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MBA毕业论文_农商银行客户经理绩效考核方案优化研究PDF

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I 摘要 绩效考核作为人力资源管理的重要职能之一,是维持企业内部管理体系高效运转, 实现企业战略目标所进行的一种管理行为。当前,国内商业银行快速发展,同业竞争 日益加剧,商业银行自身建立一套科学、合理、高效的绩效评价体系显得非常重要。 而客户经理作为商业银行绩效考核中的重要参与者,对其进行科学的绩效考核,不仅 能够起到很好的激励作用,也能为银行目标的实现提供重要保障。因此,本文以C农 商银行客户经理为研究对象,在现有绩效考核方案基础上进行分析和研究并提出改进 策略,有一定的现实针对性。 本人在C农商银行工作,对该行的绩效考核方案有一定的认识,结合在校期间学 习的相关理论知识,采用文献研究、调查研究、数据分析等方法,对C农商银行绩效 考核方案的现状进行分析,通过问卷调查发现原有绩效考核方案存在的问题,并提出 优化解决方案。具体来讲,首先使用平衡记分卡确定考核指标,解决原考核方案中只 考核财务指标的弊端;二是采用层次分析法确定考核指标权重,使考核指标权重更加 科学合理;第三是增加考核结果的反馈和利用,以考核结果面谈和申述机制来完善绩 效考核流程,增加对客户经理的培训和晋升来完善考核结果的运用;第四是在客户经 理绩效管理系统(PMS)中引入动态调整机制,以此解决客户经理绩效考核中客户归属 “一成不变”的问题。全文通过上述四个方面对C农商银行客户经理绩效考核原方案 进行优化,以期能够使客户经理更好的发挥其业务发展的作用。银行对客户经理的绩 效考核不仅要注重财务指标的定量考核,对客户满意度、内部流程和学习培训的考核 也应该占一定的权重。此外,绩效考核是多方参与的过程,让客户经理充分参与到考 核流程中才能实现考核主体与被考核者双赢的局面。 关键词:绩效考核;商业银行;客户经理 论文类型:企业诊断 西南科技大学硕士学位论文 II ABSTRACT Performanceappraisal,asoneoftheimportantfunctionsofhumanresource management,isakindofmanagementbehaviorthatiscarriedouttomaintaintheefficient operationoftheinternalmanagementsystemandachievethestrategicgoalsoftheenterprise. Atpresent,therapiddevelopmentofdomesticcommercialbanksandtheincreasing competitionintheindustryareveryimportantforcommercialbankstoestablishascientific, reasonableandefficientperformanceevaluationsystem.Asanimportantparticipantinthe performanceappraisalofcommercialbanks,theaccountmanager'sperformanceappraisalof sciencecannotonlyplayagoodincentiverole,butalsoprovideanimportantguaranteefor therealizationofbankgoals.Therefore,thispapertakestheCRuralCommercialBank accountmanagerastheresearchobject,anditisnecessaryandmeaningfultoanalyzeand researchonthebasisoftheexistingperformanceappraisalprogram. Ihaveacertainunderstandingoftheperformanceappraisalsystemthroughworkingin CRuralCommercialBank.Therefore,Iusetheliterature,research,dataanalysisandother methodstostudytheperformanceofC-agriculturalbank.Thestatusoftheassessmentis analyzedandresearched.Throughthequestionnairesurvey,theproblemsexistinginthe originalperformanceappraisalplanofC-CanadianBankarefound,andtheoptimalsolution isproposedfortheproblem.Specifically,thebalancescorecardisusedfirsttodeterminethe assessmentindicators,tosolvethedrawbacksoftheoriginalassessmentschemeonlyto assessthefinancialindicators;thesecondistousetheanalytichierarchyprocessto determinetheweightoftheassessmentindicators,sothattheassessmentindicatorsweights aremorescientificandreasonable;thethirdistoincreasetheassessmentresultsFeedback andutilization,theevaluationresultsinterviewandrepresentationmechanismtoimprovethe performanceappraisalprocess;Fourth,theintroductionofdynamicadjustmentmechanism inthecustomermanagerperformancemanagementsystem(PMS),inordertosolvethe customermanagerperformanceappraisalcustomer"unchanged"problem.Throughthe abovefouraspects,thepaperoptimizestheoriginalplanofperformanceappraisalofCRural CommercialBank'saccountmanager,inordertoenabletheaccountmanagertobetterplay itsroleinbusinessdevelopment.Thebank'sperformanceappraisalofaccountmanagers shouldnotonlyfocusonthequantitativeassessmentoffinancialindicators,butalsoonthe assessmentofcustomersatisfaction,internalprocessesandlearningandtraining.Inaddition, performanceappraisalisamulti-participationprocess,allowingaccountmanagerstofully participateintheappraisalprocessinordertoachieveawin-winsituationbetweenthe appraisalsubjectandtheappraiser. KeyWords:Performanceappraisal;Commercialbank;Accountmanager TypeOfThesis:Others 目录 III 目录 第1章绪论...........................................................................................................................1 1.1研究背景........................................................................................................................1 1.2研究意义........................................................................................................................1 1.3研究的内容及方法........................................................................................................1 1.3.1研究的内容..............................................................................................................1 1.3.2研究的方法..............................................................................................................2 1.4国内外研究概述............................................................................................................2 第2章相关概念与理论.........................................................................................................5 2.1概念界定........................................................................................................................5 2.1.1激励..........................................................................................................................5 2.1.2目标管理..................................................................................................................5 2.2绩效考核基本理论........................................................................................................5 2.2.1绩效与绩效考核......................................................................................................5 2.2.2绩效考核的原则......................................................................................................6 2.2.3绩效考核的目的和作用..........................................................................................6 2.2.4绩效考核的流程......................................................................................................7 2.2.5绩效考核的主要方法..............................................................................................7 第3章C农商银行客户经理绩效考核现状.......................................................................11 3.1C农商银行基本情况....................................................................................................11 3.1.1机构概要................................................................................................................11 3.1.2人力资源概况........................................................................................................11 3.2C农商银行战略目标....................................................................................................11 3.2.1市场定位................................................................................................................11 3.2.2业务发展................................................................................................................12 3.2.3人才管理................................................................................................................12 3.2.4风险控制................................................................................................................12 3.2.5信息技术................................................................................................................13 3.3C农商银行客户经理绩效考核方案...........................................................................13 3.3.1考核主体................................................................................................................13 3.3.2考核频率................................................................................................................13 3.3.3考核流程.....................................................................................