I 摘要 随着我国经济进入新常态，保险行业的竞争日趋激烈。面对日益复杂的外部环境， 越来越多保险企业选择通过优化和完善绩效考核的方式来增强其核心竞争力，而其中 构筑一套成熟的绩效考核评价体系不仅能够给予企业员工全面、客观、公开公正的绩 效考核，还能有效地激发员工参与工作的激情和热情，促进企业整体业绩水平的提升， 推动企业的长远发展。 中国人民财产保险股份有限公司（人保）JN分公司的电商部现阶段采取的绩效 考核评价体系已无法满足企业当前发展的需求，同时在一定程度上降低了员工工作的 积极性、创造性，并导致离职率居高不下，严重阻碍了公司的发展。论文针对当前人 保JN分公司电商部的绩效考核评价体系中所出现的问题，提出一套可行的优化方案， 以提高电商销售人员的工作业绩同时减低离职率，促进公司的长远发展。 本文首先对关于绩效考核的研究理论进程梳理，对人保JN分公司电商部现阶段 采取的绩效考核评以及评价体系进行全面、深入的分析，发现电商部现行的绩效考核 评价体系存在评价指标设计不合理、流程不够规范、缺乏有效的反馈机制和考核结果 应用不充分的问题；之后深入挖掘这些问题得出绩效管理人员理念和技能的欠缺、绩 效考核评价配套制度的不够完善和绩效考核指标设计过程中的角度单一是导致以上 问题产生的原因；接着针对电商部的实际情况和特点展开系统分析和研究，根据定性 与定量指标相结合的原则，进一步完善了绩效考核指标体系中的非财务指标，并借助 层次分析法对不同考核指标的权重进行确定，给出各个指标的考核维度以及绩效的考 核周期和考核方法，同时还建议应将考核结果应用到员工的薪酬管理、培训开发、等 级升降及人员调动等涉及员工职业发展的各个发面；最后为保障人保JN分公司电商 部的绩效考核体系的顺利实施给出了一些组织、制度和人员方面的保障措施。 关键词：保险公司，绩效考核，层次分析法，KPI 山东理工大学硕士学位论文ABSTRACT II ABSTRACT AsChina'seconomyentersanewnormal,competitionintheinsuranceindustryis becomingincreasinglyfierce.Facingtheincreasinglycomplexexternalenvironment,more andmoreinsurancecompanieschoosetooptimizeandimprovetheirperformance evaluationtoenhancetheircorecompetitiveness,andtheestablishmentofamature performanceevaluationsystemcannotonlygiveemployeescomprehensive,objective, Openandfairperformanceappraisalcanalsoeffectivelystimulatetheenthusiasmand enthusiasmofemployeestoparticipateinthework,promotetheimprovementofthe overallperformanceleveloftheenterprise,andpromotethelong-termdevelopmentofthe enterprise. Theperformanceevaluationsystemadoptedbythee-commercedepartmentofthe People'sInsuranceCompanyofChina(People'sInsurance)JNBranchatthisstagehas beenunabletomeetthecurrentdevelopmentneedsoftheenterprise,whilereducingthe enthusiasmandcreativityofemployeestoacertainextent,andleadingtoThehigh turnoverratehasseriouslyhinderedthecompany'sdevelopment.Thispaperproposesaset offeasibleoptimizationschemestosolvetheproblemsinthecurrentperformance evaluationsystemofthee-commercedepartmentofthePeople'sInsuranceJNbranch,in ordertoimprovetheworkperformanceofe-commercesalesstaffwhilereducingthe turnoverrate,andpromotethecompany'slong-termdevelopment. Thisarticlefirstsortsoutthetheoreticalprocessofresearchonperformanceappraisal, conductsacomprehensiveandin-depthanalysisoftheperformanceappraisaland evaluationsystemadoptedbythee-commercedepartmentofthePeople'sInsuranceJN branchatthecurrentstage,andfindsthatthereareevaluationindicatorsinthecurrent performanceappraisalandevaluationsystemUnreasonabledesign,inadequateprocess, lackofeffectivefeedbackmechanismandinadequateapplicationofassessmentresults; afterwards,digdeeperintotheseissuestogetthelackofperformancemanagement personnel'sideasandskills,inadequateperformanceassessmentandevaluationsupporting systemandperformanceassessmentindicatorsThesingleangleinthedesignprocessisthe reasonfortheaboveproblems;thenthesystemanalysisandresearcharecarriedout accordingtotheactualsituationandcharacteristicsofthee-commercedepartment. Accordingtotheprincipleofcombiningqualitativeandquantitativeindicators,the non-performanceintheperformanceevaluationindicatorsystemisfurtherimproved. Financialindicators,andusetheanalytichierarchyprocesstodeterminetheweightsof 山东理工大学硕士学位论文ABSTRACT III differentassessmentindicators,givetheassessmentdimensionsofeachindicator,andthe performanceassessmentcycleandassessmentmethod.Atthesametime,itisalso recommendedthattheassessmentresultsshouldbeappliedtoemployeecompensation management,trainingdevelopment,Levelriseandpersonneltransferandotheraspects relatedtotheprofessionaldevelopmentofemployees;finally,someguaranteemeasuresfor theorganization,systemandpersonnelaregiventoensurethesmoothimplementationof theperformanceevaluationsystemofthee-commercedepartmentofthePICCJNbranch. Keywords:InsuranceCompany,PerformanceAppraisal,AnalyticHierarchyProcess,KPI 山东理工大学硕士学位论文目录 IV 目录 摘要.................................................................................................................................I ABSTRACT...............................................................................................................................II 目录................................................................................................................................IV 第一章绪论..................................................................................................................1 1.1研究背景和意义.......................................................................................................1 1.1.1研究背景.........................................................................................................1 1.1.2研究意义.........................................................................................................2 1.2研究目的和内容.......................................................................................................2 1.2.1研究目的.........................................................................................................2 1.2.2研究内容.........................................................................................................3 1.3国内外研究现状.......................................................................................................3 1.3.1国外研究现状.................................................................................................3 1.3.2国内研究现状.................................................................................................5 1.4研究思路和方法.......................................................................................................6 1.4.1研究思路.........................................................................................................6 1.4.2研究方法.........................................................................................................7 1.5创新点.......................................................................................................................8 第二章理论综述..................................................................................................................9 2.1绩效的相关概念.......................................................................................................9 2.1.1绩效及绩效考核.............................................................................................9 2.1.2绩效考核评价体系.........................................................................................9 2.2常用绩效考核的方法.............................................................................................10 2.2.1分析目标管理法...........................................................................................10 2.2.2关键绩效指标法...........................................................................................10 2.2.3平衡计分卡...................................................................................................11 2.2.4360度绩效评价法........................................................................................12 2.2.5各种方法的特点比较...................................................................................12 第三章人保JN分公司电商部绩效考核评价现状及分析............................................14 3.1保险行业及人保JN分公司电商部组织机构简介..........