在市场经济的不断发展中，各行各业中竞争非常激烈，在当今市场经济的环 境影响之下，金融行业的竞争也愈演愈烈，在当今这个快速发展的时代，银行也 进行了一些改革制度完善自身希望完成转型，由于现在是信息化时代，所以对于 创新性人才是非常珍贵的，但是对于人才培养力度不足，导致在发展过程中一直 缺少人才，市场上也出现了非常多对于人才抢夺的案列，薪资水平是能否留住有 用人才的关键，必须将原有的薪资水平进行改革，同时，如果一个企业想要在金 融中站的住脚，就要注重公司内部的绩效管理工作，这项工作是公司管理运营的 核心，好的绩效管理能为企业留住人才，人才是企业发展的关键，不仅如此在银 行当中，公司柜员起着非常重要的作用，因为他是与客户进行直接接触的岗位， 银行想要发展的好，就要关注客户满意度，所以银行要加强对于人才的培养，使 其能够真正联系起与客户之间的关系提高客户满意度，并且要制定完善的绩效体 系，本文主要利用对于此项的研究来找到当前的在考核时的机制存在什么样的缺 点。借助平衡积分卡以及关键指标分析的方法来对考核的指标来研究分析，将J 分行作为研究对象，完善原有的考核体系，完善银行的工作过程。对该分行的此 项工作有参考意义，本文主要从五个方面进行研究，第一个部分主要讲绩效管理 体系的研究背景及为什么要研究该体系，还有该体系也产生了怎样的影响，在银 行管理当中该体系到底发挥怎样的作用。第二部分就是研究了绩效管理体系的具 体内容，分别提出绩效考核和绩效管理的概念，对概念进行区别分析，结合国内 外文献进行合理的分析研究。第三部分主要介绍了该银行的发展现状以及调查了 该公司公柜员的目前绩效管理现状，利用做调查问卷的方法来总结和分析J分行 在管理绩效时存在的一些不足。第四部分介绍了对公柜员绩效管理体系的设计原 则，从四个方面对对公柜员绩效管理体系进行重新设计。第五部分是绩效管理方 案的实施保障措施。从五个方面阐述了绩效管理方案的实施保障措施。 关键词：邮储银行；对公柜员；绩效管理 II Abstract Inthecontinuousdevelopmentofthemarketeconomy,thecompetitioninall walksoflifeisveryfierce.Undertheinfluenceoftoday'smarketeconomy environment,thecompetitioninthefinancialsectorhasalsobecomeincreasingly fierce.Intoday'sfast-developingera,thebankhasalsocarriedoutsomereforms,the systemhasbeenimproved,andithopestocompletethetransformation.Becauseitis nowaninformationage,soitisveryvaluableforinnovativetalents,butbecauseitis insufficientfortalenttraining,asaresult,therehasbeenashortageoftalentsinthe developmentprocess,andtherehavebeenmanycasesofcompetitionfortalentsinthe market.Thesalarylevelisthekeytoretainingusefultalents,andtheoriginalsalary levelmustbereformed,ifanenterprisewantstostandonitsfeetinfinance,thenit shouldpayattentiontotheinternalperformancemanagement,whichisthecoreofthe company'smanagementandoperation.Goodperformancemanagementcanretain talentsfortheenterprise,talentisthekeytobusinessdevelopmentnotonlyin banking,thecompanytellerplaysaveryimportantrolebecauseheisadirectcontact withcustomers,ifthebankwantstodevelopwell,thenpayattentiontoCustomer satisfaction,sobanksneedtostrengthentalentdevelopmentsothattheycantruly connectwiththeircustomers,Customersatisfactionsays.Andtheyneedtodevelop strongperformancesystems,thispapermainlyusestheresearchtofindoutwhatkind ofshortcomingsexistinthecurrentmechanismofassessment.Withthehelpofthe balancedscorecardandthemethodofkeyindicatorsanalysistostudytheassessment indicators,Jbranchastheresearchobject,improvetheoriginalassessmentsystem, improvethebank'sworkingprocess.Andeagertohavereferencesignificancetothis workofthebranch,thispapermainlystudiesfromfiveaspects.Thefirstpartmainly talksabouttheresearchbackgroundoftheperformancemanagementsystemandwhy tostudythesystem,andwhatimpactthesystemhashadonhowwellitfunctionsin themanagementofbanks.Thesecondpartistostudythespecificcontentofthe performancemanagementsystem,todistinguishperformanceappraisaland performancemanagement,andtostudyalltheworkflowofperformancemanagement, combineapartofdomesticandforeignliteraturetocarryonreasonableanalysisand research.ThethirdpartmainlyintroducestheDevelopmentStatusoftheBankand investigatesthepresentperformancemanagementofthecompany'scounterstaff,and usesthemethodofquestionnairetosummarizeandanalyzesomedeficienciesinthe managementperformanceofjbranch.Thefourthpartintroducesthedesignprinciple III oftheperformancemanagementsystemoftheofficialcounter,andredesignsthe performancemanagementsystemoftheofficialcounterfromfouraspects.Thefifth partistheimplementationofperformancemanagementmeasures.Thispaper expoundstheimplementationguaranteemeasuresoftheperformancemanagement schemefromfiveaspects. Keywords:postalsavingsbank;customermanager;performancemanagement IV 目录 1绪论............................................................................................................................7 1.1研究背景.........................................................................................................7 1.2研究意义.........................................................................................................8 1.3国内外研究综述..............................................................................................8 1.3.1国外研究综述.......................................................................................8 1.3.2国内研究综述.....................................................................................10 1.4研究思路、方法及创新点...........................................................................11 1.4.1研究思路.............................................................................................11 1.4.2研究方法.............................................................................................13 1.4.3创新点................................................................................................13 2相关理论和方法......................................................................................................14 2.1绩效管理相关概念.......................................................................................14 （1）绩效......................................................................................................14 （2）绩效考核..............................................................................................14 （3）绩效管理..............................................................................................15 2.2绩效管理的作用...........................................................................................15 2.3绩效管理的基本流程...................................................................................16 2.4绩效考核的工具...........................................................................................17 2.4.1目标管理法........................................................................................17 2.4.2平衡计分卡........................................................................................17 2.4.3KPI绩效考核法................................................................................18 2.4.4360°考核法......................................................................................18 3邮储银行J分行对公柜员绩效管理现状..............................................................19 3.1邮储银行基本情况简介...............................................................................19 3.2邮储银行对公柜员基本情况简介...............................................................20 3.3邮储银行对公柜员岗位评级.......................................................................20 3.4对公柜员月度绩效考核内容及方法...........................................................20 3.5邮储银行J分行公司业务对公柜员绩效管理现状调研...........................22 3.5.1问卷设计............................................................................................22 3.6邮储银行J分行对公柜员绩效管理存在的问题.......................................23 3.6.1绩效考核指标设计过于关注财务指标............................................23 3.6.2绩效管理过程中职责不清晰............................................................23 3.6.3绩效管理缺乏沟通............................................................................24 3.6.4考核结果运用不足............................................................................25 3.7邮储