Формування системи персоніфікованого навчання в управлінні розвитком клієнтоорієнтованості персоналу

Abstract

The article is devoted to the issues of building an effective staff development system in the field of customer focus, which is an integral part of the development of enterprises themselves and improving the quality of their services. The basis of the system made by educational processes aimed to preparing the employee for professional activities through mastering the knowledge, skills and abilities necessary to perform the work provided by a specific position and workplace. The necessity is substantiated and the features of a personified approach to the development of personnel training programs are described. The implementation of this approach allows you to rely on internal resources and develop promising projects of professional and personal growth of the enterprise specialists. A personalized approach involves compiling a profile of competencies for each position and taking into account the characteristics of adult education, first of all, increased requirements for the quality and results of training, as well as the possibility of influencing the process, pace, methods and means of training. The training cycle is considered as part of the overall process of development of human resources of the enterprise. An algorithm for developing a training program is proposed, starting with an analysis of the educational needs of staff, on the basis of which a corporate program is developed and its overall budget is determined. An mandatory step after the implementation of the training program is to evaluate the effectiveness and efficiency, as well as post-training support. The work proposes an approximate structure of a training module on customer focus, which was tested as part of a special training program for phytosanitary inspectors of the Main Directorate of the State Service for Food Safety and Consumer Protection in the Vinnitsa Region, developed by the Vasil Stus Donetsk National University. The results of the study can be used at enterprises of various forms of ownership in order to increase the efficiency of the processes of organizing vocational training, retraining and advanced training of personnel.