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MBA畢業論文_人壽保險河南分公司客服員工激勵機制優化研究PDF

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近年來,國內保險行業進入高速發展階段,保險市場規模不斷擴展,相關企 業的數量持續增加,行業競爭程度也日益提升。與此同時,隨著我國經濟高速發 展,社會大眾的收入不斷增加,對服務行業的服務質量提出了更高要求。保險行 業是服務業的重要組成部分,而保險行業的發展水平在很大程度上取決于客服人 員的服務素質。但是,由于保險公司近年來不重視激勵制度的改革創新,導致客 服人員素質參差不齊,服務水平整體較低,員工的流動性較高,因此在很大程度 上降低了保險公司的行業競爭力。所以,全面推動保險公司客服人員激勵制度改 革創新,改善激勵效果,建立更加高效的激勵機制體系對企業未來的發展至關重 要。 本文選取P人壽保險河南分公司客服部為研究對象,通過梳理和概括相關激 勵理論,然后采用問卷調查法以及深度訪談的方式對激勵機制中存在的問題進行 剖析。通過對P人壽保險河南公司的現狀進行介紹,初步暴露問題所在,并通過 科學的方法對現存的體系進行剖析,針對148位員工進行問卷調查,對得出的數 據進行歸類總結,并逐一分析,為找出根本問題提供數據支持。然后以問卷調查 的數據作為深度訪談的基礎和方向,從不同的角度詮釋問題。在深度訪談的部分, 不僅僅對普通員工進行深度訪談,而且站在管理層的角度上進行深入的溝通和了 解,找出問題的關鍵所在并加以分析。 通過對148份有效樣本進行統計分析,發現P人壽保險公司客服員工的激勵 現狀在薪酬激勵,績效考核,員工晉升,個性化福利,員工培訓,企業文化等方 面都存在問題,結合先進的管理理論提出了對應的優化方案,從而整體完善公司 的管理制度和考核方法,長期有效地對客服團隊進行激勵。本文力求為P人壽保 險公司客服員工提供激勵優化方案,也期望為行業內其他公司在客服員工激勵方 面提供有益的參考。 關鍵詞:客服員工;激勵機制;優化 Abstract In recent years, the domestic insurance industry has entered a high-speed development stage, the scale of the insurance market continues to expand, the number of related enterprises continues to increase, and the level of industry competition is also increasing. At the same time, with the rapid development of China's economy and the increasing income of the public, higher requirements are put forward for the service quality of the service industry. The insurance industry is an important part of the service industry, and the development level of the insurance industry largely depends on the service quality of customer service personnel. However, in recent years, insurance companies do not pay attention to the reform and innovation of the incentive system, resulting in uneven quality of customer service personnel, low service level as a whole, and high employee mobility, so to a large extent, it reduces the industry competitiveness of insurance companies. Therefore, it is very important for the future development of the enterprise to comprehensively promote the reform and innovation of the incentive system for the customer service personnel of the insurance company, improve the incentive effect and establish a more efficient incentive mechanism system. This paper selects the customer service department of Ping An Life Insurance Company of Henan Branch as the research object, through combing and summarizing the relevant incentive theory, and then uses the method of questionnaire survey and in-depth interview to analyze the problems in the incentive mechanism. Through the introduction of Ping An Life Insurance Company of Henan company's current situation, the preliminary exposure of the problem, and through scientific methods to analyze the existing system, for 148 employees to carry out a questionnaire survey, the data obtained are classified and summarized, and analyzed one by one, to provide data support for finding out the fundamental problems. Then, taking the data of the questionnaire as the basis and direction of the in-depth interview, we interpret the questions from different perspectives. In the part of in-depth interview, not only the ordinary employees are interviewed in-depth, but also from the perspective of management to conduct in-depth communication and understanding, comprehensively reflect the problem, find out the key to the problem and analyze it. Based on the statistical analysis of 148 valid samples, it is found that there are problems in the aspects of salary incentive, performance appraisal, employee promotion, personalized welfare, employee training, corporate culture and so on in the incentive status of customer service employees in Ping An Life Insurance Company of Henan Branch. Combined with advanced management theory, the corresponding optimization scheme is proposed, so as to improve the company's management system and assessment method as a whole, which is long-term and effective To motivate the customer service team. This paper seeks to provide incentive optimization scheme for customer service staff of Ping An Life Insurance Company of Henan Branch, and also expects to provide useful reference for other companies in the industry in customer service staff incentive. Key words: Customer service staff;Incentive mechanism;Optimization 目 錄 第一章 緒論................................................................................................................1 1.1 選題的背景.........................................................................................................1 1.2 研究意義.............................................................................................................2 1.2.1 理論意義.....................................................................................................2 1.2.2 現實意義.....................................................................................................2 1.3 文獻綜述.............................................................................................................3 1.3.1 國外文獻綜述.............................................................................................3 1.3.2 國內文獻綜述.............................................................................................4 1.3.3評述..............................................................................................................6 1.4 研究思路.............................................................................................................7 第二章 研究的基本概念和相關理論..........................................................................9 2.1 激勵.....................................................................................................................9 2.2 員工激勵的理論.............................................................................................10 2.2.1 內容型激勵理論.....................................................................................10 2.2.2 過程型激勵理論.....................................................................................12 2.2.3 強化型激勵理論.......................................................................................13 2.2.4 綜合型激勵理論.......................................................................................13 2.3 激勵機制...........................................................................................................15 2.3.1 激勵機制的內容.......................................................................................15 2.3.2 激勵機制的作用.......................................................................................16 第三章 P人壽保險公司客服員工激勵機制現狀和調查分析..............................19 3.1 P人壽保險公司企業概況..............................................................................19 3.1.1 P人壽保險公司企業簡介......................................................................19 3.1.2 P人壽保險公司組織架構......................................................................19 3.1.3 P人壽保險公司客服員工人力資源概況..............................................20 3.2 P人壽保險公司客服員工現有激勵措施......................................................21 3.2.1 經濟類激勵措施.....................................................................................21 3.2.2 非經濟類激勵措施.................................................................................22 3.3 P人壽保險公司客服員工激勵機制現狀調查..............................................22 3.3.1 調查方法.................................................................................................22 3.3.2 調查樣本統計.........................................................................................23 3.4 P人壽保險公司客服員工激勵機制現狀調查結果理論分析......................23 3.4.1 信度及效度分析.......................................................................................23 3.4.2 描述性分析...............................................................................................24 3.4.3 因子分析...................................................................................................28 3.4.4 相關分析...................................................................................................32 3.4.5 回歸分析...................................................................................................33 3.5 公司管理層和普通員工的深度訪談...............................................................34 3.5.1 深度訪談關鍵問題...................................................................................34 3.5.2 深度訪談的結論.......................................................................................39 3.6 P人壽保險公司客服員工激勵機制現存問題具體分析.................................40 3.6.1 薪酬設計缺乏科學性...............................................................................40 3.6.2 績效考核體系結構單一...........................................................................40 3.6.3 福利的激勵措施缺乏個性化...................................................................41 3.6.4 企業文化激勵作用不明顯.......................................................................41 3.6.5 培訓工作常在無意識的情況下進行.......................................................41 3.6.6 晉升渠道缺失...........................................................................................42 3.6.7 工作內容和目標不清晰...........................................................................42 第四章 P人壽保險公司客服員工激勵優化方案設計與實施保障......................45 4.1 P人壽保險公司客服員工激勵優化方案的設計原則.....................................45 4.1.1 激勵公平性原則.......................................................................................45 4.1.2 激勵長效性原則.......................................................................................45 4.1.3 激勵靈活性原則.......................................................................................45 4.2 P人壽保險公司客服員工激勵優化方案.........................................................46 4.2.1 完善薪酬激勵體系...................................................................................46 4.2.2 優化績效考核結構...................................................................................47 4.2.3 實施多元化的福利激勵措施...................................................................53 4.2.4 豐富企業文化內容...................................................................................54 4.2.5 構建完善的培訓制度...............................................................................55 4.2.6 搭建晉升渠道...........................................................................................55 4.2.7 提升整體工作滿意度...............................................................................56 4.3 客服員工激勵方案的實施保障.......................................................................56 4.3.1 組織保障...................................................................................................56 4.3.2 制度保障...................................................................................................57 4.3.3 資金保障...................................................................................................58 第五章 總結與展望....................................................................................................59 5.1 本文結論...........................................................................................................59 5.2 未來展望...........................................................................................................59 致 謝..........................................................................................................................61。。。。。。以下內容略
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