Competency Modelling And Application Of Lanzhou Mobile Service Hall Manager

As the external display window of company image, Mobile company halls is facing service transformation, function transformation and homogeneity competition, so how to improve the operation efficiency effectively, make it better to play service for customers and achieve the sales, and create profits, has become the core issue of coping with competition. But as the managers of halls, halls managers'quality and the ability determine the extent of the function display and the company's brand identities of consumers directly. At present, in the selection of Lanzhou Mobile halls managers, we just pay attention to the evaluation of the superior, employees'proficiency and work-life length, therefore lacking of a comprehensive evaluation model which can identify employee management literacy, integration team ability, execution, etc.Based on reviewing of theories about competency and Competency Model,this paper firstly uses Delphi method to conduct two rounds of questionnaire survey, analysising data and integrating each expert opinion, initially constructed Lanzhou Mobile's competency model of Halls manager. SecondlyⅠadopt Behavioral event interview method by interviewing Halls manager and guide them describe some of the "critical events", from this inductive reveal their competence, especially to the potential, inner recessive competency. According to the Behavioral event interview methodⅠsummarize the model and by contrast to the competence model constructed by expert group,I further correct the original competency model, The competency model of Halls manager contains eight aspects, the initiative, the achievement orientation, flexibility, interpersonal understanding ability, analysis ability, thinking ability, training others ability, relationship ability and team leadership. Finally, use the competency model of Halls manager to test reliability and validity of the competency model by comparing the difference between the optimal group and ordinary group respectively.At the last, I use the competency model to the other aspects of the human resource management, such as job description, staff recruitment and selection, performance management. After this I put forward suggestions on how to optimize this model for facilitating Mobile anagers selecting, nurturing and encouraging excellent employees, so we can improve the overall operation of Lanzhou Mobile company.