BMWChinaAssessmentCenter

DealerAftersalesManagerSelection

寶馬中國(guó)評(píng)價(jià)中心

經(jīng)銷商售后經(jīng)理甄選

HowtoselectcandidatesfortheAC?

如何對(duì)候選人進(jìn)行初選？

BMWChinaAssessmentCenterPre-selectionJan.2010BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Content

目錄AssessmentCenterBackground背景說(shuō)明AssessmentCenterProcess評(píng)價(jià)中心流程CompetencyModelofAftersalesManager售后經(jīng)理的勝任力模型Pre-selectionToolsandSkills初選工具和技巧Attachments

附件AssessmentCenterBackground

背景說(shuō)明BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

BriefingofDealerAftersalesManagerSelection經(jīng)銷商售后經(jīng)理甄選簡(jiǎn)介Inordertoincreasedealers’overallstrength,andhelpthemfindqualifiedprofessionals,BMWChinalaunchedthetheBMWChinaAssessmentCenter-DealerServiceManagerSelectionin2007.為提升整體競(jìng)爭(zhēng)優(yōu)勢(shì)，幫助經(jīng)銷商雇傭到合格的專業(yè)人才，寶馬中國(guó)在2007年啟動(dòng)了“寶馬中國(guó)評(píng)價(jià)中心－經(jīng)銷商服務(wù)經(jīng)理甄選”項(xiàng)目。InresponsetotheresetofBMWdealers’AftersalesManager,BMWChinaAssessmentCenterchangetheselectionofServiceManagerintoAftersalesManagersinceApril2010.為響應(yīng)寶馬中國(guó)對(duì)經(jīng)銷商售后經(jīng)理崗位的重新設(shè)置，寶馬中國(guó)評(píng)價(jià)中心從2010年4月開(kāi)始，將服務(wù)經(jīng)理甄選轉(zhuǎn)換為售后經(jīng)理甄選。DealerAftersalesManagerSelectioniscarriedoutbytheAC.Theassessmentprocessmainlyincludes2parts-‘Pre-selection’and‘Panelassessment’.Dealersandtheassessmentpanelconducttheselectionbasedonthe‘BMWChinaAftersalesManagerCompetencyModel’,usingprofessionalassessmentmethodsandtools.OnlythosewhopasstheACareallowedtoentreBMWdealernetwork.經(jīng)銷商售后經(jīng)理甄選利用評(píng)價(jià)中心的方式進(jìn)行，主要包括“初選”和“專家測(cè)評(píng)”兩個(gè)階段。經(jīng)銷商負(fù)責(zé)人和測(cè)評(píng)專家將會(huì)依照“寶馬中國(guó)售后經(jīng)理勝任力模型”的要求，利用專業(yè)的測(cè)評(píng)方法和工具，對(duì)售后經(jīng)理候選人進(jìn)行甄選。只有通過(guò)評(píng)價(jià)中心的候選人才能夠被批準(zhǔn)進(jìn)入經(jīng)銷商網(wǎng)絡(luò)。Note:formorebackgroundinformation,pleaseseeappendix1:BMWChinaAssessmentCenterOverviewBrochure’備注：其他相關(guān)背景信息，詳見(jiàn)“附件1：寶馬中國(guó)評(píng)價(jià)中心簡(jiǎn)介手冊(cè)”。BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

ObjectivesandmethodsofASMPre-selection售后經(jīng)理初選的目的和方式TheACconsistsofseveralprofessionalassessmentsteps,ofwhichthepre-selectionisacrucialpart.Candidatesshouldpassthepre-selectionbeforetheyaresenttothepanelassessment.評(píng)價(jià)中心指一系列專業(yè)測(cè)評(píng)流程的組合，初選是整個(gè)甄選過(guò)程中一個(gè)必不可少的環(huán)節(jié)，售后經(jīng)理候選人需要在通過(guò)初選之后，才能由所屬經(jīng)銷商推薦參加正式的專家測(cè)評(píng)。Thepre-selectioniscarriedoutbydealers.Thismaterialprovideswithcompleteguidanceforpre-selection,includingpre-selectionprocess,criteriaandtoolmethods,fordealerGMs’andHRpersons’reference.候選人的初選由經(jīng)銷商自行進(jìn)行，本資料提供了關(guān)于初選過(guò)程的全部指導(dǎo)，具體包括：初選流程、標(biāo)準(zhǔn)和工具的使用方法等，供經(jīng)銷商負(fù)責(zé)人和人力資源專業(yè)人員參考。AssessmentCenterProcess

評(píng)價(jià)中心流程BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcess

評(píng)價(jià)中心流程AssessmentCenterProcessOverview評(píng)價(jià)中心流程概覽AssessmentCenteroverallflowchart評(píng)價(jià)中心整體流程圖Flowchartbysteps評(píng)價(jià)中心分階段流程圖Pre-selectionprocess初選流程PanelAssessmentprocess專家測(cè)評(píng)流程Foreigncandidateassessmentprocess外國(guó)候選人測(cè)評(píng)流程Content此部分包含的主要內(nèi)容：BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessOverview

評(píng)價(jià)中心流程概覽Assessmentforbest-fitsourcestofilljobsandassignments對(duì)候選人進(jìn)行評(píng)價(jià)，找到滿足工作和任務(wù)需求的最佳資源Selectiondecisionsbasedoncommitteeconsensusbase在委員會(huì)多數(shù)意見(jiàn)的基礎(chǔ)上做出甄選決策Assessmentprocessfacilitationandadministration評(píng)價(jià)過(guò)程的推行與管理IntersectsatDealerAftersalesManagerSelection

在經(jīng)銷商售后經(jīng)理甄選過(guò)程中交叉進(jìn)行經(jīng)銷商通過(guò)以下標(biāo)準(zhǔn)篩選申請(qǐng)者:教育背景工作經(jīng)驗(yàn)美世提供在線的認(rèn)知能力測(cè)驗(yàn)(考察數(shù)學(xué)推理能力)簡(jiǎn)歷篩選認(rèn)知能力測(cè)驗(yàn)專業(yè)知識(shí)測(cè)驗(yàn)經(jīng)銷商總經(jīng)理主持面試，確定候選人面試專家測(cè)評(píng)初選材料勝任力模型評(píng)價(jià)工具溝通材料信息管理表格邀請(qǐng)候選人、寶馬中國(guó)、經(jīng)銷商通過(guò)/失敗通知評(píng)價(jià)過(guò)程初選資料學(xué)習(xí)準(zhǔn)備工作溝通評(píng)估結(jié)果確定計(jì)分討論決策評(píng)價(jià)候選人信息評(píng)價(jià)記錄后備名單管理信息管理報(bào)告在多重評(píng)價(jià)結(jié)果基礎(chǔ)上生成評(píng)價(jià)報(bào)告寶馬中國(guó)提供測(cè)評(píng)工具美世提供測(cè)驗(yàn)的網(wǎng)上平臺(tái)角色扮演行為事件訪談15FQ+人格測(cè)驗(yàn)商業(yè)模擬其他初選資料學(xué)習(xí)BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessOverview(Con’t)

評(píng)價(jià)中心流程概覽（續(xù)）Mercerprovidestoolsandadministrationduringtheprocess在此過(guò)程中美世提供測(cè)評(píng)工具并進(jìn)行管理PrimaryOwner主要負(fù)責(zé)方EstimatedTime預(yù)計(jì)時(shí)間Majoractivities主要活動(dòng)JobPostingandResumeScreening刊登招聘廣告和簡(jiǎn)歷篩選Dealer經(jīng)銷商5.5weeks(onlyforreference)5周半（供參考）Jobposting發(fā)布職位廣告Resumescreening簡(jiǎn)歷篩選Pre-SelectionMaterialStudy&Training初選資料學(xué)習(xí)及培訓(xùn)Dealer經(jīng)銷商3.5weeks(onlyforreference)3周半（供參考）Onlinetechnicalknowledgetest在線專業(yè)知識(shí)測(cè)驗(yàn)Onlinecognitiveabilitytest在線認(rèn)知能力測(cè)驗(yàn)Interview面試SubmitResultsandEnrolment提交結(jié)果與報(bào)名Mercer/BMWChina美世/寶馬中國(guó)1-2Days(dependsonnumberofcandidates)1-2天（取決于候選人數(shù)量）Roleplay角色扮演Behavioraleventinterview行為事件訪談Businesssimulation商業(yè)模擬15FQ+人格測(cè)驗(yàn)Onlinecognitiveabilitytest在線認(rèn)知能力測(cè)驗(yàn)

EnglishandComputerTests英語(yǔ)和計(jì)算機(jī)測(cè)驗(yàn)Assessmentdiscussion評(píng)價(jià)結(jié)果討論All所有參與方WriteAssessmentReports評(píng)價(jià)報(bào)告撰寫SubmitAssessmentReports測(cè)評(píng)報(bào)告提交

Upload&DownloadReports上傳和下載報(bào)告

Providefeedback提供反饋Probationevaluation試用期評(píng)估Stage1Pre-Selection第一階段初選Stage2PanelAssessment第二階段專家測(cè)評(píng)Stage3Feedback第三階段反饋5.5weeks(onlyforreference)5周半（供參考）BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterOverallFlowChart

評(píng)價(jià)中心整體流程圖DEALER經(jīng)銷商BMW寶馬MERCER美世Shareannualdealeropeningandhiringplan分享年度經(jīng)銷店開(kāi)張和雇傭計(jì)劃7monthsbeforestoreopening在經(jīng)銷店開(kāi)業(yè)前7個(gè)月3monthsbeforestoreopening在經(jīng)銷店開(kāi)業(yè)前3個(gè)月Setannualpre-selectiontraining&assessmentschedule設(shè)立年度初選培訓(xùn)和專家測(cè)評(píng)排期計(jì)劃SendthescheduletoBMWChinaanddealers向?qū)汃R中國(guó)和經(jīng)銷商提交排期表Jobposting&resumescreening發(fā)布職位廣告&簡(jiǎn)歷篩選Pre-selectiontestsandinterview初選測(cè)驗(yàn)和面試Panelassessment專家測(cè)評(píng)Studythepre-selectionmaterialsbyschedule按照計(jì)劃進(jìn)行初選資料學(xué)習(xí)Provideassessmentresultandreport提供結(jié)果和反饋報(bào)告Hiringdecision雇傭決策FeedbacksandOn-board結(jié)果反饋與上崗工作4.5monthsbeforestoreopening在經(jīng)銷店開(kāi)業(yè)前4.5個(gè)月BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessFlow-1.JobPostingandResumeScreening評(píng)價(jià)中心流程圖-1.刊登招聘廣告和簡(jiǎn)歷篩選3weeks3周2weeks2周DEALER經(jīng)銷商0.5week0.5周PostJobAd招聘信息發(fā)布CollectResume收集簡(jiǎn)歷ResumeScreening篩選簡(jiǎn)歷StudyPre-SelectionMaterialaccordingtotheschedule按照計(jì)劃學(xué)習(xí)初選資料BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessFlowChart-2.Pre-selection

評(píng)價(jià)中心流程圖-2.初選

DEALER經(jīng)銷商MERCER美世1week1周1.5week1.5周1week1周InformBMWChina&Mercerregardingthecandidatelist通知寶馬中國(guó)和美世新的候選人名單Pass通過(guò)?Informthecandidates通知候選人No否ProvideOnlinePassword提供在線測(cè)驗(yàn)密碼OnlineCognitiveAbilitytest在線認(rèn)知能力測(cè)試OnlineTechnicalKnowledgetest在線測(cè)試專業(yè)知識(shí)HoldInterviewsandalsosubmitResults主持面試并提交面試結(jié)果SubmitPre-SelectioncandidatelisttoBMWChinaandMercer向?qū)汃R中國(guó)和美世提交通過(guò)初選的候選人名單Yes是CandidateListManagement管理候選人名單SendRejectionLetter發(fā)拒信SubmitCAROnline在線提交CARBMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessFlowChart-3.PanelAssessment

評(píng)價(jià)中心流程圖-3.專家測(cè)評(píng)BMW寶馬MERCER美世Yes是No否ManagecandidateList管理候選人名單Enoughcandidates足夠的候選人？PrepareforPanelAssessment籌劃專家測(cè)評(píng)WaitforthenextroundofPanel等待下次專家測(cè)評(píng)Askcandidatestoconfirm請(qǐng)候選人進(jìn)行確認(rèn)EnoughCandidates足夠的候選人？Yes是No否OrganizePanelAssessorCommittee組織評(píng)價(jià)委員會(huì)Drawuptimetableandgrouplists制定時(shí)間表和分組名單Inviteassessorsandcandidatesandalsotoconfirmattendance向候選人和評(píng)估師發(fā)出邀請(qǐng)并確認(rèn)出席Welcomespeech&Briefingfortheday歡迎致辭及簡(jiǎn)單介紹當(dāng)日測(cè)評(píng)內(nèi)容RolePlay角色扮演BusinessSimulation商業(yè)模擬BEI行為事件訪談TechnicalKnowledgeTest專業(yè)知識(shí)測(cè)驗(yàn)15FQ+人格測(cè)驗(yàn)CognitiveAbilityTest認(rèn)知能力測(cè)驗(yàn)EnglishandComputertest英語(yǔ)和計(jì)算機(jī)水平測(cè)驗(yàn)2weeks2周1week1周1week1周1–2Days1–2天Assessordiscussion

andconfirmtheresults測(cè)評(píng)委員會(huì)討論并確定候選人評(píng)價(jià)結(jié)果BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessFlowChart-4.Feedback

評(píng)價(jià)中心流程圖-4.反饋BMW寶馬MERCER美世2Days2天1week1周1week1周DEALER經(jīng)銷商ConsolidateACResults匯總測(cè)評(píng)結(jié)果SubmitReportstoBMWChinaanduploadtoDealers向?qū)汃R中國(guó)提交報(bào)告并同時(shí)上傳給經(jīng)銷商ForwardReportstoBMWChinaRMs轉(zhuǎn)發(fā)報(bào)告給寶馬中國(guó)區(qū)域經(jīng)理CommunicatethecontentofreportsandprovideFeedbackaccordingly溝通報(bào)告內(nèi)容并給予反饋溝通報(bào)告內(nèi)容并給予反饋3Weeks3周SubmitACResults提交測(cè)評(píng)結(jié)果WriteACReports撰寫測(cè)評(píng)報(bào)告ApproveFinalResults審批最終結(jié)果InformDealersRegardingACResults通知經(jīng)銷商結(jié)果OfficiallyOnBoard候選人正式上崗工作ProbationEvaluation試用期評(píng)估Passed?Yes是6-monthofProbationPeriod候選人進(jìn)入半年試用期CurrentACResultsareexpired此次測(cè)評(píng)結(jié)果作廢No否After6Months6個(gè)月后BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

AssessmentCenterProcessFlowChart-foreigncandidateassessmentprocess

評(píng)價(jià)中心流程圖-外國(guó)候選人測(cè)評(píng)流程

DEALER經(jīng)銷商BMW寶馬MERCER美世2week2周2week2周2week2周3week3周1week1周Headhunterorganizes

technicalknowledgetestandIRTtest

獵頭公司組織候選人進(jìn)行專業(yè)知識(shí)測(cè)驗(yàn)和認(rèn)知能力測(cè)驗(yàn)Pass?

通過(guò)?SubmitcandidatelisttoMercerandBMWChina

向美世和寶馬提交候選人名單ApplytoMercerforvideoassessment

向美世申請(qǐng)視頻測(cè)評(píng)Approved

批準(zhǔn)?Pass?

通過(guò)?Telephoneorvideointerview

電話或視頻面試PanelAssessmentcommitteeapprovalonvideoassessment

評(píng)價(jià)委員會(huì)討論是否同意進(jìn)行視頻測(cè)評(píng)CandidatesParticipatePanelAssessment

inChina

候選人來(lái)中國(guó)參加專家測(cè)評(píng)Videopanelassessment

候選人參加視頻方式的專家測(cè)評(píng)No

否Cannot

participate

panel

assessment

inChina

如果無(wú)法來(lái)中國(guó)參加專家測(cè)評(píng)?Pre-selection

初選階段PanelAssessment

專家測(cè)評(píng)階段CompetencyModelofAftersalesManager

售后經(jīng)理的勝任力模型BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

CompetencyModel–AftersalesManager

售后經(jīng)理勝任力模型AftersalesManagercompetencymodel售后經(jīng)理勝任力模型Five“excellence”rolesofAftersalesManager

售后經(jīng)理的五個(gè)“卓越”角色Definitionofcompetencyitemsandsampleofbehaviouralindicators勝任力要素定義和行為指標(biāo)示例Sampleoflevelofimportanceandproficiency重要性和掌握程度示例Technicalknowledgerequirement專業(yè)知識(shí)要求Criteriaofdifferentlevelsofproficiency掌握程度的分級(jí)標(biāo)準(zhǔn)Assessmenttoolsforeachcompetencyitem勝任力要素與測(cè)評(píng)工具匹配Panelassessmentcriteria專家測(cè)評(píng)標(biāo)準(zhǔn)Content此部分包含的主要內(nèi)容：BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

CompetencyModel–AftersalesManager

售后經(jīng)理勝任力模型Note:formoreinformationofAftersalesManagercompetencymodel,pleaseseeappendix2:BMWChinaDealerAftersalesManagerCompetencyModel’備注：經(jīng)銷商售后經(jīng)理勝任模型的詳細(xì)內(nèi)容，詳見(jiàn)“附件2：寶馬中國(guó)經(jīng)銷商售后經(jīng)理勝任力模型”。Aftersalesmanagerroles售后經(jīng)理角色Competencyitems勝任力要素Managementexcellence管理卓越Teamexcellence團(tuán)隊(duì)卓越

Serviceexcellence服務(wù)卓越Commercialexcellence商業(yè)卓越Operationexcellence運(yùn)營(yíng)卓越BusinessOperation商業(yè)運(yùn)作BusinessResultOrientation

關(guān)注業(yè)務(wù)經(jīng)營(yíng)結(jié)果…………………………Definitionsandbehaviouralindicators勝任力定義和行為指標(biāo)Definition:定義：……Behaviouralindicators:行為指標(biāo)：…………Levelofimportanceandproficiency重要性水平和精通程度…………BusinessOperation商業(yè)運(yùn)作1CompetencyItem勝任力要素精通程度ProficiencyLevel重要性水平ImportanceLevel12345123Technicalknowledgerequirement專業(yè)知識(shí)要求Competencyrequirement勝任力要求BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Five“excellence”rolesofAftersalesManager

售后經(jīng)理的五個(gè)“卓越”角色I(xiàn)ndividualCompetenciesatPersonallevel個(gè)人勝任力要求ManagementExcellenceStrategicThinkingSystematicAnalysis/ProblemSolvingManagementExcellence管理卓越CommercialExcellence商業(yè)卓越BusinessOperation商業(yè)運(yùn)作BusinessResultOrientation關(guān)注業(yè)務(wù)經(jīng)營(yíng)結(jié)果ServiceExcellence服務(wù)卓越CustomerFocus關(guān)注客戶CommunicationwithInfluence溝通與影響TeamExcellence團(tuán)隊(duì)卓越PeopleDevelopment

發(fā)展他人TeamBuilding團(tuán)隊(duì)建設(shè)OperationExcellence運(yùn)營(yíng)卓越OperationOptimization

運(yùn)營(yíng)卓越Collaboration

協(xié)調(diào)合作AchievementMotivation

成就導(dǎo)向StressManagement承受壓力Initiative積極主動(dòng)StrategicThinking戰(zhàn)略思維SystematicThinking/ProblemSolving系統(tǒng)思維/解決問(wèn)題BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Definitionandindicatorofcompetencyitems(example)勝任力要素的定義和行為特征（示例）Competencyitems勝任力要素Behaviouralindicators行為特征CommunicationwithInfluence溝通與影響Listens,interpretsandconveysinformationinaclearandaccuratemannerwiththeabilityinindividualinfluencethattobeflexibleinhandlingdifferentcommunicationissues,aswellastoeffectivelymanagerelationshipwithotherswiththeabilityinproblemsolving.利用清晰、準(zhǔn)確的聆聽(tīng)、解釋和傳達(dá)信息，以及個(gè)人影響力，靈活應(yīng)對(duì)各種溝通情景、有效管理與他人關(guān)系、促進(jìn)問(wèn)題解決的能力。?Listenscarefullyandunderstandsthemeaninganditsimplications,givesfeedbackwhenappropriate.親和力強(qiáng)，善于傾聽(tīng)、理解他人的觀點(diǎn)和隱含的意圖，能夠在適當(dāng)?shù)臅r(shí)候給予反饋?Explainstheinformationclearlyandverifiestheunderstandingofagreements,issues,orrequirementstopreventmiscommunication.表達(dá)清晰且準(zhǔn)確，積極尋求他人的意見(jiàn)和需求等反饋信息以避免誤解?Choosesandadoptsappropriatecommunicationmethodsaccordingtopurpose,environmentandaudience.根據(jù)溝通目的、情景和對(duì)象，選擇并調(diào)整適合的溝通方式、方法和技巧?Stayscalmandcomposedwhenfacingproblemsandconflicts.Capableofidentifyingkeyaudienceandsuitablecommunicationopportunities.Beabletopersuadeothersbyusingappropriatemethodsandotherrelatedsupportingresources.沉著、冷靜地面對(duì)沖突和矛盾，善于發(fā)現(xiàn)關(guān)鍵溝通對(duì)象與合適的溝通機(jī)會(huì)，利用恰當(dāng)?shù)姆椒ê唾Y源支持說(shuō)服他人?Anticipatesthereactionsfromothersandtobepreparedinadvance.Createsapositiveandharmoniouscommunicationatmosphere.預(yù)見(jiàn)他人的反應(yīng)并提前作準(zhǔn)備，營(yíng)造積極和諧的溝通氛圍?……BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Eachitemhaslevelofimportanceandlevelofproficiency(Sample)

每個(gè)項(xiàng)目都有重要性和精通程度設(shè)定（示例）OperationOptimization運(yùn)營(yíng)卓越PeopleDevelopment

發(fā)展他人CommunicationwithInfluence

溝通與影響54321321CompetencyItem

勝任力要素Levelofproficiency精通程度Importancelevel

重要性水平:Basicrequirement基本要求:Qualifiedrequirement合格的要求

BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Technicalknowledgeisamust

具備專業(yè)知識(shí)是售后經(jīng)理成功的必要條件EnglishKnowledge:oral,written.reading.英語(yǔ)知識(shí)：口語(yǔ)、書寫、閱讀Timemanagement時(shí)間管理Environmentalprotectionandgarbagedisposal環(huán)境保護(hù)和垃圾處理的知識(shí)Knowledgeinhealthandsafetyregulations健康和安全規(guī)章的知識(shí)Knowledgeaboutpartsandaccessories關(guān)于零部件和附件的知識(shí)BMWKnowledgeaboutserviceorganization/processes有關(guān)寶馬服務(wù)組織/流程的知識(shí)Knowledgeaboutserviceorganization/processes

關(guān)于服務(wù)組織/流程的知識(shí)Knowledgeaboutlayoutandsetupofworkshop車間的布局和建設(shè)知識(shí)BMWIT寶馬的信息技術(shù)IT-Experience(MS-Office,Host-Application)信息技術(shù)經(jīng)驗(yàn)（辦公軟件、主機(jī)應(yīng)用）Knowledgeoflegalissues法律知識(shí)Marketing/PRknowledge

市場(chǎng)營(yíng)銷/公關(guān)知識(shí)

Knowledgeofbusinessmanagement商業(yè)管理知識(shí)BMWMotorvehicletechnicalknowledge

寶馬汽車技術(shù)知識(shí)

MotorvehicletechnicalknowledgeinPremium(MB,Audi,Lexus,Porsche,Volvo,Jag)高端品牌汽車（梅塞德斯奔馳、奧迪、雷克薩斯、保時(shí)捷、沃爾沃、美洲虎）的技術(shù)知識(shí)

54321Competencyitem勝任力要素Levelofproficiency精通程度:Basicrequirement基本要求:Qualifiedrequirement合格的要求

BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Criteriaofdifferentlevelsofproficiency

掌握程度的分級(jí)標(biāo)準(zhǔn)CompetencyLevel勝任力等級(jí)StagesRepresented代表程度ScalingCriteria分級(jí)標(biāo)準(zhǔn)5Leading&innovationstage引導(dǎo)和創(chuàng)新階段?Widelyrecognizedasexpert被看作領(lǐng)域內(nèi)的專家?Demonstratesleadingcapability具有領(lǐng)導(dǎo)能力?Actasrolemodel,spreadknowledge,skillsandknowhowthroughdevelopingpeople能夠作為他人的榜樣，通過(guò)發(fā)展員工來(lái)傳播知識(shí)、技能和方法?Abletoresolvemostcomplexproblems可以解決絕大多數(shù)復(fù)雜問(wèn)題?Insightfulofthedevelopmenttrendofknowledge,skillsandknowhow能夠洞察知識(shí)、技能和方法的發(fā)展趨勢(shì)?Innovativeapplicationofknowledge,skillsandknowhow能創(chuàng)新性地應(yīng)用知識(shí)、技能和方法4Guidingstage指導(dǎo)階段?Demonstratesprofoundlevelofcapability具有較高的能力水平?Comprehensiveunderstandingofknowledge,skillsandknowhow全面掌握工作所需的知識(shí)、技能和方法?Abletoresolvecomplexproblems可以解決一些復(fù)雜問(wèn)題?Knowledge,skillsandknowhowspreadthroughmentoring,guidanceandtraining,etc能通過(guò)指導(dǎo)、引導(dǎo)和培訓(xùn)向他人傳播知識(shí)、技能和方法3ExpandingStage

發(fā)展階段?Demonstratesbasiclevelofcapability達(dá)到基本的能力要求?Abletoapplytheabilities,knowledgeandskillsrequired,independently可以獨(dú)立應(yīng)用技能、知識(shí)和方法?Abletoresolvedifficultproblems能夠解決工作中的某些難題?Abletosharewithothersonknowledge,experienceandknowhow可以和他人分享知識(shí)、經(jīng)驗(yàn)和方法2ApplicationStage應(yīng)用階段?Extensiveawarenessofknowledge,skillsandknowhowrequired具有與工作相關(guān)的知識(shí)、技能和方法?Abletoresolvesimpleandroutineproblems,cangetchallengingjobdoneunderguidance可以解決簡(jiǎn)單和例常的問(wèn)題，能夠在指導(dǎo)下完成具有挑戰(zhàn)性的工作1LearningStage學(xué)習(xí)階段?Entrylevel入門水平?Onlyhaveconceptualandinsufficientknowledge,skillsandknowhowrequired了解概念、具備有限的知識(shí)、技能和方法?Needsextensiveguidanceatwork工作完成過(guò)程中需要他人的指導(dǎo)BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Assessmenttoolsaredevelopedtoassessrelevantcompetencyitems

多種評(píng)價(jià)工具分別測(cè)評(píng)各項(xiàng)素質(zhì)要素Note備注:Exceptforaboveassessmenttools,thereisaTechnicalKnowledgeTestprovidedbyBMWChinatotestcandidates’technicalknowledge.ThetestwillcoverallknowledgerequirementsforASM.除上述測(cè)評(píng)工具以外，為考察候選人的專業(yè)知識(shí)水平，還設(shè)置了由寶馬中國(guó)提供的專業(yè)知識(shí)測(cè)驗(yàn)。該測(cè)驗(yàn)將涵蓋對(duì)售后經(jīng)理的所有知識(shí)要求。

RolePlay1RolePlay2BEIBusinessSimulation15FQ+GRT/IRTCustomerFocusxxx

x

CommunicationwithInfluencexx

xxx

Collaboration

x

x

SystematicThinking/ProblemSolvingx

x

xx

xBusinessOperation

xx

StrategicThinking

x

PeopleDevelopmentxx

x

TeamBuilding

x

x

OperationOptimization

x

Businessresultorientationxxx

Initiative

x

x

AchievementMotivation

x

x

StressManagementx

x

x

BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

PanelAssessmentCriteria

專家測(cè)評(píng)標(biāo)準(zhǔn)Pre-selectionToolsandSkills

初選工具和技巧BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Pre-selectiontoolsandskills

初選工具和技巧Pre-selectionstepsandprocess初選步驟與流程Pre-selectiontoolsandtheirusingmethods初選工具和使用方法CareerAccomplishmentRecord工作成就記錄Technicalknowledgetest專業(yè)知識(shí)測(cè)驗(yàn)Reasoningtest認(rèn)知能力測(cè)驗(yàn)Structuredbehaviouralinterview結(jié)構(gòu)化行為訪談Content此部分包含的主要內(nèi)容：BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Pre-selectionComponent

初選步驟與流程1ResumeScreening:CareerAccomplishmentRecord

簡(jiǎn)歷篩選：工作成就記錄2TechnicalKnowledgeTest專業(yè)知識(shí)測(cè)驗(yàn)3CognitiveAbilityTest認(rèn)知能力測(cè)驗(yàn)4Interview:StructuredBehaviouralInterview面試：結(jié)構(gòu)化行為訪談Rules規(guī)則:Thecandidateswillbeassessedaccordingtothefollowingsteps根據(jù)下列步驟對(duì)候選人進(jìn)行評(píng)估Theassessmentresultwilldeterminetheeligibilityfornextassessment評(píng)估結(jié)果將決定候選人是否具有進(jìn)入下一步的資格Thosewhopassallpre-selectionassessmentswillbeeligibleforPanelAssessment通過(guò)初選評(píng)估的候選人有資格進(jìn)一步接受專家測(cè)評(píng)BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Objectives,criteriaandtoolsofresumescreening

簡(jiǎn)歷篩選的目的、標(biāo)準(zhǔn)和工具Objectives簡(jiǎn)歷篩選目的ResumeScreeningisusedtoscreenapplicant’sresumeaccordingtotheselectioncriteriabyBMWChina.Qualifiedapplicantsareeligibleforfurtherassessment–TechnicalKnowledgeTest簡(jiǎn)歷篩選是指根據(jù)寶馬中國(guó)的甄選標(biāo)準(zhǔn)篩選申請(qǐng)者簡(jiǎn)歷的過(guò)程，合格的申請(qǐng)者將有資格進(jìn)入下一輪評(píng)價(jià)—專業(yè)知識(shí)測(cè)驗(yàn)Criteria篩選標(biāo)準(zhǔn)Educationbackground:collegedegreeorabove教育背景：大專以上Workexperience:Auto-relatedexperience-5yearsorabove;Managementexperienceinaftersalesarea-3yearsorabove工作經(jīng)歷：汽車行業(yè)經(jīng)驗(yàn)5年以上；售后服務(wù)領(lǐng)域內(nèi)的管理經(jīng)驗(yàn)3年以上Tools篩選工具CareerAccomplishmentRecord工作成就記錄Resumescreeningguide簡(jiǎn)歷篩選指導(dǎo)手冊(cè)Resumescreeningcriteria簡(jiǎn)歷篩選標(biāo)準(zhǔn)Note:forspecificinformationofselectiontools,pleaseseeappendix3:resumescreeningtoolbundle備注：篩選工具的具體內(nèi)容，詳見(jiàn)“附件3：簡(jiǎn)歷篩選工具包”。BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

CareerAccomplishmentRecord

工作成就記錄主要特點(diǎn)Surveypastaccomplishmentsofcandidatesastheyrelatetodimensionsofworkthatarepartofeffectiveperformance調(diào)查候選人過(guò)去的工作成就，這些成就是候選人過(guò)去工作績(jī)效的重要組成部分Includeswrittenstatementofaccomplishment,whenittookplace,anyrecognition,andverification包括書面成就陳述，成就發(fā)生的地點(diǎn)、任何相關(guān)獎(jiǎng)勵(lì)和證明Emphasisonbehaviorsratherthanachievements強(qiáng)調(diào)行為而非成就事件本身CareerAccomplishmentRecords(CAR)工作成就記錄Astructureddescriptionofeducationbackgroundandworkexperience,including:personalbackground,workexperience,educationbackgroundandworkaccomplishment是對(duì)教育背景和工作經(jīng)歷進(jìn)行的結(jié)構(gòu)化概述，共四部分構(gòu)成：個(gè)人背景信息、工作經(jīng)歷、教育背景和工作成就Itneedson-linesubmit候選人需要在線填寫Note:formoreinformationofhowtosubmitaWARonline,pleaseseeappendix5:BMWChinaAC-DealerAftersalesManagerSelection-Enrolmentinstructions備注：在線填寫工作成就記錄的方法，詳見(jiàn)“附件5：寶馬中國(guó)評(píng)價(jià)中心-經(jīng)銷商售后經(jīng)理甄選報(bào)名流程指南”。BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Objectives,criteriaandtoolsofTechnicalKnowledgeTest

專業(yè)知識(shí)測(cè)驗(yàn)的目的、標(biāo)準(zhǔn)和工具Objectives專業(yè)知識(shí)測(cè)驗(yàn)?zāi)康腡hetechnicalknowledgetestaimsattestingcandidates’technicalknowledgeandskilllevel.ThetestisdesignedbasedontherelatedrequirementsinAftersalesManagercompetencymodel.Forthosecandidateswhodonotpassit,theirGMswillreceiveareminder.Basedonthat,dealersdecidewhethertosendthecandidatestotheassessment.專業(yè)知識(shí)測(cè)驗(yàn)?zāi)康脑谟诳疾焓酆蠼?jīng)理候選人的專業(yè)知識(shí)和技能水平，測(cè)驗(yàn)基于售后經(jīng)理勝任力模型中專業(yè)知識(shí)的要求設(shè)定參考標(biāo)準(zhǔn)，對(duì)于測(cè)驗(yàn)結(jié)果未達(dá)到參考標(biāo)準(zhǔn)的候選人，其所屬經(jīng)銷商將會(huì)收到提示，由經(jīng)銷商自行決定是否允許此候選人進(jìn)入下一環(huán)節(jié)的測(cè)評(píng)Criteria測(cè)驗(yàn)通過(guò)的標(biāo)準(zhǔn)8pointsinautomotivepart汽車項(xiàng)8分25pointsintotal總分25分Tools工具Technicalknowledgetest專業(yè)知識(shí)測(cè)驗(yàn)Note:candidatesneedtotakethetechnicalknowledgetestonline.Formoreinformationofhow,pleaseseeappendix5:BMWChinaAC-DealerAftersalesManagerSelection-Enrolmentinstructions備注：專業(yè)知識(shí)測(cè)驗(yàn)需要候選人在線完成，關(guān)于在線系統(tǒng)的使用方法詳見(jiàn)“附件5：寶馬中國(guó)評(píng)價(jià)中心-經(jīng)銷商售后經(jīng)理甄選報(bào)名流程指南”。Mediumleveldifficulty中級(jí)水平題Q:WhichofthefollowingdescriptionsisWRONGaboutbrakingliquid?BrakingliquidiscorrosivetopaintItisasaprinciplerequiredabrakingliquidwithlowcondensationpointandhighboilingpointBoilingpointofbrakingliquidwillbeloweredafterabsorptionofhumidityMadefrombasicallysimilarchemicalcomposition,variousbrakingliquidscanbemixed下列有關(guān)制動(dòng)液的描述中哪一項(xiàng)是錯(cuò)誤的：制動(dòng)液對(duì)油漆有腐蝕性一般要求制動(dòng)液凝點(diǎn)低,對(duì)沸點(diǎn)高制動(dòng)液吸收水分后沸點(diǎn)會(huì)降低各種制動(dòng)液化學(xué)成份基本是一致的,所以原則上可以相互混合使用

BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

TechnicalKnowledgeTest:ItemSample

專業(yè)知識(shí)測(cè)驗(yàn)：題目示例BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Objectives,criteriaandtoolsofreasoningtest

認(rèn)知能力測(cè)驗(yàn)的目的、標(biāo)準(zhǔn)和工具Objectives認(rèn)知能力測(cè)驗(yàn)?zāi)康腞easoningtestaimsattestingcandidates’languageandmathreasoningability.Thereisnobottomlineofthistest.Allcandidatescangoontothenextstep(iftheyhavepassedthetechnicalknowledgetest).認(rèn)知能力測(cè)驗(yàn)?zāi)康脑谟诳疾焓酆蠼?jīng)理候選人的言語(yǔ)和數(shù)學(xué)推理能力，該測(cè)驗(yàn)沒(méi)有設(shè)定通過(guò)標(biāo)準(zhǔn)，所有參加過(guò)該測(cè)驗(yàn)（在此測(cè)驗(yàn)之前也完成了專業(yè)知識(shí)測(cè)驗(yàn)）的候選人均可進(jìn)入下一環(huán)節(jié)的測(cè)試Criteria參考標(biāo)準(zhǔn)N/A無(wú)Tools工具InternetReasoningTest2(IRT2)網(wǎng)絡(luò)版推理測(cè)驗(yàn)Note備注：

1.Candidatesneedtotakethistestonline.Formoreinformationofhow,pleaseseeappendix5:BMWChinaAC-DealerAftersalesManagerSelection-Enrolmentinstructions認(rèn)知能力測(cè)驗(yàn)需要候選人在線完成，關(guān)于在線系統(tǒng)的使用方法詳見(jiàn)“附件5：寶馬中國(guó)評(píng)價(jià)中心-經(jīng)銷商售后經(jīng)理甄選報(bào)名流程指南”。2.ThistestisprovidedbyChinaSelectLtd,.Foroperationinstructions,pleasecalMs.Hu/Zhang)該測(cè)試由善擇公司提供，具體操作，請(qǐng)聯(lián)系010－68573691（胡女士或張女士）獲取電話培訓(xùn)BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

InternetReasoningTest2(IRT2)

網(wǎng)絡(luò)版推理測(cè)驗(yàn)（IRT2）Characteristics主要特點(diǎn)Quickscreening-takesonly8minutestocomplete快速篩選：只需8分鐘便可完成‘Semi-supervised’on-lineadministration“部分監(jiān)控”的在線管理方式Itemswillbedisplayedrandomly隨機(jī)呈現(xiàn)題目Supportedbylargeitembank擁有大量可選題目Objectivedatascores分?jǐn)?shù)客觀InternetReasoningTest2(IRT2)

網(wǎng)絡(luò)版推理測(cè)驗(yàn)IRT2isforpre-selection.Itincludes2parts:languageandmathreasoningtest.IRT2是用于初選的網(wǎng)絡(luò)版推理測(cè)驗(yàn)，包括言語(yǔ)推理和數(shù)字推理2個(gè)分測(cè)驗(yàn)It’sanon-linetest候選人需要在線完成BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

ItemSample

題目示例BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

ItemSample(cont.)

題目示例（續(xù)）BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

ItemSample(cont.)

題目示例（續(xù)）BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

ReportSample

報(bào)告示例IRT2Profile*SampleIRT2報(bào)告示例*Agroupsummaryreportwillbemoreappropriateinscreeningcase小組報(bào)告將為候選人篩選提供更多信息。Test測(cè)驗(yàn)RawScore原始分No.Attempted答題數(shù)Low低Mid中High高%百分位數(shù)VerbalReasoning

語(yǔ)言分析推理NumericalReasoning數(shù)字分析推理BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Objectives,criteriaandtoolsofinterview

面試的目的、標(biāo)準(zhǔn)和工具Objectives面試目的Pre-selectioninterviewaimsatgettingafirstoverallunderstandingofcandidates’competencylevel.DealerGMsorHRpersonscarryouttheinterviewusingthestandardizedtools初選階段面試的目的在于初步全面地了解候選人的勝任力水平，經(jīng)銷商總經(jīng)理或人力資源負(fù)責(zé)人將使用標(biāo)準(zhǔn)化的工具對(duì)候選人進(jìn)行面試Thedealerwillrecommendthecandidatetoparticipateinthepanelassessmentafterthedealerhassystematicallyevaluatedthecandidate’sperformanceininterviewandallotherassessmentresults.經(jīng)銷商應(yīng)根據(jù)候選人在面試中的表現(xiàn)、結(jié)合該候選人其他所有測(cè)驗(yàn)結(jié)果，綜合考慮是否推薦候選人參加專家測(cè)評(píng)Criteria通過(guò)標(biāo)準(zhǔn)EvaluatedbydealerGMsandHRpersons由經(jīng)銷商總經(jīng)理或人力資源負(fù)責(zé)人自行掌握Tools面試工具Structuresbehaviouralinterviewguide結(jié)構(gòu)化行為訪談提綱Interviewguide訪談指導(dǎo)手冊(cè)RecommendationForm推薦表Note:formoreinformation,pleaseseeappendix4:interviewtoolbundle備注：面試工具的具體內(nèi)容，詳見(jiàn)“附件4：面試工具包”。BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

WhatisStructuredBehaviouralInterview

什么是結(jié)構(gòu)化行為訪談Interviewconductedinlinewithasetformat&standardsetofquestions

是一種利用一系列格式化和標(biāo)準(zhǔn)化問(wèn)題進(jìn)行的訪談Basedonspecificbehaviors(orcompetencies)thatarerequiredforsuccessfulperformanceinthetargetposition以在目標(biāo)職位上獲得成功績(jī)效所需的具體行為（或勝任力）為基礎(chǔ)Intervieweesareaskedtorecallspecificworksituationsintheirrecentpastthatshowtheextenttowhichs/hehasacertainbehaviororcompetency被訪談?wù)咝枰貞洸⒚枋鏊麄冏罱欢螘r(shí)間內(nèi)的相關(guān)工作內(nèi)容，以顯示他/她具備某種行為或勝任力Interviewerasks“probing”questionstogainmoredetail&clarificationinrelationtoeachexample面試者通過(guò)追問(wèn)了解每個(gè)事例的更多細(xì)節(jié)并對(duì)相應(yīng)問(wèn)題進(jìn)行澄清BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

ThreekeyhypothesesofaStructuredBehaviouralInterview

結(jié)構(gòu)化行為訪談的三個(gè)關(guān)鍵假設(shè)Pastbehaviourisagoodpredictoroffuturebehaviour過(guò)去的行為是未來(lái)行為的良好預(yù)測(cè)指標(biāo)Superiorperformersdemonstratedifferentbehaviourscomparedtonormalperformers績(jī)效優(yōu)異者表現(xiàn)出和績(jī)效一般者不同的行為特征personhasthecompetency,manydifferentexampleswillbeeasilyremembered如果一個(gè)人具備某項(xiàng)勝任力，那么他/她會(huì)比較容易回憶出和此勝任力相關(guān)的許多不同事例BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

FeaturesofaStructuredBehaviouralInterview

結(jié)構(gòu)化行為訪談的特點(diǎn)Incident-Specific具體的事件Investigative可調(diào)查的Detailed詳細(xì)的Yieldsinformationaboutwhatthecandidatedidinaveryspecificsetofpastexamples通過(guò)一系列過(guò)去的具體的行為事件獲得關(guān)于候選人在其中做了什么的信息Dealswithrealevents,nothypotheticalsituations涉及的是真實(shí)而非假設(shè)的情境Elicitsdetailedaccountsofspecificevents,andthecandidate’sroleinthoseevents得出具體事件的細(xì)節(jié)及候選人在該事件中的角色Competency-Specific具體的勝任力Asksthecandidatetorecountexamplesofaspecificcompetency要求候選人敘述能夠體現(xiàn)某項(xiàng)勝任力的事例Consistent一致的Thesamequestionsareaskedofeachcandidate,sothateveryonehasthesameopportunitytogiveexamplesoftheircompetence問(wèn)相同的問(wèn)題，因此每個(gè)人有相等的機(jī)會(huì)來(lái)提供他們勝任力的典型事例BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

KeyStepsinSBI

結(jié)構(gòu)化行為訪談的關(guān)鍵步驟Step1:Focusonrightproblems步驟1：關(guān)注正確的問(wèn)題Step2:Conducttheinterview步驟2：進(jìn)行面試Step3:Evaluatethecandidateandmakedecision步驟3：評(píng)價(jià)候選人并做出決策BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Step1:FocusontheRightQuestions

步驟1：關(guān)注正確的問(wèn)題Questions問(wèn)題：

Probing追問(wèn):Whatwasthesituation?當(dāng)時(shí)的情境是怎樣的？Whatdidyoudo?你做了什么？Whatwastheresult?結(jié)果如何？e.g.例如Pleasedescribeatypicalcasethatbestillustratesyourcommunicationskills,suchasexchanginginformationwithothersfromdifferentcultures,persuadingothers,communicatingwithanemotionalperson,orsolvingproblemwitheffectivecommunication,etc.請(qǐng)描述一個(gè)最能表現(xiàn)您的溝通能力與水平的典型事例。例如與不同背景的人交流信息，說(shuō)服他人，與情緒激動(dòng)的人溝通，或利用溝通解決問(wèn)題等。BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

WhatInformationAreWeSeeking?

我們搜尋哪些信息？BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

UsingtheSBIQuestioningTechnique

使用結(jié)構(gòu)化行為訪談的提問(wèn)技術(shù)Situation情境Action行動(dòng)Result結(jié)果Whatwasthesituation?具體情境是什么？Whatwerethecircumstances?境況是怎樣的？Whatactuallyhappened?實(shí)際上發(fā)生了什么？Whatdidyoudo?你做了什么？Whatwastheresult/outcome?結(jié)局/結(jié)果如何？Whatreactiondidyouget?你得到了什么反饋？BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Step2:ConductInterviews

步驟2：進(jìn)行面試Giveyourselftimetoprepare做好充分準(zhǔn)備Explainyourprocess解釋訪談流程Takenotes做記錄Asksoundbehaviouralquestions提問(wèn)與具體行為相關(guān)的問(wèn)題Allowsilence允許沉默BMWChinaAssessmentCenter

寶馬中國(guó)評(píng)價(jià)中心

Interviewprocess

結(jié)構(gòu)化行