- I - M 公司绩效管理体系改进方案 摘要 在经济全球化时代，企业希望单靠硬件设施优势在市场中领先 已经是不可能的梦想。如果企业想要进一步的发展，只能向管理要 效益。企业的命脉是绩效的管理，很多学者认为管理工作是由人来 完成的，所以，科学的绩效管理体系就能起到很大的作用。M公司 总部和各分公司设有人力资源部，也制定了绩效考核表，并规定了 绩效考核结果相应的奖励制度，但是由于缺乏系统的绩效管理体系， 导致考核指标极度单调，员工一切行为“朝钱看”，唯“利”是图必将导 致企业凝聚力急剧下降，人心涣散，工作态度恶劣，效率极低，销 量降低，经销商投诉不断，顾客满意度下降，市场占有率萎缩，利 润下降，经营状况不佳，最终反映为绩效工资下降。工资下降进而 导致工作积极性大打折扣，陷入恶性循环的怪圈。 本共分为六章，前两章为绪论及绩效管理相关理论概述， 第六章为结论及展望。主要内容集中在第三章到第五章。第三章对 M公司的背景以及人力资源状况以做了详细介绍，对于原有的绩效 管理系统从绩效计划，绩效考核和绩效反馈三个方面逐一进行了描 述。利用问卷调查法和访谈法对原有绩效管理体系现状进行了 全面的调查分析，诊断出M公司在绩效管理中存在的问题，之后结 合现代绩效管理的基本理论和核心思想，针对这些问题进行全面、摘要 - II - 系统的研究分析最后提出相关的原因，所有这些都为之后研究及制 定新的绩效管理方案进行了铺垫；第四章阐述了新的绩效管理 系统的改进过程，结合第三章分析所得的问题及原因，从绩效计划， 绩效实施及绩效反馈三方面分别介绍了各个步骤的改进方案，其中 文章重点阐述了绩效考核指标设计思路，在原有的关键绩效指标法 分析的基础上，引入了平衡计分卡法和目标管理法，针对公司各个 部门的实际营运情况，将公司的战略目标分解到各个岗位，得出更 加合理有效的绩效考核指标。文章的第五章介绍了新的绩效管理体 系在M公司进行实施时各个环节公司所需要做的相应调整，设立绩 效考核管理小组同时建立ERP系统，并且调整绩效考核实施具体流程， 采用360度反馈法进行全面考核。最后提出绩效考核方式方法及反馈 结果如何应用到管理当中，以期取得良好的实施效果，提高工作绩 效也增强有效的控制和管理。 关键词 绩效管理体系 再设计 KPI 360度反馈Abstract - III - THE RESEARCH AND REDESIGN OF M COMPANY'S PERFORMANCE MANAGEMENT SYSTEM ABSTRACT In this era of globalization prevailing, enterprises can hardly ever gain any advantages because of their hardware or facilities; therefore they have to put their hope on management. It is undeniable that management is science or art about managing people, which means the management of performance of employees is vital to the management and the prosperity of the company. As a result, an efficient performance management system is considered pivotal in a company. Currently, the performance management still stays at the stage of performance appraisal; although there is a HR department, it only targets at the measuring the performance of employees, especially those in the sales and marketing departments. Other departments are also measured by their contribution to the sales. as a result of the lack of a sophisticated system of performance management, the criteria in the performance appraisal are very biased，which causes the whole staff money-oriented, demolishes the team spirit, leads to bad working attitude and low working efficiency, decreases the sales, customers' satisfaction and profits, and finally results in the reduction of staff's performance salary. The decrease of the salary engenders the low enthusiasm among employees and put the company's performance in a vicious circle. In this paper, the background of M company and the current situation of its HR management are presented in detail and a detailed analysis and diagnosis of its performance management are also included, both of which are essential for the following improvement proposals. The following part of the paper focuses on the process how to redesign the new performance management system. This part of the essay focuses on two parts: the redesign of the target system and the redesign of the process system. At last, a description of how the new system is carried out in M company is introduced. The content in this chapter, according to the previous two chapters, mainly includes what should be adopted in the carrying-out process to accommodate the new system. Ni Hengxing (MBA) Supervised by Liu Changkui KEYWORDS Performance management system Re-design Key performance indicator 360 Degree Feedbac k目录 - V - 目录 第 1 章 绪 论....................................................... 1 1.1 研究的目的及意义 ......................................................................................................... 1 1.2 国内外研究成果 ............................................................................................................. 2 1.2.1 国外绩效管理的研究成果 .......................................................................................... 2 1.2.2 国内绩效管理的研究成果 .......................................................................................... 4 1.3 框架及研究方法 ..................................................................................................... 5 1.3.1 框架 ...................................................................................................................... 5 1.3.2 研究方法 ...................................................................................................................... 6 1.3.3 技术路线 ....................................................................................................................... 6 第 2 章 绩效管理相关理论概述........................................ 7 2.1 绩效管理理论 ................................................................................................................. 7 2.2 绩效管理过程体系的构成 ............................................................................................. 8 2.2.1 绩效计划 ...................................................................................................................... 9 2.2.2 绩效实施 .................................................................................................................... 11 2.2.3 绩效考核 .................................................................................................................... 12 2.2.4 绩效反馈面谈 ............................................................................................................ 13 第 3 章 M 公司绩效管理的现状及存在问题研究 ........................ 14 3.1 M 公司企业简介及组织结构 ....................................................................................... 14 3.1.1 企业背景 .................................................................................................................... 14 3.1.2 组织结构 .................................................................................................................... 14 3.1.3 人力资源状况 ............................................................................................................ 15 3.2 M 公司绩效管理的现状 ............................................................................................... 15 3.2.1 绩效计划 .................................................................................................................... 16 3.2.2 绩效考核 .................................................................................................................... 16 3.2.3 绩效结果 .................................................................................................................... 18 3.3 现有问题及原因分析 ................................................................................................... 19 3.3.1 诊断调研 .................................................................................................................... 20 3.3.2 问题总结及原因分析 ................................................................................................ 22 第 4 章 M 公司绩效管理体系的再设计 ................................ 26 4.1 绩效管理及考核方法再设计 ....................................................................................... 26 4.2 绩效计划再设计 ........................................................................................................... 27 4.2.1 岗位目标制定 ............................................................................................................ 27 4.2.2 绩效指标制定 ............................................................................................................ 28 4.2.3 绩效计划书制定 ........................................................................................................ 31 4.3 绩效实施再设计 ........................................................................................................... 32 4.3.1 绩效实施准备再设计 ................................................................................................ 32 4.3.2 绩效实施再设计 ........................................................................................................ 32 4.4 绩效考核及反馈再设计 ............................................................................................... 34 目录 - VI - 4.4.1 绩效考核再设计 ........................................................................................................ 34 4.4.2 绩效反馈的再设计 .................................................................................................... 34 第 5 章 M 公司绩效管理体系的实施及保障 ............................ 35 5.1 绩效计划 ....................................................................................................................... 35 5.1.1 调整绩效管理组织 .................................................................................................... 35 5.1.2 信息支持系统的建立 ................................................................................................ 35 5.2 绩效实施 ....................................................................................................................... 36 5.2.1 绩效培训 .................................................................................................................... 36 5.2.2 绩效沟通 .................................................................................................................... 36 5.2.3 绩效信息收集 ............................................................................................................ 37 5.3 绩效考核 ....................................................................................................................... 38 5.3.1 改进后的考核操作流程 ............................................................................................ 38 5.3.2 考核过程描述 ............................................................................................................ 38 5.4 绩效反馈和结果的应用 ............................................................................................... 39 5.4.1 绩效反馈 .................................................................................................................... 39 5.4.2 结果应用 .................................................................................................................... 39 第 6 章 结论与展望................................................. 40 6.1 结论 ............................................................................................................................... 40 6.2 局限性和展望 ............................................................................................................... 40