Open AccessDevelopment of competences of personnel of service and sales network of the Russian automobile companies in the context of requirements of the standard GOST P ISO 9001-2015
Author(s) -
Людмила Федоськина,
Л А Федоськина
Publication year - 2017
Publication title -
russian journal of management
Language(s) - English
Resource type - Journals
eISSN - 2500-1469
pISSN - 2409-6024
DOI - 10.29039/article_59fc2331320137.59912536
Subject(s) - competence (human resources) , automotive industry , business , quality management system , marketing , service (business) , operations management , process management , quality management , engineering , management , economics , aerospace engineering
The personnel of the entities of corporate dealer network of automobile company have direct interaction with final consumers of products of the company, quality of the provided service and sales services and quality of process of customer service depends on the level of his competence. The new version of the standard GOST R ISO 9001-2015 contains a number of requirements for continuous competence development of personnel. Satisfaction of this requirement is possible on the basis of competence approach, within which came the development of a competency concept that reflects the most progressive scientific views on the development of staff competencies.
Analysis of scientific literature allowed to reveal the feasibility of using the definition of the competence of employees of the dealer centers of the automotive company techniques based on the qualimetric assessment of personnel. Its application in combination with ranging of workers on the reached competence-based levels in relation to various categories of personnel will allow to increase justification of functional distribution of job responsibilities.
It is revealed that forming and development of system of corporate training acts as the main form of personnel development of the modern entity of automotive industry. On the example of the Russian automobile companies it is shown that all of them have the operating training systems of personnel of service and sales network in the form of the organization of multi-profile training centers. However, only in recent years, these centres began to turn attention to the development of competences not only technical, but also the service personnel of the dealer centers.
It is offered to expand an arsenal of the applied methods of personnel development of the entities of service and sales network of automobile company by means of more active application of the approaches used in foreign practice – Secondment and Shadowing. In article the short characteristic of these technologies is provided and the directions of their applied application in case of development of specific competences of personnel of the automobile dealer centers are proved.