C保险公司柜面现状及标准化建设举措
发布时间：2018-08-08 20:58
【摘要】：21世纪的今天,科技发展日新月异,企业创新层出不穷,标准化日益在企业管理中发挥至关重要的作用,已成为提高企业管理水平,促进企业发展的有效途径。做好标准化工作是企业实现现代化管理和科学管理的需要,也是企业创造经济效益必不可缺的基本手段和基础工作。 所谓“标准化”的含义为在经济、技术、科学及管理等社会实践中,对重复性事物和概念通过制定、实施标准,达到统一,以获得最佳秩序和社会效益的过程。实施标准战略,可以促进行业由大变强。标准化建设已引进到各行各业,各个层次,成为创新发展的突破口。而企业职场做为一切管理运作的舞台,对企业发展意义重大。优秀的办公场所不但可以提升企业服务竞争力,而且能够加大员工归属感,增加客户满意度。 柜面作为寿险公司与客户有效沟通的服务窗口,施行统一化、标准化建设显得尤为重要。面对激烈的保险市场竞争,企业要经得起来自各方面的挑战和把握好机遇,谋求企业管理目标实现,就要不断的发展和创新,推行人性化的服务。而柜面做为客户与我们零距离接触的媒介,受理各类业务的有效场所,不但可以反映出企业的管理模式,更能够折射出企业的文化气息。把柜面规范成为全国统一标准,向客户提供人性化服务,使柜面成为公司品牌和服务的载体,不仅有效地提升企业品牌形象,也在一定程度上促进业务的发展,同时有效地提升客户对企业服务的满意度与信任度。 某保险公司C作为全国知名的人寿保险公司也在积极地实践着柜面标准化建设。C公司运营层次分析法的原理,从柜面管理、建设质量和工作效率、服务标准与行为,客户感受等多方面进行分析,借此找到引起这些问题的根本原因,以现代化管理代替传统运营模式,研究制定符合内外部要求的柜面标准化建设战略,从而提升企业竞争能力,确保服务专业、快捷、规范、标准。
[Abstract]:In the 21st century, with the rapid development of science and technology, enterprise innovation is emerging one after another. Standardization plays an important role in enterprise management day by day. It has become an effective way to improve the level of enterprise management and promote the development of enterprises. It is necessary for enterprises to realize modern management and scientific management to do standardization work well. It is also an indispensable basic means and basic work for enterprises to create economic benefits. The so-called "standardization" means that in the social practice of economy, technology, science and management, the process of making and implementing standards to achieve unity in order to obtain the best order and social benefit is the process of making and implementing standards for repetitive things and concepts. Implement standard strategy, can promote industry from big to strong. Standardization construction has been introduced into various industries and levels, becoming a breakthrough in innovation and development. As the stage of all management operation, the enterprise workplace is of great significance to the development of the enterprise. Excellent office can not only enhance the service competitiveness of enterprises, but also enhance the sense of belonging and customer satisfaction. As the service window of effective communication between life insurance company and customers, it is very important to implement unified and standardized construction. In the face of fierce competition in insurance market, enterprises should stand up to the challenges from all aspects and grasp the opportunities to achieve the objectives of enterprise management, it is necessary to constantly develop and innovate, and carry out humanized services. As the media of zero distance contact between customers and us, the counter can not only reflect the management mode of the enterprise, but also reflect the culture of the enterprise. To make the cabinet standard a unified national standard, to provide the customers with humanized services, and to make the cupboard become the carrier of the company's brand and service, not only effectively promote the brand image of the enterprise, but also promote the development of business to a certain extent. At the same time, effectively improve customer satisfaction and trust in enterprise services. A certain insurance company C, as a nationally famous life insurance company, is also actively practicing the principle of Analytic hierarchy process (AHP) of the container standardization construction. C company, from the aspects of counter management, construction quality and work efficiency, service standard and behavior. Through the analysis of customer feelings and other aspects, we can find out the root causes of these problems, replace the traditional operation mode with modern management, and study and formulate the construction strategy of standardization of cabinet that conforms to the internal and external requirements, thereby enhancing the competitiveness of enterprises. Ensure professional, fast, standardized and standard service.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272;F842.3
[Abstract]:In the 21st century, with the rapid development of science and technology, enterprise innovation is emerging one after another. Standardization plays an important role in enterprise management day by day. It has become an effective way to improve the level of enterprise management and promote the development of enterprises. It is necessary for enterprises to realize modern management and scientific management to do standardization work well. It is also an indispensable basic means and basic work for enterprises to create economic benefits. The so-called "standardization" means that in the social practice of economy, technology, science and management, the process of making and implementing standards to achieve unity in order to obtain the best order and social benefit is the process of making and implementing standards for repetitive things and concepts. Implement standard strategy, can promote industry from big to strong. Standardization construction has been introduced into various industries and levels, becoming a breakthrough in innovation and development. As the stage of all management operation, the enterprise workplace is of great significance to the development of the enterprise. Excellent office can not only enhance the service competitiveness of enterprises, but also enhance the sense of belonging and customer satisfaction. As the service window of effective communication between life insurance company and customers, it is very important to implement unified and standardized construction. In the face of fierce competition in insurance market, enterprises should stand up to the challenges from all aspects and grasp the opportunities to achieve the objectives of enterprise management, it is necessary to constantly develop and innovate, and carry out humanized services. As the media of zero distance contact between customers and us, the counter can not only reflect the management mode of the enterprise, but also reflect the culture of the enterprise. To make the cabinet standard a unified national standard, to provide the customers with humanized services, and to make the cupboard become the carrier of the company's brand and service, not only effectively promote the brand image of the enterprise, but also promote the development of business to a certain extent. At the same time, effectively improve customer satisfaction and trust in enterprise services. A certain insurance company C, as a nationally famous life insurance company, is also actively practicing the principle of Analytic hierarchy process (AHP) of the container standardization construction. C company, from the aspects of counter management, construction quality and work efficiency, service standard and behavior. Through the analysis of customer feelings and other aspects, we can find out the root causes of these problems, replace the traditional operation mode with modern management, and study and formulate the construction strategy of standardization of cabinet that conforms to the internal and external requirements, thereby enhancing the competitiveness of enterprises. Ensure professional, fast, standardized and standard service.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272;F842.3
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