Research On Performance Management Optimization Of Customer Service Staff In Company M

Since 2000,the chemical industry of China has experienced rapid growth.The characteristics of large capacity and great development potential in the Chinese market have attracted more and more foreign companies to develop in the Chinese market.The Chinese market has become an importance place for multinational chemical enterprises to increase their global influence.Facing the fierce market competition,as an international chemical producer,Company M must rely on establishing an excellent customer service team to provide leading customer service in order to establish customer reputation and brand image.In order to build such a customer service team,Company M must constantly optimize the team performance management so that the capable customer service personnel can be recognized and motivated in order to improve the sense of belonging and team spirit.The performance management system of the customer service team of Company M was via Key Performance Indicator(KPI),which was copied from the company’s headquarter in North America.However,the business environment,operation mode,cultural atmosphere of the Chinese team is very different.With the continuous expansion of the company’s business and team in China,the existing performance management system has exposed more and more problems and limited the development of the team to a certain extent.Based on the theoretical research related to performance management and the in-depth understanding and investigation of the performance management of customer service team in Company M,this thesis studies the performance management of Company M by issuing questionnaires and conducting interviews to customer service personnel,and using literature survey and analysis to collect the relevant information of the performance management of the customer service team,in order to find the problems in the planning,implementation and feedback stages of the existing performance management system.Based on these problems and root cause analysis,this thesis introduces the Objectives and Key Results(OKR)method into the existing performance management method via KPI method,and puts forward a performance management optimization plan by taking the customer satisfaction improvement and other performance objectives as an example.This thesis also studies the implementation measures of the optimization plan to further ensure that the optimization plan can be implemented and carried out smoothly.This will help Company M to establish a more efficient performance management system on the customer service staff,and also plays a certain reference role for the management and development of performance management to other companies.