实施全员培训工程提升员工队伍整体素质

近年来，工行江西赣州分行教育培训工作围绕业务发展中心，“以建设学习型银行，打造知识型员工”为目标，以提高员工综合素质、风险防范能力、营销能力及中高层人员的管理能力为出发点，贴近银行业务发展需求，大力实施全员培训工程，创新培训体制，改进培训方式，提高培训质量。通过采取适应性培训与资格性培训、专业培训与综合培训、现场培训与远程教育相结合的方式，多渠道、多层次地开展了全员培训工作，全面提升了员工队伍的整体素质，为全行改革发展提供了强有力的人才支持和智力保障。     

对博州中支员工岗位培训的调查与思考

岗位培训是按照员工工作岗位的需要，本着“缺什么补什么．干什么学什么”的原则进行的定向培训。目前各级行岗位需求、人员知识结构、从业时间等方面的差异．决定了知识技能更新需求的差异性：基层人行员工素质的差异性与最终目标的统二性决定了培训内容选择的梯次型。科学划分培训层次，针对不同的培训对象，确定不同的培训重点，按需培训．提高岗位培训的效果，应实行“三类”培训规划：一类培训，主要解决特殊群体培训，如边远落后地区少数民族员工的基础性知识培训：二类培训，以岗位培训为主的全员性培训：三类培训，以培养“五型”干部为目标的综合性培训。并合理选择不同培训的期限和对象，通过一类奠基，二类达标．三类提升的目标满足不同层次的培训需求。     

加强课件建设,服务农行远程培训——青海省农行远程培训情况及课件需求调研报告

强大的课件开发能力是远程培训的重要保证,对青海农行的调研使我们进一步了解农行员工对课件的实际需求,这对我们不断提升课件操作的质量和水平,更好服务农行远程培训有着积极意义。     

事业单位培训需求分析

培训能够促进单位与员工、管理层与员工层的双向沟通,增强团队向心力和凝聚力,塑造优秀的团队文化。开展培训分析,对培训基础工作和需求方法进行分析,确定培训需求、制定培训计划,提出适合单位发展的培训方案,是提升整体管理效能、提高服务水平和推动事业发展的重要保证。     

基层网点员工培训的重点

—是对员工进行技能培训。要通过培训使员工处理业务规范化，提高工作效率，提高服务能力，并针对特定客户群，进行语言培训及特色业务的学习等，在服务过程中能尽量满足客户多样化的金融需求。二是对员工进行交往技巧培训。要制定行为守则、规范用语，使员工在与客户交往中有标准可执行。但这并不能解决所有问题，     

基于培训调研分析的基层员工教育培训工作思考

在激烈的市场竞争中,人才起着关键作用,尤其是高素质的基层员工在经营管理中发挥着重要作用。本文综合访谈调研、问卷调查等方式,深入调研基层员工培训需求及建议,梳理存在的问题,提出进一步提升基层员工培训质效的对策建议。     

把提高服务质量作为立行之本

近年来，工行山东临沂分行坚持把提高服务质量作为立行之本，通过一系列的员工培训、技术比赛等形式，不断提升干部、员工的服务意识和服务能力，做到了急客户所急，想客户所想，有力促进了各项业务健康快速发展。     

加强技能比赛的后续工作

2010年是中国工商银行的“服务价值年”,如何加强员工的服务意识并提高业务水平,是做好服务工作的核心基础。组织业务、服务技能比赛一直是进行员工培训的有效途径和提升员工业务素质的得力手段。一般来说,通过组织各级行的业务和服务技能比赛,     

创新教育方式 做好培训文章

现代金融企业需要一支高素质的干部员工队伍,这支队伍的打造离不开教育培训工作。近几年来,我行在教育培训工作上坚持以“服务全行的改革与发展和提高全行员工素质”为目标,在教育培训的形式、内容及其管理体制等方面做出了积极的尝试和创新,实现了培训责任全行化、培训管理全程化、培训内容全新化,有效提升了员工的业务能力和综合素质,推动了全行各项工作的顺利开展。     

调动员工积极性 提升核心竞争力——咸宁农行人力资源情况调查

现代银行的竞争,归根结底是人才的竞争。本文从成宁分行人力资源现状分析了人力资源管理、人员分布、岗位流动、绩效考核、人才培训等方面存在的问题和原因,提出了抓基础、抓理念、抓培训、抓考核等具体应对措施,力求达到调动员工积极性,提升核心竞争力的目的。     

How Fidelity invests in service professionals

If you're in the business of service delivery, investment in the training and development of your staff is one of the keys to your company's success. But what's the best way to design and implement your investment? In 1994, Fidelity Institutional Retirement Services Company (FIRSCo) needed to ensure that its rapidly expanding staff maintained the company's high levels of customer satisfaction. The solution, according to Ellyn McColgan, formerly an executive vice president of FIRSCo and now the president of Fidelity Investments Tax-Exempt Services Company, was to reach out to its service associates with a powerful new model for training and development called Service Delivery University. SDU is a virtual university with a content-based core curriculum and five colleges that focus on business concepts and skills. It is driven by three principles. First, all training must be directly aligned with the company's strategic and financial objectives and focused on customer needs. Second, service delivery is a profession and should be taught as such. And finally, professional development should be the primary responsibility of line managers rather than the human resources department. McColgan explains how FIRSCo overcame resistance to this sweeping change in employee education. (Time was one obstacle: each associate receives 80 hours of training per year.) In addition, the author discusses the fine art of measuring the success of a program like SDU. She finds that the company's investment has paid dividends to the staff, to the organization as a whole, and to FIRSCo's customers.     

Modeling current and emerging threats in the airport domain through adversarial risk analysis

Airports are critical infrastructures entailing intense human, commercial and economic activity. As such, they are preferred targets for criminal and terrorist groups, who are attracted by the promisingly high revenues they might get from an attack. Every year, airport authorities worldwide have to face, with limited resources, attacks arising from different adversaries. There are several sensible areas within an airport organization that are especially vulnerable to the terrorist threat, including, among others: (1) those related to human lives (of passengers or staff); (2) airport infrastructure (airport perimeter, main terminal, Air Traffic Control Tower, runways, hangars, etc.); (3) aircrafts and other ground vehicles; and (4) IT systems and services. Besides the more traditional ones, we are particularly concerned with attacks launched against the last type of targets, an emerging and increasingly worrisome threat. Specifically, we analyze the impact of cyber-attacks launched by organized groups whose main goal is to take hold of airport operations. In some cases, in order to have more chances to achieve their purpose (and take advantage of its eventual success), cyber attackers may be backed up by a terrorist group who will try to interfere with the Air Traffic Management network. In this paper, we aim at supporting airport authorities in their fight against both threats, by devising a security allocation plan. We provide an adversarial risk analysis model to address the problem, and apply it to obtain the optimal portfolio of preventive measures in an illustrative case study. The model is open to extensions, as e.g. larger and more complex technical infrastructures, new threats, or additional recovery measures deployed by different defensive agents.     

An exploration of stewardship theory in a Not-for-Profit organisation

The aim of this study is to understand the ability of stewardship theory, as compared with agency theory, to explain motivation of the staff in a Not-for-Profit (NFP) organisation. Agency theory is seen as providing an explanation of motivation in the business sector however we argue that the different cultural and organisational conditions weaken the explanatory power of agency theory in the NFP sector. In pursuing this investigation, we were mindful of Brinberg's (2009) encouragement for a more outward-looking approach to management accounting issues and in particular his call for the use qualitative research methods and to allow practice to inform theory.Interviews were conducted with staff of a NFP organisation to gauge the impact of the introduction of a bonus scheme. The interviews sought to provide answers to three questions: what is the main source of motivation in the organisation? Were tensions created in the organisation by the introduction of the bonus scheme? Was there a change in the culture of the organisation, comprising camaraderie between staff, having fun at work, trust between management and staff, and an attitude of service to clients?Practical implicationsThis finding has important implications for the management of NFPs. To maintain and improve motivation, management needs to look to the goals, or mission, of the organisation – in particular, to see that the goals include care of and service to clients.Originality/valueThe originality and value of this paper stems from the fact that the data was gather in a NFP organisation that had introduced an extrinsic reward scheme.     

论高校会计文化建设

高等院校在会计文化建设方面呈现出三个显著特征：第一,注重组织性和纪律性;第二,注重业务素养;第三,注重服务意识的培养。当前的高校会计文化虽然强调会计的服务职能,但是,却不利于高校会计人员工作积极性的提升,也使高校会计文化趋于单调。高校应采取以下措施提升其会计文化建设的水平：第一,培养会计人员的核心价值体系;第二,促进会计人员发挥其能动性;第三,收集和整理相关物品,并适时举办专题展览;第四,注重宣传财务基础知识。     

商业银行机构扁平化管理改革案例研究--以工商银行山东省莱芜市分行为例

以分支机构整合为切入点,从市场拓展、业务管理、服务监督等三个方面推进机构扁平化管理改革,是商业银行适应经营环境和客户需求变化,提升管理效能和竞争合力的重要举措。工商银行山东省莱芜市分行于2001年开始进行了机构和业务扁平化管理改革试点,在调整支行职能、优化网点布局、革新组织架构、构建一体化核算和管理会计体系、重塑服务监督机制等方面进行了系统的探索。试点取得了良好的成效,也暴露了网点管理机制尚未理顺,部室及员工绩效考核、激励办法不够完善,人才不足,教育培训需求远未满足等一系列突出的问题。本文围绕该行机构扁平化管理改革试点案例,对该行试点措施、成效及问题进行了详细的分析,并进一步探讨了下一步改革的思路,旨在为商业银行机构管理体制改革提供一份案例参考。     

西部农村地区特困儿童社会救助的实践:整合、协调与专业化

以实地调研为基础,论文指出当前西部农村地区特困儿童社会救助实践存在"多头治理、缺乏协调、救助对象覆盖不全、重资物轻服务、工作人员不足且缺乏专业性"等缺陷。为提升西部农村地区特困儿童社会救助效率,论文提出在基层政府层次上进行组织创新,设立特困儿童社会救助协调中心,以整合输入、协调输出和专业传递为原则构建西部农村地区特困儿童社会救助的实践模式。     

现代商业银行信贷资产风险管理研究

风险管理是商业银行管理的核心之一。我国商业银行风险管理的现状在职能厘定、管理机制以及队伍建设等方面都有改革的必要。因此,建立完善我国现代商业银行信贷资产风险管理体系,必须着力抓好制度、文化和人三个关键要素;同时,把握先进性原则,构建以风险控制为核心的信贷风险管理文化;把握层次性原则,探索健全风险管理机制;把握动态性原则,建立和强化信贷风险预警体系;把握渐进性原则,加强信贷风险管理信息系统建设;把握应变性原则,提高风险控制能力和信贷资产质量;把握人本性原则,带好一支高水平的信贷风险管理队伍。     

Craving for Coaching: A case study from Kwik-Fit Insurance Services

Staff retention is an industry-wide issue for call centres. It costs hundreds of thousands of pounds to recruit and train staff each year and, for reasons of customer service, productivity and profitability, it has become increasingly important to identify ways of keeping and further developing existing staff. This paper focuses on the success of the introduction of a personal development programme for staff at Kwik-Fit Insurance Services (KFIS). Craving for Coaching, a programme which enables individuals to realise how they can improve on their own performance and help achieve business goals, was introduced almost three years ago.     

加强基层央行离退休干部管理服务工作的几点思考

离退休干部是人民银行干部队伍的重要组成部分,为人民银行事业的发展做出了重要贡献。做好离退休干部管理服务工作,不断丰富充实广大离退休干部的日常生活是高效履行央行职能、实践和谐央行理念的必然要求。本文以人民银行宁夏辖区离退休干部管理工作为例,系统分析了当前基层人民银行离退休干部队伍的特点和离退休干部管理服务工作面临的主要困难与问题,并结合地区实际提出改进基层人民银行离退休干部管理工作的政策建议。     

Airport planning For a place in the future environment

There is so much at stake, economically and socially, in the building of an airport that forecasting studies and planning a long time in advance are of the greatest importance. Aircraft, airspace, airports and ground environment are parts of a system which must be analysed and planned together so as to anticipate the expanding requirements of human and freight transport.