Design And Application Of The Performance Appraisal System Of A Courier Company

This thesis takes couriers performance appraisal adopted in a small expresscompany as the research object, and to achieve the strategic goal, it designs a newperformance appraisal system, and implements verification.The main research contents of this thesis are as follows:1. On the basis of filed investigation and qualitative and quantitative analysis,adopting the interview survey method, the network survey method, and the KJ method,analyzes the service and customer satisfaction in the express market, determines threefactors impacting on the service quality of the express industry, and determines that itis an important way to improve customer satisfaction with a scientific and reasonablecouriers performance appraisal.2. In the view of the present couriers performance management situation in thesmall express company, uses6W1H method and the causal graph method for analysisand specification, mainly researches on the problems and causes, and then concludesthat.3. Uses the balanced scorecard method for the decomposition of the strategic goal,and adopts the job analysis method and the PFMEA method for the standardization ofjob responsibilities and business process of couriers and the key indicators ofperformance appraisal of courier. On the basis of combing the AHP method, thebalanced scorecard method, the weight factor method, and the360degree assessmentmethod, constructs the courier performance appraisal system of this express company.4. Based on the constructed courier performance appraisal system, using the caseanalysis method and the fuzzy evaluation method, in comparison with the courierperformance appraisal used before, analyzes and verifies its effectiveness and utility.