Research On The Construction Of Performance Appraisal Index System Of N Consulting Center Based On Balanced Scorecard Theory

With the continuous functional transformation of our government,it becomes a trend to establish a service-oriented government,which requires higher service level of public service departments in the government.The establishment of a scientific and rigorous performance appraisal system is conducive to team construction in public service departments and the improvement of personnel quality.Governmental affair hotline serves as a link between the general public and government,the service competence improvement of which is directly related to the most practical interests most concerned by the general public.There are many governmental affair hotline service centers same as N consultation center.For sake of service-oriented government,it is an inevitable choice to explore and construct suitable performance appraisal system.In this paper,balanced scorecard theory is introduced into the performance appraisal of the non-profit consulting industry.N consultation center's performance evaluation system is optimized through the introduction of the balanced scorecard,which is proposed to solve following problems such as unclear performance appraisal purpose,lack of detailed evaluation criteria,unscientific performance appraisal method,low telephone connection caused by staff's work enthusiasm decline,long-time waiting and problems unsolved for the public,the public satisfaction level drop.Through the construction of the performance appraisal system based on the balanced scorecard in Inner Mongolia 12333 consultation center,the balanced scorecard theory is applied in depth in the field of public service,which can provide certain referece for the governers.In this paper,the present situation of performance appraisal in N consultation center is analyzed,first-hand public service demands are collected,an index system of performance appraisal of N consultation center based on balanced scorecard is established by use of research methods including literature research method,qualitative analysis method,interview,questionnaire and case study method,developmental strategy of N consultaion center is clearly defined,performance appraisal index system based on balanced scorecard is used to assocaite staff daily work with strategic mission so that strategic mission goal is realized through incentive of performance appraisal,scientific and reasonable guidances are provided for practical work in N consultation center from governmental angle.Through building of balanced scorecard performance evaluation index system,scientific measurement and evaluation of the staff performance in N consultation center can be achieved,service quality and service efficiency can be improved and a more scientific,reasonable,efficient and convenient 12333 advisory service platform can be built eventually.As a result,social public recognition and satisfaction can be obtained.Through construction of index system of performance appraisal in N consultation center based on balanced scorecard,it can be found that it is practicable to apply balanced scorecard theory in N consultation center.It has been widely recognized to apply balanced scorecard in government and non-profit departments.N conslutation center,as a window unit,has corresponding strategy and mission with balanced scorecard theory.Meanwhile,information-based operational way of governmental affair service facilitates appraisal operation of balanced scorecard.Besides,through this paper,not only has the performance appraisal system in N consultation center been construted,but also experiences are provided for other non-profit call centers to further improve performance appraisal methods.Successful implementation of performance appraisal system based on balanced scorecard theory in N consultation center will sets an excellent example for 12333 consultation centers in leagues and cities in Inner Mogolia,which can greatly impove work quality of 12333 staff and ultimately be greatly advantageous to satisfaction level in the public of human resources and social security departments.