随着经济全球化以及互联网的迅猛发展，连锁零售企业面临着众多的机遇与 挑战。自我国加入WTO以来，历经10余年的发展，全球50家著名零售连锁企 业，已有42家在中国抢摊登陆。此外，网上商城与店铺的迅速发展，对我国实 体连锁零售业的影响十分巨大。国内连锁零售业需要不断转型升级以适应外部环 境的变化，同时，员工也需要适应企业转型升级带来的改变，从而在激烈的竞争 中占有优势地位。天津T连锁超市是国内大型的零售连锁超市，随着企业的不断 发展壮大，在人力资源管理方面存在不足，尤其是员工培训方面，存在培训需求 不到位以及培训课程针对性不强等问题，需要通过进一步改善，才能发挥培训的 真正作用。在天津T连锁超市中，基层销售人员所占的比重最大，是门店价值创 造的主要力量。因此，如何建立科学合理的培训课程体系，从而调动员工的参与 积极性，实现培训效果的最大化，成为天津T连锁超市需要解决的问题。 本文对培训、培训课程体系、胜任力以及胜任力模型相关的文献进行归纳梳 理，以天津T连锁超市基层销售人员为研究对象。首先，通过对基层销售人员以 及培训现状进行分析，找出现阶段基层销售人员培训工作存在的主要问题。其次， 通过文献研究法、行为事件访谈法、问卷调查法以及数据分析法，构建了天津T 连锁超市基层销售人员岗位胜任力模型。最后，使用岗位胜任力模型对基层销售 人员的胜任力水平进行测评，得出基层销售人员的真实胜任力水平与等级标准之 间的差距，并进行培训需求分析，进而完成天津T连锁超市基层销售人员培训课 程体系的构建以及提出培训课程体系运行的保障措施，以期为天津T连锁超市 培训工作的完善，以及其基层销售人员综合能力的提升做出贡献。 关键词：连锁超市；基层销售人员；胜任力模型；培训课程 III Abstract With the rapid development of economic globalization and Internet, chain retail enterprises are facing many opportunities and challenges. Since China's entry into WTO, after more than 10 years of development, there are 50 famous chain retail enterprises in the world, 42 of which have been rushed to land in China. In addition, the rapid development of online shopping malls and shops has a tremendous impact on China's real chain retail industry. Domestic chain retail industry needs continuous transformation and upgrading to adapt to the changes of external environment. At the same time, employees also need to adapt to the changes brought by the transformation and upgrading of enterprises, so as to occupy a dominant position in the fierce competition. Tianjin T supermarket chain is a large retail supermarket chain in China. With the continuous development and growth of enterprises, there are some shortcomings in human resources management, especially in staff training, there are some problems such as inadequate training needs and weak pertinence of training courses, which need to be further improved in order to play the real role of training. In Tianjin T supermarket chain, grass-roots sales staff account for the largest proportion and are the main force of value creation. Therefore, how to establish a scientific and reasonable training curriculum system, so as to mobilize the enthusiasm of staff participation and maximize the training effect, has become a problem to be solved in Tianjin T supermarket chain. This paper summarizes the relevant literature on training, training curriculum system, competency and competency model, and takes the grass-roots sales staff of Tianjin T supermarket chain as the research object. Firstly, through the analysis of grass-roots sales staff and training status, find out the main problems of grass-roots sales staff training at this stage. Secondly, through literature research, behavioral event interviews, questionnaires and data analysis, the post competency model of grass-roots sales staff in Tianjin T supermarket chain is constructed. Finally, the competency level of grass-roots sales staff is evaluated by post competency model, and the gap between the real competency level and the grade standard of grass-roots sales staff is drawn, and the training needs are analyzed. Then, the construction of the training curriculum system for grass-roots sales staff of Tianjin T supermarket chain is completed and the safeguard measures for the operation of the training curriculum system are put forward, with a view to providing Tianjin T supermarket chain training work to improve, as well IV as its grass-roots sales staff to enhance the comprehensive ability to contribute. Key words: supermarket chain; grass-roots sales staff; competency model; training curriculum V 目录 摘要 ............................................................................................................. I Abstract ..................................................................................................... III 目录 ............................................................................................................ V 第一章 绪论............................................................................................... 1 1.1 研究背景....................................................................................................... 1 1.2 研究目的及意义........................................................................................... 2 1.3 研究方法......................................................................................................... 2 1.4 研究内容与框架............................................................................................. 3 第二章 文献综述 ...................................................................................... 4 2.1 培训的概念................................................................................................... 5 2.2 培训课程体系的相关概念........................................................................... 6 2.3 胜任力及胜任力模型................................................................................... 7 2.3.1 胜任力的概念 ...................................................................................................... 7 2.3.2 胜任力模型 .......................................................................................................... 7 2.3.3 胜任力模型的应用 .............................................................................................. 9 第三章 天津T连锁超市基层销售人员培训现状分析 ........................ 11 3.1 天津T连锁超市概况 ................................................................................ 12 3.1.1 T连锁超市简介 ................................................................................................ 12 3.1.2 天津T连锁超市基层销售人员情况介绍........................................................ 12 3.2 基层销售人员培训现状调查..................................................................... 16 3.2.1 天津T连锁超市现行培训模式 ....................................................................... 16 3.2.2 基层销售人员培训现状 .................................................................................... 17 3.3 基层销售人员培训工作存在的主要问题................................................... 23 3.3.1 培训课程体系不完善，培训师资来源单一 ...................................................... 23 3.3.2 企业重视程度不足，培训制度不够完善 .......................................................... 24 3.3.3 培训需求调查不充分，培训计划不够科学合理 .............................................. 23 3.3.4 培训效果评估机制较为简单，有待进一步完善 .............................................. 24 VI 第四章 天津T连锁超市基层销售人员岗位胜任力模型构建 ............ 26 4.1 构建岗位胜任力模型的前期准备............................................................. 26 4.2 基层销售人员岗位胜任力指标的初步采集............................................. 27 4.2.1 基于文献的胜任力指标采集 ............................................................................ 27 4.2.2 基于行为事件访谈的胜任力指标采集 ............................................................ 28 4.3 基层销售人员岗位胜任力指标的修正..................................................... 30 4.3.1 基层销售人员岗位胜任力问卷调查 ................................................................ 30 4.3.2 岗位胜任力指标筛选 .............................................................................