MBA教育中心知识库

绩效考核是企业评价员工工作业绩的重要手段，也是企业提高效率的重要途径。良好的绩效考核体系和办法能够准确评价员工的工作业绩、为组织的人事调整提供正确参考、为其他员工树立榜样。在银行业受互联网金融的冲击，竞争日趋白热化的今天，如何通过绩效考评提高员工的工作绩效，是增强银行竞争力重要路径之一。

本文在查阅大量国内外关于绩效考核方面的研究文献的基础上，运用平衡计分卡及关键绩效指标法对G县农村信用社柜台员工的绩效考核工作展开研究。首先，文章对G县农村信用社柜台员工的基本情况及绩效考核制度进行了介绍。其次，基于平衡计分卡运用问卷调查法从财务方面、客户方面、内部流程方面及学习与成长方面提出G县农村信用社柜台员工绩效考核存在的问题，发现该农村信用社柜台员工绩效考核在财务方面的考核比较全面，基本不存在需要优化的问题；服务客户方面的问题表现客户工作做的不到位，维护客户不够，没有深层次挖掘客户；内部流程方面的问题表现为内部流程管理不到位，考核不全面；学习与成长方面的问题表现为不能激励柜台员工去提升自身综合素质。在此基础上对造成以上问题的原因进行了分析。再次，结合双因素理论、目标设置理论提出该农村信用社柜台员工绩效考核的优化措施：优化柜台员工年龄结构、增加客户方面的考核指标、组建客户管理信息化系统、提高管理层对内部流程管理的认识、简化柜面业务流程、多举措解决高息揽储、拓展绩效考核结果的应用范围、加大对柜台员工的培养力度等。最后，从组织保障和制度保障给出这些优化建议可以落地执行的保障措施。

希望通过本文的研究能够改善G县农村信用社柜台员工的绩效考核现状，对于吸引并留住人才、提高他们的工作积极性有所帮助，对其他企业类似问题的解决提供借鉴。

Performance appraisal is an important means for enterprises to evaluate employees' performance, and it is also an important way for enterprises to improve their efficiency. A good performance appraisal system and method can accurately evaluate employees' work performance, provide correct reference for personnel adjustment of the organization, and set an example for other employees. With the impact of internet finance and increasingly fierce competition in the banking industry, how to improve employees' job performance through performance appraisal is one of the important ways to enhance the competitiveness of banks.

On the basis of consulting a large number of research literatures about performance appraisal at home and abroad, this paper studies the performance appraisal of counter employees of rural credit cooperatives in G county by using the balanced scorecard and key performance indicators. First of all, the article introduces the basic situation and performance appraisal system of counter staff in G County Rural Credit Cooperatives.Secondly, based on the balanced scorecard, this paper puts forward the problems existing in the performance appraisal of counter employees in G County Rural Credit Cooperatives from the aspects of finance, customers, internal processes and learning and growth, and finds that the performance appraisal of counter employees in this rural credit cooperatives is comprehensive in financial aspects, and there is basically no problem that needs to be optimized; The problems in customer service show that the customer work is not in place, the customer maintenance is not enough, and the customer is not deeply mined; The problems in internal process are that the internal process management is not in place and the assessment is not comprehensive; The problems in learning and growth are that the counter staff can not be motivated to improve their comprehensive quality. On this basis, the causes of the above problems are analyzed.Thirdly, combined with the two-factor theory and goal setting theory, this paper puts forward the optimization measures for the performance appraisal of the counter staff of the rural credit cooperative: optimizing the age structure of the counter staff, increasing the appraisal index of customers, establishing the customer management information system, improving the management's understanding of the internal process management, simplifying the counter business process, taking multiple measures to solve the problem of high interest rate, expanding the application scope of performance appraisal results, and strengthening the training of counter staff, etc. Finally, from the organizational guarantee and institutional guarantee, this paper gives the guarantee measures that these optimization suggestions can be implemented.

It is hoped that this study can improve the performance appraisal status of counter staff in G County Rural Credit Cooperatives, help attract and retain talents, improve their work enthusiasm, and provide reference for other enterprises to solve similar problems.