DK公司现场服务技师离职原因分析和对策研究

发布时间：2018-01-13 02:14

本文关键词：DK公司现场服务技师离职原因分析和对策研究　出处：《华东理工大学》2017年硕士论文　论文类型：学位论文

【摘要】：在经济飞速发展的今天,越来越多的企业正在将目光投到客户价值体验的课题上来。为了创造卓越的客户价值体验,企业需要提供人性化、智能化的产品,此外,还必须配备一流的客户服务团队。针对企业产品或者服务的特点,为满足客户需求,相当比例的客户服务活动需要技能型人才在客户现场进行售后服务的工作。人才是企业发展的基础。技能型人才既具有丰富的专业知识,又具有突出的技术特长。因此,他们择业范围更广,就业机会更多。技能型人才的离职,己经成为很多企业人力资源管理面临的最大挑战之一。如何吸引、保留和激励那些对于企业来说至关重要的技能型人才,已经成为企业人力资源管理研究的重要课题。本文针对DK公司现场服务技师离职率居高不下这个问题,结合企业的人力资源状况,通过分析该公司现场服务技师团队的人员构成、工作特征、离职现状,采用工作满意度调查、离职员工回访和管理人员访谈的研究方法,探讨现场服务技师离职的影响因素。基于员工离职、员工激励等相关理论,本文从优化招聘流程、完善新员工试用期管理、调整薪资福利结构、建立双重职业发展通道等方面提出了有针对性和操作性的建议,以期稳定现场服务技师队伍,调动员工的积极性、主动性和创造性,提升企业核心竞争力,促进企业稳定、持续地发展。
[Abstract]:With the rapid development of economy, more and more enterprises are focusing on the subject of customer value experience. In order to create excellent customer value experience, enterprises need to provide humanized and intelligent products. In addition, must also be equipped with first-class customer service team. According to the characteristics of the enterprise products or services, to meet customer needs. A considerable proportion of customer service activities require skilled personnel in customer on-site after-sales service work. Talent is the basis of enterprise development. Skilled talents have rich professional knowledge. Therefore, they choose a wider range of jobs, more employment opportunities. The departure of skilled personnel has become one of the biggest challenges faced by human resources management in many enterprises. How to attract. It has become an important subject in the research of human resource management to retain and motivate the skilled talents which are very important to the enterprise. This paper aims at the high turnover rate of on-site service technicians in DK Company. Combined with the human resource situation of the enterprise, through the analysis of the company's on-site service technician team of personnel composition, job characteristics, the status quo of turnover, the use of job satisfaction survey. Based on the theory of employee turnover and employee motivation, this paper tries to optimize the recruitment process. To improve the probation period management of new employees, adjust the structure of salary and welfare, establish a dual career development channels and other aspects of targeted and operational suggestions, in order to stabilize the team of on-site service technicians, mobilize the enthusiasm of the staff. Initiative and creativity, enhance the core competitiveness of enterprises, promote the stability of enterprises, sustainable development.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F426.4

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