自2016年底以来，针对银行业金融风险防范、乱象整治的一系列监管政策措 施密集出台，未来合规监管的总基调仍将延续很长一段时间，且监管力度会更大， 监管范围会更广。随着银行业强监管的常态化，银行业的经营环境发生了根本性 的变化，过去的经营管理模式已不能支撑银行持续快速发展，银行业优化绩效管 理，注重发展转型成为日益迫切的重要任务，而服务于银行战略发展的绩效激励 政策、考核维度、考核手段和技术的优化就变得十分迫切。 本文分析发现A银行现行的绩效管理体系主要以经营业绩考核为主，存在绩 效考核体系设计偏离发展战略；非财务指标重视度不够；长期发展指标设置不足； 绩效沟通和反馈不明显问题。A银行近年发展内动力不足、业绩下滑，在一定程 度上受制于绩效管理体系问题的影响。因此，在坚守“效率优先、兼顾公平，逐 层分解战略导向，点面结合、兼顾全面性和重要性，加强沟通，全员加入”原则 的基础上，本文利用平衡计分卡、层次分析法以及关键绩效指标法，从“财务、 客户、内部流程、学习与成长”四个维度优化考核分行和员工层面（客户经理） 绩效的指标体系，注重绩效考核结果反馈与应用，提出优化绩效管理的保障措施。 优化后的绩效管理体系更为科学合理，一是将银行长期战略目标层层分解为 短期目标，贯彻于整个绩效管理过程中；二是考核维度设置和指标完善有理有据， 考核指标可量化并使整套绩效考核体系可操作性更佳。本文的研究可为A银行提 升经营业绩、适应强监管下全面管理、促进长远发展做出一定贡献，对国内银行 同业推动绩效管理改革具有参考意义，有利于规范管理银行业金融机构，对落地 执行国家监管政策的和银行业转型发展，对于推动经济健康稳定可持续发展具有 显著效果。 关键词：商业银行；关键绩效指标；绩效管理；层次分析法；考核绩效；平衡计 分卡 昆明理工大学专业学位硕士学位论文A银行绩效管理优化研究 II Abstract Sincetheendof2016,aseriesofregulatorypoliciesandmeasuresaimedat preventingfinancialrisksandrectifyingchaosinthebankingindustryhavebeen introducedintensively.Theoveralltoneofcompliancesupervisionwillcontinuefora longperiodoftimeinthefuture,andthesupervisionwillbestrongerandthescopeof supervisionwillbemore.wide.Withthenormalizationofthestrongsupervisionofthe bankingindustry,theoperatingenvironmentofthebankingindustryhasundergone fundamentalchanges.Thepastoperatingmanagementmodelhasbeenunableto supportthecontinuousandrapiddevelopmentofthebank.Theoptimizationof performancemanagementinthebankingindustryandthefocusondevelopmentand transformationhavebecomeincreasinglyimportanttasks.,Andtheoptimizationof performanceincentivepolicies,assessmentdimensions,assessmentmethodsand technologiesthatservethestrategicdevelopmentofbankshasbecomeveryurgent. Thispaperanalyzesandfindsthatthecurrentperformancemanagementsystemof bankamainlyfocusesonbusinessperformanceappraisal,andtherearesomeproblems, suchasthedesignofperformanceappraisalsystemdeviatesfromthedevelopment strategy;theattentionofnon-financialindicatorsisnotenough;thesettingoflong-term developmentindicatorsisinsufficient;performancecommunicationandfeedbackare notobvious.Inrecentyears,thedevelopmentofbankaislackofmotivationand performancedecline,whichtosomeextentissubjecttotheimpactofperformance managementsystemproblems.Therefore,onthebasisofadheringtotheprincipleof "efficiencyfirst,fairnessconsidered,strategicorientationdecomposedlayerbylayer, pointfaceintegration,comprehensivenessandimportanceconsidered,communication strengthened,andallemployeesjoined",thispaperusesthebalancedscorecard, analytichierarchyprocessandkeyperformanceindicatormethodtooptimizethe assessmentbranchandstafflevelfromthefourdimensionsof"finance,customer, internalprocess,learningandgrowth"Facetoface(CustomerManager)performance indexsystem,payattentiontothefeedbackandapplicationofperformanceappraisal results,andputforwardsafeguardmeasurestooptimizeperformancemanagement. Theoptimizedperformancemanagementsystemismorescientificandreasonable. 昆明理工大学专业学位硕士学位论文A银行绩效管理优化研究 III First,itdecomposesthelong-termstrategicgoalsofthebankintoshort-termgoalsand implementsthemthroughouttheperformancemanagementprocess.Makethewhole performanceappraisalsystemmoreoperable.Theresearchinthispapercanmakea certaincontributiontotheimprovementofbusinessperformanceofBankA,adaptto comprehensivemanagementunderstrongsupervision,andpromotelong-term development.Nationalregulatorypoliciesandthetransformationanddevelopmentof thebankingindustryhaveasignificanteffectonpromotingthehealthy,stableand sustainabledevelopmentoftheeconomy. Keywords:CommercialBank;PerformanceManagement;PerformanceAppraisal; BalancedScorecard;KeyPerformanceIndicators;Analytichierarchyprocess 昆明理工大学专业学位硕士学位论文A银行绩效管理优化研究 i 目录 摘要............................................................................................................................I Abstract......................................................................................................................II 第一章绪论............................................................................................1 1.1研究背景及意义...........................................................................1 1.2文献综述.......................................................................................2 1.2.1国外文献综述....................................................................3 1.2.1.1平衡计分卡的研究.................................................3 1.2.1.2关键绩效指标研究.................................................3 1.2.1.3层次分析法研究.....................................................3 1.2.2国内文献综述....................................................................4 1.2.2.1绩效考核优化对商业银行的重要性研究.............4 1.2.2.2国内绩效优化管理方法研究.................................4 1.2.2.3国内绩效考核优化方法应用研究.........................5 1.2.2.4国内绩效管理优化案例研究.................................5 1.2.3小结评述............................................................................5 1.3研究内容与方法...........................................................................6 1.3.1研究内容............................................................................6 1.3.2研究方法............................................................................6 1.4研究思路与创新点.......................................................................7 1.4.1研究思路............................................................................7 1.4.2创新之处............................................................................7 第二章重要概念与理论基础....................................................................9 2.1重要概念.......................................................................................9 2.1.1绩效管理............................................................................9 2.1.2商业银行绩效管理..........................................................11 2.2相关理论.....................................................................................12 2.2.1行为科学理论..................................................................12 2.2.2权变管理理论..................................................................13 2.2.3战略管理理论..................................................................13 昆明理工大学专业学位硕士学位论文A银行绩效管理优化研究 ii 第三章A银行绩效管理现状及问题分析...............................................14 3.1A银行基本概况..........................................................................14 3.2A银行绩效管理现状分析..........................................................15 3.3A银行绩效管理存在的问题......................................................17 第四章A银行绩效管理优化设计...........................................................19 4.1优化原则.....................................................................................19 4.2优化思路.....................................................................................19 4.3战略目标分解与战略地图设计.................................................20 4.3.1战略目标分解..................................................................20 4.3.2战略地图绘制..................................................................21 4.4绩效管理传导脉络图设计..................