In order for an organization to be successful it must develop its personnel and focus on a long-term strategic vision. Success for both parties involves attaining six competencies related to result-driven goals. Employees must attain these competencies as it is “interwoven with the organizational skills required of an employee”. The resources required by employees to attain these competencies must be provided by the organization. Adding uncertainty to the issue of employee development is the cultural diversity of present organizations and the effort involved in attaining these competencies. The result driven competencies are “accountability, customer service, decisiveness, entrepreneurship, problem solving, and technical credibility”.
Most people have a general definition of accountability, which involves being held responsible for a certain action. In an organizational setting accountability encompasses a definition of a higher magnitude and involves “holding yourself and others accountable for measurable high quality, time and cost effective results”, of a particular task or job. In this setting accountability involves determining what your duties are, setting priorities to complete these duties, and delegating work. If you can complete your duties successfully, accountability most likely involves a positive reinforcement. However, if you cannot complete your duties or they are completed with mistakes, a negative reinforcement is likely to follow.
Being competent in respect to customer service involves “anticipating and meeting the needs of both internal and external customers”. Organizations we must deliver high quality products and services and this is accomplished by having qualified employees. Employees throughout all levels of the company are the face that represent the organization. Executive level employees represent the organization when interacting with “legislative bodies, interest groups, and community organizations” interactions with these constituents are crucial for the long-term success of the organization. The customers that managers serve are executives, entry level employees and other mangers. For managers customer service encompasses effectively implementing upper level initiatives by working with other managers and developing employees. Lastly are entry level employees which are the forefront to the organizations to the organizations customers. Entry level employees most commonly interact with external customers by providing a product or service. In order to remain competitive, competence in customer service must be constantly improved and monitored for any changes in the external or internal environment. The preceding three levels of organizational employees are often dissected in order to distinguish them from one another. However, in regards to achieving competence in customer service, this hierarchal divides should be less visible.
Another important result driven competency is decisiveness and this...