目前我国商业银行面临复杂的经济形势，金融产品的差异化越来越小，人力 资源逐渐成为商业银行竞争的重点。而客户经理作为商业银行人才竞争的重要组 成部分，在银行经营发展中发挥着重要作用，如何对客户经理进行有效的绩效考 核而使客户经理发挥出最大的潜能，是值得商业银行深思的问题。 本文以兰州银行支行客户经理绩效考核体系为主要研究对象，运用文献研究 法对国内外研究现状及绩效考核的相关概进行阐述。介绍兰州银行和兰州银行支 行客户经理绩效考核的现状，通过调查问卷法对兰州银行现行的支行客户经理绩 效考核体系进行分析研究，得出现行的兰州银行支行客户经理绩效考核体系中存 在的问题并对产生的问题原因进行分析。针对现行的支行客户经理绩效考核体系 中存在的问题提出绩效考核体系的优化思路与原则，对该体系进行优化，主要包 括：支行客户经理绩效考核指标的优化及权重的重新分配、绩效考核流程的改进、 绩效考核制度的完善，同时，为了使优化后的体系顺利运行，提出具体的保障措 施。通过对兰州银行支行客户经理绩效考核体系的优化，使该体系在运行中更具 全面性，同时也提高了支行客户经理在工作中的公平感，促使客户经理积极实现 银行战略目标。 关键词：兰州银行；支行客户经理；绩效考核；优化 MBA学位论文作者：刘钰婕兰州银行支行客户经理绩效考核体系优化研究 II StudyonOptimizationPerformanceEvaluationSystemof BranchCustomerManagersinLanzhouBank Abstract Atpresent,China'scommercialBanksarefacingacomplexeconomicsituation, thedifferentiationoffinancialproductsisgettingsmallerandsmaller,andhuman resourcesaregraduallybecomingthefocusofcommercialBanks'competition.Asan importantpartofthecompetitionfortalentsincommercialBanks,customermanagers playanimportantroleintheoperationanddevelopmentofBanks.Moreandmore commercialBanksattachgreatimportancetotheeffectiveperformanceappraisalof customermanagerstomotivatetheirenthusiasmforwork. Thispapertakestheperformanceappraisalsystemofcustomermanagerofbank ofLanzhousub-branchasthemainresearchobject,andUSEStheliteratureresearch methodtoelaboratethedomesticandforeignresearchstatusandtherelatedoverview ofperformanceappraisal,andintroducesthecurrentsituationofperformance appraisalofcustomermanagerofbankofLanzhouandbankofLanzhousub-branch. Throughthequestionnairemethod,theauthoranalyzedandstudiedthecurrent performanceappraisalsystemofcustomermanagerofbankofLanzhoubranch,got theexistingproblemsintheperformanceappraisalsystemofcustomermanagerof bankofLanzhoubranch,andanalyzedthecausesoftheproblems.Inviewofthe currentbranchaccountmanagerperformanceevaluationsystemareputforward accordingtotheexistingproblemsinperformanceappraisalsystemofthe optimizationideasandprinciples,tooptimizethesystem,mainlyincludes:branch accountmanagerperformanceevaluationindexesofoptimizationandtheweightof redistribution,theimprovementofperformanceappraisalprocess,andthe improvementoftheperformanceappraisalsystem,atthesametime,inordertomake theoptimizedsystemrunsmoothly,andspecificprotectionmeasuresareputforward. ThroughtheoptimizationoftheperformanceappraisalsystemofbankofLanzhou branchaccountmanagers,thesystemwasmademorecomprehensiveinoperation, andthesenseoffairnessofthebranchaccountmanagersinworkwasalsoimproved, whichpromptedtheaccountmanagerstoactivelyachievethebank'sstrategicgoals. MBA学位论文作者：刘钰婕兰州银行支行客户经理绩效考核体系优化研究 III Keywords:LanzhouBank；BranchcustomerManager；PerformanceEvaluation； Optimization MBA学位论文作者：刘钰婕兰州银行支行客户经理绩效考核体系优化研究 IV 目录 中文摘要.............................................................................................I Abstract.............................................................................................II 第一章绪论.........................................................................................1 1.1研究背景与研究意义............................................................................1 1.1.1研究背景.....................................................................................1 1.1.2研究意义.....................................................................................2 1.2研究内容与研究思路............................................................................2 1.2.1研究内容....................................................................................2 1.2.2研究思路....................................................................................3 1.3研究目的与研究方法............................................................................4 1.3.1研究目的.....................................................................................4 1.3.2研究方法....................................................................................6 第二章相关理论与方法综述..........................................................7 2.1客户经理绩效考核相关概念................................................................7 2.1.1绩效考核相关概念.....................................................................7 2.1.2客户经理相关概念....................................................................8 2.2绩效考核相关理论..............................................................................10 2.2.1理论基础...................................................................................10 2.2.2文献综述...................................................................................10 2.3绩效考核的主要方法..........................................................................13 2.3.1BSC绩效考核法.......................................................................13 2.3.2KPI绩效考核法.......................................................................14 2.3.3MBO绩效考核法.......................................................................14 2.3.4360度反馈法...........................................................................15 第三章兰州银行支行客户经理绩效考核现状及存在问题..........16 MBA学位论文作者：刘钰婕兰州银行支行客户经理绩效考核体系优化研究 V 3.1兰州银行经营状况..............................................................................16 3.1.1兰州银行发展现状..................................................................16 3.1.2支行客户经理的设置及管理现状......................................16 3.2现行支行客户经理绩效考核体系简介及评价..................................21 3.2.1支行客户经理绩效考核评定组织..........................................21 3.2.2支行客户经理绩效考核目的及方式.......................................21 3.3现行考核体系问卷调查......................................................................23 3.3.1问卷调查的目的......................................................................23 3.3.2调查问卷的设计......................................................................23 3.3.3调查问卷结果分析..................................................................24 3.4现行绩效考核体系存在问题及原因分析..........................................29 3.4.1支行客户经理绩效考核体系存在的问题..............................29 3.4.2支行客户经理绩效考核体系存在问题的原因......................33 第四章兰州银行支行客户经理绩效考核体系优化......................36 4.1优化方案的设计思路..........................................................................36 4.1.1优化方案的目标.......................................................................36 4.2.2优化方案的设计原则..............................................................36 4.2支行客户经理绩效考核体系优化......................................................38 4.2.1客户经理绩效考核指标体系优化..........................................38 4.2.2客户经理绩效考核流程体系优化...........................................48 4.2.3客户经理绩效考核制度体系优化..........................................50 4.3优化后支行客户经理绩效考核体系应用..........................................52 4.3.1考核体系匹配长期经营要求...................................................52 4.3.2合理解决考核问题...................................................................52 4.3.3增强绩效考核作用...................................................................53 第五章客户经理绩效考核体系优化方案的实施保障..................55 MBA学位论文作者：刘钰婕兰州银行支行客户经理绩效考核体系优化研究 VI 5.1