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  • 學位論文

應用六標準差改善流程檢視企業服務品質改善成效─以L保險公司為例

An Examination of the Enterprise Service Quality Improvement by Employing DMAIC of 6σ Method-A Case Study of Insurance Company L

指導教授 : 邱國欽
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摘要


近年來,保險公司為了增加社會大眾對自己公司的投保意願,紛紛推出許多多樣化的保險商品以貼近保險客戶的需求,加上國人對保險商品的接受度及需求日益增高,使得續保率、保險密度及保險滲透度皆呈現上升趨勢,但是其比率不能表示保險客戶對於保險商品有一定的認識,以及保險客戶在付出如此多的保費之後,對於保險公司所提供之後續服務是滿意的。所以本研究藉由六標準差改善流程,首先調查保險客戶分別對於其業務員及保險公司之提供服務的滿意程度,再利用績效評估矩陣增列管制界限找出需改善之服務提項共9項,本研究將這些題項提供給保險公司並共同擬定改善策略作為L保險公司之服務品質改進的參考方向。 九個月後,本研究再次發放問卷調查保險客戶對於保險公司服務品質之改善滿意程度。本研究針對先前提出之9個需改善服務之題項,利用X ̅-品質管制圖檢視題項是否改善成功,結果發現有兩個題項改善失敗,而針對此兩個題項,本研究建議L保險公司再修改此提項之改善策略再評估改善成效,期許本研究提出之方法能夠作為L保險公司改善服務品質之檢核方向,以提升保險客戶對於L保險公司之服務滿意程度,進而使保險市場上之保險公司皆能提升其自身之服務品質,以提供給國民更好的服務及保障。

並列摘要


Insurance company introduce variety product in order to increase persons purchase intention, and persons acceptance, demand increasingly higher for insurance product in recent years. That make renewal rate, insurance density and insurance penetration are rising trends. However, the ratio does not represent insurance clients for the insurance of goods have some knowledge, as well as policyholders in premiums after paying so much for the follow-up services provided by the insurance company is satisfied. Therefore, this study through DMAIC, customers were first investigated for the insurance salesman and insurance companies to provide their level of satisfaction with the service. After that, applying PEM Control Limits to find 9 items that needed to improve. These 9 items provided to insurance company as a service quality reference direction. After a period of time, the research surveyed the questionnaires again to insurance customers during the period for insurance companies improve satisfaction. And the results found that 9 anomalies items of this study, only two item did not improve successfully. After improvement, customers' repurchase intention enhance relatively that insurance company service quality improvement will enhance customer satisfaction to enable customers to purchase new insurance policies.

參考文獻


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