發(fā)布時(shí)間：2018-03-14 05:32

  本文選題：航空公司　切入點(diǎn)：人員調(diào)配　出處：《深圳大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：地面服務(wù)是航空公司提供服務(wù)保障的重要組成部分,其中,接送機(jī)人員的工作直接面對旅客,為旅客提供專業(yè)、高質(zhì)量的服務(wù),例如為重要旅客、無成人陪伴兒童等特殊旅客提供登機(jī)引導(dǎo)服務(wù)等等,其人員調(diào)配管理即給員工分配任務(wù)建立工作時(shí)間表,從而滿足生產(chǎn)需求的能力和水平直接影響著航班是否能夠正常運(yùn)行,進(jìn)而直接影響到客戶滿意度和公司績效。而接送機(jī)人員的調(diào)配問題因人員和航班數(shù)量多、約束條件的限制及其他不確定因素的影響,導(dǎo)致了接送機(jī)人員調(diào)配管理的難度和復(fù)雜性。深圳航空目前的接送機(jī)人員的調(diào)配管理還停留在人工管理階段,排班人員根據(jù)個(gè)人經(jīng)驗(yàn)進(jìn)行航班保障任務(wù)的分配,并在問題出現(xiàn)后不斷進(jìn)行修正,容易引起員工對工作量分配不均的不滿、人員調(diào)配效率低、不能充分利用人力資源等問題。隨著地面服務(wù)工作量不斷加大,工作流程不斷增多,工作內(nèi)容復(fù)雜性不斷提升,這種憑借經(jīng)驗(yàn)的管理方式逐漸暴露出更多弊端,已不能適應(yīng)服務(wù)需要。本文首先介紹了民航業(yè)的現(xiàn)狀和深圳航空地服人員調(diào)配管理現(xiàn)狀的基礎(chǔ)上,分析了目前地服人員調(diào)配管理的存在問題和解決問題的必要性;其次,本文將排班的流程簡化成為工作量評估和航班保障任務(wù)分配兩個(gè)階段;再次,針對航班保障任務(wù)的特點(diǎn),本文通過航班保障WBS分解,將航班保障任務(wù)拆分為一個(gè)個(gè)更多清晰的小任務(wù),通過文獻(xiàn)分析、專家評價(jià)、訪問等方法,構(gòu)建了航班保障任務(wù)人員能力需求評價(jià)表;最后,采用排班管理人員和培訓(xùn)人員工作的相互配合的方式,提出了航班正常時(shí)和航班延誤時(shí)的情況下,人員調(diào)配管理的改進(jìn)方案。本文通過尋找得出的接送機(jī)人員調(diào)配改進(jìn)方案,不僅改變了目前人員調(diào)配基于經(jīng)驗(yàn)的局限,實(shí)現(xiàn)人力資源的合理配置和優(yōu)化利用,減少人力資源浪費(fèi),還為同行業(yè)或者其他地面服務(wù)部門的人員調(diào)配管理起到借鑒的作用。
[Abstract]:Ground service is an important part of the service guarantee provided by airlines. Among them, the personnel of the shuttle aircraft directly face passengers and provide professional and high-quality services for passengers, for example, for important passengers. Special passengers, such as unaccompanied children, provide boarding guidance services, and so on. Their personnel deployment management, that is, assigning tasks to employees and establishing work schedules, directly affects the ability and level of the flight to meet production needs. Furthermore, it directly affects customer satisfaction and company performance. However, the deployment of the personnel of the carrier is affected by the large number of personnel and flights, the constraints of constraints and other uncertain factors. This has led to the difficulty and complexity of dispatching and managing the personnel of the carrier. At present, the dispatching and management of the personnel of Shenzhen Airlines is still in the stage of manual management, and the scheduling personnel carry out the assignment of flight support tasks according to their personal experience. It is easy to cause the staff to be dissatisfied with the uneven distribution of workload, low efficiency of staff deployment, unable to make full use of human resources, etc. With the increasing workload of ground service, the work flow is increasing. The complexity of the work is increasing, and the management method based on experience has gradually exposed more disadvantages and can no longer meet the needs of service. Firstly, this paper introduces the present situation of civil aviation industry and the present situation of the deployment and management of Shenzhen aviation ground service personnel. This paper analyzes the existing problems and the necessity of solving the problems in the management of local service personnel deployment. Secondly, this paper simplifies the scheduling process into two stages: workload assessment and flight support task assignment. Thirdly, according to the characteristics of flight support tasks, Through the WBS decomposition of flight support, the task of flight support is divided into more and more clear small tasks. Through literature analysis, expert evaluation, access and other methods, this paper constructs the evaluation table of the ability requirements of flight support task personnel. In this paper, by using the way of coordination between shift manager and trainer, the improvement scheme of personnel deployment management in normal flight and flight delay is put forward. It not only changes the limitation of personnel deployment based on experience at present, realizes the rational allocation and optimal utilization of human resources, and reduces the waste of human resources, but also plays a reference role for the management of personnel deployment in the same industry or other ground service departments.
【學(xué)位授予單位】：深圳大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F562.8

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