Research On Employee Performance Management Of Customer Service Department Of Q Travel Internet Company

At present,the development of Internet companies is in full gear,and the competition is fierce.How to effectively manage internal employees is an unavoidable topic for every Internet company,among which performance management as a powerful tool is worth in-depth study.Q enterprise is the Internet company of tourism industry,has the general characteristics of the Internet enterprises,at the same time also has the characteristics of the tourism industry,this paper studies on the Q enterprise existing performance mode,the use of related theory and method of performance management,to optimize its improvements,the performance management of Internet companies in the same industry to provide certain reference and reference.The current model of the overall performance appraisal framework of Q enterprise is: business volume * unit price * score coefficient = total performance.Score is got after the simple multiplication assessment index,index is mainly according to the quantity and quality of two Angle to set,the number of indicators such as staff processing business,quality indexes such as the degree of satisfaction,a solution rate,etc.,concrete appraisal plan for quantitative index to multiply the quality index of the product as a score,and employee participation score rankings,ranked high with high coefficient,low ranking,with low coefficient of and according to the formula to calculate the ultimate performance.In the research process of this paper,a questionnaire is used to investigate the views of Q employees on the current performance plan.The results show that the employees think that the current performance evaluation index system is not scientific,the performance feedback process is not perfect,and the application of performance results is very inadequate.Index system for the first question,the unscientific in volume in each index proportion is too high,so high on pure business can earn high performance,so the staff hard work overtime problems,therefore,first of all,according to the laws of the SMART back combed the various indicators,and then use the KANO model classifying index,different categories of indicators have different ways of examination,and no longer use direct multiply index,but each assigned different weights,reach multiplied by their weights are eventually use,add up the total score,ranking after calculate the total performance,in the process of the calculation of weight,The correlation coefficient method was used to determine the weight according to the correlation between the index and the total score.Aiming at the second problem,this paper proposes several reasonable Suggestions from the perspective of PDCA theory,such as using BEST feedback method as interview strategy in performance interview and using four-factor rule to analyze employee problems.As for the third question,some Suggestions are put forward,such as talent development and staff training.Finally,in order to ensure the smooth implementation of the improved performance management system,this paper designed some security mechanisms,such as management recognition,strengthening training,etc.