Study On Performance Management Of Customer Service Center In China Unicom Inner Mongolia Branch

With today's trend of globalization and internationalization getting clearer, human capital has been the base of an enterprise's ability in competition. The development of enterprises all depends on outstanding manpower and efficient allocation of it. Performance management plays an essential role in the organized system of human resource management. It is a useful tool to achieve an enterprise's strategic targets, and an effective method to enhance employees' performance.Therefore, to provide guidance to the performance management practice in Customer Service Center of China Unicom Inner Mongolia Branch, this paper carries out a study on their performance management issues.The theories of performance management is a major base in studying performance of employees, thus, this paper first summarizes the main theories of performance management including connotation, modes, and functions of performance management, and its difference from performance evaluation. Meanwhile, it introduces some general modes of performance management, such as performance merit system, 360°feedback and KPI index etc. Further, this paper introduces and analyses the current situation of performance management in the subject of this study, Customer Service Center of China Unicom Inner Mongolia Branch. A plan of performance management in Customer Service Center of China Unicom Inner Mongolia Branch is brought forward in Chapter 5. The plan firstly raises the basic and executive principles of performance management plan design, and then respectively frames performance scheme, performance evaluation and performance enhancement 3 phases. Lastly, this paper comes up with some measures which are required to implement the performance plan.