摘要
绩效考核是绩效管理的核心，也是人力资源管理系统的一个重要组成部分，
建立一个科学有效的绩效考核方案关系到整个管理系统的有效运转。在经济全球
化时代条件下，对国内商业银行业来说，如何设计一套满足现代银行业市场竞争
需要、推动自身良性可持续发展的员工绩效考核方案，是一个重大课题。而客户
经理是银行与客户进行沟通的桥梁，在银行的市场拓展和日常经营中起到举足轻
重的作用，银行对客户经理人员的绩效考核、评价、激励机制是否公平、有效将
会直接关系到全行经营成果的实现。

本文从绩效考核的理论和方法出发，首先阐述了绩效考核方法和工具以及银
行绩效管理的研究现状；然后，通过介绍现阶段 A 银行客户经理制实施的基本情
况，对客户经理绩效考核指标方案进行研究，分析 A 银行在绩效考核内容和方法
方面存在的问题。针对 A 银行客户经理绩效考核现状及其存在的问题，本文对 A
银行绩效考核管理方案设计进行了优化，并结合 A 银行的实际情况讨论了绩效考
核结果在商业银行客户经理管理实践中的应用。最后，从不同的角度和方面提出
优化和保障 A 银行客户经理绩效考核方案实施的意见和建议，从而保障绩效考核
的顺利进行，同时为其他商业银行客户经理绩效考核管理提供借鉴。

关键词：绩效考核商业银行客户经理绩效管理优化Optimization of The Research of Program Performance
Assessment to Customer Managers in a Bank
Abstract
Performance assessment is the core of performance management, as well as the
significant part of human resources management system, thus establishing a scientific
andeffective performance assessment program matters the effective operation of the
entiremanagement system. In the condition of economic globalization, to domestic
commercialbanks, it is a major issue about how to design a set of scientific
performance assessmentprogram which is related to China's national conditions and
meets customer managers’ demand in modern commercial banks.
Customer managers combine banks with the customer, they played a vital role in
daily management and the bank's market-development. In view of this, from the
perspectiveof theories and methods of performance assessment, performance
assessment was firstly demonstrated through the literature review thathas introduced
the methods and tools of performance assessment as well as the currentsituation of
commercial bank's performance management. Secondly, throughintroducingthe
implementation of A bank’s customer manager system, we
investigatedaboutindicators and the program of performance assessment tocustomer
managers, in order to analyze onproblems in terms of effective tools andmethods, the
main problem of which was thatassessment to customer managersprimarily has
focused primarily on the assessment of the amount of business while ignoring the
assessment of financial risk and marketing costs. Thirdly, in order to solve these
problems, performance assessment program in A bank was perfectly optimized and
designed, what's more, the practice of performance assessment was discussed which
has beencombined with the actual situation of A bank. Last but not the least, some
effective measures were put forward to ensure thatperformance assessment to
customer managers in A bank could be carried outsuccessfully.
Keywords: Performance Assessment, Customer Managers, Commercial Banks，
Optimization of Performance Management.