The Design On Performance Management Project Of Customer Service Center Of Yi-Chang Electric Power Supply Company

Performance management is an essential and important link of the modern business management system, and it is the way to achieve and monitor group strategic objectives. The construction of performance management system is a dynamic engineering accompanied with reform and development. It is very useful and meaningful for power enterprises to carry out performance management effectively in the process of the reform of electricity system. It becomes an urgent task for the management to construct a performance management system that suits the enterprise.This paper focuses on finding a way to construct a performance management system based on the Customer Service Center Of Yi Chang Power Supply Company. As a professional unit of Yi Chang Power Supply Company, the Customer Service Center has already optimized the management structure and reformed the operation procedure at the end of the year 2008. According to the requirement of applying performance management, it becomes very urgent for us to construct the performance management system that suits The Customer Service Center.The paper introduced the background and importance of the research; determined the principles and the framework for the research; collected and analyzed the relative performance management knowledge.It clarified CSC's function, structure, staff and present status of the performance management, and then pointed out the problem of performance management. So far there exists such problems as undetermined organization structure; unscientific target setting; unreasonable evaluation methods in the model of performance management which makes the result can't reflect the real performance and causes us not to apply the result efficiently. The main reasons for these problems lie in such aspects:incomplete awareness about performance management; weak performance management foundation; unhealthy organization function which does not match with enterprise's demand; culture system which restrict the application of enterprise's rules.The paper presented a complete design from the several aspects such as the principles, the structure, the key index, the approach and the method. As for the application of the performance management, we can follow 5 steps which include preparation, propaganda and training, scheme design, testing and execution. When applying the performance management, we should pay more attention to clarifying the target, propaganda and training and carefully designing the scheme etc.The performance management scheme not only worked smoothly in CSC of Yi Chang Power Supply Company, it also became the sample for reference in Hubei Electric Power Company. The design of performance management in this paper has become a model of spreading performance management in Hubei Electric Power Company.