Luận văn một số giải pháp tạo dựng và duy trì nguồn nhân lực chất lượng cao tại công ty tnhh nhà nước một thành viên thương mại và xuất nhập khẩu viettel

TRl/dNG DAI HOC KINH TE QUOC DAN ■ ■ 83K>Og8C« DAI HQC KTQD TT THONG TIN THU" VI&N PHONG LUAN AN-TlfLIgU LE HAIANH MOT SO GIAIPHAP TAO DUNG VA OUT TRI NGUON NHAN LUC CHAT LUTING CAO TAI CONG TY TNHH NN MTV THUUNG MAI VA XUAT NHAP KHAU VIETTEL ■ ■ ■ ■ ■ CHUYEN NGANH: KINH TE LAO DONG LUAN VAN THAC SI KINH TE • • Ngtfdi htfdng dan khoa hoc: PGS.TS VU HOANG NGAN HA AOI, AAM 2011 MUC LUC DANH MUC BANG BIEU DANH MUC HINH VE DANH MUC CAC CHU VIET TAT LOI MO DAU 1 Ly lua chon de tai: Muc di'ch nghien cuu Doi tuong va pham vi nghien cuu Phuong phap nghien cuu Du kien dong gop cua Luan van Gidi han cua luan van Ket cau luan van .4 CHUONG 1: SU cAn THIET PHAI TAO DuNG VA DUY TRI NGUON NHAN LU CAO TRoNg dOaNH NGHIEP • c CHAT LUONG • • 1.1 Nguon nhan luc chat luong cao Doanh nghiep 1.1.1 Nguon nhan luc 1.1.2 Nguon nhan luc chat luong cao 1.1.3 Tieu chi xac dinh nguon nhan luc chat luong cao 1.1.4 Vai tro cua nguon nhan luc chat luong cao 1.2 Tao dung nguon nhan luc chat luong cao 10 1.2.1 Khai niem tao dung, tao dung nguon nhan luc chat luong cao 10 1.2.2 Noi dung cua tao dung nguon nhan luc chat luong cao 10 1.3 Duy tri nguon nhan luc chat luong cao 16 1.3.1 Khai niem tri, tri nguon nhan luc chat luong cao 16 1.3.2 Noi dung cua tri nguon nhan luc chat luong cao 17 1.4 Nhung yeu to anh hudng den hoat dong tao dung va tri nguon nhan luc chat luong cao 30 1.4.1 Nhung yeu to ben ngoai 30 1.4.2 Nhung yeu to ben 31 XX A ' 1.5 Ssc cn thiet cca tao dung va ddy tri nggon nnan I ucccat I uong c ca 33 CHUONG 2: PHAN TtcH THVC TRANG TAO DUNG VA Duy TRI /v • • • • NGUON NHAN LU CAO TAI • c CHAT LUONG • • CONG TY TM VA XNK VIETTEL .34 2.1 Khai quat ve Cong ty TNHH NN MTV Thuong mai va XNK Viettel 34 2.1.1 Qua trinh hinh va phat trien 34 2.1.2 Co cau to chuc 35 2.1.3 Nhiem vu san xuat kinh doanh 35 2.1.4 Dae diem ve lao dong, ky thuat, cong nghe kinh doanh 36 2.2 Phan tich thuc trang tao dung va tri nguon ghng luc chat luong cao tai Cong ty TM va XNK Viettel 37 2.2.1 Hoat dong tao dung nguon nhan luc chat luong cao cua Cong ty 37 2.2.2 Hoat dong tri nguon nhan luc chat luong cao cua Cong tyX 46 2.3 Cac yeu to anh huong den hoat dong tao dung va tri nguon nhan luc chat luong cao cua Cong ty 71 r r r 2.3.1 Yeu to ben ngoai 71 2.3.2 Yeu to ben 72 2.4 Danh gia chung 74 CHLONG 3: MOT SO GIAI PHAP TANG CUONG TAO DlfNG VA DUY TRI NGUdN NHAN LUC CHAT LUONG CAO TAI CONG TY TNHH NN MTV TM VA XNK VIETTEL 76 3.1 Dinh hiring phat trien cua Cong ty tir den 2015 76 3.2 Nguyen tac va muc tieu cua hoat dong tao dung va tri nguon nhan lire chat I iron g cao 77 3.3 Hoan thien bo tieu chuan xac dinh nguon nhan lire chat liro’ng cao cua Cong ty 78 3.3.1 Xac dinh cac chuc danh can su dung nhan luc chat luong cao 78 3.3.2 Xay dung bo tieu chuan (khung nang luc) doi vdi tung chuc danh 79 3.4 Mot so giai phap tang circrng hoat dong tao dung va tri nguon nhan lire chat liro’ng cao tai Cong ty TNHH NN MTV Thuung mai va XNK Viettel 81 3.4.1 Hoat dong tao dung nguon nhan luc chat luong cao 81 3.4.2 Hoat dong tri nguon nhan luc chat luong cao 85 KET LUAN 97 DANH MUC TAI LIEU THAM KHAO 98 PHU LUC 106 Q r X A a DANH MUC BANG BIEU Bang Tong hop co cau phieu khao sat thu thap thong tin Bang 1.1 Phan biet tuyen dung thong thuong va tuyen dung de thu hut va tri nhan luc chat luong cao 15 Bang 2.1 Mot so chi tieu ke hoach cua Cong ty qua cac nam 2008-2011 39 Bang 2.2 Ket qua khao sat danh gia ve hoat dong tuyen mo va tuyen chon cua Cong ty 42 Bang 2.3 Noi dung danh gia thuc hien cong viec hang thang - Cong ty TM va XNK Viettel 50 Bang 2.4 Dinh muc xep loai danh gia CBCNV tai Cong ty TM va XNK Viettel 51 Bang 2.5 Ket qua khao sat nhan luc chat luong cao ve hoat dong danh gia cua Cong ty 52 Bang 2.6 Noi dung danh gia thuc hien cong viec hang quy tai Cong ty Thuong mai va XNK Viettel 53 Bang 2.7 Thong ke tinh trang nhan luc tai mot so vi tri chuc danh 54 Bang 2.8 Thong ke khao sat nhu cau luan chuyen cong, dieu dong viec cua nhan luc chat luong cao tai Cong ty 57 Bang 2.9 Thong ke tinh hinh dao tao nhan luc chat luong cao cua Cong ty qua cac nam 2008-2011 • 58 Bang 2.10 He so hoan chi tieu KPI de tinh luong cung cho cac chu danh tai khoi kinh doanh true tiep 61 Bang 2.11 Thong ke tien luong thang 7/2011 cua mot so Truong sieu thi (ap dung theo quy che luong moi) 62 Bang 2.12 Thong ke tien luong binh quan cua mot bo phan tai Cong ty thuong mai va XNK Viettel nam 2010 64 Bang 2.13 Thong ke quy tien luong va thu nhap binh quan hang nam cua Cong ty 65 Bang 3.1 Cac budc tien hanh xay dung bo tieu chuan doi vdi tung chuc danh cong viec can su dung nhan luc chat luong cao 80 Bang 3.2 Muc tieu tri nguon nhan luc chat luong cao cua chuong trinh dinh huong 93 Bang 3.3 Cac budc xay dung he thong danh gia ket qua thuc hien cong viec theo phuong phap quan tri theo muc tieu 96 DANH MUC HINH VE So 2.1 So dd co cau to chuc cua Cong ty TM va XNK Viettel 35 So 3.1 Cac budc tien hanh quan tri theo muc tieu 95 DANH MUC CAC CHU- VIET TAT -CBCNV Can bo cong nhan vien -CNTT Cong nghe thong tin -CTPK Chuyen trach phu kien - CSKH Cham soc khach hang -CV Chuyen vien - DH Dai hoc -MTV Mot vien -NN Nha nude - NV DVKT Nhan vien Dich vu ky thuat -QLHH Quan ly hang hoa -TBVT Thiet bi vien thong -TCLD To chuc lao dong -TM Thuong mai - TNHH Trach nhiem htru han -TT Trung tam - TTDV To trudng dich vu - XDCB Xay dung co ban - XNK Xuat nhap khau i Cong ty TNHH NN MTV Thuong mai va Xuat nhap khau Viettel (Cong ty) la doanh nghiep hoat dong chu yeu linh virc ban le dien thoai di dong va dich vu vien thong Viettel, vdi quy mo len den gan 2000 can bo cdng nhan vien va he thong 106 Sieu thi tren khap cac tinh cua dat nude Do he thong trai dai tren khap ca nude ma hoat dong tao dung mot nguon nhan luc chat luong cao tai Cdng ty gap rat nhieu kho khan, lai cang kho khan hon viec tri nguon nhan luc Mot thuc te hien cua Cdng ty la ty le bien dong lao dong qua ldn (ty le lao dong nghi viec la 20%/nam), chi phi tuyen dung ldn ma hieu qua lai khong cao, co nhung vi tri khong tuyen dung dupe lao dong vao lam viec, hoac co tuyen dupe thi khong giu chan dupe ngudi lao dong gan bo vdi Cdng ty Day la van de ma bo phan To chuc lao dong cung nhu ban lanh dao Cdng ty dang dac biet quan tarn Van de dat vdi Cdng ty hien trudc tien la phai xac dinh dupe nguon nhan luc chat luong cao cua Cdng ty? Lam the nao de tao dung dupe nguon nhan luc co chat luong cao Tiep den la nhung giai phap de tri nguon nhan luc noi tren Xuat phat tir thuc trang tren cua Cdng ty TNHH NN MTV Thuong mai va r ■> r \ r xuat nhap khau Viettel, toi quyet dinh chon de tai: "Mot so giai phap tao dung va tri nguon nhan lire chat luong cao tai Cdng ty TNHH NN MTV Thuong mai va Xuat nhap khau VietteC lain de tai cho luan van tot nghiep Muc dich nghien ciru: - Hieu dupe tarn quan va noi dung cua viec tao dung va tri nguon nhan luc chat luong cao doi vdi su ton tai va phat trien cua Cdng ty; - Tren co so danh gia hoat dong tao dung va tri nguon nhan luc chat luong cao tai Cdng ty Thuong mai va XNK Viettel, tir tim nhung ton tai va nguyen nhan cua ton tai; - Tir nhung nguyen nhan ton tai de dua mot so giai phap tao dung va tri nguon nhan luc chat luong cao cho Cdng ty Thuong mai va XNK Viettel; Phuong phap nghien ciru dupe sir dung luan van: - Su dung phuong phap thu thap thong tin bang bang hoi, phong van: Doi tirang khao sat: + Phong van ban lanh dao Cdng ty: bao gom Ban giam doc cdng ty; Don vi true thuoc Cdng ty; Truong phdng/ban thuoc Cdng ty, de hieu dupe quan diem cua lanh dao Cdng ve nguon nhan luc chat luong cao, tarn quan cua hoat dong tao dung va tri nguon nhan luc nay; ii + Phong van va khao sat bang bang hoi: Trong tong so 1935 lao dong cua Cong ty, khao sat 170 lao dong theo co cau nhu sau: Lao dong chat lupng cao dang lam viec tai Cong ty: 60 truong hop Lao dong chat luong cao da xin nghi viec tai Cong ty: du kien 30 truong hop Lao dong dang lam viec tai Cong ty dap ung dupe yeu cau cua cac vi tri can su dung nhan luc chat luong cao: 30 truong hop; Nhung ngubi tham du cac tuyen mo va tuyen chon vao Cong ty: 50 truong hop De tCr thay dupe nguyen nhan dan den viec nhan luc co chat luong cao rbi bo cong ty cung nhu la nhung diem manh ma Cong ty da lam dupe viec tao dung va tri nguon nhan luc chat luong cao can phat huy f r r Bang Tong hpp co* cau phieu khao sat thu thap thong tin Tong so Doi tupng Muc dich khao sat So phieu cau hdi So phieu So phieu phat thu ve 19 60 60 60 50 50 50 60 60 60 35 170 170 170 phieu tra 161 hpp le - 30 lao dong chat Danh gia hoat dong luong cao nghi viec tri va nguyen nhan lao nam 2010 dong chat luong cao - 30 lao dong chat nghi viec luong cao dang lam viec tai Cong ty Danh gia ve hoat dong tuyen mo, tuyen chon, thuong hieu tuyen dung 50 ung vien tham du cac dot tuyen dung thang dau nam 2011 cua Cong ty - 30 lao dong chat luong cao dang lam Khao sat nhu cau phat viec tai vi tri phu hop trien nghe nghiep cua lao - 30 lao dong dap ung dong chat luong cao cua dupe yeu cau co’ ban Cong ty cua chat luong cao thuoc nguon du phong Tong so - - - - Tdng hpp co cau khao sat: - Phieu 01: Danh gia cac hoat dong tri nguon nhan luc chat luong cao cua Cong ty (Phu luc 03); Phu• luc • 11: MAU PHONG VAN NGHI VIEC • MAU PHONG VAN THOI VIEC (Danh cho can bo nhan sir) Hay noi theo each cua ban Ten nhan vien: Ngay nghi viec: Ma nhan vien Ma cdng viec: Chuc vu: LY DO THOI VIEC Tu- nguyen [ ] Chuyen sang Cong ty khac [ ] Khong hai long vdi cdng viec hien tai • Luong thap • Khong co co hoi thang tien • Do cap quan ly [ ] Chuyen noi d [ ] Di hoc Khac _ Budc thdi viec [ ] Vi pham noi quy lao dong [ ] Khong du nang luc [ ] Cat giam bien che | ] Khac _ BANG CAU HOI KHAO SAT Hay noi theo cach cua ban (Doi vai nhan sy thoi viec) Kinh mong anh/chi vui long danh thoi gian tra lai mot so cau hoi sau de Cong ty co the hieu hom ve cac suy nghi, mong muon va nguyen vong cua cac anh/chi , Qua do, Cong ty co the hoan thien va phat trien hom Cac cau hoi dat chi mang tinh chat tham khao, moi y kien cua anh/chi se dugc an danh va bao mat phu hgp vdi chinh sach nhan su cua Cong ty Xin anh/chi• nhan xet ve cac mat sau: • • a) Moi truong lam viec: □Rat tot □Tot □Trung binh □Can cai thien □Kem b) Muc thoa man vdi cong viec: □Rat tot □Tot □Trung binh □Can cai thien c) Su ho trg tu cap quan ly: □Rat tot □T6t □Trung binh □Can cai thien □Kem d) Quan he vdi dong nghiep: □Rat tot □Tot □Trung binh □Can cai thien □Kem e) Dao tao: □Rat tot □Tot □Trung binh □Can cai thien □Kem f) Trang thiet bi lam viec: □Rat tot □T6t □Trung binh □Can cai thien □Kem □Kem Anh/chi co the cho biet ro hon ly anh/chi ngoai ly neu don xin thoi viec duo'c khong? Dieu anh/chi hai long nhat ve cong viec la gi? Dieu anh/chi khong hai long nhat ve cong viec la gi? (dong nghiep, cap tren, chinh sach, quy dinh) Anh/chi cd y kien gi ve che phuc loi cua Cdng ty? Cong ty rat mong muon lai co co- hoi hop tac vdi anh/chi tuong lai, anh/chi cd mong muon khdng? Dieu gi ma Cdng ty cd the lam de anh/chi thay ddi quyet djnh thdi viec? De thu hut va giu chan nhan vien, neu cd tham quyen, anh/chi se thay ddi gi vdi mdi trudng lam viec va nguoi quan ly true tiep cua minh? Y kien dong gop khac: Tran cam cm anh/chi! LSUfl vi STT phOng ban flYUUl Tong so LD ds Gidi tinh LD DS Nam Na SQ SQ DB QNCN Ban giam ddc 4 Phdng Kd hoach 17 Phdng To chuc LD 13 Phdng T&i chinh 16 12 Phdng chinh 19 10 Ban NB 0 Ban KJ thuat 8 Da an Bao tang HN 7 0 Ban KD san pham mdi 10 TT Ban Id Viettel 1331 407 924 11 TT Phan Viettel 53 36 17 12 TT XNK Thidt bj Viin thdng 66 28 38 13 TT Kinh doanh Thuong mai 17 13 14 Chi nhanh phia Nam 279 128 151 Tong c§ng (DS) 1839 664 1175 Ty If (%) 100 36.1 63.9 0.3 Htknh Kiem soat phdi doi Phan theo LD danh sAch CNV QP tuyng HD LD Thu vifc trinh Phan theo LD danh s£ch CH DH CD TC SC dy nghe P.theo nginh LD DS Ky thugt K te Khac Tuoi binh quan 1 51.3 10 29.6 17 11 32.8 13 30.1 16 THPT HD TV, CTV T$ng CQng 0 17 12 11 0 15 15 16 0 1 15 30.0 28 0 0 0 0 0 0.0 0 28.8 1 0 0 0 16 4 32.3 0 0 0 4 31.2 1212 113 327 250 516 17 222 294 523 514 27.5 89 1420 46 32 20 29 30.6 53 65 54 10 48 29.6 71 16 14 1 10 31.3 17 272 82 41 78 75 69 92 118 27.3 280 1695 125 18 571 303 615 25 308 417 749 673 27.9 104 1943 0.0 0.4 0.3 92.2 6.8 1.0 31.0 16.5 33.4 1.4 16.7 22.7 40.7 36.6 0 Phu luc 13: Chat Iu’o’ng nhan luc chat luo’ng cao cua Cong ty Bang Thuc trang nhan inc chat luong cao cua Cong ty nam 201123 Dan vi: ngwai So STT Chuc danh - bo phan luong So vi tri can NL thuc te dang lam CLC dam nhan viec tai cac vi tri theo dinh bien yeu cau NLCLC dam nhiem I KHOI GIAN TIEP Ban giam doc Cong ty Truong phong ban Cong ty Truong ban nghiep vu thuoc phong Cong ty Chuyen vien hoach dinh chinh sach Ban Giam doc Trung tam, Chi nhanh thuoc Cong ty Truong phong TT, CN Truong ban thuoc phong TT, CN II NV So luong thuc te dap chuan ung CLC tieu o cac vj tri 14 10 12 12 10 10 10 22 20 15 9 110 75 45 40 227 173 KHOI TRUC TIEP Truong Sieu thi, Pho truong 120 Sieu thi To truong Giao dich 50 TONG 250 23 Phong TCLD, Cong ty TM va XNK Viettel, Bao cao lao dong cua Cong ty Thuong mai va Xuat nhap khau Viettel thoi diem 31/8/2011, Bao cao Co cau to chuc cua khoi co quan, trung tam, chi nhanh thuoc Cong ty nSm 2011 Bang Thong ke tinh hinh chat luong nhan sir tai mot so vi tri cong viec24 STT Bo phan Phong Hanh chinh Chirc danh Yeu cau Trinh thuc te NV Le tan Trung cap cac nganh DH, QT Van phong Trung cap van thu luu NV Van thu tru NV quan ly ho so Phong TCLD NV Quan ly hop dong lao dong CD Lao dong, luu tru thong tin, DH, QT Van phong DH, DTVT CD lao dong, QTNL DH, Kinh te doi ngoai Phong Ke hoach NV Tong hop DH Khoi nganh kinh te Th.S, QTKD Ban Ky thuat NV QTHT DH, CNTT, Tin hoc, TC, Cau duong DH, CNTT, he thong TC, thong ti kinh te, khong NV QL phan mem Van tai hang PHU LUC 14: Tinh trang lao dong nghi viec va nguyen nhan Bang Lao dong chat luong cao roi bo Cong ty giai doan 2008-20112:> Nam 2011 STT Noi dung Nam 2008 Nam 2009 Nam 2010 (6 thang dau nam) Ty le Lao dong chat luong cao chinh thuc cua Cong ty nghi viec (ngoai tru cac truong hop nghi khong dap ung 1% 8,07% 20% 21% 0,5% 2% 12,5% 15% 10 12 dupe yeu cau cong viec, ky luat sa thai, ) Ty le lao dong nghi viec thoi gian thu viec/tong so tuyen moi So vi tri yeu cau nhan luc chat luong cao thuc hien trong khoang thoi gian tren thang 24 Phong TCLD, Cong ty TM va XNK Viettel, Bao cao lao dong cua Cong ty Thucmg mai va Xudt nhap khiu Viettel thoi di£m 31/8/2011 25 Phong TCLD Cong ty TM va XNK Viettel, Bao cao lao dong Nam 2008, 2009, 2010, thang diu nSm 2011 Bang Ket qua khao sat danh gia cac nhan to anh hwung den su gan bo cua ngu’d'i lao dong chat lu’O’ng cao tai Cong ty Danh gia muc phu hop vOi nang STT 4 Che do, chinh sach dai ngo nhan su cua Cong ty Tien luong nhan duoc co tuong xung voi nang luc va dong gop cua ca nhan khong? Van hoa doanh nghiep cua Cong ty theo ban co phu hop voi linh vuc kinh doanh Cong ty va dinh huong phat trien cua ca nhan ban khong? Moi truong lam viec co tao dieu kien cho ban thuc hien tot cong viec hay khong Moi quan he cua ban va cac dong nghiep va nguoi quan ly? Vi tri cong viec dang thuc hien co phu hop voi nang luc va ky vong cua ca nhan hay khong? Theo ban ket qua danh gia thuc hien cong viec cua ca nhan dinh ky co phan anh dung thuc chat hay khong? Cac chuong trinh dao tao, boi duong cua Cong ty co tac dung tro giup cho qua trinh lam viec cua ban khong? luc, dong gop cua ca nhan Qua thap Trung binh Tot 10% 50% 40% 20% 80% 10% 30% 60% 25% 50% 25% 50% 30% 20% 30% 20% 30% 70% 20% 10% H Moi truong lam viec, mdi quan he voi ngudi quan ly va dong nghiep ■ Noi dung cong viec □ Dinh huong va co hoi phat trifen nang luc ca nhan □ Van hoa doanh nghiep ■ Thu nhap va cac che dai ngo H Danh gia thuc hien cong viec va su dung 23% Bieu Ket qua khao sat ly lao dong chat huong cao nghi viec Cao hon 20% PHU LUC 15: Bunc 2: Xac dinh yeu cau theo tung noi dung cong viec cu the: r y r Thong ke cac yeu cau cua cong viec doi vol ngudi thuc hien theo tung noi dung cu the cua vi tri Truong Sieu thi TT Nhiem vu Yeu cau doi vol nguoi thuc hien Nhiem vu chinh: Quan ly ne nep, hinh anh, trat tu noi vu, - Ky nang quan ly, to chuc, dieu hanh kinh doanh; ky luat lao dong, phan cong cong viec, -Nam duoc dac diem cua thi truong tai dia ban phan ca lam viec tai Sieu thi Sieu thi hoat dong ; - Nam vung noi quy lao dong, quy dinh ve ky luat lao dong, quy dinh ve mang mac tai Sieu thi; Huong dan nhan vien ve nghiep vu de - Nam duoc quy trinh cua nghiep vu ban hang; thuc hien cac cong viec duoc giao, don - Quy trinh nghiep vu giao dich: dau noi thue bao, doc kiem tra qua trinh thuc hien nhiem vu cat dich vu, lam lai sim the, cua nhan vien Sieu thi - Kien thuc ve san pham, dich vu - Quy dinh ve chi tieu tai chinh; - Quy trinh tiep nhan bao hanh; - Ky nang ban hang chuyen nghiep -Nam bat tam ly khach hang - Ky nang kiem tra, giam sat, quan ly thong tin; Theo doi, giam sat, danh gia nhan vien - Quy trinh danh gia; ky tiep hop dong lao dong; qua trinh lam viec, de xuat cac che - Cac quy dinh ve cham dut hop dong lao dong, chinh sach, khen thuong, ky luat doi giai quyet nghi viec; voi nhan vien Sieu thi - Quy trinh xu ly ky luat lao dong, xet khen thuong; - Hieu biet ve phap luat lao dong, tam ly lao dong Quan ly tai san, vat tu, trang thiet bi, tai lieu, ho so giay to tai Sieu thi duoc Trung tam trang cap dam bao khong bi that thoat, hong hoc Lap ke hoach kinh doanh: nhan chi tieu ke hoach, hang hoa va cac vat tu tu cac Phong ban cua Trung tam; Tien hanh phan bo chi tieu, phan cong nhiem vu, giao chi tieu, nhiem vu cho tung nhan vien Sieu thi.* - Quy dinh ve quan ly tai san; - Quy dinh ve luu tru tai lieu, giay to, cong van; - Ky nang quan ly thoi gian; - Kha nang lap ke hoach thuc hien cong viec; phan chia san luong cho phu hop voi chu ky kinh doanh djch vu; - Kha nang theo doi, don doc, giam sat thuc hien cong viec; Thuc hien hoat dong marketing, truyen -Nam duoc dac diem cua thi truong tai dia ban thong, quang cao, PR, CSKH theo phan sieu thi hoat dong kinh doanh; cap -Nam bat duoc tam ly, thi hieu cua khach hang, xu huong tieu dung hien tai, du bao xu hudng tieu dung tuong lai; - Kinh nghiem thuc hien ve hoat dong quang cao, truyen thong, chuong trinh khuyen mai, cham soc khach hang; Quan ly tot cong tac thu nop tien hang, cong tac nhap xuat ton hang Phan anh trung thuc, chinh xac so vao so “Theo doi ban hang va thu tien hang”, so Kho va so ban giao ca ban - Biet each sir dung phan mem quan ly ban hang; hoa -Co kinh nghiem quan ly hang hoa, tai lieu chinh; nop - Trung thuc, can than, ty mi, tinh than trach nhiem doi vdi cong viec; Quan ly, giam sat viec sir dung TSCD, - Tinh than trach nhiem cao doi vdi cdng viec; CCDC tai Sieu thi dam bao an toan, hieu - Tiet kiem, giu gin tai san chung qua va dung cac quy dinh cua Cong ty, cua Trung tam Ban le Nhiem vu phu: Thuc hien cac nhiem vu khac theo su phan cong cua Ban giam doc - Ho tro hoat dong tuyen mo, tuyen chon nhan su cho Sieu thi -Ho tro viec phat trien thi truong, tim kiem dia diem kinh doanh moi Cac mdi quan he dwt/c thiet lap -Quan he voi -Quan he voi nghiep vu; -Quan he voi -Quan he voi he thong; - Quy che tuyen dung, quy trinh tuyen dung cua Cong ty; - Cd ky nang phong van, so loai doi vdi cac vi tri chirc danh nhan vien lam viec tai Sieu thi; - Nam dupe dac diem tam ly ngudi - Ky nang khai thac thong tin; nhan vien Sieu thi; cac phong ban chuyen mon Ban lanh dao don vi; cac Sieu thi khac cung - Kha nang giao tiep tot; - Co loi song lanh manh, pham chat dao due tot; - Quy dinh ve Van hoa chao hoi, hoi hop cua cdng ty; Che bao cao -Bao cao thuc hien cong viec hang tuan, - Ky nang su dung cac phan men tin hoc van thang, quy; phong; -Bao cao ket qua kinh doanh dich vu hang - Ky thuat soan thao van ban; thang; -Bao cao tinh hinh nhan su tai Sieu thi quan ly; -Bao cao thuc hien chuong trinh khuyen mai, cham soc khach hang; -Tong hop bang cham cong hang thang, bang phan ca lam viec hang thang; - Bao cao giao chi tieu ca nhan dau thang PHU• LUC • 16: r Bude 3: Sap xep lai theo phan loai cua tung nhom kien thuc, ky nang, kinh nghiem cu the Phan loai cac yeu cau doi vdi nguoi thuc hien cong viec cua chdc danh Trirdng Sieu thi r , TT t Nhom / Loai kien thuc, ky nang can co Hieu va van dung Van hoa Viettel: Ve chuyen mon chung: Kien thue ehung ve quan tri kinh doanh Hoac Kinh te Buu chinh vien thong Ve nghiep vu Cac quy che, quy dinh, quy trinh thuc hien nghiep vu Quy trinh cua nghiep vu ban hang; Quy trinh nghiep vu giao dich: dau noi thue bao, cat dich vu, lam lai sim the, Quy trinh tiep nhan bao hanh; Ky nang ban hang chuyen nghiep; Quy dinh ve chi tieu tai chinh; Quy dinh ve quan ly tai san; Quy dinh ve luu tru tai lieu, giay to, cong van di - den, cac van ban phat sinh qua trinh thuc hien cong viec; Quy trinh danh gia; ky tiep hop dong lao dong; Cac quy dinh ve cham dut hop dong lao dong, giai quyet nghi viec; Quy trinh xu ly ky luat lao dong, xet khen thuong; Quy che tuyen dung, quy trinh tuyen dung cua Cong ty; Noi quy lao dong, quy dinh ve ky luat lao dong, quy dinh ve mang mac tai Sieu thi; Quy dinh ve Van hoa chao hoi, hoi hop cua cong ty; Kien thuc ve san pham, dich vu Kien thuc ve san pham ma Sieu thi dang kinh doanh Kien thuc ve dich vu vien thong ma Sieu thi dang cung cap Kien thuc ve cham soc khach hang, giai quyet khieu nai Quy trinh, quy dinh, hudng dan nghiep vu CSKH, giai quyet kieu nai td cao Phuong phap tong hop va xu ly thong tin khach hang Kinh nghiem ve chuyen mon nghiep vu Kinh nghiem thuc hien ve hoat dong quang cao, truyen thong, chuong trinh khuyen mai, cham soc khach hang; Co ky nang phong van, so loai doi vdi cac vi tri chuc danh nhan vien lam viec tai Sieu thi; Nam bat duoc tam ly, thi hieu cua khach hang, xu hudng tieu dung hien tai, du bao xu hudng tieu dung tuong lai; Cd kinh nghiem quan ly hang hda, tai chinh; Nam duoc dac diem cua thj trudng tai dia ban sieu thi hoat dong kinh doanh; Ky nang Quan ly, to chuc, dieu hanh Ky nang quan ly, to chuc, dieu hanh kinh doanh; Ky nang kiem tra, giam sat, quan ly thdng tin; Ky nang quan ly thdi gian; Kha nang lap ke hoach thuc hien cdng viec; phan chia san luong cho phu hop vdi chu ky kinh doanh dich vu; Kha nang theo doi, don doc, giam sat thuc hien cdng viec; Ve giao tiep va thiet lap mdi quan he Ky nang khai thac thdng tin; Kha nang giao tiep tot; Nam dupe dac diem tam ly ngudi Cd kha nang thuyet phuc duqc ngudi nghe song khdng duoc bao thu; Ve dac diem tinh each ca nhan, dao due pham chat Trung thuc, can than, ty mi, tinh than trach nhiem doi vdi cdng viec; Tiet kiem, giu gin tai san chung Cd loi song lanh manh, pham chat dao due tot; Soi noi, hda dong, nhan nai, biet lang nghe, quyet liet thuc hien cdng viec, tu tin; Cac yeu cau khac Ky nang sir dung cac phan men tin hoc van phdng; Ky thuat soan thao van ban; PHU LUC 17: Quy trinh Quy hoach nguon nhan luc chat luong cao TT Thdi gian Trach nhiem Dien giai Xac dinh nguon quy hoach: Biroc Thang 12 hang nam Truong - De xuat danh sach quy hoach nguon nhan lire chat phong/ban/Sieu luong tai don vi minh guri ve Phong TCLD Cong ty; thi - Can cur: Bo tieu chuan quy hoach nhan lire chat luong cao; Ket qua danh gia nhan lire cua don vi; Xet duyet nguon quy hoach: Biroc Trirac 15/1 hang nam TCLD Tong hop danh sach, doi chieu sa loai danh sach theo Bo tieu chuan Quy hoach nguon nhan luc chat luong cao; Trong truong hop so luong doi tugng thuoc dien dugc xet quy hoach Ion, co the to chuc thi viet de danh gia, so loai Trinh Ban giam doc thong qua: Biroc Tnroc 20/1 hang nam TCLD Biroc Trirac 25/1 hang nam TCLD Chot danh sach cac doi tuong thuoc dien Quy hoach nguon nhan lire chat lugng cao cua Cong ty nam Trinh Ban giam doc Phe duyet Cong bo danh sach cac doi tugng thuoc dien Quy hoach nguon nhan luc chat lugng cao tren toan he thong; Lira chon phinmg phap: - Lua chgn phuang phap dao tao, boi duang cho cac doi tugng thuoc dien quy hoach nguon nhan luc chat lugng cao; Bircrc Truac 30/1 hang nam TCLD, bo phan chuyen mon nghiep vu lien quan - Xay dung chuong trinh dao tao; noi dung dao tao, boi duong; - Tap hgp cac tai lieu phuc vu cho qua trinh dao tao, boi duang; - Lua chon cu sa de ngudi lao dong dugc thuc hanh thuc te; - Xac dinh ty le sang lgc toi thieu sau dao tao; - Xay dung nguyen tac danh gia ket qua sau dao tao, boi duong Lap ke hoach chi tiet: Trirac 10/2 hang nam TCLD Trien khai thirc hien: Biroc Trirac 31/8 hang nam Dao tao, bo phan co lien quan theo ke hoach chi tiet Biroc Trude TLCD, bo phan co lien Danh gia ket qua: Bude Hoan phe duyet ke hoach dao tao, boi duong lao dong thuoc dien quy hoach nguon nhan luc chat lugng cao theo danh sach da thong bao Trien khai thuc hien ke hoach dao tao, boi duong lao dong thuoc danh sach nguon quy hoach nhan luc chat lugng cao 30/9 hang nam quan Danh gia ket qua dao tao boi duong cua cac lao dong tham gia chuong trinh dao tao nguon quy hoach nhan luc chat luong cao theo cac tieu chuan cua tung chuc danh cu the Tong hop ket qua, bao cao Ban Giam doc phe duyet, cdng nhan Thong bao ket qua Quy hoach nguon nhan luc chat luong cao tren toan he thong, bieu duong cac ca nhan co tich xuat sac De xuat phirong an sir dung: Bitot Trudc 15/10 hang nam TLCD Phong To chuc lao dong cong ty xem xet nhu cau nhan lire chat luong cao tren toan he thong de xuat phuong an sir dung doi vdi cac doi tuong da duoc Quy hoach vao ngudn nhan luc chat luong cao cua Cdng ty PHU LUC 18: Mo hinh danh gia - sir dung “nine boxes” Tiem nang, MA TRAN DANH GIA - SU DUNG LAO DONG (7) Bieu hien nang lire tot (8) Bieu hien kha nang phat trien cao (9) Bieu hien cua thien tai THUC DAY VA XAY DUNG THEM PHAT TRIEN NANG LU’C DAC BIET NANG LU’C DAC BIET Tot/ xuat sac gQiy sir - Van de: Thieu kinh nghiem xu ly - Van de: Tiep tuc hoan thi?n nang luc? - Van de: Dupe cdng nhan la mot nha tinh huong cong viec; va kien thirc d lmh - Dac diem: Thuc day hoat dong tot, hieu lanh dao cd ky nang Co nang luc vyc lien quan suat cdng viec, trien vpng cao, chat luong tot - Dac diem: Noi bat ve nang lyc sd tot, co the di - Dac diem: Thuc hien tot tai vi tri hien tai nhung dam bao ve gidi han hieu qua va su lao dong tot, quyet doan cdng viec chuyen den Khi vi tri cao hon lai khdng phat huy het phii hop - Hanh dong: vi tri lam nang luc thieu kinh nghiem tai vi tri - Hanh dong: + Tao co hoi tiep xue vdi cac thach thuc vi?c cao hon mdi + Tim kiem cac co hoi phat trien; mdi, nhung mdi quan he vdi lanh dao cap mot each - Hanh dong: + Lap ke hoach cho cac vi tri lam viec cao cao hon; nhanh chong + Neu vi tri phu hop thi tien hanh danh gia hon tuong lai; + Tap trung phat trien cho kha nang thang thyc hien; + Ho tro d muc toi da cho ca nhan thuc hien tien su nghiep + Xac dinh hudng uu tien phat trien; dupe ke hoach phat trien su nghiep + Thu thach vdi nhung nhiem vu cao nhat dung + Ho try vdi nhung dinh hudng ro rang Trung binh Co tiem nang, co the di chuyen den vi tri cong viec cao (4) Bieu hien tien nang (5) Bieu hien phat trien (6) Bieu hien sire manh CAI THIEN VA THACH THUC TIEP TUC THUC HIEN VA PHAT TRIEN MUC DICH CHO CAP DO TIEP THEO - Van de: Thieu sy tu tin thuc hien - Van de: yeu cau phat trien cho vi tri cao - Van de: Cd td chat, tiem nang dap ung cdng vi?c mdi; hon? dupe yeu cau cua vi tri cao hon? - Dac diem: mdi vai trd, cap thap - Dac diem: phat huy dupe tot hon vi - Dac diem: qua trinh thuc hi?n ngheo ve y tudng, thieu kinh nghi?m tri cdng vi^c phu hop vdi nang lyc ca nhan cdng vi^c the hi?n hanh vi lanh dao, biet xu ly tinh hudng khoa khan, hoac nhung - Hanh dpng: the hien quan diem cua ca nhan ve cac that bai + Huan luyen de nang cao hi?u qua lam vi?c; van de, mdi quan he Cdng ty - - v;—; + Khuyen khich hoc tap, trau ddi kinh - Hanh dong: - Hanh dpng: + Hirdng dan viec lap ke hoach phat trien nghiem, co nhung de xuat, y kien, sang tao + Su dung cac nhiem vu day thach thuc nang luc ban than thdi gian ngan; de phat trien; + Tap trung vide tao dung su tu tin + Giao cho nhung nhiem vu the hien vai thuc hien cdng viec, dua quyet trd lanh dao, dieu hanh dinh, lua chon cua ca nhan Yeu (1) Bieu hien khdng dat yeu cau •» (3) Bieu hien dang tin cay (2) Bieu hien khdng phu hpp CAI THIEN NHANH CHONG/ RA DI PHAT TRIEN MANH ME VU’ON DEN TIEM NANG - Van de: Khdng dap ung duoc yeu cau - Van de: di chuyen de lam gi? - Van de: Da dat den tiem nang chua? Cd cdng vide - Dac diem: dap ung dupe tot cac yeu cau cua vi tri - Dac diem: + Con bo ngo vdi cdng vide hien tai cdng vide hien tai khdng? Co tham vong It, hoac + Khdng the thuc hien cdng viec d cac vi + Co boc Ip mpt sd uu diem phat trien? khong co kha tri lao dong gian don; + Cd the xem la co kha nang hoac qua sdm - Dac diem: The hien gia tri, vai trd, nang nang di + Can nang cao hieu qua cdng viec; de dua ket luan luc cua ban than Chia se chuyen mon, chuyen den + Chi mdi dap ung dupe yeu cau co ban; - Hanh dong: dong gop nhung de xuat; vi tri cdng - Hanh dong: + Cai thien ke hoach phat trien ngan - Hanh dpng: viec d cap + Nhanh chong thuc hien mpt ke hoach han + Tich cue de nang dong va cd nghiep vu, cao hon hoan thien nang luc thuc hi?n cdng viec + Xem xet di chuyen hoac tri dong lyc, tay nghe cao; hien tai thdi gian ngan; cung cap thong tin phan hoi cy the va ky + Phai phat trien cac nang luc hien cd + Ho tro de cai thien hoac di chuyen khdi vong cua ca nhan vi tri lam vide hien tai Yeu Trung binh Ket qua danh gia thpc hien cdng viec, danh gia nang luc ca nhan Tot/xuat sac