Research On Performance Appraisal System Of Customer Service Department Staff Of T Gas Company

The gas industry is a public utility industry involving the development of people's livelihood.The customer service department employees who have the closest contact with customers are the groups that can best reflect the corporate style.The scientific rationality of the performance appraisal of the staff in the customer service department has a great influence on the achievement of the development goal of the enterprise.This paper takes the performance appraisal system of customer service department of T gas company as the research object,and puts forward optimization suggestions for the original performance appraisal management system by combining theory with practice,so as to solve the bottleneck of performance management of customer service department: the formalization of appraisal process,unable to mobilize the enthusiasm of employees.This paper uses literature search,questionnaire survey,employee interview and other research methods to analyze the existing problems and needs to be improved in the Department's current assessment system.Based on the theory of Balanced Scorecard,key performance indicators,personal performance commitment and so on,and through post analysis,the assessment indicators and weight of front-line posts and management posts are respectively determined to complete the establishment of the assessment system.At the same time,it puts forward the follow-up relevant safeguard measures,such as assessment system control,assessment result application,assessment feedback and interview,formulation of assessment system,etc.,to change the original unscientific management status,improve the work enthusiasm and work efficiency of employees.The establishment of the new assessment system will provide practical guidance and reference for the efficient,rapid,sustainable development and improvement of operation level of T gas company,and also hope to provide some reference for the performance assessment management of other relevant posts in the same industry.