JL 市烟草分公司客户经理绩效管理方案设计 本文主要研究了 JL 市烟草分公司客户经理绩效管理的方式方法，并针对不足提出 改进措施。文中主要采用文献法、案例分析法以及理论分析法作为研究方法，分为六 个部分进行研究。 第一部分为绪论，主要交代了研究背景、研究意义、国内外研究现状以及本文的 研究目标与研究方法，对于全文来讲，只有了解写作背景和意义，才能够通晓本文写 作的原因，为下文的研究进行必要的铺垫。 第二部分为员工绩效管理基本理论的概述部分。员工绩效管理是人力资源管理中 的一个非常普遍的概念，而绩效管理通常与绩效考核密不可分，很多企业的绩效管理 实际上就是绩效考核，但实际上不然，绩效考核只是作为绩效管理的一个重要方面存 在，绩效管理包括绩效计划、考核、反馈和管理等四大主要部分。第二章部分主要交 代了员工绩效和员工绩效管理的基本概念，员工绩效管理包括员工绩效计划制定与绩 效指标的确立，绩效考核以及绩效反馈与改进等过程，其中绩效考核是绩效管理的核 心环节，而其他环节同样是必不可少的，有效的绩效管理就是各个环节的整合，当我 们研究本章内容之后就会对绩效管理的理论有一个全新的认识，也会将绩效管理与绩 效考核区分开来，事实上本章内容是为全文的案例分析打下基础，下文中不管是客户 经理绩效管理现状、问题还是在对策等方面都会紧紧围绕绩效管理计划、考核、反馈 与管理等四个内容来展开研究，所以说这一章内容是全文案例分析的基础和前提。 第三部分，JL 市烟草分公司客户经理绩效管理现状分析。这一部分主要介绍了 JL 市烟草分公司企业发展历程，员工状况以及客户经理与客户的基本情况。JL 市烟草分 公司客户经理业务内容主要包括产品销售、客户关系维护、团队管理以及提出产品改 进意见等。JL 市烟草分公司在客户经理绩效管理中具有绩效计划制定与绩效考核、绩 效反馈效果突出的优势，同时存在绩效改进重视不足的问题，这导致其绩效管理中具 有很好的成绩，也存在一定的缺陷，最后本章节从第二章理论内容的四大层面，客户 经理的绩效考核计划、考核、反馈与管理等四项内容来提出 JL 市烟草分公司客户经理 绩效管理的现状以及存在一些较为严重的问题。 第四部分，JL 市烟草分公司客户经理绩效管理方案设计。针对第三章的客户管理II 缺陷，这一章主要从明确客户经理绩效管理方案设计的思路，坚持绩效管理方案设计 原则等方面提出绩效管理改革的具体方案，包括结合工作分析与岗位分析的绩效计划 与绩效指标构建、多种绩效考核方法的运用、加强绩效反馈后的培训以促进绩效改进 以及绩效管理环节整合等多个内容，最后还从JL市烟草分公司客户经理绩效管理计划、 考核、反馈和管理等四个方向来解决该公司客户经理绩效管理方面存在的不足与问题， 并提出了一些可行的计划和建议，为客户经理绩效管理的完善提供参考借鉴。 第五部分，JL 市烟草分公司客户经理绩效管理方案实施保障。绩效管理方案的实 施，需要以开放开明思想、以需为本思想作为思想保证，以构建有效的长期客户经理 激励机制和实现客户经理激励体系的多元化作为绩效管理组织保障，以加强绩效管理 中信息技术的应用、加强教育培训作为绩效管理技术保障，以完善企业绩效考核指标、 建立良好的考核申诉机制等作为绩效考核系统保障，只有多方面的共同保障下，才能 确保绩效管理方案的有效实施。 第六部分，研究结论与展望。对本文进行一个全文性的总结，并且对未来展望进 行归纳，为全文的结束做良好的诠释。 关键词： 客户经理，绩效管理，绩效考核，绩效改进III Abstract Design of Performance Management Scheme for Customer Manager in JL City Tobacco Branch Company This paper mainly studied the JL tobacco city branch account manager performance management methods, and in view of the lack of improvement measures are put forward. This paper mainly adopts the literature method, case analysis and theory analysis as research method, study is divided into six parts. The first part is introduction, mainly narrates the research background, research significance, research status at home and abroad and the research goal and the research methods of this article, for the full text, only understand the writing background and significance, to understand the reason of this writing, necessary for the research of below ground. The second part is the overview part of staff performance management basic theory. Employee performance management is a very common concept in human resources management, performance management and performance appraisal are inseparable, often a lot of enterprise performance management is, in fact, performance appraisal, but actually otherwise, the performance review just as an important aspect of performance management, performance management, including performance planning, evaluation, feedback and management, and other four major parts. Part in the second chapter mainly narrates the basic concept of employee performance and employee performance management, employee performance management including employee performance plans and the establishment of performance indicators, performance appraisal and performance feedback and improvement process, in which performance appraisal is the core of performance management, and other links are also indispensable, effective performance management is the integration of each link, when we study content of this chapter is the theory of performance management to a new understanding, will distinguish the performance management and performance appraisal, in fact the content of this chapter is for the full case analysis foundation, below the customer manager performance management present situation, problems and countermeasures in tightly around a performance management plan, evaluation, feedback and management four content to study, so this chapter content is the basis and prerequisite for the full case analysis.IV The third part, JL tobacco city branch account manager performance management present situation analysis. This part mainly introduces the JL tobacco city branch enterprise development, employee and customer manager and the customer's basic situation. JL tobacco city branch account manager business content mainly includes the product sales, customer relationship maintenance, team management, and puts forward the product improvements, etc. JL tobacco city branch has performance in customer manager performance management planning and performance assessment, performance feedback effect of outstanding advantages, has the problem of insufficient performance improvement value at the same time, this leads to the performance management has the very good achievement, also has certain defects, and finally this chapter from the four aspects of content, the second chapter theory account manager performance evaluation plan, evaluation, feedback and management to put forward four content JL tobacco city branch account manager performance management present situation and the existence of some serious problems. The fourth part, JL tobacco city branch account manager performance management scheme design. In view of the customer management defects of the third chapter, this chapter mainly from the clear customer manager performance management program design ideas, adhere to the principle of performance management plan put forward the concrete scheme of performance management reform, including the combination of job analysis and post analysis performance plan and performance indicators to build, the use of various performance appraisal methods, strengthening the training after the performance feedback to promote the integration of performance improvement and performance management link, and other content, finally from JL tobacco city branch account manager performance management plan, evaluation, feedback and management, and other four directions to solve the company customer manager performance management aspects of the deficiencies and problems, and puts forward some feasible plans and Suggestions, provide a reference for the improvement of the customer manager performance management for reference. The fifth part, JL tobacco city branch account manager performance management plan implementation safeguard. The implementation of the performance management plan, need to open a liberal thought, based on need to be thought as the ideological guarantee, to build effective long-term customer manager incentive mechanism and realize the diversity of customer manager incentive system as guarantee, performance management organization to strengthen the performance management in the application of information technology,V strengthening security education training as a performance management technology, to improve the enterprise performance evaluation index, the appeal system, establish a good assessment as a performance appraisal system such as security, only under a variety of common security, to ensure the effective implementation of the performance management scheme. The sixth part, research conclusion and prospect. For a full text summary, in this paper, we summarized and prospect for the future, do good for the end of the full text interpretation. Keywords: Account Manager , Performance management, Performance appraisal, Performance ImprovementVII 目 录 第 1 章 绪论1 1.1 研究背景与意义..1 1.2 国内外研究现状..2 1.3 研究目的与内容..4 1.4 研究思路与方法..5 第 2 章 员工绩效管理基本理论的概述....6 2.1 员工绩效和员工绩效管理的基本概念 .6 2.2 员工绩效计划与绩效指标....7 2.3 员工绩效考核及方法....10 2.4 员工绩效反馈与改进....12 2.5 员工绩效管理各环节整合..13 第 3 章 JL 市烟草分公司客户经理绩效管理现状的分析 ..14 3.1 公司基本概况....14 3.2 公司客户经理业务内容15 3.3 公司客户经理绩效管理状况....18 第 4 章 JL 市烟草分公司客户经理绩效管理方案的设计 ..24 4.1 公司客户经理业务工作的分析24 4.2 公司客户经理绩效管理方案设计的思路和原则 .26 4.3 公司客户经理绩效管理方案设计的主要内容 .....26 第 5 章 JL 市烟草分公司客户经理绩效管理方案实施的保障 32 5.1 思想保障32 5.2 组织保障32 5.3 技术保障34VIII 5.4 系统保障35 第 6 章 研究结论与展望..36 6.1 研究结论36 6.2 研究展望37