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1、 申请同济大学工商管理硕士学位论文 某某保险公司服务管理创新研究 培养单位：经济与管理学院研 究 生：X同学学 号：*指导教师：*二 一二年*月 A dissertation submitted toTongji University in conformity with the requirements for the degree of Master of Business AdministrationThe Insurance Services Management Model Innovation of X Branch Under Rapid DevelopmentSchool/De
2、partment: School of Economic and ManagementDiscipline: Business AdministrationMajor: Enterprise ManagementCandidate: Supervisor: Prof. 书脊某某保险公司服务管理创新研究X同学同济大学学位论文版权使用授权书本人完全了解同济大学关于收集、保存、使用学位论文的规定，同意如下各项内容：按照学校要求提交学位论文的印刷本和电子版本；学校有权保存学位论文的印刷本和电子版，并采用影印、缩印、扫描、数字化或其它手段保存论文；学校有权提供目录检索以及提供本学位论文全文或者部分的阅览
3、服务；学校有权按有关规定向国家有关部门或者机构送交论文的复印件和电子版；在不以赢利为目的的前提下，学校可以适当复制论文的部分或全部内容用于学术活动。学位论文作者签名： 年 月 日 经指导教师同意，本学位论文属于保密，在 年解密后适用本授权书。指导教师签名：学位论文作者签名：年 月 日年 月 日同济大学学位论文原创性声明本人郑重声明：所呈交的学位论文，是本人在导师指导下，进行研究工作所取得的成果。除文中已经注明引用的内容外，本学位论文的研究成果不包含任何他人创作的、已公开发表或者没有公开发表的作品的内容。对本论文所涉及的研究工作做出贡献的其他个人和集体，均已在文中以明确方式标明。本学位论文原创性
4、声明的法律责任由本人承担。 学位论文作者签名： 年 月 日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
5、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
6、，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ABSTRACTAfter the reform and opening up, Chinas insurance industry has been developing r
7、apidly 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 Chinas implementation of opening up insurance and other financial market. Chinas insurance industry w
8、ill 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 firm
9、s, 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, Chinas insurance industry managers are increasingly becoming aware of maintaining customer relations, st
10、arting 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 prope
11、rty 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 busin
12、ess, 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 I
13、nsurance 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 com
14、prehensive 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 ser
15、vice 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 se
