N百货公司业务人员绩效考核优化研究
研究生姓名：吴韵秋导师姓名：廖明岚学科专业：工商管理
研究方向：人力资源管理
年级：2020级
摘要
在我们日常生活消费当中，零售百货行业发挥着重要的作用。一直以来，零售业在
我国经济发展中处于至关重要的地位。随着经济社会的快速发展，互联网技术的不断成
熟，人们的生活方式正发生着巨大的改变。2020年以来突发的新冠疫情，给零售行业带
来重创，传统百货零售业在巨大的冲击下，销售不断下降，据中国百货商业协会统计，
2020年上半年限额以上零售业单位分业态销售中，百货业态销售下降23.6%。百货业态
为主的沪深A股43家上市公司中，营收同比下降44%，净利润下降77%。在零售百货行
业进行创新变革的战略转型的关键时刻，从事商品的开发、经营及管理的业务人员，发
挥着重要的作用。因此对于零售百货的业务人才的吸引与保留，建立相匹配的业务人员
的绩效考核，做好激励与发展则是重中之重。
研究发现，零售百货公司的绩效考核尤其是业务人员的绩效考核在考核指标的设定、
考核方法的运用、考核结果的激励性等方面存在一定的问题。已有的学术的研究显示，
学者们对绩效考核的研究在国有企业、高新技术产业、金融行业等行业较多，对零售百
货行业的关注较少，而针对零售百货行业业务人员的绩效考核研究就更少。
本文以N百货公司为研究对象，业务人员为研究主体，从优化绩效考核出发，结合
当前国内零售百货发展的社会背景，通过总结分析国内外关于企业员工绩效考核研究现
状，利用公平理论、期望理论和马斯洛需求理论相关理论以及关键绩效指标法、平衡计
分卡和360度绩效评估法相关绩效考核方法对N百货公司业务人员进行分析，通过问卷
调查及访谈的方式，对调查数据进行进一步的研究，对N百货公司业务人员绩效考核存
在的问题进行了分析，结合N百货公司发展的目标，提出了优化策略以及保障措施。
通过研究发现，N百货公司业务人员绩效考核存在的问题主要包括：绩效考核方向
与公司的发展战略不够匹配；绩效考核指标不够科学；绩效考核周期不够灵活；绩效考
核结果应用不够全面，绩效考核局限于物质的激励而缺乏职位晋升的关联以及个人能力
的提升。而产生这些问题的原因包括绩效考核不能跟上公司战略发展的步伐，公司对员
工发展不够重视、绩效考核缺乏保障体系以及绩效考核缺乏前瞻性。针对以上问题，根
据N百货公司的战略目标、公平公正公开有效激励的原则、正确性与科学性的原则以及
反馈与提升的原则，对于绩效考核指标进行了优化，通过参考国内同业零售百货公司对
于业务人员绩效考核指标体系的基础上，综合参考KPI关键绩效指标法和平衡计分法等
I
多种考核方法，优化了绩效考核指标，并利用层次分析法的方法确定业务人员绩效考核
指标权重，优化绩效考核周期设计以及绩效考核指标结果应用，包括区分不同的考核类
型、科学设置考核指标；绩效考核周期的合理设定，及时奖励激励；组织绩效和个人绩
效有效结合，考核结果应用的优化设计。最后提出绩效考核实施的保障措施，在运行环
境保障、制度保障以及资金保障上不断加强，进一步完善绩效考核。
关键词：零售百货；业务人员；绩效考核
II
Research on the Optimization of Performance Appraisal of Business
Personnel in N Department Store
Postgraduate Name: YunQiu Wu
Tutor Name: MingLan Liao
Discipline Major: BusinessAdministration
Research Direction: Human Resource Management
Grade: 2020
Abstract
In our daily consumption, the retail department store industry plays an important role.
The retail industry has always played a vital role in my country's economic development.
With the rapid development of economy and society and the continuous maturity of Internet
technology, people's lifestyles are undergoing tremendous changes. The outbreak of the new
crown epidemic since 2020 has brought heavy losses to the retail industry. Under the huge
impact of the traditional department store retail industry, sales have continued to decline.
According to the statistics of the China Department Store Business Association, in the first
half of 2020, retail units above designated size were on sale by format. , department store
sales fell 23.6%. Among the 43 A-share listed companies in Shanghai and Shenzhen, which
are mainly in the department store format, revenue fell by 44% year-on-year, and net profit
fell by 77%. At the critical moment of the strategic transformation of the retail department
store industry's innovation andtransformation, business personnel engaged in product
development, operation and management play an important role. Therefore, for the attraction
and retention of business talents in retail department stores, establishing a performance
appraisal system that matches business personnel, and doing a good job in incentive and
development are the top priorities.
The study found that the performance appraisal of retail department stores, especially the
business There are certain problems in the performance appraisal of personnel in the setting of
appraisal indicators, the application of appraisal methods, and the motivation of appraisal
results. Existing academic research shows that scholars have conducted more research on
performance appraisal in industries such as state-owned enterprises, high-tech industries, and
financial industries, and paid less attention to the retail department store industry. even less.
This paper takes N retail department store as the research object and the business
III