- I - 摘要 绩效考核能够灵敏准确地检验人力资源管理水平，也是企业提升综合竞争力的 关键手段。越来越多的企业认识到建立一套科学、有效的绩效考核体系的重要性， 那么如何能建立这样一套有利于企业发展、员工进步的高质量绩效考核体系呢，每 个企业都有独特的实际条件，只有因地制宜，立足特定企业才能得到最有价值的绩 效考核体系研究。 本文首先运用文献研究方法，对国内外许多学者在绩效考核方面的学术成就进 行了研究。阐述了绩效考核的定义，影响因素，功能，内容和常用的绩效考核方法。 这是全文研究的理论基石，没有任何研究可以离开前人的智力贡献。现实研究方面， 本文选择了 AR 旅游酒店作为研究对象，介绍 AR 旅游酒店概况及现行的绩效考核方 案，问卷和访谈大纲由自己设计和分发，调查结果作为证据总结了当前绩效考核方 案的不足之处。再次，基于平衡计分卡和关键绩效指标法思想，通过对酒店经营战 略的分析，按照四个维度得出考核指标并计算权重，设计了新的绩效考核方案，并 对绩效考核制度的实施和保障提出了合理的建议。 探索和优化适合 AR 旅游酒店的绩效考核系统，希望创造员工福利并实现酒店 的战略目标，这将使酒店和员工受益。 关键词，酒店；绩效考核；平衡计分卡；关键绩效指标法燕山大学工商管理硕士学位论文 - II - Abstract Performance appraisal can test the level of human resource management in a sensitive and accurate manner.More and more companies have realized the importance of a scientific and effective performance appraisal system. How can we establish such a high-quality performance appraisal system that is conducive to the development of enterprisesEach enterprise has unique practical conditions. Only by adapting to specific conditions can we obtain the most valuable performance appraisal system. Firstly, this paper studies the relevant academic achievements of many scholars on performance appraisal at home and abroad.It uses the literature research method to explain the definition, influencing factors，effects，contents and commonly used performance appraisal methods of performance appraisal. This is the theoretical cornerstone of the full text research, no study can leave the intellectual contribution of the predecessors. In terms of real research, this paper chooses AR Tourism Hotel as the research object, introduces the overview of this hotel and the current performance appraisal program, and designs and distributes the questionnaire and interview outline. Based on the results of the questionnaire and interview outline, the paper summarizes the shortcomings of the current performance appraisal program. Thirdly, based on the balanced scorecard and the key performance indicator method, through the analysis of the hotel business strategy, the assessment indicators are calculated according to the four dimensions and the weights are calculated, and a new performance evaluation plan is designed. At the same time, reasonable suggestions for the implementation and guarantee of the assessment system are proposed. By optimizing a performance appraisal system suitable for the development of AR Tourism Hotel, we hope to improve employee efficiency and achieve the strategic objectives of the hotel, which will benefit the hotel and employees. Keywords: hotel;performance appraisal;balanced scorecard;key performance indicator method目 录 - III - 目 录 摘要......................................................................................................................................I ABSTRACT......................................................................................................................... II 目 录...................................................................................................................................III 第 1 章 绪 论.......................................................................................................................1 1.1 研究背景及研究意义...............................................................................................1 1.1.1 研究背景.............................................................................................................1 1.1.2 研究意义.............................................................................................................2 1.2 国内外研究现状.......................................................................................................3 1.2.1 国外研究现状.....................................................................................................3 1.2.2 国内研究现状.....................................................................................................4 1.2.3 国内外研究评述.................................................................................................5 1.3 研究内容及研究方法...............................................................................................6 1.3.1 研究内容.............................................................................................................6 1.3.2 研究方法.............................................................................................................6 第 2 章 绩效考核相关理论及方法.....................................................................................7 2.1 绩效考核概述...........................................................................................................7 2.1.1 绩效考核的相关定义.........................................................................................7 2.1.2 绩效考核的作用.................................................................................................7 2.1.3 绩效考核的内容.................................................................................................8 2.2 绩效考核常用方法...................................................................................................9 2.2.1 目标管理法.........................................................................................................9 2.2.2 关键绩效指标法.................................................................................................9 2.2.3 360 度考核法.....................................................................................................10 2.2.4 平衡计分卡.......................................................................................................10 2.3 本章小结.................................................................................................................12 第 3 章 AR 旅游酒店绩效考核现状分析.........................................................................13 3.1AR 旅游酒店概况....................................................................................................13 3.1.1AR 旅游酒店基本情况......................................................................................13 3.1.2AR 旅游酒店组织结构......................................................................................14 3.1.3AR 旅游酒店员工概况......................................................................................14 3.2AR 旅游酒店现行绩效考核方法............................................................................15 3.3 酒店绩效考核调查分析.........................................................................................16燕山大学工商管理硕士学位论文 - IV - 3.4AR 旅游酒店绩效考核存在的问题........................................................................18 3.4.1 绩效考核目标与酒店发展战略脱节...............................................................18 3.4.2 绩效考核指标标准模糊...................................................................................18 3.4.3 绩效考核的结果不影响奖惩结果...................................................................19 3.5 绩效考核体系问题的原因.....................................................................................19 3.6 本章小结.................................................................................................................20 第 4 章 AR 旅游酒店绩效考核体系优化.........................................................................21 4.1 优化原则.................................................................................................................21 4.2 绩效考核体系指标优化模