本文選題：未來城物業(yè)公司　切入點(diǎn)：客服部　出處：《吉林大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著經(jīng)濟(jì)社會(huì)的發(fā)展和城市化進(jìn)程的加快，物業(yè)服務(wù)已逐漸成為提升城市形象和人民群眾生活品質(zhì)的新興行業(yè)。隨著改革開放不斷深化，物業(yè)管理模式和服務(wù)理念發(fā)生重大變革，物業(yè)服務(wù)面臨著管理由粗放型向集約型轉(zhuǎn)變、服務(wù)模式從統(tǒng)一化向差異化轉(zhuǎn)變、從勞動(dòng)密集型向知識(shí)密集型轉(zhuǎn)變。物業(yè)法律、法規(guī)的進(jìn)一步完善，業(yè)主的權(quán)益意識(shí)更加明晰。人們生活水平不斷提高，業(yè)主對于物業(yè)服務(wù)的需求趨于個(gè)性化和復(fù)雜化，物業(yè)管理面臨著向服務(wù)者的轉(zhuǎn)型。 大慶未來城物業(yè)公司由房地產(chǎn)開發(fā)設(shè)立，其物業(yè)管理經(jīng)驗(yàn)不足，物業(yè)服務(wù)存在以管理代替服務(wù)的現(xiàn)象。企業(yè)面臨著業(yè)主滿意度低、投訴率高的問題，員工在向業(yè)主提供服務(wù)過程中缺乏服務(wù)意識(shí)，處理業(yè)主維修要求以及糾紛時(shí)存在相互推諉、拖延等。企業(yè)未能及時(shí)告知業(yè)主收費(fèi)項(xiàng)目構(gòu)成和標(biāo)準(zhǔn)，物業(yè)收費(fèi)價(jià)格及項(xiàng)目不透明，造成業(yè)主對于企業(yè)產(chǎn)生只收費(fèi)、不服務(wù)的不良評價(jià)。公司也面臨著專業(yè)人才缺乏，員工離職率高等問題，這些問題制約著企業(yè)的長遠(yuǎn)發(fā)展。 本文以直接與業(yè)主溝通的客服部員工為研究對象，研究制定符合其職業(yè)特點(diǎn)的培訓(xùn)方案，以提升物業(yè)服務(wù)水平。首先，通過問卷調(diào)查、訪談法等方式，本文深入分析客服部員工培訓(xùn)方案的現(xiàn)狀和問題，并準(zhǔn)確診斷原因。這對于改進(jìn)現(xiàn)有培訓(xùn)方案，對更準(zhǔn)確地定位培訓(xùn)需求具有重要意義。其次，文章以適合企業(yè)愿景、提升員工工作勝任能力為切入點(diǎn)，研究員工與企業(yè)“共贏”的培訓(xùn)課程方案。以柯克帕特里克評估模型為基礎(chǔ)，研究培訓(xùn)評估方案的構(gòu)建，確保培訓(xùn)產(chǎn)出最大化，促進(jìn)培訓(xùn)方案的持續(xù)改進(jìn)。最后，為保障培訓(xùn)的順利實(shí)施，文章提出了制度和組織方面的保障措施。其中，學(xué)習(xí)型企業(yè)文化建設(shè)有利于促進(jìn)企業(yè)形成良好的學(xué)習(xí)氛圍和環(huán)境，，增強(qiáng)員工的學(xué)習(xí)能力和創(chuàng)新意識(shí)。
[Abstract]:With the development of economy and society and the acceleration of urbanization, property service has gradually become a new industry to promote the image of the city and the quality of life of the people. Great changes have taken place in property management mode and service concept, property service is facing the change from extensive to intensive, service mode from unification to differentiation, from labor-intensive to knowledge-intensive. With the further improvement of laws and regulations, the consciousness of owner's rights and interests is more clear, people's living standard is improving constantly, the demand of owner's property service tends to be individualized and complicated, and the property management is facing the transformation to the service provider. Daqing Future City property Company is set up by real estate development, its property management experience is not enough, property service is replaced by management, enterprises are faced with the problem of low customer satisfaction and high complaint rate. In the process of providing service to the owner, the employee lacks the service consciousness, handles the owner's maintenance request and disputes, and so on. The enterprise fails to inform the owner of the composition and standard of the charging items in time, the price of the property charge and the project are not transparent, and so on. The company also faces the problems of lack of professional talents and high turnover rate, which restrict the long-term development of the enterprise. This article takes the customer service department staff who communicate with the owner directly as the research object, studies and formulates the training plan which conforms to their occupation characteristic, in order to enhance the property service level. First, through the questionnaire investigation, the interview method and so on, This paper deeply analyzes the current situation and problems of customer service staff training programs, and accurately diagnoses the reasons. This is of great significance for improving the existing training programs and more accurately locating the training needs. Secondly, the article adapts to the enterprise vision. Based on Kirkpatrick evaluation model, this paper studies the construction of training evaluation program to ensure maximum training output. Finally, in order to ensure the smooth implementation of the training, the article puts forward the institutional and organizational safeguards. Among them, the construction of the learning enterprise culture is conducive to promoting the enterprise to form a good learning atmosphere and environment. Enhance employee's learning ability and innovation consciousness.
【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】：2014
【分類號(hào)】：F272.92;F299.233.47

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