A Research On The Optimization Of The Performance Management System For A Enterprise Customer Service Personnel

The enterprise of a consummate performance management system can advance the enterprises and personal personnel improve together.The institution of the performance management system,and assistance enterprises to achieve their strategic planning.The enterprise should ceaselessly optimizing the performance management system.Only in this way can the secular advancement of establishments be guaranteed.Nevertheless,there are still some deficiencies in the performance management system.Enterprise A is A typical example.There are some unscientific and imperfect places in the performance management system of customer service personnel,which cause the decline of the overall work enthusiasm of customer service,resulting in the decline of service quality,so leading to the loss of A large number of users.Obviously,users are crucial to enterprise A,so it is urgent to optimize the performance management system of customer service personnel of enterprise A.This thesis is based on the A enterprise ordinary customer service personnel 99 questionnaire data,to A director,three leader and random selection of five customer service personnel in-depth interview data,combined with A enterprise performance data,in-depth study on the performance management system,analyze the operation status of the performance management system,analyze the open question,and do a study of the perdue behind the problem.The study found that enterprise A has problems such as low correlation between performance and enterprise development strategy,insufficient understanding of employees about the performance management system,insufficient incentive of performance assessment consequences,and failed to execute of performance communication and retroaction.The principal causes for these questions are the deficient performance management system,the hiatus of several links,the partial notion of the performance management system,the unreasonable formulation of performance indicators,and the failure to link employee growth and enterprise strategy through the performance management system.On the basis of correlation theories and experiences of performance management,we try to propose some optimization and improvement plans,including optimizing performance indicators,deleting the indicators of duplicate deduction and increasing the weight of more important indicators;enhance performance communication and retroaction,carry out the channels to write to state or request and add performance face-to-face communication;optimize the utilization of assessment results to the distribution of performance pay,promotion and post transfer,applied to the development of training plan and improvement plan.By optimizing the performance management system of the customer service personnel of A enterprise,let A enterprise customer service have A correct understanding of performance management system,customer service staff can be more cooperate with performance management,managers can also focus on performance management system,find A better way to motivate employees,help A enterprise to promote the realization of strategic goals,help A enterprise science and sustainable development,for other enterprise customer service personnel performance management system optimization also has A certain reference role.