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| 论文编号： | 6734 | |
| 作者编号： | 2120122761 | |
| 上传时间： | 2014/12/5 14:49:16 | |
| 中文题目： | TK养老保险公司基于客户满意度提升的人力资源管理改进研究 | |
| 英文题目： | Study on improving the Human Resource management about enhancing the satisfaction of customers in TK pension & insurance company | |
| 指导老师： | 李新建 | |
| 中文关键字： | 养老保险；客户满意度；人力资源 | |
| 英文关键字： | pension; the satisfaction of customer; human resource | |
| 中文摘要： | 我国作为一个人口众多的发展中国家，经济发展迅速、人均寿命不断延长导致我国老龄化速度加快。人口老龄化将会给我国的经济和社会发展带来严峻的挑战，建立完善的中国养老保障体系势在必行。为了能够推动作为养老保障体系第二支柱的企业年金迅速发展，经过中国保监会批准，五家专业养老保险公司应运而生。其中TK养老保险公司是一家专业经营企业年金及团体保险的公司，自2007年建立以来发展迅速，业务范围覆盖全国各省市。伴随保险市场不断地走向成熟，客户不断趋于理性，既往的价格竞争逐渐被摒弃，取而代之的是服务竞争，只有靠优质的服务才能真正赢得客户并留住客户。TK养老保险公司经过七年的发展，在保险市场上占有了一席之地，但同时也暴露出了客户服务方面的种种问题，而客户服务的管理归根结底还是对人的管理,改进人力资源管理制度,激励和调动员工工作积极性,提升客户服务管理能力,变被动为主动,才能真正提升客户服务满意度。本文对TK养老保险公司目前的客户服务现状及人力资源管理情况进行分析，并从中发现了人力资源管理方面的问题对于公司客户服务满意度的影响，针对现存问题，从招聘开发、薪酬激励、绩效考核等角度提出改进方案，并从组织机构改进、专业客服专员管理及组织文化建设的角度提出有效的保障对策。最终的目的是为了能够切实的提升TK养老保险公司客户满意度，实现公司的可持续发展，提升在行业中地位。 | |
| 英文摘要： | As a developing country with a large population, the economy of China shows rapid growth in recent year. The increasing of average life span leads to an aging population of the whole country. The aging population will cause difficulties in the developments of economy and society. Therefore, establishing a complete pension system in our country is imperative. Five professional pension insurance companies have been founded under the approval by the China Insurance Regulatory Commission. TK Pension and Insurance Company is one of the five. TK is founded in 2007, and grows rapidly. It has covered its business in the whole country. On one hand, with the development of the market of insurance, the price competition has been abandoned. On the other hand, providing the quality service is the key aspect to attract the customers. In the seven years developing, TK has a significant share in the market of insurance. However, several problems have emerged, and actually all these problems are due to inadequate management of the human resources. In this thesis, I will study the current status of human resource and customer service of TK Company, and find out the influence of human management to the satisfaction of customers. I will propose several aspects of improvement, e.g., recruitment, salary incentive and performance appraisal etc. Moreover, I will discuss the organization of departments, in particular on the management of customer service department and put forward corresponding countermeasures. | |
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