基于顾客满意的员工授权模式与控制.doc

摘 要:随着市场竞争的不断加剧，优胜劣汰的生存法则成为市场选择企业的标准，在这种生存环境中，许多企业意识到顾客是企业赖以生存的基础，追求顾客满意才是现代企业经营的目标和立足点。顾客满意，顾名思义，就是使消费者在消费过程中能得到心理上的满足，并且这种满足感能达到自己期望中的程度。

　　　为了实现顾客满意，员工授权成为大多数企业选择的一种管理模式，给员工适当的权利和空间，不仅能让员工充分发挥自己的才能，同时也能提高员工的忠诚度和归属感，不失为一种人性化的管理模式。

　　　但是在员工授权的实施过程中，很多企业并没有对员工授权有很深入的理解，会产生盲目授权或授权过度的现象，这种授权不当不仅会对企业造成利益上的伤害，而且会导致优秀员工的流失。那么，在以追求顾客满意为基础的条件下，企业该如何进行员工授权，如何对员工授权进行控制呢？

　　　本文拟采用案例分析的方法对企业的员工授权进行研究，分析在顾客满意的基础上，研究对象是如何进行员工授权的，该企业对员工授权又采取了何种控制方法，并总结出授权给企业带来的好处。同时，借鉴已有的研究结果，加以观察研究，总结分析，找出最适合现代企业的授权模式，为现代企业提供一种有效的授权管理方法，使每一个企业的员工都能在企业中得到充分的信任，让员工和企业一同进步，一同成长。

关键词：顾客满意；员工授权；授权模式；授权控制

Abstract:　As market competition continues to intensify, the law of survival of the fittest becomes the criteria for market to select enterprise, in this living environment, many companies realize that customers are the basis for the survival, the pursuit of customer satisfaction is the goal and foothold of modern enterprise. Customer satisfaction, by definition, is that consumers can get psychological satisfaction in the consumption process , and this satisfaction can achieve their expectations in the level.

　　　In order to achieve customer satisfaction, employee empowerment for most companies choose a management model, giving employees the right and space to appropriate , which not only can make employees give full play to their talents, but also can improve employee loyalty and a sense of belonging.It’s a kind of humanized management mode.

　　　But in the process of implementation of employee empowerment, many companies do not have a very deep understanding of employee empowerment, which will produce the phenomenon of blind authorization or excessive authorization , this undue authorization will not only harm the enterprise’s interests, it will result in superior staff turnover. Then, in the condition of pursuit customer satisfaction, how businesses conduct employee empowerment and how to control it?

　　　 This paper uses case study approach to research the employees empowerment , analyze how the object of study to empower the employees based on customer satisfaction, and which methods have been taken to control it, and summed how the empowerment benefits the business. Meanwhile, drawing on existing research results, to be observational studies, summarized and analyzed to identify the most suitable empower model for the modern enterprise, to provide a valid license management methods for the modern enterprise , so that every enterprise employees can be fully trusted by the enterprise, so that employees and business will progress together and grow together.

Key words：customer satisfaction；employee empowerment；empowerment model； empowerment control；