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保险业的发展不仅带动了我国经济的进步以及基础建设的稳步前行,同时对稳定居民生活、保障国民的生命和财产安全起着不可替代的作用。在这种形势下,以顾客满意度为导向的质量成本管理对保险业的健康稳定发展意义重大,对保险业质量成本管理进行分析也就非常重要。本文在总结国内外研究基础上,引出了保险业的质量成本管理问题。针对保险业的特殊属性,本文建立了以顾客满意度为导向的质量成本管理模型,构建了保险业质量管理的项目设置及成本核算方式,并选取35家寿险公司作为样本,对保险业的质量成本管理模型进行了验证,并给出了加强保险业质量成本管理的建议。
The development of the insurance industry has not only brought about the progress of our economy and the steady progress of infrastructure, but also played an irreplaceable role in stabilizing the life of residents and safeguarding the life and property of the people. Under this circumstance, the quality cost management guided by customer satisfaction is of great significance to the healthy and stable development of the insurance industry. It is also very important to analyze the quality cost management of the insurance industry. Based on the summary of domestic and foreign research, this paper leads to the issue of quality cost management in insurance industry. In view of the special attributes of insurance industry, this paper establishes a quality cost management model based on customer satisfaction, builds the project setting and cost accounting methods of quality management in the insurance industry, and selects 35 life insurance companies as samples to evaluate the quality of the insurance industry Cost management model was verified, and gives recommendations to strengthen the quality of insurance management costs.