........................................................................................................................... I Abstract ......................................................................................................................II 第 1 章 绪论 .............................................................................................................1 1.1 研究背景 .......................................................................................................1 1.2 研究目的与意义...........................................................................................2 1.2.1 研究目的............................................................................................2 1.2.2 研究意义............................................................................................2 1.3 国内外研究现状...........................................................................................2 1.3.1 国外研究现状 ....................................................................................2 1.3.2 国内研究现状 ....................................................................................4 1.4 研究内容、方法与技术路线........................................................................5 1.4.1 研究内容............................................................................................5 1.4.2 研究方法............................................................................................6 1.4.3 技术路线............................................................................................7 1.5 小结 ..............................................................................................................7 第 2 章 绩效评价的基本概念和理论方法 ...............................................................9 2.1 绩效评价的基本概念 ....................................................................................9 2.2 绩效评价的基本理论 ....................................................................................9 2.2.1 战略管理.............................................................................................9 2.2.2 利益相关者理论 ...............................................................................10 2.2.3 模糊数学理论 ...................................................................................10 2.2.4 激励理论...........................................................................................10 2.3 绩效评价的主要方法 ..................................................................................10 2.3.1 目标管理法.......................................................................................10 2.3.2 关键绩效指标法 ...............................................................................11 2.3.3 360 度考核法 ....................................................................................11 2.3.4 平衡计分卡.......................................................................................11 2.3.5 层次分析法.......................................................................................12 2.4 小结 .............................................................................................................12 第 3 章云海宾馆绩效评价现状分析.........................................................................13 3.1 云海宾馆基本情况 .....................................................................................13 3.1.1 组织结构...........................................................................................13 3.1.2 人员结构...........................................................................................133.2 云海宾馆现行绩效评价现状.......................................................................14 3.2.1 现行绩效评价体系 ...........................................................................14 3.2.2 绩效评价现状调查 ...........................................................................15 3.3 云海宾馆绩效评价问题分析.......................................................................17 3.3.1 绩效评价认知有偏差 .......................................................................17 3.2.2 与战略目标结合不紧密....................................................................17 3.3.3 评价指标设计不科学 .......................................................................17 3.3.4 评价过程员工参与度不高................................................................18 3.3.5 评价主体过于单一 ...........................................................................18 3.3.6 缺乏绩效指导与反馈 .......................................................................18 3.3.7 激励机制有待改进 ...........................................................................19 3.4 小结 .............................................................................................................19 第 4 章云海宾馆绩效评价体系重构.........................................................................20 4.1 构建原则 .....................................................................................................20 4.1.1 突出战略目标 ...................................................................................20 4.1.2 完整性...............................................................................................20 4.1.3 可操作性...........................................................................................20 4.1.4 公平公正...........................................................................................20 4.2 战略分析 .....................................................................................................21 4.2.1 优势分析...........................................................................................21 4.2.2 机会分析...........................................................................................21 4.2.3 劣势分析...........................................................................................21 4.2.4 威胁分析...........................................................................................22 4.3 构建基于 BSC 的绩效评价体系 .................................................................22 4.3.1 构建战略地图 ...................................................................................22 4.3.2 绩效评价指标选择 ...........................................................................23 4.4 绩效评价指标权重的确定 ..........................................................................24 4.5 小结 .............................................................................................................25 第 5 章 云海宾馆绩效评价实施及建议...................................................................26 5. 1 绩效评价的实施........................................................................................26 5.1.1 评价流程设计 ...................................................................................26 5.1.2 考核周期...........................................................................................26 5.1.3 绩效评价培训、沟通与反馈............................................................28 5.1.4 绩效评价结果应用 ...........................................................................28 5. 2 绩效评价实施保障措施 ............................................................................285.2.1 树立科学绩效评价理念...................................................................28 5.2.2 发挥战略目标引导作用...................................................................29 5.2.3 加强绩效评价培训 ...........................................................................29 5.2.4 完善绩效评价制度建设....................................................................29 5.2.5 建立宾馆绩效文化 ...........................................................................30 5.2.6 加快绩效评价信息化建设................................................................30 5. 3 小结 ...........................................................................................................30 结论...........................................................................................................................31