A财产保险公司客服部绩效管理体系研究

发布时间：2018-05-14 16:14

本文选题：绩效管理 + 关键绩效指标　；参考：《北京化工大学》2015年硕士论文

【摘要】：保险公司属于金融类企业也是典型的服务行业,正面临着快速发展和越来越激烈的竞争,这对后台的管理水平提出了越来越高的要求。客服部作为售后部门需要直接接触客户,可以说,客服部的表现代表了公司的水平,其提供的服务质量决定了公众对公司的评价和选择。对于财产保险公司来说,由于不生产和销售实物商品,而仅仅是提供服务和信用,其提供的产品能否得到认可,使客户忠诚度持续提高事关企业能否持续经营。但目前,国内的产险公司客户服务部普遍存在人员跳槽频繁、缺乏对企业的认同、工作消极等现象,这些现象或多或少都与绩效管理相关,对保险公司的发展有一定的制约作用。目前国内的众多保险公司在绩效管理问题上过多的依赖于外国的理论经验,未能根据中国国情进行实证反面的研究和探索,跟别说是结合某一具体部门进行绩效管理体系的改进了。因此建立起一套适合中国国情适合客服部门特点的绩效管理体系,对提升整个公司的服务质量和竞争力都具有非凡的意义。针对以上情况,本文确定了研究思路。本文以保险公司的绩效管理为研究内容,以绩效管理科学理论知识为基础,结合A公司及客服部的管理现状,分析客服部各岗位各层级员工在工作中凸显出来的问题,以绩效管理的视角进行分析解释。针对性的分析客服部目前的绩效管理方案中存在的问题,结合理论知识与国内外保险公司先进的绩效管理经验对A公司客服部绩效管理工作中的关键指标的设定、考核过程的流程完善、实施过程的保障措施改进以及绩效结果的多方应用等多个环节着手调整,进而实现对整个绩效管理体系的改进完善。力求通过绩效管理来提升客服部各项服务工作,并积极应对公司的国际化发展战略。同时,该体系的改进方案设计对整个行业说是一次全新的探索,理论的构建及实施在一定程度上对财产险的客户服务部门的发展具有一定的参考作用。
[Abstract]:Insurance company is also a typical service industry, which is facing rapid development and more fierce competition, which puts forward higher and higher requirements for the background management level. Customer service department needs to contact customers directly as after-sales department. It can be said that the performance of customer service department represents the level of the company, and the quality of service it provides determines the public evaluation and choice of the company. For property insurance companies, because they do not produce and sell physical goods, but only provide services and credit, the products they provide can be recognized, and the continuous improvement of customer loyalty depends on whether the enterprise can continue to operate. But at present, the domestic property insurance company customer service department generally exists the personnel to change jobs frequently, lacks the identification to the enterprise, the work negative and so on phenomenon, these phenomena are all related to the performance management more or less. The development of insurance companies has certain constraints. At present, many domestic insurance companies rely too much on foreign theoretical experience in performance management, and fail to conduct empirical and negative research and exploration according to China's national conditions. Not to mention an improvement in the performance management system in conjunction with a specific department. Therefore, it is of great significance to establish a set of performance management system suitable for China's national conditions and customer service sector characteristics to enhance the service quality and competitiveness of the whole company. In view of the above situation, this article has determined the research thought. This article takes the performance management of the insurance company as the research content, takes the performance management science theory knowledge as the foundation, unifies the A company and the customer service department management present situation, analyzes the customer service department each post each level staff in the work prominent question, Analysis and explanation from the perspective of performance management. This paper analyzes the problems existing in the current performance management scheme of customer service department, and sets the key indicators in the performance management work of customer service department of company A by combining theoretical knowledge and advanced performance management experience of insurance companies at home and abroad. In order to improve the whole performance management system, the process of assessment is perfect, the guarantee measures of the implementation process are improved, and the multi-application of performance results is adjusted in order to realize the improvement and perfection of the whole performance management system. Strive to improve customer service through performance management, and actively respond to the company's international development strategy. At the same time, the improved scheme design of the system is a new exploration for the whole industry, and the construction and implementation of the theory has a certain reference role for the development of property insurance customer service department to a certain extent.
【学位授予单位】：北京化工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272.92;F842.3

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