Research Of Performance Management For Customer Service Staff Of Alibaba Network Technology Co.,LTD Xi'an Branch

Along with the rapid development of economic globalization,enterprises gradually added to the market competition worldwide.In today's market economy,an increasingly competitive environment,labor costs become the process of enterprise operation and development of the more important expenditures.Market competitiveness and development potential of the quality of human resources of enterprises will have an important impact.Thus,human resource management has become a modern enterprise operating in an extremely important content.Performance management is a performance plan within the enterprise employees and managers at all levels sufficient communication formed the basis for achieving business goals and profits were to develop,the performance of communication,evaluation,the results of the work of a number of content applications and performance improvement common components organic whole,human resource management and regulatory incentives play a key link in the performance level of management is the main way to measure job performance,ability and appraisal.Among the modern enterprise performance management is employee performance appraisal,compensation management,career development,promotion based on appraisal,performance improvement and a number of personnel management,for efficient operation and healthy development of enterprises have a positive meaning.Alibaba Network Technology Co.,Ltd.is based on e-commerce as the main platform for the diversified development of the Internet network technology company,scope of business involves a number of e-commerce,global e-business platform,financial services,logistics and services.Compared customer service in the traditional sense,the work content Alibaba Network Technology Co.,Ltd.customer service staff and Qualifications are quite different.Customer service employees in the company through a variety of ways to provide telephone,Internet,on-site training and other services to customers,including the commitment to cover pre-sale,sale,training and other business processes to guide the scope of customer service.This paper will use the theory of performance management framework for performance management status Alibaba Xi'an Branch customer service department employees were analyzed and found to set the Xi'an Branch Work performance evaluation index system of oversimplification,managers do not pay sufficient attention to the results of performance evaluation use,lack of communication and feedback performance appraisal results,failed to achieve effective performance improvement,performance appraisal process problems can not lead to the use of examination results,performance evaluation results are not linked to promotion and training and other issues.On this basis,the article will use the Balanced Scorecard and 360° evaluation methods,Alibaba Xi'an Branch customer service department performance management work to rebuild the Governing Body,set up index system,improve communication and feedback mechanisms,in order to enhance the Alibaba Xi'an Branch customer service department employee performance management.In this paper,the performance management theory Alibaba Xi'an Branch customer service employee performance management practices to analyze,to improve the level of work that can play a positive significance.