Evaluation Of Customer Complaint Management System Performance

The comprehensive competition ability of enterprise in the final analysis depends on talents which are also the most important and scarcest strategic resources and core ability of enterprise. How to motivate talents through performance evaluation and to attract and retain them are major research subjects for modern enterprises. With regard to the current situation of performance evaluation of China enterprises, most of them still conduct evaluation according to earlier experience which lacks unified and objective standards without building a standardized and quantitive evaluation system and leads to uneven performance management levels. Take radio and television enterprises as an example, due to their monopolistic position in market their performance allocation methods are unfair and unreasonable, which affects staff’s desire to work and the improvement of their working skills. Given the characteristics of radio and television industry, building performance evaluation program in clients’complaints management system is an effective way to enhance competitiveness of the enterprises. Therefore, the focus of this dissertation is on how to build practical performance evaluation program in clients’complaints management system.Jinan Branch of Shandong Radio and Television Corporation (hereinafter called JNTV) was established in1992with approximately600,000cable television users and400staff. With the rapid integration of Three Networks, JNTV as the branch company has been transformed from public service unit into profitable enterprise, from monopolistic management into marketing management. The outflow of talents hinders development pace of the enterprise, which results from out-dated performance management, especially the problems of performance evaluation, such as inaccurate orientation, improper point assignment, attaching undue importance to individual performance, lacking evaluation feedback and low correlation between performance management and enterprise development. Optimization and perfection of the performance evaluation under clients complaints management system has become one of the urgent problems of JNTV.This dissertation, on basis of collected research materials, utilizing marketing and human resources management theories, selects JNTV as research subject to diagnose the problems of its performance evaluation system and optimize the evaluation program in accordance with the practice. Firstly, it introduces the relevant theories on clients’ complaints management and performance evaluation and research review at home and abroad. Secondly, it presents an introduction to JNTV and the situation of its performance evaluation management. On basis of collected materials and evaluation satisfaction survey, it analyzes the current situation of its performance evaluation management and finds out the problems of the evaluation system. Thirdly, with SWOT analysis method and combined with the current research on China radio and television enterprises performance evaluation, it puts forward the optimized evaluation program of JNTV. Then through evaluation satisfaction survey it assesses the effect of this program. Finally, it ends up with a research summary.The research on performance evaluation is of great importance to enterprise performance management, which is also the most direct and effective method of attracting, retaining and motivating talents. This dissertation profoundly analyzes the great changes and shocks that the radio and television enterprises experienced in terms of enterprise culture, system transformation and identity change under the background of Three Networks integration, presents the optimized evaluation program, which has a certain reference value to JNTV evaluation system construction and a realistic significance to conduction of performance evaluation.