Важливість розвитку професійних компетентностей персоналу підприємств сфери послуг
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Дата
2022
Науковий керівник
Укладач
Редактор
Назва журналу
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Назва тому
Видавець
Одеський національний університет імені І. І. Мечникова
Анотація
У статті розглянуто проблеми підвищення кваліфікації та розвитку
професійних компетентностей персоналу підприємств сфери послуг.
Проаналізовано ключові компетентності якими повинен володіти персонал
підприємства. Розглянуто напрями покращення комунікативної компетентності, як
головного чинника сучасного підприємства в умовах жорсткої конкуренції. Процес
організації обслуговування вимагає від персоналу особливих компетенцій,
володіння якими забезпечує на практиці злагоджений і безперебійний процес
повноцінного функціонування усіх служб, причому для клієнта багато з цих
компетенцій непомітні, але тільки доти, поки підприємство відповідає його
очікуванням. Успіх сучасного підприємства залежить від того, наскільки добре
співробітники можуть задовольнити потреби та бажання клієнтів. Тому перш за все
потрібно визначити рівень кваліфікації та типи навичок, необхідних для певної
посади, і навчати співробітників бути компетентними. Якщо менеджери підприємства повністю компетентні для виконання завдань, їхнє задоволення від
роботи підвищиться. В ході дослідження було виявлено, що висока задоволеність
працівників роботою на робочому місці може сприяти покращенню якості
обслуговування клієнтів і виключити такі негативні фактори, як великі витрати часу
на розгляд скарг клієнтів, втрату репутації, низький рівень мотивації працівників до
праці. Отже, розвиток професійних компетенцій персоналу має великий вплив на
якість обслуговування та прибутковість підприємств.
The article deals with the problems of advanced training and development of professional competencies of personnel of service enterprises. The key competencies that the personnel of the enterprise should have are analyzed. The directions of improving communicative competence as the main factor of a modern enterprise in the conditions of fierce competition are considered. The service organization process requires special competencies from the staff, the possession of which ensures in practice a wellcoordinated and uninterrupted process of the full functioning of all services, and many of these competencies are invisible to the client, but only as long as the enterprise meets its expectations. The success of a modern enterprise depends on how well employees can meet customer needs. Therefore, first of all, it is necessary to determine the level of qualification and types of skills required for a particular position, and train employees to be competent. If the managers of the enterprise are fully competent to perform tasks, then their job satisfaction will increase. The study found that high employee job satisfaction in the workplace can improve the quality of customer service and eliminate such negative factors as long time spent on handling customer complaints, loss of reputation, and low level of employee motivation to work. Also, the article considers the importance of evaluating the effectiveness of training staff. To evaluate the effectiveness of professional development, it is suggested to evaluate not only economic indicators such as labor productivity, income, profit, but also to use evaluation of training programs by managers and employees themselves. Evaluation of the effectiveness of employee training is based on feedback information received from employees who have completed the training. When evaluating training, it is also necessary to evaluate the manager’s satisfaction with the subordinate employee who has completed the training. To achieve professional success, it is necessary to constantly develop. If the company’s personnel does not acquire new knowledge, its competitive advantage will gradually be lost. Continuous training of personnel indicates the achieved success in the field of human resources management and, as a result, increasing the level of their labor potential. Consequently, the development of professional competences of the company’s personnel has a great impact on the quality of customer service and the profitability of the company as a whole.
The article deals with the problems of advanced training and development of professional competencies of personnel of service enterprises. The key competencies that the personnel of the enterprise should have are analyzed. The directions of improving communicative competence as the main factor of a modern enterprise in the conditions of fierce competition are considered. The service organization process requires special competencies from the staff, the possession of which ensures in practice a wellcoordinated and uninterrupted process of the full functioning of all services, and many of these competencies are invisible to the client, but only as long as the enterprise meets its expectations. The success of a modern enterprise depends on how well employees can meet customer needs. Therefore, first of all, it is necessary to determine the level of qualification and types of skills required for a particular position, and train employees to be competent. If the managers of the enterprise are fully competent to perform tasks, then their job satisfaction will increase. The study found that high employee job satisfaction in the workplace can improve the quality of customer service and eliminate such negative factors as long time spent on handling customer complaints, loss of reputation, and low level of employee motivation to work. Also, the article considers the importance of evaluating the effectiveness of training staff. To evaluate the effectiveness of professional development, it is suggested to evaluate not only economic indicators such as labor productivity, income, profit, but also to use evaluation of training programs by managers and employees themselves. Evaluation of the effectiveness of employee training is based on feedback information received from employees who have completed the training. When evaluating training, it is also necessary to evaluate the manager’s satisfaction with the subordinate employee who has completed the training. To achieve professional success, it is necessary to constantly develop. If the company’s personnel does not acquire new knowledge, its competitive advantage will gradually be lost. Continuous training of personnel indicates the achieved success in the field of human resources management and, as a result, increasing the level of their labor potential. Consequently, the development of professional competences of the company’s personnel has a great impact on the quality of customer service and the profitability of the company as a whole.
Опис
Ключові слова
підприємство, персонал, професійні компетентності, підвищення кваліфікації, сфера обслуговування, enterprise, personnel, professional competences, professional development, service area
Бібліографічний опис
Ринкова економіка: сучасна теорія і практика управління = Market economy: modern management theory and practice