Competency Framework

Question 0

Two Dimensions of competencies?

Answer 0

Preparation

Implementation

Question 1

What are the three major competencies?

Answer 1

Business Acumen
Customer Engagement
Scientific Knowledge

Question 2

Business Acumen definition?

Answer 2

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

Question 3

Customer Engagement Definition

Answer 3

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

Question 4

Scientific Knowledge definition

Answer 4

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.

Question 5

Preparation Definition

Answer 5

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

Question 6

Implementation definition

Answer 6

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

Question 7

Customer engagement themes

Answer 7

Customer planning

Patient centric dialogue

Customer discovery/insightful questions

Question 8

Scientific knowledge themes

Answer 8

Brand strategy
Disease State
Marketplace
HQ approved resources

Question 9

Business acumen themes

Answer 9

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

Question 10

Customer planning: define and name competency

Answer 10

Customer engagement

Development and implementation of plans for any customer interaction

Question 11

Patient centric dialogue: define and name competency

Answer 11

Customer engagement

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

Question 12

Customer discovery/insightful questions: define and name competency

Answer 12

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

Question 13

Brand strategy: define and name competency

Answer 13

Scientific Knowledge

Understands and executes on approved brand strategy

Question 14

Disease State: define and name competency

Answer 14

Scientific knowledge

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

Question 15

Marketplace: define name competency

Answer 15

Scientific knowledge

Understands healthcare options within a disease state

Question 16

HQ approved resources: define and name competency

Answer 16

Scientific knowledge

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

Question 17

Business planning/executes business plan: define and name competency

Answer 17

Business acumen

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

Question 18

Account management: define and name competency

Answer 18

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

Question 19

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

Answer 19

Business acumen

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

Question 20

Three levels of proficiency

Answer 20

Proficient
Distinguished
Exceptional

Question 21

Four steps in the patient focus competency framework

Answer 21

Observe
Record
Classify
Rate

Question 22

Five steps following Red Zone behaviour

Answer 22

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

Question 23

Funnel steps in observation classification

Answer 23

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

Question 24

Define a missed opportunity

Answer 24

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.

Question 25

How long do you need to store observation notes?

Answer 25

Three years

Question 26

What opportunities do you have to collect observations?

Answer 26

``` Pre-and post engagement planning Customer interactions Teleconferences Business planning meetings Matrix meetings ```

Question 27

Define prepare and list associated words

Answer 27

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

Question 28

Define implement and provide associated words

Answer 28

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

Question 29

Examples of business acumen

Answer 29

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

Question 30

Define proficient

Answer 30

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

Question 31

Define distinguished

Answer 31

Going beyond the proficient level

Question 32

Define exceptional

Answer 32

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

Question 33

List common Rator errors

Answer 33

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

Question 34

Procedure in classification once the theme is determined

Answer 34

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

Question 35

Explain observe

Answer 35

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

Question 36

Explain record

Answer 36

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

Question 37

Explain classify

Answer 37

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

Question 38

Explain rate

Answer 38

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.

Question 39

Explain red zone behaviors

Answer 39

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

Question 40

Describe the Funnel process

Answer 40

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