EAP在ZJ移动营业厅转型升级中的应用与实践研究

发布时间：2018-03-09 14:49

本文选题：EAP(员工帮助计划)　切入点：移动营业厅　出处：《西南交通大学》2014年硕士论文　论文类型：学位论文

【摘要】：而今,移动通信及互联网行业的竞争日益激烈,ZJ移动公司做为当地通信行业的领头羊,同样面临着产业结构调整、战略发展转型、3G/4G牌照发放、虚拟运营商独立、铁塔公司单设等一系列新的竞争因子的产生,使得公司员工面临着日益增大的心理压力,一些员工由于无法找到正确的方法、途径去自我减压、自我宣泄,以至于带来一系列问题,比如职业倦怠、焦虑、抑郁,甚至有个别自杀倾向等,给企业管理带来了很大的困惑。尤其在窗口营业厅一线员工中最为突出和显现,随着3G/4G发展走向深入,使新一代移动营业厅的定位逐步由传统服务转向综合式营销,产品的多样性,服务的专业性、销售的系统性,以及计件薪酬制度的改革等,都给营业厅一线员工带来了巨大的压力与挑战。如何保障员工身心健康、改善员工心理行为,提升企业管理能力和效率,保持企业健康、可持续发展已成为当前企业管理、人力资源管理中的一项重要研究课题。EAP(员工帮助计划)是基于心理学原理实施的,一套企业管理的新思路、新方法、新工具；是由组织在企业内长期为员工设置的有系统性的、科学性的项目；包含个体心理层面的问题及困惑,组织层面的管理难题,切实通过心理学与管理学的结合,优化组织效能,改进组织问题,树立员工积极心态,提升企业良性组织氛围,从而提高企业生产效率等。本文选取ZJ移动公司一线营业厅为研究对象,以理论联系实际,通过系列数据采集、问卷、实地走访调查研究、咨询式访谈、定量定性分析等多种研究方法,首先从EAP项目开展的研究背景、意义及目前营业厅员工的心理及压力管理现状分析入手,得出移动营业厅开展EAP项目应用的可行性及必要性,接着针对性的设计了营业厅EAP建设的具体方案,包括建设的需求、定位、目标、规划及分设三个时期的具体实施步骤,然后重点阐述了ZJ移动营业厅EAP建设分时期、分阶段的具体实施举措、亮点及成效,最后在研究实践的基础上,分析目前建设工作中还存在的局限和不足之处,提出下一步发展方向和规划。EAP在移动营业厅的应用与实践研究,是企业管理工作的一项创新,是将EAP工作与企业管理方式有机融合,帮助解决企业当前在管理、运营中的突出问题和实际情况,对研究如何在移动系统内把EAP管理柔性灵活的手段有效运用,使公司倡导的“刚性”KPI考核转向“柔性”的人文管理和心理关爱,帮助促进ZJ移动公司新一代营业厅渠道转型、能力升级,有良好的启示和借鉴意义,具有较强的可操作性。
[Abstract]:Today, the competition in the mobile communications and Internet industries is becoming increasingly fierce. ZJ Mobile, as the leader in the local communications industry, is also facing the restructuring of the industry, the strategic development transition, the issuance of 3G / 4G licences, and the independence of virtual operators. The emergence of a series of new competition factors, such as a single set up by the Iron Tower Company, makes the employees of the company face increasing psychological pressure. Because some employees cannot find the right way to decompress themselves and vent themselves, As a result, it brings a series of problems, such as job burnout, anxiety, depression, and even individual suicidal tendency, which brings great confusion to business management. With the development of 3G / 4G, the orientation of the new generation mobile business hall has gradually shifted from traditional services to integrated marketing, product diversity, service professionalism, systematization of sales, and the reform of the piecework compensation system, and so on. How to protect employees' physical and mental health, improve their psychological behavior, enhance their management ability and efficiency, keep their health, sustainable development has become the current enterprise management. An important research topic in human resource management. EAPs (employee help Program) is based on psychological principles, a set of new ideas, new methods, new tools for enterprise management. Scientific projects, including individual psychological level problems and confusion, organizational level management problems, through the combination of psychology and management, optimize organizational effectiveness, improve organizational issues, set up a positive attitude of employees, This article selects the front line business office of ZJ mobile company as the research object, connecting theory with practice, through a series of data collection, questionnaire, field visit research, etc. Consulting interviews, quantitative qualitative analysis and other research methods, first of all, from the EAP project research background, significance and the current sales hall staff psychological and stress management status analysis. The feasibility and necessity of mobile business hall to carry out EAP project application are obtained. Then the concrete scheme of EAP construction is designed, including the concrete steps of construction demand, positioning, target, planning and dividing into three periods. Then the paper focuses on the specific implementation measures, highlights and results of the EAP construction of ZJ Mobile Business Hall in phases. Finally, on the basis of the research and practice, the paper analyzes the limitations and deficiencies in the current construction work. It is an innovation of enterprise management to put forward the next development direction and plan. EAP application and practice research in mobile business hall. It is an organic integration of EAP work and enterprise management mode to help solve the current management of enterprises. The outstanding problems and the actual situation in operation, to study how to use the flexible and flexible means of EAP management in mobile system effectively, so that the "rigid" KPI examination initiated by the company is turned into "flexible" humanistic management and psychological care. Help to promote ZJ mobile company's new generation business hall channel transformation, the ability upgrades, has the good enlightenment and the reference significance, has the strong operability.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F626

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