黑龙江大学硕士学位论文
Abstract
In September 2020, auto insurance ushered in the comprehensive reform, "price
reduction, increase insurance, improve quality" greatly reduced the profit space of
property insurance companies. In order to better control the labor cost, many insurance
companies realize the importance of performance management. As a provincial property
insurance institution, THE current performance management mechanism of H Branch of
CPIC Property Insurance is heavily influenced by business indicators such as premium
scale, cost rate and market ranking, which cannot fully reflect the function of claims
settlement department.
Under the guidance of hierarchy of needs theory, management by objectives theory
and 360-degree performance evaluation, this paper makes full use of case study method,
interview survey method and other methods to analyze the status quo of performance
management of claims department of H Branch of China Pacific Insurance Company. It
is found that there are problems such as inconsistent performance management
objectives and strategic objectives, unscientific performance assessment indicators,
inadequate implementation of performance management, unreasonable use of
performance results, etc. It analyzes the causes of the problems and optimizes the design
from four aspects based on this research. It mainly includes linking performance
management with strategic management, optimizing performance assessment indicators,
strengthening performance communication and feedback, reasonably applying
performance assessment results, and putting forward corresponding safeguard measures.
Further improve the performance management system of the claims department of H
Branch, improve the work efficiency of the claims department, and promote the
sustainable development of the company.
Keywords：Insurance company；Claim department；Performance management
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目录
目录
中文摘要 ........................................................................................................................... I
Abstract.............................................................................................................................II
绪论 .................................................................................................................................. 1
一、研究的背景 ........................................................................................................1
二、研究的目的和意义 ............................................................................................2
（一）研究目的 .................................................................................................2
（二）研究意义 .................................................................................................2
三、国内外研究现状 ................................................................................................3
（一）国外研究现状 .........................................................................................3
（二）国内研究现状 .........................................................................................5
（三）国内外研究现状述评 .............................................................................6
四、主要内容和研究方法 ........................................................................................7
（一）主要内容 .................................................................................................7
（二）研究方法 .................................................................................................8
第一章相关概念与理论基础 .....................................................................................10
第一节相关概念 ....................................................................................................10
一、绩效管理的概念 .......................................................................................10
二、绩效考核的概念 .......................................................................................10
三、绩效考核与绩效管理的关系 ...................................................................11
第二节理论基础 ....................................................................................................12
一、需求层次理论 ...........................................................................................12
二、目标管理理论 ...........................................................................................12
三、360度绩效评估 ........................................................................................13
四、关键绩效指标（KPI）.............................................................................13
本章小结 ..................................................................................................................13
第二章 H分公司理赔部门绩效管理现状 .................................................................14
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黑龙江大学硕士学位论文
第一节 H分公司及其理赔部门基本情况介绍 ....................................................14
一、H分公司及其理赔部门简介 ...................................................................14
二、理赔部门组织架构 ...................................................................................14
三、理赔部门员工情况 ...................................................................................16
第二节理赔部门员工绩效管理现状分析 ............................................................19
一、绩效管理的目标和原则 ...........................................................................19
二、绩效管理职责分工 ...................................................................................19
三、绩效考核方案内容 ...................................................................................20
四、绩效考核结果的反馈与复议 ...................................................................23
五、绩效考核结果的应用 ...............................................................................24
本章小结 ..................................................................................................................24
第三章 H分公司理赔部门绩效管理存在的问题及原因分析 .................................25
第一节 H分公司理赔部门绩效管理访谈调查 ....................................................25
一、访谈调查目的 ...........................................................................................25
二、访谈内容设计 ...........................................................................................25
三、访谈结果分析 ...........................................................................................25
第二节 H分公司理赔部门绩效管理存在的问题 ................................................26
一、绩效管理目标与战略目标不相符 ...........................................................26
二、绩效考核指标设置不科学 .......................................................................26
三、绩效管理落实不到位 ...............................................................................28
四、绩效结果运用不合理 ...............................................................................28
第三节 H分公司理赔部门绩效管理存在问题原因分析 ....................................29
一、对绩效管理的重视不够 ...........................................................................29
二、对绩效考核指标缺乏科学认识 ...............................................................30
三、激励机制不健全 .......................................................................................30
四、绩效沟通不到位 .......................................................................................31
本章小结 ..................................................................................................................32
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