随着世界经济全球化的迅速发展，我国企业所面临的竞争也日益激烈，企业 的关注点更多的集中在组织结构及规范化和科学化的企业管理，越发明白注重企 业战略目标和持续发展的重要性。为了能够实现企业的战略发展，企业必须变革 发展模式，改革管理制度，追求产品创新，不断研究和探索科学管理、持续发展 的企业管理方法。平衡计分卡这一成熟的战略管理方法已被广泛运用于现代企业 绩效管理之中。公路运输企业作为我国运输行业的重要领域，也应与时俱进，结 合企业自身的实际经营情况有效运用平衡计分卡进行战略绩效管理，以提升企业 的核心竞争力。 本文以 HCY 客运南站为对象，在梳理了国内外相关研究文献和理论方法的 基础上，较为详尽、系统地对 HCY 客运南站现行绩效考核的方法进行了调查和 分析，特别是对该车站现行绩效考核方法存在的不足进行了深入剖析，提出引入 平衡计分卡绩效考核体系的必要性与可行性。结合基于平衡计分卡的考核体系构 建，本文为 HCY 客运南站绩效考核体系的优化改进提出了方案，即通过分析 HCY 客运南站内外部环境，确定车站的战略目标，进而制订战略地图、确定考 核指标，并运用层次分析法确定各项考核指标的权重。为使新考核体系得以顺利 实施，本文为 HCY 客运南站提出了包括制定清晰的发展战略、完善绩效管理的 组织体系、完善绩效薪酬制度体系、健全信息支持系统、提升全员重视与参与度 等在内的多项配套措施。 本文以 HCY 客运南站为例，基于平衡计分卡对 HCY 客运南站绩效考核体 系进行优化和完善，希望能为我国公路运输企业绩效考核体系的优化与完善提供 一定的借鉴意义。 关 键 词，绩效考核，平衡计分卡，客运站 论文类型，应用研究浙江工业大学硕士学位论文 基于平衡计分卡的 HCY 客运南站绩效管理体系优化研究 II Research on the Optimization of Performance Evaluation System for HCY Passenger Station South Based on Balanced Scorecard ABSTRACT With the rapid development of globalization world economic, China's market and enterprises are facing competition more intensely. Therefore, enterprises focus more on the enterprise organizational structure and management and understand the importance of corporate strategic objectives and sustainable development. In order to achieve the strategic development, enterprises must change the development model, reform the management system, pursuit the product innovation, research and explore scientific management and search sustainable development of enterprise management methods continuously. Balanced Scorecard has been widely used in modern enterprise performance management. As an important field of transportation industry in China, road transport enterprises also should keep pace with the times and use the balanced scorecard strategic performance management combined with the actual situation of enterprises to enhance the core competitiveness of enterprises. This thesis takes HCY Passenger Station South as an example. Firstly, this thesis combs the domestic and foreign literature review and the related theory. Secondly this thesis carries on the description and the analysis of the HCY Passenger Station South’s present performance evaluation system, especially carries on the appraisal to the station present performance evaluation system, summarizes its insufficiency. And this thesis proposes the necessity and feasibility of the performance evaluation system for HCY Passenger Station South based on balanced scorecard. Thirdly, this thesis propose the the Balanced Scorecard performance evaluation system for HCY Passenger Station South. Through the analysis of the internal and external environment of the HCY Passenger Station South, this thesis determines the strategic objectives of the station and station’s strategic map. Then, this thesis determines the浙江工业大学硕士学位论文 基于平衡计分卡的 HCY 客运南站绩效管理体系优化研究 III assessment indicators, uses analytic hierarchy process to determine the weight of performance assessment indicators and build a balanced scorecard performance assessment system for the station. For the implementation of the HCY Station South’s balanced scorecard performance assessment system, this part proposes supporting measures for its effective Implement, including formulating a clear development strategy, perfecting the organizational system of performance management, perfecting the performance compensation system, perfecting the information support system, and enhancing the attention and participation of the whole staff. This thesis optimizes and improves the performance appraisal system of HCY Passenger Station South based on the Balanced Scorecard, hoping to provide some reference for the optimization and improvement of the performance appraisal system of China's highway transport enterprises. KEY WORDS: Performance Evaluation；Balanced Scorecard；Passenger Station TYPE of THESIS: Application Research浙江工业大学硕士学位论文 基于平衡计分卡的 HCY 客运南站绩效管理体系优化研究 IV 目 录 1 绪论......................................................................................................1 1.1 研究背景.........................................................................................................1 1.2 研究目标及意义.............................................................................................2 1.2.1 研究目标...................................................................................................2 1.2.2 研究意义...................................................................................................2 1.3 研究方法与内容安排.....................................................................................3 1.3.1 研究方法...................................................................................................3 1.3.2 技术路线...................................................................................................3 2 绩效考核相关理论与方法综述..........................................................5 2.1 绩效管理相关理论.........................................................................................5 2.1.1 绩效及绩效管理.......................................................................................5 2.1.2 绩效管理的主要内容...............................................................................6 2.2 绩效考核相关理论与方法.............................................................................7 2.2.1 绩效考核的概念.......................................................................................7 2.2.2 绩效考核的主要方法...............................................................................8 2.3 平衡计分卡相关理论与方法.........................................................................9 2.3.1 平衡计分卡的概念及内容.......................................................................9 2.3.2 平衡计分卡的核心.................................................................................10 2.3.3 战略地图.................................................................................................11 2.4 平衡计分卡的应用.........................................................................................12 3 HCY 客运南站绩效考核现状及存在问题分析................................15 3.1 HCY 客运南站基本情况..................................................................................15 3.1.1 HCY 客运南站简介..................................................................................15 3.1.2 HCY 客运南站组织架构..........................................................................16 3.1.3 HCY 客运南站生产经营概况..................................................................16 3.2 HCY 客运南站绩效考核现状分析................................................................17 3.2.1 HCY 客运南站绩效考核的内容..............................................................17 3.2.2 HCY 客运南站绩效考核存在的主要问题及原因..................................18 3.3 基于平衡计分卡改进绩效管理体系的重要性与可行性...........................20 3.3.1 重要性分析...........................................................................................20 3.3.2 可行性分析...........................................................................................21 4 HCY 客运南站新绩效考核体系方案设计........................................23 4.1 战略环境分析...............................................................................................23浙江工业大学硕士学位论文 基于平衡计分卡的 HCY 客运南站绩效管理体系优化研究 V 4.1.1 宏观环境分析.........................................................................................23 4.1.2 行业环境分析.........................................................................................24 4.1.3 SWOT 分析................................................................................................26 4.2 战略地图及战略目标...................................................................................28 4.3 HCY 客运南站绩效考核指标的选取............................................................28 4.3.1 绩效考核指标的选取原则.....................................................................28 4.3.2 绩效考核指标的确定.............................................................................30 4.4 各维度指标权重的确定...............................................................................33 5 HCY 客运南站新绩效考核体系实施的保障措施............................36 5.1 制定清晰的发展战略...................................................................................36 5.2 完善绩效管理的组织体系...........................................................................36 5.3 完善绩效薪酬管理体系...............................................................................37 5.4 健全信息支持系统.......................................................................................38 5.5 全体员工的重视与参与...............................................................................39 6 结论....................................................................................................41 6.1 主要研究结论...............................................................................................41 6.2 研究不足与展望...........................................................................................42