The Improvement And Application Research Of Performance Appraisal Of The Service Center Department Of SL Company

As the market competition become more and more fierce, how to improve the performance and form the core competitiveness of enterprises have become an important problem to managers. Performance appraisal is the most important part of the performance management. It is an effective management method to improve performance and achieve the strategic objectives of enterprises. The human resource management processes must be base on the performance appraisal, such as salary, promotion, training, position adjustment and so on. Therefore, the performance appraisal is the foundation and the key of the operation of enterprises.The SL Company is a well-known communication service supplier in CHINA. This paper has researched the customer service center of SL, studied the improvement and application of the performance appraisal system for the staffs. Base on the analysis and research of various methods and theories, the paper analyzed advantages, disadvantages and sphere of application of various appraisal methods and appraisal objects. Concerning the deficiencies of SL Company's original performance appraisal system, such as unreasonable instruction and single appraisal method, the author proposed that the performance appraisal system should include diversified objects, regular processes, various appraisal methods and reasonable indices.According to the strategic goals of the department and job responsibility of the staffs, the author designed the performance appraisal for the staffs of the customer service center of SL. The results of performance appraisal combined with payments formed the basic promotion framework of the department. The research findings could be used as the reference for the research of PA for Call Centers.The paper made certain of the employees' basic factors of appraisal system by Delphi, established PA index system, made the weight of indices reasonable by the Weight Factor Analysis method. So the new performance appraisal system is more reasonable and acceptable.Finally, the author gave some suggestions for the implementation of the new performance appraisal system.