本文選題：績(jī)效考核 + 95500呼叫中心　； 參考：《吉林大學(xué)》2013年碩士論文

【摘要】：隨著社會(huì)的進(jìn)步與發(fā)展，保險(xiǎn)越來(lái)越被人們所熟悉和重視。保險(xiǎn)市場(chǎng)也逐漸趨于完善并發(fā)展壯大。近幾年，國(guó)內(nèi)、國(guó)外不同品牌，獨(dú)資、合資不同形式以及大大小小不同規(guī)模的各種保險(xiǎn)公司在短期內(nèi)如雨后春筍般遍布市場(chǎng)各個(gè)角落。據(jù)調(diào)查，許多保險(xiǎn)公司的高層管理部門已開(kāi)始采取戰(zhàn)略調(diào)整、業(yè)務(wù)轉(zhuǎn)型、組織重構(gòu)、流程再造等林林總總的改革措施，特別是針對(duì)服務(wù)體系的改革尤為關(guān)鍵。而事實(shí)上，一些傳統(tǒng)保險(xiǎn)公司的改革卻舉步維艱，其中，改革的重點(diǎn)方向之一就是績(jī)效考核問(wèn)題。 績(jī)效考核體系是現(xiàn)代企業(yè)人力資源管理過(guò)程中的重要工具與手段�；谶@種現(xiàn)狀，本文僅通過(guò)人力資源管理相關(guān)理論的介紹，概述全面績(jī)效考核在企業(yè)戰(zhàn)略調(diào)整、業(yè)務(wù)轉(zhuǎn)型、組織重構(gòu)、流程再造等重大改革措施中所能夠起到的重要作用；其次，以中國(guó)太平洋財(cái)產(chǎn)保險(xiǎn)股份有限公司吉林省分公司客戶服務(wù)部95500呼叫中心為例，分析其在實(shí)施績(jī)效考核的運(yùn)營(yíng)狀況，存在哪些問(wèn)題，指出其面臨的危機(jī)。分析企業(yè)現(xiàn)今所面臨的現(xiàn)實(shí)情況，對(duì)原有績(jī)效考核方案進(jìn)行改進(jìn)設(shè)計(jì)，并制定出實(shí)施的步驟和提出需要解決的問(wèn)題的方法，介紹績(jī)效考核實(shí)施的保障性措施和實(shí)施效果評(píng)價(jià)，為企業(yè)的高速、穩(wěn)定的發(fā)展貢獻(xiàn)力量。 本文共有六部分內(nèi)容：第一部分緒論主要是選題的背景和意義，對(duì)國(guó)內(nèi)外研究現(xiàn)狀進(jìn)行了闡述，并且從研究目的、內(nèi)容，研究思路和研究方法介紹了論文寫作思路；第二部分從績(jī)效考核的定義目標(biāo)和目的詳細(xì)介紹了績(jī)效考核，詳細(xì)介紹了四種績(jī)效考核方法，包括優(yōu)缺點(diǎn)；第三部分主要是介紹太保財(cái)險(xiǎn)95500呼叫中心績(jī)效考核現(xiàn)狀，介紹了95500呼叫中心的簡(jiǎn)介，，分析了績(jī)效考核現(xiàn)狀，指出績(jī)效考核體系存在的問(wèn)題及原因；第四部分是主要部分，績(jī)效考核改進(jìn)方案設(shè)計(jì)，從方案設(shè)計(jì)的原則、方案設(shè)計(jì)依據(jù)、考核指標(biāo)體系的設(shè)計(jì)、考核權(quán)重的設(shè)計(jì)、考核形式選擇方面設(shè)計(jì)出更加合理的方案。第五部分介紹了績(jī)效考核方案的實(shí)施及效果評(píng)價(jià)，其中包括績(jī)效考核實(shí)施的步驟和績(jī)效考核實(shí)施的措施和實(shí)施效果評(píng)價(jià)；第六部分是文章的結(jié)論。
[Abstract]:With the progress and development of society, insurance is becoming more and more familiar and important. Insurance market also tends to perfect gradually and grow stronger. In recent years, domestic and foreign different brands, sole proprietorship, different forms of joint ventures and different sizes of insurance companies have sprung up all over the market in the short term. According to the survey, many top management departments of insurance companies have begun to take a variety of reform measures, such as strategic adjustment, business transformation, organizational restructuring, process reengineering and so on, especially for the reform of service system. In fact, the reform of some traditional insurance companies is difficult, one of the key directions of the reform is performance appraisal. Performance appraisal system is an important tool and means in the process of modern enterprise human resource management. Based on this situation, this paper only through the introduction of human resources management theory, summarizes the overall performance appraisal in the enterprise strategic adjustment, business transformation, organizational restructuring, process reengineering and other important reform measures can play an important role; Secondly, taking the 95500 call center of customer service department of Jilin Branch of China Pacific property Insurance Co., Ltd as an example, this paper analyzes the operational status of the implementation of performance appraisal, what problems exist and points out the crisis it faces. In this paper, the author analyzes the reality that enterprises are faced with, designs the original performance appraisal scheme, formulates the implementation steps and puts forward the methods to solve the problems, and introduces the safeguard measures and the effect evaluation of the performance appraisal. For the enterprise's high-speed, stable development contribution. There are six parts of this paper: the first part is the background and significance of the topic, the domestic and foreign research on the status quo, and from the research purpose, content, research ideas and research methods to introduce the writing ideas of the paper; The second part introduces the performance appraisal in detail from the definition goal and purpose of the performance appraisal, and introduces four kinds of performance appraisal methods in detail, including the advantages and disadvantages; the third part mainly introduces the current situation of the performance appraisal of the 95500 call center of Taibao property insurance. This paper introduces the brief introduction of 95500 call center, analyzes the present situation of performance appraisal, points out the problems and causes of the performance appraisal system, the fourth part is the main part, the design of the improved scheme of the performance appraisal, the principle of the scheme design, the basis of the scheme design. The design of evaluation index system, the design of examination weight and the selection of examination form design more reasonable scheme. The fifth part introduces the implementation and effect evaluation of the performance appraisal scheme, including the steps of performance appraisal implementation, the measures of performance appraisal implementation and the implementation effect evaluation; the sixth part is the conclusion of the article.
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F272.92;F842.3

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