Based On Improving Customer Satisfaction Of Performance Management Research In Human Resource Outsourcing Enterprise

Along with the Internet technology and the globalization as the characteristics of the new economic era coming, many enterprises in order to meet the challenge brought by the fierce competition, are trying to find ways of management and innovation in the organizational structure, are actively developing towards virtualization, flat and flexible directions,"human resources outsourcing" industry produces and develops under this social background.As a new type of human resources management,human resource management outsourcing industry which develops in China is still in the relatively backward state compared with foreign countries.The lack of management level and management system results the overall low level of service, enterprise’s behaviors for their own survival,development and one-sided pursuit of enterprise performance, also make the industry’s customer satisfaction is always lower than the other service industries, which further restricts the human resources outsourcing industry’s development and expansion.In this case, the customer satisfaction has become the focus of human resource outsourcing enterprises,at the same time,how to satisfy the customer satisfaction and improving enterprise performance are getting more concerns by enterprises and academia.The research subject of this article is in this background, first of all, this paper focuses on the correlativity between customer satisfaction and enterprise performance about human resources outsourcing enterprise,on the basis of the customer satisfaction theories and enterprise performance theories,and the introduction of the service profit chain concept, we find the relationship between customer satisfaction and business performance by depth analysis each element of the service profit chain, then, through issuing questionnaires to human resources outsourcing enterprises of the Xi’an city,and conducting the questionnaire data in-depth analysis through SPSS17.0software,we obtain the key customer satisfaction factors,which influence enterprise performance of human resources outsourcing enterprises;secondly, combined with the enterprise employee performance management model and the characteristics of human resources outsourcing enterprise,we propose the human resources outsourcing enterprises’performance management system; thirdly, combined with the key influencing factors and the connotation of performance,we form the three dimensions of service performance,ability and attitude,and then from the three aspects,we try to construct performance management evaluation index system of human resources outsourcing services enterprise,which based on improving customer satisfaction,and using the expert scoring method, AHP analytic hierarchy process and fuzzy comprehensive evaluation method to determine the weights of evaluation indexes; finally, we make the designed system be application in A outsourcing services company of Xi’an city.Through the contrast before and after the implementation of customer satisfaction.we preliminarily validate the performance management system.And finally we put forward relevant suggestions and measures.According to the Xi’an human resources outsourcing enterprises as the research object, through sending and processing questionnaires,and by using factor analysis, correlation analysis, regression analysis, AHP and fuzzy comprehensive evaluation methods to research and analysis the data, This paper draws the following conclusions: first,the key factors of customer satisfaction which impact human resources outsourcing enterprise performance are the interactive quality and outcome quality.Second, service attitude is the largest dimension in the management of enterprise performance evaluation index weights,the larger dimension is service capacity, service performance is the minimum one; third,with putting the selection of human resource outsourcing service enterprise into empirical study,we found that customer satisfaction in the enterprise gets corresponding promotion.I hope that through this study can provide certain reference to current performance management of human resources outsourcing enterprises.