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GSK Competencies > Competency Framework > Flashcards

Competency Framework Flashcards

0
Q

Two Dimensions of competencies?

A

Preparation

Implementation

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1
Q

What are the three major competencies?

A

Business Acumen
Customer Engagement
Scientific Knowledge

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2
Q

Business Acumen definition?

A

U/std C business, med climate, and match to apprd GSK products in manner that is ethical, aligned to org practices and values, patient focused and profitable to GSK

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3
Q

Customer Engagement Definition

A

Build a deep understanding of the needs and goals of customers by questioning and listening to them and using that understanding to build trust and credibility to align appropriate, approved information and enables customers to better serve their patients

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4
Q

Scientific Knowledge definition

A

Full comprehension of clinical aspects related to approved product information and materials including approved indications, epidemiology, anatomy, PharmacoKinetics, and appropriate usage with the ability to transfer this knowledge to customers and peers in a proactive and reactive manner.

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5
Q

Preparation Definition

A

Activities that involve seeking, synthesizing, reviewing, organizing, prioritizing, and understanding data and information to use in building knowledge, effective strategies, plans, and tactics

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6
Q

Implementation definition

A

Acting on preparation activities to convey and implement information customers can use for the benefit of their patients; sustained performance to a plan; customer engagement

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7
Q

Customer engagement themes

A

Customer planning

Patient centric dialogue

Customer discovery/insightful questions

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8
Q

Scientific knowledge themes

A

Brand strategy
Disease State
Marketplace
HQ approved resources

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9
Q

Business acumen themes

A

Business planning/executes business plan
Account management
Positioning GSK approved solutions/resources

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10
Q

Customer planning: define and name competency

A

Customer engagement

Development and implementation of plans for any customer interaction

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11
Q

Patient centric dialogue: define and name competency

A

Customer engagement

Development and implementation of dialogue that demonstrates an understanding of the customers or patients needs and challenges

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12
Q

Customer discovery/insightful questions: define and name competency

A

Customer engagement

Development and implementation of questions that help to understand or demonstrate a deep understanding the customers’ needs, challenges, or priorities in the drivers of the customers’ behaviors

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13
Q

Brand strategy: define and name competency

A

Scientific Knowledge

Understands and executes on approved brand strategy

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14
Q

Disease State: define and name competency

A

Scientific knowledge

Understands anatomy, disease, and pathophysiology associated with a pharmaceutical products approved indication

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15
Q

Marketplace: define name competency

A

Scientific knowledge

Understands healthcare options within a disease state

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16
Q

HQ approved resources: define and name competency

A

Scientific knowledge

The appropriate communication of product information utilizing HQ approved resources to maximize value to the customer and or patient

17
Q

Business planning/executes business plan: define and name competency

A

Business acumen

Develops business/account plans that appropriately align resources/activities to customer opportunities; follows through on goals aligned in business plan

18
Q

Account management: define and name competency

A

Business acumen

Understands all aspects of a specific customers business model and the other factors that influence the customers decisions in order to cultivate an appropriate patient centric business relationship

19
Q

Positioning GSK – approved solutions/resources: define and name competency

A

Business acumen

Plans and allocates the appropriate headquarters approved solutions/resources based on an understanding of the customers needs while maintaining a profitable mindset

20
Q

Three levels of proficiency

A

Proficient
Distinguished
Exceptional

21
Q

Four steps in the patient focus competency framework

A

Observe
Record
Classify
Rate

22
Q

Five steps following Red Zone behaviour

A

Provide the customer with the correct information
Alert the rep to the concern
Coach to appropriate behaviour
Report to the integrity hotline
Document the incident and helpline case number in the field coaching report

23
Q

Funnel steps in observation classification

A

Was the observation of preparation or implementation?
Which of three competencies?
Which of the competencies themes?
Find the behavioral indicator that corresponds to your observation

24
Q

Define a missed opportunity

A

A given behavior that would have been the most appropriate response at the time but the rep took a different action or none. If the alternative action was appropriate, this is not a missed opportunity.

25
Q

How long do you need to store observation notes?

A

Three years

26
Q

What opportunities do you have to collect observations?

A 
Pre-and post engagement planning
Customer interactions
Teleconferences
Business planning meetings
Matrix meetings
27
Q

Define prepare and list associated words

A

Thought and planning for future activity, usually happens outside of a customer interaction.
Anticipates, develops, knows, Learns, organizes, plans, prepares, prioritizes, reviews, seeks, synthesizes, understands

28
Q

Define implement and provide associated words

A

Execution of the plan and this normally happens during a customer interaction
Adapts, aligns, answers, asks, collaborates, coordinates, discusses, engages to, executes, facilitates, follows up, incorporates, initiates, presents, utilizes

29
Q

Examples of business acumen

A

Formulary status, contracting, excess, and barriers to access.
Developing and executing a business plan, growing the business, prioritizing customer accounts, sharing business information and strategies with colleagues, engaging stakeholders or matrix partners

30
Q

Define proficient

A

Doing everything that is expected of you according to GSK standards and sales competencies; bringing value to the customer and acting profitably

31
Q

Define distinguished

A

Going beyond the proficient level

32
Q

Define exceptional

A

Aspirational. Few employees will be consistently performing at this level, some may never achieve this.

33
Q

List common Rator errors

A 
Halo and pitchfork
Leniency 
motivation sessions
Stringency
Similar to me
Central tendency, 
contrast error, 
bias or stereotyping
34
Q

Procedure in classification once the theme is determined

A

Start at bottom with proficient level, read every word paying special attention to the words in bold. If don’t see the evidence, don’t give credit. Keep going up to determine further matches. Behavior must be demonstrated spontaneously not at your suggestion. Consider the intent of the line as well as the intent of the theme. Look to descriptions for lower grade or proficiency level

35
Q

Explain observe

A

What a person said or did in an interaction; show, not tell; statement of fact; non-evaluative; non-judgmental; look for the best opportunities to observe certain things, measure a few things, but very well

36
Q

Explain record

A

Just collect the facts; detailed; note missed opportunities as well; provides a document trail; non-judgmental language; avoid valuative terms

37
Q

Explain classify

A

Sort into competency buckets using funnel vision: Decide if preparation or implementation then competency then theme then behavior and level of proficiency.

38
Q

Explain rate

A

Don’t rate the rep, rate the behavior; use the competency ruler for consistency; look at the bucket of behaviors for that competency, decide where it falls on the proficiency scale, calibrate to the ruler not each other. You may see differences across competencies.

39
Q

Explain red zone behaviors

A

We need to ensure that we do things that are supportive of her core values: transparency, respect, integrity, patient focus. We are expected to follow all GSK policies and resources and demonstrate values at all times. These behaviors are contrary to those policies resources or values

40
Q

Describe the Funnel process

A

Determine the dimension: prepare or implement
Determine which three competencies you observed: scientific knowledge, business acumen, customer engagement
Determine which three themes for each competency you observed. It may be a matter of exclusion to really pinpoint the theme.
Move to proficient level and examine behaviors

GSK Competencies (1 decks)

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