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The Study of Performance Evaluation System of General Staffs in Small and Medium-sized Service Enterprises

Author: HeJianPing
Tutor: GaoYan
School: Northwestern University
Course: Business management
Keywords: SMEs Service enterprises Performance Evaluation Customer Satisfaction
CLC: F272
Type: Master's thesis
Year: 2009
Downloads: 409
Quote: 2
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Abstract


And services as the focus on the development of the industry in China has played a pivotal role in the economic weight . The service industry is not only the main channel of the important areas to absorb labor and expand employment is an important indicator of a country's economic development level . In China, the service industry occupy large monopoly , small and medium-sized enterprises with their own organization structure is simple , lower management costs , reliable service and other advantages , a great alternative to the momentum of the large monopolies in certain areas . Only small and medium - sized service enterprises still exist various disadvantages , such as : internal management is not standardized , easy to form a bad corporate culture ; performance evaluation system is not perfect , often leading to high staff turnover rate ; low-grade corporate image to the customer left non- professional image . This paper analyzes the combination of small and medium-sized enterprises , the average employee in direct contact with customers, features, combined with various existing performance evaluation methods , such as : balanced scorecard , KPI indicators to assess the well-known assessment methods , the discussion illustrates combined with the advantages and disadvantages of these assessment methods and make improvements , found the evaluation index for the employees of small and medium - sized service enterprises . Methods for the evaluation of the importance of each indicator in the index weight determination , this paper uses questionnaire , and then use the Analytic Hierarchy Process ( AHP ) for precise indicators to determine the weight , and eventually build a suitable for small and medium-sized service enterprises practical , simple operation , assessment a comprehensive assessment of the accuracy of the performance evaluation system , so that these enterprises have the general staff standardized performance evaluation method and system . The ordinary employees of small and medium - sized service enterprises performance evaluation system , not only make the correct corporate culture within the enterprise , improve employee enthusiasm ; leave a good professional image and give external customers , to improve the quality of the brand . Finally, the empirical study , illustrate the application of the performance evaluation system for small and medium - sized service enterprises , the case for other similar enterprises for staff assessment .

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