Research On Quality Management Of Pension Insurance Company’s Health Service Project

In recent years,various insurance companies have faced difficulties in business development due to serious product homogeneity,limited customer sources and insufficient viscosity.In order to make breakthroughs and innovations,D Pension Insurance takes diversified product portfolios and customer management as the direction of its strategic planning,and the health service industry is a key part of it.How to ensure the service quality of D company’s health service projects and continue to improve is the main content of this paper.First of all,the paper studies the current situation at home and abroad in three aspects:quality management,project quality management and the development of health service projects.Compared with developed countries,there is still a gap in the development of my country’s health service industry,and there are few studies on the quality of health service projects.This article is to study the quality of D company’s strategic project-pension insurance health service project.Then,using the literature research method,the project quality management theory and the service quality gap model theory are deeply understood and analyzed.The above two theories will be the basic core theories for studying the quality of health service projects,and the above theories will be practiced and implemented in health service projects.Furthermore,with the service gap model as the core,two sets of questionnaires are designed for the target audience according to the five main aspects of tangibility,credibility,assurance,responsiveness,and empathy.After the survey results are obtained,the data are sorted out,the effective questionnaires are screened out,and the results of the questionnaire survey are summarized.Then,the reliability of the questionnaires collected from the two questionnaires was analyzed by two methods:descriptive characteristics and Cronbach’s alpha reliability analysis.After verifying that the data is reliable,use the formula of the service quality gap model to evaluate the quality.The entropy weight method is used to determine the weights of the five dimensions to objectively confirm the proportion of the quality results.Since the two sets of questionnaires are about the same question,after discussions with the expert group,the weights of the two sets of questionnaires on the results were determined,and the average quality gap of health service items was finally obtained,thus obtaining the scientific results of quality assessment.Finally,this paper proposes that the health service project of company D needs to use the Deming circle "PDCA" method to continuously perform quality optimization iterations according to the quality assessment results.On the five dimensions of the service gap model,targeted optimization suggestions are put forward,implementation plans required to improve service quality are formulated,and various guarantees required in the implementation of the plan are analyzed.At the end of the paper,it also puts forward requirements for the guarantee scheme of quality optimization of health service items.