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绩效考核体系是现代企业人力资源管理过程中的重要工具与手段。基于这种现状，
本文仅通过人力资源管理相关理论的介绍，概述全面绩效考核在企业战略调整、业务
转型、组织重构、流程再造等重大改革措施中所能够起到的重要作用；其次，以中国
太平洋财产保险股份有限公司吉林省分公司客户服务部 95500 呼叫中心为例，分析其
在实施绩效考核的运营状况，存在哪些问题，指出其面临的危机。分析企业现今所面
临的现实情况，对原有绩效考核方案进行改进设计，并制定出实施的步骤和提出需要
解决的问题的方法，介绍绩效考核实施的保障性措施和实施效果评价，为企业的高速、
稳定的发展贡献力量。
本文共有六部分内容：第一部分绪论主要是选题的背景和意义，对国内外研究现
状进行了阐述，并且从研究目的、内容，研究思路和研究方法介绍了论文写作思路；
第二部分从绩效考核的定义目标和目的详细介绍了绩效考核，详细介绍了四种绩效考
核方法，包括优缺点；第三部分主要是介绍太保财险 95500 呼叫中心绩效考核现状，
介绍了 95500 呼叫中心的简介，分析了绩效考核现状，指出绩效考核体系存在的问题
及原因；第四部分是主要部分，绩效考核改进方案设计，从方案设计的原则、方案设
计依据、考核指标体系的设计、考核权重的设计、考核形式选择方面设计出更加合理
的方案。第五部分介绍了绩效考核方案的实施及效果评价，其中包括绩效考核实施的
步骤和绩效考核实施的措施和实施效果评价；第六部分是文章的结论。
关键词：
绩效考核，95500 呼叫中心，改进方案，指标体系，考核权重
Abstract
With the development of society, insurance is attended and familiar by more and more
people. The insurance market is becoming more and more perfect and growth. In recent
years, different brands in domestic and foreign, small and large scale insurance companies
are in every corner of the market such as bamboo shoots after a spring rain in a short time by
different forms of sole proprietorship and joint venture. According to the survey, many
insurance companies senior management departments have started to take reform measures
such as the strategic adjustment, business transformation, organizational restructuring,
process reengineering and so on, Especially the reforms of the service system is the key. But
in fact, the reform of traditional insurance companies are difficult, which, one of the
important direction of reform is the performance appraisal.
The performance appraisal system is an important tool and means of human resource
management in modern enterprises. Based on this situation, this paper introduces the related
theory only through human resources management, narrate roughly the importance role of
comprehensive performance evaluation can play in the major reform measures of corporate
strategy adjustment, business transformation, organizational restructuring, process
reengineering ;secondly, with the China Pacific Property Insurance Co Jilin branch customer
service department 95500 call center as an example, analyzes its operation in the
implementation of the performance appraisal, what are the problems, and points out the
crisis. Analyzes the reality of the enterprises faced today, improve the design of the original
performance appraisal system, and develop the implementation steps and methods to solve
the problem, introduce the security measures and effect of the implementation of
performance appraisal, contribute to the high speed, stable development for the enterprise.
This thesis consists six parts: The first part contains the background and significance of
the research, expounds the present situation of the research domestic and abroad, and
introduces the idea of writing from the purpose of the study, content, research ideas and
research methods; The second part introduce the performance appraisal from the defined
goals and objectives in detail, introduced four kinds of performance appraisal methods,
including the advantages and disadvantages; The third part is to introduce the present
situation of the CPIC 95500 call center performance appraisal, introduced the 95500 call
center introduction, analysis the current situation of performance appraisal, pointed out the
existing problems and the reasons of the performance appraisal system; the Fourth part is the
main part, design to improve the performance appraisal, to design a more reasonable scheme
from design principle, design basis, evaluation index system design, assessment of the
weight design and evaluation form ;The fifth part introduces the implementation and
evaluation of performance appraisal program, including the evaluation of the implementation
of the performance appraisal process and the performance of the measures and effect; the
Sixth part is the conclusion of the paper.
Keywords:
Performance evaluation, 95500 call center, The improvement scheme, Index system,
Evaluation weight
