GF银行客户服务中心绩效管理体系研究

发布时间：2018-05-26 18:43

本文选题：GF银行 + 客服中心　；参考：《华南理工大学》2012年硕士论文

【摘要】：随着知识经济的来临及全球经济的一体化，银行业服务体制改革要不断向纵深发展，同业间的竞争日趋激烈。作为一家中小型商业银行，GF银行客户服务中心在管理方面上临着巨大的挑战。从人力资源的开发和管理角度以及企业的战略管理需求上出发，建立一套科学的、符合实际和战略要求的绩效管理体系，具有十分重要的意义。绩效管理是人力资源管理的一个核心内容，它对于提高组织管理水平，完善激励机制，树立组织价值观，实现战略目标至关重要。本文从现代绩效管理理论入手，通过运用文献研究、深入访谈和问卷调查等研究方法，对GF银行客户服务中心的绩效管理制度进行了研究，回顾了其绩效管理的发展历程，并对其绩效管理现状作了分析，指出其存在的问题与不足。研究发现，GF银客服中心的绩效管理存在以下问题：（1）单位内部沟通协调机制不健全；（2）业务部门工作的绩效考核难度大；（3）基层员工的考核过于繁复。根据以上的问题，本研究提出以下解决问题的对策：健全GF银行客户服务中心绩效考核机制，（1）对业务职能部门应用30度考核方法；（2）对一线客服员工应用平衡计分法考核。本研究对GF银行客户服务中心划分不同系列应用不同考核方法的管理方式，对于客服部门今后建立完整的绩效管理体系有一定的启发意义，通过逐步完善绩效管理机制，不断提高员工的工作绩效，并最终促进组织绩效的不断提高，找到员工的个人职业生涯和企业发展的契合点，，从而达到双赢的效果，也为银行服务部门如何把国外先进的管理方法和管理工具正确引进到服务部门行业管理中去提供了一个模式和例证。
[Abstract]:With the advent of knowledge economy and the integration of the global economy, the banking service system reform should continue to develop in depth, and the competition between the banks is becoming increasingly fierce. As a small and medium-sized commercial bank, GF bank customer service center faces great challenges in management. It is of great significance to set up a set of scientific, practical and strategic performance management system from the point of view of human resources development and management and the strategic management needs of enterprises. Performance management is a core content of human resource management. It is very important to improve the level of organization management, perfect incentive mechanism, set up organizational values and achieve strategic goals. Based on the theory of modern performance management, this paper studies the performance management system of customer service center of GF bank by means of literature research, in-depth interview and questionnaire survey, and reviews the development of performance management. The present situation of performance management is analyzed, and the problems and shortcomings are pointed out. It is found that the following problems exist in the performance management of GF customer service center: 1) the internal communication coordination mechanism of the unit is not perfect. 2) the performance appraisal of the work of the business department is very difficult. 3) the appraisal of the basic level staff is too complicated. According to the above problems, this study puts forward the following countermeasures: perfecting the performance appraisal mechanism of customer service center of GF bank (1) applying the 30 degree assessment method to the business function department and applying the balanced score method to the front-line customer service staff. This research has certain enlightening significance to the GF bank customer service center division different series of application different appraisal method management way, for the customer service department to establish the complete performance management system in the future, through consummates the performance management mechanism step by step, Constantly improve the performance of employees, and ultimately promote the continuous improvement of organizational performance, to find the personal career of employees and the development of the enterprise, so as to achieve win-win results, It also provides a model and example for the banking service department to correctly introduce foreign advanced management methods and tools into the service sector management.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.2;F272.92

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