经过多次分析，产生的原因之一是由于以营业部为主的一线员工在工作中缺
少热情和主动性，在管理过程中缺乏一套行之有效的绩效考核体系。绩效考
核是人力资源管理的一项重要工作，关系到企业的核心竞争力和可持续发
展，科学的绩效考核体系能够盘活一线员工的工作积极性，提高员工的工作
效率，促进企业创新。对此，本人拟对 Q 燃气公司营业部员工现行的绩效
考核办法进行分析，查找不足，重新制定一套科学的绩效考核体系。力求通
过绩效考核体系的建立能够解决目前营业部绩效考核存在的一系列问题，并
以营业部为原点，为其他岗位的绩效管理提供借鉴
本文首先梳理了国内外绩效考核相关的文献，为后面分析和解决问题
提供理论依据和支撑。其次通过调查问卷和人员访谈，在对 Q 燃气公司营
业部员工现有的绩效考核办法进行深入调查的基础上，指出存在的问题和不
足，并对问题进行了详细的分析。接着本文应用平衡计分卡的基本原理，运
用关键绩效指标法和个人业绩承诺等绩效考核相关理论，结合 Q 燃气公司
实际情况，对营业部员工绩效考核体系进行了重新设计。最后本文提出了有
效实施 Q 燃气公司营业部员工绩效考核体系所需的保障措施，制定绩效考
核管理制度。Q 燃气公司营业部员工绩效考核体系的重新设计，能够有效提
高营业部工作水平，改变部门考核薄弱状态，加强营业队伍约束管理，提升
人力资源管理水平，同时它能够为其他一线工种甚至是技术岗位、管理岗位
未来的绩效管理提供参考，对企业健康、协调、高质高效发展和业绩提高等
方面都具有一定的指导意义和现实意义
关键词 绩效考核；平衡计分卡；关键绩效指标；Q 燃气公司哈尔滨理工大学工商管理硕士学位论文
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Research on the Performance Evaluation System of
the Sales Department of Q Gas Company
Abstract
The urban gas supply enterprises, positioned in the downstream of consumer
market, are monopolizing the certain or special market region thanks to the
franchise rights. Under this circumstance, the gas enterprises are able to lose the
vigor for further development. Furthermore, the enterprises are easily to be
trapped in the developing stalemate due to the factor of regional economy.
Through repeated researches, it is acquirable that one of the reasons why the
developing stalemate is emerged is because the first line staffs, mainly from the
business department, are defective in enthusiasm and initiative in work. The lack
of an effective performance assessment system is highlighted in the wake of
management.
The performance assessment is deemed as a significant task for human
resource management), concerning the core competitiveness and the sustainable
development of the enterprises. The scientific performance assessment system
shall revitalize the first line staffs, promote their working efficiency and boost
the innovation of the enterprise. Hereto, the currently applied performance
assessment system of Q Gas Company for personnel in business department is
analyzed as to delve into the defects and rearrange a scientific performance
assessment system. A series of problems existing in the performance assessment
system for staffs in business department are sought to be resolved through
establishing the new performance assessment system. Furthermore, the
performance assessment system for business department is selected as the
reference for the performance assessment system of other positions.
The domestic and overseas literatures concerning the performance
assessment are firstly collated as to lay the theoretical foundation for further
analysis and problem resolution. Secondly, the current performance assessment
system for staffs in business department of Q Gas Company is analyzed, the哈尔滨理工大学工商管理硕士学位论文
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existing problems and defects are pointed out and anatomized on the basis of
questionnaire survey results and interview with personnel. Additionally the
performance assessment system for staffs in business department of Q Gas
Company is redesigned through adopting the basic theory of Balanced Score
Card, relevant theories of KPI (key performance indicators) and individual
performance commitment, and in accordance with the actual condition of Q Gas
Company.
Finally, the safeguard measures required for effectively implementing the
performance assessment system for staffs in business department of Q Gas
Company are proposed, and the management system for performance assessment
system is formulated. The redesigned performance assessment system for staffs
in business department of Q Gas Company is able to effectively boost the work
of business department. In the meantime this redesigned system can be adopted
as the reference for the prospective performance assessment management of
other first line personnel and working positions. The redesigned system is
attached certain guiding significance and practical significance to the healthy,
coordinated, high-quality and high-efficient development of the enterprises and
to the promotion of performance.
Keywords Performance assessment, balanced score card, KPI, Q gas company哈尔滨理工大学工商管理硕士学位论文
I
目 录
摘要.......I
AbstractII
第 1 章 绪论....1
1.1 研究背景及问题提出..1
1.1.1 研究背景... 1
1.1.2 问题提出... 1
1.2 研究目的和意义..........2
1.2.1 研究目的... 2
1.2.2 研究意义... 2
1.3 国内外研究现状..........3
1.3.1 国外研究现状.......3
1.3.2 国内研究现状.......4
1.3.3 研究评述... 7
1.4 研究内容与研究方法..8
1.4.1 研究内容... 8
1.4.2 研究方法... 8
1.4.3 技术路线... 9
第 2 章 Q 燃气公司营业部绩效考核的现状及存在问题分析...11
2.1 Q 燃气公司概况......... 11
2.2 Q 燃气公司营业部员工基本情况及工作特征....... 12
2.2.1 文化程度整体不高........ 13
2.2.2 年龄普遍偏大.......
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