I 摘要 绩效管理是任何一个组织所有管理手段中最重要一环，特别是对于行政人员的 绩效评价一直是困扰学界和业界的一个难题，如何客观、公正、准确地评价公司中 行政人员的工作绩效，构建切实可行且行之有效的行政人员绩效评价方案是有意义、 有价值的探索。 以百康药业公司行政人员的绩效评价问题作为研究对象，采用理论研究与实证 研究相结合、定性分析与定量分析相结合的方法，运用绩效管理的分析框架，参考 KPI指标提炼原理，结合公司改革目标确定了以工作业绩、工作能力、工作态度为一 级指标；同时将行政人员按照工作性质的不同分为行政管理人员、行政专业技术人 员和行政操作服务人员，进一步明确了三类行政人员的二级绩效评价指标；运用AHP 法确定权重，形成完整的百康药业公司行政人员绩效评价指标体系。为提高行政人 员绩效评价的满意度，选择直接主管领导、同级同事与本人对评价项目按照预先制 定的标准打分，采用灰色综合评价模型进行综合评判，以2019年数据为例，最终得 到百康药业29名行政人员的绩效评价结果。 在三类行政人员的评价中，各类人员的评价结果都拉开了档次，这也在一定程 度上佐证了该绩效评价模型区分度良好。另外，从指标权重来看，各类人员指标权 重体现出不同岗位对各项指标要求的差异，为行政人员在公司的发展规制了方向。 综上所述，所构建的灰色综合绩效评价模型较为科学合理、可信可靠，可以在进一 步的运用中持续改进、不断完善。 关键词行政人员；绩效评价；绩效指标；层次分析法；灰色综合评价 Abstract III Abstract Performancemanagementisthemostimportantpartofallmanagementmeansofan organization.Theperformanceevaluationofadministrativestaffhasalwaysbeena difficultprobleminacademiccirclesandindustry.Howtoevaluatetheperformanceof administrativestaffobjectively,fairlyandaccurately,andtoconstructafeasibleand effectiveperformanceevaluationschemeforadministrativestaffisameaningfuland valuabletopic. TheperformanceevaluationofadministrativestaffinBaikangpharmaceutical companyistakenastheresearchobject.Themethodofcombiningtheoreticalresearch withempiricalresearch,qualitativeanalysisandquantitativeanalysisisadopted.Using theanalyticalframeworkofperformancemanagement,referringtotheprincipleofKPI indexrefining,combinedwiththereformobjectivesofthecompany,theprimary performanceevaluationindexisdeterminedtoworkperformance,workabilityandwork attitude.Theadministrativestaffaredividedintoadministrativepersonnel,administrative professionaltechnicalpersonnelandadministrativeoperationservicepersonnelaccording tothenatureoftheirwork,andfurtherlyestablishthesecondaryperformanceevaluation indexbasedonthethreetypesofadministrativepersonnel.TheAHPmethodisusedto determinetheindexweightandformacompleteperformanceevaluationindexsystemof Baikangpharmaceuticalcompany.Toimprovethesatisfactionofadministrativestaff performanceevaluation,thedirectleaderincharge,colleaguesatthesameleveland employeesthemselvesareselectedtoscoretheevaluationitemsaccordingtothepre-set standards.Thegreycomprehensiveevaluationmodelwasusedforcomprehensive evaluation.Takingthedataof2019asanexample,theperformanceevaluationresultsof 29administrativestaffofBaikangpharmaceuticalwereobtained. Intheevaluationofthethreetypesofadministrativepersonnel,theevaluationresults ofallkindsofpersonnelareobviouslydistinguished,whichalsoprovesthatthe performanceevaluationmodelhasgooddiscrimination.Inaddition,theindexweightof differentpersonnelreflectsthedifferenceofrequirementsofdifferentposts,which regulatesthedevelopmentdirectionofadministrativepersonnelinthecompany.In conclusion,thegreycomprehensiveperformanceevaluationmodelisscientific, reasonable,credibleandreliable,whichcanbecontinuouslyimprovedinthefurther 河北科技大学硕士学位论文 IV application. Keywords Administrativestaff；Performanceevaluation；Performanceevaluation index；APH；Greycomprehensiveevaluation 目录 V 目录 摘要....................................................................................................................................I Abstract...............................................................................................................................III 第1章绪论...................................................................................................................1 1.1研究的背景和意义..................................................................................................1 1.1.1研究背景...........................................................................................................1 1.1.2研究意义...........................................................................................................2 1.2国内外研究现状......................................................................................................2 1.2.1国外研究现状...................................................................................................2 1.2.2国内研究现状...................................................................................................4 1.2.3文献评述...........................................................................................................4 1.3研究思路和研究方法..............................................................................................5 1.3.1研究方法...........................................................................................................5 1.3.2研究思路...........................................................................................................5 第2章相关概念及理论...................................................................................................7 2.1绩效评价相关概念及含义......................................................................................7 2.1.1绩效的实质.......................................................................................................7 2.1.2绩效评价的内涵...............................................................................................7 2.1.3绩效评价主体...................................................................................................8 2.2绩效评价指标体系..................................................................................................9 2.2.1评价内容...........................................................................................................9 2.2.2评价指标...........................................................................................................9 2.2.3指标权重.........................................................................................................10 2.3相关量化分析方法................................................................................................10 2.3.1层次分析法.....................................................................................................10 2.3.2灰色综合评判法.............................................................................................11 2.4本章小结................................................................................................................13 第3章百康药业公司行政人员绩效评价现状分析.....................................................15 3.1百康药业公司简介................................................................................................15 3.2公司行政人员现行绩效评价方案........................................................................16 3.2.1绩效评价办法.................................................................................................16 3.2.2绩效评价内容和周期.....................................................................................16 河北科技大学硕士学位论文 VI 3.2.3绩效结果的评定与应用.................................................................................16 3.2.4绩效评价流程.................................................................................................17 3.3行政人员现行绩效管理存在的问题及原因........................................................18 3.3.1公司绩效文化不成熟，行政人员需要接受考核的意识普遍淡漠.............18 3.3.2公司目标唯销售至上，行政人员绩效导向模糊不清.................................19 3.3.3绩效方案缺少设计和筹划，行政人员评价指标简单粗放.........................20 3.3.4重结果轻过程，绩效评价对行政人员失去应有功能.................................21 3.4本章小结..............