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MBA硕士毕业论文_安市S旅游公司员工培训体系优化研究PDF

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I 摘要 在当今全球化和竞争日益激烈的现实状况下,人才作为企业的基础和核心,是企 业生存和发展的基础,企业要不断提升员工的工作能力和工作效率,持续提升其核心 竞争力,建立完善的员工培训体系是其最根本和最基础的发展战略。而服务行业对员 工的培训更为重要,需要通过完善的员工培训体系,保证员工能够具备工作要求的专 业知识,尤其需要更为先进的服务意识和服务态度使消费者满意。我国旅游业市场庞 大,员工的素质参差不齐,对员工培训体系的研究具有十分重要的现实意义和理论意 义。S旅游公司是西安市众多旅游管理公司中的一员,其规模和业绩均处于中等水平, 其在员工培训体系建设中同样存在一系列问题,对S旅游公司员工培训体系优化的研 究具有一定的代表性。 本文首先在系统收集和整理员工培训相关文献、资料和理论的基础上,对S旅游 公司的发展历程、发展现状进行了阐述。对S旅游公司员工培训体系的现状进行了分 析,发现经过多年发展,S旅游公司的员工培训组织体系已初步建立,员工培训课程 逐步丰富多样,培训师资体系以外聘为主,内部专门培训人员为辅,培训的软硬件支 撑体系不断完善。为更为深入的了解和分析S旅游公司员工培训效果,本文设计调研 问卷,采用随机抽样法分别对S旅游公司高层管理人员、中层管理人员和一般员工进 行调研,共收集问卷316份。 选用柯克帕特的四级评估模型对S旅游公司员工培训的效果进行了深入分析,发 现目前S旅游公司的培训效果从反应层看,员工对培训的满意度仍较差;从学习层看, 员工通过培训对知识和培训内容的掌握程度不足;从行为层看,员工在接受培训后的 工作态度和工作效果并没有明显提升和改善;从结果层看,员工培训后的业绩提升不 明显。整体来看,S旅游公司员工培训的效果较差。 根据调研问卷数据统计,对S旅游公司员工培训体系中存在的主要问题进行了分 析,发现目前S旅游公司员工培训体系中存在的主要问题有员工培训需求与实际的培 训内容错配严重,对员工的培训需求了解不足;员工培训方法单一,以集中讲授为主, 互动性较差;员工培训过程中针对性差,监督机制缺失;员工培训讲师团队弱、重点 培训对象选择不当;员工培训效果反馈差,培训成果转化慢等问题。最后,提出了S 旅游公司员工培训体系的优化路径,主要有深入了解员工和客户的培训需求,丰富培 训方法,完善培训制度和监督机制;优化讲师团队和课程体系等。 关键词:员工培训;培训体系;问题;路径优化;旅游公司 ABSTRACT III ABSTRACT Anenterpriseshouldconstantlyimprovetheworkingabilityandefficiencyofits employees,continuouslyenhanceitscorecompetitiveness,andestablishaperfect employeetrainingsystemisitsmostfundamentalandbasicdevelopmentstrategy.The serviceindustryismoreimportantforstafftraining,whichrequiresaperfectstafftraining systemtoensurethatemployeescanhaveprofessionalknowledgerequiredbywork, especiallymoreadvancedserviceawarenessandserviceattitudetosatisfyconsumers. China'stourismmarketishuge,andthequalityofemployeesisuneven,sotheresearchon employeetrainingsystemhasveryimportantpracticalandtheoreticalsignificance.S tourismcompanyisoneofmanytourismmanagementcompaniesinXi'an,itsscaleand performanceareinthemiddlelevel,andtherearealsoaseriesofproblemsinthe constructionofthestafftrainingsystem,whichhasacertainrepresentativenesstothe researchontheoptimizationofthestafftrainingsystemofstourismcompany. Firstofall,basedonthesystematiccollectionandcollationofrelevantdocuments, materialsandtheoriesofstafftraining,thispaperexpoundsthedevelopmentprocessand currentsituationofstourismcompany.Thetrainingteachersystemismainlyengaged outside,supplementedbyinternalspecializedtrainingpersonnel,andthetrainingsoftware andhardwaresupportsystemisconstantlyimproved.Inordertofurtherunderstandand analyzethetrainingeffectofstourismcompany'semployees. Inthispaper,kirkpart'sfour-levelevaluationmodelisusedtoanalyzetheeffectof s-tourismcompany'sstafftraining.Itisfoundthatthetrainingeffectofs-tourismcompany isstillpoorfromtheperspectiveofreactionlevel;fromtheperspectiveoflearninglevel, thestaff'smasteryofknowledgeandtrainingcontentisinsufficient;fromthePerspective ofbehaviorlevel,thestaff'sworkattitudeandworkaftertrainingFromtheresultlevel,the performanceofemployeesaftertrainingisnotsignificantlyimproved.Onthewhole,the trainingeffectofStourismcompanyispoor. ThemainproblemsexistinginthecurrentstafftrainingsystemofStourismcompany aretheseriousmismatchbetweenthestafftrainingneedsandtheactualtrainingcontent, andthelackofunderstandingofthestafftrainingneeds;thestafftrainingmethodissingle, mainlyfocusedonteaching,withpoorinteraction;weakstafftraininginstructorteam, improperselectionofkeytrainingobjects,poorfeedbackofstafftrainingeffect,slow 西北农林科技大学硕士学位论文 IV transformationoftrainingresults,etc.Finally,thepaperputsforwardtheoptimizationpath ofstourismcompany'sstafftrainingsystem,whichmainlyincludesin-depthunderstanding ofthetrainingneedsofemployeesandcustomers,enrichingthetrainingmethods, improvingthetrainingsystemandsupervisionmechanism,optimizingthelecturerteam andcurriculumsystem,etc. KEYWORDS:StaffTraining;TrainingSystem;Problem;PathOptimization;Tourism Companies 目录 V 目录 摘要...........................................................................................................................................I ABSTRACT...........................................................................................................................III 第一章绪论..........................................................................................................................1 1.1研究背景.....................................................................................................................1 1.2研究目的和研究意义.................................................................................................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.........................................................................................................3 1.3.1国外研究综述...................................................................................................3 1.3.2国内研究综述...................................................................................................5 1.3.3简要评述...........................................................................................................7 1.4研究思路与方法.........................................................................................................7 1.4.1研究思路...........................................................................................................7 1.4.2研究方法............................................................................................................9 1.5论文可能的创新之处.................................................................................................9 第二章相关概念与理论....................................................................................................11 2.1相关概念界定...........................................................................................................11 2.1.1员工培训.........................................................................................................11 2.1.2培训体系.........................................................................................................11 2.1.3人力资本.........................................................................................................12 2.2相关理论...................................................................................................................12 2.2.1科学管理理论.................................................................................................12 2.2.2人力资本理论.................................................................................................12 2.2.3培训理论.........................................................................................................13 2.3.4激励理论.........................................................................................................13 第三章西安市S旅游公司员工培训体系的现状及效果分析........................................15 3.1S旅游公司简介...........................................................................