摘要
I
摘要
人才的培训对于企业的发展具有重要的作用，企业通过合理优化人力资源布
局，发挥人力资本的核心优势，促进其战略规划的落实，完成战略目标。本文综
合运用文献分析法、案例法以及实证研究法对 H 市烟草公司人力资源培训体系建
设进行分析，提出兼容企业需求与员工需求共同融入到培训需求中；培训评估坚
持阶段化分析，统筹企业成本效益与员工个人职业生涯发展；坚持在培训体系建
构与分析中指标能够定量化、权重化，以科学的论证规范人力资源培训体系，优
化人力资源培训格局

为得出上述研究结论，本文主要从以下几个方面展开论述。第一部分主要分
析研究的背景、研究的意义、研究方法以及国内外研究现状，把握当前研究的状
态，分析研究中存在的各种问题以及研究中的进步，为整个研究奠定了相关的理
论基础；第二部分主要分析与客户经理培训的理论基础，着重从传统培训理论、
行为科学培训理论以及胜任力素质模型出发，为文章分析提供理论支撑与理论依
据；第三部分主要是对 H 市烟草公司人力资源培训现状进行分析，了解企业的基
本性情况，全面把握企业在人力资源培训中的状况，对 H 市烟草公司人力资源培
训存在的问题以及原因分析，认为培训体系上没有科学的培训需求分析、培训内
容也过于单一以及培训效果评估不全面等问题，就此分析原因；第四部分则主要
是立足于问题与原因的分析提出 H 市烟草公司客户经理培训体系优化的原则、思
路，立足于培训过程各个环节提出体系优化应从培训需求、培训理念、培训对象
以及培训评估等多个方面入手，综合协调各类因素；第五部分主要是从组织机构
协调、培训制度与保障机制出发推动优化后的培训体系正常化实施

关键词：人力资源培训；培训评估；培训需求；体系Abstract
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Abstract
Talent training plays an important role in the development of the enterprise itself,
enterprise through reasonable optimizing human resource distribution, giving full play
to the advantages of the core of human capital, promote the implementation of its
strategic planning, achieve strategic objectives.In this paper, the integrated use of
literature analysis, case method and empirical approach to Han Dan city tobacco
company human resource training system construction were analyzed, and put forward
compatible enterprise requirements and staff requirements into training needs;Adhere
to the training evaluation phase analysis, as a whole enterprise cost benefit and
employee personal career development;Insist on training system construction and the
analysis of indicators can be quantified, weight, specification in scientific argument of
human resources training system, optimize human resources training pattern.
For the above research conclusion, this article mainly from the following several
aspects.The first part mainly analyzes the research background, research significance,
research methods and research status at home and abroad, grasp the current state of the
research, analysis and study of the existing problems and progress in the research, for
the whole research laid the theoretical basis of the relevant;The second part mainly
analyzes the theoretical basis and customer manager training, emphatically from the
traditional training theory, behavioral science theory and the competence quality
model, provide theoretical support for the analysis and theoretical basis;The third part
mainly carries on the analysis about the present situation of Handan city tobacco
company human resource training, understand the fundamental situation of enterprises,
comprehensively grasp the enterprise in the human resources training situation, the
Handan city tobacco problems of human resources training and cause analysis, think
that there is no scientific training system of training needs analysis, training contents
are too single, and training effect evaluation is not comprehensive, to analyze the
reason;The fourth part is mainly based on the analysis of the problems and reasons put
forward the core positions in Handan customer manager training system optimization
principle, train of thought, each link is put forward based on the training process
system optimization should be training needs, training concept, training objects andAbstract
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training evaluation, and other aspects, comprehensive coordination of various
factors;The fifth part mainly from the organization coordination, training system and
guarantee mechanism of promoting the optimized training system normalization.
Keywords: human resource training；evaluation of training；training needs；system目 录
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目 录
摘要I
Abstract...II
第 1 章 绪论.......1
1.1 研究背景与意义...........1
1.1.1 研究背景.1
1.1.2 研究意义.1
1.2 研究方法...........2
1.3 国内外研究概况...........3
1.3.1 国外研究现状.....3
1.3.2 国内研究现状.....4
1.4 研究内容与创新...........5
1.4.1 研究内容.5
1.4.2 研究创新.6
第 2 章 相关概念界定与理论概述.......7
2.1 相关概念界定...7
2.1.1 培训的概念.........7
2.1.2 客户经理的概念.7
2.2 培训相关理论概述.......8
2.2.1 培训体系的构成.8
2.2.2 传统培训理论.....9
2.2.3 行为科学培训理论.........9
2.2.4 胜任力素质模型理论...10
2.3 本章小结.........10
第 3 章 H 市烟草公司客户经理培训现状分析..........12
3.1 H 市烟草公司概况..... 12
3.1.1 H 市烟草公司组织概况...........12
3.1.2 H 市烟草公司市场分析...........14
3.