Research On Performance Evaluation Of Customer Service Department Of The GDW Company

With the rapid development of the market economy, performance evaluation has become the major problem in the field of human resource which drawn attention of most enterprises. Business executives have taken various actions to promote the innovations and developments of performance evaluation. Human resources policies and performance evaluation methods vary due to different scale, environment, development stage and internal culture of each enterprise.According to basic concepts in human resource management and correlating theories in performance management, this paper consults and diagnosis on performance evaluation of Custom Service department of GDW and help the department establish performance evaluation system which conforms to both the company’s entire development strategy and career development of staffs in Custom Service department.GDW is a diversified company which develops, manufactures and distributes health care products. The business of the company involves in many fields such as online shopping, TV shopping, magazine shopping etc. and the products include health care products, food, cosmetics, clothing, personal care etc.. GDW electronic mall has become leading brand of health care product consumption platforms.Through the approach of investigation, this paper diagnosis the present situation of human resources in Custom Service department of GDW and preliminarily analyze the internal cause of the existing problems. And in accordance with the preset situation of Custom Service department of GDW, this paper also introduces performance evaluation theories and methods through scheme design. This paper uses the empirical research method of combining theory with practice, and according to the present situation, designs the performance evaluation which is the major problem of Custom Service department of GDW with performance management theory as a guide. Meanwhile, this paper also uses the combination quantity and quality analysis to support the basic concept and specific design in the case.In consideration of the real situation of Custom Service department of GDW, this paper advises to use KPI as performance evaluation method. This paper focuses on the general method and process of KPI extraction and base on which come out the overall scheme of performance management.This paper is divided into six chapters. The first chapter is introduction, briefly introduced in this paper, we study the background and significance, as well as articles of research ideas and methods; The second chapter is literature review, the paper expounds this article referred to in the process of performance evaluation theory; The third chapter is basic profile of GDW company; The fourth chapter is the analysis of the current situation and problems of GDW company customer service performance evaluation; The fifth chapter is about performance evaluation program design of GDW company customer service, According to the actual situation of GDW company, put forward in line with the actual performance evaluation form; The sixth chapter is about GDW company new performance evaluation system.