Competency Model Of 12366 Taxation Service Hotline's Operators In Guangzhou Local Taxation Bureau

Competency research began in the early 1970's in U.S.A. Most of researchers agree that competencies are the underlying traits or characteristics that benefit high job performance. Since its first introduction to China in the 1990s, many scholars have kept on studying it, through constructing the competency model, scholars put forward many kinds competency models from different angles and sides. However, the result of the literature search turns out that study pay more attention to the competency of managerial personnel, as for the competency of tax department's servants personnel is rather deficient. The operators of the taxation service hotline 12366, as the most important service window of the tax department, connecting the taxpayers closely with the operators, which will strongly influence the tax service quality through their competence and their quality of service.By generalizing the theories on competency and competency models, the article have been used such research approaches as following:document collecting, job analysis, interview, questionnaire investigation etc. Then research for the competency of 12366 taxation service hotline's operators in Guangzhou local taxation bureau. In data processing, utilizing the functions of single factor analysis of variance, relevant to analyze etc through SPSS 11.5 for windows software. Through analysis, the competencies of 12366 taxation service hotline's operators in Guangzhou local taxation bureau include four factors: communication skills, learning ability, service spirit and flexibility.The result of research provides some helpful suggestion for the HR management of operators in the tax department, such as recruitment & selection, training & development, performance assessment & career development planning.