A Dissertation Submitted to Guangdong University of Technology
for the Degree’s Master of Engineering
(Master of Business Administration)
Research on training optimization of grass-roots
employees in G company railway passenger service
Candidate: Wang Miaomiao
Supervisor: Prof. Zhang Jue
May 2022
School of Management
Guangdong University of Technology
Guangzhou, Guangdong, P. R. China, 510520
摘要
摘要
铁路运输系统分客运和货运两大重要部分，客运服务质量无疑是客运系统最重要
的业务和指标之一。在我国经济飞速发展，铁路系统大力改革的如今，客运系统不仅
是提升硬件设施基础，客运服务也面临社会新的要求。服务水平的高低是展现铁路客
流运输实力的核心竞争力，对铁路企业具有重大意义。
本文分析的 G铁路公司是某铁路大型企业中一个具有代表性历史性的缩影。G公
司铁路客运服务基层员工是客运服务质量的中坚力量，他们代表企业对旅客面对面沟
通的最前端，直接影响旅客对车站服务的第一印象。文章首先从客运服务基层员工的
构架和情况进行了分析，在员工离职原因分析中，发现因职业发展原因离职员工占 62%
之多。之后对公司现有的培训体系进行分析，设计问卷调查，结果中员工普遍需求增
加能力素质类课程达 78.02%，对工作相关领域专业讲师如旅客心理学等课程的需求达
63.4%，认为现场与旅客沟通，应急处置是目前最大的工作重点和难题。说明整个客运
服务现场面临挑战的重心已经从“位移服务”变为“出行服务”，从“开口服务”变为“微笑
服务”。相应培训的体系也应该对应优化。随后，针对现在 G公司客运服务基层员工岗
位胜任力情况搭建符合实情的胜任力模型，按照新员工和资深员工两类分别分析培训
需求，优化设计出培训计划、培训方案、培训课程、培训考核制度、效果反馈。然后
指定详细的培训计划表，运用柯氏四级模型建立培训效果评估。
最后通过部分试点实验，可以初步看出优化后的 G公司铁路客运服务基层员工培
训体系能从公司发展战略，岗位需要，员工个人需求入手有针对性地开展培训，有提
升培训质量和培训效果，其优越性和有效性已经初现。其在一定程度上实际解决了培
训工作中的一些困难和问题，改善了企业提升客运服务质量的人才环境，为 G公司的
战略发展提供保障。
关键词：铁路客运服务质量；胜任力模型；培训体系；柯氏四级评估
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广东工业大学硕士专业学位论文
Abstract
The railway transportationsystem is divided intotwo important parts:passenger
transportation and freight transportation. Passenger service quality is undoubtedly one of the
most important business and indicators of the passenger transportation system. It is called
the customer owner in the industry. With the rapid development of China's economy and the
vigorous reform of the railway system, the passenger transport system is not only to improve
the hardware infrastructure, but also to meet the new requirements of the society. The level
of service is the core competitiveness to show the strength of railway passenger transport,
which is of great significance to railway enterprises.
The G Railway Company analyzed in this paper is a representative and historic epitome
of a large railway enterprise. The grass-roots employees of G company's railway passenger
transport service are also the backbone of the quality of passenger transport service. They
represent the forefront of the enterprise's face-to-face communication with passengers and
directly affect the first impression of passengers on the station service. Firstly, this paper
analyzes the structure and situation of grass-roots employees in passenger transport service.
In the analysis of the reasons for employees' resignation, it is found that 62% of employees
leave for career development reasons. After that, the existing training system of the company
was analyzed and a questionnaire survey was designed. The results showed that the general
demand of employees for capacity-building courses reached 78.02%, and the demand for
professional lecturers in work-related fields such as passenger psychology reached 63.4%. It
is considered that on-site communication with passengers and emergency disposal are the
biggest work priorities and problems at present. It shows that the focus of challenges faced
by the whole passenger service site has changed from "displacement service" to "travel
service", and from "opening service" to "smiling service". The corresponding training system
should also be optimized. Then, according to the current job competency of grass-roots
employees of G company's passenger transport service, build a competency model in line
with the reality, analyze the training needs according to the two categories of new employees
and senior employees, and optimize and design the training plan, training scheme, training
course, training assessment system and effect feedback. Then specify a detailed training
schedule, and use the Coriolis four-level model to establish the training effect evaluation.
Finally, through some pilot experiments, it can be preliminarily seen that the optimized
training system for grass-roots employeesof G company's railway passenger transport
service can carry out targeted training from the company's development strategy, job needs
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