：天然气公司作为关系到国计民生的服务性企业，其服务质量 关系到千家万户的生活质量提升，因此，不同于一般企业，对于天然 气公司的绩效考核，其侧重点不仅要考核员工的业务能力，更要考核 其服务能力，行业的特殊性增加了绩效考核的难度和复杂性，如何提 高天然气公司员工的绩效考核效率，具有很强的必要性。本文以衡阳 市天然气公司员工绩效考核为研究对象，试图在其绩效考核现状的基 础上发现问题并予以优化。 本文以衡阳市天然气公司员工绩效考核为研究对象，分析其考核 现状和问题，并提出完善措施。首先，在文献评阅的基础上，得出本 文的研究背景和研究意义，为本文的立论提供基本的依据。其次，本 文简要介绍了绩效考核的相关概念和理论方法，尤其是详细介绍了平 衡记分卡的概念、内涵、维度、优缺点以及衡阳市天然气公司使用平 衡记分卡绩效考核的可行性分析。在理论分析的基础上，本文运用问 卷调查以及访谈的方式搜集数据，了解衡阳天然气公司员工绩效考核 的流程、方式、指标、周期、结果运用等现状并在此基础上对衡阳市 天然气公司员工绩效考核存在的问题进行分析。在掌握了衡阳市天然 气公司员工绩效考核现状和存在问题的基础上，本文提出针对性的优 化措施，包括考核指标体系完善、绩效评价体系完善、加强绩效沟通、 强化绩效考核结果应用等方面。最后，简要总结本文的研究内容。 通过本文的研究，为衡阳天然气公司员工绩效考核优化改革提供 II 指导，也为其它相关企业的绩效考核实践提供一定的借鉴。 关键词：衡阳天然气公司；绩效考核；平衡记分卡 III RESEARCHONPERFORMANCEAPPRAISALOF EMPLOYEESINHENGYANGNATURALGAS COMPANY LiHaian(BusinessAdministrationMajor) DirectedbyXiaoDongsheng Abstract:Asaserviceenterpriserelatedtonationaleconomyand people'slivelihood,itsservicequalityisrelatedtotheimprovementofthe qualityoflifeofmillionsofhouseholds.Therefore,unlikeordinary enterprises,theperformanceevaluationofnaturalgascompaniesis different.Thekeypointisnotonlytoassessthestaff'sbusinessability, butalsotoassesstheirserviceability.Theparticularityoftheindustry increasesthedifficultyandcomplexityofperformanceappraisal.Howto improvetheefficiencyofperformanceappraisalofemployeesinnatural gascompaniesisofgreatnecessity.Thispapertakestheperformance appraisalofHengyangNaturalGasCompanyastheresearchobject, tryingtofindouttheproblemsandoptimizethemonthebasisofthe currentsituationofperformanceappraisal. ThispapertakesHengyangnaturalgascompany'semployee performanceappraisalastheresearchobject,analyzesitscurrentsituation andproblems,andputsforwardtheimprovementmeasures.Firstofall, IV onthebasisofliteraturereview,wegettheresearchbackgroundand significanceofthispaper,whichprovidesthebasicbasisforthispaper. Secondly,thispaperbrieflyintroducestherelatedconceptsand theoreticalmethodsofperformanceappraisal,especiallytheconcept, connotation,dimensions,advantagesanddisadvantagesofthebalanced scorecard,andthefeasibilityanalysisofHengyangnaturalgascompany usingtheBalancedScorecardperformanceappraisal.Onthebasisof theoreticalanalysis,thispaperusesquestionnairesurveyandinterviewto collectdata,tounderstandthecurrentsituationofHengyangnaturalgas company'semployeeperformanceappraisalprocess,method,index,cycle andresultapplication,andonthisbasis,analyzestheexistingproblemsof Hengyangnaturalgascompany'semployeeperformanceappraisal.On thebasisofmasteringthecurrentsituationandexistingproblemsof Hengyangnaturalgascompanyemployees'performanceappraisal,this paperputsforwardtargetedoptimizationmeasures,Includingthe improvementofevaluationindexsystem,performanceevaluationsystem, strengtheningperformancecommunication,strengtheningtheapplication ofperformanceevaluationresultsandsoon.Finally,theresearchcontent ofthispaperisbrieflysummarized. Throughthisstudy,itcanprovideguidanceforHengyangNatural GasCompany'sperformanceappraisaloptimizationreform,andalso providesomereferenceforotherrelatedenterprises'performance V appraisalpractice. Keywords:HengyangNaturalGasCompany;PerformanceAppraisal; BalancedScorecard VII 目录 摘要..............................................................................................................I Abstract......................................................................................................III 第1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............................................................................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...................................................................3 1.2.3文献评述............................................................................4 1.3研究思路与方法.........................................................................5 1.3.1研究思路............................................................................5 1.3.2研究方法............................................................................6 1.4研究内容......................................................................................7 1.5本章小结......................................................................................7 第2章相关理论概述.............................................................................9 2.1绩效管理相关理论概述...............................................................9 2.1.1绩效管理的概念...............................................................9 2.1.2绩效管理的内容.............................................................10 VIII 2.1.3绩效考核的作用.............................................................10 2.2绩效考核的常用方法.................................................................11 2.2.1目标管理法（MBO）....................................................11 2.2.2企业关键绩效指标法（KPI）.......................................11 2.2.3360度绩效评估法..........................................................12 2.2.4平衡计分卡评估法.........................................................13 2.3平衡计分卡在衡阳市天然气公司实施的必要性...................14 2.3.1有助于完善衡阳市天然气公司的绩效考核体系.........14 2.3.2有助于加强衡阳市天然气公司的内部管理.................15 2.3.3有助于完善衡阳市天然气公司的内部流程.................15 2.3.4有助于提升衡阳市天然气公司内部员工综合素质.....16 2.4衡阳市天然气公司应用平衡计分卡的可行性分析...............16 2.4.1衡阳市天然气公司应用平衡记分卡的优势分析.........16 2.4.2衡阳市天然气公司应用平衡计分卡的局限性.............17 2.5本章小结....................................................................................18 第3章衡阳市天然气公司员工绩效考核现状及调查......................19 3.1衡阳市天然气公司概况...........................................................19 3.1.1公司简介..........................................................................19 3.1.2公司经营现状.................................................................19 3.1.3公司财务现状.................................................................20 3.2衡阳市天然气公司员工绩效考核现状...................................20 3.2.1衡阳市天然气公司员工概况.........................................20 IX 3.2.2衡阳市天然气公司员工绩效考核内容.........................22 3.3绩效考核问卷调查...................................................................26 3.3.1调查问卷的编制.............................................................26 3.3.2数据的信度与效度分析.................................................27 3.3.3问卷分析..........................................................................28 3.4本章小结....................................................................................36 第4章衡阳市天然气公司员工绩效考核问题及原因分析..............37 4.1衡阳市天然气公司员工绩效考核存在的问题.......................37 4.1.1公司绩效管理指标构建不科学.....................................37 4.1.2绩效考核评价体系有待完善.........................................37 4.1.3绩效考核反馈沟通程度不够............