利用修正绩效矩阵探讨企业服务品质之改善-以C保险公司为例A.PDF

利用修正績效評估矩陣探討企業服務品質之改善 -以C保險公司 為例 A Applying SPEM to improve the service quality of C Insurance Company 邱國欽 朝陽科技大學保險金融管理系副教授 嚴宗銘 朝陽科技大學 保險金融管理系副教授 鍾宜芳 * 朝陽科技大學財務金融系 摘要 近十年來，台灣的保險密度及保險滲透度皆呈現上升趨勢，但並不足以表示國 人對保險商品有一定的認識，且投保商品後保險公司是否有給予保險客戶應有的服 務，本而研究主要探討保險客戶對於保險公司所提供之服務項目滿意程度，本研究 依照六標準差改善流程的步驟，首先利用績效評估矩陣增列管制界限的方法找出保 險公司需要改善的服務項目，再向保險公司提出改善建議，經過五個月後，利用六 標準差改善流程再次檢視保險公司的服務品質改善成效，本研究所提出之改善項 目，經分析後發現保險公司皆有改善成功，表示保險客戶對於保險公司這五個月的 改進是有感且滿意度有提升的。 關鍵字：服務品質、顧客滿意度、六標準差改善流程、修正績效評估矩陣 通訊作者 ：鍾宜芳 E-mail ：s870239905@.tw F -1 Abstract In recent years, insurance density and insurance penetration in Taiwan are on the rise, but not enough to represent the people insured after commodity insurance company have insurance customer service provided by the insurance company to give policyholders the necessary services, this study focuses on the the degree of satisfaction with the project, in accordance with the DMAIC steps, the use of performance evaluation matrix additional control limit insurance companies need to find ways to improve services, to propose improvements to the insurance company again, after five months, the use of six standard deviation again examine the quality of service management processes to improve the effectiveness of the insurance company, improvement projects proposed in this study, after analysis found that the insurance company has to improve the success of the insurance company for insurance customers five months of this improvement is satisfactory. Ke