一线员工，也就是基层工作人员，是工作的具体执行者，负责保证各项任务的有效 实施和完成。现代企业中，一线员工不能简单充当“机器人”角色，要有担当企业主人 翁意识，积极融入组织集体。企业需要通过培养员工能力，进而来提升企业软实力。因 此，培训并提升员工工作能力和综合素质能力，是企业人力资源管理中亟待解决的主要 问题。 城市轨道交通行业是我国大力发展的交通行业之一，我国近年来对此项投资规模逐 步扩大。伴随着行业的迅猛发展，市场机会和内外部挑战也随之而来。C 公司作为轨道 交通行业的龙头企业，面临着越来越多竞争对手带来的压力和挑战，同样面临着客户服 务需求日益严格的问题。一线员工是直接接触现场环境和客户需求的一批人，也是公司 决策的推行者，他们对市场表现和后续市场份额有一定的影响作用。因此，怎样优化 C 公司一线员工的培训体系以应对日益激烈的竞争环境市场，是 C 公司目前急迫解决的问 题。 本文首先根据员工培训、培训体系、一线员工概念，结合学习型组织、培训需求分 析理论、培训效果评估理论，系统梳理了国内外专家对于员工培训方面的相关文献。其 次，采用问卷调查法、访谈法、观察法对 C 公司一线员工培训现状进行剖析，指出 C 公司一线员工培训体系存在培训需求分析不到位、培训成果转化率低、培训效果评估机 制不完善三个主要问题和形成的原因。随后，根据员工培训需求分析、员工培训效果评 估等模型，对 C 公司一线员工培训体系优化提出树立员工学习理念、明确培训需求和目 标、完善培训成果转化三方面改进对策建议和相应的保障制度。 关键词：C 公司一线员工，员工培训，体系优化III ABSTRACT The front line staff, that is, the grass-roots Employee, are the specific executors of the work, responsible for ensuring the effective implementation and completion of various tasks. In modern enterprises, front-line employees can not simply play the role of "robot", but should have the sense of being the master of the enterprise and actively integrate into the collective organization. Enterprises need to improve the soft power of enterprises by training their employees' ability. Therefore, training and improving the working ability and comprehensive quality of front-line staff is the main problem to be solved in the enterprise human resource management. Urban rail transit industry is one of the transportation industries in China, which has been expanded gradually in recent years. With the rapid development of the industry, market opportunities and internal and external challenges also follow . As a leading enterprise in the rail transit industry, C company is facing the pressure and challenge brought by more and more competitors. Front line employees are a group of people who directly contact with the site environment and the needs of the owners, and are also the promoters of the company's decision-making. They have a certain impact on the market performance and subsequent market share. Therefore, how to optimize the front line Employee training system of C company to cope with the increasingly competitive market environment is an urgent problem for C company. Firstly, according to the concept of employee training, training system and front line Employee, combined with learning organization, training demand analysis theory and training effect evaluation theory, this paper systematically combs the relevant literature of domestic and foreign experts on Employee training. Secondly, by using the methods of questionnaire, interview and observation, this paper analyzes the current situation of the front line Employee training in C company, and points out that there are three main problems in the training system of the front line Employee of C company, namely, the analysis of training needs is not in place, the transformation effect of training achievements is not good, and the evaluation mechanism of training effect is not perfect. Then, according to the analysis of Employee training needs and the evaluation of Employee training effect, the paper puts forward three improvement countermeasures and corresponding security system to optimize the front line Employee training system ofIV C company, including establishing the Employee learning concept, clarifying the training needs and objectives, and improving the transformation of training results. KEY WORDS：Grass-roots Employee of C company, Employee training, System optimizationV 目 录 摘要...........................................................................................................................................I ABSTRACT ............................................................................................................................ III 第 1 章 绪论..............................................................................................................................1 1.1 研究背景 .......................................................................................................................... 1 1.2 研究目的及意义 .............................................................................................................. 1 1.2.1 研究目的.................................................................................................................... 1 1.2.2 研究意义.................................................................................................................... 2 1.3 国内外研究综述 .............................................................................................................. 2 1.3.1 国外研究综述............................................................................................................ 2 1.3.2 国内研究综述............................................................................................................ 3 1.3.2 研究评述.................................................................................................................... 5 1.4 研究内容与方法 .............................................................................................................. 5 1.4.1 研究内容.................................................................................................................... 5 1.4.2 研究方法.................................................................................................................... 6 1.5 创新之处 .......................................................................................................................... 7 第 2 章 基本概念与理论综述..................................................................................................9 2.1 主要概念界定 .................................................................................................................. 9 2.1.1 员工培训.................................................................................................................... 9 2.1.2 培训体系.................................................................................................................... 9 2.1.3 一线员工.................................................................................................................. 10 2.2 员工培训的相关理论 .................................................................................................... 10 2.2.1 学习型组织理论...................................................................................................... 10 2.2.2 培训需求分析理论.................................................................................................. 11 2.2.3 培训效果评估理论.................................................................................................. 11VI 第 3 章 C 公司培训现状分析................................................................................................13 3.1 C 公司简介..................................................................................................................... 13 3.1.1 公司概况及行业特点.............................................................................................. 13 3.1.2 公司组织结构.......................................................................................................... 13 3.1.3 公司人力资源结构................................................................................................. 14 3.2 C 公司一线人员基本情况..................