本文選題：績效管理 + 關(guān)鍵績效指標(biāo)�。� 參考：《北京化工大學(xué)》2015年碩士論文

【摘要】：保險(xiǎn)公司屬于金融類企業(yè)也是典型的服務(wù)行業(yè),正面臨著快速發(fā)展和越來越激烈的競爭,這對后臺的管理水平提出了越來越高的要求�？头孔鳛槭酆蟛块T需要直接接觸客戶,可以說,客服部的表現(xiàn)代表了公司的水平,其提供的服務(wù)質(zhì)量決定了公眾對公司的評價(jià)和選擇。對于財(cái)產(chǎn)保險(xiǎn)公司來說,由于不生產(chǎn)和銷售實(shí)物商品,而僅僅是提供服務(wù)和信用,其提供的產(chǎn)品能否得到認(rèn)可,使客戶忠誠度持續(xù)提高事關(guān)企業(yè)能否持續(xù)經(jīng)營。但目前,國內(nèi)的產(chǎn)險(xiǎn)公司客戶服務(wù)部普遍存在人員跳槽頻繁、缺乏對企業(yè)的認(rèn)同、工作消極等現(xiàn)象,這些現(xiàn)象或多或少都與績效管理相關(guān),對保險(xiǎn)公司的發(fā)展有一定的制約作用。目前國內(nèi)的眾多保險(xiǎn)公司在績效管理問題上過多的依賴于外國的理論經(jīng)驗(yàn),未能根據(jù)中國國情進(jìn)行實(shí)證反面的研究和探索,跟別說是結(jié)合某一具體部門進(jìn)行績效管理體系的改進(jìn)了。因此建立起一套適合中國國情適合客服部門特點(diǎn)的績效管理體系,對提升整個(gè)公司的服務(wù)質(zhì)量和競爭力都具有非凡的意義。針對以上情況,本文確定了研究思路。本文以保險(xiǎn)公司的績效管理為研究內(nèi)容,以績效管理科學(xué)理論知識為基礎(chǔ),結(jié)合A公司及客服部的管理現(xiàn)狀,分析客服部各崗位各層級員工在工作中凸顯出來的問題,以績效管理的視角進(jìn)行分析解釋。針對性的分析客服部目前的績效管理方案中存在的問題,結(jié)合理論知識與國內(nèi)外保險(xiǎn)公司先進(jìn)的績效管理經(jīng)驗(yàn)對A公司客服部績效管理工作中的關(guān)鍵指標(biāo)的設(shè)定、考核過程的流程完善、實(shí)施過程的保障措施改進(jìn)以及績效結(jié)果的多方應(yīng)用等多個(gè)環(huán)節(jié)著手調(diào)整,進(jìn)而實(shí)現(xiàn)對整個(gè)績效管理體系的改進(jìn)完善。力求通過績效管理來提升客服部各項(xiàng)服務(wù)工作,并積極應(yīng)對公司的國際化發(fā)展戰(zhàn)略。同時(shí),該體系的改進(jìn)方案設(shè)計(jì)對整個(gè)行業(yè)說是一次全新的探索,理論的構(gòu)建及實(shí)施在一定程度上對財(cái)產(chǎn)險(xiǎn)的客戶服務(wù)部門的發(fā)展具有一定的參考作用。
[Abstract]:Insurance company is also a typical service industry, which is facing rapid development and more fierce competition, which puts forward higher and higher requirements for the background management level. Customer service department needs to contact customers directly as after-sales department. It can be said that the performance of customer service department represents the level of the company, and the quality of service it provides determines the public evaluation and choice of the company. For property insurance companies, because they do not produce and sell physical goods, but only provide services and credit, the products they provide can be recognized, and the continuous improvement of customer loyalty depends on whether the enterprise can continue to operate. But at present, the domestic property insurance company customer service department generally exists the personnel to change jobs frequently, lacks the identification to the enterprise, the work negative and so on phenomenon, these phenomena are all related to the performance management more or less. The development of insurance companies has certain constraints. At present, many domestic insurance companies rely too much on foreign theoretical experience in performance management, and fail to conduct empirical and negative research and exploration according to China's national conditions. Not to mention an improvement in the performance management system in conjunction with a specific department. Therefore, it is of great significance to establish a set of performance management system suitable for China's national conditions and customer service sector characteristics to enhance the service quality and competitiveness of the whole company. In view of the above situation, this article has determined the research thought. This article takes the performance management of the insurance company as the research content, takes the performance management science theory knowledge as the foundation, unifies the A company and the customer service department management present situation, analyzes the customer service department each post each level staff in the work prominent question, Analysis and explanation from the perspective of performance management. This paper analyzes the problems existing in the current performance management scheme of customer service department, and sets the key indicators in the performance management work of customer service department of company A by combining theoretical knowledge and advanced performance management experience of insurance companies at home and abroad. In order to improve the whole performance management system, the process of assessment is perfect, the guarantee measures of the implementation process are improved, and the multi-application of performance results is adjusted in order to realize the improvement and perfection of the whole performance management system. Strive to improve customer service through performance management, and actively respond to the company's international development strategy. At the same time, the improved scheme design of the system is a new exploration for the whole industry, and the construction and implementation of the theory has a certain reference role for the development of property insurance customer service department to a certain extent.
【學(xué)位授予單位】：北京化工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F272.92;F842.3

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