随着信息技术日益深化，“互联网+”全面渗入社会各领域，尤其是电子商务领域， 其高速发展时代可谓全面开启，市场竞争日渐白热化经营规模也与日俱增，基于“互联 网+”，逐渐形成以客户为中心的新型商业运营模式，在不断深化过程中，呈现出生态 化发展趋势，但是，电商公司要想在竞争激烈的市场环境中，安稳扎根，健康发展，首 先要筑牢公司发展的根基——有效的绩效管理体系。然而，从我国电商公司绩效管理考 核实施状况来看，普遍存在着绩效管理与公司发展战略目标脱节、结果应用成效不理想 等系列典型问题，这些障碍在社会快速发展的道路上逐渐凸显，更是成为电商公司发展 的桎梏，制约着公司持续、稳定、有效发展的脚步。为对此进行有效破题，将时下兴起 的，且实践效果最为显著的两种绩效管理方法新理念——平衡计分卡（BSC和关键绩效 指标法（KPI）进行深层次融合，基于公司战略优化杭州YK电商公司的绩效管理考核 体系。 本文选取杭州YK电商公司绩效管理体系为研究样本，从其绩效管理现状出发，详 细地对组织结构、部门职责以及人员构成进行解读，并对现行绩效管理体系的考核对象、 考核周期、考核指标、考核流程及考核结果应用等五方面作简要阐述，通过问卷调查和 访谈调查，统计并分析、梳理调查数据结果，结合对其现状的全面了解，从而归纳总结 出YK公司在绩效管理中所存的诸多问题，集中表现为绩效管理与公司发展战略目标脱 节、考核指标设计不合理、结果应用成效不理想等。基于对YK电商公司绩效管理现状 的全面了解和对出现问题的多角度、深层次发掘，在探查出与实际所存差距后，明确杭 州YK电商公司绩效管理体系优化的思路与原则，运用BSC+KPI，明确杭州YK公司发 展战略目标，明确战略主题，绘制战略地图，并重设关键绩效指标，筛选出合理科学的 指标，确定权重值，分解到部门和个人，进一步完善绩效考核机制，强化绩效沟通与反 馈，由此完成基于公司战略的杭州YK电商公司绩效管理体系优化。并将其绩效结果应 用到个人发展、薪酬奖金及绩效改进等方面。最后通过对培育公司价值观保障、多渠道 筹措资金保障及建立和完善制度保障等三方面的阐述，确保优化后的杭州YK电商公司 绩效管理体系良性运行。 关键词：电商，绩效管理，BSC，KPI 桂林理工大学硕士学位论文 IV Abstract Withthedeepeningofinformationtechnology,"internet+"haspenetratedintoallfields ofsociety,especiallythefieldofe-commerce.Theeraofitshigh-speeddevelopmentcanbe describedasanall-roundopening,andthescaleofitsoperationisalsoincreasingdaybyday, basedonthe"Internetplus",anewcustomer-centeredbusinessoperationmodelhas graduallybeenformed.Intheprocessofdeepening,itshowsanecologicaltrendof development.However,ife-commercecompanieswanttotakerootinacompetitivemarket environment,todevelophealthily,wemustfirstestablishthefoundationofthecompany's Developmentasaneffectiveperformancemanagementsystem.However,fromthe implementationofperformancemanagementassessmentinChina'se-commercecompanies, therearegenerallyaseriesoftypicalproblems,suchasthedisconnectionbetween performancemanagementandthecompany'sdevelopmentstrategicobjectives,andthe unsatisfactoryresultsofapplication,theseobstaclesintherapiddevelopmentofsociety graduallyhighlighttheroad,butalsobecometheshacklesofe-commercecompany development,restrictingthecompany'ssustainable,stableandeffectivedevelopment.Inorder toeffectivelysolvethisproblem,wewillintroducetherising,furthermore,thetwomost effectiveperformancemanagementmethods,namely,balancedscorecardandperformance indicator,aredeeplyintegratedtooptimizetheperformancemanagementevaluationsystem ofHangzhouYKe-commercecompanybasedoncorporatestrategy. ThispaperselectstheperformancemanagementsystemofHangzhouYke-commerce companyastheresearchsample,startingfromthepresentsituationofitsperformance management,explainstheorganizationalstructure,departmentresponsibilityandpersonnel compositionindetail,andthecurrentperformancemanagementsystemoftheassessment object,assessmentcycle,assessmentindicators,assessmentprocessandassessmentresultsof theapplicationoffiveaspectswerebrieflydescribed,throughquestionnairesurveyand interviewsurvey,statisticsandanalysis,cardingsurveydataresults,combinedwitha comprehensiveunderstandingofitscurrentsituation,thussummedupYKcompanyinthe performancemanagementofmanyproblems,theperformancemanagementisoutoflinewith thecompany'sdevelopmentstrategy,thedesignofevaluationindexisnotreasonable,andthe applicationresultisnotsatisfactory.Basedonthecomprehensiveunderstandingofthecurrent situationofperformancemanagementofYKe-commercecompanyandthemulti-angleand 桂林理工大学硕士学位论文 V deep-levelexcavationoftheproblemsappearing,andafterprobingoutthegapbetweenthe actualsituationandYKe-commercecompany,theideaandprincipleofoptimizing performancemanagementsystemofHangzhouYke-commercecompanyaremadeclear, usingBSC+KPI,makeclearthedevelopmentstrategictargetofHangzhouYKcompany, definethestrategictheme,drawthestrategicmap,andresettheperformanceindicator,select reasonableandscientificindicators,determinetheweightvalue,decomposetodepartments andindividuals,furtherimprovetheperformanceappraisalmechanism,strengthen performancecommunicationandfeedback,soastocompletethestrategy-basedperformance managementsystemofHangzhouYke-commercecompanyoptimization.Andits performanceresultsareappliedtopersonaldevelopment,compensationandbonuses, performanceimprovementandsoon.Finally,throughthecultivationofcorporatevalues, multi-channelfund-raisingsecurityandtheestablishmentandimprovementofsystemsecurity, toensurethattheoptimizedperformancemanagementsystemofHangzhouYke-commerce companyingoodoperation. Keywords:e-commerce,performancemanagement,BSC,KPI 桂林理工大学硕士学位论文 VI 目录 摘要...........................................................................................................................................................III 第1章绪论......................................................................................................................................................8 1.1研究背景.............................................................................................................................................8 1.2研究意义...........................................................................................................................................10 1.3国内外研究现状..............................................................................................................................10 1.3.1国外研究现状.......................................................................................................................10 1.3.2国内研究现状.......................................................................................................................11 1.3.3国内外研究现状评述...........................................................................................................12 1.4研究内容与方法..............................................................................................................................13 1.4.1研究内容................................................................................................................................13 1.4.2研究方法................................................................................................................................14 第2章本文研究的基础理论.......................................................................................................................16 2.1绩效管理理论...................................................................................................................................16 2.1.1绩效管理...............................................................................................................................16 2.1.2绩效管理的常用方法............................................................................................................16 2.2价值共创理论....................................................................................................................................18 2.3激励理论............................................................................................................................................19 第3章杭州YK电商公司绩效管理现状分析...........................................................................................21 3.1杭州YK电商公司简介................................................................