目
录
目录
摘
要.....................I
Abstract......................III
1引言....................1
1.1研究背景..................1
1.2研究目的..................1
1.3研究意义..................2
1.3.1理论意义..................2
1.3.2实践意义..................2
1.4国内外文献综述....................2
1.4.1国外文献综述................2
1.4.2国内文献综述................3
1.4.3文献评述..................4
1.5研究内容及方法....................5
1.5.1研究内容..................5
1.5.2研究方法..................6
2相关概念界定与理论基础.................7
2.1概念界定..................7
2.1.1员工培训及员工培训管理................7
2.1.2胜任力及胜任力模型..................7
2.2相关理论基础.................9
2.2.1柯式培训评估模型理论..............9
2.2.2学习型组织理论.................10
2.3本章小结.......................10
3DZ农商行客户经理培训管理的现状..................11
3.1DZ农商行的概况................11
3.1.1银行简介................11
3.1.2客户经理设置情况....................11
3.2DZ农商行客户经理培训管理的实施情况................12
3.2.1培训需求分析.....................12
3.2.2培训计划制定与实施................13
3.2.3培训效果评估.....................14
3.3DZ农商行客户经理对培训管理的评价.............14
3.3.1问卷调查目的.....................14
3.3.2调查问卷设计.....................14
3.3.3调查问卷发放与回收情况..............15
3.3.4问卷调查结果统计与分析..............15
I
东北农业大学工商管理硕士学位论文
3.4本章小结.......................19
4DZ农商行客户经理培训管理中存在的问题及成因分析...........20
4.1DZ农商行客户经理培训管理存在的问题................20
4.1.1培训需求分析不科学................20
4.1.2培训计划制定与实施不合理.................21
4.1.3培训效果评估长期缺位..................22
4.2DZ农商行客户经理培训管理问题的成因................22
4.2.1培训的设计和实施并非基于胜任力进行..........23
4.2.2未注重以胜任力素质的提高为培训目标..........23
4.2.3培训对象的划分未以胜任力为基础...........24
4.4本章小结.......................25
5基于胜任能力模型的DZ农商行客户经理培训水平提升对策........26
5.1DZ农商行客户经理培训管理的胜任力模型构建..........26
5.1.1构建总体思路与框架................26
5.1.2胜任力模型的构建过程与确立.............26
5.2基于胜任力模型的客户经理培训具体提升策略............33
5.2.1基于胜任力模型的客户经理培训需求策略.............33
5.2.2基于胜任力模型的客户经理培训方案计划.............35
5.2.3基于胜任力模型的客户经理培训效果评估.............37
5.3本章小结.......................39
6结论.........................41
致
谢.........................42
参考文献.....................43
附
录.........................46
II
CONTENTS
CONTENTS
AbstractinChinese..................I
Abstract......................III
1Introduction.....................1
1.1Researchbackground.....................1
1.2Researchpurposeandsignificance............1
1.3Researchpurpose....................2
1.3.1Theoreticalsignificance................2
1.3.2Practicalsignificance....................2
1.4Literaturereviewathomeandabroad..............2
1.4.1Foreignliteraturereview..............2
1.4.2Domesticliteraturereview..................3
1.4.3Literaturereview....................4
1.5Researchcontentsandmethods..................5
1.5.1Researchcontents...................5
1.5.2Researchmethod.....................6
2Definitionofrelatedconceptsandtheoreticalbasis...............7
2.1Conceptdefinition..................7
2.1.1Employeetrainingandemployeetrainingmanagement............7
2.1.2Competencyandcompetencymodel................7
2.2Relevanttheoreticalbasis....................9
2.2.1Kirschnertrainingevaluationmodeltheory...........9
2.2.2Learningorganizationtheory............10
2.3Summaryofthischapter....................10
3CurrentsituationofcustomermanagertrainingmanagementinDZRuralCommercial
Bank.....................11
3.1OverviewofDZRuralCommercialBank.............11
3.1.1Bankprofile...................11
3.1.2Accountmanagersettings..................11
3.2ImplementationofcustomermanagertrainingmanagementofDZRuralCommercialBank12
3.2.1Trainingdemandanalysis..................12
3.2.2Preparationandimplementationoftrainingplan........13
3.2.3Trainingeffectevaluation..................14
3.3EvaluationofcustomermanagerofDZruralcommercialbankontrainingmanagement....14
3.3.1Purposeofquestionnaire...................14
3.3.2Questionnairedesign...................14
3.3.3Distributionandrecoveryofquestionnaires.........15
III