Hierarchical Management System, Based On The Competency Model Of Group Account Manager

As the group customer has the character of high value, high honest, more characteristic needs and sharp competition, it requires the telecommunication operation enterprises to understand the trend of customer need, to keep more relation with customers, to develop and manage the customer's resource effectively. Only by doing such things, can the telecommunication operation enterprises take the market advantage and survive in the sharp market competition. The customer manager as the ties of the enterprise and the customer, through promote telecommunication products, transmit the market information, collect and manage customer information and offer service support to the customer, helps to set up an overall and steady service corresponding relation between enterprises and key customers in the hope of trussing up the key customer and improving the key competitiveness of enterprises. However, The theory of customer manager management is insufficient to draw lessons.Competency management is one of modern human resources management central ideas and the position competency assessment is one of human resources management cornerstones. However, the telecommunication operator has not explicit standards and the method in the position competency assessment of customer manager at present. It is difficult for customer manager to regular their professional behavior and to improve their professional competency. Therefore, it is necessary to design a set of customer manager's position competency assessment system.The thesis, on the basis of domestic relative literature on the customer manager system and position competency assessment, focuses on the facts of the customer management in the telecom enterprises and has designed a set of customer manager's position competency assessment standards. The standards take "the work behavior" as the core. At the same time the thesis has developed a set of synthesis assessment method which include the written examination, multiply work behavioral assessment and interviews. With the help of applying to Fuzhou mobile communication, customer managers have been assessed into three positions (primary grade, intermediate grade and superior grade).