客服助理績(jī)效考核存在的問題及對(duì)策研究
——以xx公司為例

19000字

摘要 隨著經(jīng)濟(jì)全球化的發(fā)展，企業(yè)間的競(jìng)爭(zhēng)也愈加激烈。而企業(yè)間的競(jìng)爭(zhēng)歸根到底是人才的競(jìng)爭(zhēng)，也是企業(yè)人力資源管理水平的競(jìng)爭(zhēng)。而績(jī)效考核作為人力資源管理是核心，對(duì)激勵(lì)員工工作熱情和實(shí)現(xiàn)企業(yè)長(zhǎng)遠(yuǎn)發(fā)展具有至關(guān)重要的作用。所以，企業(yè)必須為自己建立一套高效的績(jī)效考制度。而績(jī)效考核機(jī)制是一個(gè)系統(tǒng)的、動(dòng)態(tài)的管理過程。企業(yè)要實(shí)施績(jī)效考核機(jī)制，就必須根據(jù)企業(yè)自身情況，深刻認(rèn)識(shí)企業(yè)在績(jī)效考核機(jī)制方面存在的問題，上至高層領(lǐng)導(dǎo)，下至基層員工都要從觀念進(jìn)行徹底改變，對(duì)績(jī)效考核機(jī)制有一個(gè)系統(tǒng)的、全面的認(rèn)識(shí)。只有這樣企業(yè)才能夠在復(fù)雜激烈的市場(chǎng)競(jìng)爭(zhēng)中得以生存和發(fā)展。
本文以慈溪碧桂園公司的客服助理人員作為研究對(duì)象，同時(shí)運(yùn)用了文獻(xiàn)資料法和案例研究法。在相關(guān)績(jī)效考核研究的基礎(chǔ)上，詳細(xì)介紹了碧桂園公司的基本情況和客服助理績(jī)效考核現(xiàn)狀。結(jié)合筆者在碧桂園公司的實(shí)習(xí)經(jīng)歷，分析和研究了客服助理績(jī)效考核制度中存在的問題和原因，并結(jié)合筆者自身的知識(shí)，為其提供了相應(yīng)的解決意見和對(duì)策。

關(guān)鍵詞 客服助理 績(jī)效考核 績(jī)效管理


Research on the problems and the measures existing in the performance appraisal of the customer service assistant
——the CiXi country garden company for example
Abstract With the development of economic globalization, the competition between enterprises is increasingly fierce.Competition among enterprises is not only the talent competition, but also the level of human resource management. Performance appraisal is the core of the human resource management ,and it have a vital role on motivating employees and achieving the long-term development of enterprises. Therefore, enterprises must establish a high-performance test systems for their own.Performance appraisal system is a system, dynamic management process. In order to implement the performance appraisal system, enterprises must be based on their own circumstances to have a profound understanding of the enterprise in terms of performance appraisal mechanism problems.
Taking cixi country garden of the company's customer service support staff as the research object,while the use of the literature and case study method.On the basis of the relevant performance eva luation studies, detailing the basic situation of the company and the customer service assistant Garden status of performance appraisal. Combining with the experience in country garden company internship ,author analysis and research on the problems existing in the performance appraisal system of customer service assistant and reason, and combined with the author's own knowledge, to provide the corresponding suggestions and countermeasures.

Keyword Customer Service Assistant Performance appraisal Performance management




目 錄
第一章 概論 1
1.1 研究背景及概念界定 1
1.1.1 研究背景 1
1.1.2 概念界定 2
1.2 研究意義 2
1.3 研究?jī)?nèi)容 3
1.4 研究思路及方法 3
1.5 研究的不足 4
第二章 理論綜述 4
2.1 國內(nèi)研究現(xiàn)狀 4
2.2 國外研究現(xiàn)狀 8
第三章 碧桂園公司客服助理績(jī)效考核現(xiàn)狀分析 10
3.1 碧桂園公司簡(jiǎn)介 10
3.2 碧桂園公司客服助理績(jī)效考核現(xiàn)狀 11
3.3 碧桂園公司客服助理績(jī)效考核存在的問題 13
3.3.1 績(jī)效考核的過程形式化 14
3.3.2 績(jī)效考核角度單一 14
3.3.3 考核者的主觀隨意性較大 15
3.3.4 被考核者對(duì)于績(jī)效考核缺乏認(rèn)識(shí) 16
3.3.5 績(jī)效考核制度的激勵(lì)性不強(qiáng) 17
3.4 碧桂園公司客服助理績(jī)效考核存在問題的原因分析 18
3.4.1 組織執(zhí)行力度不夠，領(lǐng)導(dǎo)者不夠重視 18
3.4.2 績(jī)效考核目的認(rèn)識(shí)不清 18
3.4.3 考核人員的專業(yè)素質(zhì)整體不高 19
3.4.4 績(jī)效考核結(jié)果與獎(jiǎng)懲不對(duì)等 19
第四章 碧桂園公司客服助理績(jī)效考核問題的對(duì)策 20
4.1 建立檢查小組制度 20
4.2 建立360度績(jī)效考核法 21
4.3 建立針對(duì)被考核者和考核者的員工培訓(xùn)制度 21
4.4 完善激勵(lì)與獎(jiǎng)懲制度 22
結(jié)束語 23
參考文獻(xiàn) 24