A Study to Build the Competencies of Front-Line Employees’ Counter Operations Based on Delphi Technique

The study aims to structure the front-line employees’ competencies for counter operations and its purpose is to provide reference for orientation before the on-job training. The research of Anderson and Krathwohl (2001) was used as the foundation to clarify the competencies and the related literatures were collected to form the structure index. Eight experts were invited to carry out the Delphi technique 3 rounds in order to affirm the competencies for counter operations. The competencies for counter operations are divided into five dimensions, i.e. 1) to understand the conceptual knowledge of counter operations; 2) to understand the procedural knowledge of counter operations; 3) to cultivate a good attitude of employees; 4) employees should be familiar with the process of account settlement, sales and service, and 5) employees should be familiar with the operation system of cash register. Each dimension is classified into 6~9 evaluation items. The approved evaluation items can be used as reference for editing the on-job training programs and teaching strategies.