The competition among organizations has never been fiercer. As a result, the demand for competent employees to fulfill organizational functions has also increased significantly. ISO 9000 defines competence as the ability to apply knowledge and skills to achieve intended results. Competent employees enable organizations to improve their quality and efficiency and to keep up with innovations.

ISO 9001 specifically addresses competence in clause 7.2 Competence. The requirements of this clause set the foundation upon which organizations (regardless of their size, industry, or activity) can establish an effective competence development program. These requirements are straightforward and concise. Organizations have to:

1. Determine the necessary competence 
2. Ensure that individuals are competent
3. Ensure that the necessary competence is acquired 
4. Keep records as evidence of personnel’s competence

Determining the necessary competence 

The first step that ISO 9001 requires from an organization to take is to determine the necessary competencies regarding a specific position or responsibility. These required competencies should be job specific and consistent with organization’s objectives. 

As such, the organization should be able to define which core competencies should the personnel demonstrate and which technical competencies they are required to have in order to successfully perform their tasks and activities. By identifying the core competencies, the organization makes it possible to create an organization-wide culture and environment, in which its procedures and management can function effectively. On the other hand, by determining the technical competencies, the organization can ensure the increase of productivity and efficiency of services performed by the personnel. Different instruments can be used to carry out this step, e.g., a list, register, database, human resources plan, contract, project plan.

Ensuring the competence of individuals

Besides determining the necessary competencies, ISO 9001 requires from organizations to ensure that the competence of individuals is based on adequate education, training, or experience. Organizations can begin their employment process by writing a job description that will specify the requirements regarding competence in order to employ competent individuals.

To verify whether a person has the required competence, an evaluation process must be applied. This process has to be designed in coordination with the job requirements so that a person’s competencies are successfully evaluated and analyzed. Evidence on the appropriate education or training can be obtained as documented information during interviews, observation, or from resumes. However, for specific jobs (e.g., nurse, chef, and police officer) a more practical assessment of skills is also required. The assessment process has to be appropriate and should enable candidates to demonstrate their knowledge and skills. In addition, unnecessary tasks that do not contribute to the job requirements have to be avoided.

Providing effective methods to fulfill the competence needs 

In cases when there are gaps regarding the competencies of employees (e.g., an employee no longer meets the required competence), the organization must take action to fulfill the gaps in order to prevent the quality of work from being affected. In such cases, ISO 9001 requires from organizations to utilize effective techniques in order to fulfill the competence needs and develop the competencies of the employee.

When an employee no longer meets the required competence, the organization can decide to simplify the requirements and the process of work, or it can appoint the employee to another position or function. In addition, training can be provided in order to improve the competencies of an employee.

If the organization determines that it is necessary to conduct training for employees, several factors must be considered. First, the organization needs to identify training needs and align them to the organization’s requirements and objectives. Training needs have to be identified appropriately in order to narrow any existing gaps in the employees’ level of competence. Secondly, prerequisites of the training, such as time, cost, quality, and quantity, must be considered and analyzed thoroughly to anticipate and estimate effectively the indented results. Finally, the organization should encourage the development of employees' competence by using creative and innovative methods to conduct the training.

After an employee is labeled as qualified, it is important to retain the level of competence that is needed to fulfill the job requirements. An organization can ensure the maintenance of the necessary competence by monitoring employees’ performance. Different methods can be used for the monitoring process, such as regular training, observation, evaluation, and auditing.

Retaining documented information as evidence of employees' competence

Lastly, according to ISO 9001, an organization has to retain records and documented information as evidence of employees' competence. Valid records, such as training records, diploma, license, resumes, certifications, or feedback, can be used as evidence of competence. The documented information can be stored physically or digitally, however, the latter tends to facilitate more the reviewing and auditing process.

How can PECB help you?

The demand for qualified and competent employees has raised the standards of investing in a competence development program at the organizational and employee level.

Among others, PECB offers training course that target people who wish to acquire knowledge on ISO 9001, which can be the basis for an effective competence development program.

About the author 

Florijeta Hulaj is a Junior Course Development Manager at PECB. She is in charge of designing and developing educational content as well as writing articles.