等部分内容。报告的公布（包括以电子信息形式刊登）授权东南大学研究生院办理。 研究生签名： 导师签名： 日期：摘要 I 南京锦江物业公司绩效考核方案设计 姓名：俞有忠 导师：王海燕 学校：东南大学 摘要 随着我国经济发展方式的不断转变，企业之间竞争规则也在不断发生变化，企业发 展战略关系到企业能否在激烈的市场竞争中获取持续优势。如何通过绩效考核确保公司 战略的有效实施，是当前理论界和实业界日益关注的重要课题之一。本文以南京锦江物 业管理有限公司为研究对象，在调研分析公司战略执行、绩效考核现状与问题的基础上， 依据绩效管理的理论、方法和工具，对该公司绩效考核方案进行了重新设计。 经过认真的调查分析，南京锦江物业管理有限公司现行的绩效考核存在着与企业战 略目标脱节、公司当前绩效考核工作中员工参与度较低，绩效考核指标的设置相对不合 理，绩效考核结果的激励性不足、各级管理人员的绩效管理意识和技能有待提高等问题。 针对上述问题，报告首先利用 SWOT 分析法明确提出公司未来战略方向与定位，即公 司实施服务品质提升战略。在公司战略的指导下，进一步梳理和调整公司内部管控模式； 利用战略地图工具，进而对项目管理处和主要岗位的绩效考核方案进行设计，包括基于 平衡计分卡和关键绩效指标的相应绩效考核指标体系与权重的确定；最后，从组织保障、 思想观念保障、制度保障和人员保障等四个方面对公司绩效考核方案的实施保障进行分 析总结。 报告的研究对于实现绩效考核对公司战略执行的有效支撑具有积极作用；同时，由 于南京锦江物业管理有限公司在行业中典型性和代表性，报告的研究与探索对类似物业 管理企业提升企业绩效管理水平也具有很好的借鉴意义。 关键词：南京锦江物业管理有限公司，绩效考核，关键绩效指标，平衡计分卡东南大学硕士学位报告 II THE DESIGN OF THE PERFORMANCE APPRAISAL SCHEME OF NANJING JINJIANG PROPERTY COMPANY Graduate: YU You-zhong Supervisor: WANG Hai-yan Southeast University ABSTRACT Based on the analysis of corporate strategy implementation, current situation and problems of performance appraisal, performance appraisal of Jinjiang Property Company is redesigned in this thesis, applying the latest performance management concept, methods and tools. After serious investigation and analysis, some problems exist in the of Jinjiang Property Company ,such as disconnect between current performance appraisal and strategic targets, performance appraisal method of the single light development, Performance appraisal heavy reward light development, management personnel at all levels of performance management consciousness and skills to improve and so on. For the above problems, this paper first explicitly put forward the company's future strategic direction and positioning, further comb and adjust the company's internal control mode; And then to the company and all departments and project management performance evaluation scheme design, including based on balanced scorecard and key performance indicators to determine the weighing values of the corresponding performance evaluation index system. Finally, the thesis also guarantee scheme of performance appraisal system, operation process, and proposed his own view about the guarantee system. Thesis research for implementing performance appraisal plays a positive role on company strategy implementation of effective support. At the same time, due to the jinjiang property in the industry has a representative, the paper research and exploration for similar property management enterprises improve enterprise performance management level also has the very good reference value.ABSTRACT III Keywords：Jinjiang Property Company; Performance Appraisal; Key Performance Indicators（KPI）; The Balanced Scorecard（BSC）东南大学硕士学位报告 IV 目 录 摘要..............................................................................................................................................................I ABSTRACT........................................................................................................................................................ II 第一章 绪论.................................................................................................................................................1 1.1 选题背景.......................................................................................................................................... 1 1.2 研究意义.......................................................................................................................................... 3 1.3 研究内容.......................................................................................................................................... 3 1.4 研究方法与研究思路...................................................................................................................... 4 1.4.1 研究方法............................................................................................................................... 4 1.4.2 研究思路............................................................................................................................... 4 第二章 相关理论与方法.............................................................................................................................6 2.1 绩效管理理论.................................................................................................................................. 6 2.1.1 激励理论............................................................................................................................... 6 2.1.2 委托代理理论....................................................................................................................... 7 2.1.3 目标管理理论....................................................................................................................... 7 2.1.4 需求层次理论....................................................................................................................... 8 2.2 绩效考核方法.................................................................................................................................. 9 2.2.1 目标管理法（MBO）........................................................................................................... 9 2.2.2 关键绩效指标法（KPI）...................................................................................................... 9 2.2.3 平衡计分卡方法（BSC）................................................................................................... 10 2.3 国内外研究现状............................................................................................................................ 11 2.3.1 国外研究现状..................................................................................................................... 11 2.3.2 国内研究现状..................................................................................................................... 12 2.4 本章小结........................................................................................................................................ 15 第三章 南京锦江物业公司绩效考核现状分析.......................................................................................16 3.1 南京锦江物业公司简介................................................................................................................ 16 3.1.1 公司概况............................................................................................................................. 16 3.1.2 公司人力资源现状............................................................................................................. 16 3.1.3 公司组织结构..................................................................................................................... 18 3.2 南京锦江物业绩效考核现状........................................................................................................ 19 3.2.1 公司员工绩效考核现状..................................................................................................... 19 3.2.2 项目管理处年度考核现状................................................................................................. 22 3.3 南京锦江物业公司绩效考核中存在的问题 ................................................................................ 23 3.3.1 基层员工参与度较低......................................................................................................... 23 3.3.2 绩效考核指标的合理性欠缺............................................................................................. 24 3.3.3 绩效考核方案激励性不足................................................................................................. 24 3.4 南京锦江物业公司绩效考核中存在问题的成因 ........................................................................ 25 3.4.1 公司管理层对绩效考核的重视程度较低 ......................................................................... 25 3.4.2 绩效考核结果反馈缺失..................................................................................................... 25 3.4.3 公司战略方向不清晰......................................................................................................... 26 3.5 本章小结........................................................................................................................................ 26 第四章 南京锦江物业公司绩效考核方案设计.........................................................................................27 4.1 方案设计的原则与思路................................................................................................................ 27目 录 V 4.1.1 方案设计的原则................................................................................................................. 27 4.1.2 整体方案设计的思路......................................................................................................... 28 4.2 南京锦江物业公司服务品质提升战略及公司管控架构优化 .................................................... 28 4.2.1 南京锦江物业公司服务品质提升战略 ............................................................................. 28 4.2.2 南京锦江物业公司战略地图绘制 ..................................................................................... 30 4.2.3 南京锦江物业公司管控架构优化 ..................................................................................... 31 4.3 公司项目管理处基于 BSC 的绩效考核设计................................................................................ 35 4.3.1 项目管理处绩效考核指标体系的确定 ............................................................................. 35 4.3.2 考核指标权重的确定......................................................................................................... 38 4.4 主要岗位基于 KPI 的绩效考核设计............................................................................................. 43 4.4.1 岗位绩效考核指标设计依据............................................................................................. 43 4.4.2 各岗位具体设计................................................................................................................. 44 4.4.3 考核结果应用..................................................................................................................... 48 4.5 本章小结........................................................................................................................................ 49 第五章 南京锦江物业公司绩效考核方案的实施保障.............................................................................50 5.1 绩效考核的组织保障.................................................................................................................... 50 5.2 绩效考核的思想观念保障............................................................................................................ 50 5.3 绩效考核的制度保障.................................................................................................................... 51 5.4 绩效考核的人员保障.................................................................................................................... 52 5.5 本章小结........................................................................................................................................ 53 第六章 结论与展望.....................................................................................................................................54 6.1 结论................................................................................................................................................ 54 6.2 展望................................................................................................................................................ 54 致 谢...........................................................................................................................................................56