文本描述
# 以下为纯文本简介，不带文件格式；详细内容请下载文档查看；
１．：
分类号：C９３３密级
：７：
学校代码１１０８盋苋掌?
学号：２１１２０６５０５０盋芷谙蓿?
广州大学硕士学位论文
H银行柜员绩效考核改进研究
黄燕青
学科专业（领域）：工商管理
研究方向：人力资源管理
５
论文答辩日期：２０２３年月２８日
指导教师（签名）：
答辩委员会主席（签名）：
答辩委员会委员（签名）：
Classified Index:C931.3
U.D.C.:005.96
Dissertation for the Master Degree of MBA
RESEARCHONIMPROVEMENTOF
PERFORMANCEASSESSMENTOFBANKH
TELLERS
Candidate：Huang Yanqing
Supervisor：Liu Fang
Speciality：MBA
School：School of Management
Date of Defence：May,2023
Degree Offering Institution：Guangzhou University
摘要
摘要
银行柜员是服务客户的第一条线，他们所提供的服务品质，产品选择和业务操作
的效率，是客户评估银行业务水平的重要依据之一。柜员的主动性和工作热情能否充
分发挥，主要取决于银行是否采用科学且有效的绩效考核标准攵缘胤焦煞莺献髦?
商业银行极少以银行柜员为对象的绩效考核进行相关研究，本文以地方股份合作制商
业银行的代表——农村商业银行中的H银行柜员绩效考核为例，结合国内外绩效考核
相关理论，进行研究，找出其中存在的问题，提出适用的改进方案。
本文采用文献综述法、问卷调查法、访谈法，从绩效考核中方法、指标、流程、
周期、辅导、激励方式、结果应用七个方面出发，全面分析了H银行柜员绩效考核的
现状，并指出存在的问题主要有：考核方法缺乏科学性、考核指标与权重设置不合理、
考核流程不透明、考核周期不太合理、考核辅导缺乏有效沟通、激励方式效果不明显、
考核结果应用范围片面等，导致绩效考核无法调动柜员积极性，阻碍H银行的稳健发
展烁慕庖幌肿矗疚亩訦银行柜员绩效考核提出新的改进方案：引入平衡计
分卡考核方法，基于平衡计分卡重新设计考核指标和权重，梳理考核周期与流程，增
强过程辅导沟通和激励方式，强化考核结果的应用等巳繁银行绩效考核改进
方案的顺利实施，本文提出五项具体盪洗胧阂皇歉慕ㄐЭ己朔瘴Вㄔ銮苛?
导层的重视和支持、提升管理层考核管理能力、强化柜员考核意识；二是改进绩效考
核的组织和领导，明确各部门职责；三是完善信息化建设；四是开展绩效培训；五是
健全绩效考核监督机制。
通过本次研究，H银行以上述改进柜员绩效考核为突破口，结合其发展战略规划，
找到一条适合自身发展的柜员绩效改进道路，并在实践中动态修正，将助力H银行稳
步向前发展，对同行商业银行柜员绩效考核提供良好的借鉴作用。
关键字：柜员；绩效考核；考核指标；考核方法；改进
I 广州大学硕士学位论文
ABSTRACT
Bank tellers are the first platform to directly provide services to customers.It is an
important evaluation standard for customers to measure the level of banking business
whether the tellers can provide customers with their satisfactory service,suitable products
and convenient and rapid business operation.Whether tellers can give their full initiative
and enthusiasm for work mainly depends on if banks adopt their scientific and effective
measure performances.In view of rare relevant research on the performance appraisal of
bank tellers from local joint-stock cooperation commercial banks,this paper takes the
representative of local joint-stock cooperation commercial banks –the performance
appraisal of Hbank tellers in rural commercial banks as an example,conducts related
research,finds out the existing problems,and puts forward applicable and effective
improvement schemes.
Through seven aspects of performance appraisal including methods,indicators,
processes,cycles,guidance,incentives and applications,This paper adopts literature review,
questionnaire and interview methods to comprehensively analyze the current situation of
performance appraisal of Hbank tellers,and points out that the main problems are as
follows:the lack of scientific assessment methods,unreasonable assessment indicators and
weight setting,opaque assessment process,frequent assessment cycles,lack of effective
communication in assessment guidance,ineffective incentive methods,and limited
application scope of assessment results lead to the failure of performance assessment to
mobilize the enthusiasm of tellers,which seriously hinders the steady development of H
Bank.In order to improve this situation and solve the above problems,a new improvement
plan for the performance appraisal of Hbank tellers is proposed in this paper.The first is to
introduce the balanced scorecard assessment method;the second is to scientifically and
objectively re-design the assessment indicators and weights;the third is to sort out and
simplify the assessment cycle and process;the fourth is to strengthen the process guidance,
communication and incentive methods;the fifth is to improve the application of assessment
results.In order to ensure the smooth implementation of HBanks performance appraisal
improvement plan,five specific safeguard measures are put forward in this paper:Firstly,to
improve the performance appraisal atmosphere,including strengthening the leaderships
attention and support,improving the managements assessment and management ability,and
strengthening the cashiers assessment awareness;Secondly ,to enhance the effectiveness of
II 。。。以下略
==>> 点击下载文档
