人力资源是企业的第一资源，现代企业的竞争归根结底是人才的竞争。中 国移动要创建世界一流示范企业，离不开一流的人才队伍，而优秀人才的获得 除了靠引进，就是要靠培养。安徽移动政企市场的蓬勃发展，需要一大批素质 优良、能力出众、战斗力强的客户经理队伍，而这离不开对这支队伍的系统培 训与开发。人工智能、大数据、云计算、区块链、物联网、5G等技术推动了移 动通信技术与业务应用的发展，要适应这些变化与要求，客户经理必须加强学 习。为了保证较好的培训学习效果，必须构建高质量的客户经理培训体系。 本文以安徽移动客户经理培训体系优化为研究对象。首先对相关概念、培 训理论、国内外研究现状与培训发展趋势进行了概述；接着介绍了安徽移动概 况、战略与文化和客户经理队伍现状、工作职责、培训开展情况，并通过问卷、 访谈等调查方法，查找出客户经理培训存在的缺乏前瞻性、针对性不强、有效 性不足、学习热情不高、培训成果转化乏力等5个方面问题，分析出培训缺乏 系统规划性、培训需求分析不够精准、培训流程管理不到位、学习激励不足、 培训成果转化缺乏有效管理等原因；从而提出客户经理培训体系优化设计思路， 从培训需求分析、规划设计、项目实施、成果转化与效果评估等方面优化培训 运营体系，并对培训制度体系和师资、课程、平台建设等培训资源体系进行优 化；最后介绍了加强客户经理培训干系人管理、健全客户经理培训激励机制、 优化客户经理技能认证体系、建立客户经理学习积分管理机制、做好客户经理 职业发展规划、整合客户经理培训学习资源等6项培训体系优化保障措施。 研究表明，优质高效的培训运营、制度与资源、学习保障等体系的构建与 优化是打造高质量的客户经理培训体系的关键。优质高效的培训体系对于提升 客户经理培养效果，促进人岗匹配，倍增人力资本价值，满足多出人才、快出 人才、出好人才的需要，有力支撑政企市场的蓬勃发展等都具有十分重要的意 义。该研究对其他企业的培训体系优化也具有一定的参考价值。 关键词：安徽移动，客户经理，培训，优化 MBA学位论文 作者： 姜高峰 中国移动安徽公司客户经理培训体系优化研究 II OPTIMIZATION OF CUSTOMER MANAGER TRAINING SYSTEM OF CHINA MOBILE ANHUI COMPANY Abstract As human resources are of the priority for a business, the competition of modern enterprises can be boiled down to the competition of talents. China Mobile Company is now establishing first-rate model company worldwide, which rely on first-rate talents. In order to bring in top talents, a company may rely on the policy of introduction of talents, but mainly on talent cultivation and training, which is also true for China Mobile Anhui Company, a prosperous and fast-growing one that needs many customer managers with high quality, outstanding ability and strong battle effectiveness. Systematic training and development of those managers are becoming indispensable. The development of artificial intelligence, big data, cloud computing, blockchain, Internet of things, 5G, together with other technologies has promoted the development of mobile communication technology and business applications, which require such managers to adapt themselves to the new changes and new requirments and to study by themselves. In order to make the training more effective, a high-quality customer manager training system must be established. This paper focuses on the optimization of training system for customer managers in China Mobile Anhui Company. It begins with an introduction to the company, the personnel structure of customer managers, and the status quo of the training after literature review on relevant concepts and theories, which is followed by a brief introduction to China Mobile Anhui Company, its strategy and business culture as well as its personnel of customer managers, their responsibilities and their training. Then via questionnaire and interviews, it moves on to the problems and weakness existing in the training practice. The problems include lack of foresight for training, weak targeted training aim, managers’ low enthusiasm for learning and poor transformation of training results. Both methods and measures are put forward to improve the training system with the focus on the needs analysis of the training, the training plan design, the implementation of the training program, the transformation of the training achievement as well as the evaluation of the training results. The same focus should be also on the optimization of the training system, teacher management, training course system, and training platform and other MBA学位论文 作者： 姜高峰 中国移动安徽公司客户经理培训体系优化研究 III sources for training. The paper then puts forward with six suggestions to optimize the training system: to strengthen the program stakeholder management of custom managers, to improve the stimulation system for customer training, to better the accredidation system for improving customer managers’ abilities, to establish the system for managing customer managers’ credits earned in their training, to make a proper career development plan for customer managers, and to integrate training sources for customer managers. This research finds that the high-quality training practice, training system and training sources as well as the establishement and optimization of training guarantee system for customer managers are the key to establishing the high-quality customer manager training system. This system can meet the needs of China Mobile Anhui Company for more talents, fast-growing talents and better talents; it can also cultivate high-quality customer managers to boost both business and administrative markets so as to meet the company’s needs of strategic transformation. It is also of paramount importance in improving customer managers’ qualification, matching the right personnel for the right position, doubling the value of humane capital, in satisfying the harmonious development of the company and its staff. Key words: China Mobile Anhui Company, customer managers, training, optimization MBA学位论文 作者： 姜高峰 中国移动安徽公司客户经理培训体系优化研究 IV 目 录 中文摘要 ..................................................................................................... I Abstract ..................................................................................................... II 第一章 绪论 ............................................................................................. 1 1.1 研究背景与意义 ............................................. 1 1.1.1 研究背景 ............................................................................................................... 1 1.1.2 研究意义 ............................................................................................................... 2 1.2研究思路与方法 .............................................. 3 1.2.1 研究思路 ............................................................................................................... 3 1.2.2 研究方法 ............................................................................................................... 3 1.3 研究内容与技术路线 ......................................... 4 1.3.1 研究内容 ............................................................................................................... 4 1.3.2 技术路线 ............................................................................................................... 5 第二章 相关概念与理论基础 ................................................................. 6 2.1 相关概念 ................................................... 6 2.1.1 客户经理 ............................................................................................................... 6 2.1.2 成人学习 ............................................................................................................... 6 2.1.3 培训体系 ............................................................................................................... 7 2.1.4 胜任力 ................................................................................................................... 8 2.2 相关理论 .................................................. 10 2.2.1 培训需求分析理论 ............................................................................................. 10 2.2.2 培训成果转化理论 ...............................................................