776绩效管理视角下的嘉兴报检大厅窗口服务质量管理研究

绩效管理视角下的嘉兴报检大厅窗口服务质量管理研究摘要：“十二五”时期，和平、发展、合作仍是时代潮流，世界多极化、经济全球化进一步加快，外向型经济依然有着较大的发展空间，为检验检疫发挥把关作用、服务地方经济、促进事业发展提供了良好的机遇。嘉兴报检大厅窗口服务质量管理要开展绩效考核工作，核心问题是使嘉兴报检大厅窗口服务质量管理的战略目标得以顺利实现。要实现战略目标，人是其中最关键的因素。本文通过对嘉兴报检大厅窗口服务质量管理的研究，得出只有使人力资源发挥最大效能，调动人的积极性，才能使嘉兴报检大厅窗口服务质量管理各级管理人员都有使命感，进而发挥创造力，使报检大厅具有运行活力，进而对人力资源进行整合，使优者得其位，劣者有压力并形成向上动力，使得嘉兴报检大厅窗口服务质量管理目标在优化的人力资源作用下得以顺利的实现。关键词：嘉兴报检大厅；服务质量；绩效管理；绩效考核Abstract:Thetwelfthfive-yearperiod,peace,developmentandcooperationremainthetrendofTheTimes,theworldmulti-polarizationandeconomicglobalizationspeedingup,thefurtherdevelopmentofexport-orientedeconomystillhasalargespace,haveacheckontheinspectionandquarantine,servicethelocaleconomy,andpromoteenterprisedevelopmentprovidesagoodopportunity.Jiaxinginspectiondeclarationhallwindowservicequalitymanagementtocarryoutperformanceappraisalwork,thecoreproblemistomakejiaxinginspectiondeclarationhallwindowservicequalitymanagementofstrategictargetimplementationsmoothly.Toachievestrategicgoals,whoisoneofthemostcriticalfactor.Thisarticlethroughtojiaxinginspectiondeclarationhallwindowservicequalitymanagementresearch,Itisconcludedthatonlythemaximumefficiencyofhumanresources,mobilizetheenthusiasmofpeople,servicequalitymanagementtomakejiaxinginspectiondeclarationhallwindowmanagersatalllevelshavethesenseofmission,andcreativity,makeinspectiondeclarationhallhasrunvitality,onintegratinghumanresources,andmakeofinstituting,LieZhepressureandformupthepower,makejiaxinginspectiondeclarationhallwindowservicequalitymanagementgoalinoptimizinghumanresourceundertheactionofthesmoothimplementation.Keywords:jiaxinginspectiondeclarationhall;Theservicequality;Performancemanagement;Performanceappraisal目录1绪论.....................................................................................................................11.1本文研究背景.........................................................................................11.2国内外研究现状.....................................................................................31.2.1国外研究现状..............................................................................31.2.2国内研究现状..............................................................................41.3本文研究意义.........................................................................................72绩效管理相关概述............................................................................................82.1绩效与绩效管理内涵.............................................................................82.3绩效管理的定义与组成.........................................................................92.3绩效考评方法.........................................................................................92.3.1平衡积分卡（BSC）...................................................................92.3.2关键绩效指标（KPI）.............................................................102.3.3目标导向的绩效管理（MBO）..............................................112.3.4全方位绩效考核法(360度考核法).........................................112.3.5主基二元考核法........................................................................112.4绩效管理的重要性...............................................................................122.4.1绩效管理在服务部门的地位....................................................122.4.2绩效管理在服务部门的重要性................................................123嘉兴报检大厅窗口服务的绩效管理问题......................................................133.1嘉兴报检嘉善办事处的主要职责.......................................................133.2报检大厅绩效考核细则.......................................................................133.3嘉兴报检大厅窗口服务绩效考评的问题...........................................163.3.1绩效考评信息沟通不畅.............................................................163.3.5缺乏绩效考核的整体理念........................................................173.3.3考核者的心理作用导致绩效考核不公平................................173.3.4绩效考核结果没有反馈...........................................................173.4绩效管理在实践中存在以下几个问题.............................................183.4.1绩效指标的设定不准确............................................................183.4.2绩效管理信息化基础不好........................................................183.4.3绩效考核结果难以保证公平公正............................................193.5服务工作人员绩效考核中存在的问题...............................................193.5.1考核者主观因素产生的问题....................................................193.5.3认为绩效考核只是人力资源部的工作....................................203.5.4绩效考核体系不健全................................................................213.6改进嘉兴报检大厅窗口服务绩效考核的措施...................................213.6.1采用多种考核形式相结合的方法............................................213.6.2明晰绩效考核战略目标............................................................223.6.3全方面、多角度考核................................................................233.6.4完善考核指标............................................................................243.6.5明确考核周期............................................................................244绩效管理视角下嘉兴报检大厅窗口服务的质量管理..................................254.1嘉兴报检大厅窗口服务质量绩效管理的科学内涵............................264.2嘉兴报检大厅窗口服务质量绩效管理的设计原则................