太保财险95500呼叫中心绩效考核改进研究

发布时间：2018-06-28 18:53

本文选题：绩效考核 + 95500呼叫中心　；参考：《吉林大学》2013年硕士论文

【摘要】：随着社会的进步与发展，保险越来越被人们所熟悉和重视。保险市场也逐渐趋于完善并发展壮大。近几年，国内、国外不同品牌，独资、合资不同形式以及大大小小不同规模的各种保险公司在短期内如雨后春笋般遍布市场各个角落。据调查，许多保险公司的高层管理部门已开始采取战略调整、业务转型、组织重构、流程再造等林林总总的改革措施，特别是针对服务体系的改革尤为关键。而事实上，一些传统保险公司的改革却举步维艰，其中，改革的重点方向之一就是绩效考核问题。绩效考核体系是现代企业人力资源管理过程中的重要工具与手段。基于这种现状，本文仅通过人力资源管理相关理论的介绍，概述全面绩效考核在企业战略调整、业务转型、组织重构、流程再造等重大改革措施中所能够起到的重要作用；其次，以中国太平洋财产保险股份有限公司吉林省分公司客户服务部95500呼叫中心为例，分析其在实施绩效考核的运营状况，存在哪些问题，指出其面临的危机。分析企业现今所面临的现实情况，对原有绩效考核方案进行改进设计，并制定出实施的步骤和提出需要解决的问题的方法，介绍绩效考核实施的保障性措施和实施效果评价，为企业的高速、稳定的发展贡献力量。本文共有六部分内容：第一部分绪论主要是选题的背景和意义，对国内外研究现状进行了阐述，并且从研究目的、内容，研究思路和研究方法介绍了论文写作思路；第二部分从绩效考核的定义目标和目的详细介绍了绩效考核，详细介绍了四种绩效考核方法，包括优缺点；第三部分主要是介绍太保财险95500呼叫中心绩效考核现状，介绍了95500呼叫中心的简介，，分析了绩效考核现状，指出绩效考核体系存在的问题及原因；第四部分是主要部分，绩效考核改进方案设计，从方案设计的原则、方案设计依据、考核指标体系的设计、考核权重的设计、考核形式选择方面设计出更加合理的方案。第五部分介绍了绩效考核方案的实施及效果评价，其中包括绩效考核实施的步骤和绩效考核实施的措施和实施效果评价；第六部分是文章的结论。
[Abstract]:With the progress and development of society, insurance is becoming more and more familiar and important. Insurance market also tends to perfect gradually and grow stronger. In recent years, domestic and foreign different brands, sole proprietorship, different forms of joint ventures and different sizes of insurance companies have sprung up all over the market in the short term. According to the survey, many top management departments of insurance companies have begun to take a variety of reform measures, such as strategic adjustment, business transformation, organizational restructuring, process reengineering and so on, especially for the reform of service system. In fact, the reform of some traditional insurance companies is difficult, one of the key directions of the reform is performance appraisal. Performance appraisal system is an important tool and means in the process of modern enterprise human resource management. Based on this situation, this paper only through the introduction of human resources management theory, summarizes the overall performance appraisal in the enterprise strategic adjustment, business transformation, organizational restructuring, process reengineering and other important reform measures can play an important role; Secondly, taking the 95500 call center of customer service department of Jilin Branch of China Pacific property Insurance Co., Ltd as an example, this paper analyzes the operational status of the implementation of performance appraisal, what problems exist and points out the crisis it faces. In this paper, the author analyzes the reality that enterprises are faced with, designs the original performance appraisal scheme, formulates the implementation steps and puts forward the methods to solve the problems, and introduces the safeguard measures and the effect evaluation of the performance appraisal. For the enterprise's high-speed, stable development contribution. There are six parts of this paper: the first part is the background and significance of the topic, the domestic and foreign research on the status quo, and from the research purpose, content, research ideas and research methods to introduce the writing ideas of the paper; The second part introduces the performance appraisal in detail from the definition goal and purpose of the performance appraisal, and introduces four kinds of performance appraisal methods in detail, including the advantages and disadvantages; the third part mainly introduces the current situation of the performance appraisal of the 95500 call center of Taibao property insurance. This paper introduces the brief introduction of 95500 call center, analyzes the present situation of performance appraisal, points out the problems and causes of the performance appraisal system, the fourth part is the main part, the design of the improved scheme of the performance appraisal, the principle of the scheme design, the basis of the scheme design. The design of evaluation index system, the design of examination weight and the selection of examination form design more reasonable scheme. The fifth part introduces the implementation and effect evaluation of the performance appraisal scheme, including the steps of performance appraisal implementation, the measures of performance appraisal implementation and the implementation effect evaluation; the sixth part is the conclusion of the article.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F842.3

【参考文献】