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X公司员工流失问题研究

发布时间:2018-01-09 19:02

  本文关键词:X公司员工流失问题研究 出处:《南京大学》2017年硕士论文 论文类型:学位论文


  更多相关文章: 呼叫中心 员工流失 组织岗位体系 企业文化


【摘要】:员工流失是人力资源管理者日常工作所要面对的一个常见事件,员工流失率高,往往令管理者头疼不已。这种情况尤其体现在以人为主要生产要素的行业,无论是低端的劳动密集型行业还是高端的知识密集型行业。本文所研究的呼叫中心就是劳动密集型的代表行业,也是近年来很多相对欠发达地方推行的服务外包行业的代表。而随着呼叫中心在中国产生以来,相关企业在实现规模增长的同时也在谋求着管理水平的提升,对流失率的控制就是重点之一。员工流失问题是建立在企业视角的问题研究,而其本质是一个系统性问题,关乎企业管理的诸多方面。本文首先对员工流失相关概念、理论、模型进行了回顾,找出其中适用于目标企业研究的部分。其后对目标企业的现状进行了厘清和提取,着重关注在高速发展背后的人力资源状况。接着通过对企业的问卷调查和访谈,总结导致员工流失的十一个问题:员工晋升通道受阻;管幅过大引起管理失效;工作压力过大;工作与其他方面的不平衡;工作资源的分配的不确定性;外部同行薪酬的干扰导致员工心态变化;工作性质社会评价低;过度的销售导向的副作用;团队合作和分享出现障碍;工作回报低;建议和想法不会得到公司的采纳。最后通过分析总结出导致企业员工流失率过高的关键原因,即组织岗位体系的不足、工作特征带来的负面影响、薪酬体系不健全和企业文化的缺位四个方面。基于以上四个原因,本文在其后提出个人对改变这些方面的一些对策和建议,即搭建完善的组织岗位体系、通过多种方法排除工作特征带来的负面影响、完善薪酬体系建设以及建立企业文化提升机制。通过对目标企业的理论与实际的研究,相信可以从一个视角对员工流失率过高这个普遍性存在呼叫中心等行业的问题有更为直观的认识,并为将来的进一步研究打下基础。
[Abstract]:Staff turnover is a common event faced by human resource managers in their daily work. The high staff turnover rate often causes managers a headache. This situation is especially reflected in the industry where people are the main factors of production. Whether it is a low-end labor-intensive industry or a high-end knowledge-intensive industry. The call center studied in this paper is a labor-intensive representative industry. It is also a representative of the service outsourcing industry in many less developed places in recent years. However, with the emergence of call center in China, the related enterprises are also seeking to improve the management level while realizing the scale growth. One of the key points is to control the wastage rate. The problem of employee turnover is based on the enterprise perspective, and its essence is a systemic problem. Related to many aspects of enterprise management. Firstly, this paper reviews the related concepts, theories and models of employee turnover. Find out the part which is suitable for the research of the target enterprise, and then clarify and extract the status quo of the target enterprise. Focus on the human resource situation behind the rapid development. Then through the questionnaire survey and interviews to the enterprise, summed up the 11 problems that lead to the staff loss: the staff promotion channel is blocked; Management failure caused by too large pipe width; Too much work pressure; The imbalance between work and other aspects; Uncertainty in the allocation of work resources; The interference of external peer pay leads to the change of employees' mentality; Low social evaluation of the nature of work; The side effects of excessive sales orientation; Obstacles to teamwork and sharing; Low return on work; Suggestions and ideas will not be adopted by the company. Finally, through the analysis of the enterprise staff turnover rate caused by the high key reasons, that is, the lack of organizational position system, the negative impact of work characteristics. Based on the above four reasons, this paper puts forward some personal countermeasures and suggestions to change these aspects, that is, to set up a perfect organizational post system. Through a variety of methods to eliminate the negative impact of work characteristics, improve the construction of compensation system and establish a corporate culture promotion mechanism. Through the theoretical and practical research on the target enterprises. It is believed that we can have a more intuitionistic understanding of the problem of high staff turnover rate which exists in call center and other industries from a perspective, and lay a foundation for further research in the future.
【学位授予单位】:南京大学
【学位级别】:硕士
【学位授予年份】:2017
【分类号】:F272.92;F713.32

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