An Rearch On The Impact Of Employee Competence To Customer Satisfaction For Department A, Center G

Because of China government pays more and more attention ondeveloping Green Economy, the software outsourcing business grows rapidlythese years. However, with the continuous increasing of the number ofoutsourcing companies, the competition among outsourcing businesses isbecoming more and more intense. As for a company, to what extent thecompetence of its employees is and to what extent its customer satisfaction isare two key indicators that do mater the developing and growing of thecompany.Center G is a company that focuses on software outsourcing andenterprise services. Department A is its second level division and treats NorthAmerica and Europe as it major source of business. This research targets onthe employees in Department A. This article draws the conclusion that thereare18competence attributes of its employees by interviewing6highperformers in Department A with the Behavior Event Interview as well as re-classifying and judging the present theories of competence and customersatisfaction. And summarize them into7factors of competence which areteamwork, logic thinking, customer service orientation, technique, learning&innovation, communication and self-motivated.With the survey to80employees in Department A, it reveals that thecompetence of its employees is multi-dimensions and there are positive correlation among these7factors. Their competence significantly varies fromgender, education, experience, seniority and roles. In addition, the positivecorrelation exists between the competence and customer satisfaction whichindicates that the customer satisfaction goes higher with the enhancing of theemployees’ competence. After that, this article summarizes and analysis theproblems found during the survey and offers a couple of advice to enhance thecompetence of the employees in Department A, and furthermore, to have bettercustomer satisfaction.