单位代码： 10293 密级：
专业学位硕士论文
论文题目： 精益视角下的 CR 物业公司基层员工
绩效管理优化研究
学 号 1319115729
姓 名李 慧
导 师刘 宁
专业学位类别 工商管理硕士
类申请型非全日制
专申业请（领域） 工商管理
论文提交日期2022 年 4 月 25 日 Research on the optimization of Performance Management
of CR property company at the grass-roots level under Lean Perspective
Thesis Submitted to Nanjing University of Posts and
Telecommunications for the Degree of
Master of Business Administration
By
Hui Li
Supervisor: Prof. Liu
April 25, 2022摘要
随着社会的进步、民众生活水平的改善，物业管理已发展成为与经济社会发展、人民生
活工作息息相关的朝阳行业，竞争也日益激烈。物业管理的主体物业服务公司以高强度、高
密度、全天候的服务模式呈现，这种管理模式对物业服务从业人员提出了较高的要求。物业
公司中绝大多数是服务在一线的基层员工，占比百分之八十以上，基层员工的服务水平直接
体现了物业公司的整体水平。怎样进行基层员工管理，提升工作绩效、能力和产出是重点关
键。绩效管理作为一种有效的人力资源管控手段，一旦进行合理使用，就能够大大提升基层
员工的工作绩效、增加工作产出，从而提高物业公司服务业主的经营管理水平，进而增强物
业公司在市场上的综合竞争力。
本文以 CR 物业公司基层员工为研究对象，对公司的绩效现状进行调研分析，发现目前
公司在绩效管理中面临的问题。通过精益改善工具 PDCA 循环应用到绩效管理的各个环节，
梳理出 CR 物业公司绩效管理需要优化的内容，具体包括：在计划环节，对公司战略、部门
绩效指标进行分析，明确个人绩效指标与公司、部门指标的关系，由上下级共同确认个人绩
效计划；在绩效考核环节，结合不同岗位基层员工的工作特点设定不同的绩效考核指标，使
考核更具有针对性和可行性，考核结果需要进行强排，明确考核等级，达到激励作用；在绩
效辅导与反馈环节，阐述绩效沟通与辅导的步骤、方法、渠道，设计绩效面谈的表格跟踪沟
通过程，绩效考核后明确反馈方式，让员工清楚自己的差距所在；在应用及改进环节，阐明
员工不同考核结果对应的应用场景，明确绩效改进的步骤，并对绩效申述制度进行补充，完
善绩效管理的整个流程。希望通过对CR 物业公司绩效管理的优化，能够实现基层员工绩效
管理水平的提高，进而改进公司的经营效率，最终实现物业公司管理水平的进一步提升。
关键词: 绩效管理，精益 ，物业，基层员工 ，PDCA 循环
IAbstract
With the progress of society and the improvement of people;s living standards, property
management has developed into a sunrise industry closely related to economic and social
development and people;s lives and work, and the competition is becoming increasingly fierce. The
main property service company of property management presents itself in a high-intensity,
high-density, all-weather service model, which puts forward higher requirements for property
service practitioners. The vast majority of property companies are grass-roots employees serving in
the front line, accounting for more than 80%, and the service level of grass-roots employees directly
reflects the overall level of property companies. How to manage grass-roots employees and improve
work performance, ability and output is the key point. As an effective means of human resources
control, once it is used rationally, performance management can greatly improve the work
performance of grass-roots employees and increase work output, thereby improving the operation
and management level of property companies serving owners, and thus enhancing the
comprehensive competitiveness of property companies in the market.
In this paper, the grass-roots employees of CR property companies are used as the research
object, and the current performance status of the company is investigated and analyzed, and the
problems faced by the company in performance management are found. Through the lean
improvement tool PDCA, it is applied to all aspects of performance management in a circular
manner, and the content that needs to be optimized for performance management of CR property
companies is sorted out, including specifically ： In the planning link, the company;s strategy,
department performance indicators analysis, clear personal performance indicators and the company,
department indicators of the relationship, by the superior and subordinate joint confirmation of
personal performance plan; in the performance appraisal link, combined with the work
characteristics of grass-roots employees in different positions to set different performance appraisal
indicators, so that the assessment is more targeted and feasible, the assessment results need to be
strongly arranged, clear assessment levels, to achieve incentive effect; in the performance
counseling and feedback link, elaborate the steps, methods, channels of performance
communication and counseling, Design the performance interview form to track the communication
process, clarify the feedback method after the performance appraisal, so that employees know
IIwhere their gaps are; in the application and improvement links, clarify the application scenarios
corresponding to the different assessment results of employees, clarify the steps of performance
improvement, and supplement the performance declaration system to improve the entire process of
performance management. It is hoped that through the optimization of the performance
management of CR property companies, the performance management level of grass-roots
employees can be improved, the company;s operating efficiency can be improved, and the
management level of the property company can be further improved.
Key words: Performance management, Lean management, Property services, Grass-roots employees,
PDCA cycle
III