随着金融行业的快速发展，银行业逐步开始向智能化柜台方向转型，将陆 续取消实体柜面的业务。那么对于现代银行而言，其面临的竞争，不仅局限于 金融产品的创新和技术手段的变革，更多的还体现在为客户提供多样化和方便 快捷的服务上。在此背景下，各商业银行开始逐渐关注客服中心在未来银行服 务、营销、运营支持体系中的战略地位，客户服务也将成为各大银行参与竞争 的法宝。因此，勃商银行对客服中心的服务能力和管理水平也提出了更高的要 求，更加注重培养其核心竞争力，进而取得市场占有率。勃商银行客服中心也 意识到，绩效管理体系对于激发客服中心员工工作积极性，提升服务效率等方 面起着重要的作用。 本文运用了当前绩效管理的相关理论和实际考核方法，并以勃商银行客服 中心员工为研究对象，通过查阅文献、问卷调查、对比分析等研究方法，结合 目前客服中心发展的实际情况进行研究。通过问卷调查分析，找出客服中心绩 效考核工作中存在的问题，主要包括员工对绩效考核未有清晰的认知，员工不 了解自己在组织中所处的地位，绩效考核结果偏离考核目标，对班组长的绩效 考核并未发挥其作用等四方面。对此，本文通过引入关键绩效指标和周边绩效 指标等，针对绩效考核体系的各个环节，包括绩效考核内容、考核指标、考核 指标权重、考核主体、考核评分方法以及考核结果的反馈机制等方面，提出了 具有实践价值的绩效管理体系优化措施和实施绩效管理体系相应的保障措施。 本文的研究结论对于勃商银行客服中心重新构建绩效管理体系起到了重要 的指导作用。重建的绩效管理体系，改善了客服中心绩效管理的现状，弥补了 此前绩效管理的不足，建立了相对完善的绩效管理体系，进一步提升了客服中 心的服务能力和管理水平，增强了其内部核心竞争力。同时，本文的研究结论 对于银行业客服中心在解决绩效管理，完善绩效管理体系的问题上也有一定的 借鉴意义。 关键词：绩效考核；绩效考核指标；绩效管理；客服中心 II Abstract Withtherapidofthefinancialindustrydevelopment,thebankingindustryhas graduallybeguntotransformthedirectionofintelligentcounters,willgradually cancelthephysicalcounterbusiness.So,forthemodernbank,itfacesthe competition,notonlylimitedtotheinnovationoffinancialproductsand technologicalmeansofchange,butalsoreflectedinprovidingcustomerswith diversifiedandconvenientservices.Onthisbackground,commercialbanksbeganto payattentiontothecustomerservicecenterinthefuturebankingservices,marketing, operationalsupportsystemofstrategicposition,customerservicewillalsobecome themajorbankingmagicweapontoparticipateinthecompetition.Therefore, BoshangBankalsoputforwardhigherrequirementsfortheservicecapabilityand managementlevelofcustomerservicecenter,paymoreattentiontocultivatingits corecompetitiveness,andthengainmarketshare.Thecustomerservicecenterof BoshangBankalsoawarethattheperformancemanagementsystemplaysan importantroleinstimulatingtheenthusiasmofcustomerservicecenteremployees andimprovingserviceefficiency. Thispaperusestherelevanttheoryandpracticalappraisalmethodsofcurrent performancemanagement,andtakestheemployeesofthecustomerservicecenterof BoshangBankastheresearchobject,andstudiesthecurrentdevelopmentofthe customerservicecenterbyconsultingtheliterature,questionnairesurvey, comparativeanalysisandotherresearchmethods.Throughquestionnaireanalysis, findouttheproblemsintheperformanceappraisalworkofthecustomerservice center,includingtheemployeesdonothaveaclearunderstandingofthe performanceappraisal,employeesdonotunderstandtheirpositioninthe organization,performanceappraisalresultsdeviatefromtheassessmentobjectives andsoon.Inthisregard,throughtheintroductionofkeyperformanceindicatorsand peripheralperformanceindicators,thispaperfortheperformanceappraisalsystemof allaspects,includingperformanceappraisalcontent,appraisalindicators,appraisal indicatorsweight,assessmentsubject,appraisalscoringmethodsandevaluation resultsfeedbackmechanism,andsoon.Theoptimizationmeasuresofperformance managementsystemwithpracticalvalueandthecorrespondingsafeguardmeasures oftheimplementationperformancemanagementsystemareputforward. Theconclusionofthispaperplaysanimportantroleinre-constructingthe III performancemanagementsystemofthecustomerservicecenterofBoshangBank. Improvedthecurrentsituationofperformancemanagementofcustomerservice center,makeupfortheshortcomingsofpreviousperformancemanagement, establisharelativelyperfectperformancemanagementsystem,furtherenhancethe servicecapacityandmanagementlevelofthecustomerservicecenter,enhanceits internalcorecompetitiveness.Atthesametime,theconclusionofthispaperisof referencetothebankingcustomerservicecenterinsolvingtheproblemof performancemanagementandperfectingtheperformancemanagementsystem. Keywords：Performanceappraisal;Performanceappraisalindicators; Performancemanagement;Customerservicecenter IV 目录 摘要............................................................................................................................I ABSTRACT......................................................................................................................II 第1章绪论..............................................................................................................1 1.1选题背景和研究意义.....................................................................................1 1.1.1选题背景..............................................................................................1 1.1.2研究意义..............................................................................................1 1.2国内外研究现状.............................................................................................2 1.2.1国内研究现状......................................................................................2 1.2.2国外研究现状......................................................................................4 1.3研究内容和研究方法.....................................................................................6 1.3.1研究内容..............................................................................................6 1.3.2研究方法..............................................................................................6 1.4本文创新之处.................................................................................................7 第2章绩效管理概述..................................................................................................8 2.1绩效与绩效管理.............................................................................................8 2.1.1绩效的内涵..........................................................................................8 2.1.2绩效管理的内涵及作用......................................................................9 2.2绩效管理方法...............................................................................................10 2.2.1关键绩效指标法................................................................................10 2.2.2周边绩效法........................................................................................10 第3章勃商银行客服中心员工绩效管理体系现状调查分析................................11 3.1勃商银行客服中心概况...............................................................................11 3.1.1客服中心的职能简介........................................................................11 3.1.2客服中心绩效管理体系的构成........................................................11 3.1.3客服中心绩效管理体系的实施情况................................................12 3.2客服中心绩效管理体系现状调查...............................................................13 3.2.1调查问卷的设计与发放....................................................................13 3.2.2调查问卷数据的统计与分析............................................................14 3.3客服中心现有绩效管理体系中存在的问题及其原因分析.......................17 3.3.1存在的问题........................................................................................17 3.3.2原因分析............................................................................................18 第4章勃商银行客服中心员工绩效管理体系优化设计........................................20 4.1绩效管理体系优化设计的思路与原则.......................................................20 4.1.1设计的思路........................................................................................20 4