本文關(guān)鍵詞： 培訓(xùn)體系 行動學(xué)習(xí) 案例教學(xué) 保險公司　出處：《吉林大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：天海財產(chǎn)保險股份有限公司山東分公司成立11年來,扎根本地市場,通過優(yōu)質(zhì)快捷的客戶服務(wù)爭得了一份生存空間。但近年來,監(jiān)管部門對保險公司提出新的要求,回歸保障,完善服務(wù)體系。天海財產(chǎn)保險股份有限公司山東分公司為順應(yīng)監(jiān)管要求和市場規(guī)律需要調(diào)整業(yè)務(wù)結(jié)構(gòu),通過提升自身的運營效率和盈利能力,在激烈的競爭中生存下去。公司戰(zhàn)略調(diào)整過程中,諸多問題擺在山東分公司總經(jīng)理室成員面前:如何實現(xiàn)總公司下達的三年保費翻兩番、行業(yè)內(nèi)前五名的任務(wù);監(jiān)管要求回歸保障的情況下,如何轉(zhuǎn)變原有銀保服務(wù)人員的觀念并實現(xiàn)其銷售能力的提升;服務(wù)人員直接面對客戶,如何提升服務(wù)水平并實現(xiàn)二次銷售;如何提升中高層管理干部的綜合能力,加強團隊的凝聚力,吸引更多人才加盟;如何讓一支高學(xué)歷、高素質(zhì)、年輕化的隊伍發(fā)揮應(yīng)有潛質(zhì)等問題。這些問題的本質(zhì)是人才培養(yǎng)的問題,是現(xiàn)有人員與實際需求的差距問題。山東分公司沒有培訓(xùn)體系,培訓(xùn)工作無法支持企業(yè)戰(zhàn)略的重大調(diào)整。培訓(xùn)部需要借機建立完善的培訓(xùn)體系,做好知識管理和人才培養(yǎng),對接企業(yè)戰(zhàn)略和員工績效。本文應(yīng)用培訓(xùn)開發(fā)體系流程與管理原理,應(yīng)用訪談法管理干部進行調(diào)研獲取戰(zhàn)略層面的培訓(xùn)需求;應(yīng)用問卷調(diào)查法從員工群體中獲得員工職業(yè)生涯培訓(xùn)需求,最后綜合成本效益與可實施性,整理出山東分公司培訓(xùn)需求。在方案設(shè)計中,明確了培訓(xùn)的目的,細分培訓(xùn)對象,并針對不同的課程內(nèi)容引入了先進的教學(xué)方法(例如案例教學(xué)法、行動學(xué)習(xí)法等)。調(diào)整之后的培訓(xùn)方案將更注重培訓(xùn)項目的效果、培訓(xùn)成果的轉(zhuǎn)化以及參訓(xùn)員工的參與度。本方案中還設(shè)計了課程與教材的開發(fā)、培訓(xùn)師資開發(fā)與管理等相關(guān)制度,為培訓(xùn)項目實際的開展提供支持。最后,結(jié)合不同的培訓(xùn)項目內(nèi)容制定了培訓(xùn)效果評估體系,來檢驗培訓(xùn)項目開展的效果并為項目的改進提供幫助。希望通過本文的研究,能為保險企業(yè)培訓(xùn)體系建立提供實踐參考,也為保險行業(yè)轉(zhuǎn)型企業(yè)人員能力培訓(xùn)提供有價值的信息。
[Abstract]:Tianhai property insurance Shandong branch of Limited by Share Ltd founded in 11 years, rooted in the local market, by the high quality customer service for a living space. But in recent years, the regulatory authorities of the insurance company's new requirements, the return guarantee, improve the service system. Tianhai property insurance Shandong branch of Limited by Share Ltd need to adjust its business structure to comply with regulation the requirements and market rules, improve their operational efficiency and profitability, to survive in the fierce competition. The company's strategic adjustment process, many problems in Shandong office before General Manager's Office members: how to realize the Corporation issued three annual premium quadruple, top five tasks within the industry; regulatory requirements return of security situation, how to change the existing bancassurance service concept and achieve its sales ability; service personnel directly to customers, such as How to improve the service level and to achieve two sales; how to improve the comprehensive ability of senior management cadres, strengthen team cohesion, attract more talents to join; how to make a highly educated, high-quality, younger team play their potential problems. These problems are the problems of personnel training, is the problem of the existing gap with the actual needs of the Shandong branch. No significant adjustment of the training system, training to support the enterprise strategy. The training department needs to establish and improve the training system, improve knowledge management and personnel training, the performance of employees by enterprise strategy and training system. In this paper, application process and management principle, application interview management cadres research to obtain the strategic training needs; using the questionnaire to obtain employee occupation career training needs from the employee groups, finally integrated into the benefits and The implementation of the Shandong branch, sorting out the training needs. In the project design, the purpose of training, training and the introduction of object segmentation, advanced teaching methods for different curriculum content (for example, case teaching method, action learning method). The training program after the adjustment will focus more on training effect, training the transformation of the results and training staff participation. The development of this scheme is also designed the curriculum and teaching materials, teacher training system development and management, training for the actual project to provide support. Finally, according to different training contents developed a training effect evaluation system to test the effect and carry out training programs provide help for the improvement of the project. I hope that through this study, can provide a practical reference for the insurance enterprise training system is established, also the enterprise personnel training ability transformation for the insurance industry to provide a price The information of the value.

【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F272.92;F842.3

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