EMBA学位论文
作者：刘启龙
广汽新能源汽车维修技师培训体系优化研究
广汽新能源汽车维修技师培训体系优化研究
中文摘要
新能源汽车具有节能、环保、性能优良的特点，受到消费者的青睐。中国提
出到 2030年新能源占比 50%的目标后，引发了国内新能源汽车的快速发展。销
量快速增长的同时也带来了客户投诉的大幅增加，主要原因是售后维修人才储备
不足，造成车辆出现故障时无法修复，进而影响品牌信誉与销量。新能源车主更
加注重售后维修人员的专业性，加上汽车新三包法的实施，促使新能源主机厂逐
步把维修人才培养作为企业后续发展的保障。广汽新能源汽车自 2017年成立后
销量增长迅速，2021年实现产销 12万台次。为了更好地服务车主，广汽新能源
2020年开始启动维修技师培训，但培训满意度与效果不理想，表现在对内容与
讲师认可度较低；培训参与度不高。论文将培训满意度作为切入点分析当前培训
的问题，找到原因并提出解决方案与改善措施。
论文总体思路以公司规划和需求为出发点，通过问卷调研与文献研究方式，
找出问题所在并提出解决方案，有效帮助企业解决战略性人才储备不足问题。论
文具体分为七章进行论述：第一章，阐述当前市场背景，提出论文研究的问题，
绘制技术路线图；第二章，在对文献研读的基础上，搭建理论基础和分析框架；
第三章，借助成熟的培训问卷诊断当前培训问题，通过访谈方式找出现有培训体
系的不足，分别从培训设计、培训规划、培训制度、培训资源、培训运营分别梳
理；第四章，针对提出的问题，首先建立维修技师胜任力词典；第五章，基于胜
任词典优化维修技师培训体系、培训运营、培训资源、培训制度；第六章，为了
确保培训体系顺利运营设立保障机制；第七章，阐明研究的核心结论，指出不足
并提出研究展望。
论文的研究成果具有三个方面的意义，一是借助问题的研究优化维修技师培
训体系，帮助公司培养符合公司需求的维修技师，提升客户维修满意度；二是为
新能源维修技师规划成长路径，让技师能力与薪资体系结合，留住更多优秀技师；
三是为业内相关企业科学完善的维修技师培训提供研究借鉴。
关键词：胜任力，培训体系，新能源汽车，维修技师
I
EMBA学位论文
作者：刘启龙
广汽新能源汽车维修技师培训体系优化研究
RESEARCH ON TRAINING SYSTEM OPTIMIZATION
OF GAC AION NEW ENERGY VEHICLE
MAINTENANCE TECHNICIANS
Abstract
ProminentfeaturesoftheNewEnergy Vehiclesincludeenergysaving,
environmental protection, and excellent performance，and are gradually favored by
users. The rapid growth of sales also brings about a significant increase in customer
complaints. The main reason is that the shortage of after-sales maintenance talents
leads to the failure of vehicles to repair, thus affecting brand reputation and sales.
New energy owners pay more attention to the professional after-sales maintenance
personnel,coupledwiththe implementationofthenewthreeguaranteesof
automobile law, promote the new energy o&M gradually maintenance personnel
training as a guarantee for the subsequent development of enterprises. Gac new
energy vehicles has seen rapid sales growth since its establishment in 2017, and will
achieve production and sales of 120,000 units in 2021. In order to better serve car
owners, GAC New Energy started maintenance technician training in 2020, but the
training satisfaction and effect is not ideal, manifested in the content and lecturer
recognitionis low;Trainingparticipation isnothigh. Inthispaper, training
satisfaction is taken as a starting point to analyze the current problems of training,
find the reasons and put forward solutions and improvement measures.
The general idea of the paper is based on the company's planning and needs, and
through questionnairesurvey and literatureresearch, the problemis found and
solutions areput forwardto effectivelyhelp enterprises solvethe problemof
insufficient strategic talent reserve. The paper is divided into seven chapters: Chapter
one, expounds the current market background, puts forward the research problems,
draw the technical roadmap; Chapter two, on the basis of literature study, set up the
theoretical foundation and analysis framework; The third chapter diagnoses current
training problems with the helpof mature training questionnaires, finds out the
deficiencies of the existing training system through interviews, and analyzes and sorts
II
EMBA学位论文
作者：刘启龙
广汽新能源汽车维修技师培训体系优化研究
out training design, training planning, training system, training resources and training
operation. In chapter 4, aiming at the problems raised, the maintenance technician
competency dictionary is established. Chapter five, optimize maintenance technician
training system, training operation, training resources and training system based on
the competency dictionary; Chapter six, in order to ensure the smooth operation of the
training system to establish a training system guarantee mechanism; Chapter seven
illustrates the core conclusions, points out the shortcomings and puts forward the
research prospects.
The research results of this paper have three aspects of significance. One is to
optimize the training system of maintenance technicians with the help of the research
of the problem, to help the company cultivate maintenance technicians in line with the
needs of the company and improve customer satisfaction. Second, plan the growth
path for new energy maintenance technicians, combine technicians' ability with salary
system, and retain more excellent technicians; The third is to provide scientific and
perfect maintenance technician training for relevant enterprises in the industry.
Keywords: Competency, training system, new energy vehicles, maintenance
technicians
III