A Research On Performance Management Improvement Of Service Engineer In A Company Based On Position Competency Model

The financial software industry where A Company belongs to is engaged in the production,sales and service of computer software related to the financial market.In recent years,with the development of diversification and internationalization of the financial market in China,the Internet finance model and cloud computing technology are increasingly mature,and the financial software industry has been developing vigorously,which also promotes the rapid development of the securities software market segment that A Company is engaged in.It is an important strategic goal of A Company to expand all fields of securities software market horizontally and enhance the value-increasing ability of products vertically so as to promote the steady growth of performance.The Customer Service Department of A Company(hereinafter referred to as Customer Service Department)is responsible for the technical service in the after-sales stage of products.With the increasing expectations of customers for product requirements and services,the needs for service cannot be met by relying solely on professional knowledge and skills.How to improve the Service Engineer’s comprehensive quality abilities,such as service consciousness,communication ability,team cooperation,etc.to provide services that meet or even exceed customer service expectations,and promote the growth of service revenue is the Department’s key objective.In this paper,the theoretical knowledge of post competency model in human resource management is used to focus on the existing post responsibilities and standards of Service Engineers in Customer Service Department of A Company,refine the skills and quality characteristics of excellent engineers through interview analysis,and construct the post competency model of Service Engineers as the basis for post selection,retention,promotion and personnel training.According to the theory of post competency model and performance management,the post competency model is applied in this paper to improve the performance management of Customer Service Department,optimize the performance indicators,performance appraisal and evaluation methods in performance management,and describe the application of performance results,so as to guide the performance improvement of employees and comprehensively enhance their skills and comprehensive quality.The contribution and significance of this paper mainly lies in the construction of competency model,deeply mining the relationship between the potential personality,characteristics,quality and work performance results of personnel,improving the department performance management,using scientific methods to evaluate and motivate Service Engineers,giving full play to their potential,better serving customers,improving service fee income,and providing services for the company,so as to provide ideas for the optimization and improvement of human resource management.To a certain extent,it expands the application field of competency and performance management theory in financial software professionals,and provides a reference for the follow-up research theory and practical application of similar industries and posts.