摘要
I西安理工大学工商管理硕士专业学位论文
II摘要
II
I
论文题目：A 银行郑州分行前台柜员绩效考核研究
学科名称：工商管理
研 究 生：李 扬 签 名：_________
指导教师：李建勋 副教授 签 名：_________
摘要
随着金融业的快速发展，商业银行之间的竞争也越来越激烈。银行前台柜员是银行里
的重要员工，承担了银行里的大量工作。如何进行绩效考核调动这些员工的工作积极性，
是银行面临的重要问题

论文针对 A 银行郑州分行在前台柜员绩效考核方面存在的问题开展研究工作。首先
是提出问题，该部分的研究目的就是明确 A 银行郑州分行前台柜员的绩效考核现状及存
在的问题。为此，本文通过问卷调查和个人访谈来收集数据。调查结果表明，目前 A 银
行郑州分行采用的考核法不适合柜员的绩效考核

绩效考核的方案研究设计是论文的重点，在明确采用平衡计分卡作为柜员绩效考核方
法后，分别从封闭式柜员和开放式柜员两个方面提出了柜员的改进绩效考核方案，从财务
管理、客户服务、工作流程和培训成长等四个一级指标为基础，设定了若干二级指标，并
设定各二级指标的权重，为了使新的改进方案得以顺利实施，本文提出了 A 银行郑州分
行前台柜员绩效考核改进实施方案结果的应用和保障措施。绩效考核结果应用包括:薪酬
调整的应用、职位晋升与岗位调换的应用、培训的应用、职业发展规划的应用。保障措施
本文从强化资源保障、建立薪酬激励、加强员工沟通，优化绩效考核管理等方面提出了对
应的保障措施

【关 键 词】柜员；绩效考核；改进方案
【论文类型】应用研究西安理工大学工商管理硕士专业学位论文
IV
Title: Research on Performance Appraisal for the Teller in A Bank
Zhengzhou branch
Major：Business Administration
Name：Li Yang Signature: _________
Supervisor：Prof. Jianxun Li Signature: _________
Abstract
With the rapid development of the financial industry, the competition among commercial
banks is becoming more and fiercer. The front desk teller is an important employee in the bank,
who takes a lot of work in the bank. How to carry out the performance evaluation to mobilize
the enthusiasm of these employees is an important issue facing the bank.
In this paper, the A Bank of Zhengzhou branch in the performance appraisal of the front
desk of the problems existing in the research work. The first is to ask questions, The purpose of
the study is to determine the status of the performance evaluation of A bank Zhengzhou branch
of foreground and existing problems, therefore, this article through the questionnaire survey and
personal interviews to collect data. The survey results show that the assessment method is not
suitable for the A bank Zhengzhou branch teller performance appraisal.
The research and design of performance evaluation is the key point of this paper,in clear
using the Balanced Scorecard as a teller performance appraisal method, performance appraisal
scheme of the teller respectively from the two aspects of the closed and open teller teller, from
financial management, customer service, work flow and training up to four level indicators as
the foundation, set some two level index. And set the weights of the two indicators; in order to
make the new scheme can be implemented smoothly, this paper proposes the implementation
scheme and safeguard measures to improve the performance appraisal of A bank Zhengzhou
branch teller. The application of performance appraisal results include: the application of salary
adjustment, the application of job promotion and job exchange, the application of training, the
application of career development planning.This paper puts forward the corresponding
safeguard measures from the aspects of strengthening the protection of resources, the
establishment of salary incentive, the strengthening of staff communication, and the
management of performance appraisal.
【Key Words】Teller; Performance appraisal; Improvement scheme
【Style of thesis】Applied Research目 录
i
目 录
1 绪论....... 1
1.1 研究背景与意义. 1
1.1.1 研究背景.... 1
1.1.2 研究意义.... 2
1.2 研究内容与方法. 3
1.2.1 研究内容... 3
1.2.2 研究方法.... 3
1.3 论文框架.. 4
2 理论综述........... 5
2.1 绩效考核和管理.. 5
2.1.1 绩效考核.... 5
2.1.2 绩效管理.... 5
2.2 绩效考核方法概述.......... 6
2.2.1 平衡计分卡 6
2.2.2 关键绩效指标法.... 7
2.2.3 目标管理法 8
2.2.4 360 度绩效考核法. 8
2.3 国内外研究现状.. 9
2.3.1 国内研究现状........ 9
2.3.2 国外研究现状...... 12
2.3.3 研究评述.. 13
3 A 银行郑州分行前台柜员绩效考核现状及问题分析 .......... 15
3.1 A 银行郑州分行前台柜员绩效考核基本情况15
3.1.1 A 银行郑州分行概况 ...... 15
3.1.2 绩效考核的主要内容..... 16
3.1.3 绩效考核结果的运用..... 20
3.2 问卷和访谈调查 21
3.2.1 调查设计的原则与目的.. 21
3.2.2 样本描述.. 21
3.2.3 调查内容与统计.. 22
3.2.4 调查统计结果...... 22
3.2.5 调查结果简要分析.......... 24
3.3 A 银行郑州分行柜员绩效考核存在的问题 .... 25西安理工大学工商管理硕士专业学位论文
ii
3.3.1 岗位工作分析不到位...... 25
3.3.2 绩效考核指标设置单一.. 27
3.3.3 考核结果运用不及时...... 28
3.4 A 银行郑州分行柜员绩效考核问题的原因.... 29
3.4.1 人力资源管理不足.......... 30
3.4.2 专业指导缺乏...... 31
3.4.3 内部监管制度不足.......... 32
4 A 银行郑州分行柜员绩效考核方案研究...... 33
4.1 前台柜员工作分析.........
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