Análisis del desarrollo de competencias en los cajeros bancarios y el desarrollo profesional del puesto
Fecha
2016
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
Actualmente una de las nuevas visiones dentro de la Administración de Empresas es el desarrollo de su personal por cuanto el éxito de la misma no radica solo en la Gerencia. En este sentido, las empresas deben ver hacia su personal que forma parte del primer contacto con el cliente, y en el caso de la Banca, son los cajeros quienes con su calidad de servicio pueden beneficiar o afectar la misma. El adquirir esta competencia no es solo responsabilidad del empleado, sino de la alta gerencia que debe siempre incentivar a la mejora continua de su personal mediante un proceso formal de capacitación directa de la empresa o formación académica en algunos casos. La experiencia del personal juega un papel importante, sin embargo puede ser muy subjetivo asumirla como una competencia por cuanto no puede medirse en resultados de formación. El propósito de la competencia es para determinar si la persona es apta o no para el cargo. El objetivo general del estudio es analizar el desarrollo de las competencias de los cajeros bancarios para proponer su implementación en el proceso de selección y seguimiento del personal bancario de esa área y de esa manera posicionar la empresa en la mente del consumidor con un servicio de calidad. Se aplicó métodos teóricos como enfoques inductivos y deductivos a partir de un marco de referencia y métodos empíricos de obtención de datos. Con los resultados obtenidos se propuso la aplicación de un modelo de desarrollo de competencias para las entidades bancarias.
Currently one of the new visions in Business Administration is the development of its staff because the success of it lies not only in the management. In this sense, companies must see to its staff as part of the first contact with the customer, and in the case of banking, are cashiers who with their quality of service can benefit or affect it. Acquiring this competition is not only the responsibility of the employee, but senior management should always encourage continuous improvement of its staff through a formal process of direct training of the company or academic training in some cases. Personal experience plays an important role, however can be very subjective assume it as a competition because results cannot be measured in training. The purpose of the competition is to determine whether the person is suitable or not for the job. The overall objective of the study is to analyze the development of skills of bank tellers to propose implementation in the selection and monitoring of bank staff in that area and thus position the company in the minds of consumers with quality service .theoretical methods such as inductive and deductive approaches were applied from a framework and empirical methods of data collection. With the results obtained applying a skills development model for banks was proposed
Currently one of the new visions in Business Administration is the development of its staff because the success of it lies not only in the management. In this sense, companies must see to its staff as part of the first contact with the customer, and in the case of banking, are cashiers who with their quality of service can benefit or affect it. Acquiring this competition is not only the responsibility of the employee, but senior management should always encourage continuous improvement of its staff through a formal process of direct training of the company or academic training in some cases. Personal experience plays an important role, however can be very subjective assume it as a competition because results cannot be measured in training. The purpose of the competition is to determine whether the person is suitable or not for the job. The overall objective of the study is to analyze the development of skills of bank tellers to propose implementation in the selection and monitoring of bank staff in that area and thus position the company in the minds of consumers with quality service .theoretical methods such as inductive and deductive approaches were applied from a framework and empirical methods of data collection. With the results obtained applying a skills development model for banks was proposed
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DESARROLLO DE COMPETENCIAS, BANCO, SELECCIÓN DE PERSONAL, RECURSOS HUMANOS