The Research On Performance Management For The Staff Of Customer Services Of Z Property Insurance Company

The insurance sector of China saw a booming growth and appears a domestic-foreign multi-player competition pattern. As the property companies entered the stage for global competition, service quality and customer satisfaction are becoming the most important factors in business competitions. Furthermore, customer repurchase and recommendation, which incarnate customer loyalty, can obtain more profit and further development for Z insurance companies. Thus it is the kernel of human resources management to establish an efficient and performance management system for the staff of customer services .This thesis discourses upon the theory of performance management and clarifies certain confusion and lopsided in understanding of the performance management and performance evaluation. A detail description on performance management methods such as BSC, KPI and object management was given to reveal their science, systematization and logicality. The article looks into existing problems of the company's current performance evaluation mechanism, analyses the reasons behind, then sets up the guidance methodology of a strategy-oriented performance management system, which is featured by applying BSC as the main evaluation measure.During the process of designing the performance management system, BSC was introduced in to analysis and identify the key elements of company performance assessment, which allows an organic coalition of indexes of finance/benefit, service/operation and development. By selection of KPI and allocation of index weight, a complete performance evaluation method came into being. With the effective feedback from the performance evaluation, two-way communication in the company is realized , which forms a thorough complete performance management system.This thesis covers four parts :part 1: introducing the theory of performance management and its role and importance. Part 2: analiying the current condition and problems in performance management of staff of customer services of Z insurance company. Part 3: introducing the consistitution of the performance management system of this company. Part 4 : introducing the management in the processing of proformance management of Z insurance company.