A Study On Kpi Evaluation Program Of After Service Engineers Of Knorr Company

To improve the employee work performance is an important way to enhance thecore competitiveness of enterprises. How to improve employee performance level soas to better serve the realization of the enterprise’s goal, and how to transform thestaff work into the enterprise benefit is a important issue which many enterprisesshould study. Analysis and research on the performance appraisal scheme suitable forthe enterprise combined the present situation of performance management of theemployees and modern human resource management theory is a effective method tosolve this problem.With the market environment of rapid development of Chinese city railway andhigh speed railway, Knorr Company undertook great external market pressure fromthe increasingly powerful competitors, and internal pressure from expanding, whichmade the company’s internal management and coordination pressure also increased.Knorr company After Service Engineers playing an important role as the bridgebetween the market and Company, should be paid more attention. Over the years, thecompany will focus on the expansion of the market, the performance management ofAfter Service Engineers insufficient attention. In past years, the company workedmore on market expanding, but neglected the performance management whichinfluenced the customer satisfaction and After Service Engineers gradually. In thiscase, improving the performance management of After Service Engineers, and bringin KPI performance evaluation is proposed for the company,which will make up forthe past deficiency.Considering the market environment and the special condition of the knorr company, this article brought forward proposed KPI performance appraisal systemthrough the interview of after sale technical engineers and analysis of the companytarget,which is consistent with the company objectives and After Service Engineers’work. By reading a lot of literature, absorbed the essence of modern performancemanagement theory. And put forward the KPI performance appraisal system based onthe combination of theory and practice. Meanwhile, this study emphasized onimproving of the KPI evaluation system, and paid more attention to dynamicallyadjusting of the KPI according to the feedback information. in this case, the adjustedKPI according to market environment and internal environment changing should bemore practical and instructive for the Knorr Company, and should be more useful forsupporting the strategic objectives of the company and supervising After ServiceEngineers.Knorr company customer service engineer KPI evaluation scheme is a productof combining the modern human resource theory with Knorr company practice, whichneed to be optimized constantly and improved continuously in practice. In order toensure to achieve the desired effect of the implementation of KPI appraisal program,the implementing process design must suitable for Knorr company. The circular ofimplementation can guarantee the performance appraisal is gradually perfect, andmake the evaluation results more in line with the actual performance of customerservice engineer. At the same time, regulation of ensuring the implementation of theappraisal program is also an important means to to achieve the desired results.The After Service Engineers of Knorr company distributed all over the country,managed by themselves most of the time. The information asymmetry situation isunavoidable, and it is impossible to get absolutely perfect appraisal results. At thesame time, to optimize future performance appraisal through current feedbackinformation, the hysteresis is inevitable, even though it is the guidance. In this case, inthe conclusion part of the study also put forward some problems, which are worth thinking and study for other researchers and company managers.