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1、A Project Designed to Improve Administrative Department Staffs Professional Competence in Customer Service Through OJT (On-The-Job Training)论文摘要美国国民油井华高有限公司是一家具有一百多年历史的，专门设计、制造、销售石油钻采设备，并为油气行业（上游）提供油田检测、服务及其他供应链整合服务解决方案的的专业公司。自1999年成立美国国民油井华高有限公司北京代表处以来，业务蓬勃发展，特别是在近一年中，其业务覆盖范围从单一领域扩展到五个领域，其本地雇员人数也由不
2、到20人激增至50多人，分属于8个部门。但由于其行政部门始终只有3名员工，行政人员数量的缺乏，现有人员业务知识的匮乏，缺乏沟通技巧，以及责任心不足等问题，使得行政人员现有的工作不能很好满足急速扩展的业务领域及雇员人数的需求。从员工管理及客户服务的原理和实践来看，一个企业的服务质量与其对员工的培训和教育休戚相关。如果能安排一个短期的有针对性的在职培训，即可以满足了员工对于培训的需要，又可以提高行政人员的工作效率和工作质量，从而达到提高服务质量的目标。本论文通过设计一个针对现有行政人员的在职培训计划，力图在短时间内帮助员工提高专业知识水平，学习并掌握与客户共同的技巧，从而能全面地提高工作效率、工作
3、质量，满足客户的要求。我们利用六周的时间，完成了这一项目的分析、调查、计划和实践。本论文前期通过目标客户问卷调查、员工绩效考核分析、SWOT分析以及与同事的自由讨论等调研方法确定了此次培训计划的目标方向。在中期的计划执行过程中，通过采用项目进度流程表、责任人工作日志、项目组成员日常工作反馈表等检查与评估形式确保计划内容得到充分的执行。在后期计划评估部分，本论文通过要求参加培训的行政人员填写对培训课程的综合意见反馈表，同时对主要客户通过电话、电子邮件、面对面交流等方式征求对员工意见的反馈。经过前期周密的调查分析及制定切实可行的培训计划，以及中后期的严格执行与分析评估，此次培训计划得以顺利完成并取
4、得了预期的效果。员工不仅在专业知识水平上有了提高，并且通过具体的实践加强了处理实际问题的能力和技巧，在一定程度上提高了客户的满意度。通过此次培训计划的事实，我们意识到，仅仅通过一次短期的在职培训并不能解决所有的问题。随着公司业务的不断扩展，行政工作要想满足不断增长的各种需要，长期、不间断的在职培训将是必不可少的。关键词：在职培训、客户服务Abstract This BA degree paper presents a detailed report of a project implemented by NOV Beijing Offices Administrative Department
5、 to solve the problem of how to provide efficient and professional services to customers. Base on the hypothesis that improved professional competence of our administrative department staff can better satisfied the customers need, a six-week OJT program was launched to improve our administrative sta
6、ffs performance in the area of professionalism and communication skills. As the office manager, I am in charge of the implementation of this project.Scientific research methods of customer survey, such as telephone and face to face interview, Employee Performance Appraisals, Questionnaires and SWOT
7、analysis were used in the identification and analysis of our problems. Methods of communicative teaching and on-the-job training for customer services were also adopted in the design, implementation and evaluation of the project. With the efforts of all project members, we achieved our goal successf
8、ully.Employees are satisfied with the training arrangement and the course design. They are not only well equipped with professional knowledge through field practice, but also improved the ability and skill in problem dealing. Our customers are also satisfied with our staffs improved performance. The
9、 results of the project prove that OJT is a useful approach for employees to get “performance-ready” faster in order to keep pace with the dynamic changes in their job. Key words: OTJ (On-The-Job training); customer serviceTable of Contents1Introduction12Summary of the Preliminary Research22.1.Probl
10、em Description22.2.Problem Analysis22.2.1.Companys current situation22.2.2.Needs and wants analysis32.2.3.SWOT analysis53Project Objective and Hypothesis73.1.Project Objective73.2.Project Hypothesis74Project Rationale75Project Design85.1.Planning of Activities85.1.1.Activities planned to take place8
11、5.1.2.A critical path and analysis of these activities105.1.3.People involved and responsibilities115.1.4.Time-scale of the activities125.2.Cost Analysis135.3.Plan for Monitoring and Evaluation of the Project145.3.1.Monitoring the plan145.3.2.Evaluating the plan155.4.Risk Analysis156Project Implemen
12、tation and Monitoring166.1.Project Implementation166.1.1.General introduction of time, place of project implementation166.1.2.The working steps of implementation166.2.Monitoring Measures167Project Findings and Discussion177.1.Results of OJT Evaluation177.2.DATA (Results) Analysis187.2.1.The previous
13、 problem analysis187.2.2.Records of the implementation of project187.2.3.Trainees Feedback187.2.4.Survey of trainees work performance187.3.Results Discussion198Conclusion20Bibliography22Appendix I: The Project Framework23Appendix II: Activity Flow Chart with Time-scale25Appendix III: The Project Pro
14、gressive Checklist26Appendix IV: Trainers Diary27Appendix V: Trainees Daily Feedback Form28Appendix VI: Employee Performance Appraisal29Appendix VII: OJT Reaction Worksheets31Appendix VIII: Training Course Evaluation Report33Appendix IX: Comparison of Customers Satisfaction Percentage34Appendix X: P
15、erformance Satisfaction Percentage Appraisal35A Project Designed to Improve Administrative Department Staffs Professional Competence in Customer Service through OJT (On-The-Job Training)1 IntroductionNational Oilwell Varco (NOV), headquarter in Houston, Texas, is a worldwide leader in the design, manufacture and sales of equipment and components used in oil and gas drilling and production, the provision of oilfield inspection and other services and supply chain integration services to the upstream oil and gas industry. NOV Beijing
