【作者】 刘永久；

【导师】 刘冰；

【作者基本信息】 山东大学 ， EMBA（专业学位）， 2024， 硕士

【摘要】 随着VUCA时代的到来,商业银行当前面临着复杂多变的市场环境与竞争压力。在当前这种背景下,商业银行的绩效管理变得更加重要。综合柜员作为商业银行最基础的一线人员,需要直接面对客户,对于银行的形象和服务质量至关重要。然而,在当前的现实中,综合柜员的绩效管理仍然存在一些问题,如指标设置不合理、培训发展及晋升机会有限、激励机制不够完善等等。为了提升银行综合柜员的工作质量与效率,并逐步增强商业银行的综合竞争力,需要对绩效管理体系进行优化设计。因此,本研究选取QD银行ZB分行综合柜员作为研究对象,通过分析其绩效管理体系存在的问题,针对性地提出解决方案与保障措施,以期能够优化QD银行ZB分行综合柜员的绩效管理体系。本研究首先介绍了 QD银行ZB分行综合柜员绩效管理体系进行优化的背景与意义,介绍了研究思路与研究方法。紧接着从理论角度入手,梳理了绩效管理的相关文献,掌握了绩效管理相关概念与工具。然后对QD银行ZB分行的基本情况进行了介绍,接下来则通过访谈法以及问卷调查法收集了 QD银行ZB分行综合柜员绩效管理体系存在的问题,通过分析发现,问题主要集中在以下几个方面:绩效指标制定时,领导与员工的绩效沟通不充分;部分绩效指标与实际工作内容脱节,导致无法促进员工工作的改进;绩效实施过程中,领导对员工的绩效辅导不充足;绩效考核仍以工作业绩为主,绩效考核结果与员工付出努力不匹配;绩效考核的评价主体不全面;绩效反馈不充分,绩效结果反馈不清晰以及绩效管理对公司战略的支撑作用不足。在分析完问题产生的原因后,本研究依据绩效管理优化的目标与原则,对QD银行ZB分行综合柜员绩效管理体系提出了相应的改进意见与建议,内容涵盖优化绩效考核量表、优化绩效管理流程等方面。最后为了推动优化举措顺利实施,本研究提出了完备的保障措施。总之,本研究通过对QD银行ZB分行综合柜员绩效管理体系进行优化设计,提升了 QD银行ZB分行的绩效管理水平,为金融行业内的其他银行进行绩效管理体系的优化设计提供了经验支持。更多还原

【Abstract】 With the advent of the VUCA era,commercial banks are facing a complex and changing market environment and competitive pressure.In such a background,performance management of commercial banks has become particularly important,including the performance management of integrated tellers.As the most basic front-line practitioners of commercial banks,integrated tellers are directly facing customers and are crucial to the image and service quality of banks.However,in reality,there are still some problems in the performance management of integrated tellers in commercial banks,such as unscientific index setting,limited training and development opportunities,and imperfect incentive mechanism.In order to improve the work quality and efficiency of integrated tellers and enhance the competitiveness of commercial banks,it need to optimize the design of the performance management system.Therefore,this study selects the integrated tellers of QD Bank ZB Branch as the research object,analyzes the problems of its performance management system,and puts forward solutions and safeguards in a targeted manner,so as to be able to optimize the performance management system of integrated tellers of QD Bank ZB Branch.This study firstly introduces the background and significance of optimizing the integrated teller performance management system in ZB branch of QD Bank,and describes the research idea and research methodology.Immediately after that,starting from the theoretical point of view,we sorted out the relevant literature on performance management and mastered the concepts and tools related to performance management.Then the basic situation of QD Bank ZB Branch was introduced,followed by the interview method and questionnaire survey method to collect the problems of comprehensive teller performance management system of QD Bank ZB Branch,through the analysis of the problems found that the problems are mainly concentrated in the following aspects:the performance indicators are formulated with insufficient communication between the leadership and the employees’performance;some of the performance indicators are out of touch with the actual content of the work,which leads to the inability to promote the improvement of the employees’ work;the performance implementation process is not enough to promote the improvement of the employees’ work;the performance implementation process is not sufficient.Improvement of employee work;performance implementation process,the leadership of the employee performance counseling is not sufficient;performance appraisal is still based on work performance,performance appraisal results do not match the efforts of employees;performance appraisal of the evaluation of the main body is not comprehensive;performance feedback is not sufficient,the performance results of the feedback is not clear,and performance management is not enough to support the role of the company’s strategy.After analyzing the causes of the problems,this study puts forward the corresponding improvement suggestions and recommendations on the performance management system of integrated teller performance management system of QD Bank ZB Branch based on the objectives and principles of performance management optimization,covering the optimization of performance appraisal scale,optimization of performance management process and other aspects.Finally,in order to promote the successful implementation of the optimization initiatives,this study proposes complete safeguard measures.In conclusion,this study improves the performance management level of QD Bank ZB Branch by optimizing and designing the integrated teller performance management system of QD Bank ZB Branch,and provides empirical support for the optimization and design of performance management system for other banks in the financial industry.更多还原