An employee participatory process of skill structure modeling for on the job training in service industries

Most services depend on a great deal of individual skills. Therefore, skills of employee have a huge effect on service quality. OJT (On the Job Training) is put in place in the fields so that employees acquire skills required to provide a high quality service. However, employees cannot acquire skills effectively in most OJT sessions because firms don't carry out OJT sessions in well planned manner. Therefore, this paper proposes an employee participatory process of skill structure modeling for OJT planning. Specifically, the proposed method clarifies skills should be acquired and visualizes preconditions among the skills. The proposed method is verified through the application to a practical case.