GF Bank Customer Service Centre Performance Management System Research

Along with the coming of knowledge economy and global economy integration, thebanking service system reform is continuing to develop in depth, and it is being increasinglycompetitive in the banking industry. As one of the small and medium sized commercial banks,Customer Service Centre in the GF Bank is facing enormous challenges in operation andmanagement. To establish a set of scientific and reasonable performance management systemby the development and management of human resources and enterprises’ strategicmanagement need, has a great powerful meaning.Performance management is the core content of component resource management, whichis vital to improve organizational management, to perfect the incentive system, to foundorganizational value, and to realize strategic targets.Based on modern performance management theory, the research methods of interviewinvestigation and questionnaire, review the performance management of the GF Bank, andanalyze its existing performance management and problems, point out the weak point of theexisting performance management. With investigative tools of360-degree assessment andBalanced-scorecard, the thesis optimize the performance management of the CustomerService Centre in the GF Bank and point out the key point of the implement.The360-degree assessment and Balanced-scorecard is an advanced management methodto customer service department. The thesis provides a set of strategy oriented performancemanagement system that used the360-degree assessment and Balanced-scorecard, which isthe significance for customer service department to establish a complete performancemanagement system, and provides a detailed model and example for service department toimport the foreign advanced management methods.