MBA论文—南航员工服务中心的组建.doc

I 摘要随着国际化竞争的加剧,企业竞争的焦点已从物质资本与市场的竞争转向了人的竞争。人作为一种资源,在组织中所发挥的作用迅速提高,已成为组织生存和发展的关键因素。在现代企业,尤其是服务性企业,员工的满意度对顾客的满意度以至企业的利润影响越来越大。基于这种变化,作为对员工满意度影响最大的职能部门——人力资源部必须转变管理职能,从传统的管理导向转变为服务导向。这已经成为理论界一个普遍的共识。但如何在实际中真正实现这种转变,仍然是人力资源管理实践中面临的一个难题。本文研究了服务导向人力资源系统的产生背景,特点,服务对象和内容及服务导向人力资源系统一般实施的步骤。并运用案例研究的方法,通过分析南方航空公司新战略与服务导向人力资源系统的关系,员工服务中心的组建在人力资源系统改革中的重要作用,员工服务中心的业务流程再造的具体经过,得出了服务导向的人力资源系统的建立应与公司战略相结合,业务流程再造应与理念再造、组织再造相结合,循序渐进推动改革的结论,为服务导向人力资源系统在国内企业的具体实施提供了一个很好的范例, 具有很高的理论和实践价值。关键词:服务导向,员工服务中心,人力资源系统,业务流程再造 II THE ESTA BLISHMENT OF EMPLOYEE SERVICE CENTRE INC HINA S OUTHERN ARLINES C OMPANY MBA Name: Chen Shuzheng Supervisor: Sun Haifa ABSTRACT With the fierce petence, human resources are ing the most important resources anization. In modern enterprise, especially in service enterprise, employee satisfaction has a great effect on enterprise profit. In this situation, Human Resources Department must transform its function: from traditional mange-oriented to service-oriented. The article analyses features, contents and general conduction process of service-oriented Human Resources System. The article uses case study me thod, analyses the relationship with strategy and service-oriented HRM reform, the relationship with HRM reform and employee service centre, the detailed process of the employee service establishment in China Southern pany, and sums up the general experience of service-oriented HRM reform. The establishment of employee service centre in China Southern pany provides a good example of service-oriented HRM system reform in domestic enterprise, has a high ideal and practical value. Key Words : Service-oriented 、 employee service centre 、 HRM system 、 BPR III 目录中文摘要················································································ Ⅰ英文摘要·············································································· Ⅱ目录················································································ Ⅲ前言···························································