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摘要随着2014年十八大会议召开后，“国十条”的颁布带动一系列保险行业的利好措施实施，我国的保险行业进入欣欣向荣的发展阶段。而任何行业，任何公司的一切利益根本来源来自客户，保险公司中作为开发成本低，开发成功率高的客户群体“孤儿保单客户”更是扮演重要角色。而孤儿保单客户的管理问题一直以来都没有得到很好解决，进而影响进一步的经营。文中将会以中国人寿为例，通过指出孤儿保单管理对中国人寿经营的必要性来唤起大家重视。经过分析中国人寿对孤儿保单现有的管理措施来分析找出其中存在的问题，进而结合以往经验并针对公司实际情况提出完善管理的一些措施。希望通过改变代理人的纳税制度和佣金制度，加强代理人的责任，提高代理人的对保险公司的责任来提高行业留存率，同时保险公司加强对孤儿保单的管理来努力解决好孤儿保单管理中的问题，实现客户与公司的共赢。45572
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毕业论文关键词：孤儿保单管理； 中国人寿； 问题及对策
Abstract
Eighteenth national representative of the communist party of China held in 2014, after the promulgation of the "the ten countries" to drive a series of positive measures and implementation of the insurance industry of our country's insurance industry into the booming development stage. And any industry, any company of all fundamental sources from the customer interests, the insurance company as the development of low cost, develop a high success rate of customers "customer" orphans policy but also play an important role. And the management problem of the orphans policy the customer has been didn't get very good solve, will affect the operation of the further. Here will be in China life insurance, by pointing out the orphans policy administration on the necessity of China life insurance business to raise people's attention. Through the analysis of the existing management of China life to orphans policy measures to come to the conclusion that the problems, and combined with previous experience and the actual situation of the company put forward some measures to improve the management. Hoping that changing the agent of the tax system and commission system, strengthen the responsibility of the agent, improve agent on the responsibility of insurance company to improve retention rates, and the insurance company to strengthen the management of orphans policy to try to solve the problem of good orphans policy administration, achieve win-win with the company's customers.
Key words：Orphans policy administration； China life； Problems and countermeasures
目 录
摘 要 I
Abstract II
一、 绪论 1
㈠研究背景及意义 1
㈡文献综述 2
二、孤儿保单管理对中国人寿经营的必要性 3
㈠有利于公司客户资源的管理 3
㈡有利于增加客户忠诚度 3
㈢有利于行业发展 4
三、中国人寿对孤儿保单现有的管理措施 4
㈠提高收展员的整体素质 4
㈡成立收展部，由专门部门负责孤儿保单 4
㈢增加考核制度，保障孤儿保单客户利益 5
四、中国人寿孤儿保单管理中存在的问题 5
㈠不合理的税收政策和佣金制度导致代理人流失率居高不下 5
㈡孤儿保单客户的服务人员频繁更换 6
㈢由多名代理人服务同一孤儿保单客户 6
㈣孤儿保单的服务质量仍难以保证 7
五、完善孤儿保单管理的措施 7