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摘要企业的发展日益体现职前培训的重要性。职前培训是新员工在组织中发展自己职业生涯的起点。本文阐述了职前培训在企业中的重要性，通过对镇江电信公司客服人员的职前培训现状的分析，指出了其客服人员职前培训存在的主要问题。运用了培训的相关理论，结合镇江电信公司的实际情况并针对其职前培训存在的问题，对其职前培训方案进行了重新设计。旨在通过对它的实施和管理，满足新进人员的基本需要和企业的需要，为公司的职前培训提供依据。从而使公司的职前能更快的融入公司，胜任自己的工作。51576
镇江电信公司的职前培训方案，主要包括培训需求分析，培训计划的制定，培训工作的实施以及培训效果评估。运用成人理论、马斯洛需求理论等对其进行分析，并制定出一套适合的职前培训方案以供各公司参考。
毕业论文关键词：职前培训；培训评估；培训分析
Research on Zhenjiang telecom customer service staff pre-service training
Abstract
The importance of enterprise development has become the embodiment of pre-service training. Pre-service training is a new employee to develop their own occupation career in the organization's starting point. This paper expounds the importance of training in enterprise pre-service ,Through the analysis of Zhenjiang telecom company customer service staff pre-service training situation, The customer service personnel pre-service training problems. Based on the related theories, combined with the actual situation of Zhenjiang Telecom and the pre-service training existence question, redesigned the preservice program. Aimed at the implementation and management of it, to meet the demands of the new employee and enterprise, provides the basis for the company's pre-service training.In order to enable faster integration into company pre-service, competent in his work
Zhenjiang Telecom Company pre-service training program, including training needs analysis training plan, carrying out training and assessing training effect. Using adult theory, Maslow s theory of needs analysis, and develop a set of suitable for pre-service training program for the company.
Keywords: Pre-service training；Evaluation of training；Training analysis
目 录
0 引言 1
1 相关概念及理论 1
1.1 职前培训的概念及特点 1
1.1.1 职前培训的概念..2
1.1.2 职前培训的特点..2
1.2 职前培训的作用 2
1.3 相关理论 3
1.3.1 成人学习理论3
1.3.2 马斯洛需求层次理论3
2 镇江电信公司客服职前培训概况 4
2.1 客服员工职前培训系统存在的不足 4
2.2 客服员工入职培训内容简单 5
3 镇江电信公司客服人员职前培训方案设计 5
3.1培训需求分析 5
3.1.1 组织培训分析..6
3.1.2 个人需求分析..7
3.1.3 任务分析....7
3.2 制定培训计划....8
3.2.1确定培训目标...8
3.2.2 确定培训内容..9
3.2.3培训课程设计..11
3.2.4培训师的选择..11
3.2.5 培训时间和地点..12
3.2.6 培训方法的选择..12