宜昌供電公司客戶服務中心績效管理方案設計.pdf

1、湖南大學碩士學位論文宜昌供電公司客戶服務中心績效管理方案設計姓名：張欣申請學位級別：碩士專業(yè)：工商管理指導教師：姚艷虹20091227AbstractPerfomancemanagementisanessentialandimportantlinkofthemodembusinessmanagementsystem，anditisthewaytoachieVeandmonitor鏟oupstrate91cobjectivesThecon

2、st九lctionofperfomancemanagementsystem1sadynamlcengineeringaccompanied—withrefo衄anddeVelopmentItisVeryuse如landmeaningfulforpowerente印risestocarr)routperfo鋤ancemanagementeffectiVely1ntheprocessoftherefomofelectricitysystem

3、Itbecomesanurgenttasktorthemanagementtoconstmctaperfomancemanagementsystemth璣。sultstheente印nseThispaperfocusesonfindingawaytoconstructaperfomancemanagementsvstembasedontheCustomerServiceCenterOfYiChangPowerSupplyCompanyA

4、saprofessionalunitofYiChangPowerSupplyCompany，theCustomerServiceCenterhasaheadyoptimizedthemanagementstnlctureandreformedtheoperationprocedureattheendoftheyear2008Accordingtotherequirementotapplylngperfo徹ancemanagement，i

5、tbecomesVeryurgentforustoconstmctthepertomancemanagementsystemthatsuitsTheCustomerServiceCenterThepaperintroducedthebackgroundandimportanceoftheresearch；deteminedtheprinciplesandthefr鋤eworkfortheresearch；collectedandanal

6、yzedtherelatiVeperfomancemanagementknowledgeItclarifiedCSC’sfunction，stmcture，staffandpresentstatusoftheperfomlancemanagement，andthenpointedouttheproblemofperfo眥ancemanagementSof打thereexistssuchproblemsasundetemlnedorgan

7、izationstmcture；unscientmctargetsetting；unreasonableeValuationmethodslnthemodelofperfomancemanagementwhichmakestheresultcan’trenecttherealperfomanceandcausesusnottoapplytheresultef五cientlyThemainreasonsfortheseproblemsli

8、einsuchaspects：incompleteawarenessaboutpertomancemanagement；weakperfomancemanagementfoundation；unhealthyorgamzatlon向nctionwhichdoesnotmatchwithenterprise’sdemand；culturesystemwhlchrestricttheapplicationofenterprise’smles

9、ThepaperpresentedacompletedesignfromtheseVeralaspectssuchastheprinciples，thestructure，thekeyindex，theapproachandthemethodAsfortheapplicationoftheperfbmancemanagement，wecanfollow5stepswhichincludepreparation，propagandaand