聊城市家庭服务业从业人员素质提升对策研究

【作者】 吕敏；

【导师】 郭桂梅；

【作者基本信息】 陕西师范大学 ， 工商管理硕士（专业学位）， 2016， 硕士

【副题名】以DJ家政服务有限公司为例

【摘要】 在我国,家庭服务业的发展仍处于起步阶段,无序、小、乱、散、杂成为一些家政企业的真实写照,从业人员的素质参差不齐,企业提供的服务往往不尽人意,“频繁更换保姆”、“对保姆不放心”成为令雇主头疼的难题。具体而言,目前家庭服务业面临着两方面的矛盾,一是市场需求大与满意度低之间的矛盾,二是从业人员数量多与高素质人员数量少之间的矛盾。这两方面的矛盾说明,家庭服务业从业人员的素质亟待提升。在提升家庭服务业从业人员素质的研究中,现有的成果大多数是从政策、行业角度进行分析,然而推动政策的出台和行业的进步,最终都要落脚在企业的有益探索。家政企业的引导和人力资源管理体系的建设,往往是直接关系到家庭服务业从业人员素质的关键。本文探索了一名合格的家庭服务业从业人员应具备的能力素质,运用查阅资料、专家访谈等方法,选取了3个维度,25项指标,面向专家、雇主、从事家政服务5年以上,客户好评率较高的优秀家政服务员发放了调查问卷,通过因子分析法,最终构建了包括4个因素、13项指标的素质模型。为研究聊城市家庭服务业从业人员的素质现状,笔者针对聊城市600名家政服务员发放了调查问卷,回收559份,通过详细分析,发现存在基本素质低、流动性大、高端人才少的问题。在此基础上,文章对照构建的素质模型,结合聊城市典型企业的个案分析,从外部环境和内部环境进行成因分析,站在企业的角度对如何提升家庭服务业从业人员的各项能力素质,提出了全面的、可行的、可操作的对策。主要包括：对难以通过培训提升的个人仪表、理解、观察、适应等能力,要在招募过程中进行简要的面试,设置科学的面试问题,筛选一部分不合格人员；对家政服务员的技能水平,企业要进一步细化培训内容,加大培训力度,要为员工规划职业生涯,提升员工主动学习的积极性;对于较难培养的职业认同感、责任心、服务意识、奉献精神等,通过科学的薪酬管理激励机制和企业文化建设等来提升。更多还原

【Abstract】 In China, the development of family services is still in the initial stage, disorderly, small, random, scattered, miscellaneous and other issues, are becoming true portrayal of many domestic sevice enterprises, the quality of employees varies, the service companies provide often unsatisfactory, "frequent replacement nanny, nanny can’t be trusted" becomes a problem for many families. In particular, family Services is currently faced with two contradictory aspects:one is the contradiction between market demand and employer’s satisfaction, the other is the contradictory between the large number of employees and the small number of High-end service provider. Both contradictory instructions, the competence of family services workers need improving urgently. In the study about promoting competence of domestic service workers, most angle of the existing achievements are from policy, industry analysis. However, to promote the progress of an industry, enterprise must make beneficial exploration in the end. So, the lead role in talent training and the construction of human resources management system of domestic sevice enterprises, is often directly related to the competence of family services workers.This article explores what the competency should a qualified domestic service staff have, using the method of consult literature and expert interview, selected the three dimensions and 25 indicators, issued questionnaires for experts, employer, Good housekeeping waiters who has engaged in domestic service more than five years and get more employers praise, then, analyze the data though factor analysis method, finally build the competency model include 4 factors and 13 indicators. In order to study the current competence situation of family services workers in Liaocheng, the author issued questionnaire to 600 maids, and recycled 559, through detailed analysis, found there are problems as low basic quality, staff mobility, top talent less. Contrast to the competency model, combined with the typical enterprise in Liaochen, analyse the reason from the external environment and internal environment, puts forward more overall and practical countermeasures about the question how to improve the competency of family services stand in the perspective of enterprise. Mainly includes:Set up the interview process in recruiting, put forward questions in the interview scientifically, remove part of the unqualified personnel, to improve the competency that cann’t promoted through training, such as personal appearance and the ability of understanding, observe or adapt; enterprises should refine the training content, increase the intensity of training, plan your career for employees and promote the active learning enthusiasm in order to enhance the level of skills. Establish scientific salary management incentive mechanism and enterprise cultures for promoting the competency that are more difficult to cultivate, such as Professional self-identity, job responsibility, service awareness, professional dedication.更多还原