SMS Competency - Client Orientation and Customer Focus

This is one of eleven competences that appear in the SMS Competency Framework for senior managers in South Africa's Public Service. All these competences are viewed as being critical for high performance in the senior manager’s role. The eleven competences are:

1. Strategic Capability and Leadership;
2. Programme and Project Management;
3. Financial Management;
4. Change Management;
5. Knowledge Management;
6. Service Delivery Innovation;
7. Problem Solving and Analysis;
8. People Management and Empowerment;
9. Client Orientation and Customer Focus;
10. Communication;
11. Honesty and Integrity;

Competency definition

Must be willing and able to deliver services effectively and efficiently in order to put the spirit of customer service (Batho Pele) into practice

Proficiency level

Basic

• Acknowledges customers rights;
• Applies customer knowledge to improve own organisation or department;
• Maintains good relationship with customers and understands their priorities; and
• Redirects queries to the most appropriate person/ solution provider and follows through to ensure customer needs are met.

Competent

• Develops clear and implementable service delivery improvement programmes;
• Identifies opportunities to exceed the expectations of customers;
• Designs internal work processes to improve customer service;
• Adds value to the organisation by providing exemplary customer service; and
• Applies customer rights in own work environment.

Advanced

• Coaches others about the importance and application of customer and client knowledge;
• Fosters an environment in which customer satisfaction is valued and delivered;
• Addresses and resolves high-risk, highprofile stakeholder issues; and
• Takes advantage of opportunities to learn about stakeholders and brings this information to own functional area.

Expert

• Coordinates the implementation of service delivery improvements within budget, time, quality and targets set by the department;
• Establishes guidelines to balance cost-consciousness and service delivery;
• Establishes the organisation's strategic direction for managing services towards stakeholders;
• Demands broad and deeper knowledge of clients and customers to ensure better service delivery; and
• Utilises long term, collaborative and strategic relationships with clients and customers to better service delivery.

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Copyright RSA Department of Public Service and Administration: SMS Handbook - Chapter 5: Competency Framework (2003).

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External Links

Department of Public Service and Administration (DPSA), Republic of South Africa