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论文编号：	15861
作者编号：	2320234129
上传时间：	2025/12/11 12:52:52
中文题目：	W人力资源服务公司灵活用工平台业务提升研究
英文题目：	Platform Business Improvement for Flexible Staffing Services: A Case Study of W Human Resources Service Company
指导老师：	刘俊振
中文关键字：	人力资源服务；灵活用工；灵活就业；平台业务；业务优化
英文关键字：	Human Resource Services;Flexible Employment;Contingent Workforce; Platform Business;Business Optimization
中文摘要：	近年来，数字经济的蓬勃发展和国家“稳就业”政策的持续推动，促使灵活用工市场规模迅速扩张，已成为企业优化人力资源配置和劳动者实现多元就业的重要渠道。2024年灵活用工市场规模突破1.7万亿，市场竞争也日趋激烈，对人力资源服务企业的运营效率和服务质量提出了更高要求。在此背景下，本研究旨在深入剖析W人力资源服务公司（以下简称“W公司”）灵活用工平台业务的运营现状与核心痛点，通过系统性业务优化提升其服务效能，客户满意度及市场竞争力。 本研究以W公司灵活用工平台业务为研究对象，聚焦其从“中间服务型” 向“参与经营型”平台转型中的实践痛点，综合运用文献研究法、访谈法及问卷调查法，对W公司灵活用工平台业务展开全流程诊断。调查发现，其业务目前面临五大核心问题：交付质量与时效不佳、内部跨部门协作存在壁垒、技术支撑薄弱、结算开票存在系统性梗阻，以及运营服务体系僵化。 针对上述问题，本研究结合竞争战略理论、价值链理论、流程再造理论及服务营销7P理论，提出了一个多维度、系统性的业务优化框架。优化策略涵盖业务定位、业务流程、组织结构、用户运营及绩效风控等多个层面，具体包括：确立差异化竞争战略，聚焦垂直行业深耕。通过标准化需求模板，升级三维人员标签体系及引入AI工具以提升匹配效率与交付速度。在组织机构上，成立灵活用工事业部以打破部门壁垒。在技术开发上，推进业财一体化实现自动开票，并投入资源重构技术平台。在用户运营上，构建积分权益体系以提升灵活就业者留存与活跃度，设计碎片化技能微课强化能力匹配。在绩效风控上，设计平衡计分卡式绩效评估体系以强化过程管控，覆盖客户满意度，交付效率等核心指标。 本研究不仅为W公司提供了可操作的优化方案，以期降低客户流失率、提升营收增长率，也为人力资源服务行业贡献了一个完整的“问题诊断－策略设计－实施保障”实践框架。尤其在数字化转型，垂直行业深耕及灵活就业者权益保障等方面，为同类企业的精细化运营转型提供了可借鉴的路径。
英文摘要：	In recent years, the rapid development of the digital economy and the continuous promotion of national "employment stabilization" policies have driven the swift expansion of the flexible employment market, which has become a crucial channel for enterprises to optimize human resource allocation and for workers to achieve diversified employment. With the market scale exceeding 1.7 trillion RMB in 2024, intensifying competition has placed higher demands on the operational efficiency and service quality of human resource service enterprises. Against this backdrop, this study aims to conduct an in-depth analysis of the operational status and core challenges of the flexible employment platform business of W Human Resources Service Company (hereinafter referred to as "W Company"), seeking to enhance its service efficiency, customer satisfaction, and market competitiveness through systematic business optimization. This thesis focuses on W Company's flexible employment platform business, specifically addressing the practical pain points encountered during its transition from an "intermediary service model" to an "operational participation model." By comprehensively employing literature review, interviews, and questionnaire surveys, a full-process diagnosis of the platform's operations was conducted. The investigation reveals five core issues: suboptimal delivery quality and timeliness; internal cross-departmental collaboration barriers; weak technological support; systematic obstructions in settlement and invoicing; and a rigid operational service system. To address these problems, this study proposes a multi-dimensional, systematic business optimization framework grounded in competitive strategy theory, value chain theory, business process reengineering theory, and the 7P theory of service marketing. The optimization strategies encompass business positioning, processes, organizational structure, user operations, and performance and risk control. Key measures include: establishing a differentiation-focused competitive strategy with deep vertical industry specialization; improving matching efficiency and delivery speed through standardized demand templates, an upgraded three-dimensional worker labeling system, and AI-powered tools; organizationally, establishing a dedicated Flexible Employment Business Unit to break down departmental silos; technologically, promoting business-finance integration for automated invoicing and allocating resources for platform reconstruction; in user operations, building a points-for-benefits system to enhance flexible worker retention and engagement, complemented by modular skill micro-courses to strengthen competency matching; in performance and risk control, designing a Balanced Scorecard performance evaluation system to strengthen process management, covering key metrics such as customer satisfaction and delivery efficiency. This study not only provides actionable optimization solutions for W Company, expected to reduce customer churn and increase revenue growth, but also contributes a comprehensive "problem diagnosis - strategy design - implementation support" practical framework to the human resources service industry. It offers a valuable reference for peer enterprises, particularly in digital transformation, vertical industry specialization, and the protection of flexible workers' rights, thereby supporting the industry's transition towards refined operations.
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