本文選題：衡陽(yáng)移動(dòng)　切入點(diǎn)：全業(yè)務(wù)　出處：《中南大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：衡陽(yáng)移動(dòng)公司自1999年成立以來(lái),在中國(guó)移動(dòng)集團(tuán)整體戰(zhàn)略的引導(dǎo)下,企業(yè)的成長(zhǎng)迅速,運(yùn)營(yíng)收入和凈利潤(rùn)始終保持著強(qiáng)勁的增長(zhǎng)勢(shì)頭,截至2011年底,衡陽(yáng)移動(dòng)的在網(wǎng)通話客戶數(shù)已達(dá)250萬(wàn),年運(yùn)營(yíng)收入近15個(gè)億,客戶規(guī)模與網(wǎng)絡(luò)容量均居全省前列,在區(qū)域市場(chǎng)毋庸置疑的占據(jù)著主動(dòng)地位。但隨著2009年3G牌照發(fā)放以及五大基礎(chǔ)電信運(yùn)營(yíng)企業(yè)重組,衡陽(yáng)移動(dòng)在區(qū)域電信市場(chǎng),正面臨著嚴(yán)峻的考驗(yàn),尤其在集團(tuán)客戶市場(chǎng)受到嚴(yán)重挑戰(zhàn)。 本文在參考了國(guó)內(nèi)外大量的培訓(xùn)管理理論資料以及國(guó)內(nèi)外成功企業(yè)的銷售人員培訓(xùn)實(shí)踐后,詳細(xì)分析了全業(yè)務(wù)運(yùn)營(yíng)這一背景帶來(lái)的變化、衡陽(yáng)移動(dòng)集團(tuán)客戶經(jīng)理隊(duì)伍狀況及其培訓(xùn)管理現(xiàn)狀；通過(guò)滿意度調(diào)查,診斷出衡陽(yáng)移動(dòng)集團(tuán)客戶經(jīng)理培訓(xùn)管理中存在的主要問(wèn)題：培訓(xùn)計(jì)劃缺乏系統(tǒng)性,員工培訓(xùn)需求系統(tǒng)分析不足,課程開發(fā)和師資管理體系不規(guī)范,培訓(xùn)實(shí)施過(guò)程缺乏監(jiān)督,培訓(xùn)效果評(píng)估不足,培訓(xùn)組織目標(biāo)與個(gè)人目標(biāo)結(jié)合不夠,沒有建立培訓(xùn)的激勵(lì)和考核機(jī)制。基于此,筆者應(yīng)用培訓(xùn)管理相關(guān)理論,對(duì)衡陽(yáng)移動(dòng)集團(tuán)客戶經(jīng)理培訓(xùn)管理模式進(jìn)行了優(yōu)化。優(yōu)化方案以培訓(xùn)需求分析和培訓(xùn)內(nèi)容的優(yōu)化為主,以培訓(xùn)方式、師資管理的優(yōu)化為輔,同時(shí)建立培訓(xùn)效果評(píng)估系統(tǒng)和培訓(xùn)反饋與考核激勵(lì)機(jī)制,建立培訓(xùn)管理保障體系,使衡陽(yáng)移動(dòng)集團(tuán)客戶經(jīng)理的培訓(xùn)管理模式加科學(xué)化、系統(tǒng)化,提升培訓(xùn)效果,進(jìn)而優(yōu)化集團(tuán)客戶經(jīng)理素質(zhì),為集團(tuán)客戶市場(chǎng)競(jìng)爭(zhēng)提供動(dòng)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.
【學(xué)位授予單位】：中南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F272.92;F626

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