GS财险公司服务管理分析与提升研究

发布时间：2018-03-13 21:33

本文选题：财产保险　切入点：服务提升　出处：《电子科技大学》2017年硕士论文　论文类型：学位论文

【摘要】：当今世界,保险业的同质化竞争越来越严重,传统产品的价格优势在逐渐降低,保险公司作为一个咨询服务类的金融产业,服务作为重中之重已经被放在了任何企业的首要位置。优质的服务能更好的满足客户的需求,促进客户对保险公司形象有所改观、有所信任,从而提高客户的忠诚度,最终更好地满足了客户的需要,就此也更好的实现了保险公司的社会价值。同时,客户观念的改变能使得保险公司提高续保率且增加新保单。所以,想要达到客户满意且企业盈利的双赢策略,只能是靠企业优质的服务。服务水平是否能够使客户满意,关系到保险公司的发展与进步,关系到整个保险行业的信誉与水准。因此,加强保险公司客户服务质量管理水平变得非常重要。一个令客户满意的公司,它和客户的关系绝不单只建立在产品上,一个只会做好产品的企业不是好企业。伴随着科技水平的提升,保险企业服务水平也需要相应的提高,保险服务的内涵也需要更加丰富,保险服务产品更需要涌现出新颖的特性。保险公司想在竞争中立于不败之地,务必树立保险服务至上的营销观念。因此,保险公司要想提高其服务质量,树立服务至上的营销观念是至关重要的。研究主要采用了文献调查法、经验总结法等,首先介绍了研究背景、研究内容、研究意义以及国内外研究现状,接着介绍了GS财险公司的基本情况,分析GS财险公司服务管理现状,包括其财险公司服务体系及模式,有服务战略、服务策略、服务流程、服务标准、服务人员等等,指出了GS财险公司服务管理中存在的问题与原因,包括服务流程繁琐、服务时效较低、客户关系不完善缺乏分级管理、从业人员专业技能缺乏及素养问题以及服务流程不完善。针对这些问题,提出GS财险公司服务管理的提升设计,如构建服务体系与服务文化、服务流程改进与实施方案,包括服务流程改进、时效考核制度调整、客户分级管理制度及分级考核制度、技能培训及诚信管理、主动性服务监管方案。构建服务管理实施保障,要进行服务平台保障、服务质量保障、组织结构保障、人员配置保障等,最后进行总结和展望。
[Abstract]:In today's world, the homogeneous competition of the insurance industry is becoming more and more serious, and the price advantages of traditional products are gradually decreasing. Insurance companies are regarded as a financial industry of consulting services. Service as the top priority has been placed in the first place of any enterprise. High quality service can better meet the needs of customers, promote customers to improve the image of the insurance company, some trust, thereby enhancing customer loyalty, In the end, the customer needs are better met, and the social value of the insurance company is better realized. At the same time, the change of customer concept can make the insurance company increase the renewal rate and increase the new insurance policy. The win-win strategy to achieve customer satisfaction and enterprise profit can only depend on the excellent service of the enterprise. Whether the service level can satisfy the customer is related to the development and progress of the insurance company. Therefore, it is very important to strengthen the quality management of customer service of insurance companies. A company satisfied with customers, its relationship with customers is not only based on products, An enterprise that can only make good products is not a good enterprise. With the improvement of science and technology, the service level of insurance enterprises also needs to be improved accordingly, and the connotation of insurance services also needs to be enriched. Insurance service products need to emerge new characteristics. If insurance companies want to be invincible in the competition, they must establish the marketing concept that insurance services are paramount. Therefore, insurance companies want to improve the quality of their services. It is very important to establish the concept of service-oriented marketing. The research mainly adopts literature survey method, experience summary method and so on. First of all, it introduces the research background, research content, research significance and the current research situation at home and abroad. Then introduced the GS property insurance company's basic situation, analyzed the GS property insurance company service management present situation, including its property insurance company service system and the pattern, has the service strategy, the service strategy, the service flow, the service standard, the service personnel and so on, The problems and reasons in service management of GS property insurance company are pointed out, including complicated service flow, low service limitation, imperfect customer relationship and lack of hierarchical management. In view of these problems, the improvement design of GS property insurance company service management, such as constructing service system and service culture, service process improvement and implementation plan, is put forward. Including the improvement of service flow, adjustment of limitation assessment system, customer grading management system and grading assessment system, skill training and integrity management, initiative service supervision scheme, construction of service management implementation protection, service platform protection, Service quality assurance, organizational structure guarantee, staffing guarantee, etc.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F842.3;F274

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