【作者】 刘钊；

【导师】 孙卫敏；

【作者基本信息】 山东大学 ， 工商管理（专业学位）， 2017， 硕士

【摘要】 随着经济社会日新月异的发展,国内商业银行的生存状况越来越残酷,需要不断地调整组织架构,引进先进的管理理念和方法,才能站住脚跟。如今越来越多的企业都认同人力资源对于组织的重要性,而绩效管理作为人力资源重要的组成部分,是把企业的战略目标和员工个人紧密联系的重要管理手段。绩效管理还有效提高员工能力素质,对员工职业发展也起到了重要的导向作用。正是因为绩效管理作用越来越重要,近年来商业银行越来越重视绩效管理,本文选取中国建设银行的一个综合性支行进行研究,分析一线客户经理的绩效管理体系并提出优化方案。本文首先介绍了绩效管理的相关理论,对绩效、绩效管理的定义进行了概括,对绩效管理的各个环节深入介绍,着重介绍了目标管理法、基于平衡计分卡、基于关键绩效指标这三个绩效管理方法,并对国内外商业银行绩效管理的研究和发展做了阐述针对建行JZS支行基层员工绩效管理体系进行分析和研究。然后,本文运用人力资源管理这一学科中绩效管理理论和方法,通过访谈和调查问卷等方法,发现、总结现有的绩效管理体系中的问题,主要体现在上下级缺乏有效沟通,绩效目标任务书制定较为混乱,绩效辅导流于形式,绩效结果的反馈无法落实,绩效考核不受重视,申诉渠道不通畅。造成以上问题的原因主要是体制的弊端,战略目标与绩效管理的脱节,对绩效管理的认识和理论知识的不足。针对以上问题,本文提出相应的改进措施,如成立绩效管理小组,丰富完善绩效管理的相关制度和要求,建立有效地监督机制,明确各个岗位的职责,加强绩效管理的实施和结果的应用,重点改善绩效工资管理和员工职业发展等,以求建立起更科学有效地绩效管理体系,有效地解决JZS支行客户经理职系绩效管理中的各类问题,能够让客户经理们通过绩效管理体系的引导,知道自己该做什么,有计划、有目的的开展工作,充分调动员工积极性,提升支行的整体形象,提高支行在同业当二级分行中的竞争力,促进实现支行的战略目标。本文的结论主要有以下几个方面,第一,好的绩效管理系统,如果不加以科学的利用,是无法发挥其作用的,必须要和战略目标紧密的联系在一起,使绩效管理理论深入人心,才能够发挥出其最大的效用;第二,绩效管理体系不是一成不变的,需要根据企业战略,工作重心,业务发展的变化而进行动态的变化。第三,绩效管理不是某一个部门或者某一些人的工作,是一个全体参与的封闭系统。本文创新点主要体现在,根据综合性支行的战略目标重新设计了绩效管理体系,丰富了银行业绩效管理的实证研究;通过问卷调查和访谈形式的考察分析,有针对性的找到问题并提出优化建议,是研究更有针对性,对日后其他类似的研究提供了一定的经验。更多还原

【Abstract】 With the rapid development of economy and society,the living conditions of enterprises are becoming more and more brutal.It is necessary to constantly adjust the organizational structure and introduce advanced management concepts and methods to stand firm.Now more and more enterprises have recognized the importance of human resource for the organization,performance management as an important part of human resource management,is the important means of strategic objectives and individual enterprises closely linked.Performance management also effectively improves the quality of staff ability,and also plays an important guiding role in employee career development.It is because of the performance management is becoming more and more important in recent years,commercial banks pay more and more attention to performance management,this paper selects a comprehensive branch of the China Construction Bank to conduct the research,analysis of front-line managers performance management system and puts forward the optimization scheme.This paper first introduces the related theories of performance management,the definition of performance and performance management are summarized,in-depth introduction to all aspects of performance management,emphatically introduces the target management method,based on the balanced scorecard method,key performance indicators of the three performance management based on the research and development of domestic and foreign commercial bank performance management it describes the analysis and research for the JZS branch of China Construction Bank staff performance management system.Then,this paper uses the theory and method of performance management in human resource management of the subject,through interviews and questionnaires,discover and summarize the existing performance management system,mainly in the upper and lower levels of the lack of effective communication,performance objectives and tasks for the development of the book is confusing,performance counseling form,performance feedback unable to implement the performance appraisal are not taken seriously,not smooth complaint channels.The main reasons for the above problems are the drawbacks of the system,the separation of strategic objectives from performance management,the lack of understanding of performance management and the lack of theoretical knowledge.To solve the above problems,this paper puts forward the corresponding improvement measures,such as the establishment of performance management team,enrich and perfect the performance management system and the relevant requirements,establish effective supervision mechanism,make clear the job responsibilities,strengthen the implementation and application results of performance management,focus on improving performance salary management and employee occupation development,in order to establish performance a more scientific and effective management system,effectively solve the various problems of JZS Branch Customer Manager grade of performance management,to allow customers to managers through the performance management system to guide,know what to do,the purpose of the plan and carry out the work,fully mobilize the enthusiasm of the staff,and enhance the overall image of the branch,branch to improve when two branches of the competitiveness in the industry,to promote the realization of strategic target branch.The main conclusions of this paper are the following several aspects,first,good performance management system,if not to use science,is unable to play its role,and must be strategic objectives closely linked to the performance management theory deeply,can play its biggest utility;second,the performance management system is not according to the need of immutable and frozen enterprise strategy,the focus of the work,the change of the development of the dynamic.Third,performance management is not a department or some people’s work,is a closed system of participation.The innovations in this dissertation,according to the strategic objectives of comprehensive branch of the re design of performance management system,enrich the empirical research on banking performance management;through questionnaires and interviews in the form of investigation and analysis,targeted to find the problem and put forward some suggestions for research is more targeted,on the day after the other the research provides some experience.更多还原