Suzhou Mobile's Account Manager Performance Appraisal System Construction Research

As the main creator of China Mobile,the client manager has played a long term role of communication between the company and the customer,and has a decisive role in improving the quality of China Mobile's operation and maintaining sustainable development.Therefore,it is further optimized and perfect the performance of the client manager assessment system is extremely important.In this paper,the status qua of performance evaluation system of customer manager of Suzhou Mobile Group is found to be still a lot of problems:for example,the system of performance appraisal of client manager is not perfect,the salary management system of client manager needs to be improved and the system of performance communication is still flawed.This paper will be based on the operation model of Suzhou Mobile Group's customer department,combined with the characteristics of the client's account manager and the present situation of the current performance appraisal system management,and then determine the use of balanced scorecard theory as the framework of the assessment method,combined with KPI key index to build the mobile client manager performance appraisal model from the financial dimension,the customer dimension,the internal business process dimension,the learning and the growth dimension.Through the questionnaire to determine the weight of key indicators,as well as the design of the latest assessment process.Finally,the evaluation system of the Balanced Scorecard Account Manager,which is constructed from 22 assessment indicators,is established,and the account manager's budget plan system and the account manager's performance communication system are prepared.Finally,the new design of the assessment system for the Suzhou Mobile Group,the customer account manager of the re-assessment and the results of the assessment and the results of the old assessment system to analyze the advantages of the new system,and put forward the performance appraisal system of institutional security measures,job training measures and incentive measures.Faced with the rapid development of the community and the needs of a diverse customer base,if you want to continue to maintain the leading edge,you need to better play the role of customer manager,based on the Balanced Scorecard performance manager assessment system to build a certain reference value.Only by constantly optimizing the performance management system and improving the management level of the client manager can we ensure the virtuous circle and continuous development of China Mobile's business,so as to create more economic benefits.