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NXH 银行作为一家正在准备上市的本地商业银行，相对成立之初发展成果显著，
特别是在业务收益、各层次的人才培养、信息化的建设和硬、软件研发投入等方面得
到了广泛认可。但随着国家供给侧改革、去产能化发展，当地企业生产力已经不及以
前，甚至出现破产的情况，在大客户出现缺失、减少的情况下，客户经理业绩有所下
滑。本文通过对当前金融内外环境及 NXH 商业银行的内部绩效考核体系的分析，并
根据 NXH 银行在本地的发展情况，在借鉴其他银行绩效考核体系和相关统计学理论
的基础上，对 NXH 银行绩效考核体系的指标、运作流程、资金兑现、结果的应用等
方面进行综合分析，分析其中的不足和存在的问题，并根据以上不足与问题，结合实
际情况和市场大环境，运用 KPI（关键绩效指标）法、调查问卷、等级序列等方法，
对 NXH 银行客户经理绩效考核体系进行重新细化和权重的量化，从而形成更加科学
的指标权重体系。同时，针对发现的问题提出了相应的改进措施。通过优化，提高客
户经理的工作积极性，尽可能设计客观、公平的绩效考核体系，确保优质客户经理资
源不外流
关键词：银行；绩效考核体系；关键绩效指标；等级序列法山东理工大学硕士学位论文 ABSTRACT
II
ABSTRACT
At present, China&39;s economy into the development of the transition period, for the
financial industry, but also faces new opportunities and challenges. The traditional mode of
capital management, large loans, high operating costs of the three modes of operation has
been unable to meet the requirements of the development of commercial banks. Therefore,
the major commercial banks to keep up with the national macroeconomic policies, and
constantly improve and improve the development of ideas, enhance marketing capabilities,
reduce costs, in order to survive in the entire financial market competition.
NXH as a bank is preparing the listed local commercial banks, relatively at the
beginning of the establishment of the development of remarkable achievements, especially
the training at all levels of business income, the personnel, the construction of information
technology hardware and software R & D investment has been widely recognized. But
with the national supply side reform, to the production capacity of the development of
local enterprises, productivity has less, or even bankruptcy, in customer loss, reduce the
case, client manager performance decline. Based on the analysis of the current financial
environment and the NXH commercial bank internal performance appraisal system, and
according to the NXH bank in the development of local conditions, in reference to other
bank performance appraisal system and the relevant statistics on the basis of the theory,
application and other aspects of the performance appraisal system of NXH bank index,
operation flow, cash funds, the the comprehensive analysis, analysis of the shortcomings
and problems, and according to the above shortcomings and problems, combined with the
actual situation and the market environment, the use of KPI (key performance indicators)
method, questionnaire, rank method, re quantization refinement and weights of the
customer manager performance appraisal system of NXH bank, thus forming index weight
system more scientific. At the same time, corresponding improvement measures are put
forward in view of the problems found. Through optimizing, we should improve the
enthusiasm of the customer manager, design an objective and fair performance appraisal
system as much as possible to ensure that the quality of customer managers do not drain
out of resources.
Key words:Bank; Performance Appraisal System; Key Performance Indicators; Rank
Sequence Method山东理工大学硕士学位论文 目 录
III
目 录
摘要.... I
ABSTRACT..II
目 录..III
第一章 引 言......1
1.1 选题来源及研究背景...........1
1.2 研究意义.......1
1.3 研究内容与方法.......1
1.4 相关理论综述及发展趋势...2
第二章 理论基础......5
2.1 客户经理制和客户经理的概念........5
2.2 绩效考核体系5
2.2.1 绩效考核体系考核基本方法及常用指标.......5
2.2.2 绩效考核体系运作流程设计...6
2.2.3 绩效考核体系考核结果应用...6
2.3 绩效考核体系研究方法.......7
2.3.1 调查问卷法.......7
2.3.2 绩效考核指标权重分配法.......8
第三章 客户经理绩效考核体系现状及存在问题分析......9
3.1 银行的基本情况介绍...........9
3.2 客户经理绩效考核体系现状.........10
3.2.1 客户经理绩效考核办法.........10
3.2.2 客户经理绩效考核体系运作流程.....12
3.2.3 客户经理绩效考核相关指标.13
3.2.4 客户经理绩效考核结果兑现情况.....13
3.3 对 NXH 银行客户经理考核体系调查分析过程...13
3.3.1 调查问卷设计.13
3.3.2 调查问卷数据分析.....14
3.4 NXH 银行客户经理绩效考核体系存在的问题分析.........19
3.4.1 绩效考核体系指标过于单一.19
3.4.2 绩效考核体系考核重点权重不合理.20山东理工大学硕士学位论文 目 录
IV
3.4.3 绩效考核体系运作流程过于繁琐，缺乏过程控制.21
3.4.4 绩效考核资金发放非统一管理....
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