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论文编号：	5628
作者编号：	2220110514
上传时间：	2013/11/26 17:40:52
中文题目：	GP公司家政服务经营战略研究
英文题目：	Research on Home Economics Enterprises:
指导老师：	赵伟
中文关键字：	家政服务，管理模式，发展战略
英文关键字：	housekeeping, Solutions, Development Strategy
中文摘要：	我国改革开放30多年来，市场经济进一步发展，人民生活水平也呈现出逐年提高的态势,同时家政服务需求也在不断增多。很多人不再满足单一的“家政保姆”模式,大量的家庭要求社会提供多元化、高品质的家政服务。从传统的服务形式上看,做饭、清洁、看护婴儿、收拾家务、照顾孕妇、照料老人、看护病人等等，都属于家政服务的范畴。从服务质量上看,目前社会不仅需求家政服务员能够洗衣、做饭、看护老人及孩子,还要求这些家政服务员有良好的生活作息和卫生习惯,并且具有较高的工作能力和文化素质，能够正确的使用现代的电器,而且能操持家庭的基本事务、如制定详细的活动计划、合理的制作营养饮食、耐心的家庭教育、细心的健康护理等多项综合性服务。体现在服务方式方面, 分为常年服务和定期服务或单次服务的多种选择。结合近几年的家政服务业发展，它在我国的第三产业经济发展中日益凸显，更被称为未来经济发展转型的重要产业。高文化素质的人才大多流向其它行业，人员素质低已成为家政发展的一大障碍。家政企业的人力资源管理目前只能称之为人事管理，离现代化企业的管理还有较大的距离。进一步提升家政企业管理水平，完善其人力资源管理体系，打造家政企业的竞争优势，已成为当前家政行业发展的重要课题。 GP公司是一家政服务公司，经过近几年的快速发展，很多服务项目已经走到了同类但在快速的发展下，GP家政服务公司明显的暴露出服务能力滞后于业务发展速度、服务品质降低、客户价值挖潜不够等问题。为巩固发展成果，保持竞争优势，对GP公司来说，解决发展中出现的问题迫在眉睫。所以本文把某某公司快速发展下的家政服务服务管理模式创新作为选题。本文从家政服务的特殊性和家政服务管理模式的发展趋势入手，在对公司快速发展下暴露出的问题进行综合分析的基础上，提出改善客户服务感受、提高企业经营效益等为目标的服务管理模式创新方案。方案力求对存在的问题从服务系统上给以解决，优化流程和服务组织结构，加强服务人员的服务行为规范，从而在整个服务系统上保证客户的满意度和服务效率、效果。最后，本文对今后进一步研究的方向作了简述。
英文摘要：	China's 30 years of reform and opening up, further development of the market economy .further improve people's living standard, the diversified domestic service demand is also increasing. People no longer meet the traditional women's leading, single "nanny housekeeping" model, more and more families for society to provide high quality, diverse domestic service. From the service content, the cooking, cleaning, housework, conservation baby, care for the elderly, and care for the patient, nursing pregnant women, household management, family education and entertainment, etc., all belong to the content of the domestic service. From the quality of service, the customer requires more than housekeeping waiters can laundry, cooking, child care of the old man, and asked them to have a good life style and health habits, has higher cultural quality and work skills: not only can agile use modern advanced electric appliance, but also a comprehensive grasp of home affairs management, household activity planning, guest reception, nutrition diet, health care, family education and so on many integrated task. Due to the housekeeping service industry in our country in the tertiary industry is increasingly highlight the importance of the status of service industry, has been known as the sunshine industry. Culture quality talents mostly to other industries, the personnel quality low has become a big obstacle to domestic development. And domestic enterprise human resources management at present can only be called from personnel management, modern enterprise management and greater distance. To further enhance domestic enterprise management level, improve the human resources management system, make domestic enterprise local competitive advantage, has become the current domestic industry development's important topic. Therefore, according to the postal enterprise development strategy at or above the county level for postal enterprises human resource strategic planning has become the urgent matter. GP company is a housekeeping service company, after recent years of rapid development, but in the rapid development, so-and-so housekeeping service company obviously exposed service capacity lags behind the business development speed, service quality, customer value is not enough to reduce potential problems. To consolidate the achievements of development and maintain competitive advantage, to GP company, it is to solve the problems in development is imminent. So this paper put the GP company under the rapid development of the domestic service management mode innovation as a topic. This thesis from the particularity of the housekeeping service and housekeeping service management mode of the development trend of the rapid development of GP company under the problems comprehensively on the basis of analysis, put forward to improve the service efficiency, to reduce the unit cost of service, improve customer service experience, improve enterprise management benefit as the goal of service management mode of innovative solutions. Solutions to the existing problems from the service system to solve, optimization of the process and service organization structure, the introduction of new service quality control concept, through the application of information technology develop online service channel and service management, and strengthen the service place humanized design, service personnel service code of conduct, which in the whole service system to ensure customer satisfaction and service efficiency and effect. Finally, this paper further research direction will be illustrated.
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