Research On Performance Management Scheme Of Customer Service Personnel In BCBH

As the demand for medical service market gradually expanded,the supply gap is becoming bigger and bigger,health industry with the accelerating pace of development and operating conditions of the hospital has a great influence.Medical industry as one of modern service industry,medical services and "customer service" are two important works,Blue cross brain hospital regard medical service as the core,for the customer service is relatively lack of a certain value,With the gradual strengthening of the technical level of medicine,the technical differences between hospitals have gradually narrowed,and the level of service technology and service has become the key to occupying the advantages of the industry.Due to the serious lack of attention to customer service,the service of Blue Cross Brain Hospital has become increasingly important.The more problems that have seriously affected the hospital's reputation.To improve the service quality and service level of customer service personnel,hospitals must do a good job in performance management of customer service personnel,because scientific and effective performance management programs can stimulate the enthusiasm of customer service staff,improve the efficiency of customer service staff,and provide better services for patients.,and thus promote the advancement and development of the hospital.In this research background,this paper uses literature research method and interview research method to analyze and study the current performance management plan of Shanghai Blue Cross Brain Hospital customer service staff.First,analyze the problems existing in the process of customer service performance management and explore the causes of the problems.Secondly,this study decomposes the overall strategic objectives of the hospital,develops performance indicators and performance weights for each department,and clarifies the implementation process of the performance plan for all employees.On this basis,the performance appraisal of customer service personnel is explained in detail.It is also recommended to apply performance feedback and performance appraisal results to performance salary adjustment,bonus distribution,job adjustment,performance improvement and employee career planning,so that performance management can play its role better.Finally,the Blue Cross Brain Hospital provided targeted recommendations on organizational security,institutional security and corporate culture protection to ensure that the performance management program can be effectively implemented smoothly and provide strong support for the long-term development of the hospital.Based on the actual situation of Shanghai Blue Cross Brain Hospital and the future development trend,this study designed a complete performance management plan for its customer service staff,hoping to evaluate and evaluate the work of customer service staff objectively,comprehensively and fairly,thereby improving the enthusiasm of customer service staff and improving individual performance,At the same time,it also provides a reasonable reference for the performance management of other employees in other departments,promotes the improvement of performance management of the entire hospital,and thus obtains a sustainable competitive advantage in the fierce market competition.In addition,through the application of performance management theory in practice,this paper can also provide valuable and appropriate reference for the performance management of customer service personnel in the industry and similar enterprises in the Blue Cross Brain Hospital.