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论文编号：	2694
作者编号：	2120082387
上传时间：	2010/11/23 14:19:02
中文题目：	KL（中国）公司客户服务工程师保留对策研究
英文题目：	Study on KL （China） customer service engineer retention management
指导老师：	袁庆宏
中文关键字：	关键员工；离职；工作设计；保留管理
英文关键字：	key employee; turnover; job design; retention management
中文摘要：	建立科学的关键员工保留体系，对于每个公司来说都是十分重要的，需要解决诸多方面的问题。对于大部分企业来讲，完善员工保留管理系统无疑是一项十分艰巨的任务。但同时一个完善健全的保留管理体系又是企业内激励员工、保障公司健康发展的关键。良好的保留管理体系体现了公司优良的企业文化和人性化的管理方式。KL（中国）公司在中国发展的短短的10年间，业务规模逐年扩张，在人力资源管理方面面临着越来越多的挑战，几乎每年都会在新的地区成立办事处或者分公司，而这些分支机构的主要员工就是我们所研究的客户服务工程师，这些关键的员工从入职到可以独立工作需要长时间的培养，因此良好的核心员工保留体系的建立为公司健康的发展提供了保驾护航的作用。 论文通过对工作分析、工作设计、离职管理等相关知识的回顾，引出对KL(中国)公司客户服务工程师离职现象的思考，并在深入分析公司内部运营模式的基础上，通过对现有资料的收集、整理、分析，重新设计了一套操作性强的关键客户服务工程师保留方案。本文设计的核心员工保留管理体系对于KL（中国）公司及同类公司的发展具有较好的应用价值。
英文摘要：	It is very important for each company to establish a scientific retention system for key employees. This system needs to solve many problems. For most enterprises, to improve employee retention management system is undoubtedly a very difficult task. A well designed retention management system is the key point for the enterprises to keep healthy and well development. Good retention management system reflects the company's good culture and humanistic management style. KL （China） developed in a short span of 10 years. Its business scale is expanded every year. The challenges in the aspect of human resource management are increasing quickly. The new offices or branches were setup almost every year in the new region. Most employees in these new offices are customer service engineers. They are the key employees for KL （China）. The customer service engineers need to be trained for more than half a year. They can work independently need more and more time. So the well designed retention management system for the company is so critically and essential, this system can protect the enterprise to keep healthy and well development. This paper reviews the theory of job analysis, job design, and turnover management. These theories help us to realize the turnover of customer service engineer in the KL （China）. Based on the analysis to the internal operation, we re-design a retention management system for customer service engineer, through the existing data collection, analysis. The well designed key person retention management system is also of great value for KL （China） and other similar corporation.
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