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CT管理公司长租公寓基层服务人员的绩效管理优化研究_MBA毕业论文

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随着我国近年的国民经济飞速提升、各个城市的迅速发展、流动人口对生活住房 和租房的要求也逐渐提升。从 2016 年国务院最初出台的《关于加快培育和发展住房 租赁市场的若干意见》,以及全国人大会议审议并且表决通过的《“十三五”规划纲要》, 都对构建“租售并举”的住房制度做了明确提出。长期出租公寓业,是符合同时出租 和出售政策的意图,也受到投资机构的青睐和重视。然而,长租公寓行业在迎来市场 重视的同时,随之而来也遇到了不小的挑战,尤其是信息时代的今天和人们对于生活 质量要求的提升,给长租公寓的服务提出了诸多要求。 本论文以 CT 管理公司为例,根据绩效管理理论,通过问卷调研的方式对长租公 寓基层服务人员现行绩效管理的满意度进行调查,对公司现行绩效管理中的问题进行 了具体的研究和归纳。重点运用关键绩效指标法(Key Performance Indicator,KPI) 对绩效管理进行优化改进。通过开展绩效管理计划去确定公司目标来自上而下分解并 设定基层服务人员关键绩效指标、建立绩效考核方案、制定绩效反馈制度、建立保障 措施等方面进行改进,使新的绩效管理方案更加适应公司发展,为营运目标所服务。 同时,本文也为行业内长租公寓基层服务人员绩效管理这一问题提供实践参考。 关键词,长租公寓;基层服务人员;绩效管理III Abstract With the rapid development of China's national economy in recent years, the rapid development of cities, the demand for floating housing for living housing and renting houses is also increasing. From the Several Opinions on Accelerating the Cultivation and Development of the Housing Leasing Market promulgated by the State Council in 2016, and the 13th Five-Year Plan, which was considered and voted by the National People's Congress, all proposed the construction of rental and sales. Long-term rental of the apartment industry, in line with the intention of the simultaneous rental and sale policies, is favored and valued by investment institutions. However, while the long-rent rental apartment industry has attracted the attention of the market, it has also encountered enormous challenges, especially in present information age and people's demand for quality of life, which has brought a lot of service to long-term rental apartments’ requirements. Taking the CT management company as an example, this paper investigates the satisfaction of the current performance management of the long-term rental apartment basic service staff according to the performance management theory, and conducts a specific research and induction on the problems in the current performance management of the company. Key Performance Indicator (KPI) is used to optimize and improve performance management. New performance management program will be more suitable for the company development through making the performance management plan to determine the company objectives to set the key performance indicators, establishing the performance appraisal plan, making the feedback system and building up the safeguard measures. At the same time, this paper provides a practical reference for the problem of performance management of basic service staff in long-rent apartments in the industry. Keywords,Long-term Rental of The Apartment; Basic Service Staff; Performance Management目录 致谢.........................................................................................................................................I 摘要........................................................................................................................................II Abstract................................................................................................................................. III 第 1 章 绪论 ...........................................................................................................................1 1.1 研究背景及意义 ......................................................................................................................1 1.1.1 研究背景 ...........................................................................................................................1 1.1.2 研究意义 ...........................................................................................................................2 1.2 国外长租公寓及绩效管理研究现状 ......................................................................................3 1.2.1 国外长租公寓研究现状 ...................................................................................................3 1.2.2 国外绩效管理研究和应用现状 .......................................................................................4 1.3 国内长租公寓及绩效管理研究现状 .....................................................................................5 1.3.1 国内长租公寓发展研究现状 ...........................................................................................5 1.3.2 国内长租公寓绩效管理应用研究现状 ...........................................................................7 1.4 研究内容与技术路线 .............................................................................................................9 1.4.1 研究内容 ...........................................................................................................................9 1.4.2 研究技术路线 .................................................................................................................10 1.5 研究方法与创新点 ................................................................................................................11 1.5.1 研究方法 .........................................................................................................................11 1.5.2 研究创新点 .....................................................................................................................11 第 2 章 绩效管理的理论概述................................................................................................ 12 2.1 绩效管理的基本概念 ............................................................................................................12 2.2 绩效考核的基本概念 ............................................................................................................13 2.2.1 绩效考核的类别 ............................................................................................................14 2.2.2 绩效考核的常用方法 ....................................................................................................14 第 3 章 CT 管理公司长租公寓基层服务人员的绩效管理的现状与问题分析 ....................... 17 3.1 CT 管理公司简介 ...................................................................................................................17 3.1.1 公司概况 .........................................................................................................................173.1.2 运营内容 .........................................................................................................................17 3.1.3 组织结构 .........................................................................................................................18 3.2 CT 管理公司长租公寓基层服务人员绩效管理的现状........................................................19 3.2.1 CT 管理公司长租公寓基层服务人员现行绩效考核方法.............................................20 3.2.2 对基层服务人员的问卷调查分析 .................................................................................22 3.3 基层服务人员绩效管理主要问题分析 ................................................................................23 3.3.1 绩效管理与长租公寓的战略目标关联度低 .................................................................23 3.3.2 绩效考核指标设定不合理 ............................................................................................26 3.3.3 绩效考核的方法和结果流于形式 ................................................................................27 3.3.4 绩效考核时上下级之间缺少必要的沟通 ....................................................................29 第 4 章 CT 管理公司长租公寓基层服务人员绩效管理的优化 ............................................. 32 4.1 优化指导思想与构建流程 ....................................................................................................32 4.1.1 优化指导思想 ................................................................................................................32 4.1.2 构建流程 ........................................................................................................................32 4.2 绩效考核方法 .......................................................................................................................34 4.2.1 明确考核主体和考核周期 ............................................................................................34 4.2.2 基层服务人员关键绩效考核指标的设计方法 ............................................................35 4.2.3 基层服务人员关键行为考核指标的设计方法 ............................................................36 4.2.4 基层服务人员否决项指标设计方法 ............................................................................36 4.3 CT 管理公司长租公寓基层服务人员绩效考核指标的构建................................................37 4.3.1 绩效考核指标提取 ........................................................................................................37 4.3.2 绩效考核指标的权重确定 ............................................................................................38 4.3.3 基层服务人员绩效考核指标 ........................................................................................39 4.3.4 绩效考核的结果确定 ....................................................................................................43 4.4 建立绩效反馈与申诉机制 ....................................................................................................45 4.4.1 绩效反馈过程与内容 ....................................................................................................45 4.4.2 员工绩效申诉与受理 ....................................................................................................46 4.5 反馈结果的应用与优化前后对比分析 ................................................................................484.5.1 反馈结果的应用 ................................................................................................................48 4.5.2 优化前后对比分析 .............................................................................................................50 第 5 章 CT 管理公司长租公寓基层服务人员绩效管理优化方案实施计划与保障措施......... 53 5.1 绩效管理优化方案实施计划 ...............................................................................................53 5.1.1 实施计划程序 .................................................................................................................53 5.1.2 以高管起到推动为主要手段的实施前期准备工作......................................................53 5.2 绩效管理优化方案实施的保障 ...........................................................................................54 5.2.1 组织保障 .........................................................................................................................54 5.2.2 技术保障 .........................................................................................................................55 5.2.3 人员保障 .........................................................................................................................56 第 6 章 结论与展望.............................................................................................................. 58 6.1 研究结论 ................................................................................................................................58 6.2 不足之处及展望 ....................................................................................................................59