Performance Evaluation Of Bank Based On Balanced Scorecard

With the coming of knowledge economy era , the traditional performance evaluation system is one-sided and lagged, which just consider the financial indicators of physical capital of the enterprise. And Kaplan Balanced Scorecard theory is proposed to expand the performance evaluation index system of enterprise. Not only focusing on the financial level, but also including the customer level, the internal operating level and the learning and growth level .And this study also add the risk level .So the comprehensive performance evaluation system comprises the financial and non-financial aspects . Through the implementation in the Commercial Bank of Weihai, the performance evaluation has practical significance.First of all, this article briefly outlined the concept of performance and performance evaluation,and introduced several performance evaluation systems for commercial banks.These provided the theoretical foundation for the research and designing of the performance evaluation system.Secondly, the paper used the relevant literature research methods and conclusions and design questionnaires based on these indicators which come from the financial aspects of asset, business and management, the customer level of customer relationships, retaining customers and new customers, internal business process level of quality service and improving efficiency, learning and growth levels of staff retention, staff training and information level and risk level.Again, the questionnaire used the Excel2003 to deal with the forty-three selected indicators of performance evaluation to analy the descriptive statistics. The next step was to use the SPSS software to reduce the measured variable factor. And according to the suggestions of ten experts on bank performance evaluation index setting results and descriptive statistics analysis results, it can confirm the bank relative performance evaluation index system. According to the comparison results in financial level, the paper select savings average ratio, the return on assets, profitability, revenue profit margins, personal loans average ratio, company loans average ratio, middle business net income rate in seven index, customer satisfaction, customer level selecting new business development degree, customer ratio and customer complaint number four indicators, business process level of selecting logistics staff ratio, transaction processing cost and transaction success rate, internal VIP customer satisfaction index, customers waiting time five indicators, learning and growth levels chose employee satisfaction, promotion rate, the number of staff turnover, use databases and direct participation in the number of senior management personnel business five index, the risk level selected the capital ratio, clear debt ratio, assets and liability ratio three indexes. Then using the AHP to determine the weight of bank performance evaluation which was based on the Balanced Scorecard and designing a comprehensive index system.Finally, the AHP method is used to work out the weight of each index and composite index. According to the established index system and colligate index of the commercial Banks in China, the paper analy the performance evaluation system in China and found the shortcomings, and put forward some countermeasures and Suggestions.