NSTRUCTIONS 1. The first step in determining the competencies for a position is to choose a position (yours or one you know well) and write a list of every major customer for that position. Do not forget the boss, other staff, state and federal regulators/accreditation agents, community, etc. Use the templates found below. 2. List the major outcomes desired by each customer group. If needed, on a separate worksheet, write out the outcomes for each customer group. 3. Now determine what competencies are required in the job to lead to better customer outcomes and satisfied customers. Just include the critical competencies. And remember - in real life, you will have to measure all of this! Think about the 3-4 things you check when you come to work to see that everything is running smoothly. There are examples below