Research On Important Customer Service Managers' Performance Management System Of Z Company

The service quality competition is the competition focal point of telecom industry marketplace in future. And the service for important customer is the work focal point of carrier. The customer service managers directly service for the important customer, so they have direct relation with the company's fate. The company who makes every effort to develop should try its best to work out a set of effectively performance management system to reserve and stimulate the important customer service managers, ensure the important customer service work carrying out smoothly and effectively. So that it can occupy service competition's advantage in future. In this paper, I try to find out how to work out a set of effectively performance evaluation system to stimulate customer service manager, thereby to improve their enthusiasm and work quality, and make company gain strategy advantage in market competition.This paper analyses performance management system of Z company, according to the theory of KPI(Key Performance Indicator),BSC(Balance Score Card) and performance management theory, company's industry environment and company's strategy. Discover problem and put forward some suggestions to improve it.This paper is consisted of 5 chapters as follow:Preface: Introduce the background of telecom industry, the issue and frame of the thesis. Introduce the developing course of telecom and present the competition situation of telecom industry after several reform and reconstruction in China, then illustrate the issue and frame of the thesis as well.Chapter One: Introduce performance management theory. Introduce what is performance management and how to work out performance management system.Chapter Two: Background of Z Company and its Group Client Department. Introduce company's history,business status and the current organization structure. Introduce its Group Client Department's responsibility and human resource state.Chapter Three: The introduction and analysis of the present Customer Service Managers' performance management system of Z Company. First introduce the present Customer Service Managers' performance management system of Z Company, then analysis and prove the main problem of present system.Chapter Four: The suggestion to improve the present Customer Service Managers' performance management system of Z Company. Begin with the analysis of the company's strategy and the main problem of present system, put forward resolve and improvement measure.Chapter Five: Conclusion.