【作者】 张淼；

【导师】 陈慧；

【作者基本信息】 北京邮电大学 ， 工商管理， 2010， 硕士

【摘要】 随着3G牌照的正式发放,全业务时代的竞争也随之拉开了序幕,三家运营商将会在各领域展开激烈的竞争。作为连接运营商和客户之间的纽带和桥梁,具有战略意义的集团客户必然是竞争的焦点。中国移动作为信息产业的龙头企业,对企业员工有许多期望与要求。作为Q市移动客户经理,所需具备的素质已不仅是单纯的基本销售知识,社会和企业都希望他们具有更强的适应性和开拓能力,在变化中不断发展自己、壮大企业。本文的研究希望通过为Q市移动客户经理量身设计的行之有效的培训课程方案,不仅能够巩固营销人员的基本功,强化电信营销相关知识和技巧,而且帮助客户经理实现营销上的卓越提升,掌握营销全过程,最终成为能够全面实施和管理营销活动的电信营销人员。本研究首先通过电信运营企业的特殊实践,界定研究目标,然后在阐明企业如何构建科学合理的培训课程体系的基础上,结合成人学习理论和学习风格理论,以充分进行培训需求调研为基本思路,最后通过组织特点和培训环境分析、客户经理基本任务分析和构建客户经理胜任力模型,从而得出客户经理的岗位能力标准,将此标准作为客户经理的职业规范,不断提高客户经理的职业能力。本文首先阐述了选题的目的和意义,以人力资源和培训相关理论作为指导,构成Q市移动客户经理培训体系再设计的理论基础；然后针对Q市移动的基本状况、人力资源培训的现状及存在的问题,从组织层面、工作任务层面以及胜任力特征三个方面对Q市移动公司客户经理的培训需求进行了详细的调查研究,以此分析出所面临的环境,职务要求,以及胜任力特征对客户经理岗位的要求,对Q市移动客户经理培训体系进行系统的设计更多还原

【Abstract】 With the official release 3G licenses, Full Service times also kicked off the competition, the three operators will be launched in various areas of competition. As the connection between the operator and customer ties and bridges, strategic significance of corporate clients must be the focus of competition.China Mobile as the information industry leading enterprises, employees have many expectations and demands, As the Account Manager of Q City Mobile, with the required quality are not only simple basic sales knowledge, Community and businesses want them to have more flexibility and to develop capacity, and continue to develop their own in a changing, growing business. This study hopes with the effective tailored training programs, not only to consolidate the marketing staff of the basic skills, strengthening telecommunications marketing knowledge and skills, and help clients achieve marketing excellence manager upgrade, to master the marketing process, eventually make it to the full implementation and management of marketing activities, telecommunications marketers.This study first define research objectives by a special practice for the Telecommunication Enterprise, then to fully carry out training needs of research as the basic train of thought based on in clarifying how to build a scientific and rational enterprise training courses system, combined with adult learning theory and learning style theory, to come to competency standards for the Account Manager through the analysis of the organization characteristics and training environmental, basic tasks of account manager and competence model. This competency standard will be professional norms of account manager to improve professional competence.Paper carried out a detailed investigation on training needs for account manager of Q City mobile company through the organizational level, task level, as well as the Competency. With the analysis above, the environment faces, job requires, and the Competency is desired by an account manager job and the need for training courses.Firstly, this thesis explains the purpose and significance of the research, and elaborates some basic theories about redesign of Human training courses system for Q City Mobile Account Manager based on the study of related theories of Human resources and Training status. Then Paper carried out a detailed investigation on training needs for account manager of Q City mobile company through the organizational level, task level, as well as the Competency. With the analysis above, the environment faces, job requires, and the Competency is desired by an account manager job. Finally desigh the Training courses system of Q City Mobile Account Manager.更多还原