I 摘要 随着我国经济的快速发展和市场的对外开放，国内快递公司和跨国物流公司的业 务量迅速增加，面对激烈的市场竞争，邮政企业的绩效管理将直接关系到企业自身的 市场占有率和发展，绩效管理已经成为了邮政企业管理者工作的重要部分，但目前邮 政企业某些基层部门的绩效管理还相对落后。 本人所在的 ZZ 市邮政局市内分拣局基层员工管理沿袭传统落后的“大锅饭”制度， 在绩效管理上几乎还是空白。同工同酬模式，员工缺乏工作积极性和主动性，工作态 度懒散，整体工作效率低下，外聘临时分拣员过多，分拣质量不高，企业成本高效率 低；考评单一且缺乏依据和标准，仅凭管理者主观印象，考评结果不真实，不能令人 信服；优秀人才没有合理的晋升通道，人才流失严重；管理无章可循，管理者与员工 关系紧张，企业失去内在活力，严重影响到企业发展。本文梳理了 ZZ 市邮政局市内 分拣局基层员工绩效管理现状，分析了 ZZ 市邮政局市内分拣局基层员工的绩效管理 目前存在的问题及原因，并针对目前企业存在的问题，以绩效管理的流程与技术方法 为主线，采用关键绩效指标法和 360 绩效评估法结合的考核方法，设计出符合企业发 展和基层员工利益的绩效管理方案，让企业和员工共同受益，促进企业良性发展。最 后以分拣一班为试点来进行绩效管理方案试运行，并对运行效果和不足之处进行说明， 提出了改进措施。 关键词，基层员工，绩效管理，方案设计ABSTRACT III ABSTRACT With the rapid development of Chinaundefineds economy and the opening of the market to the outside world, the volume of business of domestic express companies and cross-border logistics companies has increased rapidly, facing fierce market competition. The performance management of postal enterprises will be directly related to their own market share and development. Performance management has become an important part of the management work of postal enterprises, but at present the performance management of some grass-roots departments of postal enterprises is still relatively backward. The management of grass-roots staff in ZZ Post Office follows the traditional big pot meal system, which is still blank in performance management. Equal pay mode, employees lack of enthusiasm and initiative, lazy work attitude, low overall work efficiency, external temporary sorting staff too many, sorting quality is not high, enterprise cost is low; The evaluation is simple and lack of basis and standard, only on the subjective impression of managers, the evaluation results are not true and can not be convincing, excellent talents do not have a reasonable promotion channel, the brain drain is serious; The management is chaotic, the relationship between the manager and the staff is tense, and the enterprise loses its internal vitality, which seriously affects the development of the enterprise. This paper combs the current situation of performance management of grass-roots employees in ZZ Post Office, analyzes the existing problems and reasons of performance management of grass-roots employees in ZZ Post Office, and aims at the problems existing in enterprises at present. Taking the process and technical method of performance management as the main line, the key performance index method and 360 performance evaluation method are used to design the performance management scheme which accords with the development of the enterprise and the interests of grass-roots employees, so that the enterprise and the staff can benefit together. Promote the healthy development of enterprises. Finally, the trial operation of the performance management scheme is carried out by selecting the first class as the pilot, and the operating effect and shortcomings are explained, and the improvement measures are put forward. Keywords: Grassroots staff, Performance management, Conceptual design插图索引 V 插图索引 图 3.1ZZ 市邮政局市内分拣局员工学历分布图............................................................14 图 3.2ZZ 市邮政局市内分拣局员工年龄分布图............................................................14 图 3.3ZZ 市邮政局市内分拣局员工性别分布图............................................................15 图 3.4ZZ 市邮政局基层员工绩效管理调查问卷满意度统计图....................................17 图 5.1ZZ 市邮政局市内分拣局基层员工绩效管理方案问卷满意度统计图................47表格索引 VII 表格索引 表 4.1 班组长岗位职责.....................................................................................................25 表 4.2 分拣员职责表.........................................................................................................25 表 4.3 班组长工作业绩关键绩效指标评定表.................................................................27 表 4.4 班组长工作能力关键绩效指标评定表.................................................................29 表 4.5 班组长工作态度关键指标评定表.........................................................................30 表 4.6 班组长奖惩加减分表.............................................................................................31 表 4.7 一周工作记录表.....................................................................................................33 表 4.8 基层员工绩效数据搜集表.....................................................................................34 表 4.9 考核周期和考核时间.............................................................................................36 表 4.10ZZ 市邮政局市内分拣局基层员工绩效考核等级与奖金发放标准对照表......38 表 5.1 基层员工绩效考核投诉表.....................................................................................44 表 5.2 工作业绩对比表.....................................................................................................45 表 5.3 工作态度对比表.....................................................................................................46缩略语对照表 XI 缩略语对照表 缩略语 英文全称 中文对照 KPI Key Performance Index 关键绩效指标目录 1 目录 摘要........................................................................................................................................I ABSTRACT ........................................................................................................................ III 插图索引..............................................................................................................................V 表格索引............................................................................................................................VII 缩略语对照表.....................................................................................................................XI 目录.......................................................................................................................................1 第一章 绪论.........................................................................................................................1 1.1 选题背景和意义 ........................................................................................................ 1 1.1.1 选题背景 ............................................................................................................. 1 1.1.2 选题的意义 ......................................................................................................... 2 1.2 国内外研究现状 ........................................................................................................ 3 1.2.1 国外研究现状 ..................................................................................................... 3 1.2.2 国内研究现状 ..................................................................................................... 3 1.3 研究内容与方法 ........................................................................................................ 5 1.3.1 研究内容 ............................................................................................................. 5 1.3.2 研究方法 ............................................................................................................. 5 第二章 理论基础.................................................................................................................7 2.1 相关概念 .................................................................................................................... 7 2.1.1 绩效 ..................................................................................................................... 7 2.1.2 绩效管理 ............................................................................................................. 7 2.1.3 绩效考核 ............................................................................................................. 8 2.2 绩效考核的常用方法 ................................................................................................ 8 2.2.1 关键绩效指标法 ................................................................................................. 8 2.2.2 360 度考核法 ....................................................................................................... 9 2.2.3 目标管理法 ......................................................................................................... 9 2.2.4 平衡计分卡 ....................................................................................................... 10 2.3 绩效管理和绩效考核的区别和联系 ...................................................................... 10 2.4 绩效管理的意义 ...................................................................................................... 11 第三章 ZZ 市邮政局市内分拣局基层员工绩效管理的现状与问题分析.....................13 3.1 ZZ 市邮政局市内分拣局概况 ................................................................................. 13西安电子科技大学硕士学位报告 2 3.1.1 基本情况........................................................................................................... 13 3.1.2 组织机构和岗位设置....................................................................................... 13 3.1.3 人员结构........................................................................................................... 14 3.2 ZZ 市邮政局市内分拣局基层员工绩效管理现状 ................................................. 15 3.2.1 现行的 ZZ 市邮政局市内分拣局基层员工绩效管理 .................................... 15 3.2.2 ZZ 市邮政局市内分拣局基层员工绩效管理实施的效果 .............................. 16 3.3 ZZ 市邮政局市内分拣局基层员工绩效管理存在的问题 ..................................... 17 3.4 问题成因分析.......................................................................................................... 19 第四章 ZZ 市邮政局市内分拣局基层员工绩效管理方案............................................. 23 4.1 绩效管理方案设计的目标与原则.......................................................................... 23 4.1.1 绩效管理方案设计的目标............................................................................... 23 4.1.2 绩效管理方案设计的原则............................................................................... 24 4.2 绩效管理方案设计的准备工作.............................................................................. 24 4.2.1 建立绩效管理小组........................................................................................... 24 4.2.2 岗位分析........................................................................................................... 24 4.3 关键绩效指标设计.................................................................................................. 26 4.4 绩效计划制订设计.................................................................................................. 31 4.5 基层员工绩效管理的实施设计.............................................................................. 32 4.5.1 绩效辅导........................................................................................................... 32 4.5.2 基层员工绩效数据的收集............................................................................... 33 4.6 绩效考核设计.......................................................................................................... 34 4.6.1 绩效考核主体的设定....................................................................................... 34 4.6.2 绩效考核方法的选择....................................................................................... 35 4.6.3 培训考评者....................................................................................................... 35 4.6.4 考核周期和考核时间....................................................................................... 36 4.7 绩效反馈制度的设计.............................................................................................. 36 4.7.1 绩效反馈与面谈的目的和内容....................................................................... 36 4.7.2 绩效反馈面谈的实施....................................................................................... 37 4.8 绩效考核结果的应用.............................................................................................. 37 4.8.1 绩效结果应用的方向与原则........................................................................... 37 4.8.2 考核结果与基层员工薪酬相挂钩................................................................... 38 4.8.3 考核结果应用于人员调配............................................................................... 40 4.8.4 考核结果应用于基层员工教育培训............................................................... 40 4.8.5 考核结果应用于年终评优............................................................................... 42目录 3 第五章 ZZ 市邮政局市内分拣局基层员工绩效管理方案实施的保障和试点效果.....43 5.1 ZZ 市邮政局市内分拣局基层员工绩效管理方案实施的保障 ............................. 43 5.1.1 建立员工监督小组并加强员工培训 ............................................................... 43 5.1.2 建立绩效管理制度 ........................................................................................... 43 5.1.3 建立基层员工绩效考评投诉制度 ................................................................... 44 5.1.4 加强企业文化保障 ........................................................................................... 45 5.2 试点效果 .................................................................................................................. 45 5.2.1 绩效管理设计方案试点调查结果 ................................................................... 45 5.2.2 绩效管理设计方案试运行的效果 ................................................................... 46 5.3 ZZ 市邮政局市内分拣局基层员工绩效管理方案满意度调查 ............................. 46 5.4 绩效管理设计方案的不足之处和改进措施 .......................................................... 48 第六章 结论与展望...........................................................................................................49 6.1 研究结论 .................................................................................................................. 49 6.2 研究展望 .................................................................................................................. 49 附录.....................................................................................................................................51