Study And Implementation Of Customer-service Staffs' Performance Management In A Enterprise

As a communication technology company who provides services for the Mobile Operators.A has always hammered at providing full catering service to enhance its integrated competitiveness.In this regard,building a high performance consumer -service team becomes one of the key factors.This paper tries to shoot the main problems in the consumer-service staffs' performance management.For instance,the systematic construction of performance management is not tightly bound with the strategic aim of the company,confuses performance assessment with performance management,even the performance assessment indicators do not fit the SMART principle etc.This paper here tries to propose a feasible solution which is guided by the performance management theory and"Theory Serve Practice","Flexible","Easy to implement","Performance Promotion Oriented"principles according to reality situation.This paper will be presented by four parts.Part 1:Summary theory of performance management.Part2:Customer-service staffs' performance management situation in A.Part3:Great improvements in the performance management system. Part 4:Summary.