Research On Performance Evaluation Optimization Of W-Mobile Account Managers

W Mobile,a county-level branch of Jiangsu Mobile,is located in W District,the southernmost part of Jiangsu Province.It is mainly responsible for the development of communication companies in the W administrative region and the construction and maintenance of infrastructure communication facilities.With the continuous deepening of the reform of the national communication industry,the three major telecommunication operators have the full-service operational capabilities of the entire network,and therefore the competition of the industry is fierce.Coupled with the loss of demographic bonuses,the market of domestic communication users,especially mobile communication ones,is approaching saturation.Over a decade,there is no use in communication carriers relying on expanding more users to promote business development.At the same time,due to the rapid development of mobile Internet social media,user behavior habits have undergone tremendous changes.The most direct result is that carriers' traditional voice revenue has experienced negative growth,and traffic income has grown rapidly.However,unfortunately,in recent years,the introduction of a series of “accelerate and reduce fees” policies by the state has resulted in growth in traffic income that cannot offset the loss of voice revenue.Under this background,because the group customers have the characteristics of “two highs and one low”(high fees,high loyalty,and low rate of off-grid),the retention of the customer segment market has become the most important part of the overall market retention of the communication operators.In addition,during the “13th Five-Year Plan” period,the implementation of the National Big Data Strategy and the Network Power Strategy has made the Group's information market a new business blue ocean for operators,and competition among group customers has become a major focus of the telecom industry in the new era.As the development and maintenance of the customers of the communications operator group market,the account manager is the key element for the company to occupy the group's new battlefield and increase the coverage of the group's business.Only by continuously optimizing and designing effective performance assessments and scientific performance assessment can we improve the performance of the client managers,cultivate,develop,and retain outstanding talents,thereby enhancing company performance.In this paper,by staff interviews and questionnaire of the W mobile company account managers it is found that the client managers have a low degree of understanding of the current performance assessment,and their satisfaction with the performance evaluation program is not high.It is also shown in the survey that there are some problems such as the lack of scientific and reasonable performance evaluation indicators,the lack of transparency in the assessment process,ineffective feedback on assessment results,and inadequate application of assessment results.Through the specific analysis of the problems existing in the performance evaluation of the W-mobile company's client managers,the main causes of the problems are found,including the lack of performance appraisal personnel,poor performance appraisal communication,single performance appraisal subject,and the lack of work before the assessment index design.Combining the above analysis,this paper optimizes the performance evaluation of the client manager from seven aspects: the performance evaluation subject of the client manager,process,content,index weight,performance communication,performance feedback,and application of performance results,and on this basis,the W mobile is completed.The design of the company client manager performance appraisal optimization plan.this paper discusses the following seven aspects: the main body of the performance evaluation of the client managers,the performance appraisal process,the content of performance appraisal,the indicators of performance appraisal,performance communication,performance feedback,and the application of performance results.The client manager's performance assessment optimization plan was designed.On this basis,I completed the design of the performance appraisal optimization plan for W mobile company's client managers.In order to guarantee the implementation of the client manager's performance appraisal and optimization plan,this article proposes to create a good atmosphere and obtain support from all parties;improve the organization andclarify the responsibilities of all parties;continue to communicate and constantly improve the system;establish and improve the system and strengthen the hard constraints;nurture the performance culture and implement inertia;use the management information system and make the performance assessment scientific and transparent.All in all,the above mentioned are the six safeguard measures.Finally,this paper summarizes and looks forward to the optimization of the customer manager assessment program.