L公司绩效管理体系研究

华中科技大学硕士学位论文L公司绩效管理体系研究姓名：梁燕申请学位级别：硕士专业：工商管理指导教师：周二华20081031ILLLLL,,,,IIAbstractWiththeeconomicglobalizationandthecomingofinformationear,thecommunicationenterprisesarefacingnotonlycompetition,butalsoopportunities.Inthetraditionalperformanceexaminesystem,thediscrepancyofthegoalsbetweenemployee’sandthecorporation’smakestheaccomplishmentevaluationinappropriate,thesystemexistsinnameonly.Oneofthekeytokeepcorecompetitivenessistoexploreandmanagethehumanresourcesufficiently.So,thetraditionalsystemhastobechanged,themanagementcouldbeimproved.ThispapertakesLCompanyasanexample,makeuseofliteraturesummarizeandanalysis-comparisonmethodstogiveadiagnosis:firstofall,thepresentperformanceexaminesystemistooconcerningabouttheassessmentforthefinancialindicatorsbuttheprocessingindicators.TheSupervisionabsencewillleadsomeshort-runbehaviors,whichwillhinderCompany'sbeneficialdevelopmentandachievingthestrategicobjective;thesecond,lackingofessentialtraining,theappraisalexistsinnameonly.Theoutcomeoftheperformanceappraisalcannotbeusedtoevaluatetheemployees’performance;thethird,thelackofcommunicationabouttheappraisalresultwiththeapartmentandthestafftrapstheinstructionoftheperformanceexaminetoimprovetheirdailywork;thefourth,thelackofmanagementsystemtosupporttheperformancemanagementmakesitcannotworkout.Fortheabove-mentionedproblem,throughtheBalancedScoreCardandKeyPerformanceIndication,thepaperhastriedtoredesigntheperformanceexaminesystem.Makethestrategicobjectiveasatarget,reflectsthecriticalsuccessfactorsofanorganizationfromfanicail,customors,internalaffairsanddevelopment,buildanewexaminesystemwhichconformstoLcompany’sactualsituation.Theauthoralsogivessomesuggestionsonthemanagement,assessmentanddistribution.Bythepracticeofthetotalimprovedplan,wehopethecompanyandtheemployeescouldmakeaprogresstogether,andthenputforwardtotheoverallperformance,achievestheenterprisestrategygoal.Keyword:PerformancemanagementKPIBSCTele-communicationenterprise111.1LLL2L1.2LXX2002520041998XXLLXXLLLLATMIPL190721600020G50GL320042005L13591911L()L11LLLL1.34LLLLLLBSC(KPI)52L2.12.1.11BatesHolton1995[1][2]2-162[3]123[4][4]2.1.27[5]1234586[6]:222.2207098090123209010532TCL[7]2.3L2.3.1BSC11[8]2323/2.3.2KPI12KPIKeyPerformanceIndicator1KPIKPI20/8020808020202KPI1KPIKPI2KPIKPIKPIKPI3KPIKPIKPI138024[1]1234KPISMARTKPI24314KPIKPIKPIKPIKPIKPI[9]KPI(KPI)KPI2525KPIKPIKPI153LL3.1L3.1.1LL1LLEBITDAEBITDA2LL1EBITDAEBITDA70CAPEX16ARPU301023L[10]3.1.2LLL117[11]1[11]23EBITDAEBITDA184505051962008(1)1421232018312[12]3121021450%[12]3.2LLLLL3.2.1122LEBITDA21EBITDA7030%23233.2.2L1)L1EBITDA24EBITDA2ARPU252[7]26[7]L[7][7]274L4.1LLL112L28KPIL2LLKPIKPIL29LL3[7]123304L531L1LBSCL2KPI3KPI44.2LL[13]43244[14]LL4.2.1L2007[15]L1)LL33[16][16]2LLLL[16]4141L34LEBITDA4.2.2LLLEBITDALBSCL42[16]ARPU()()42L4243[20]35EBITDA****ARPU*******.....**********VIP*************43L[17]36LL4141LBSC√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√√374.3LLKPI4.3.1KPI1)KPI,/2)138BSC44[17]KPIKPI12442339KPI510[18]242“”ARPUARPU404.3.2[6]KPI30KPI5%5L434534143L2515ARPU1010510%5%5%5%55%100%44L105151020101010101004245L255151515105101004.3.3[19]1234345678445LLL5.15.1.11KPI23455.1.21211013[7]246344//51[7]51/8060708060609010302010203010101010102010[7]475.21LL23485.312493364505[20]51LLLBSCKPIL52MBAL2008853[1]..2003[2]..1999[3]..2001[4]..2002[5]..2001[6]..2005(8):137138[7].:[].2007[8]storrluzi..[9].BSCKPI.2006(8):110111[10]H.2008.,2008[11]L.L2008.,2008[12]L.L.,2007[13]..2004[14]..2005[15]..[16]..2005(12):4853[17].ZZ:[].2007[18]..2000(12):2429[19].KPI.2003[20].:[].542007[21]..[22]..2008(4):3234[23]..2004[24]A...2006[25]·.2000[26]WojhlersGallagher.AFeedbackApproachtoManagementDevelopment.LondonJournalofManagementDevelopment1990(6):1731[27]..2005[28]B.Naughton.Growingoutoftheplan:Chineseeconomicreform.Cambridgeuniversitypress2003(9):2642[29]CampbellJ.P.McCloyR.A.OpplerS.H.andSagerC.E.Atheoryofpenformance.InN.SchmittW.C.BormanandAssociatesPersonnelSelectioninOrganizationsSanFranciscoCA:Jossey-Bass1993[30]Garen.J.E.Executivecompensationandprincipal-agenttheory.JournalofPoliticalEconomy1994(6):11751199[31]..2005(3):5456[32]..2001[33]..2003(3):2426[34]..2004(12):4041[35].“”.2005(6):4546[36]InN.Schitt&W.Borman(Eds).PersonnelSelectioninOrganizations.NewYork:Jossey-Bass1993[37]Thornton.Psychometric.PropertiesofSelf-appraisalofJob-performance.PersonnelPsychology2001(33):263272[38]..2003(11):4555[39]..2006(9):7475[40]..2008(6):1722[41]GaryDessler.HumanResourceManagement(7thedition).1997[42].BSCKPI.2006(10):65[43]David.J.Cherrington.TheManagementofHumanResources.Allyn&Bacon:ADivisionofSimon&SchusterInc.1991[44]AntleR.andA.Smith.Anempiricalinvestigationoftherelativeperformanceevaluationofcorporateexecutives.JournalofAccountingResearch2003(24):139[45]..2006[46]..2004(5):6061[47]..2004(9):4647[48]..2004(12):2830[49]..2007(12):6466[50]..2006(4):6364[51]..2006(6):4849[52]..@2006(8):7071[53]Holmstrom.B.Moralhazardinteams.TheBellJournalofEcomomic