I 摘要 近几年，餐饮连锁企业在我国迅猛发展起来，各式各样的餐饮连锁店开遍大街小巷。 餐饮连锁业的迅速扩张，导致了大量的人才需求，尤其需要一批既有丰富的一线操作经 验，又有店面管理能力的店面管理者。企业内部基层店面管理者素质参差不齐，且储备 不足，而市场上对这类人才的供应却少之又少，优秀的店面管理者短缺，成了很多中小 餐饮连锁企业面临的重要问题。要解决这个问题，企业就要转变思路，在向外求才困难 的形势下，着力培养和开发现有人员。只有把现有人员培养成企业发展需要的人才，才 能充分发挥现有人力资源的作用，使企业少受甚至不受激烈的人才竞争的影响。因此， 人力资源的培训就成了餐饮连锁企业能否拥有足够的优秀店面管理者的关键。然而，人 力资源培训是一个复杂的活动，需要有一套完善的体系来做好培训前、培训中及培训后 的各项工作，才能使人力资源培训获得良好的效果，从而解决餐饮连锁企业优秀店面管 理者短缺的问题。 本文以A餐饮连锁公司为研究对象，对现有的店面管理者培训现状及存在问题做了 分析，并通过行为事件访谈法，找出A餐饮连锁公司店面管理者的胜任力特征，在构建 店面管理者胜任力模型的基础上对其培训体系的构建进行研究。 本文共分七章，第一章对选题的背景、目的及研究意义进行了探讨，并提出研究的 理论意义和实际意义；第二章介绍了相关理论概念，包括胜任力和胜任力模型的相关理 论及胜任力模型的构建方法，人力资源培训和培训体系的相关理论及培训体系的构建流 程；第三章阐述了A餐饮连锁公司的基本情况和店面管理者培训现状；第四章分析了店 面管理者培训存在的问题及原因；第五章论述了构建基于胜任力模型的店面管理者培训 体系的必要性，运用行为事件访谈法构建了A餐饮连锁公司店面管理者的胜任力模型， 并对胜任力模型进行了检验；第六章通过店面管理者培训需求分析、培训计划制定、培 训计划实施和培训效果评估，构建了A餐饮连锁公司基于胜任力模型的店面管理者培训 体系，并提出了培训体系实施的保障措施；第七章得出研究结论并指出日后需要改进的 方向。 关键词胜任力模型人力资源培训店面管理者培训体系A餐饮连锁公司 河北大学硕士学位论文 II Abstract Inrecentyears,thecateringindustryhasdevelopedrapidlyinChina，allkindsofcatering chainrestaurantsopenalloverthestreetsandalleys.Thespeedyofthefoodandbeverage industryhasledtoagreatdemandfortalents,especiallyneededalargenumberstore managerswhichhaverichexperienceinfront-lineoperationandrestaurantmanagement ability.Thequalityofstoremanagerswithinthecompanyisuneven,andthereserveis insufficient,whilethesupplyofsuchtalentsinthemarketisveryfew.Therefore,theshortage ofexcellentstoremanagershasbecomeanimportantproblemfacedbymanysmalland medium-sizedrestaurantchainenterprises.Tosolvethisproblem,enterprisesshouldchange theirthinkingandfocusontraininganddevelopingexistingpersonnelunderthedifficult situationofseekingtalentsfromoutside.Onlybytrainingtheexistingpersonnelintothe talentsneededbythedevelopmentoftheenterprise,cantheroleoftheexistinghuman resourcesbebroughtintofullplay,sothattheenterpriseislessorevenlessaffectedbythe fiercecompetitionfortalents.Therefore,thetrainingofhumanresourceshasbecomethekey forcateringchainenterprisestohaveenoughexcellentstoremanagers.However,human resourcetrainingisacomplexactivity,itneedsasetofperfectsystemtodotheworkbefore, duringandafterthetraining,sothathumanresourcetrainingcanachievegoodresults,soas tosolvetheproblemoftheshortageofexcellentstoremanagersincateringchainenterprises. Inthispaper,Arestaurantchaincompanyastheresearchobject,theexistingstaff managerstrainingstatusquoandexistingproblemsofanalysis,andthroughbehavioralevent interviewmethod(BEI),tofindArestaurantchaincompanycompetencecharacteristicsof storemanagers,inbuildingastoremanagerscompetencymodelonthebasisofthe constructionoftrainingsystemforresearch. Thisarticleisdividedintosevenchapters.Thefirstchapterdiscussesthebackground, purposeandresearchsignificanceofthetopic,andputsforwardthetheoreticalandpractical significanceoftheresearch.Thesecondchapterintroducestherelevanttheoreticalconcepts, includingtheoriesrelatedtocompetencyandcompetencymodels,constructionmethodof Abstract III competencymodel,theoriesabouthumanresourcestrainingandtrainingsystemand constructionoftrainingsystem;thethirdchapterisanoverviewofthebasicsituationofA cateringchaincompanyandthecurrentsituationofstoremanagerstraining;Chapterfour analyzestheproblemandcausesofstoremanagerstraining;Chapterfiveintroducesthe necessityofbuildingastoremanagerstrainingsystembasedoncompetencymodel,the constructionofcompetencymodelofthestoremanagersbyusingthebehaviorevent interviewmethod(BEI),andhowcompanyAteststhecompetencymodel.Chaptersix analyzesthetrainingneedsanalysisofstoremanagers,trainingplanformulation,trainingplan implementationandtrainingeffectevaluation,buildsacateringchaincompany'sstore managerstrainingsystembasedoncompetencymodel,andputsforwardtheguarantee measuresfortheimplementationofthetrainingsystem.Chaptersevendrawstheconclusion ofthestudyandpointsoutthedirectionoffutureimprovement. KeywordsCompetencymodelHumanresourcetrainingStoremanagersTraining systemArestaurantchaincompany 河北大学硕士学位论文 IV 目录 第一章绪论.............................................................................................................................1 1.1研究背景.....................................................................................................................1 1.2研究目的.....................................................................................................................2 1.3研究意义.....................................................................................................................2 1.3.1理论意义...........................................................................................................2 1.3.2实际意义...........................................................................................................3 1.4国内外文献研究现状及评述.....................................................................................3 1.4.1胜任力及胜任力模型的文献研究现状及评述...............................................3 1.4.2培训及培训体系的文献研究现状及评述.......................................................7 1.5研究方法.....................................................................................................................9 1.5.1文献研究法.......................................................................................................9 1.5.2问卷调查法.......................................................................................................9 1.5.3行为事件访谈法...............................................................................................9 1.6研究的主要内容及创新点.........................................................................................9 1.6.1研究的主要内容...............................................................................................9 1.6.2研究创新点.....................................................................................................11 第二章相关概念及理论.......................................................................................................12 2.1胜任力与胜任力模型概述.......................................................................................12 2.1.1胜任力的定义.................................................................................................12 2.1.2胜任力模型.....................................................................................................12 2.1.3构建胜任力模型的主要方法.........................................................................13 2.2培训及培训体系概述...............................................................................................14 2.2.1人力资源培训.................................................................................................14 2.2.2基于胜任力模型的培训体系.........................................................................15 2.3连锁经营概述...........................................................................................................17 2.3.1连锁经营的定义及形式.................................................................................17 目录 V 2.3.2连锁经营的特点.............................................................................................18 第三章A餐