摘要
21世纪的今天,科技发展日新月异,企业创新层出不穷,标准化日益在企业
管理中发挥至关重要的作用,已成为提高企业管理水平,促进企业发展的有效途
径。做好标准化工作是企业实现现代化管理和科学管理的需要,也是企业创造经
济效益必不可缺的基本手段和基础工作
所谓“标准化”的含义为在经济、技术、科学及管理等社会实践中,对重复
性事物和概念通过制定、实施标准,达到统一,以获得最佳秩序和社会效益的过
程。实施标准战略,可以促进行业由大变强。标准化建设已引进到各行各业,各
个层次,成为创新发展的突破口。而企业职场做为一切管理运作的舞台,对企业
发展意义重大。优秀的办公场所不但可以提升企业服务竞争力,而且能够加大员
工归属感,增加客户满意度
柜面作为寿险公司与客户有效沟通的服务窗口,施行统一化、标准化建设显
得尤为重要。面对激烈的保险市场竞争,企业要经得起来自各方面的挑战和把握
好机遇,谋求企业管理目标实现,就要不断的发展和创新,推行人性化的服务
而柜面做为客户与我们零距离接触的媒介,受理各类业务的有效场所,不但可以
反映出企业的管理模式,更能够折射出企业的文化气息。把柜面规范成为全国统
一标准,向客户提供人性化服务,使柜面成为公司品牌和服务的载体,不仅有效
地提升企业品牌形象,也在一定程度上促进业务的发展,同时有效地提升客户对
企业服务的满意度与信任度
某保险公司C作为全国知名的人寿保险公司也在积极地实践着柜面标准化建
设。C公司运营层次分析法的原理,从柜面管理、建设质量和工作效率、服务标准
与行为,客户感受等多方面进行分析,借此找到引起这些问题的根本原因,以现
代化管理代替传统运营模式,研究制定符合内外部要求的柜面标准化建设战略,
从而提升企业竞争能力,确保服务专业、快捷、规范、标准
关键词:柜面;标准化;建设
英文摘要
ABSTRACT
In twenty-first Century, the development of science and technology change rapidly,
enterprise innovation emerge in an endless stream, standardization plays a vital role,
increasingly in the management of enterprises, has become the effective way to improve
the management level of enterprises, promote enterprise development. Do a good job
standardization is needed to realize the modernization of management and scientific
management of enterprises, the basic methods and basic work is essential for enterprises
to create economic benefits.
The so-called ” standardizationmeaning in economy, technology, science and
management, social practice, to repeat things and concepts through the formulation,
implementation of standards, to achieve the unification, to get the best order and social
benefits. Implementation of standard strategy, can promote the industry from large to
strong. Standardization has been introduced to all walks of life, each level, a
breakthrough innovation development. While corporate workplace as all management
stage, of great significance to the development of enterprises. Excellent career can not
only promote the enterprise service competitiveness, and able to increase their sense of
belonging, increase customer satisfaction.
Counter is the service window of the life insurance company and the customer to
communicate effectively, the implementation of a unified, standardized construction is
particularly important. In the face of the fierce competition in the insurance market,
enterprises should have the various challenges and grasp the opportunity, seek to
achieve the goals of enterprise management,to the continuous development and
innovation, carry out the humanized service. But the counter workplace do for
customers with zero distance contact us media, effective places to accept all types of
business, not only can reflect the enterprise management mode, more can reflect the
enterprise culture. To counter specification become unified standards, providing
personalized service to the customer, make the counter becomes the carrier company
brand and service, not only effectively improve enterprise brand image, promote
business development to a certain extent, and effectively improve the customer to
enterprise service satisfaction and trust.
英文摘要
An insurance company C as the well-known life-insurance company is also active
in the practice of counter standard construction. C company operating tibe principle of
analytic hierarchy process, career management, career from the counter construction
quality and work efficiency, service standards and behavior, customer experience and
other aspects of analysis, to find the root cause of these problems, to modern
management, instead of the traditional operation mode, study and formulate with
internal and external requirements of the counter standard construction strategy,in order
to enhance the competitiveness of enterprises, to ensure the professional service, quick,
specification, standard.
Key Words: Count; Standardization; Construct