【作者】 王珏；

【导师】 肖作平；

【作者基本信息】 西南交通大学 ， 工商管理（专业学位）， 2014， 硕士

【摘要】 弗雷德里克·温斯洛·泰勒(Frederick W. Taylor,1856-1915)是科学管理的创始人,他开创性的将科学的方法引入管理中,使管理第一次从经验上升为科学,从而从根本上改变了人们对管理问题的思考方式,使管理走上了科学发展的道路,被人们称为“科学管理之父”。泰勒的科学管理理论也为现代企业管理理论的形成和发展奠定了坚实的基础,并且无论是在过去还是现在,无论是在制造业还是其他行业,无论如今管理流派如何异彩纷呈,泰勒科学管理理论所阐述的原则、精神、方法在企业管理过程中依然发挥着重要的指导作用,其理论贡献依然是管理学的基础之一。在本文撰写过程中,笔者通过搜索大量资料发现,目前国内外研究科学管理内容和思想的人数很多,相关书籍、著作、评论数量也不少,但是大多侧重于生产制造业,而对于服务业中的电话银行这一新兴行业,还很少有人研究科学管理理论的运用及价值体现。因此本文结合电话银行管理实践经验,从实践运用方面重新梳理、挖掘泰勒的管理学思想,具有重要的理论和实践意义。由于泰勒科学管理理论是对自身管理经验的总结,理论本身带有浓厚的经验色彩,因此,本文试图从科学管理理论入手,首先从该理论中抽象和总结出能够概括其理论思想的主要方面,梳理出科学管理的目的、手段、方法、流程；然后以A行电话银行中心为研究对象,调查和研究电话银行中心的现状,分析总结出现阶段存在于电话银行中心的管理难点；再结合科学管理理论的相关内容,从定额原理、标准化原理、差别工资制、科学用人与培训、人性化管理原理几大方面,找到解决管理问题的具体措施,并将理论具体运用于实际工作当中,实现电话银行中心管理科学化、精细化。在研究方法上,本文运用的方法包括文献搜集、案例分析、实地调查、实践检验等。本论文研究和分析的实际意义在于：电话银行工作为一个新兴产业,管理难点与重点较为突出,管理尚未走向成熟,还处于摸着石头过河的初级阶段,正缺乏有效的管理依据与方法来解决实践中的种种问题。在运用了科学管理理论以后,A行电话银行中心的各项管理指标均得以明显提升,可以说,科学管理理论所阐述的原则、精神、方法推动了A行电话银行中心价值创造能力的提升,在实践的检验中,证明了科学管理理论的科学性、实用性、可操作性。更多还原

【Abstract】 Frederick W. Taylor (1856-1915) is the founder of scientific management, he pioneering introduces scientific methods to management, so that the first rise in management science from the experience, thus fundamentally change the way that people think about management problems. He was known as the "father of scientific management". Taylor’s scientific management has laid a solid foundation for the formation and development of modern enterprise management theory. The principles, spirit and methods of Taylor’s scientific management still play an important role in business management process, no matter in the past or present, in manufacturing or other industries, no matter how many management methods there are.With the researches on various articles, the author found out that most books, writings and comments on scientific management are more focused on manufacturing industry. However, few of these studies look into the guidance, practice and value of scientific management from the telephone banking perspective. With the practical experience in telephone banking, the author comb and dig the essence of Taylor’s management thought, which contributes to both theory and practice of the scientific management.As Taylor’s theory of scientific management is a summary of his own experience in management, the theory itself is too concrete. The author tries to abstract and conclude the skeleton of his thought, combing the purpose, technique, methodology and process of scientific management. After that, the author studies and researches the current situation of telephone banking, using the telephone banking center of bank A as the study object, analyzing the difficulties of phone banking management. Finally, the author provides the solution to the problems and uses them in practice based on the study of "quota principles","standardized principles","differentiated wages","scientific job assignment and education" and "human based management", so as to achieve the scientific and fine management in telephone banking. The author uses various study methods, including, documents collecting, case study, investigation and practical measurement, etc. The practical meaning of the study includes:The phone banking, as an emerging industry, does not have a matured management method with obvious difficulties. The phone banking today is still at a preliminary stage, lacking of effective methods and theories to solve the problems. After using the scientific management theory, various management indexes of Bank A raised dramatically. Overall, the theories, sprits and methods from scientific management promoted the ability of value creation of Bank A, which proves the scientific management in terms of scientific, practical and operability.更多还原