服务型企业从业人员素质现状及提升系统研究——以中国平安公司为例.docxVIP

摘要 企业职工的基本素质水平，决定企业的生命力、竞争力。这里的基本素质主要指非学历教育的“听、说、读、写”等能力，即员工对客户的要求“听得明白”；对所在企业能提供的服务“说得明白”；对规章制度等材料“读得明白”；对汇报工作的材料“写得明白”。员工基本素质是就业的基本条件，是企业健康发展的根本前提，是影响企业服务水平的诸多因素中最重要的要素。国内的大部分企业，都需要得升人力资源管理水平，都需要引入胜任素质模型，然而高昂的费用与复杂的流程体系，使得很多企业望而止步。本文主要以中国平安云南分公司为例，研究服务型企业从业人员服务型企业从业人员素质现状及提升系统，通过文献分析、职位分析以及开放式访谈，归纳出服务型企业从业人员素质能力的要求，分析当前服务型企业从业人员素质能力培养存在的问题，构建服务型企业从业人员素质能力模型，提出改进服务型企业从业人员素质能力培养方案，希望使胜任素质模型走下“神坛”，成为企业普遍能用的工具。 关键词：服务型企业；素质模型；素质能力 Abstract The basic level of quality of employees, determine the vitality of enterprises, competitiveness. The basic qualities here mainly refer to the abilities of listening, speaking, reading and writing of non-diploma education, that is, employees can understand clearly the requirements of their clients； make it plain to the services they can provide； And other materials read understand； to report the work of the material written understand. The basic quality of employees is the basic conditions for employment, is the fundamental premise of the healthy development of enterprises is the most important factor affecting the level of business services. Most of the domestic enterprises need to upgrade human resources management standards, the need to introduce competency model, but the high cost and complex process system, many companies hope to stop. This paper mainly takes Ping An Yunnan Branch of China as an example to study the current situation of quality of employees of service-oriented enterprises in service-oriented enterprises and to improve their systems. Through literature analysis, post analysis and open-ended interviews, the requirements of quality competence of service- , Analyzes the existing problems in cultivating the quality and capability of employees in service-oriented enterprises, constructs the quality-ability model of employees in service-oriented enterprises, puts forward the plan of improving the quality and capability of employees in service-oriented enterprises, hoping to make the competency model go altar and becom