Research On Performanceappraisal Of The Customerservice Centerperson In The Pacific Insurance Company

As the most important resource of enterprises, Human resources have alwaysattracted attention from the aspect of business community and academia. As animportant part of human resources management, performance appraisal cannot bedenied for many companies. Also, some companies try to optimally utilize theperformance appraisal system to promote the company’s core competitiveness andbreakthrough point of development.Based on summarizing the advanced research literature and information ofdomestic and overseas, this paper used various research methods, such as thequestionnaire survey, and so on, to analyze the performance appraisal status of thestaff in the Pacific Insurance Company Customer Service Center. And it discussedthe problems existing in the performance assessment, such as the performanceappraisal method is not suitable, the performance appraisal content is not reasonable,and the performance evaluation results are not utilized. Moreover, analyzed deeplythe causes of the problems, there were three reasons which are personnel occupationmoral reasons, internal evaluation mechanism reasons, and performance evaluationenvironment reasons. On this basis, this paper reset the performance appraisalprogram for the Personnel Service Center Pacific Insurance Company, includingdetermining the content of performance appraisal, setting the performance evaluationindex, designing the performance appraisal process, and developing the performancemeasures. Among them, the content of performance appraisal was designed fromfour aspects, which is morals, ability, duty, and performance. To getting thecomprehensive evaluation to the performance of customer service personnel, it setthe same weights of the evaluation indexes, and to be convenient for the actualoperation. It also designed the secondary index, and set the different weights. Theindex weights are allocated in strict accordance with the company’s need order to seek comprehensive assessment and progress of customer service, and avoid theindividual extraordinary phenomenon. Considering the facility of specific assessmentoperations, the secondary indicators of the program is assessed by designingperformance appraisal indicators, especially the secondary indicator dividends.This paper shows the important role of Personnel Service Center PacificInsurance Company in guiding the performance appraisal system development, whilethe conclusion of this research could be used in many companies in relative field.