毕业论文 某某保险公司服务管理创新研究.doc
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毕业论文 某某保险公司服务管理创新研究,摘要我国保险业在自改革开放以来的25年多时间里得到了迅猛发展，保险经营主体已发展到近百家，市场竞争日趋激烈。同时根据加入wto的承诺，我国实现对外开放保险以及其它金融市场的时限已到，我国保险业又将面临外资保险的挑战。在当前严峻的形势下，如何在市场中持续稳健发展，为企业赢得更多效益和市场份额，是需要国内保险业认真考虑的问...
内容介绍
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摘要
我国保险业在自改革开放以来的25年多时间里得到了迅猛发展，保险经营主体已发展到近百家，市场竞争日趋激烈。同时根据加入WTO的承诺，我国实现对外开放保险以及其它金融市场的时限已到，我国保险业又将面临外资保险的挑战。在当前严峻的形势下，如何在市场中持续稳健发展，为企业赢得更多效益和市场份额，是需要国内保险业认真考虑的问题。保险企业属于金融服务业，这注定保险企业对外竞争的策略必须以练好内功为基础，以完善自身服务管理体系，降低服务成本，提高服务品质和客户让渡价值为根本。在经过了多年经营实践以后，我国保险业的经营管理者们越来越意识到维护客户关系的重要性，开始探索新型的保险服务管理模式，并逐步将现在主流的以产品为中心的服务管理模式向以客户为中心的服务管理模式转化。
某某保险公司是一家经营财产保险的公司，经过近几年的快速发展，其保费收入已居XX市市场第二位，经营效益居市场首位。但在快速的发展下，某某保险公司明显的暴露出服务能力滞后于业务发展速度、服务品质降低、客户价值挖潜不够等问题。为巩固发展成果，保持竞争优势，对某某保险公司来说，解决发展中出现的问题迫在眉睫。所以本文把某某保险公司快速发展下的保险服务管理模式创新作为选题。
本文从保险服务的特殊性和保险服务管理模式的发展趋势入手，在对某某保险公司快速发展下暴露出的问题进行综合分析的基础上，提出了以提高服务效率、降低单位服务成本、改善客户服务感受、提高企业经营效益等为目标的服务管理模式创新方案。方案力求对存在的问题从服务系统上给以解决，优化流程和服务组织结构，引入新的服务品质监控理念，通过运用信息技术开拓网上服务渠道和进行服务管理，并加强服务场所的人性化设计、服务人员的服务行为规范，从而在整个服务系统上保证客户的满意度和服务效率、效果。
最后，本文对今后进一步研究的方向作了简述。
关键词：保险，服务，管理模式
ABSTRACT
After the reform and opening up, China's insurance industry has been developing rapidly in the past 25 years. The market competition is increasingly fierce as insurance business entities have grown to nearly 100. According to commitments on joining the WTO, the time has come for China's implementation of opening up insurance and other financial market. China's insurance industry will face the challenge of foreign insurance. In the current grim situation, the domestic insurance industry needs to seriously consider how to continue healthy development of enterprises, and to gain more efficiency and market share. To cope with the external competition, as a financial service firms, insurance companies need to improve their service management system, lower the cost of the services, and improve service quality and customer delivered value. After years in business practice, China's insurance industry managers are increasingly becoming aware of maintaining customer relations, starting to explore a new type of insurance service, and management models. They are now trying to gradually change the current product-centric service management model to client-centered service management model.
The main business of China Pacific Property Insurance Co., Ltd. Shenzhen branch is property insurance. After the past few years of rapid development, its premium income ranks second in the Shenzhen market, and ranks first in operating efficiency. However, under the rapid development, the CPIC Shenzhen obvious exposed service capacity lags far behind the pace of development in the business, lower service quality, and development of customer value is not sufficient, and so on. In order to consolidate the results of the action and to maintain its competitive edge, the CPIC Shenzhen needs to solve the problems which have emerged in the development. Therefore, this paper chooses the Insurance Services Management Model Innovation of CPIC Shenzhen Branch under Rapid Development as the theme.
From the particularity of insurance services and the trend of development of insurance services management model, this paper presents a service management model innovative programs based on comprehensive analysis of the issues which the CPIC Shenzhen has encountered in the development. The purpose of this program is to improve the efficiency of services, reducing unit costs and improve customer service experience, and enhance operational efficiency. To ensure customer satisfaction and service efficiency, effectiveness, the program proposes some solutions, for example optimizing processes and services organizational structure, introducing the new concept of quality control services, developing online service channels and managing services processes by using information technology, enhancing service establishments humanized design, and training services staff with service standardization.
Finally, this paper outlines the future direction of further study.
Key Words: Insurance, Services, Management model
目录
第 1 章 引言 1
1.1 研究的背景 1
1.2 研究的意义 2
1.3 本文的写作思路和内容结构 3
第 2 章 保险及服务营销相关理论综述 4
2.1 保险概述 4
2.1.1 保险定义 4
2.1.2 保险业务分类 4
2.1.3 保险商品特点 4
2.2 保险服务内容 8
2.2.1 承（续、退）保服务 9
2.2.2 理赔服务 10
2.2.3 保险延伸和增值服务 11
2.3 保险服务管理 11
2..
我国保险业在自改革开放以来的25年多时间里得到了迅猛发展，保险经营主体已发展到近百家，市场竞争日趋激烈。同时根据加入WTO的承诺，我国实现对外开放保险以及其它金融市场的时限已到，我国保险业又将面临外资保险的挑战。在当前严峻的形势下，如何在市场中持续稳健发展，为企业赢得更多效益和市场份额，是需要国内保险业认真考虑的问题。保险企业属于金融服务业，这注定保险企业对外竞争的策略必须以练好内功为基础，以完善自身服务管理体系，降低服务成本，提高服务品质和客户让渡价值为根本。在经过了多年经营实践以后，我国保险业的经营管理者们越来越意识到维护客户关系的重要性，开始探索新型的保险服务管理模式，并逐步将现在主流的以产品为中心的服务管理模式向以客户为中心的服务管理模式转化。
某某保险公司是一家经营财产保险的公司，经过近几年的快速发展，其保费收入已居XX市市场第二位，经营效益居市场首位。但在快速的发展下，某某保险公司明显的暴露出服务能力滞后于业务发展速度、服务品质降低、客户价值挖潜不够等问题。为巩固发展成果，保持竞争优势，对某某保险公司来说，解决发展中出现的问题迫在眉睫。所以本文把某某保险公司快速发展下的保险服务管理模式创新作为选题。
本文从保险服务的特殊性和保险服务管理模式的发展趋势入手，在对某某保险公司快速发展下暴露出的问题进行综合分析的基础上，提出了以提高服务效率、降低单位服务成本、改善客户服务感受、提高企业经营效益等为目标的服务管理模式创新方案。方案力求对存在的问题从服务系统上给以解决，优化流程和服务组织结构，引入新的服务品质监控理念，通过运用信息技术开拓网上服务渠道和进行服务管理，并加强服务场所的人性化设计、服务人员的服务行为规范，从而在整个服务系统上保证客户的满意度和服务效率、效果。
最后，本文对今后进一步研究的方向作了简述。
关键词：保险，服务，管理模式
ABSTRACT
After the reform and opening up, China's insurance industry has been developing rapidly in the past 25 years. The market competition is increasingly fierce as insurance business entities have grown to nearly 100. According to commitments on joining the WTO, the time has come for China's implementation of opening up insurance and other financial market. China's insurance industry will face the challenge of foreign insurance. In the current grim situation, the domestic insurance industry needs to seriously consider how to continue healthy development of enterprises, and to gain more efficiency and market share. To cope with the external competition, as a financial service firms, insurance companies need to improve their service management system, lower the cost of the services, and improve service quality and customer delivered value. After years in business practice, China's insurance industry managers are increasingly becoming aware of maintaining customer relations, starting to explore a new type of insurance service, and management models. They are now trying to gradually change the current product-centric service management model to client-centered service management model.
The main business of China Pacific Property Insurance Co., Ltd. Shenzhen branch is property insurance. After the past few years of rapid development, its premium income ranks second in the Shenzhen market, and ranks first in operating efficiency. However, under the rapid development, the CPIC Shenzhen obvious exposed service capacity lags far behind the pace of development in the business, lower service quality, and development of customer value is not sufficient, and so on. In order to consolidate the results of the action and to maintain its competitive edge, the CPIC Shenzhen needs to solve the problems which have emerged in the development. Therefore, this paper chooses the Insurance Services Management Model Innovation of CPIC Shenzhen Branch under Rapid Development as the theme.
From the particularity of insurance services and the trend of development of insurance services management model, this paper presents a service management model innovative programs based on comprehensive analysis of the issues which the CPIC Shenzhen has encountered in the development. The purpose of this program is to improve the efficiency of services, reducing unit costs and improve customer service experience, and enhance operational efficiency. To ensure customer satisfaction and service efficiency, effectiveness, the program proposes some solutions, for example optimizing processes and services organizational structure, introducing the new concept of quality control services, developing online service channels and managing services processes by using information technology, enhancing service establishments humanized design, and training services staff with service standardization.
Finally, this paper outlines the future direction of further study.
Key Words: Insurance, Services, Management model
目录
第 1 章 引言 1
1.1 研究的背景 1
1.2 研究的意义 2
1.3 本文的写作思路和内容结构 3
第 2 章 保险及服务营销相关理论综述 4
2.1 保险概述 4
2.1.1 保险定义 4
2.1.2 保险业务分类 4
2.1.3 保险商品特点 4
2.2 保险服务内容 8
2.2.1 承（续、退）保服务 9
2.2.2 理赔服务 10
2.2.3 保险延伸和增值服务 11
2.3 保险服务管理 11
2..
