随着金融市场的变化和国内利率市场改革的深入，商业银行面临着前所未有的挑 战。商业银行客户经理是客户与银行之间的纽带，是银行最为重要的经营单位、最小的 经营主体，建立基于商业银行客户经理的激励机制将有助于提高商业银行的综合实力， 为商业银行创收奠定坚实的基础。本文以XA银行作为主要研究对象，在对该银行客户 经理绩效考核体系现状深入分析、找出其存在的问题并进行原因分析的基础上，提出优 化XA银行客户经理绩效考核的方案及实施保障。通过研究，主要得出以下结论： XA银行客户经理绩效考核存在的问题主要包括：绩效考核目标设置不合理、考核 指标设置缺乏科学性、考核方法缺乏针对性和考核结果的反馈和应用不充分。导致XA 银行客户经理绩效考核存在问题的原因主要包括：缺乏绩效文化、绩效考核体系不健全、 绩效考核保障体系不完善和信息技术落后等。基于建立绩效考核体系以提高组织绩效、 实现企业持续经营发展的需要，从建立绩效考核体系的基本流程、绩效考核计划与指标 体系构建、绩效考核过程控制、绩效考核与评价、绩效反馈、绩效结果与应用等方面进 行了研究，设立了一套适合XA银行客户经理的绩效考核体系。并从绩效文化、组织保 障、制度保障与技术保障等方面提出客户经理绩效考核顺利实施的保障措施。 优化后的绩效考核体系，能够成为加强客户经理团队建设的工具、提高个人绩效和 组织绩效的工具、成为业务运行的指挥棒。从而激励员工努力超额完成绩效目标，推进 企业战略落地。 关键词：客户经理；绩效考核；实施保障；XA银行； 研究类型：专题研究 ABSTRACT Inrecentyears,thepaceofmarket-orientedreformofinterestratesinChinahasbeen accelerating,posingnewchallengestothepricing,innovation,riskcontrolandfine-tuning managementcapabilitiesofcommercialbanks.Whetherthesmallestandmostimportant businessunitsandvaluecreatorsareperfectintheirmanagement,incentiveandassessment mechanismswilldirectlyaffectthecomprehensivecompetitivenessofcommercialbanks. ThispapertakesXAbankasthemainresearchobject,analyzesthecurrentsituationofthe bank'scustomermanagerperformanceevaluationsystem,findsoutitsexistingproblemsand analyzesthereasons,putsforwardtheoptimizationofxabank'scustomermanager performanceevaluationplanandimplementationguarantee.Thefollowingconclusions emergedfromthestudy: XAbankcustomermanagerperformanceevaluationproblemsmainlyinclude:lackof scientificevaluationindicatorsset,theaccuracyandtimelinessofassessmentisdifficultto guarantee,theassessmentmethodisnottargetedandthefeedbackandapplicationof assessmentresultsareinsufficient.Thereasonsfortheproblemsoftheperformance evaluationofthecustomermanagerofXAbankmainlyinclude:lackofperformanceculture, imperfectperformanceevaluationsystem,imperfectperformanceevaluationguarantee system,andbackwardinformationtechnology.Basedontheneedtoestablishaperformance appraisalsystemtoimproveorganizationalperformanceandrealizethecontinuous developmentofenterprises,Thispaperstudiesthebasicprocessofestablishingperformance appraisalsystem,theconstructionofperformanceappraisalplanandindexsystem,the controlofperformanceappraisalprocess,performanceappraisalandevaluation,performance feedback,performanceresultsandapplication.Aperformanceappraisalsystemsuitablefor BankofCommunicationscustomermanagershasbeenestablished.Andfromthe Subject：ResearchonperformanceAppraisalofcustomerManagers inXABank Specialty：MasterofBusinessAdministration Name：GaoJin（Signature） Instructor：ZhuChunyan（Signature） performanceculture,organizationalsecurity,institutionalsecurityandtechnicalsecurity,and otheraspectsofthecustomermanager'sperformanceassessmentoftheguaranteemeasures implementedsmoothly. Theoptimizedperformanceappraisalsystemcanbeatooltostrengthentheteam buildingofcustomermanagers,improveindividualperformanceandorganizational performance,andbecomeabatonforbusinessguidance.Inordertomotivateemployeesto exceedtheperformancetargets,promotetheenterprisestrategylanding. Keywords:Customermanager;Performanceappraisal;Implementationsafeguards;XA Bank; TypeofThesis:MonographicResearch 目录 I 目录 1引言.........................................................................................................................................1 1.1选题背景及研究意义..................................................................................................1 1.1.1选题背景...........................................................................................................1 1.1.2研究意义...........................................................................................................2 1.2国内外研究现状..........................................................................................................2 1.2.1国外研究现状...................................................................................................2 1.2.2国内研究现状...................................................................................................4 1.3研究内容与方法..........................................................................................................5 1.3.1研究内容...........................................................................................................5 1.3.2研究方法...........................................................................................................6 2相关概念和理论基础............................................................................................................8 2.1相关概念界定.............................................................................................................8 2.1.1绩效考核...........................................................................................................8 2.1.2客户经理绩效考核...........................................................................................8 2.2绩效考核方法.............................................................................................................9 2.2.1360度考核法....................................................................................................9 2.2.2关键绩效指标法............................................................................................10 2.2.3平衡计分卡....................................................................................................10 3XA银行客户经理绩效考核现状........................................................................................11 3.1XA银行简介及该行客户经理概况.........................................................................11 3.1.1XA银行简介..................................................................................................11 3.1.2人员结构及岗位配置情况............................................................................11 3.1.3客户经理队伍情况........................................................................................12 3.1.4客户经理的岗位职责....................................................................................12 3.2XA银行客户经理考核体系分析.............................................................................13 3.2.1考核内容.........................................................................................................13 3.2.2考核方法.........................................................................................................14 3.3XA银行客户经理绩效考核现状问卷调查.............................................................15 3.3.1问卷的设计.....................................................................................................15 3.3.2问卷的信效度检验.........................................................................................16 3.3.3问卷的发放回收.............................................................................................16 西安科技大学工商管理硕士学位论文 II 3.4XA银行客户经理绩效考核存在的问题.................................................................17 3.4.1绩效考核目标设置不合理.............................................................................18 3.4.2考核指标设置缺乏科学性.............................................................................19 3.4.3考核方法缺乏针对性.....................................................................................22 3.4.4考核结果的反馈和应用不充分.......................................................