Research On Training Optimization Of Grass-roots Employees In G Company Railway Passenger Service

The railway transportation system is divided into two important parts: passenger transportation and freight transportation.Passenger service quality is undoubtedly one of the most important business and indicators of the passenger transportation system.It is called the customer owner in the industry.With the rapid development of China’s economy and the vigorous reform of the railway system,the passenger transport system is not only to improve the hardware infrastructure,but also to meet the new requirements of the society.The level of service is the core competitiveness to show the strength of railway passenger transport,which is of great significance to railway enterprises.The G Railway Company analyzed in this paper is a representative and historic epitome of a large railway enterprise.The grass-roots employees of G company’s railway passenger transport service are also the backbone of the quality of passenger transport service.They represent the forefront of the enterprise’s face-to-face communication with passengers and directly affect the first impression of passengers on the station service.Firstly,this paper analyzes the structure and situation of grass-roots employees in passenger transport service.In the analysis of the reasons for employees’ resignation,it is found that 62% of employees leave for career development reasons.After that,the existing training system of the company was analyzed and a questionnaire survey was designed.The results showed that the general demand of employees for capacity-building courses reached 78.02%,and the demand for professional lecturers in work-related fields such as passenger psychology reached 63.4%.It is considered that on-site communication with passengers and emergency disposal are the biggest work priorities and problems at present.It shows that the focus of challenges faced by the whole passenger service site has changed from "displacement service" to "travel service",and from "opening service" to "smiling service".The corresponding training system should also be optimized.Then,according to the current job competency of grass-roots employees of G company’s passenger transport service,build a competency model in line with the reality,analyze the training needs according to the two categories of new employees and senior employees,and optimize and design the training plan,training scheme,training course,training assessment system and effect feedback.Then specify a detailed training schedule,and use the Coriolis four-level model to establish the training effect evaluation.Finally,through some pilot experiments,it can be preliminarily seen that the optimized training system for grass-roots employees of G company’s railway passenger transport service can carry out targeted training from the company’s development strategy,job needs and employees’ personal needs,improve the training quality and training effect,and its superiority and effectiveness have begun to appear.To a certain extent,it has actually solved some difficulties and problems in the training work,improved the talent environment for enterprises to improve the quality of passenger service,and provided guarantee for the strategic development of G company.