Performance Appraisal System Design Of H Bank Customer Service Center

With the sustained rapid economic growth in China, the deepening financial reform, the increasing social demand for financial services and the rise of Internet banking and direct-banking concept, the inter-banks competition, as well as the competition between banks and the third-party payment companies is becoming fiercer. The competition that the commercial banks are now facing is no longer confined to the innovation of financial products and technical skills, but also lies in the services which feature in diversity, personalization, convenience and efficiency, In Customer Service Center, the service capability, the efficiency and the level of service have a great significance in the overall competence of the bank. Domestic banks have begun to focus on the strategic position of Customer Service Center in the future bank service, marketing, operation support system, and draw higher demand in service ability and management level of Customer Service Center.In view of this, the article takes Customer Service Center HRM as the research object; through the analysis and the research on the present performance evaluation and problems of Customer Service Center of HS Bank, it aims to establish viable performance evaluation system and a scientific, fair and transparent evaluation mechanism, to increase staff motivation, to maintain the team dynamics and passion and to ensure the rapid and healthy development of HS Bank Customer Service Center. The article is divided into six chapters:The first part is the introduction; it mainly introduces present research status of performance evaluation both domestic and overseas, and explains the purpose and the significance of this research, as well as the research methods and ideas.The second part is the theoretical basis; it carries on the conceptual and typological analysis on the theoretical basis of performance evaluation, including the concept of performance, performance evaluation, performance management and the content, principles, procedure and methods of performance evaluation.The third part is the performance evaluation status of Customer Service Center of HS Bank; it mainly introduces the basic situation and performance evaluation status of Customer Service Center of HS Bank, including the introduction of the function of Customer Service Center, the organizational structure and its responsibilities, staff composition and working characteristics, current situation and problems existed in performance evaluation.The fourth part is the design of new performance evaluation; it explains in detail the design of performance evaluation system for the Customer Service Center in HS Bank. This section makes clear the design ideas and goals of system. Secondly, it defines different evaluation modes and its applicable scope for different posts according to the settings for key performance indicators, particular index in evaluation system of balanced point cards, the personnel and the evaluation cycle. Finally, a completed performance evaluation system will be established owned to the settings of evaluation procedural and the analysis based on the feedback, optimization, application and assessment of the evaluation result in the Customer Service Center of HS Bank.The fifth part is the implementation effect evaluation; it analyzes and evaluates the implementation effect of new performance evaluation system for the Customer Service Center of HS Bank, including the promotion of working performance and the improvement of service efficiency. It facilitates the rational distribution of evaluation results, enhances the staff’s initiative and creativity, and identifies the training needs for talent cultivation.The fifth part is conclusion and prospect; it combs and summarizes the conclusion during the design of new performance evaluation system for the Customer Service Center of HS Bank, and discusses the future research direction of Customer Service Center performance evaluation.Performance evaluation is an important component of performance management and human resources management. The large number of employees, the complicated settings for posts, the different working intensity according to different job nature, all above gives the Customer Service Center a complicated feature. Therefore, the construction of an open, fair, transparent and scientific performance evaluation system is significant to measure each employee’s working performance and apply correctly the performance results in the day-to-day management of the Customer Service Center. With the help of the newly designed performance evaluation system, the communication and exchanges between departments and employees can be fully promoted, and the team performance, the development of employees will also be improved.