Research On The Performance Evaluation System Of Customer Service Of Property Service Enterprise Based On BSC

The paper works over customer service of property company,and primarily encircle of the performance evaluation of service quality, in order to raise the service levels of property company,seting up the performance appraisal system of customer service of property company.First, the paper,based on domestic and international research about performance evaluation of service quality, introduce the method of BSC, which conclude financial, customer, internal process, learning and growth starting. Performance evaluation indexes of customer service manager,customer service director and primary customer service of property company, combining with collecting data and consulting specialist, processing all kinds of factors influencing the performance evaluation of these customer services.Then pathbreaking apply a type of analysis method named Fuzzy Clustering to fuzzy cluster with the kinds of factors, to establish performance appraisal system of customer service of property company on the bases of BSC.Secondly, according with building up the performance evaluation index system of customer service of property company on the bases of BSC,which are camplicatied and qualittative,then building up a multi-level fuzzy comprehensive evaluation model, in order to carry on a comprehensive evaluation. It provides cridible evaluation accommodate to the evaluation of customer service of property company on the bases of BSC.Finally, the paper carried on the performance evaluation analysis of the customer service manager of CCFD property company,acquired a satisfied evaluation result,which verifies the scientific and practicality of the text, contemporaneously verified that the paper enrich the theories of the contents of the performance evaluation index system of customer service of property company on the bases of BSC, and has certain reference value on the performance evaluation index system of customer service of property company.