针对客户需求的在职培训有效性分析研究.pdfVIP

基于客户需求的在职培训有效性研究 ——以Y 培训公司为例 摘 要 基于客户需求的在职培训有效性研究，着重强调对客户需求 的分析研究以及如何通过一系列有效途径满足客户需求的探讨， 这对当今培训行业中的企业规范培训项目流程、提高培训质量、 促进业务发展有很大的指导作用。培训行业伴随着社会进步的蓬 勃发展带出了新的商机，然而该行业存在着秩序混乱的现象，许 多培训机构自身的发展跟不上客户的要求。 本文的基本观点是：培训机构对于培训项目的开展应当围绕 满足客户需求进行，离开了对服务对象需求的任何活动都不能称 之为有效的。因此，本文的研究首先从文献中得到对于客户需求 研判的理论依据和对培训项目评估的模型，通过 Y 培训公司的实 例，对其目前个体客户和组织客户的需求分别进行调研，对现有 培训项目进行综合评估，以此来探讨Y 培训公司当前存在的问题。 为了有效地解决这些问题，本文致力于设计一套完整的“基于客 户需求”的在职培训项目体系，该体系从需求分析到培训项目实 施阶段的每个方面，如课程开发、讲师选择、技术运用等，再到 培训成果的转化以及培训机构 自身组织结构和管理体系的再造， 这一切都是紧紧围绕客户需求展开的。这项体系的设计既有理论 依据，又有可操作性，是此项应用性研究课题的重要内容，也是 本文的重点所在。 关键词：在职培训，客户需求，有效性，效果评估 ON-JOB-TRAINING EFFECTIVENESS RESEARCH BASED ON CLIENTS’ DEMANDS: CASE STUDY OF Y TRAINING INSTITUTION ABSTRACT The research on the effectiveness of on-job-training based on clients’ demands is mainly emphasize on clients’ needs and how to meet them by some effective ways. It may play an essential role in helping those training institutions regulate their training programs, improve training qualities and facilitate business development. With the development of the society, training industry meets new business opportunities. However, this industry seems disordered for most training institutions themselves can not keep up with the development of their customers. The basic viewpoint of this article is that all the training programs should be conducted aimed to meeting their clients’ needs. Otherwise, it cannot be called effective. This study starts from finding theoretical supporting of client’s demands and training program evaluation model. Then take Y training institution as an example, try to find the problems which obstacle its development through clients’ needs interview and program access. In order to solve those problems, a new on-job-training program system based on clients’ demands is designed