I 摘要 商业仓储和物流运输业近年来获得了快速发展，在新技术应用快速普及，市场对该 行业提出了更高要求的背景下，这些企业本身管理水平的快速提升，服务质量的持续提 高成为当务之急。而对仓储物流企业一线员工的考核与激励就显得尤为重要。如何更好 的发挥员工在各自岗位的作用，提高员工的工作效率，营造良好的工作环境和企业文化， 是企业管理者在经营之外首先要考虑的问题。 在此背景之下，本文首先对物流业以及仓储行业近年来的发展历程进行回顾，随后 对绩效考核；绩效考核的过程与要求；绩效考核的常用方法如文献分析法、调查问卷及 访谈法、KPI 关键绩效指标法、平衡记分卡，360°绩效反馈法等常用方法的基本概念 进行了阐释和说明并对近年来国内外的研究资料进行归纳总结，使文章有了主要的框 架；接下来以 SC 公司一线员工为研究对象，通过调查问卷和访谈法，分析其绩效考核 活动中出现的问题；在此基础之上运用一系列方法，解决 SC 绩效考核活动中出现的问 题，研究出适应 SC 企业一线员工的绩效考核实施方案。最后，在此方案的基础之上， 对绩效考核实际操作中遇到的问题提出合理化建议。通过本文的研究，希望能为 SC 公 司及同类型的企业日常绩效考核提供合理地、可操作地方案，并从实践角度推动相关理 论的发展。 关键词，我国国有企业，一线员工，绩效考核，方案设计研究西北大学硕士学位论文 II Abstract The commercial warehousing and logistics transportation industry has achieved rapid development in recent years. Under the background that the application of new technologies is rapidly spreading and the market puts forward higher requirements for the industry, the rapid improvement of the management level of these enterprises and the continuous improvement of service quality have become a top priority. It is especially important to assess and motivate front-line employees in warehousing and logistics enterprises. How to give better play to the role of employees in their respective positions, improve the efficiency of employees, and create a good working environment and corporate culture are the first issues that business managers must consider outside of their operations. In this context, this paper first reviews the development history of the logistics industry and the warehousing industry in recent years, followed by performance appraisal; the process and requirements of performance appraisal; common methods of performance appraisal such as literature analysis, questionnaires and interviews, The basic concepts of KPI key performance indicator method, balanced scorecard, 360° performance feedback method and other common methods are explained and explained, and the research materials at home and abroad in recent years are summarized and summarized, so that the article has the main framework; Theirst-line employees of SC are the research objects, and analyze the problems in the performance appraisal activities through questionnaires and interviews. On this basis, a series of methods are used to solve the problems in the SC performance appraisal activities, and the SC enterprises are adapted. Implementation plan for performance appraisal of frontline employees. Finally, on the basis of this program, reasonable suggestions are put forward for the problems encountered in the actual operation of performance appraisal. Through the research in this paper, we hope to provide reasonable and operable solutions for the daily performance appraisal of SC companies and the same type of enterprises, and promote the development of relevant theories from a practical perspective Key Words : China's state-owned enterprises, warehousing and logistics industry, performance appraisal reform, program design research目 录 III 目 录 摘要...................................................................................................................................I ABSTRACT ...................................................................................................................... II 目 录................................................................................................................................III 第一章 绪论......................................................................................................................1 1.1 研究背景和意义 ......................................................................................................1 1.1.1 研究背景 ...........................................................................................................1 1.1.2 研究意义 ...........................................................................................................3 1.2 研究思路与方法 ......................................................................................................3 1.2.1 研究思路 ...........................................................................................................3 1.2.2 研究方法 ...........................................................................................................4 1.3 研究内容与框架 ......................................................................................................4 1.3.1 研究内容 ...........................................................................................................4 1.3.2 研究框架 ...........................................................................................................4 1.4 本文的贡献 ..............................................................................................................5 第二章 理论基础与文献回顾..........................................................................................6 2.1 概念界定 ..................................................................................................................6 2.1.1 仓储物流业 .......................................................................................................6 2.1.2 一线员工与仓储物流企业一线员工 ...............................................................6 2.2 绩效和绩效考核 ......................................................................................................6 2.2.1 绩效考核的内涵 ...............................................................................................7 2.2.2 绩效考核的目的 ...............................................................................................8 2.3 绩效考核的过程与要求 ..........................................................................................8 2.3.1 绩效考核的控制与要求 ...................................................................................8 2.3.2 绩效考核评估与要求 .......................................................................................8 2.3.3 绩效考核反馈与要求 .......................................................................................8 2.4 绩效考核常用方法及应用 ......................................................................................9 2.4.1 调查问卷及访谈法 ...........................................................................................9西北大学硕士学位论文 IV 2.4.2 KPI 关键指标法 ............................................................................................. 10 2.4.3 平衡计分卡（BSC） ..................................................................................... 10 2.4.4 360 度绩效考核法.......................................................................................... 10 2.5 中国及国外关于绩效考察评价相关文献的综述.................................................11 第三章 SC 公司一线员工现有绩效考核现状及考核问题.......................................... 13 3.1 公司基本情况........................................................................................................ 13 3.1.1 公司简介......................................................................................................... 13 3.1.2 公司主营业务................................................................................................. 13 3.1.3 公司组织架构................................................................................................. 16 3.1.4 公司一线员工介绍......................................................................................... 17 3.2 关于 SC 公司一线工作人员绩效考核的调查问卷............................................. 18 3.2.1 问卷设计......................................................................................................... 18 3.2.2 问卷的发放与回收......................................................................................... 18 3.2.3 调查结果归纳总结......................................................................................... 19 3.3 考核中存在的问题及成因分析............................................................................ 20 3.3.1 考核中存在的问题......................................................................................... 20 3.3.2 考核中存在问题的成因分析......................................................................... 22 第四章 SC 公司一线员工绩效考核方案设计.............................................................. 25 4.1 绩效考核方案设计的基本原则和目标................................................................ 25 4.1.1 方案设计基本原则......................................................................................... 25 4.1.2 方案设计基本目标......................................................................................... 26 4.2 SC 公司一线工作人员绩效考核方案设计的具体措施 ...................................... 27 4.2.1 基于平衡记分卡分解 SC 公司绩效考核目标.............................................. 27 4.2.2 重新制定 SC 公司一线员工绩效考核指标.................................................. 29 4.2.3 确定合理的绩效考核指标权重..................................................................... 31 4.3 绩效考核组织及实施............................................................................................ 32 4.3.1 明确绩效考核主体，设置专门的绩效考核小组......................................... 32 4.3.2 缩短绩效考核周期......................................................................................... 35 4.3.3 增加绩效考核评价......................................................................................... 35 4.4 增加绩效反馈与沟通环节.................................................................................... 35目 录 V 4.4.1 建立绩效沟通与面谈制度 .............................................................................35 4.4.2 建立员工申诉平台 .........................................................................................37 第五章 SC 公司一线员工绩效考核体系实施的条件保障..........................................39 5.1 提高领导及一线员工自身的重视程度 ................................................................39 5.2 开展对一线员工人力资源绩效模块的培训 ........................................................39 5.3 营造良好的绩效考核工作环境 ............................................................................40 5.4 完善一线员工招聘制度，拓宽招聘渠道............................................................40 第六章 结论..................................................................................................................41 6.1 结论 ........................................................................................................................41 6.2 有待解决的问题 ....................................................................................................41