| Fushun branch company of NCN was former fushun cable TV station.After transforming into an enterprise,it was integrated into northern radio and television network company in 2010.In the form of branch company,it was responsible for the operation of fushun urban cable TV network.In 2015,the state began three nets fusion strategy in liaoning province,fushun city cable market entered the competition stage of development,because the China Mobile,,China Unicom and China Telecom are far ahead in scale,network operations,customer service etc,Fushun branch company of the original cable TV market by the huge impact,erosion of cable television subscribers,broadband business is difficult,to present income is declining,profit losses,the survival and development of the whole NCN is big challenge.In view of this highly competitive market,NCN proactively adjusted its business strategy,implement the strategy of service marketing,each branch line of service marketing has become an important department branch,and the customer service specialist positions because of closely contact with the user,responsible for cable installation,maintenance and other business,marketing and service of integrated function,become the implementation of the company's service marketing strategy,retain the customers,stabilize the market position,plays an vital role in the development of the company.However,since fushun branch company of NCN still stuck in the old model about the management of customer service specialist,such as experience and skills,training and development,compensation,etc,they did not catch up with the development requirements of the company strategy.It is urgent to istall and implement the new managment style of customer service specialist.The perfection of the new human resource management system will be based on the construction of the competency model of the customer service specialist.T First of all,according to the competition strategy of the Fushun Branch and the current situation of the customer service specialist management,combined with the fushun branch company of NCN customer service specialist's job analysis.the behavior via interviews,collect customer service specialist competency of entry,make customer service specialist competency questionnaire scale,and in the company customer service specialist,total and related support managers in has carried on the questionnaire survey,questionnaire has become the top priority and participation,a total of 202 questionnaires,at last,through the questionnaire analysis,build the fushun branch company of NCN's customer service specialist competency model,including the service marketing,personal ability,personal qualities,professional knowledge and skills,political orientation and so on 5 first-level indicators,sales ability,service awareness,influence to persuade,user guide,plans,achievement orientation,problem solving ability,efficient execution,communication ability,compressive ability,teamwork,responsibility,integrity,integrity,proactive,patient,careful,affinity,professional knowledge,professional skills,learning ability,political consciousness and safety consciousness 21 second-level indexes.Finally,based on the current situation of fushun branch company of NCN,the company designed recruitment,performance appraisal and training plans based on the competencies.However,in the process of installation,it is necessary to integrate the actual situation of fushun branch company of NCN,and introduce the competency characteristics into the work of each module of the human resource system in a progressive way.Meanwhile,the competency model is not immutable,and it should be modified over time according to the actual business running and outcomes. |
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