自 20 世纪 80 年代以来，经济全球化的步伐越来越快，市场竞争日趋激烈，企 业对员工工作的主动性和创造性的依赖越来越重，企业间的竞争已经逐渐演化为人 力资源的竞争。企业将采取怎样的绩效考核模式，以最大限度来调动员工的积极性， 实现其战略目标，成为企业管理中的战略性问题。 YF 矿业集团公司是一家以矿业资源销售为主的私营企业，创立于 2000 年，发 展至今已有 2000 余人。但目前 YF 矿业集团公司发展遇到了瓶颈，人力资源管理机 制和绩效考核体系出现了问题，销售部问题尤为突出，影响了部门的高效率运转。 本文的研究工作包括以下内容：首先向全体销售部工作人员发放了调查问卷。 通过分析调查结果，共总结出绩效考核体系运行中的 3 个层面 5 个问题，其中：在 员工层面发现员工参与意识低、对绩效考核人员信任度不够的问题；在管理者层面 发现管理层和员工平等交流的机会少的问题；在企业层面发现公司对员工绩效考核 不全面、绩效制度执行不到位的问题。 根据发现的这些问题，文章提出针对性的措施对销售部绩效考核体系进行优化， 首先明确企业的战略目标以及 KPI，其次结合销售部部门工作目标以及工作性质， 运用平衡计分卡（BSC）的方法分解得出销售部部门级 KPI，再将销售部 KPI 从工 作业绩、工作能力、工作态度三个角度分解得出员工级关键绩效考核指标，建立员 工级关键绩效考核指标库。从而得到销售部前线销售人员关键绩效考核指标和内勤 保障人员关键绩效考核指标，使用层次分析法计算各层次指标的权重，设定定量的 评价标准和定性的评价标准，设置绩效考核的周期、主体和流程，最后提出保障措 施优化构建销售部绩效考核体系。 关键词：YF 矿业集团公司；绩效考核；平衡计分卡；关键绩效指标内蒙古工业大学硕士学位论文 II Abstract Since the 1980s, the pace of economic globalization has become faster and faster, the market competition has become increasingly fierce, the enterprises rely more and more on the initiative and creativity of employees'work, and the competition among enterprises has gradually evolved into the competition of human resources. What kind of performance appraisal mode the enterprise will adopt to mobilize the enthusiasm of employees to the maximum extent and achieve its strategic objectives has become a strategic issue in enterprise management. YF Mining Group Co., Ltd. is a private enterprise which mainly sells mining resources. It was founded in 2000 and has more than 2000 people. However, the development of YF Mining Group Company has encountered bottlenecks, human resources management mechanism and performance appraisal system have problems, Sales Department problems are particularly prominent, affecting the efficient operation of the department. The research work of this paper includes the following contents: Firstly, a questionnaire was sent out to all sales staff. Through the analysis of the results of the survey, five problems are summed up in three levels in the operation of the performance appraisal system, including: low awareness of employee participation and lack of trust in performance appraisers at the employee level; lack of equal communication opportunities between managers and employees at the managerial level; incomplete performance appraisal and persistent performance system at the enterprise level. The problem of inadequate performance. According to these problems, the article puts forward targeted measures to optimize the performance appraisal system of sales department. Firstly, it defines the strategic objectives and KPI of the enterprise. Secondly, it decomposes the KPI of sales department by using the method of Balanced Scorecard scorecard combined with the working objectives and nature of sales department. Then it decomposes the KPI of Sales Department from its performance, working ability and working attitude. The key performance appraisal indicators at the employee level are decomposed from three perspectives, and a database of key performance appraisal indicators at the employee level is established. The key performance appraisal indicators of front-line salesmen and the key performance appraisal indicators of internal support personnel are obtained. The内蒙古工业大学硕士学位论文 III weight of each level of indicators is calculated by analytic hierarchy process. Quantitative and qualitative evaluation criteria are set up. The cycle, main body and process of performance appraisal are set up. Finally, safeguard measures are put forward to optimize and construct the performance appraisal system of sales department. KEY WORDS：YF Mining Group Company；performance Appraisal； balanced Scorecard;；key performance Indexes内蒙古工业大学硕士学位论文 IV 目 录 摘要....................................................................................................................................I Abstract..............................................................................................................................II 第一章 绪论..........................................................................................................................1 1.1 研究背景................................................................................................................1 1.2 研究目的................................................................................................................2 1.3 研究意义................................................................................................................2 1.4 研究思路................................................................................................................2 1.4.1 研究方法....................................................................................................2 1.4.2 研究思路....................................................................................................3 1.5 绩效考核应用现状................................................................................................4 1.5.1 国外研究现状............................................................................................4 1.5.2 国内研究现状............................................................................................5 第二章 绩效考核理论概述..................................................................................................7 2.1 绩效的概念.............................................................................................................7 2.2 绩效分类.................................................................................................................7 2.3 绩效考核方法.........................................................................................................7 2.4 目标设置理论.........................................................................................................9 2.5 期望理论..............................................................................................................10 第三章 YF 矿业集团公司销售部绩效考核现状分析.......................................................11 3.1 YF 矿业集团公司简介.........................................................................................11 3.1.1 公司发展简介...........................................................................................11 3.1.2 公司组织架构...........................................................................................11 3.1.3 销售部岗位设置及人力资源状况...........................................................12 3.2 销售部绩效考核现状..........................................................................................14 3.2.1 考核对象、频率及内容...........................................................................14 3.2.2 考核结果的应用与反馈...........................................................................16 3.3 存在问题及原因分析..........................................................................................17 3.3.1 销售部绩效考核问题调查......................................................................17 3.3.2 存在的主要问题.......................................................................................20 3.3.3 原因分析..................................................................................................21 第四章 YF 矿业集团公司销售部绩效考核优化...............................................................23内蒙古工业大学硕士学位论文 V 4.1 绩效考核优化的目标与原则..............................................................................23 4.1.1 绩效考核优化的目标...............................................................................23 4.1.2 绩效考核优化的原则..............................................................................23 4.2 绩效考核优化的设计思路..................................................................................24 4.2.1 关键优化步骤设定...................................................................................24 4.2.2 设定绩效考核体系优化流程..................................................................25 4.3 绩效考核指标的优化设计..................................................................................26 4.3.1 确定公司的战略目标..............................................................................26 4.3.2 确定企业级 KPI.......................................................................................27 4.3.3 确定销售部 KPI.......................................................................................29 4.3.4 确定销售部员工 KPI...............................................................................30 4.3.5 销售部员工关键绩效指标权重设计.......................................................35 4.4 设定评价标准......................................................................................................39 第五章 优化效果评估........................................................................................................42 5.1 优化前后绩效考核结果对比..............................................................................42 5.2 优化前后绩效考核体系对比分析......................................................................44 第六章 保障措施................................................................................................................46 6.1 设计实施绩效考核流程......................................................................................46 6.2 明确绩效考核主体...............................................................................................46 6.3 确定绩效考核周期..............................................................................................47 6.4 规范绩效评估结果..............................................................................................47 6.5 组织绩效反馈面谈..............................................................................................48 6.6 运用绩效考核成果..............................................................................................48 6.7 制定实施保障.......................................................................................................49 6.7.1 组织保障...................................................................................................49 6.7.2 人员保障...................................................................................................50 6.7.3 制度保障...................................................................................................50 结论与展望..........................................................................................................................52 1.研究结论..................................................................................................................52 2.研究展望..................................................................................................................52