【作者】 李丽；

【导师】 潘东华；

【作者基本信息】 大连理工大学 ， 工商管理（专业学位）， 2014， 硕士

【摘要】 自20世纪90年代以来,中国企业一直保持着高速的发展,随着市场经济的不断深化、经济与人才竞争的空前加剧,人力资源和企业文化在企业发展中的作用日益突显,促使企业必须重新思考经营战略,再造企业的核心竞争力。培训作为人力资源开发的基本手段,成为培育企业文化,构筑企业核心竞争力的基本途径和重要方式。A公司成立于2004年,是美国一家科技资讯公司在中国大连建立的电话技术支持中心,公司主要业务是为亚太区域的客户提供专业优质的客户服务。该中心拥有员工1500多人,提供台式机、笔记本电脑、打印机、扫描仪及服务器的技术支持服务。作为一家技术服务公司,服务质量的好坏直接影响着客户的满意度和忠诚度。培训作为提升服务质量的手段,对A公司来说是必不可少的,通过培训员工可以快速的掌握产品、流程知识,提升技术能力,有效的解决客户问题；通过培训可以提高员工的个人素质和服务意识,提高客户的满意度,所以培训对A公司是至关重要的。2014年,A公司脱离亚太总部的领导,改为直接向美国总部汇报,这相当于A公司在总公司全球的组织层级中提升了一级。在新的组织结构下公司提出了新的战略目标和服务模式,这对A公司的人才整体水平提出了更高的要求。它需要一支具备全球视野与领导力的管理团队,最大化整合业务资源,加速业务的发展。与此同时,它需要进一步提升员工的个人素质及技术能力以实现新组织结构下的战略目标。本文以培训及相关理论为指导,以ISO10015标准《质量管理-培训指南》的国际标准为培训体系改进研究的技术路线,通过对培训体系的分析,指出了当前培训体系在培训需求分析、培训效果评估、技术讲师认证、职业发展课程方面存在的不足,并在对问题进行细致分析的基础上,确定了培训体系的改进任务；通过对当前公司发展战略以及员工个人发展需求的分析,明确了培训体系的改进方向,在此基础上结合相关理论及A公司的实际情况制定培训体系的改进措施。为了使改进措施能够正常运行、保证培训效果,本文进一步制定了改进后培训体系实施的保障措施。希望通过本文的阐述,能够在企业培训问题的分析上以及培训体系的改进上给企业提供一定的参考。更多还原

【Abstract】 Since1990s, Chinese Enterprises has been maintaining a high speed of development, along with the deepening of market economy, the competition for talent is unprecedented aggravating, the role of human capital and enterprise culture in the development of enterprises is becoming more and more prominent. Training as the basic human capital development method, it becomes the cultivation enterprise culture, this basic approach and important way to build the core competitiveness of enterprises.A Company is an American information and technology company where customer service and technical support center has established in2004Dalian China, the center mainly provides high quality technical service for the Asia Pacific region customers. The center employs nearly1,500people, as a technology services company, service quality directly affects customer satisfaction and customer loyalty. Training as a method to enhance the quality of service for Company A is indispensable.2014, A company was separated from the Asia-Pacific region and directly reports to the U.S. headquarters, which enhanced a level of A company in the worldwide corporate organization level. Under the new organizational structure of the company proposed a new strategic objectives and service delivery model, which is raising the level of talent in A company and higher requirements. It needs to further enhance personal qualities and technical capacity of staff in order to achieve the strategic objectives under the new organizational structure.In this paper, training and related theory as a guide, ISO10015standard of international standards for the training system improvement study’s technical route, through the analysis of the training system, pointing out the current training system’s problem and careful analysis of the problem, the task of determining an improved training system; through the analysis of the current development strategy and development needs of individual employees, clearly training improved orientation system, on the basis of related theories and develop the company’s actual situation a training system improvements. In order to make improvements to the normal operation to ensure the effectiveness of training, we further developed a training system safeguards implemented after improvements. I hope through this thesis, it will provide some degree of an reference on enterprises training and systematic improvement.更多还原