方正农商行于 2017 年 10 月 19 日完成体制改革。农村商业银行只有充分 利用自身经营特点，在银行业和法律允许的范围内，尽可能地激励员工积极 营销客户，不断满足客户的需求，保持与竞争者之间的差异化，才能更好地 屹立于银行不败之地。方正农商行资金实力较差，服务区域小，服务产品单 一，抵抗风险能力较差，人力资源匮乏，员工流动性大，员工工作积极性不 高，要想完善体制机制建设，就要有一个科学合理的员工绩效考核体系。 绩效考核体系应该紧紧围绕银行战略发展目标设定、计划和执行，绩效 考核体系应该设有合理的指标，有员工的参与，有结果的反馈，有严谨的操 作流程，有实施的保障措施，有客户投诉机制，有员工申诉机制等。良好的 绩效考核体系能够有效的激励员工，规范员工行为，引导员工更好的理解企 业文化和服务理念，从而提升企业凝聚力，有助于后备人才库的建设，还可 以为经营决策提供依据，最终实现银行的战略目标。绩效考核的方法主要有 关键业绩指标法、目标管理法、平衡记分卡法和 360 度考核法。 本文剖析了方正农商行现存的员工绩效考核体系的问题和弊端，进而为 银行绩效考核的方法和过程提出完善意见和建议，使银行能有更合理的业务 量考核标准、业务质量考核标准、文明服务考核标准、存贷款业绩考核标准 等。进一步完善员工激励机制，促进全员主动营销意识，提高方正农村商业 银行综合竞争能力和经营效益，为实现方正农村商业银行绩效考核的效果改 善和实现长期发展的目标做好准备。 关键词：农商行；员工；绩效考核；平衡记分卡哈尔滨工业大学工商管理硕士学位论文 - II - Abstract Fangzheng Agricultural Commercial Bank completed the institutional reform on October 19, 2017. Rural commercial banks can stand in the bank's invincible position only if they make full use of their own operating characteristics and encourage employees to actively market customers as far as possible within the scope of banking and law. Fangzheng Agricultural Commercial Bank has poor financial strength, small service areas, single service products, poor resistance to risk, lack of human resources, staff mobility, employees 'enthusiasm for work is not high. If we want to improve the construction of institutional mechanisms, we must have a scientific and reasonable employee performance assessment system. The performance appraisal system should be closely focused on setting, planning and implementing the bank's strategic development goals. The performance appraisal system should have reasonable indicators, staff participation, feedbacks on results, rigorous internal control measures, and safeguards for implementation. There are customer complaint mechanisms, employee complaint mechanisms and so on. A good performance appraisal system can effectively motivate employees, standardize employees 'behavior, and guide employees to better understand the company's culture and service philosophy, thereby enhancing corporate cohesion, contributing to the construction of reserve talent pools, and providing evidence for business decisions. Performance appraisal provides a basis for business decision- making, which runs through the whole process of management. The main methods of performance appraisal of commercial banks are target management method, key performance indicators method, 360 degree performance appraisal method and balanced scorecard method. Based on the study of performance appraisal methods and the specific situation of Fangzheng Rural Commercial Bank, this paper analyses the problems and deficiencies in the process of performance appraisal, and then combines with the needs of its own restructuring and development, and puts forward optimizing suggestions for the overall realization of performance appraisal, in order to哈尔滨工业大学工商管理硕士学位论文 - III - provide a various standards for employees, including business assessment standard and business for employees, quality assessment standards, civilized service standards, performance assessment standards, asset quality assessment standards and business skills assessment standards. Further improve the staff incentive mechanism, promote all active marketing awareness, improve the comprehensive competitiveness and operating efficiency of rural commercial banks in Founder, in order to achieve the performance evaluation of Founder rural commercial banks to improve the effect and achieve the goal of long-term development. Keywords: performance appraisal, optimization, goal management, balanced scorecard哈尔滨工业大学工商管理硕士学位论文 - IV - 目 录 摘要...............................................................................................................................I Abstract..........................................................................................................................II 第 1 章 绪 论.................................................................................................................1 1.1 研究背景与问题的提出.................................................................................... 1 1.2 研究目的和意义.................................................................................................1 1.3 国内外研究现状与评述.................................................................................... 2 1.3.1 国外研究现状..............................................................................................2 1.3.2 国内研究现状..............................................................................................4 1.3.3 国内外文献研究现状评述.........................................................................5 1.4 本文研究内容和方法.........................................................................................6 1.4.1 研究内容.......................................................................................................6 1.4.2 研究方法.......................................................................................................8 第 2 章 员工绩效考核体系现状及问题分析......................................................... 10 2.1 方正农商行概况...............................................................................................10 2.2 方正农商行员工绩效考核现状..................................................................... 10 2.2.1 营销客户经理考评现状...........................................................................10 2.2.2 网点客户经理考评现状...........................................................................13 2.2.3 行政客户经理考核现状...........................................................................14 2.3 方正农村商业银行员工绩效考核体系存在的问题...................................15 2.3.1 员工绩效考核体系与战略目标脱节..................................................... 15 2.3.2 考核工作效率低........................................................................................15 2.3.3 考核过程缺乏有效沟通...........................................................................16 2.3.4 考核角度单一............................................................................................17 2.3.5 缺乏考核对象参与的广度.......................................................................17 2.3.6 考核结果无反馈........................................................................................17 2.4 方正农村商业银行员工绩效考核体系问题的成因分析.......................... 18 2.4.1 绩效考核的思想落后...............................................................................18 2.4.2 银行员工整体素质不高...........................................................................18 2.4.3 银行的治理结构落后...............................................................................19 2.4.4 银行产权结构模糊或者不合理..............................................................19哈尔滨工业大学工商管理硕士学位论文 - V - 2.4.5 外部监管机构缺乏....................................................................................20 2.5 本章小结............................................................................................................20 第 3 章 完善员工绩效考核的内容设计..................................................................21 3.1 员工绩效考核体系完善的原则..........................................................