第1章 绪论 ························································································· 1 1.1 研究背景和意义 ········································································· 1 1.1.1 研究背景 ·············································································· 1 1.1.2 研究意义 ·············································································· 2 1.2 研究内容与结构 ········································································· 3 1.3 研究方法与思路 ········································································· 4 1.3.1 研究方法 ·············································································· 4 1.3.2 研究思路 ·············································································· 5 第2章 相关理论与方法 ······································································ 6 2.1 相关理论支撑 ············································································· 6 2.1.1 绩效管理与评价 ·································································· 6 2.1.2 绩效薪酬和经济性奖励 ······················································ 8 2.1.3 激励理论 ·············································································· 9 2.2 绩效考核方法 ··········································································· 12 2.2.1 关键绩效指标法（KPI） ·················································· 12 2.2.2 目标管理法（MBO） ······················································· 13 2.2.3 平衡计分卡（BSC） ························································· 14 2.2.4 360度全方位绩效考评法 ················································· 15 2.2.5 目标与关键成果法（OKR） ············································ 15 第3章 工商银行CC分行客户经理绩效考核现状和问题 ·············· 17 3.1 工商银行CC分行发展情况 ···················································· 17 3.1.1 基本情况概述 ···································································· 17 3.1.2 机构组织框架 ···································································· 18 VIII 3.2 CC分行客户经理绩效考核现状分析 ····································· 20 3.2.1 CC分行的公司客户经理岗位职责和现状 ······················· 20 3.2.2 具体考核办法 ···································································· 24 3.2.3 考核结果应用 ···································································· 28 3.3 存在的问题 ·············································································· 29 3.3.1 体制机制不适应现在的市场环境 ····································· 29 3.3.2 绩效考核无整体规划 ························································ 31 3.3.3 绩效考核方式和基础不牢靠 ············································ 31 3.3.4 绩效考核指标框架不明确 ················································ 31 3.3.5 考核激励效果不明显 ························································ 32 第4章 CC分行的公司客户经理绩效考核优化方案 ····················· 33 4.1 优化的原则 ·············································································· 33 4.1.1 公平合理 ············································································ 33 4.1.2 目标导向 ············································································ 33 4.1.3 综合全面 ············································································ 34 4.1.4 分层分类 ············································································ 34 4.2 优化的思路和步骤 ··································································· 34 4.3 优化考核方案 ··········································································· 35 4.3.1 确定考核对象 ···································································· 35 4.3.2 定岗定编定责 ···································································· 36 4.3.3 明晰指标框架 ···································································· 36 4.3.4 分层分类管理 ···································································· 38 4.3.5 定期集中考核 ···································································· 39 4.3.6 完善考核机制 ···································································· 40 4.4 绩效考核结果应用和反馈机制优化 ········································ 40 IX 4.4.1 薪酬与晋升 ········································································ 40 4.4.2 能力提升 ············································································ 41 4.4.3 反馈与改进 ········································································ 41 第5章 实施对策与保障机制 ···························································· 43 5.1 方案实施对策 ································