ZT公司车险电销业务人力资源配置及其优化研究

发布时间：2018-03-27 10:46

本文选题：电销车险　切入点：人力配置模型　出处：《上海交通大学》2014年硕士论文

【摘要】：本文分析了国内外汽车保险的发展情况及国内车险新渠道发展状况。通过分析现行的车险赔付成本压力以及即将推行的费率改革带来的政策变化,对保险公司提出更高的管理要求,其内部将集中于精细化管理水平、产品服务创新能力以及资源整合能力。只有练好内功,才能在此次改革中保持竞争优势地位。ZT公司是一家以电销、网络销售为主要经营范围的一家销售平台公司,向集团内的其他专业子公司提供渠道销售服务,并按照销售金额的一定比例收取费用。ZT公司现有的人员配置管理模式主要是依据编制预算时确定的人力情况,按照以往业务的历史波动规律进行人力储备及配置,对于在日常实际运营过程中发生的一些如人员流失、市场环境变化等,不能做出及时合理的有效调整,在保证业绩达成前提下发挥在人力成本目标范围内的最优效能。为解决以上问题,提供给区域一个在实际日常运营中可以直接使用并帮助区域合理安排人力储备的工具,本文通过对车险电销业务人力配置模型进行优化:1)实现多目标达成,增加业绩目标与市场挂钩,可实现与市场情况变化同步保证各项KPI指标均衡达成;2)在保证多重业务目标达成情况下,设计一个坐席人力配置模型,模型各项参数均可根据实际情况实时动态变化,以保证模型输出结果与时俱进,可及时指导业务决策;3)在模型中引入成本管理概念,实现在成本可控范围内的最优配置。本文通过将保费业绩目标的绝对值和与市场增速挂钩的相对值统一考虑,采用季节指数法、时间序列来预测市场增速情况,并根据市场情况每月调整一次预测,以保证保费业绩双目标的达成。在保费目标确定的情况下,在人力费用率、业务波动规律、招聘培训资源有限等限制条件下,在实现利润最大化目标下,通过整数规划求解得到调整后的各个服务模式坐席人力配置,从而指导各项管理动作的实施,实现了从保费目标到人员招聘培训的全流程管理。
[Abstract]:This paper analyzes the development of automobile insurance both at home and abroad and the development of new domestic vehicle insurance channels. Through the analysis of the current cost pressure of auto insurance compensation and the policy changes brought about by the rate reform to be carried out, Put forward higher management requirement to insurance company, its interior will concentrate on fine management level, product service innovation ability and resource integration ability. In order to maintain a competitive advantage in this reform. ZT Company is a sales platform company with electricity sales and network sales as its main business scope, providing channel sales services to other professional subsidiaries in the group. The current staffing management mode of ZT Company is mainly based on the manpower situation determined when the budget is drawn up, and the manpower reserve and allocation are carried out according to the historical fluctuation law of the past business. For some things that occur in the course of daily operation, such as staff loss, changes in market environment, etc., they cannot make timely, reasonable and effective adjustments. In order to solve the above problems, we can provide the region with a tool that can be used directly in daily operation and help the region arrange the manpower reserve reasonably. In this paper, we optimize the manpower allocation model of car insurance electricity sales business to achieve multi-objective, and increase the linkage between the performance target and the market. It can realize synchronizing with the change of market conditions to ensure that all KPI indexes are balanced to reach 2) under the condition that multiple business objectives are achieved, a seat manpower allocation model is designed, and each parameter of the model can change dynamically according to the actual situation in real time. In order to ensure that the output of the model keeps pace with the times and can guide business decision making in time, the concept of cost management is introduced into the model. By considering the absolute value of premium performance target and the relative value linked to market growth rate, the seasonal index method and time series are used to predict the market growth rate. The forecast is adjusted once a month according to the market conditions to ensure the achievement of the double objectives of premium performance. In the case of premium target determination, under the constraints of manpower cost rate, business fluctuation rule, limited recruitment and training resources, etc. In order to realize the goal of profit maximization, the adjusted service mode is solved by integer programming, which guides the implementation of various management actions, and realizes the whole process management from premium target to personnel recruitment and training.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F842.634;F724.6

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