学位论文原创性声明
本人所提交的学位论文《大众驾校教练员绩效管理优化研究》，是在导师的指导下，
独立进行研究工作所取得的原创性成果。除文中已经注明引用的内容外，本论文不包含
任何其他个人或集体已经发表或撰写过的研究成果。对本文的研究做出重要贡献的个人
和集体，均已在文中标明。
本声明的法律后果由本人承担。
论文作者（签名）：
指导教师确认（签名）：
2022年 05月 10日
2022年 05月 10日
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存、汇编学位论文。
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论文作者（签名）：
指导教师（签名）：
2022年 05月 10日
2022年 05月 10日

摘要
随着我国经济高速发展和居民物质生活不断提升，我国私家车数量逐年增长。但是
随着我国汽车行业的繁荣发展，道路安全问题日益严重，其中驾驶员不具备应对道路突
发事件的能力是导致道路安全问题的主要原因，从侧面映射出现有驾驶员培训制度已不
能很好的满足驾驶员在日益复杂拥堵的城市道路上安全行车的需求。教练员的素质直接
关系到学员驾驶技术的学习，因此提高驾校教练员的执业责任感、教学水平和服务意识
迫在眉睫。
本文以大众驾校为研究样本，以目标设置、目标管理和成就激励理论为基础，摒弃
仅将合格率作为绩效管理唯一衡量指标的绩效考核评价体系，设计出重服务能力和客户
满意度提升的绩效管理体系。首先通过对大众驾校管理者的深度访谈明确大众驾校战略
目标，运用平衡计分卡对大众驾校战略目标进行层层分解，确定绩效考核一级指标；其
次通过对教练员的问卷调查深入分析教练员绩效管理现状，并结合教练员业务特点和岗
位职责，采用KPI方法确定大众驾校教练员的绩效考核二级指标；最后运用层次分析法
对各评价指标权重重新进行设计。同时，摒弃将绩效考核结果仅应用于薪酬发放的传统
绩效管理方式，增强绩效考核结果的应用，从而激发教练员潜力，提升教练员服务意识，
从根本上解决大众驾校绩效管理无效问题。
最后了保障优化的绩效管理方式可顺利实施，绩效管理体系发挥作用，分别从权力、
组织、制度、体系、文化五个方面提出了保障措施，从而提高教练员服务意识和工作积
极性，进而提升大众驾校知名度，助力公司战略目标达成。
关键词：大众驾校；平衡计分卡；KPI；绩效考核
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Abstract
With the growth of China's economic development and the continuous improvement of
people's material life, the number of private cars in China is increasing year by year. However,
with the prosperity and development of China's automobile industry, road safety problems are
becoming increasingly serious. Drivers do not have the ability to deal with road emergencies,
so the existing driver training system cannot meet the needs of drivers in the increasingly
complex and congested urban road safety. The quality of coaches is directly related to the
learning of driving skills. Therefore, it is urgent to improve the sense of professional
responsibility, teaching level and service consciousness of driving school coaches.
Taking Volkswagen driving school as the research sample, this paper deeply analyzes
the current situation of coach performance appraisal and excavates the existing problems
through in-depth interviews with Volkswagen driving school managers and questionnaire
survey of coaches. Based on the theory of goal setting, goal management and achievement
incentive, the balanced scorecard is used to decompose the strategic objectives of
Volkswagen driving school layer by layer, and the KPI method is used to optimize the
performance evaluation indicators of Volkswagen driving school coaches in combination with
the coach's business characteristics and post responsibilities, and the analytic hierarchy
process is used to redesign the index weight, At the same time, it also optimizes the
application of performance appraisal results, designs a performance appraisal system focusing
on service ability and improving customer satisfaction, and jumps out of the traditional
performance appraisal method that only takes the qualification rate as the measurement index,
applies the performance appraisal results and salary payment, which enhances the application
of performance appraisal results and improves the problems of the original performance
appraisal system, Improve the level of performance management, so as to stimulate the
potential of coaches, improve the service awareness of coaches, and fundamentally solve the
problem of putting the performance evaluation of mass driving schools on the shelf.
Finally, in order to ensure the smooth implementation of the optimized performance
appraisal management mode, safeguard measures are put forward from five different angles
of power, organization, system, system and culture to ensure that the performance appraisal
system can be truly implemented, so as to improve the service awareness and work
enthusiasm of coaches, improve the popularity of mass driving schools and help the company
achieve its strategic objectives.
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