人力资源咨询行业的服务质量控制研究——以豪登公司为例

上海交通大学硕士学位论文人力资源咨询行业的服务质量控制研究——以豪登公司为例姓名：杨燕申请学位级别：硕士专业：工商管理指导教师：胡巍20090111THERESEARCHOFSERVICEQUALITYCONTROLINTHEHRCONSULTINGINDUSTRYTAKINGHORTONASANEXAMPLEABSTRACTWiththedevelopmentoftheglobaleconomy,moreandmorecompaniesarefocusingondevelopingtheirsoleresource–people,andaskingforconsultingservicesfromexternalresources.IntermsofthecurrentservicequalityofthedomesticHRconsultingindustry,however,therearestillsomeproblemsoncapabilitiesofHRconsultants,workprocesses,integrity,successrate,clientsatisfactionandsoon.HRconsultingisonesectorintheserviceindustry.TakingHortonasanexample,thispapershowstheservicequalityintheHRconsultingindustryaswellasinHorton,andthenanalyzesthepotentialcauses.FromthedevelopmentphasesofHRconsultingservicequality,werealizethattoimprovetheservicequalityisstrategicallytoestablishthecorecompetitiveness.ItthenanalyzessomeservicemeasuresinHorton.Somecommonmeasuresofimprovingservicequalityareincludedinthispaper.Workingintheindustryinthepastfewyears,I’vebeguntothinkaboutwhytheservicequalitycan’tmeettheexpectationandhowcanHRconsultingcompaniesproviderealperfectserviceandimprovethequality.Atlast,I’vefiguredoutthatpeopleisthemostimportantfactorintheproblem.CaringaboutclientsandemployeesisthestrategythatfitsforthecurrentsituationinHorton.IhopeitcanhelpHortonandotherdomesticcompaniestoimprovetheirservicequality.KEYWORDS:Horton,servicequality,client,employee200911120091112009111MBA11978Avon201993MBA21.1200020001000·1Korn/FerryInternational1969417320002(Heidrick&Struggles)1400653EgonZehnderInternational19643762812204RussellReynoldsAssociates196939MBA32755(SpencerStuart)1956215132051.240MBA41.32090200412MBA5346\\1.4MBA62.120062-1TABLE2-1FulfillmentofHorton’sProjects(includingconsultingandsearchprojects)2006200720089/200813514785/144325530/8616720219580/23080.8%72.7%---/62.6%2-120062008FIGURE2-1NumbersofProjectsfor2006-2008MBA72-12-12008200823020072008211480100123104200830VC2.22-2MBA82-2TABLE2-2Horton’sProjectFollow-UpSheetHortonInternationalChinaProjectFollow-UpSheetProject/PositionClientName:ContactPerson&Position:SuccessfulCandidateName:StartDate:PartIAbouttheCandidateProbationPassFailIffail,why?CandidatePerformanceRatingCommentsMuchaboveexpectationAboveexpectationMeetexpectationBelowexpectationMuchbelowexpectationPartIIAboutHorton'sServiceCommentsonHorton'sservice:Suggestedareasforimprovements:PartIIIAbouttheClientUpdatesonclientbusinesssituations:Summaryofclient'spotentialneedsforHorton'sserviceinRecruitinginTrainingCompletedby:Date:Remarks:MBA920010305%MBA103.11993199820019982003200420083.1.13.1.2MBA1190contingencycontingencyretain3.1.33.23.2.1MBA123.2.21234563.2.3MBA133.2.4ISO9004-2ISO9004-2“”ISO9004-23-1ISO9004-2FIGURE3-1ISO9004-2Triangle-4Circles3-1“”“”MBA14ISO9004-2PassengerServiceManualISO9004-23-2FIGURE3-2ServiceQualityCircles3.2.5MBA15(CustomerSatisfaction,CS).2090CSCS3-33-3FIGURE3-3Customer’sSatisfactionGradeFormedChartESPSESPSES=PSESPSMBA16:123453.33.3.13.3.2MBA17ITIT3.3.320011020021/3153.3.4MBA183.3.5——3.3.6MBA19SWOTSWOT4-1SWOTTABLE4-1Horton’sSWOTAnalysis(S)(W)1121523344556(O)(T)11223344556SWOTMBA204-2TABLE4-2Horton’sStrategyChartSWOSOWOTSTWTSWOT4-1FIGURE4-1TheOrientationofStrategyChartMBA214.14.2MBA22815820845MBA234.31234MBA2420072142.220052010240201004-3TABLE4-3ChinaHumanResourceDemandDistribution-4-3--MBA25“”55%32%6%4%3%MBA26–154.410154.5MBA274-214-2FIGURE4-2TheApproachtoDevelopClientRelationship23MBA284567BD1070MBA294.6MBA30MBA315-1FIGURE5-1ServiceGoldenTriangle“”·“”——“”5.15.1.180%20%20%80%MBA325.1.2:!MBA33:5.1.3,,12MBA3434CRM5.1.4MBA35HortonSuccessfullyDeliveringSuperiorTalent5.1.55-25-2FIGURE5-2DifferentialModelofClientValueIIIIVIIIMBA3620%20%80%80%,20%IIIIIIIV5.1.65-35-3FIGURE5-3BehaviorsofUnsatisfiedClientMBA3791012345.25.2.1MBA38123MBA395.2.2MBA403525%-85%5.2.35.2.4()MBA41——5.3123455.4MBA422090“”121003MBA43MBA44[1]200537404748165166171184[2]20063943[3]20002736[4]20031056[5]20017175[6]2004290299[7]P20013456[8]20012646[9]2004129152[10]20007882[11]2005180182MBA45MBA46[1]20086163164人力资源咨询行业的服务质量控制研究——以豪登公司为例作者：杨燕学位授予单位：上海交通大学本文链接：授权使用：上海海事大学(wflshyxy)，授权号：23341ca9-eacf-4206-8ebf-9e27004447b0下载时间：2010年11月7日