A Research On Improvement Of Performance Management System Of A Manufacturing Enterprise Customer Service Dept

Business model and internal management are the key items for the successful enterprise.Especially in the badly economic environment,deepen internal management and enhance manufacturing enterprise's constitution is the only way to sustain the enterprise survival.A manufacturing enterprise is suffering the similar problem now.In the past,the technical advantage and the strong thirst market requirement covered the internal management weak point.But the weak point is slowly impacting the enterprise operation now.With the reduction of the technical threshold,the various costs rise,the increase of the competitor's quantity,customer's taste lever up,etc.,the advantage of the enterprise is gradually eroded,enterprises urgently need to start to improve and continue optimize of internal management and continue n.Especially the customer service department which directly face to the customer,more need to change the working model.Using methods such as questionnaire survey to research the customer service staffs'performance management system,found the system have so many problems,such as unreasonable performance index,evaluation process in formal,insufficient recognition of relevant personnel motivation,downplay the performance management,performance feedback not implement.The performance management system did not play a role on the actual work.The performance management did not meet the due effect,and directly affect the implementation of the strategy of enterprise.Refer to performance management related knowledge,the customer service department of A manufacturing enterprise performance management system optimization divide into five steps,performance plans,performance control and execution,performance evaluation and assessment,performance feedback and interview,performance results using.Put forward a new performance index and management mechanism,base on the actually status,solves various problems in the old system.Optimization results and ideas can be used as an example to other departments inside the enterprise and even the related manufacturing enterprises,more opportunities to drive the enterprise internal optimization and review of the atmosphere,strengthen the internal management of enterprises from the overall angle.