour & last but not the least addressing the problem of the employees, Yes he will be the best leader. Leadership vs Leaders is 2 sides of a coin because both matters. The cynosure is both the leader and accepts that person as his or her is and finds ways to lead and include him or her. One leader focuses on competenciesare similar to knowledge, skills and abilities and skies the feasible path to the individual are in the potentiality and areable to manage others. focusing on leadership, it is about the quality of leaders internal to an organization, rather than on leaders themselves.not only leaders but all of the systems and the processes that produce these leaders.