© 2009 IBM Corporation What is the full form of BBSI? Selection and Assessment Area Central Behavior Based Structured Interviewing (BBSI)

© 2009 IBM Corporation

What is the full form of BBSI?

Selection and Assessment

Area Central

Behavior Based Structured Interviewing (BBSI)


Selection & Assessment

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Objective :

Insight on the Behavioral Competencies used in Behavioral Based Structured Interview (BBSI)

Evaluate candidate’s potential for Success through BBSI.

Introduction of Competency:

A competency is an underlying characteristic of an individual that is causally related to

criterion-referenced effective and/or superior performance in a job or situation.



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Why BBSI?

Conventional Interview Behavior Based Structured Interviewing

Majorly covers the Knowledge & Skill part It covers underlying characteristics of behavior like Knowledge, Skill, Values, Motives, etc through action

The interviewer normally asks confirmatory questions to check knowledge and skill

The interviewer asks questions to orient a discussion on the success or failure stories of the interviewee and the specific action taken thereof.

Normally the interviewee highlights the existing policy, processes, rules, theories, data etc which substantiates the knowledge or skill part

Normally the interviewee talks about the action points, he or she had taken to succeed or overcome the failure situation

Research shows 64% interviewers’ worry that they’ll miss important information about a candidate and 46% interviewers’ aren’t sure they have enough information to make a sound decision

Research shows the interviewer gathers 30% more information to take a sound decision

Research shows the interviewees build a perception of getting selected or rejected on 1st impressions, Biases, Intuition, Prejudices, Preconceived notions, etc

Research shows the interviewees build a perception that he is being valued and could express his thought in discussion



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Approach

BBSI Competency & Scale – In BBSI document, out of nine listed competencies, there are seven behavioral competencies. Technical Depth & Breadth and Project Management are not considered for this discussion

– Communication/Straight Talk, Drive to Achieve, Teamwork, Team Leadership, Creativity / Breakthrough Thinking, Flexibility/ Adaptability, Customer Focus.

– The BBSI evaluation scale is 1-5, 5 being the highest level. Every BBSI Competency are discussed in detail:

– Every Competency has Dimension – e.g. Intensity, Scope, Effort etc. – Behavioral Indicators & descriptions – Under every dimension there are a

set of behavioral indicators (–ve/+ve ) and descriptions for each behavioral indicator given.

– To evaluate on each competency there is a combination of leading & probing questions given in the template

Microsoft Excel Worksheet



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Customer Focus



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How can we know if it is a complete answer?

A Situation requiring

the specific skill

Action taken

Result

1 2 3



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Customer Focus – Role play

Swarup is interviewing Gita & Reena on the same four questions; We will watch two animation videos one by one. As an observer, please document the behaviors which

are noticeable. We will circulate the Customer Focus Competency one pager doc for your use. We would like to know all of your view points on the answers and will have discussion on both the videos

Question: 1

Who were your client/s in your earlier role/s?

Answer from Gita:

My client is ABC.

Answer from Reena:

Answer B: My end client is XYZ & I am working for Run & Support tower. XYZ is into drug manufacturing business, the tower I was supporting takes care of Production Line. I was supporting the onsite project team for delivery. Also I used to interact with GeO team members for operation review and in the solutioning space there was a team who used to receive input from me on monthly basis.



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Question: 2

How is the client doing in their business? Have you noticed significant development/ change in client business chain?

Answer from Gita :

ABC is a Drug Research Company, they have implemented system & support which helps in drug research. I have worked in the project during SAP implementation phase.

Answer from Reena:

Answer B: As I have told XYZ is in the manufacturing of drug & medicine, for last two years their strategy had been to invest into different regions for building business capability. Due to the fast expansion & investment, the profit ratio is not very encouraging but the company is trying to build the capability at this stage. I have supported the SAP go-live for 3 regions and there are plan for more 7-9 go-lives. I know some of the client members – we are from the same professional background, as I understand from them, the company has excellent potential of growth so as Our Project.



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Question: 3

What was your role?

Answer from Gita :

I am an Application Developer; my primary responsibility is to solve tickets as per the SLA

Answer from Reena :

I am Application Developer, in the latest implementation project I get tickets, may be SR or CR, which I analyze and solve, if the volm of the tickets are high then post analysis I discuss with my project manager to understand how we can distribute and assign those to different team members, In such situation I ensure the delivery as well. Post delivering the tickets I normally connect with the end user/ clients to check if there is any issue/challenge in using that. As I have observed, such requests are higher during a particular time of the month, so post the first few cycles I brought a planning –execution matrix in pace which was taken to clients and they also agreed on it.



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Question: 4

Give me an example which you think is your biggest success in managing client?

Answer from Gita :

The client was always on top of issues; I have solved & delivered the issues as it came to me. In one of the situations the client wanted a new report with customer details; I got in touch with the SME team to understand if any thing can be offered and finally was able to deliver those.

Answer from Reena :

A client was having some difficulty getting a refund report. She came to me because she said our delivery manager was rude to her. I'm sure there was just a misunderstanding because that would be very unusual behavior for him. Anyway, I apologized, and tried understand her problem statement, also requested her to share the exact examples where she felt the report would help her. Post that I sat with SME team and discussed two solutions on existing platform, finally one was finalized by the Project Manager, the one which was finally given was not only solving there immediate requirement but also it had a high end analytics into it which will help them to understand customer profile & refund pattern. This was the first step into analytics, which will help their immediate requirement and IBM might get some more business on BAO line.



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Let’s Summarize…

Now you have heard the answers….whom do you select – Let’s discuss

Don’t get frustrated, it takes about 20-25 interviews to get clear understanding about the framework & do a standard behavioral interview, so keep going…

To start with it takes at least 1.5 hrs for one Behavioral Interview and gradually it might to come to 1 hr with experience

Please remember, behavioral Interview is all about I, not about We….

All the questions should follow the patter of What -> When-> How?

Interrupt & Refresh! To avoid the tendency of beating around the bush

Prepare well, which few competencies are important for the role , also keep the Evaluation Sheet Ready

Repetitive behavior should be marked into the evaluation sheet without any assumption


Please refer ‘Competence at Work’ book by Spencer & Spencer for more details of Behavioral

Competency & It’s application

Documents

© 2009 IBM Corporation What is the full form of BBSI? Selection and Assessment Area Central Behavior Based Structured Interviewing (BBSI)