I 摘要 近年来，随着市场经济不断深化，经济发展日益迅速。商业银行作为经济发 展中的重要力量，持久推动着经济的发展进程。国有商业银行、股份制银行、城 商行等各类型商业银行在产品、利率等方面竞争日趋激烈。其中，最为重要的是 人力资源和人才的竞争。在各商业银行岗位设置中，信贷客户经理是银行利润的 直接创造者，也是带动银行其他业务、综合开发其他金融产品的中坚力量。一家 银行要在激烈的市场竞争中占有一席之地、凸显优势，就必须不断优化信贷客户 经理绩效考核体系，充分调动信贷客户经理工作效率和积极性，提升个人能力， 提高银行整体竞争力。 本文采用深度访谈及实地调研法，充分了解到邮储银行HD分行现行信贷客 户经理绩效考核体系中存在的不足和问题主要是绩效考核宣贯效果不佳、绩效考 核指标设定不科学、绩效考核难以兼顾短期收益与长远发展、绩效考核过程缺乏 沟通与公平、绩效考核结果反馈和利用不充分。进而结合文献分析法、深度访谈 及调研法、定量和定性分析相结合等研究方法，运用关键绩效指标、平衡计分卡 和360度反馈三种工具构建新的绩效考核体系，科学选取绩效考核指标，调整考 核周期、补充考核内容、畅通沟通渠道、总结考核结果，及时调整和优化绩效考 核体系，并对研究成果进行有效性验证，以期推动邮储银行HD分行的业务发展 和综合竞争力的提升，最终促进HD地区市场经济的长远发展。 关键词：邮储银行；信贷客户经理；绩效考核 Abstract II Abstract Inrecentyears,asthemarketeconomybecomesmature,theeconomyhas developedrapidly.Asanimportantfactorofeconomicdevelopment,commercial bankshavebeencontinuouslypromotingtheeconomicdevelopmentpetition againstproductsandinterestratesamongstate-ownedcommercialbanks,joint-stock banks,urbancommercialbanksandothertypesofcommercialbanksarefierce. Amongthem,thecompetitionofhumanresourcesandtalentsisthemostfiercest.In thepositionsofcommercialbanks,thecreditmanagerisnotonlythedirectcreatorof bankprofits,butalsothebackboneofdrivingotherbusinessanddevelopingother financialproducts.Ifabankwantstomaintainitsplaceinthefiercemarket competitionandhighlightitsadvantages,itmustconstantlyoptimizetheperformance appraisalsystemofcreditmanager,fullymobilizetheworkefficiencyandenthusiasm ofcreditmanager,enhancepersonalabilityandimprovetheoverallcompetitiveness ofthebank. Thisarticleusesdepthinterviewsandfieldresearchtolearnthedeficienciesand problemsexistinginthecurrentperformanceappraisalsystemforcreditmanagersof HDbranchofpostalsavingsbank.Itnoticedthatthemainproblemsexistingin currentsystemarepoorpublicityandimplementation,unscientificstandards, difficultyinbalancingshort-termincomeandlong-termdevelopment,lackingof communicationandfairnessintheprocessofperformanceappraisal,andinsufficient feedbackandutilizationofperformanceappraisalresults.Toaddresstheseissuesand thereforepromotethebusinessdevelopmentandcomprehensivecompetitivenessof theHDbranchofpostalsavingsbank,andultimatelypromotethelong-term developmentofthemarketeconomyintheHDarea,thisarticlecombinesresearch methodssuchasliteratureanalysis,in-depthinterviewsandresearchmethods, quantitativeandqualitativeanalysis,andusesthreetoolssuchaskeyperformance indicators,balancedscorecardsand360-degreefeedbacktoconstructanew performanceappraisalsystem,whichscientificallyselectsperformanceappraisal indicators,adjuststheevaluationcycle,supplementstheevaluationcontent,smoothes communicationchannels,summarizestheevaluationresults,adjustsandoptimizesthe performanceevaluationsysteminatimelymanner,andthearticlealsoverifiesthe Abstract III effectivenessoftheseresearchresults. Keywords:postalsavingsbank;creditcustomermanager;performanceappraisal 目录 IV 目录 摘要.............................................................................................................................I Abstract..........................................................................................................................II 第1章绪论..................................................................................................................1 1.1研究背景及意义.................................................................................................1 1.1.1研究背景.......................................................................................................1 1.1.2研究意义.......................................................................................................2 1.2文献综述.............................................................................................................3 1.2.1国外研究现状...............................................................................................3 1.2.2国内研究现状...............................................................................................4 1.2.3文献评述.......................................................................................................7 1.3研究内容及研究方法.........................................................................................8 1.3.1研究内容.......................................................................................................8 1.3.2研究方法.......................................................................................................9 1.4采取的技术路线及创新点...............................................................................10 1.4.1采取的技术路线.........................................................................................10 1.4.2创新点.........................................................................................................10 1.5本章小结...........................................................................................................11 第2章相关理论概述................................................................................................12 2.1绩效考核相关概念...........................................................................................12 2.1.1绩效.............................................................................................................12 2.1.2绩效考核.....................................................................................................12 2.1.3绩效考核体系.............................................................................................12 2.2绩效考核的原则...............................................................................................12 2.2.1客观公正原则.............................................................................................12 2.2.2公平透明原则.............................................................................................13 2.2.3普遍性和特殊性相结合原则.....................................................................13 2.3绩效考核的方法...............................................................................................13 2.3.1目标管理法.................................................................................................13 2.3.2等级评估法.................................................................................................13 2.3.3关键绩效指标法.........................................................................................14 目录 V 2.3.4平衡计分卡.................................................................................................15 2.3.5360度反馈...................................................................................................16 2.4本章小结...........................................................................................................17 第3章邮储银行HD分行信贷客户经理绩效考核现状及问题分析....................19 3.1HD分行基本情况.............................................................................................19 3.2信贷客户经理概况...........................................................................................19 3.2.1年龄结构分布.............................................................................................19 3.2.2学历层次分布.............................................................................................20 3.2.3专业水准分布.............................................................................................21 3.2.4岗位职级概况...............................................................................