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论文编号：	6036
作者编号：	2120112835
上传时间：	2013/12/11 14:31:36
中文题目：	S公司员工满意度调查分析与对策研究
英文题目：	The Analysis and Research of S Company Employee Satisfaction
指导老师：	杨斌
中文关键字：	制造企业 员工满意度 对策
英文关键字：	Manufacturing Enterprise; Employee Satisfaction; Countermeasure
中文摘要：	竞争激烈的市场环境下，企业的市场竞争是通过满意的员工创造的价值进行竞争。积极投入工作的员工队伍为公司奠定强大绩效文化的基础，为企业带来了竞争优势。高度投入的雇员的工作效率是普通雇员的最佳表现者的两倍，且对工作的自我满足感更强。员工满意度与业务业绩紧密相关。满意度高的雇员具有更高的工作效率、更出色的工作质量、更高的服务水平、更低的事故率和更短的缺勤时间。本文基于人力资源及组织行为学中满意度调查相关理论知识，通过评估问卷调查结果报告和访谈座谈深入了解的方式对S公司的员工满意度进行了研究与分析。并针对企业暴露出的问题给予意见和建议，以及改善问题的行动计划方案，帮助企业提高员工满意度，从而达到提高员工敬业度的目的，以此为企业获取竞争优势。本文第一章为绪论部分，首先介绍了S公司的组织发展过程以及此次研究的动因。动因共分为四方面。一方面，近年来，中国经济持续发展，基础建设和房地产产业如日中天，我国城市化进程亦呈现不断上升趋势，随之而来的是对电梯需求的不断增大。国际上具有竞争力的外资电梯公司先后进入中国，国内民营企业亦如春笋般涌入电梯行业，使得当前市场竞争越来越激烈。S公司作为同行业中最早在中国成立合资的企业，同时是电梯生产的佼佼者，要想在如今激烈竞争的背景下保持领先地位，必须提高其业绩及生产力。员工是企业一切基本活动的根源，满意的员工能够最大限度为企业创造价值，提升生产率，为股东获取利益。另一方面，目前竞争环境下，公司市场份额受到威胁的同时，S公司的人力资源体系同样受到威胁，越来越多的员工辞职，甚至加入到竞争对手公司。S公司不仅在业务方面受到严重影响，商业机密外泄的风险同样有所增加。通过对员工进行满意度调查，企业可达到收集员工想法，掌握员工与企业间、企业管理方面存在的问题，帮助企业进行自我诊断的目的。第三，S公司的价值观之一是以人为本，公司重视员工的意见和想法，希望通过员工满意度调查的方式增强同员工间的沟通。最后，持续不断的收集员工的想法，再对暴露出来的问题进行改善，可以达到持续改进工作环境的良性循环，使企业更加健康的发展。 绪论部分还阐述了本次课题研究的范围，即针对S公司所有员工的12个维度50个核心问题，全面了解员工对工作中各方面的满意度情况。研究方法方面主要采用了文献回顾法、问卷调查法及访谈座谈法。最后介绍，研究思路并分析课题研究的意义——通过对S公司2013年员工满意度调查研究，分析调查结果中反映出的公司现有问题，提出相应建议和意见，帮助企业提高员工满意度，从而提高员工工作效率及积极性。第二章主要提出员工满意度的定义、特征等概念，介绍员工满意度的调查工具方法及员工满意度的构成及影响因素。同时阐述了相关基本理论，包括人力资本理论和激励理论。相关基本理论为后期分析研究工作奠定基础。第三章给出S公司员工满意度调查模型及调查过程、调查样本，调查参与人数共计651，员工100%参与此次调查。调查与2013年3月底开始，人力资源部分批组织各个部门对于如何正确完成满意度调查进行培训，正式展开调查的时间段为4月9日到5月12日。调查中问卷采用匿名，即无需署名的方式，调查问卷题目为50道主观性选择题，受调查员工根据自身感受将其真实意见和建议填写于报告之中。调查覆盖部门为车间员工及相关干部、技术人员、合同部门、高级领导及其他人员。第三章的重点部分为利用图表的方式展示并总结满意度调查12个维度的结果，这12个维度包括：ACE(获取竞争优势)、竞争战略、顾客、EHS(环境健康与安全)、道德规范、包容性工作环境、管理沟通、管理实践、薪资福利、质量、团队合作及培训发展。通过评测结果及同员工座谈访谈内容做出初步评估，最后，对S公司员工满意度调查结果的进行总结。第四章针对前文分析出的四方面对管理不足的问题点提出提高员工满意度的对策及建议，并设计行动计划方案。最后，对此次课题研究进行总结。通过对员工满意度调查的分析发现，S公司管理制度有四方面不足，即，价值观及企业文化宣传执行欠缺，企业凝聚力及员工归属感有待提高，员工职业生涯管理工作有待提高，员工薪酬福利公平制度有待提高。针对四方面的问题，论文给出相应的对策：切实贯彻S公司价值观及企业文化，增强企业凝聚力与员工归属感，高度重视薪酬及绩效评估体系的公平性及高度重视员工培训及职业生涯发展规划。论文的创新之处在于不但针对调查结果进行分析与总结，同时设计具体改善问题的行动方案。设计方案包括行动小组建立、重点区域确定，具体行动计划制定，行动计划执行，有效性和改进行动计划监控及行动计划维持共六个步骤。确保员工满意度调查不仅是企业表面意义上的活动，而能够达到在发现问题的基础上真正解决问题，提高员工满意度，从而提高员工敬业度的目的。论文旨在通过对S公司员工满意度调查的个案分析研究，找到其优势和不足，最后提出相应的建议，增加员工的忠诚度，提升员工满意度。同时希望为同行业或同类型企业提供员工满意度方面的参考及借鉴。
英文摘要：	In competitive market environment, enterprises create value through the satisfaction of their employees. Positive work staff lay a strong performance culture foundation for the company and bring the competitive advantage for company. Highly engaged employees work efficiency is better than ordinary employees and have more self satisfaction for work. Employee satisfaction closely related to business performance. Satisfied employees have a higher work efficiency, better quality, higher level of service, lower accident rates and shorter time absence from duty. This thesis based on the theory of satisfaction survey which came from human resources and organizational behavior. Through the way of interview and questionnaire survey, the employee satisfaction of S company was researched and analyzed. And give suggestions and actions plan according to the problems exposed by the enterprise, in order to help company to improve its employee satisfaction, so as to achieve the purpose of improving employee engagement to obtain competitive advantage for the company. The thesis is divided into five chapters. The first chapter is the introduction part, which introduce the research background of this thesis, the development of S company, and the motivation of this research. Motivation is divided into four aspects. Recent years, with the rapid and persistent development of economy, especially the basic construction and real estate industry，the urbanization process of China presented a continuously rising trend, which cause the increasing demand of elevator. However, constantly appearing companies, which came from China and foreign countries, made the competition of elevator market more and more intense. S company was a earliest and biggest joint venture in the elevate industry of China. Improving the performance and productivity become the most important thing to keep leading edge in the background of intense competition. The employee is the root of all activities of enterprise. And a satisfied employee could improve productivity and obtain benefit for the company and shareholders. On the other hand, both the market share and human resource system of S company are threatened in the current economic environment. More and more workers resigned, even joined the rival company, which seriously affected S company’s business. Also, the risk of commercial secret leak is increased. This thesis use different methods, such as the satisfaction survey, idea collection and issues grasp between employee and enterprise, to help enterprises make self-diagnosis and improve the current problem about human resource management for keeping continuous improvement in the working environment. Thirdly, one of the values of S company is people-oriented. Company attaches great importance to the employees' opinions and ideas, hopes to strengthen communication with employees through employee satisfaction surveys and keep collecting suggestion of employees. So that can achieve continuous improvement in the working environment of virtuous cycle, make the enterprise more healthy development. Meanwhile, introduction part expound the scope and method and analyzed the significance of the research. Research methods mainly adopt literature review, questionnaire survey and interview panel method. The paper analysis the results of the survey which reflects the company's existing problems, put forward the corresponding suggestions and comments, help enterprises to improve employee satisfaction, resulting in improved work efficiency and enthusiasm. The second chapter put forward the definition and characteristics of employee satisfaction, introduce the employee satisfaction survey tool method and the composition of employee satisfaction and influence factors and the related theory. The third one provide the model, investigation and sample about satisfaction survey and give the preliminary evaluation from 12 different dimensions of the survey and interview content. The survey have 651 participants, 100% employees involved in this investigation. Investigation began at the end of March 2013 and carried out the investigation from 9th April to 12ed May, using anonymous questionnaire survey. Workshop staff, technical staff, contract department, senior leaders were involved in this survey.12 different dimensions include ACE (competitive advantage), competitive strategy, customer, EHS (environmental health and safety), ethics, inclusive work environment, communication, management practices, salary welfare management, quality, teamwork, and training and development. The fourth chapter give advice and designed a plan to improve satisfaction. Finally, a summary is given to this research. Four disadvantage, the main factor of low satisfaction was found through the analysis of employee satisfaction survey. They are value and culture, cohesion and belonging, career management, salary and welfare. For these four problems, the thesis provided corresponding countermeasures. The innovation of the thesis is that not only analyzed and summarized the survey result, but also design a plan to improve the issues. This scheme contain six steps, which are team establish, important area confirm, action plans make, execute, control and maintain. The satisfaction survey should not be a encrustations, but solve the problem on the basis of finding the problems, then improve employee engagement.
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