中国建设银行培训效果评估方案

1. 关于本文 ......................................................... III

2. 决定培训评估的层

次 ................................................. V 3. 学员反应层次的评估 .............................................. VIII

3.1评估内容 .................................................. VIII

3.2 评估步骤及方法.............................................. IX

4. 学员学习层次的评估 ................................................. X

4.1评估内容 ..................................................... X

4.2评估方法及步骤 ............................................... X

5. 学员行为层次的评估 ................................................ XV

5.1评估内容 .................................................... XV

5.2 评估方法及步骤.............................................. XV

6. 学员绩效层次的评估 ................................................ XX

6.1评估内容 .................................................... XX

6.2 评估方法及步骤........................................... XXIII

7. 附录 ..........................................................

XXVIII

7.1 附录1,反应层次评估,评估问卷 .......................... XXVIII

7.2 附录2,反应层次评估,小组讨论访谈提纲 ................... XXXII

7.3 附录3,学习层次评估,知识类测试问题基本标准 ............. XXXIV

7.4 附录4,学习层次评估,综合评价中心法评估量表,示例， ..... XXXV

their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons,

effective integration of resources within the group, the city resources, other industries and regional resources, mutual trust, mutual benefit, seeking win-win principle, in the framework of national policies and regulations, strict inspection and argumentation, legal consultation, examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of

the market, enhance the sense of crisis to adapt to market competition,

the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

7.5附录5,学习层次评估,自我评估量表,技能，.............. XXXVIII 7.6 附录6,学习层次评估,态度调查表 ............................ XL 7.7 附录7,行为层次评估,行为评价量表,自我评估， ............. XLI

行为层次评估,行为评价量表,下属评估，.... XLI 7.8 附录8,行为层次评估,行动计划示例 ....................... XLIII 7.9 附录9,行为层次评估,行动

计划调查问卷示例 ................ XLIV 7.10 附录10,绩效层次评估,绩效改

进计划示例 ................... XLV 7.11 附录11,绩效层次评估,培训项目成

本分析表示例 ............ XLVI 7.12 附录12,绩效层次评估,投资回报率法(ROI)案例,美世经验 ...... L 7.13 附录13,“三个一”培训效果调查问卷,样例， (43)

their own conditions to develop the correct road, the maximum to

avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the competitive strength, walking business road the competition of alienation and characteristics, the pursuit of stability and development of the market.(four) to promote the integration of resources. To further broaden their horizons,

introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

关于本文

员工培训是中国建设银行人力资源管理的重要内容,通过培训能持续提升建行

员工的知识、技能与工作态度,从而为建行战略的实施提供强有力的人才保障,为建行在市场竞争中赢得竞争优势。培训效果评估是培训的最后一个环节,科学的培训效果评估对于建行了解培训投资的收益、界定培训对建行的贡献有重要的作用。

培训效果的评估,是指在组织培训之后,采用一定的形式,把培训的效果运用定

性或者定量的方式表达出来,良好的培训效果评估体系有利于判断培训的有效性,为各种培训项目的改进、继续推进提供科学的决策依据。

根据美世的调查,目前,国内外运用最为广泛的培训评估方法,是由柯克派崔

克,Kirkpatrick,1959，提出的培训效果评估模型,在这个模型中,培训效果评估包括四个阶段的评估,

1. 反应层次评估–对培训的组织和实施以及培训本身的质量进行评价，

2. 学习层次评估–评价学员对培训内容的掌握情况，

3. 行为层次评估–评价培训给学员带来的行为上的改变，

4. 绩效层次评估–评价培训是否使学员和组织的工作绩效得到提升。尽管

后来菲利普斯又提出了五层次评估模型,将柯式的评估模型的第四层次进行了区分,见<

their own conditions to develop the correct road, the maximum to

the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

企业培训与开发先进理论和实践报告>，,但由于投入回报分析,ROI，在实施上的困难性,本文仍以柯式的模型为培训效果评估的基础。

通过对建行培训管理人员的访谈,以及对建行现行培训评估资料的理解,建行大部分的培训效果评估还处在第一层次,反应层次评估,只是对培训课程本身的质量和组织实施工作进行了评价，很少一部分涉及了一些学习层次的评估,例如履岗资格的学习和考核。因此我们认为,中国建设银行目前还没有建立起完善的培训效果评估制度,一方面是由于培训评估数据采集的难度,另一方面是由于以前还没有充分认识到效果评估对培训工作的重要意义。随着建行人力资源改革的深化和建行培训工作的发展进步,《培训项目审批和管理程序》A/0版的印发，,建行的培训人员和

管理层对培训工作的效果和回报投入了越来越大的关注。这就为优化建行的培训效果评估体系提供了环境基础。同时,为了进一步明确培训工作的价值,保证培训能够切实有效地满足建行的业务发展需要,本文依据柯氏培训效果评估模型,为建行提供培训效果评估的框架、步骤、方法和工具,形成培训效果评估方案。本方案内容适用于中国建设银行总行和各一级分行的各级培训部门。

their own conditions to develop the correct road, the maximum to

and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

决定培训评估的层次

从培训评估的深度和难度来看,柯氏培训评估模型依次包括反应层、学习层、

行为层和绩效层四个层次。从理论上讲,随着培训评估层次的提高,可以看到培训所带来的更深层次的影响,能够发现培训项目的价值。但是,由于包括人、财、物在内的资源因素的限制,不可能对所有的培训项目都进行四个层次的培训效果评估。因此,在开展培训效果评估之前,对于每个培训项目,建行必须有针对性地选择培训效果评估的层次。

常用的、决定培训效果评估层次的方法是决策树分析法,如下图，。通过决策

树分析来取舍每个培训课程的评估层次。但是无论是哪一个培训项目,第一层次的

评估,反应层次评估都是必须的。

their own conditions to develop the correct road, the maximum to

the market, enhance the sense of crisis to adapt to market competition,

1 是否具有战略价值?

是否

4 培训内容是行2 投入是否较大,

为性/知识性,

是否行为性知识性

3 培训显效周进行第四层进行第三层进行第二层期是否较长, 次评估次评估

次评估

是否

决策树分析中的判断标准,

1. 判断是否具有战略价值时,可以从以下几个角度进行考虑,

第一,培训对象是否是关键人才,或者该培训课程的覆盖面是否大,

第二,培训课程是否受到管理层高度重视,

第三,培训课程是否与某个业务战略举措有较强的对应性,

2. 判断培训投入是否较大,可以参考两个方面,

第一,培训课程的资金成本投入是否很大?

第二,培训项目时间延续是否较长,

3. 判断培训显效周期是否较长,主要是看判断培训效果的指标数据是在近期内

可以获得的,

还是需要较长期的数据积累和收集。

their own conditions to develop the correct road, the maximum to

activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

4. 判断培训内容是行为性的还是知识性的,要看培训项目是否强调员工行为的改变,即,

该培训课程是否要求学员接受培训之后返回工作岗位时,必须体现出相应的行为,如果

是,则培训内容为行为性的。如果培训内容要求学员掌握知识点,对未来的工作

有所帮

助,那么这项培训是知识性的。

通过以上决策树,即可判定每个培训课程的效果评估工作需要做到哪个层次。

their own conditions to develop the correct road, the maximum to

学员反应层次的评估

反应层次的评估是指在培训刚结束之后,培训学员对培训项目的主观感受。反

应层次的评估易于进行,信息获得最容易、最直接,是最基本、最普遍的评估方式。这个层次关注的是学员对培训项目及其有效性的知觉。

3.1评估内容

反应层次的评估包括对培训组织实施、培训后勤支持等两个方面的评估。两个方面包括的具体内容如下表3.1所示,

表3.1

培训组织实施培训后勤支持 1, 培训目标是否合理明确 1, 组织培训的整个

过程是否有条不紊 2, 培训内容是否实用 2, 培训环境是否满足培训的要求 3, 培训教材是否完善 3, 其他培训后勤支持是否及时满意 4, 培训方法是否合适有效5, 培训讲师是否具备相应的教学态度、教学

水平和教学方法

6, 培训时间进度安排是否合理

their own conditions to develop the correct road, the maximum to

personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

3.2 评估步骤及方法

步骤一,即时评估

方式,问卷调查

具体操作方法,在培训结束之后,由培训助理发放培训评估问卷,就学员对培训

的各方面进行问卷调查。之后,由培训助理对问卷进行回收。或者,可以由培训信息管理人员将培训评估问卷通过电子邮件的形式,发放给各个学员,要求学员填写完毕之后,回寄给培训助理。培训评估问卷可以参考附录1,反应层次评估,评估问卷。

步骤二,后续调研

方式,小组座谈

具体操作方法,在问卷调查结束之后,从学员中随机挑选一部分员工进行小组座谈,听取他们对该培训项目各方面的意见和建议。访谈提纲可参考附录2,反应层次

评估,小组讨论访谈提纲。

步骤三,评估报告

方式,数据信息分析

具体操作方法,对上述评估步骤进行定量和定性分析,将培训评估问卷的信息输

入统计软件,对培训课程的各个方面进行统计分析，之后,对小组座谈获得的信息进行定性分析，对定性分析和定量分析结果进行整合,撰写培训效果评估报告。

their own conditions to develop the correct road, the maximum to

examination and approval procedures, strict regulation of economic activities, attract injection the social investment to the industry group, to achieve leveraging the development, ensure that the value of state-owned assets.(five) to strengthen the construction management personnel. Strengthen the management of education and training of cadres and workers of the existing business, firmly establish the concept of the market, enhance the sense of crisis to adapt to market competition, the sense of urgency, improve the ability to respond to market competition, improve management and operation of the market. At the same time, according to the need of industrial development, vigorously the introduction of high-quality management management personnel, and strive to build a high-quality professional management team, hard work, and promote the entire workforce knowledge structure, age structure, structure optimization and upgrading ability, enhance core competitiveness, adapt to the need of market competition.(six) seriously study the policy for policy. Serious research about social support the development of cultural undertakings in the country and the XX policy, especially the policy of industrial development, financial investment policy, financial policy and tax policy, and actively seek policy, projects and funds, enterprise and industry group mission to promote leapfrog development.

学员学习层次的评估

学习层次的评估是用来检验学员对知识、技能和态度的掌握程度,即学员是否

掌握了培训目标中要求他们学会的东西。这一层次的评估通过对学员培训前后知

识、技能、态度的水平进行比较,来确定培训的收获。这一层次的评估结果还不能显示学员是否能将学到的内容应用到工作中,但它是未来工作中行为改进的基础。

4.1评估内容

学习层次的评估包括对三类学习成果,即知识、技能、态度的评估,

–知识成果是指培训获得的有关原理、事实、程序或过程等方面的信息,即通过培训

可以回答“是什么,做什么,怎样做,何时做”等问题。

–技能成果是指完成一项任务所需具备的能力,如组装一件产品、排除设备故障、处

理顾客投诉、有效地进行沟通等。这一层次评价技能成果的重点在于学员是否学到

了这些技能或技能水平是否得到提高,而不是技能在工作中如何应用。

–态度的改善也是培训的一个重要结果,例如培训可以帮助树立“质量第一”的观念,

或改善了团队合作的积极性。

4.2评估方法及步骤

因为知识、技能、态度这三类评估内容的特点不同,组织需要采用不同的方法

进行评估。 their own conditions to develop the correct road, the maximum to avoid investment risk, gain profit.(three) vigorously promote the brand. To establish brand awareness, awareness of the use of brand, brand value, brand acquisition performance, enhance the competitive strength. Concentrated manpower, careful planning, packaging and publicity of a number of unique, market influence and coverage of the brand, the implementation of key breakthroughs, to enhance the