大庆未来城物业公司客服部员工培训方案设计

发布时间：2018-03-22 12:35

本文选题：未来城物业公司　切入点：客服部　出处：《吉林大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着经济社会的发展和城市化进程的加快，物业服务已逐渐成为提升城市形象和人民群众生活品质的新兴行业。随着改革开放不断深化，物业管理模式和服务理念发生重大变革，物业服务面临着管理由粗放型向集约型转变、服务模式从统一化向差异化转变、从劳动密集型向知识密集型转变。物业法律、法规的进一步完善，业主的权益意识更加明晰。人们生活水平不断提高，业主对于物业服务的需求趋于个性化和复杂化，物业管理面临着向服务者的转型。大庆未来城物业公司由房地产开发设立，其物业管理经验不足，物业服务存在以管理代替服务的现象。企业面临着业主满意度低、投诉率高的问题，员工在向业主提供服务过程中缺乏服务意识，处理业主维修要求以及纠纷时存在相互推诿、拖延等。企业未能及时告知业主收费项目构成和标准，物业收费价格及项目不透明，造成业主对于企业产生只收费、不服务的不良评价。公司也面临着专业人才缺乏，员工离职率高等问题，这些问题制约着企业的长远发展。本文以直接与业主沟通的客服部员工为研究对象，研究制定符合其职业特点的培训方案，以提升物业服务水平。首先，通过问卷调查、访谈法等方式，本文深入分析客服部员工培训方案的现状和问题，并准确诊断原因。这对于改进现有培训方案，对更准确地定位培训需求具有重要意义。其次，文章以适合企业愿景、提升员工工作胜任能力为切入点，研究员工与企业“共赢”的培训课程方案。以柯克帕特里克评估模型为基础，研究培训评估方案的构建，确保培训产出最大化，促进培训方案的持续改进。最后，为保障培训的顺利实施，文章提出了制度和组织方面的保障措施。其中，学习型企业文化建设有利于促进企业形成良好的学习氛围和环境，，增强员工的学习能力和创新意识。
[Abstract]:With the development of economy and society and the acceleration of urbanization, property service has gradually become a new industry to promote the image of the city and the quality of life of the people. Great changes have taken place in property management mode and service concept, property service is facing the change from extensive to intensive, service mode from unification to differentiation, from labor-intensive to knowledge-intensive. With the further improvement of laws and regulations, the consciousness of owner's rights and interests is more clear, people's living standard is improving constantly, the demand of owner's property service tends to be individualized and complicated, and the property management is facing the transformation to the service provider. Daqing Future City property Company is set up by real estate development, its property management experience is not enough, property service is replaced by management, enterprises are faced with the problem of low customer satisfaction and high complaint rate. In the process of providing service to the owner, the employee lacks the service consciousness, handles the owner's maintenance request and disputes, and so on. The enterprise fails to inform the owner of the composition and standard of the charging items in time, the price of the property charge and the project are not transparent, and so on. The company also faces the problems of lack of professional talents and high turnover rate, which restrict the long-term development of the enterprise. This article takes the customer service department staff who communicate with the owner directly as the research object, studies and formulates the training plan which conforms to their occupation characteristic, in order to enhance the property service level. First, through the questionnaire investigation, the interview method and so on, This paper deeply analyzes the current situation and problems of customer service staff training programs, and accurately diagnoses the reasons. This is of great significance for improving the existing training programs and more accurately locating the training needs. Secondly, the article adapts to the enterprise vision. Based on Kirkpatrick evaluation model, this paper studies the construction of training evaluation program to ensure maximum training output. Finally, in order to ensure the smooth implementation of the training, the article puts forward the institutional and organizational safeguards. Among them, the construction of the learning enterprise culture is conducive to promoting the enterprise to form a good learning atmosphere and environment. Enhance employee's learning ability and innovation consciousness.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F299.233.47

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