全业务运营背景下衡阳移动集团客户经理培训管理优化

发布时间：2018-03-07 04:28

本文选题：衡阳移动　切入点：全业务　出处：《中南大学》2012年硕士论文　论文类型：学位论文

【摘要】：衡阳移动公司自1999年成立以来,在中国移动集团整体战略的引导下,企业的成长迅速,运营收入和净利润始终保持着强劲的增长势头,截至2011年底,衡阳移动的在网通话客户数已达250万,年运营收入近15个亿,客户规模与网络容量均居全省前列,在区域市场毋庸置疑的占据着主动地位。但随着2009年3G牌照发放以及五大基础电信运营企业重组,衡阳移动在区域电信市场,正面临着严峻的考验,尤其在集团客户市场受到严重挑战。本文在参考了国内外大量的培训管理理论资料以及国内外成功企业的销售人员培训实践后,详细分析了全业务运营这一背景带来的变化、衡阳移动集团客户经理队伍状况及其培训管理现状；通过满意度调查,诊断出衡阳移动集团客户经理培训管理中存在的主要问题：培训计划缺乏系统性,员工培训需求系统分析不足,课程开发和师资管理体系不规范,培训实施过程缺乏监督,培训效果评估不足,培训组织目标与个人目标结合不够,没有建立培训的激励和考核机制。基于此,笔者应用培训管理相关理论,对衡阳移动集团客户经理培训管理模式进行了优化。优化方案以培训需求分析和培训内容的优化为主,以培训方式、师资管理的优化为辅,同时建立培训效果评估系统和培训反馈与考核激励机制,建立培训管理保障体系,使衡阳移动集团客户经理的培训管理模式加科学化、系统化,提升培训效果,进而优化集团客户经理素质,为集团客户市场竞争提供动力。
[Abstract]:Since the establishment of Hengyang Mobile Company in 1999, under the guidance of the overall strategy of China Mobile Group, the enterprise has grown rapidly, operating income and net profit has always maintained a strong growth momentum, until end of 2011, Hengyang mobile in the network has reached 2.5 million customers, annual operating income of nearly 15 billion, customer size and network capacity are among the top in the province, There is no doubt that Hengyang Mobile is playing an active role in the regional market. However, with the issuance of 3G licences in 2009 and the reorganization of five basic telecom operators, Hengyang Mobile is facing a severe test in the regional telecommunications market. Especially in the group customer market is seriously challenged. After referring to a large number of training management theories at home and abroad and the sales personnel training practice of successful enterprises at home and abroad, this paper analyzes in detail the changes brought about by the background of the whole business operation. Hengyang Mobile Group customer Manager team status and training management status, through the survey of satisfaction, the main problems in Hengyang Mobile Group customer manager training management: lack of systematic training plan, The systematic analysis of staff training needs is insufficient, the curriculum development and teacher management system is not standardized, the training implementation process is lack of supervision, the training effect evaluation is insufficient, the training organization goal and the personal goal are not enough, There is no incentive and assessment mechanism for training. Based on this, the author optimizes the training management mode of customer manager in Hengyang Mobile Group by applying the theory of training management. The optimization scheme is based on the analysis of training demand and the optimization of training content. The training mode, the optimization of teacher management, the establishment of training effect evaluation system and training feedback and examination incentive mechanism, and the establishment of training management guarantee system, make the training management mode of Hengyang Mobile Group account manager more scientific. Systematization, improve the training effect, and then optimize the quality of group account managers, to provide driving force for group customers to compete in the market.
【学位授予单位】：中南大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F626

【参考文献】