联系我们

论文查询结果	返回搜索

论文编号：	4825
作者编号：	2120102695
上传时间：	2012/12/12 9:00:35
中文题目：	PTJ汽车销售公司维修技师的激励体系改进研究
英文题目：	Improvement Research on Service Technician Incentive System of PTJ Car Sales Company
指导老师：	李新建
中文关键字：	维修技师；激励；体系
英文关键字：	Service technician；Excitation；System
中文摘要：	21世纪以来，中国汽车工业经历了近十年的高速增长。然而，经过十余年的快速发展，中国汽车市场正趋于饱和。在国内汽车产销量增速逐步放缓的背景下，以汽车售后服务、维修等为主要内容的汽车服务市场正日渐活跃，越来越多的企业开始注意到售后服务的重要性。因此，如何提高汽车销售公司的售后服务水平就成为提高盈利能力的关键。在售后服务团队中，建立一支高素质的售后维修技师团队尤为重要，维修技师的业务能力和对公司的满意度，决定了汽车销售公司能否保持现有客户的满意度和忠诚度并开拓新的客户资源，以提高盈利水平。本文以PTJ汽车销售公司为研究对象，探索公司售后维修技师激励现状以及有效地改善激励效果的措施。通过调查研究，找出 PTJ汽车销售公司维修技师现存的管理问题，如绩效考核缺乏差异性，晋升渠道单一，缺少健全的员工培训体系，造成维修技师激励不足。本文以激励理论和服务营销理论为基础，结合PTJ汽车销售公司现有的维修技师激励措施，从薪酬激励、培训激励和职业生涯发展激励三个方面对维修技师激励体系进行了相应的完善和补充，并提出相应的实施对策。希望通过对售后维修技师激励体系进行改进研究，使得公司能更好地激励专业技术人员，进而提高企业的核心竞争力。
英文摘要：	In the 21st century, China's auto industry has gone through nearly a decade of rapid growth. However, after more than 10 years of rapid development, China's auto market is becoming saturated. The domestic auto production and sales growth is slowing down in the background, as the main content of the automobile after-sales service, maintenance and other automotive services market is increasingly active, more and more enterprises begin to notice the importance of after-sales service. Therefore, how to improve the service level of the car sales company has become the key to improve profitability. In the after-sales service team, it is particularly important to establish a high-quality after-sales service technician team, the operational capacity of the maintenance technicians and the satisfaction of the company, decided the car sales company's ability to maintain existing customer satisfaction and loyalty, and open up new customer resources, in order to improve the level of profitability. With the PTJ car sales company, to explore the company's after-sales service technician the incentive status quo as well as to improve the incentive effect measures. Existing maintenance technicians survey to find out the PTJ car sales company management issues, such as performance appraisal lack of differentiation, promotion of a single channel, the lack of a sound system of staff training, resulting in insufficient incentives for maintenance technicians. In this paper, incentive theory and services marketing theory based on the existing maintenance technicians combined the PTJ car sales company incentives from incentive pay, training, motivation and career development incentives to improve and supplement the three aspects of the incentive system maintenance technician proposed implementation measures. I hope to improve after-sales service technician incentive system, allows the company to better motivate professional and technical personnel, and to improve the core competitiveness of enterprises.
查看全文：	预览  下载(下载需要进行登录)