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论文编号：	14367
作者编号：	2320213544
上传时间：	2023/12/12 17:10:14
中文题目：	C人寿保险公司运营条线工作绩效改进研究
英文题目：	Performance Improvement Study on the Operational Line of Work in C Life Insurance Company
指导老师：	李季
中文关键字：	运营条线工作绩效；心理资本；压力；改进策略
英文关键字：	Operational Performance；Psychological Capital；Pressure；Improvement Strategies
中文摘要：	目前对于运营条线工作绩效的研究主要分布在制造业及互联网等行业，研 究内容多讨论如何优化工艺流程提高运营效率或如何提高投资收益；保险行业 运营条线工作绩效改进的研究成果相对较少；心理资本相关研究群体主要分布 在青少年、大学生、医生、教师等人群，较少研究保险行业运营条线人群。C 人 寿保险公司运营条线的主要工作绩效考核指标主要针对服务速度、风险控制、 成本管控以及客户满意度等几个方面。运营条线人群工作压力较大，员工心理 资本水平对营运条线工作绩效达成有重要影响。 本论文以 C 人寿保险公司为实例对象，对 C 人寿保险公司运营条线工作进 行数据分析、实地观察和员工访谈，通过研究行业、公司及员工整体现状，聚 焦当前运营条线干部管理水平不一、基层干部机能退化、基础岗位员工晋升通 道不畅等管理现象，和员工人际关系紧张不愿承担责任、缺乏工作动力、创新 意愿不足以及缺乏幸福感的实际问题进行分析，得知造成这些现象和问题的几 个主要原因为：工作生活时间边界不清、公司对业务条线和运营条线采用差异 化的付出回报逻辑以及员工聘任评价体系不完善。通过讨论员工心理因素，特 别是心理资本对这些原因带来的不良影响的改善作用，提出具体的提升 C 人寿 保险公司运营工作绩效的具体策略：通过促进员工在工作和生活上的平衡、对 员工额外付出的时间精力予以正向回馈、梳理工作流程以减少员工耗竭感这三 种策略来减少时间边界不清造成的不良影响；通过建立积极的工作氛围、开展 团体训练并提供心理健康支持、搭建适合创新的环境这三种策略来改善业务条 线与运营条线付出回报逻辑不同带来的不良影响；通过优化评价环境、建立横 向轮岗制度和员工参与决策机制、为员工规划发展路径这三种策略来减少员工 聘任及评价体系不完善带来的不良影响。 此外，本文还分别在提出改进策略的基础上，提出了相关的策略实施方案， 针对每类策略实施过程中可能遇到的问题，制定了配套的保障措施。
英文摘要：	Current research on operational performance is primarily concentrated in industries such as manufacturing and the internet. These studies often discuss optimizing process flows to enhance operational efficiency or improving investment returns. However, there's limited research on performance improvement in the insurance industry's operational sector. Psychological capital research mainly focuses on groups like teenagers, college students, doctors, and teachers, with little attention given to the operational staff in the insurance industry. C Life Insurance Company evaluates its operational performance based on service speed, risk control, cost management, and customer satisfaction. The operational staff faces significant work pressure, and their psychological capital levels significantly impact performance. This thesis uses C Life Insurance Company as a case study, analyzing its operational data, conducting field observations, and interviewing employees. By examining the industry, company, and overall employee conditions, we focus on issues like inconsistent management levels in the operational sector, the decline in basic job functions, and blocked promotion channels for base-level employees. We also address problems like strained interpersonal relationships, reluctance to take responsibility, lack of motivation, insufficient innovation, and a lack of job satisfaction. The primary causes identified for these issues are blurred boundaries between work and personal life, differentiated reward logic between business and operational sectors, and an imperfect employee evaluation system. By discussing the psychological factors, especially the role of psychological capital, we propose strategies to enhance C Life Insurance Company's operational performance. These include promoting work-life balance, rewarding employees for extra efforts, and streamlining workflows to reduce burnout; fostering a positive work environment, offering group training and psychological support, and creating an innovative-friendly atmosphere; and refining the evaluation process, introducing a lateral job rotation system, involving employees in decision-making, and planning career paths for them. Furthermore, based on the proposed improvement strategies, this study also II Abstract III presents detailed implementation plans. For each strategy, we have devised corresponding measures to address potential challenges during the implementation phase.
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