Research On Competency Identificantion, Competency Evaluation, Competency-position Fit Based On Thecommercial Aircraft Customer Service Talent

The project of large passenger aircraft is a concentrated reflection of national industry, science and technology level and comprehensive strength, and also is a highly integrated modern high-tech, there are some characteristics of knowledge-intensive, technology-intensive and talents-intensive. After 60 years of development, China’s aviation industry has a certain reserve of talents and technology base, but compared with foreign aircraft manufacturers like Boeing and Airbus, our civil aircraft talents have no project of training practice for a long-time, so our country is very much starting from behind, especially in customer service. Commercial aircraft customer service talents not only require profound professional background, such as rich knowledge of airplane model and skills of troubleshooting, but also have an understanding of customer needs and communication ability. The average international experience working at civil aviation service is about 15 years, but our Commercial Aircraft Customer Service is only at the first time step, the available talents are still difficult to meet the customer service demand of large aircraft project. Therefore, to research the ability characteristics of civil aircraft customer service, to build a new model of talent management, to realize the scientific talent screening and reasonable talent allocation, to enhance the competitiveness of talent, and promote the development of China’s commercial aircraft customer service industry, it has the important theoretical significance and practical application value.Firstly, from the ability of the related theory of logical analysis and capacity management review, combined with the actual situation of talents in China commercial aircraft customer service enterprises, the paper puts forward the main problem of the research. Then, taking talent heterogeneity theory as the foundation, analyze Boeing and Airbus the type of customer service and the requirements of talents, and consider that the characteristics of civil aircraft service talents in our country is the talent of high-end composite technology with the whole industry chain, the whole process control ability, and analyze the difference of commercial aircraft customer service talented person’s ability and form. Then, put forward the idea of our commercial aircraft customer service talent dual-core management mode, thatis, taking "people" and "things" as the starting point of analysis and the core of talent management, analyze the competency and task, provide the innovative reform of human resource management model. In accordance with the dual-core management ideas, build the tool of competency model to solve the problem of scientific talent selection and the rational matching of talent resource allocation. Finally, combined with the present situation of commercial aircraft customer service development in China, raise some optimization measures based on organizational characteristics and the talent competency.In research methods, the main research include methods of literature, questionnaire survey method, and comprehensive evaluation methods, such as analysis of variance, principal component analysis, grey comprehensive evaluation model, to evaluate the competency of customer service talent and the Competency-position fit, to provide more efficient and comprehensive reference information. In addition, in the process of customer service competency recognition, the expert panel method and interview method are taken.In the whole process of research, the paper arrive at the following main conclusion: Commercial Aircraft Customer Service talents is the high-end composite talents with the control capability of whole industry chain and the whole process; dual-core management is tailor-made scientific and effective management model for our Commercial Aircraft Customer Service talents; the commercial aircraft customer service competency elements have been identified, and the evaluation index system is designed; the model of talent evaluation based on grey evaluation and competency-position fit based on cross section, and put forward the optimization measures of human resources management and development.The following are some innovations of this study: 1) For the first time analyze the heterogeneity of commercial aircraft customer service talent. 2) the system of the dual-core management mode of talent training is presented. 3)the evaluation model for civil aircraft customer service talent is built based on the competency identification in order to optimize current talent assessment methods.4)The commercial aircraft customer service talents-position can be matched so as to achieve a effective allocation of human resources.