本文選題：電銷車險　切入點：人力配置模型　出處：《上海交通大學》2014年碩士論文

【摘要】：本文分析了國內(nèi)外汽車保險的發(fā)展情況及國內(nèi)車險新渠道發(fā)展狀況。通過分析現(xiàn)行的車險賠付成本壓力以及即將推行的費率改革帶來的政策變化,對保險公司提出更高的管理要求,其內(nèi)部將集中于精細化管理水平、產(chǎn)品服務創(chuàng)新能力以及資源整合能力。只有練好內(nèi)功,才能在此次改革中保持競爭優(yōu)勢地位。ZT公司是一家以電銷、網(wǎng)絡銷售為主要經(jīng)營范圍的一家銷售平臺公司,向集團內(nèi)的其他專業(yè)子公司提供渠道銷售服務,并按照銷售金額的一定比例收取費用。ZT公司現(xiàn)有的人員配置管理模式主要是依據(jù)編制預算時確定的人力情況,按照以往業(yè)務的歷史波動規(guī)律進行人力儲備及配置,對于在日常實際運營過程中發(fā)生的一些如人員流失、市場環(huán)境變化等,不能做出及時合理的有效調(diào)整,在保證業(yè)績達成前提下發(fā)揮在人力成本目標范圍內(nèi)的最優(yōu)效能。為解決以上問題,提供給區(qū)域一個在實際日常運營中可以直接使用并幫助區(qū)域合理安排人力儲備的工具,本文通過對車險電銷業(yè)務人力配置模型進行優(yōu)化:1)實現(xiàn)多目標達成,增加業(yè)績目標與市場掛鉤,可實現(xiàn)與市場情況變化同步保證各項KPI指標均衡達成;2)在保證多重業(yè)務目標達成情況下,設(shè)計一個坐席人力配置模型,模型各項參數(shù)均可根據(jù)實際情況實時動態(tài)變化,以保證模型輸出結(jié)果與時俱進,可及時指導業(yè)務決策;3)在模型中引入成本管理概念,實現(xiàn)在成本可控范圍內(nèi)的最優(yōu)配置。本文通過將保費業(yè)績目標的絕對值和與市場增速掛鉤的相對值統(tǒng)一考慮,采用季節(jié)指數(shù)法、時間序列來預測市場增速情況,并根據(jù)市場情況每月調(diào)整一次預測,以保證保費業(yè)績雙目標的達成。在保費目標確定的情況下,在人力費用率、業(yè)務波動規(guī)律、招聘培訓資源有限等限制條件下,在實現(xiàn)利潤最大化目標下,通過整數(shù)規(guī)劃求解得到調(diào)整后的各個服務模式坐席人力配置,從而指導各項管理動作的實施,實現(xiàn)了從保費目標到人員招聘培訓的全流程管理。
[Abstract]:This paper analyzes the development of automobile insurance both at home and abroad and the development of new domestic vehicle insurance channels. Through the analysis of the current cost pressure of auto insurance compensation and the policy changes brought about by the rate reform to be carried out, Put forward higher management requirement to insurance company, its interior will concentrate on fine management level, product service innovation ability and resource integration ability. In order to maintain a competitive advantage in this reform. ZT Company is a sales platform company with electricity sales and network sales as its main business scope, providing channel sales services to other professional subsidiaries in the group. The current staffing management mode of ZT Company is mainly based on the manpower situation determined when the budget is drawn up, and the manpower reserve and allocation are carried out according to the historical fluctuation law of the past business. For some things that occur in the course of daily operation, such as staff loss, changes in market environment, etc., they cannot make timely, reasonable and effective adjustments. In order to solve the above problems, we can provide the region with a tool that can be used directly in daily operation and help the region arrange the manpower reserve reasonably. In this paper, we optimize the manpower allocation model of car insurance electricity sales business to achieve multi-objective, and increase the linkage between the performance target and the market. It can realize synchronizing with the change of market conditions to ensure that all KPI indexes are balanced to reach 2) under the condition that multiple business objectives are achieved, a seat manpower allocation model is designed, and each parameter of the model can change dynamically according to the actual situation in real time. In order to ensure that the output of the model keeps pace with the times and can guide business decision making in time, the concept of cost management is introduced into the model. By considering the absolute value of premium performance target and the relative value linked to market growth rate, the seasonal index method and time series are used to predict the market growth rate. The forecast is adjusted once a month according to the market conditions to ensure the achievement of the double objectives of premium performance. In the case of premium target determination, under the constraints of manpower cost rate, business fluctuation rule, limited recruitment and training resources, etc. In order to realize the goal of profit maximization, the adjusted service mode is solved by integer programming, which guides the implementation of various management actions, and realizes the whole process management from premium target to personnel recruitment and training.
【學位授予單位】：上海交通大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F842.634;F724.6

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本文編號：1671187