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2020年ZY保险公司员工绩效管理方案优化设计DOC

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I 摘要 近二十年来,保险行业随着中国国内经济的迅猛增长,也迎来了快速发展的机会。 然而,随着市场的不断成熟,保险行业产品同质的现象十分严重,保险公司之间的竞 争已日趋白热化。在保险行业激烈的竞争环境中,如何提升服务质量,使得客户满意, 是保险企业竞争成败的关键因素。因此,如何在公司内部建立一套切实有效的现代化 绩效管理体系,从而充分调动员工的积极性,发掘员工的潜能,提升员工工作效能, 进而推动公司总体战略目标的实现,是现阶段各个财产险保险公司亟需解决的问题。 本文以战略管理、营销管理和绩效管理的基本理论为基础,运用问卷调查法,文 献资料法以及访谈法等多种研究方法,通过对 ZY 保险公司员工的绩效管理现有方案 进行分析,研究探讨了 ZY 保险公司在员工绩效管理过程中出现的不足,重点指出了 员工薪酬满意度偏低、绩效管理的认识不足、绩效考核指标不明确、考核过程不规范、 反馈体系不完善、考核结果运用不彻底等几个方面的问题,并分析了这些问题形成的 原因。在现代绩效管理的相关理论的指导下,对现有的 ZY 保险公司的员工绩效管理 方案从指导思想、体系设计考核标准、目标分解、建立沟通、绩效面谈和绩效管理的 评估等几个方面进行了探讨和研究。 针对 ZY 保险公司当前采用的绩效管理方案中存在的问题和纰漏,基于 ZY 保险 公司的经营情况以及公司未来的战略目标,结合对公司的调查研究,对 ZY 保险公司 现有员工绩效管理方案提出了优化意见,以 360 度绩效考核法和平衡记分卡理论为基 础,建立一个更加可行、合理的绩效管理解决方案。 关键词:财产保险公司;绩效管理;平衡计分卡;绩效评估;满意度山东理工大学硕士学位报告 ABSTRACT II ABSTRACT Over the past twenty years, with the rapid growth of China's domestic economy, the insurance industry also ushered in the rapid development of the opportunity. However, as the market continues to mature, the insurance industry product homogeneity is very serious, competition among insurers has intensified. In a highly competitive environment of insurance industry, how to improve the quality of service and customer satisfaction is the key to the success of the Insurance Enterprises factor. Therefore, at this stage all property insurance companies need to solve the problem of how to establish an effective in-house modern performance management system, in order to fully mobilize the enthusiasm of the staffs, to explore the potential of employees, to improve their performance, and thus promote the realization of the company's overall strategic objectives. In this paper, the basic theory of strategic management, marketing management and performance management as the foundation, I used various methods of questionnaire, literature and interviews, etc., through the analysis of ZY insurance company employee performance management of existing programs, to explore research ZY inadequate insurance companies appearing in the employee performance management process, and highlighted several important questions, such as the salary is low, lack of knowledge of performance management, performance assessment indicators are not clear, the appraisal process is not standardized, the feedback system is imperfect, do not use the examination results, and analyzed the causes of these problems formation. Under the guidance of the theory of modern performance management, I studied and explored the existing ZY insurance company employee performance management solutions from the guiding ideology, system design assessment criteria, target decomposition, performance management, the establishment of several aspects of communication and performance assessment interviews, etc. For the presence of ZY insurance company is currently using performance management program issues and flaws, based ZY insurance company's business operations and the company's future strategic objectives, combined with the company's investigation of ZY Insurance Company employees performance management program proposed optimization advice to 360-degree performance appraisal method and the balanced scorecard theory, the establishment of a more viable and reasonable performance management solutions. Key words: Property Insurance Company; Performance Management; Balanced Score Card; Performance Evaluation; Satisfaction山东理工大学硕士学位报告 目录 III 目 录 摘要 ....................................................................................................................................................I ABSTRACT.............................................................................................................................................. II 目 录 .................................................................................................................................................III 第一章 绪 论 ...................................................................................................................................1 1.1 研究背景与意义....................................................................................................................... 1 1.1.1 研究背景........................................................................................................................ 1 1.1.2 研究意义........................................................................................................................ 1 1.2 研究内容与研究方法............................................................................................................... 2 1.3 国内外研究水平和发展趋势................................................................................................... 4 1.3.1 国外有关绩效管理的文献综述.................................................................................... 4 1.3.2 国内有关绩效管理的文献综述.................................................................................... 6 1.3.3 国内外有关保险公司绩效管理的文献综述................................................................ 7 第二章 绩效管理相关理论综述............................................................................................................9 2.1 绩效管理相关概念................................................................................................................... 9 2.1.1 绩效 ............................................................................................................................... 9 2.1.2 绩效管理........................................................................................................................ 9 2.1.3 绩效管理体系.............................................................................................................. 10 2.2 绩效管理相关方法................................................................................................................. 10 2.2.1 目标管理...................................................................................................................... 10 2.2.2 关键绩效指标.............................................................................................................. 11 2.2.3 平衡记分卡.................................................................................................................. 12 2.2.4 360 度绩效评估法....................................................................................................... 12 第三章 ZY 保险公司员工绩效管理现状 ...........................................................................................14 3.1 ZY 保险公司概况 .................................................................................................................. 14 3.1.1 ZY 保险公司简介 ....................................................................................................... 14 3.1.2 ZY 保险公司组织架构 ............................................................................................... 14 3.1.3 ZY 保险公司人力资源管理现状 ............................................................................... 16 3.2 ZY 保险公司员工绩效管理原有方案分析 .......................................................................... 18 3.3 ZY 保险公司员工绩效管理现有方案存在的问题及问题评估........................................... 21 3.3.1 薪酬满意度方面存在的问题及问题评估.................................................................. 21 3.3.2 绩效管理认识方面存在的问题及问题评估.............................................................. 22 3.3.3 绩效考核指标方面存在的问题及问题评估.............................................................. 23 3.3.4 绩效考核过程方面存在的问题及问题评估.............................................................. 24 3.3.5 绩效反馈体系方面存在的问题及问题评估.............................................................. 25 3.3.6 考核结果运用方面存在的问题及问题评估.............................................................. 25 第四章 ZY 保险公司员工绩效管理方案的优化设计 .......................................................................27 4.1 ZY 保险公司员工绩效管理方案设计基础 .......................................................................... 27 4.2 ZY 保险公司员工绩效管理方案优化设计的指导思想....................................................... 28 4.3 ZY 保险公司员工绩效管理方案设计 .................................................................................. 29 4.3.1 绩效管理方案总体设计.............................................................................................. 29山东理工大学硕士学位报告 目录 IV 4.3.2 绩效管理方法的选择.................................................................................................. 29 4.3.3 绩效管理指标设计...................................................................................................... 30 4.4 ZY 保险公司员工绩效管理方案运作 .................................................................................. 31 4.4.1 考核执行标准.............................................................................................................. 31 4.4.2 绩效考核目标分解...................................................................................................... 36 4.4.3 持续绩效沟通的建立.................................................................................................. 37 4.4.4 绩效面谈...................................................................................................................... 38 4.4.5 绩效管理与员工职业发展.......................................................................................... 39 第五章 ZY 保险公司员工绩效管理优化方案的评估 .......................................................................40 5.1 企业绩效的变化..................................................................................................................... 40 5.2 满意度评估 ............................................................................................................................ 40 5.3 不足之处及改进方向............................................................................................................. 41