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MBA硕士论文_GS财险公司服务管理分析与提升研究DOC

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文本描述
摘要
I
摘要
当今世界,保险业的同质化竞争越来越严重,传统产品的价格优势在逐渐降低,
保险公司作为一个咨询服务类的金融产业,服务作为重中之重已经被放在了任何
企业的首要位置。优质的服务能更好的满足客户的需求,促进客户对保险公司形象
有所改观、有所信任,从而提高客户的忠诚度,最终更好地满足了客户的需要,就
此也更好的实现了保险公司的社会价值。同时,客户观念的改变能使得保险公司提
高续保率且增加新保单。所以,想要达到客户满意且企业盈利的双赢策略,只能是
靠企业优质的服务。服务水平是否能够使客户满意,关系到保险公司的发展与进步,
关系到整个保险行业的信誉与水准。因此,加强保险公司客户服务质量管理水平变
得非常重要

一个令客户满意的公司,它和客户的关系绝不单只建立在产品上,一个只会做
好产品的企业不是好企业。伴随着科技水平的提升,保险企业服务水平也需要相应
的提高,保险服务的内涵也需要更加丰富,保险服务产品更需要涌现出新颖的特性

保险公司想在竞争中立于不败之地,务必树立保险服务至上的营销观念。因此,保
险公司要想提高其服务质量,树立服务至上的营销观念是至关重要的

研究主要采用了文献调查法、经验总结法等,首先介绍了研究背景、研究内容、
研究意义以及国内外研究现状,接着介绍了 GS 财险公司的基本情况,分析 GS 财
险公司服务管理现状,包括其财险公司服务体系及模式,有服务战略、服务策略、
服务流程、服务标准、服务人员等等,指出了 GS 财险公司服务管理中存在的问题
与原因,包括服务流程繁琐、服务时效较低、客户关系不完善缺乏分级管理、从业
人员专业技能缺乏及素养问题以及服务流程不完善。针对这些问题,提出 GS 财险
公司服务管理的提升设计,如构建服务体系与服务文化、服务流程改进与实施方案,
包括服务流程改进、时效考核制度调整、客户分级管理制度及分级考核制度、技能
培训及诚信管理、主动性服务监管方案。构建服务管理实施保障,要进行服务平台
保障、服务质量保障、组织结构保障、人员配置保障等,最后进行总结和展望

关键词:财产保险,服务提升,服务战略,管理模式ABSTRACT
II
ABSTRACT
Homogenized competition more and more serious in today&39;s world, insurance
industry, the traditional products and price advantage in reducing gradually, the insurance
company as a consulting service class of the financial industry, the importance of service
is becoming more and more. The high quality service for the insurance company sets up
the good enterprise image, enhance the sense of trust, improve customer loyalty, better
meet the needs of the insured, thus to improve insurance company renewal rate, increase
the purpose of the new policy. So, the high quality service, insurance companies can
bring sales, profits, is a win-win strategy, namely, customer satisfaction, corporate
profits. Service level will be able to make customer satisfaction, relationship to the
insurance company&39;s development and progress, is related to the credibility of the whole
insurance industry and the level. Strengthen quality management of the insurance
company customer service level becomes very important.
A company that make the customer satisfied, it and customer relationship is not only
based on products, a will only be enterprise is not a good product. With the development
of science and technology and the improvement of service level of insurance enterprise,
insurance service connotation and extension will be more rich, and presents a new
operation characteristics. So, the insurance company to improve its service quality, first
of all should adopt the marketing concept of service first.
Research mainly adopts the literature survey method and experience summary
method, first introduced the research background, research contents, research significance
and research status at home and abroad, then introduces the basic situation of GS property
insurers, analyze the present situation of GS property insurers service management
service system and mode, including its property company has a service strategy, service
strategy, service process and service standards, service personnel and so on. Points out
the existing problems and reasons in GS property service management, including service
process complexity, imperfect service time is low, customer relationship lack of
hierarchical management, workers, lack of professional skills and literacy issues and
imperfect service process. To solve these problems, GS property insurers service
management optimization design is put forward, such as the construction of service
system and service culture, service process improvement and implementation plan,ABSTRACT
III
including service process improvement, the aging assessment system to adjust
management system, customer classification and grading appraisal system, skills training
and the good faith management, the initiative service regulation. Build a service
management implementation safeguard, must carry on the service platform, service
quality, organizational structure, staffing, etc., finally summarized and prospected.
Keywords: property insurance,service promotion,service strategy,management mode目录
IV
目录
第一章 绪论........1
1.1 研究背景及意义 ........... 1
1.1.1 研究背景1
1.1.2 研究意义3
1.2 研究思路与内容 ........... 4
1.2.1 论文研究思路 .... 4
1.2.2 论文研究内容 .... 5
1.2.3 论文研究方法 .... 5
1.2.4 论文技术路线图5
第二章 国内外研究现状7
2.1 国外研究现状 ... 7
2.2 国内研究现状 ... 9
2.3 国内外研究评述 ......... 10
第三章 GS 财险公司服务管理现状分析........12
3.1 GS 财险公司简介 ........ 12
3.2 GS 财险公司服务体系及模式13
3.2.1 服务战略 .......... 13
3.2.2 服务策略 .......... 15
3.2.3 服务流程 .......... 17
3.2.4 服务标准 .......... 27
3.2.5 服务人员 .......... 31
3.3 GS 财险公司服务管理中存在的问题与原因32
3.3.1 服务流程繁琐且流于形式 ...... 32
3.3.2 服务时效低 .
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