Study On Appraisal Improvement Of SI Service Performance

After-sales service has been paid increasing attentions due to "Service is King" thinking in the world today. It has become a profit engine and differentiator in the competition. However it is quite different in China due to Chinese customer’s "Free Service" culture as well as the severe competition in the market. Along with the SI company penetration into China market, SI service department has been asked to deliver stronger financial performance like in Europe and US markets, on the other hand, service department has to consider Chinese local player’s "Free Service" strategy. In the meantime SI continues to adopt other small companies, and result in frequent movement of Service Director and Service Managers. There was no long term service strategy at all. Therefore, the service performance appraisal was extremely difficult. The purpose of this paper is to figure out a Performance Appraisal method that suits SI After-Sales Service department.This paper reveals the root causes of performance appraisal problems, and then introduces the typical appraisal methods. The Balanced Score Card (BSC) method has "balanced" and "strategic" features, therefore was chose as service performance appraisal method. In accordance with the BSC approach, it works out the service vision and strategy by consideration of SI service headquarter and SI China company vision and strategy statements. And then it defines the key performance indicators from Financial, External Customers, Internal Processes and People development perspectives as well as taking all stakeholders’interests into consideration. It also designs the Strategic Map and the BSC to help translate company strategy into individual’s goals and objectives. In the end it tells how to implement the BSC into service department.The BSC successfully solved the problem that company vision&strategy never been well communicated and implemented into service team, it balanced the financial and non-financial goals&objectives such as customer satisfaction, safety and quality, employee growth plans etc. It also successfully provided a justification of long term investment against short term financial impact which seemed impossible mission in the past.Usually BSC is considered to be the best tool of strategy implementation in enterprise-wide. This paper presents a new concept that BSC can be firstly implemented in a functional department such as Service Department, then expands to whole enterprise with lessons&learns. The success gives a good example to other enterprises.