Research On Performance Appraisal System Of Customer Manager In Yitong Branch Of Jilin Mobile Based On KPI

In the 21st century, with the rapid development of economic globalization andthe knowledge economy, the competition between enterprises is, in essence, thecompetition between talents. Therefore, the management of talents, or to say, thehuman resources management, is especially important. The performance management,as the core part of human resources management, has been paid more and moreattention. The performance management is a cycle that managers and employees at alllevels participate in performance planning, performance coaching and communication,performance evaluation and performance improving, in order to achieveorganizational goals. And the aim of performance management is to improve theperformance in the level of individual, departments and organization. And we can seethat performance evaluation is the very important node of performance management.With the traditional way of human resource management transiting to the strategichuman resource management, performance evaluation has developed from thetraditional way based on behavior and moral character to the modern way based onKPI system. Performance evaluation which is based on the scientific and reasonableKPI is the process of realizing enterprise strategy effectively. The setting of KPI willnot only affect the accurate assessment results, but also play an important role inmotivating employees.In our country, although most enterprises see performance as a major issue in thefield of evaluation human resource management, there is still a lack of research onestablishment and application in the performance evaluation system based on KPI.Therefore, this article studied on the customer managers of Siping Mobile,establishing the performance evaluation system based on KPI. Firstly, this paperanalyzed the research on performance management in enterprise and KPImanagement home and abroad, finding out what can be used of and theirshortcomings. Then, summarized the related theory of enterprise performancemanagement and KPI management, expounding the significance of enterpriseperformance management, and briefly introducing the enterprise performancemanagement system and methods of performance management in enterprise; At thesame time, the paper analyzed the characteristics, construction principle, designingmethods of KPI. In the theory basis, this paper investigates and researches on thecustomer manager of Siping Mobile, then complete the following main jobs:1. Briefly introduced Siping Mobile branch, and analyzed its marketing marketdemand, and discussed the necessity of transforming service marketing model andoptimizing the existing work resources; Analyzed the major business process ofcustomer managers of Siping Mobile branch, including the process of planning andimplementing work, the process of group marketing and information collection, theprocess of group visit evaluation management, the process of marketing target tracking management, and the process of customers sustain management and so on;Also studied on how to construct the node of performance management module.2. Briefly introduced Yitong Mobile branch, and analyzed the operation situation;Designed KPI of customer managers, decomposition the customer manager target,determining the process goal of supportive business, extracting KPI; Applied andevaluated KPI of customer managers, analyzing the effect of applying customermanager KPI, and establishing new target and so on.The frame structure of this paper is as follows:The first chapter is introduction, introducing the background and meaning of thestudy, the research status home and abroad, and the technical route and researchmethods used in this paper.The second chapter is a summary of related theory, mainly the related theory ofenterprise performance management and KPI management.The third chapter is the management framework of performance evaluation forSiping Mobile’s customer managers, including the analysis of the market demand, themajor business process of customer managers and constructing the node ofperformance management module.The fourth chapter is the design and application of customer manager KPImanagement scheme of Yitong Mobile, discussing the design of the customermanager KPI, and applying KPI to customer managers and evaluating itsperformance.The fifth chapter is conclusion and prospect, summarizing this study, and lookingto the possible research and application trends in the future.The performance management based on KPI can help enterprises grow in thecontinuous changing environment, meet customer demand, achieve higher customersatisfaction, and encourage enterprise’s long-term stability and development. At thesame time, this study will also provide reference and lay the foundation forsubsequent research or application on performance management or on performancemanagement based on KPI.