【摘要】：21世紀(jì)的今天,科技發(fā)展日新月異,企業(yè)創(chuàng)新層出不窮,標(biāo)準(zhǔn)化日益在企業(yè)管理中發(fā)揮至關(guān)重要的作用,已成為提高企業(yè)管理水平,促進(jìn)企業(yè)發(fā)展的有效途徑。做好標(biāo)準(zhǔn)化工作是企業(yè)實(shí)現(xiàn)現(xiàn)代化管理和科學(xué)管理的需要,也是企業(yè)創(chuàng)造經(jīng)濟(jì)效益必不可缺的基本手段和基礎(chǔ)工作。 所謂“標(biāo)準(zhǔn)化”的含義為在經(jīng)濟(jì)、技術(shù)、科學(xué)及管理等社會(huì)實(shí)踐中,對(duì)重復(fù)性事物和概念通過制定、實(shí)施標(biāo)準(zhǔn),達(dá)到統(tǒng)一,以獲得最佳秩序和社會(huì)效益的過程。實(shí)施標(biāo)準(zhǔn)戰(zhàn)略,可以促進(jìn)行業(yè)由大變強(qiáng)。標(biāo)準(zhǔn)化建設(shè)已引進(jìn)到各行各業(yè),各個(gè)層次,成為創(chuàng)新發(fā)展的突破口。而企業(yè)職場(chǎng)做為一切管理運(yùn)作的舞臺(tái),對(duì)企業(yè)發(fā)展意義重大。優(yōu)秀的辦公場(chǎng)所不但可以提升企業(yè)服務(wù)競(jìng)爭(zhēng)力,而且能夠加大員工歸屬感,增加客戶滿意度。 柜面作為壽險(xiǎn)公司與客戶有效溝通的服務(wù)窗口,施行統(tǒng)一化、標(biāo)準(zhǔn)化建設(shè)顯得尤為重要。面對(duì)激烈的保險(xiǎn)市場(chǎng)競(jìng)爭(zhēng),企業(yè)要經(jīng)得起來自各方面的挑戰(zhàn)和把握好機(jī)遇,謀求企業(yè)管理目標(biāo)實(shí)現(xiàn),就要不斷的發(fā)展和創(chuàng)新,推行人性化的服務(wù)。而柜面做為客戶與我們零距離接觸的媒介,受理各類業(yè)務(wù)的有效場(chǎng)所,不但可以反映出企業(yè)的管理模式,更能夠折射出企業(yè)的文化氣息。把柜面規(guī)范成為全國(guó)統(tǒng)一標(biāo)準(zhǔn),向客戶提供人性化服務(wù),使柜面成為公司品牌和服務(wù)的載體,不僅有效地提升企業(yè)品牌形象,也在一定程度上促進(jìn)業(yè)務(wù)的發(fā)展,同時(shí)有效地提升客戶對(duì)企業(yè)服務(wù)的滿意度與信任度。 某保險(xiǎn)公司C作為全國(guó)知名的人壽保險(xiǎn)公司也在積極地實(shí)踐著柜面標(biāo)準(zhǔn)化建設(shè)。C公司運(yùn)營(yíng)層次分析法的原理,從柜面管理、建設(shè)質(zhì)量和工作效率、服務(wù)標(biāo)準(zhǔn)與行為,客戶感受等多方面進(jìn)行分析,借此找到引起這些問題的根本原因,以現(xiàn)代化管理代替?zhèn)鹘y(tǒng)運(yùn)營(yíng)模式,研究制定符合內(nèi)外部要求的柜面標(biāo)準(zhǔn)化建設(shè)戰(zhàn)略,從而提升企業(yè)競(jìng)爭(zhēng)能力,確保服務(wù)專業(yè)、快捷、規(guī)范、標(biāo)準(zhǔn)。
[Abstract]:In the 21st century, with the rapid development of science and technology, enterprise innovation is emerging one after another. Standardization plays an important role in enterprise management day by day. It has become an effective way to improve the level of enterprise management and promote the development of enterprises. It is necessary for enterprises to realize modern management and scientific management to do standardization work well. It is also an indispensable basic means and basic work for enterprises to create economic benefits. The so-called "standardization" means that in the social practice of economy, technology, science and management, the process of making and implementing standards to achieve unity in order to obtain the best order and social benefit is the process of making and implementing standards for repetitive things and concepts. Implement standard strategy, can promote industry from big to strong. Standardization construction has been introduced into various industries and levels, becoming a breakthrough in innovation and development. As the stage of all management operation, the enterprise workplace is of great significance to the development of the enterprise. Excellent office can not only enhance the service competitiveness of enterprises, but also enhance the sense of belonging and customer satisfaction. As the service window of effective communication between life insurance company and customers, it is very important to implement unified and standardized construction. In the face of fierce competition in insurance market, enterprises should stand up to the challenges from all aspects and grasp the opportunities to achieve the objectives of enterprise management, it is necessary to constantly develop and innovate, and carry out humanized services. As the media of zero distance contact between customers and us, the counter can not only reflect the management mode of the enterprise, but also reflect the culture of the enterprise. To make the cabinet standard a unified national standard, to provide the customers with humanized services, and to make the cupboard become the carrier of the company's brand and service, not only effectively promote the brand image of the enterprise, but also promote the development of business to a certain extent. At the same time, effectively improve customer satisfaction and trust in enterprise services. A certain insurance company C, as a nationally famous life insurance company, is also actively practicing the principle of Analytic hierarchy process (AHP) of the container standardization construction. C company, from the aspects of counter management, construction quality and work efficiency, service standard and behavior. Through the analysis of customer feelings and other aspects, we can find out the root causes of these problems, replace the traditional operation mode with modern management, and study and formulate the construction strategy of standardization of cabinet that conforms to the internal and external requirements, thereby enhancing the competitiveness of enterprises. Ensure professional, fast, standardized and standard service.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F272;F842.3

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