Competency Research On Customer Managers In China Mobile Telecommunications Industry

Mobile telecommunication is the most active power in telecom industry. In this market, the requirement of customers becomes more various and more individual.As customer managers, who connect the customers with the telecom operating companies, will strongly influence the customers' satisfactory and loyalty through their competence and their service quality.Competency research began in the early 1970's in U.S.A. Most of researchers agree that competencies are enduring traits or characteristics that help determine excellent job performance. This research employs questionnaire method to explore the competencies of customer managers in mobile telecom industry of China empirically and builds up a competency model including critical competencies, the definitions and behavioral performance. Besides,this research builds up a human resources management system based on the model in mobile telecom industry of China.The self-constructed competency behavioral questionnaire is employed to investigate the competency structure of customer managers competency model in mobile telecom industry. Through investigating nearly 500 respondents of Jinan and Qingdao company of China Mobile Group Shandong Co.,Ltd. Six competencies are identified which are customer service oriented, marketing skills, communication abilities, details oriented, learning abilities and social relations. According to the results and findings, this paper lists the customer managers competencies for the reference to the HR practitioners and researchers. Analyzing those population variables, we find that women pay more attention to customer service and details; with the increase of education, salesmen are better at learning and marketing skills,and have a broader social relations; the place of birth also influence the social relations;managers with long working time can serve customers better bacause of their high competency in customer service oriented. The results and findings in this research are helpful to customer managers of mobile telecom industry including recruitment and selection, training and development, performance management and career development planning.