基于战略的IT服务企业绩效管理体系的构建研究----以WS公司为例

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3.0 陈辉 2024-11-19 5 4 1.35MB 75 页 15积分
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摘要
信息技术(Information Technology，IT)服务是近年来快速发展起来的新兴行
业。随着 IT 服务市场的逐步扩大，市场竞争不断加剧，出于生存和发展的需要，
IT 服务企业必须持续不断地提高经营管理效率、提升专业服务水平，并适当进行
内部治理的变革。因此以提高工作效率和质量为目标的绩效管理理论和实践则受
到了大多数 IT 服务企业的热衷和追捧，如何构建一套行之有效的科学的绩效管理
体系就成为 IT 服务企业的关注焦点。
论文从基于战略绩效管理体系等理论入手，分析了 IT 服务企业绩效管理体系
现状及存在的不足。针对 IT 服务企业技术密集、知识型员工密集和服务密集型的
特点，提出了以战略为核心基础，强调持续的绩效沟通，选择合适的关键业绩指
标(Key Performance Indicator, KPI)的绩效管理体系。在绩效实施阶段运用“目标-
现实-选择-意愿”绩效辅导模型，建立意识和责任，促使个人潜能的释放，提高
个人绩效和能力；同时针对持续的绩效沟通，在绩效实施环节，运用了“建设性
反馈公式”以促使自我改善，提高下一个周期的绩效改进。
论文构建了基于战略的 IT 服务企业绩效管理体系模型。模型由战略绩效目标
体系、IT 服务企业员工“引导-服务-激励”绩效管理过程体系、绩效管理制度及
组织保障体系三个子系统组成，并形成一个动态的闭环系统，系统可实现可持续
发展。这对于 IT 服务企业绩效的提升具有一定的理论和实践参考价值。
论文还以 WS 公司为例，进行案例分析。在借鉴和保留原企业考核体系有益
部分的基础上，运用整合型绩效管理工具建立企业、部门、岗位三层 KPI 指标体
系。对绩效管理的过程体系，制度体系和保障体系进行详细设计，以实现企业绩
效目标。
最后对进一步的研究方向进行了简要的讨论。
关键词：IT 服务企业 战略 绩效管理体系 关键业绩指标
ABSTRACT
Information technology (IT) service is a new industry with high developing speed
in recent years, for expansion of IT service market, the market competition intensified
greatly. To meet the requirements of survival and development, the IT service
enterprise has to enhance the management efficiency and to improve the service level
continually, meanwhile, to properly carry internal innovation on government system.
Therefore, performance management theory and the practice, which take enhanced
working efficiency and quality as goal, has received majority IT service enterprise's
craving, and how to construct set of effective and scientific performance management
system has became the focus of IT service enterprise.
According to the theory of performance, performance management, performance
management system, strategic based performance management system, IT service
enterprise’s performance management system present situation and the existence
problems have been analyzed. For the characteristics of technology intensive,
knowledge staff intensive and service intensity of IT service enterprise. The
performance management system has been setup, which taking strategic as core
foundation, emphasizing performance communication, and choosing appropriate
essential Key Performance Indicator (KPI). “Goal-Real-Option-Will” performance
coaching model was utilized in the performance implementation stage, to establish
consciousness and responsibility, to urge the release of individual potential. Meanwhile,
according to performance communication，positive feedback which urges
self-improvement was used during the performance feedback stage to enhance the next
performance improvement cycle.
The strategic based performance management model for IT service enterprise was
set up. The mode is composed by three subsystem: strategic performance target,
performance management process of “guidance - service - inspiration” for IT service
enterprise staff, arrangement and organization safeguards for performance management.
As a dynamic close loop, the model has ability of Sustainable Development. The mode
has some theory and practical value for improving IT service enterprise’s performance.
In the paper, WS Company was chosen to do case analysis. According to the
reference of company’s original performance assessment and keeping the valuable part,
three layers of KPI index system from enterprise to department and post was
constructed by using integrated performance management tools. And the process
system, institutional system and insurance system of the performance management was
designed in detail to achieve the enterprise’s performance objective. Obvious effective
was got by the experiment.
In the finally, the problems requiring future studying are briefly discussed.
Key Word: IT Service Enterprise；strategic；Performance
Management System；Key Performance Indicator（KPI）
目 录
中文摘要
ABSTRACT
第一章 绪论 .............................................................................................................1
§1.1 选题背景及意义 ................................................................................................. 1
§1.2 文献综述 ............................................................................................................. 2
§1.2.1 国外研究现状 .......................................................................................2
§1.2.2 国内研究现状 .......................................................................................4
§1.3 论文内容 ............................................................................................................. 5
§1.3.1 研究内容及整体的构架 .......................................................................5
§1.3.2 有益的探索 ...........................................................................................7
第二章 绩效管理体系理论概述 ............................................................................ 8
§2.1 绩效管理体系相关概念 ..................................................................................... 8
§2.1.1 绩效 .......................................................................................................8
§2.1.2 绩效管理 ...............................................................................................9
§2.2 基于战略的绩效管理体系 ................................................................................. 9
§2.2.1 绩效管理体系 .......................................................................................9
§2.2.2 基于战略的绩效管理的体系 .............................................................11
§2.2.3 基于战略的绩效管理的要求 .............................................................12
§2.2.4 战略绩效管理体系与传统绩效管理体系的比较 .............................13
§2.3 常用的战略绩效管理工具 ............................................................................... 14
§2.3.1 关键绩效指标 .....................................................................................14
§2.3.2 平衡记分卡 .........................................................................................15
§2.3.3 360 度反馈 ...........................................................................................18
§2.4 本章小结 ........................................................................................................... 18
第三章 IT 服务企业绩效管理体系构建的策略 ................................................. 19
§3.1 IT 服务企业特点及员工特征 ...........................................................................19
§3.1.1 IT 服务企业特点 .................................................................................19
§3.1.2 IT 服务企业员工的特征 .....................................................................20
§3.2 IT 服务企业传统绩效管理体系存在问题分析 ...............................................21
§3.3 IT 服务企业绩效管理体系的构建策略 ...........................................................25
§3.4 本章小结 ........................................................................................................... 26
第四章 基于战略的 IT 服务企业绩效管理体系的模型设计 ............................ 27
§4.1 模型总体框架 ................................................................................................... 27
§4.2 战略绩效目标体系 ........................................................................................... 28
§4.2.1 战略绩效目标体系结构 .....................................................................28
§4.2.2 绩效指标体系的建立 .........................................................................29
§4.3 IT 服务企业员工“引导-服务-激励”绩效管理过程体系 ............................ 30
§4.3.1 IT 服务企业“引导-服务-激励型”管理 .......................................... 31
§4.3.2 绩效计划制定 .....................................................................................32
§4.3.3 IT 服务企业绩效辅导 .........................................................................33
§4.3.4 IT 服务企业服务及学习型绩效评估 .................................................36
§4.3.5 后续管理 .............................................................................................37
§4.4 绩效管理制度与组织保障体系 ....................................................................... 37
§4.5 模型主要特征 ................................................................................................... 38
§4.6 本章小结 ........................................................................................................... 38
第五章 案例分析 .................................................................................................. 40
§5.1 案例背景 ........................................................................................................... 40
§5.2 WS 公司绩效管理现状及存在问题 .................................................................41
§5.2.1 非业务人员绩效考核 .........................................................................41
§5.2.2 业务人员绩效考核 .............................................................................42
§5.2.3 中高层绩效考核 .................................................................................42
§5.2.4 WS 公司绩效管理体系问题分析 .......................................................43
§5.3 WS 公司绩效管理体系的重构 .........................................................................44
§5.3.1 建立基于战略的绩效管理体系的基本思路和预期目标 .................44
§5.3.2 基于战略的绩效管理体系的设计步骤 .............................................45
§5.3.3 基于战略的绩效目标体系的建立 .....................................................45
§5.3.4 “引导-服务-激励”绩效过程体系的建立 ......................................... 54
§5.3.5 绩效管理制度与组织保障体系的设计 .............................................57
§5.4 WS 公司绩效管理体系的实施 .........................................................................57
§5.5 案例总结 ........................................................................................................... 58
§5.5.1 特点分析 .............................................................................................58
§5.5.2 存在的问题和不足 .............................................................................59
§5.6 本章小结 ........................................................................................................... 59
第六章 结论与展望 .............................................................................................. 60
§6.1 结论 ................................................................................................................... 60
§6.2 有益的探索 ....................................................................................................... 60
§6.3 展望 ................................................................................................................... 61
参考文献 .................................................................................................................62
附录一 .....................................................................................................................64
附录二 .....................................................................................................................67
在读期间公开发表的论文和承担科研项目及取得成果 .................................... 70
致谢 .........................................................................................................................71
摘要：

摘要信息技术(InformationTechnology，IT)服务是近年来快速发展起来的新兴行业。随着IT服务市场的逐步扩大，市场竞争不断加剧，出于生存和发展的需要，IT服务企业必须持续不断地提高经营管理效率、提升专业服务水平，并适当进行内部治理的变革。因此以提高工作效率和质量为目标的绩效管理理论和实践则受到了大多数IT服务企业的热衷和追捧，如何构建一套行之有效的科学的绩效管理体系就成为IT服务企业的关注焦点。论文从基于战略绩效管理体系等理论入手，分析了IT服务企业绩效管理体系现状及存在的不足。针对IT服务企业技术密集、知识型员工密集和服务密集型的特点，提出了以战略为核心基础，强调持续的绩效...

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作者：陈辉 分类：高等教育资料 价格：15积分 属性：75 页 大小：1.35MB 格式：PDF 时间：2024-11-19

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