I 摘要 伴随国民经济的高速发展以及人民生活水平的不断提高，家政服务业逐渐成 为了吸收劳动力较多的产业，但在家政服务业发展过程中，也暴露出家政服务人 员的岗位胜任力参差不齐等问题。为了家政服务人员队伍的高效与稳定，研究优 化家政服务人员的培训管理体系的完整性与系统性具有重要的实践意义。 本文以 A 家政服务公司为研究样本，通过文献研究法、问卷调查法及案例 研究法等方法，围绕基于胜任力的A家政服务公司培训管理这一主题进行研究。 首先，在学习掌握相关理论及实践依据，对胜任力和家政培训管理等概念进行理 解和掌握的基础上，对胜任力研究现状和家政服务公司培训管理研究现状进行了 综述；其次，通过对由 A 家政服务公司提供专业技能培训的家政服务人员和其 雇主进行问卷调查，并辅以面谈拜访部分相关人员，研究了 A 家政服务公司培 训管理现状，发现总结出存在的主要问题，包括培训需求分析不足、受训家政服 务人员综合素质较低、培训时间不足、培训实施机制不完善、培训效果评估不能 落地于胜任力水平提升；挑选 A 家政服务公司受训家政服务人员进行行为事件 访谈，分析确定家政服务人员的胜任力要素，并对各个胜任力要素进行分类，构 建胜任力模型；接着以先前制定的胜任力模型为指引，与在 A 家政服务公司培 训过的家政服务人员现有能力素质进行比对，分析两者之间的差距，确认 A 家 政服务公司基于胜任力的培训管理需求分析；然后基于培训现状分析、胜任力模 型的构建及培训管理需求的分析，构建 A 家政公司培训管理实施体系及评估体 系；最后，基于该胜任力模型的培训体系在实际运行中仍需要多方面的支持和保 障，确定了注重反愧奖惩措施保障、培训师资保障、培训课程教材保障、资源 保障这四个保障措施，确保培训工作的正常开展。 关键词：胜任力，培训管理，A 家政服务公司Abstract II Abstract With the rapid development of the national economy and the continuous improvement of people's living standards, the domestic service industry has become an industry that absorbs more labor. However, in the development of the domestic service industry, the problem of uneven job competence of domestic service personnel has been exposed. Therefore, for the efficiency and stability of the housekeeping service staff, it is of important practical significance to study and optimize the integrity and systematicness of the training management system for housekeeping service staff. This article takes A Housekeeping Service Company as a research sample, and conducts research on the subject of A Housekeeping Service Company training management based on competence through literature research method, questionnaire survey method and case study method. First, on the basis of learning and mastering relevant theories and practical basis, and understanding and mastering the concepts of competence and housekeeping training management, the status quo of competency research and training management of housekeeping service companies are reviewed; The housekeeping service staff and their employers who provide professional skills training by the service company conducted a questionnaire survey, supplemented by interviews with some relevant personnel, studied the current situation of training management of A Housekeeping Service Company, and found and summarized the main problems, including insufficient training demand analysis, The overall quality of the trainees is low, the training time is insufficient, the training implementation mechanism is not perfect, and the training effect evaluation cannot be landed on the improvement of competence level; then the trained domestic service personnel of A Housekeeping Service Company are selected for behavioral incident interviews, and the competence of the domestic service personnel is analyzed and determined Competency factors, and classify each competency factor to construct a competency model; then use the previously formulated competency model as a guide to compare and analyze the current competency of domestic service personnel trained in A Housekeeping Service Company The gap between the two is to confirm the training management demand analysis of A housekeeping Service Company based on competence; then based on the analysis of training status, the construction ofAbstract III competency model and the analysis of training management needs, build A Housekeeping Service Company 's training management implementation system and evaluation system ; Finally, the training system based on the competency model still needs support and guarantee in many aspects in actual operation. Four guarantee measures: feedback, reward and punishment guarantee, training teacher guarantee, training course material guarantee, and resource guarantee are determined to ensure The normal development of training. Key words: Competency, Training Management, A Housekeeping Service Company目录 1 目 录 摘要 .................................................................I Abstract .............................................................. II 第 1 章 绪论 ...........................................................1 1.1 研究背景及意义 .................................................... 1 1.1.1 研究背景 ...................................................... 1 1.1.2 研究意义 ...................................................... 2 1.2 研究内容及方法 ................................................... 2 1.2.1 研究内容...................................................... 2 1.2.2 研究方法...................................................... 3 1.2.3 技术路线...................................................... 4 1.3 可能的创新之处 ................................................... 5 第 2 章 相关理论基础与研究综述 .........................................6 2.1 基本概念界定 ..................................................... 6 2.1.1 培训管理...................................................... 6 2.1.2 家政服务培训管理.............................................. 7 2.2 相关理论基础 .................................................... 10 2.2.1 胜任力与胜任力模型内容....................................... 10 2.2.2 胜任力模型的构建方法......................................... 12 2.2.3 胜任力模型在职业培训管理中的应用............................. 13 2.3 国内外研究综述 .................................................. 14 2.3.1 国外相关研究................................................. 14 2.3.2 国内相关研究................................................. 15 2.3.3 国内外研究评析............................................... 16 第 3 章 A 家政服务公司培训管理现状分析.................................18目录 2 3.1 A 家政服务公司概况 ............................................... 18 3.1.1 A 家政服务公司简介 ........................................... 18 3.1.2 A 家政服务公司发展概况 ....................................... 18 3.2 A 家政公司培训管理现状 ........................................... 19 3.2.1 A 家政服务公司培训管理模式 ................................... 19 3.2.2 A 家政服务公司课程体系 ....................................... 20 第 4 章 A 家政服务公司培训管理存在的问题及成因.........................21 4.1 A 家政服务公司培训管理现状问卷调查 ............................... 21 4.1.1 调查问卷设计及发放........................................... 21 4.1.2 调查问卷统计结果............................................. 22 4.2 A 家政服务公司培训管理存在的主要问题 ............................. 23 4.2.1 培训内容单一，需求导向性不强................................. 24 4.2.2 准入门槛低，招生管理效力有待提高............................. 24 4.2.3 培训有效时间不足，不能支撑技能全面提升....................... 25 4.2.4 互联网+线上培训模式下，对受训人员管理薄弱.................... 26 4.2.5 培训效果评估机制不健全，无法形成培训闭环..................... 26 4.3 A 家政服务公司培训管理问题的主要成因：胜任力导向不明显 ........... 27 4.3.1 基于胜任力的培训管理需求分析不充分........................... 27 4.3.2 基于胜任力的培训管理体系构建不完善........................... 27 4.3.3 基于胜任力的培训管理效果评估不落地........................... 28 第 5 章 A 家政服务公司基于胜任力的培训管理优化对策.....................29 5.1 A 家政服务公司基于胜任力培训管理体系构建的指导思想与原则 ......... 29 5.1.1 基于胜任力的家政服务人员培训管理体系构建的指导思想........... 29 5.1.2 基于胜任力家政服务人员培训管理体系构建的原则................. 29 5.2 家政服务人员胜任力模型 ........................................... 29 5.2.1 家政服务人员胜任力模型构建要素的确定......................... 29 5.2.2 家政服务人员胜任力模型的构建................................. 31目录 3 5.3 A 家政服务公司基于胜任力的培训管理需求分析 ....................... 31 5.3.1 家政服务人员现有能力与胜任力的差距分析....................... 31 5.3.2 家政服务人员培训管理需求体系的构建........................... 35 5.4 A 家政服务公司培训管理实施体系的构建 ............................. 37 5.4.1 家政服务培训对象的选择....................................... 37 5.4.2 家政服务培训项目与课程设计................................... 37 5.4.3 家政服务培训的方式与方法..................................... 40 5.5 A 家政服务公司培训管理评估体系的构建 ............................. 41 5.5.1 家政服务培训前评估........................................... 41 5.5.2 家政服务培训过程评估......................................... 41 5.5.3 家政服务培训结果评估......................................... 41 第 6 章 A 家政服务公司基于胜任力的培训管理优化的实施保障...............43 6.1 加强思想保障，强化战略导向的胜任力培训理念 ...................... 43 6.2 加强制度保障，完善能岗匹配、赏罚分明的制度体系 .................. 43 6.3 加强队伍保障，打造内训外聘、勇于创新的师资队伍 .................. 43 6.4 加强教材保障，开发基于胜任力体系的培训教材 ...................... 44 6.5 加强技术保障，整合改造优化软硬件资源条件 ........................ 44 第 7 章 结论 ..........................................................45 7.1 本文主要结论 .................................................... 45 7.2 未来展望 ........................................................ 45 附录 A A 家政服务公司受训家政服务人员培训调查问卷.....................47 附录 B 雇主培训调查问卷 ..............................................54 附录 C 家政服务人员胜任力模型访谈提纲 ................................58 附录 D 家政服务人员胜任力模型 ........................................60