员工绩效管理是现代人力资源管理的核心内容之一，对提升企业的核心竞争力具 有重要的意义和作用。绩效管理在国外银行业的发展和应用已较为成熟，国内银行业 虽也已经引入绩效管理，且近几年经过大力推广已取得了一定成效，但目前基础仍然 较为薄弱，存在不少问题，尤其是针对银行中后台部门员工绩效管理的研究并不完善， 不利于中后台部门员工的激励和银行发展目标的实现。本文通过分析 A 银行苏州分 行目前在实施中后台部门员工绩效管理过程中存在的问题及原因，对现有绩效管理方 案进行优化，提出相关改进建议，以期能对该行改善中后台部门员工绩效管理提供帮 助，有效实现对中后台部门员工的考核与激励，推进分行快速稳健的发展，最终实现 分行倡导的“人与业务共同发展”的目标。同时，鉴于该行在同业中实施绩效管理相 对较早、经验相对丰富，通过对该行绩效管理实践的研究，对当地其他银行推进绩效 管理项目也将具有一定的借鉴意义。 关键词，中后台部门 员工 绩效管理 作 者，陈慧轶 指导老师，张腊娥II The Research about Performance Management Improvement of Middle and Back Departments Employees in Suzhou Branch of Bank A Abstract Performance management is the essential part of modern human resource management, it has turned out to be very important for the enterprise to improve its core competitiveness. It has developed mature in foreign banks. Although it also has been brought into appliance in domestic banks, and there have been some effects through the promotion in the last few years, it still has a weak basis and there are a lot of problems existing, especially concerning about the research of middle and back department employees, which will do harm to stimulate the employees and achieve the goals of the bank. In this text, I will try to analyze the problems and reasons existing in the performance management of middle and back department employees, give some advice to improve the management strategy. By doing this, I hope there will be some help to inspire the employees, promote the development of the bank, and achieve the target of mutual development of both the employees and the enterprise eventually. At the meantime, as Suzhou branch of bank A carried out performance management earlier than the others in local banks and had much experience, the research will have some referential value for the other banks. Key words: middle and back departments, employee, performance management Written by: Chen Huiyi Supervised by: Zhang Lae目 录 第一章 绪 论 ...................................................................................................................1 1.1 研究背景 ......................................................................................................................1 1.2 研究内容、目的及意义 ..............................................................................................2 1.3 报告研究方法及研究思路 ..........................................................................................2 1.4 可能的创新与不足 ......................................................................................................3 第二章 理论综述及国内外相关研究综述.......................................................................4 2.1 相关概念 ......................................................................................................................4 2.1.1 绩效........................................................................................................................4 2.1.2 绩效管理................................................................................................................4 2.1.3 绩效考核与绩效管理的关系 .................................................................................5 2.2 绩效管理理论及方法 ..................................................................................................6 2.2.1 目标管理（MBO） ..............................................................................................6 2.2.2 平衡计分卡（BSC） ............................................................................................7 2.2.3 关键绩效指标（KPI） .........................................................................................7 2.2.4 标杆管理................................................................................................................7 2.3 绩效管理的基本流程 ..................................................................................................7 2.4 国外商业银行员工绩效管理研究 ..............................................................................9 2.5 国内商业银行员工绩效管理研究 ............................................................................10 2.6 国外商业银行员工绩效管理实践介绍 ....................................................................11 2.6.1 美国银行..............................................................................................................11 2.6.2 花旗银行..............................................................................................................12 2.6.3 汇丰银行..............................................................................................................13 第三章 A 银行苏州分行中后台部门员工绩效管理现状分析.....................................14 3.1A 银行苏州分行基本情况 .........................................................................................14 3.1.1A 银行苏州分行简介...........................................................................................14 3.1.2A 银行苏州分行中后台员工岗位特点分析.......................................................143.2 A 银行苏州分行员工绩效管理方案介绍 ................................................................15 3.2.1 绩效管理的基本制度.........................................................................................15 3.2.2 绩效管理的基本流程.........................................................................................16 3.3 A 银行苏州分行推进绩效管理采取的措施...............................................................19 3.4 A 银行苏州分行中后台部门员工绩效管理存在的问题及原因................................19 第四章 A 银行苏州分行中后台部门员工绩效管理方案优化建议.............................24 4.1 绩效管理方案优化目标及制定思路 ..........................................................................24 4.2 绩效管理优化方案具体构成及实施步骤...................................................................25 4.2.1 绩效计划的制定与分解......................................................................................25 4.2.2 绩效实施与辅导..................................................................................................32 4.2.3 绩效考核与反馈..................................................................................................33 4.2.4 绩效考核结果应用与改进..................................................................................36 第五章 绩效管理优化方案实现的保障措施.................................................................37 第六章 主要观点和结论 .................................................................................................39