知识经济条件下，人力资源开发与管理在企业中的战略地位日趋重要。在这 样一种发展趋势下，作为新兴行业之一的物业管理行业的人力资源开发与管理现 状却不容乐观，加强人力资源管理，培养一支高素质的员工队伍是物业管理企业 生存及发展的必要条件，也是参与市场化竞争，赢得业主信任和支持的根本条件。 为此，在这一行业建立一套科学、合理的人力资源管理体系是目前物业企业迫切 的需求。 本文对物业管理行业的时代背景和人力资源现状进行了分析，并阐述了国内 外关于物业管理行业人力资源规划绩效考核的研究情况，通过对人力资源规划和 绩效考核相关理论的学习，以航遥物业部门为案例，分析航遥中心物业人力资源 管理中存在的问题，并对产生问题产生原因进行剖析。 通过理论联系实际，设 计了航遥中心物业人力资源规划和绩效考核方案。并对新的人力资源规划及绩效 考核方案的保障措施。 本文作者希望通过方案设计，为航遥物业目前迫切需要解决的这两方面问题 提供帮助，进而加强航遥物业的人才队伍建设，建设一支素质过硬、技术全面、 人才梯次合理的物业管理团队，提升航遥中心后勤保障能力和物业服务能力，满 足航遥中心业务发展的需求。 关键词，物业管理，人力资源规划，绩效考核Abstract Under knowledge-based economy, the strategic position of human resources development and management in the enterprise is becoming increasingly important. The property management industry is one of the emerging industries in the developing trend, whose human resources development and management situation is not satisfactory till now. Strengthening human resources management and cultivating a high-quality workforce is not only the need of property management business to survive and develop under such conditions, but also the fundamental conditions to participate in market competition and gain the proprietors’ trust and support. This paper mainly analyzes the background and the human resource management of the property management industry, and reviews the research of human resource planning and performance appraisal worldwide. Moreover, the paper analyzes the problems existing and the cause of the problems in the human resource management in China Aero Geophysical Survey & Remote Sensing Center for Land and Resources (AGRS) property management division. By combining theory with practice, the paper designs the property human resource planning and performance appraisal program for AGRS property management division, and raises the measures to safeguard the new human resource planning and performance appraisal program. The author hopes that the design the this program could help AGRS property management division in solving the two urgent problems and enhance the human resource management in building an excellent quality, comprehensive technology and talent echelon property management team. We also expect to improve the logistical capacity and property service capabilities of AGRS property management division to meet the needs of business development. Key words: Property Management,human resource planning,performance assessmenti 目录 1 绪论 ..............................................................................................................................................1 1.1 选题背景及选题依据.........................................................................................................1 1.1.1 选题背景..................................................................................................................1 1.1.2 选题依据..................................................................................................................1 1.2 国内外研究现状................................................................................................................2 1.2.1 国外物业管理发展现状..........................................................................................2 1.2.2 国内研究现状.........................................................................................................3 1.3 研究目的与研究意义.........................................................................................................7 1.3.1 研究目的..................................................................................................................7 1.3.2 研究意义.................................................................................................................7 1.3.3 研究内容.................................................................................................................8 2.相关理论研究................................................................................................................................9 2.1 相关概念.............................................................................................................................9 2.1.1 人力资源的概念......................................................................................................9 2.1.2 人力资源管理的概念..............................................................................................9 2.2 人力资源规划的基本理论.................................................................................................9 2.2.1 人力资源规划的概念..............................................................................................9 2.2.2 人力资源规划的原则............................................................................................10 2.2.3 人力资源规划的主要内容....................................................................................10 2.3 绩效考核理论研究...........................................................................................................11 2.3.1 绩效考核的概念....................................................................................................11 2.3.2 绩效考核的内容....................................................................................................11 2.3.3 绩效考核的原则....................................................................................................12 2.3.4 绩效考核方法........................................................................................................13 3 航遥物业人力资源管理的现状及问题.....................................................................................17 3.1 航遥物业基本情况...........................................................................................................17 3.1.1 航遥中心简介........................................................................................................17 3.1.2 航遥物业简介........................................................................................................18 3.1.3 航遥物业机构设置及岗位职责............................................................................19 3.1.4 航遥物业的发展定位............................................................................................19 3.2 航遥物业人力资源管理现状...........................................................................................20 3.2.1 航遥物业人才队伍现状........................................................................................20 3.2.2 航遥物业绩效考核现状........................................................................................21 3.3 航遥物业人力资源管理存在的问题...............................................................................23 3.3.1 人才队伍结构不合理............................................................................................23 3.3.2 人才引进形式单一................................................................................................24 3.3.3 人员素质亟待提高................................................................................................24 3.3.4 现行绩效考核方案亟待完善................................................................................24 4 航遥物业人力资源规划方案设计.............................................................................................26 4.1 航遥中心人才队伍远景目标..........................................................................................26 4.2 航遥物业人才队伍需求预测...........................................................................................26 4.2.1 航遥物业人才队伍需求预测................................................................................26ii 4.2.2 职工流出分析........................................................................................................28 4.2.3 人力资源净需求....................................................................................................30 4.3 人员结构的调整...............................................................................................................32 4.3.1 年龄结构的调整。................................................................................................32 4.3.2 专业结构的调整....................................................................................................32 4.4 人员供给...........................................................................................................................33 4.4.1 内部竞聘................................................................................................................33 4.4.2 外部招聘................................................................................................................33 4.4.3 服务项目外包........................................................................................................34 4.5 人员培训...........................................................................................................................35 4.5.1 培训目的................................................................................................................35 4.5.2 培训内容、人员及培训方式................................................................................35 4.5.3 在培训方面注重的问题........................................................................................36 5 航遥中心物业绩效考核方案设计.............................................................................................37 5.1 绩效考核目标及指导思想...............................................................................................37 5.1.1 绩效考核目标........................................................................................................37 5.1.2 绩效考核的指导思想............................................................................................37 5.2 绩效考核的范围及原则..................................................................................................38 5.2.1 考核范围................................................................................................................38 5.2.2 绩效考核的原则....................................................................................................38 5.3 考核方法及职责分工.......................................................................................................38 5.3.1 绩效考核方法........................................................................................................38 5.3.2 职责分工................................................................................................................39 5.4 绩效考核的内容及标准...................................................................................................39 5.4.1 绩效考核的内容....................................................................................................39 5.4.2 绩效考核的标准....................................................................................................41 5.5 绩效考核原则性规定.......................................................................................................41 5.6 绩效考核流程...................................................................................................................41 5.7 绩效考核结果的应用.......................................................................................................42 5.8 考核中应注意的几个问题...............................................................................................43 6 保障措施......................................................................................................................................44 7 结论 ............................................................................................................................................47 致谢 ............................................................................................................................................48