Y通信公司呼叫中心勞務(wù)派遣員工職業(yè)生涯管理研究
發(fā)布時間：2018-11-18 22:06
【摘要】：通信行業(yè)呼叫中心其技術(shù)、勞動與智力密集的服務(wù)行業(yè)特征使其本來就對人力資源的管理要求很高,同時其員工的勞務(wù)派遣身份更帶來員工職業(yè)安全感低、流失率偏高等諸多不穩(wěn)定問題,因此如何從職業(yè)生涯管理的角度,提升員工的積極性,是通信行業(yè)呼叫中心人力資源管理員工激勵方面新的研究內(nèi)容。 本文以Y通信公司呼叫中心勞務(wù)派遣員工為研究對象,從職業(yè)生涯管理角度研究呼叫中心的一種新的員工激勵機制。Y通信公司呼叫中心職業(yè)生涯管理存在體系不健全和形式單一、人才梯隊建設(shè)不合理和人才缺乏、呼叫中心工作性質(zhì)和員工勞務(wù)派遣身份所帶來的職業(yè)發(fā)展不暢等問題。針對這些問題,對呼叫中心實施職業(yè)生涯管理的設(shè)計思路和關(guān)鍵環(huán)節(jié)進行研究,從職業(yè)發(fā)展、能力評價、人才培養(yǎng)、動態(tài)維護四個角度提出了一套呼叫中心職業(yè)生涯管理的具體實施體系方案,最后對呼叫中心職業(yè)生涯管理體系實施保障條件的提出了人員、文化、相關(guān)激勵機制的保障思路。 本文是力圖通過建立一套實操性強的通信行業(yè)呼叫中心勞務(wù)派遣員工職業(yè)生涯管理體系,以期對通信行業(yè)呼叫中心的職業(yè)生涯管理研究、激勵機制建立、員工忠誠度提升等方面具有一定的參考價值和借鑒意義。
[Abstract]:The technical, labor and intelligence intensive service industry features of the call center in the communications industry make it highly demanding on the management of human resources. Meanwhile, the labor dispatch status of its employees also leads to a low level of professional sense of security. So how to improve the enthusiasm of staff from the perspective of career management is a new research content of human resources management staff motivation in communication industry call center. In this paper, Y communication company call center labor dispatch staff as the research object, From the point of view of career management, this paper studies a new employee incentive mechanism of call center. The system of career management of call center in Y communication company is not perfect and the form is single, the construction of talent echelon is unreasonable and the talent is short of. Call center work nature and employee labor dispatch status brought about by the poor career development and other issues. Aiming at these problems, this paper studies the design ideas and key links of career management in call center, including career development, ability evaluation, talent training, etc. This paper puts forward a set of specific implementation system scheme of career management in call center from four angles of dynamic maintenance, and finally puts forward the guarantee ideas of personnel, culture and relevant incentive mechanism for the implementation of career management system of call center. This paper tries hard to establish a set of professional career management system of labor dispatch staff in call center of communication industry, in order to study the career management of call center in communication industry, and establish the incentive mechanism. Staff loyalty promotion and other aspects have certain reference value and reference significance.
【學位授予單位】：云南大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F272.92;F626
本文編號：2341404
[Abstract]:The technical, labor and intelligence intensive service industry features of the call center in the communications industry make it highly demanding on the management of human resources. Meanwhile, the labor dispatch status of its employees also leads to a low level of professional sense of security. So how to improve the enthusiasm of staff from the perspective of career management is a new research content of human resources management staff motivation in communication industry call center. In this paper, Y communication company call center labor dispatch staff as the research object, From the point of view of career management, this paper studies a new employee incentive mechanism of call center. The system of career management of call center in Y communication company is not perfect and the form is single, the construction of talent echelon is unreasonable and the talent is short of. Call center work nature and employee labor dispatch status brought about by the poor career development and other issues. Aiming at these problems, this paper studies the design ideas and key links of career management in call center, including career development, ability evaluation, talent training, etc. This paper puts forward a set of specific implementation system scheme of career management in call center from four angles of dynamic maintenance, and finally puts forward the guarantee ideas of personnel, culture and relevant incentive mechanism for the implementation of career management system of call center. This paper tries hard to establish a set of professional career management system of labor dispatch staff in call center of communication industry, in order to study the career management of call center in communication industry, and establish the incentive mechanism. Staff loyalty promotion and other aspects have certain reference value and reference significance.
【學位授予單位】：云南大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F272.92;F626
【參考文獻】
相關(guān)期刊論文 前3條
1 蘇旭;;國有企業(yè)職業(yè)生涯管理探討[J];化工管理;2010年06期
2 王曉莊;陳世平;;派遣制員工的心理契約特征分析[J];廣州大學學報(社會科學版);2007年07期
3 歐陽元華;;派遣制員工管理思考[J];信息網(wǎng)絡(luò);2006年07期
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