基于平衡计分卡理论的内蒙古移动公司客户服务中心人力资源战略研究

发布时间：2018-06-10 15:47

本文选题：平衡计分卡 + 人力资源战略　；参考：《内蒙古财经大学》2014年硕士论文

【摘要】：近年来,随着战略平衡计分卡在中国企业的不断实践,平衡计分卡的在战略研究与制定方面的效用得到了认可,但是其应用层面多立足于公司的整体发展战略,而缺乏对于某个业务领域或组织单元的进一步的深入研究。据于此,本文将内蒙古移动公司的一个组织架构完整、人员规模较大的客户服务中心作为具体的研究对象,在对公司整体战略、客户服务中心战略以及客户服务中心人力资源现状分析的基础上,将平衡计分卡的相关方法论应用于客户服务中心的人力资源战略研究。本文利用了文献分析法、比较分析法、问卷调查法等多种方法,对客户服务中心目前的战略环境和条件进行深入剖析,找准客户服务中心人力资源战略制定的立足点和依据,创新性的描述和制定了客户服务中心的人力资源战略地图及人力资源战略平衡计分卡。其后,构建了人力资源战略工作组群,制定了人力资本开发计划,最后提出了若干必要的人力资源战略实施的措施保障。从而建立起了一个从客户服务中心的人力资源战略着眼,能够自下而上助推内蒙古移动公司整体战略目标达成的重要战略执行体系。
[Abstract]:In recent years, with the continuous practice of strategic balanced scorecard in Chinese enterprises, the effectiveness of balanced scorecard in strategic research and formulation has been recognized, but its application level is based on the overall development strategy of the company. There is a lack of further research on a business area or organizational unit. According to this, this paper takes a customer service center of Inner Mongolia Mobile Company, which has a complete organizational structure and a large scale of personnel, as the specific research object, in the overall strategy of the company. Based on the analysis of the strategy of customer service center and the present situation of human resource of customer service center, the relevant methodology of balanced scorecard is applied to the study of human resource strategy of customer service center. This paper makes use of literature analysis, comparative analysis, questionnaire survey and other methods to analyze the current strategic environment and conditions of the customer service center, and find out the foothold and basis for the establishment of the human resources strategy of the customer service center. Innovative description and development of customer service center human resources strategy map and human resources strategy balance scorecard. Then, the working group of human resource strategy is set up, the human capital development plan is drawn up, and some necessary measures to ensure the implementation of human resource strategy are put forward. Thus, it establishes an important strategy execution system which can help Inner Mongolia Mobile Company to reach its overall strategic goal from the bottom up with the human resource strategy of customer service center.
【学位授予单位】：内蒙古财经大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F626;F272.92

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