本文選題：EAP(員工幫助計(jì)劃)　切入點(diǎn)：移動(dòng)營業(yè)廳　出處：《西南交通大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：而今,移動(dòng)通信及互聯(lián)網(wǎng)行業(yè)的競(jìng)爭(zhēng)日益激烈,ZJ移動(dòng)公司做為當(dāng)?shù)赝ㄐ判袠I(yè)的領(lǐng)頭羊,同樣面臨著產(chǎn)業(yè)結(jié)構(gòu)調(diào)整、戰(zhàn)略發(fā)展轉(zhuǎn)型、3G/4G牌照發(fā)放、虛擬運(yùn)營商獨(dú)立、鐵塔公司單設(shè)等一系列新的競(jìng)爭(zhēng)因子的產(chǎn)生,使得公司員工面臨著日益增大的心理壓力,一些員工由于無法找到正確的方法、途徑去自我減壓、自我宣泄,以至于帶來一系列問題,比如職業(yè)倦怠、焦慮、抑郁,甚至有個(gè)別自殺傾向等,給企業(yè)管理帶來了很大的困惑。尤其在窗口營業(yè)廳一線員工中最為突出和顯現(xiàn),隨著3G/4G發(fā)展走向深入,使新一代移動(dòng)營業(yè)廳的定位逐步由傳統(tǒng)服務(wù)轉(zhuǎn)向綜合式營銷,產(chǎn)品的多樣性,服務(wù)的專業(yè)性、銷售的系統(tǒng)性,以及計(jì)件薪酬制度的改革等,都給營業(yè)廳一線員工帶來了巨大的壓力與挑戰(zhàn)。如何保障員工身心健康、改善員工心理行為,提升企業(yè)管理能力和效率,保持企業(yè)健康、可持續(xù)發(fā)展已成為當(dāng)前企業(yè)管理、人力資源管理中的一項(xiàng)重要研究課題。EAP(員工幫助計(jì)劃)是基于心理學(xué)原理實(shí)施的,一套企業(yè)管理的新思路、新方法、新工具；是由組織在企業(yè)內(nèi)長期為員工設(shè)置的有系統(tǒng)性的、科學(xué)性的項(xiàng)目；包含個(gè)體心理層面的問題及困惑,組織層面的管理難題,切實(shí)通過心理學(xué)與管理學(xué)的結(jié)合,優(yōu)化組織效能,改進(jìn)組織問題,樹立員工積極心態(tài),提升企業(yè)良性組織氛圍,從而提高企業(yè)生產(chǎn)效率等。本文選取ZJ移動(dòng)公司一線營業(yè)廳為研究對(duì)象,以理論聯(lián)系實(shí)際,通過系列數(shù)據(jù)采集、問卷、實(shí)地走訪調(diào)查研究、咨詢式訪談、定量定性分析等多種研究方法,首先從EAP項(xiàng)目開展的研究背景、意義及目前營業(yè)廳員工的心理及壓力管理現(xiàn)狀分析入手,得出移動(dòng)營業(yè)廳開展EAP項(xiàng)目應(yīng)用的可行性及必要性,接著針對(duì)性的設(shè)計(jì)了營業(yè)廳EAP建設(shè)的具體方案,包括建設(shè)的需求、定位、目標(biāo)、規(guī)劃及分設(shè)三個(gè)時(shí)期的具體實(shí)施步驟,然后重點(diǎn)闡述了ZJ移動(dòng)營業(yè)廳EAP建設(shè)分時(shí)期、分階段的具體實(shí)施舉措、亮點(diǎn)及成效,最后在研究實(shí)踐的基礎(chǔ)上,分析目前建設(shè)工作中還存在的局限和不足之處,提出下一步發(fā)展方向和規(guī)劃。EAP在移動(dòng)營業(yè)廳的應(yīng)用與實(shí)踐研究,是企業(yè)管理工作的一項(xiàng)創(chuàng)新,是將EAP工作與企業(yè)管理方式有機(jī)融合,幫助解決企業(yè)當(dāng)前在管理、運(yùn)營中的突出問題和實(shí)際情況,對(duì)研究如何在移動(dòng)系統(tǒng)內(nèi)把EAP管理柔性靈活的手段有效運(yùn)用,使公司倡導(dǎo)的“剛性”KPI考核轉(zhuǎn)向“柔性”的人文管理和心理關(guān)愛,幫助促進(jìn)ZJ移動(dòng)公司新一代營業(yè)廳渠道轉(zhuǎn)型、能力升級(jí),有良好的啟示和借鑒意義,具有較強(qiáng)的可操作性。
[Abstract]:Today, the competition in the mobile communications and Internet industries is becoming increasingly fierce. ZJ Mobile, as the leader in the local communications industry, is also facing the restructuring of the industry, the strategic development transition, the issuance of 3G / 4G licences, and the independence of virtual operators. The emergence of a series of new competition factors, such as a single set up by the Iron Tower Company, makes the employees of the company face increasing psychological pressure. Because some employees cannot find the right way to decompress themselves and vent themselves, As a result, it brings a series of problems, such as job burnout, anxiety, depression, and even individual suicidal tendency, which brings great confusion to business management. With the development of 3G / 4G, the orientation of the new generation mobile business hall has gradually shifted from traditional services to integrated marketing, product diversity, service professionalism, systematization of sales, and the reform of the piecework compensation system, and so on. How to protect employees' physical and mental health, improve their psychological behavior, enhance their management ability and efficiency, keep their health, sustainable development has become the current enterprise management. An important research topic in human resource management. EAPs (employee help Program) is based on psychological principles, a set of new ideas, new methods, new tools for enterprise management. Scientific projects, including individual psychological level problems and confusion, organizational level management problems, through the combination of psychology and management, optimize organizational effectiveness, improve organizational issues, set up a positive attitude of employees, This article selects the front line business office of ZJ mobile company as the research object, connecting theory with practice, through a series of data collection, questionnaire, field visit research, etc. Consulting interviews, quantitative qualitative analysis and other research methods, first of all, from the EAP project research background, significance and the current sales hall staff psychological and stress management status analysis. The feasibility and necessity of mobile business hall to carry out EAP project application are obtained. Then the concrete scheme of EAP construction is designed, including the concrete steps of construction demand, positioning, target, planning and dividing into three periods. Then the paper focuses on the specific implementation measures, highlights and results of the EAP construction of ZJ Mobile Business Hall in phases. Finally, on the basis of the research and practice, the paper analyzes the limitations and deficiencies in the current construction work. It is an innovation of enterprise management to put forward the next development direction and plan. EAP application and practice research in mobile business hall. It is an organic integration of EAP work and enterprise management mode to help solve the current management of enterprises. The outstanding problems and the actual situation in operation, to study how to use the flexible and flexible means of EAP management in mobile system effectively, so that the "rigid" KPI examination initiated by the company is turned into "flexible" humanistic management and psychological care. Help to promote ZJ mobile company's new generation business hall channel transformation, the ability upgrades, has the good enlightenment and the reference significance, has the strong operability.
【學(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F272.92;F626

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