河南省人保寿险客服中心绩效管理方案优化设计

发布时间：2018-11-03 20:51

【摘要】：进入21世纪以来,全球经济发展迅速。经济全球化和国际化趋势也日趋明显。全球化的经济趋势下,各方面竞争都在升级,现在的竞争已经从单纯的资源,金融,技术等硬件竞争升级到管理软件竞争。企业在经过经验管理,科学管理,现代管理等发展后,现在认识到了人力资源管理的重要性。人力资源管理面临的最大挑战就是如何提供满足公司战略目标要求的一系列管理服务。企业的明晰的战略规划是保障公司朝着正确方向发展的基石。在保障企业战略目标能够落实到实处,公司需要付出很大的努力。而现在在人力资源管理实践中,已经认可绩效管理对于人力资源管理的作用,也认同了绩效管理在实践战略目标中的地位。在这样的背景下,本文对主要就是对我们部门的绩效管理方案进行优化。本文第一章第二章先进行了理论研究,第三章介绍了本文研究的主体河南人保寿险公司客服中心的概况及绩效管理现状,并做了详尽分析,指出其中存在的问题。在第四章对于部门的绩效方案进行了优化设计。绩效管理方案设计包括设计目的、原则以及适用对象等内容,接着根据我们电话中心的实际对绩效管理主体部分进行了细分,并且从绩效计划、绩效考核、绩效提升三个方面提出了相应的措施。第五章指出了为了保障绩效管理方案能够顺利落实到工作中需要的注意的问题以及需要的制度保障。在对理论分析并且结合实际得出相对应的绩效管理方案后,在第六章得出了结论。
[Abstract]:Since entering the 21 st century, the global economy has developed rapidly. The trend of economic globalization and internationalization is becoming more and more obvious. Under the trend of globalization, the competition in all aspects is upgrading. Now the competition has been upgraded from pure resources, finance, technology and other hardware competition to management software competition. After the development of experience management, scientific management and modern management, enterprises now realize the importance of human resource management. The biggest challenge of human resource management is how to provide a series of management services to meet the company's strategic objectives. The clear strategic plan of the enterprise is the cornerstone of ensuring the development of the company in the right direction. In order to ensure the implementation of corporate strategic objectives, the company needs to pay a great deal of effort. Now in the practice of human resource management, the role of performance management in human resource management has been recognized, and the position of performance management in the practice of strategic objectives has also been recognized. Under this background, this paper optimizes the performance management scheme of our department. In the first chapter, the second chapter makes a theoretical study, and the third chapter introduces the general situation of the customer service center of Henan Life Insurance Company and the current situation of the performance management, and makes a detailed analysis, and points out the existing problems. In the fourth chapter, the performance scheme of the department is optimized. The design of performance management scheme includes design purpose, principle and applicable object, then according to the actual situation of our telephone center, the main part of performance management is subdivided, and the performance plan, performance appraisal, etc. Three aspects of performance improvement proposed the corresponding measures. The fifth chapter points out the problems that need to be paid attention to and the system guarantee in order to ensure that the performance management scheme can be carried out smoothly. After analyzing the theory and combining with practice, the corresponding performance management scheme is concluded in chapter 6.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F842.3

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