泉州供电公司客户服务人员绩效管理的研究

发布时间：2018-04-05 16:29

本文选题：泉州供电公司　切入点：客户服务人员　出处：《华侨大学》2015年硕士论文

【摘要】：目前我国正在深化电力体制改革、促进电力发展,这使得我国电力市场在供应和需求等方面发生转换,许多地区原本是供不应求的卖方市场,随着改革也逐渐沦为买方市场。现如今,国家为了打破原先电力企业垄断的局面,大力开发和利用天然气、石油、风能、光伏等能源,未来将形成多种能源、多家企业共同争霸的市场竞争态势。面对这样的市场竞争环境,电力企业必须对原有的相关制度和管理进行改革。而怎样才能为广大电力客户提供更优质的服务,已经成为基层供电单位面对的机遇与挑战。笔者作为泉州供电公司营销服务管理人员,拟用绩效管理的思想对泉州供电公司营销服务人员的绩效管理体系进行重新设计,激发员工潜能,创造更高绩效,以实现公司优质服务目标,因此,本人就选定泉州供电公司客户服务人员绩效管理的研究这个课题作为选题。本文的思路在阅读和学习绩效管理有关文献资料的基础之上,对泉州供电公司客户服务人员,结合具体供电企业绩效管理现状,采用的分析和研究方法,为绩效管理提供科学依据,最终提出客户服务人员绩效管理的优化对策和建议。通过文献法和问卷法研究指出泉州供电公司客户服务人员绩效考核的主要问题在于考核指标不够具体,泉州供电公司绩效考核流程存在的问题,绩效考核的激励效果不明显,绩效考核结果应用不足,绩效考核的反馈不及时,对此本文明确了绩效考核的思路和原则后分别进行了绩效考核组织设计、绩效管理执行机构、绩效考核内容设计、绩效管理过程设计、绩效管理工具设计。提出根据泉州供电公司目前的发展情况,本文针对其绩效考核机制所存在的问题,既需要对其指标机制进行优化整改,还需要在实施中成立保障体系,即绩效考核前的准备保障以及绩效考核成绩和反馈保障。
[Abstract]:At present, our country is deepening the reform of electric power system and promoting the development of electric power, which makes the power market of our country transform in supply and demand. Many areas are originally the seller's market of short supply, and along with the reform, they gradually become the buyer's market.Nowadays, in order to break the monopoly of electric power enterprises, the state will vigorously develop and utilize natural gas, petroleum, wind energy, photovoltaic and other energy sources. In the future, a variety of energy sources will be formed and many enterprises will compete for hegemony in the market.In the face of such a competitive market environment, electric power enterprises must reform the original system and management.And how to provide higher quality service for the majority of power customers has become an opportunity and challenge faced by grass-roots power supply units.As a marketing service manager of Quanzhou Power supply Company, the author intends to redesign the performance management system of the marketing service personnel of Quanzhou Power supply Company with the idea of performance management, so as to stimulate the potential of employees and create higher performance.In order to achieve the goal of high quality service, I choose the subject of performance management of customer service personnel in Quanzhou Power supply Company.On the basis of reading and studying the relevant literature of performance management, this paper analyzes and researches the customer service personnel of Quanzhou Power supply Company, combined with the current situation of performance management in specific power supply enterprises.To provide scientific basis for performance management, and finally put forward the customer service personnel performance management optimization countermeasures and suggestions.Through the research of literature and questionnaire, the paper points out that the main problem of the performance appraisal of customer service personnel in Quanzhou Power supply Company is that the evaluation index is not specific enough, the problems in the performance appraisal process of Quanzhou Power supply Company are not obvious, and the incentive effect of performance appraisal is not obvious.The application of performance appraisal results is insufficient, and the feedback of performance appraisal is not timely. In this paper, the organization design of performance appraisal, the executive organization of performance management, the content design of performance appraisal are made after the clear idea and principle of performance appraisal.Performance management process design, performance management tools design.According to the current development situation of Quanzhou Power supply Company, this paper aims at the problems existing in its performance appraisal mechanism, not only needs to optimize and reform its index mechanism, but also needs to set up a security system in implementation.Namely the performance appraisal before preparation safeguard and the performance appraisal achievement and the feedback safeguard.
【学位授予单位】：华侨大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272.92;F426.61

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