近年来,随着战略平衡计分卡在中国企业的不断实践,平衡计分卡的在战略研

究与制定方面的效用得到了认可,但是其应用层面多立足于公司的整体发展战略,

而缺乏对于某个业务领域或组织单元的进一步的深入研宄。据于此,本文将内蒙古

移动公司的一个组织架构完整、人员规模较大的客户服务中心作为具体的研宄对

象,在对公司整体战略、客户服务中心战略以及客户服务中心人力资源现状分析的

基础上,将平衡计分卡的相关方法论应用于客户服务中心的人力资源战略研宄。本

文利用了文献分析法、比较分析法、问卷调查法等多种方法,对客户服务中心目前

的战略环境和条件进行深入剖析,找准客户服务中心人力资源战略制定的立足点和

依据,创新性的描述和制定了客户服务中心的人力资源战略地图及人力资源战略平

衡计分卡。其后,构建了人力资源战略工作组群,制定了人力资本开发计划,最后

提出了若干必要的人力资源战略实施的措施保障。从而建立起了一个从客户服务中

心的人力资源战略着眼,能够自下而上助推内蒙古移动公司整体战略目标达成的重

要战略执行体系。

关键词:平衡计分卡人力资源战略战略地图战略主题战略准备度

Abstract

ABSTRACT

In recent years, with the Strategic Balanced Score Card constantly practice in Chinese

companies,the Balanced Score Card has gained recognition in strategy research and utility,

but its application level mostly based on the company's overall development strategy or

lack of further in-depth study for a business or organizational unit. According to this,this

article will set China Mobile Communication Corporation in Inner Mongolia as the

specific research object s which has a customer service center full of complete organization

structure, large scale personnel..On the basis of the company's overall strategy,the

customer service center strategy analysis and customer service center of human resources.

This article applied relevant method of the BSC to the customer service center of the

human resources strategy research. This article used the literature analysis, comparative

analysis, questionnaire method, and so on. This article cany on in-depth current research

about the customer service center in strategic environments and conditions, get the

standpoint of the customer service center in the human resources strategy development and

innovative descripted and formulated the customer service center of human resource

strategy map and BSC. And then, built the human resource strategy working group and the

human capital development plan. At last,put forward some measures to guarantee the

necessary human resources strategy implementation. To set up a important strategic

execution system,which on the basis of the human resources strategy of customer service

center and can boost Inner Mongolian CMCC overall strategic goals to achieve from

bottom to top

Key Words: Balanced Score Card Human Resources strategy Strategy map

Strategy subject Strategy Readiness