Study On Competency Model Of Telecom Front-Line Staff

The telecommunication market has been saturated little by little with the development of China telecommunication industry from high speed to steady steps for many years. In order to further expand the market and user number, each operator improves business innovation and quality of service. As the joint between the telecom corporations and users, the abilities and skills of the front-line staff decide the quality of service and stand for the enterprise. Therefore, it is very necessary to have the comprehensive knowledge about the current status of the front-line staff, and recruitment, choosing, performance management and training the staff based on the competent characteristics for the position.Study on competency characteristics and competency model are mature in abroad, while it is in initial phase on verification and establishment of competency model for government and company. Few studies on combination competency model with the recruitment, choosing and management of enterprises, especially for the telecommunication industry. Consequently, the theory of competency characteristic and model is studied in this thesis and the emphasis is the definition of competency and construction methodology of competency model. On the basis of the study, the competency models of XX Telecom business staff, 114 staff and representative of customer service center are constructed relying on the investigating project on the front-line staff of XX Telecom.Behavior event interview is adopted in the modeling and verbal theme code is used to abstract the competency character. Note the frequencies and sort them according to the importance and get the initial model of these three positions; Predictive validity is adopted to verify the initial model based on the evaluation project of service star of XX Telecom. The verification results show that the constructed model has high validity and is fit for the practical human resource management of telecommunication industry.On the basis of above, the competency model application for practical human resource management of telecommunication industry and improvement on the core competitive abilities of enterprises is investigated in this thesis. The former is described on the five aspects of staff target, the abilities of human resource management staff, staff recruitment, staff training and performance management. And the latter shows the important effect on the improvement of service quality, finishing the work analytical method, establishment of inspiring mechanism and promotion of staff professional development, which can provide the theory help and practical instruction for human resource management practice of telecommunication company.