XX公司绩效考核方法汇总（员工类）
<P><FONT face=宋体 size=3> 最近正在整理与修改部门的绩效考核方法，因刚开始实施，方法内还有许多漏洞，敬请各位发表高见指点一二，谢谢！</FONT></P><P><FONT face=宋体 size=3> XX公司是一家提供报税咨询服务的公司，根据公司实际情况以及老板的要求（老板要求员工必要考核工作量饱和程度），中层管理者采取KPI考核，而各部门员工采取的考核方法和指标各有不同。首先是咨询部门，具体如下：</FONT></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 25pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">思路：对于XX公司整体业务来说，客户服务中心是公司的基础核心业务部门，整个客服中心包括咨询部、上门维护部两个部门。其中，以咨询部为核心部门，旨在为客户提供优质咨询服务，为销售部门工作开展打下坚实的基础。</SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 36pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l7 level1 lfo1; tab-stops: list 36.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（一）</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">咨询部</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l0 level1 lfo2; tab-stops: list 42.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">1、</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">考核目标</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l4 level1 lfo3; tab-stops: list 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（1）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对员工工作量饱和度暨咨询电话的呼入呼出量进行衡量评定；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l4 level1 lfo3; tab-stops: list 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（2）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对员工咨询服务工作的质量进行评定。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; COLOR: blue"><FONT face="Times New Roman"><SPAN style="mso-spacerun: yes"> </SPAN><SPAN style="mso-spacerun: yes"> </SPAN></FONT></SPAN><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">思路：咨询部作为基础核心部门，客户满意度非常重要，高客户满意度能为销售部门的工作打下坚实基础。因此，对内考核使用工作量考核，在核定工作量的基础上对咨询过程质量进行核定，采取过程与结果相结合的方式；对外使用客户满意度评分标准，暨在咨询结束后请客户评分。对内对外两种方式结合并行，立志加强员工提供优质服务意识，在绩效考核过程中逐渐提高员工的咨询服务质量，最终目标使客户满意度最大化。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt; COLOR: blue"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l0 level1 lfo2; tab-stops: list 42.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">2、</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">考核方法</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（1）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">制订客户服务中心咨询及上门服务工作规范制度，制度内包含服务标准规范用语，解决客户问题最佳通话时长，业务问题定位标准等。（详细工作标准略）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（2）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">核定员工每月应完成的呼入电话量（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">25</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）公式为：（实际完成工作量</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">/</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">核定应完成工作量）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">*25<o:p></o:p></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（3）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">核定员工每月应完成的呼出电话量暨客户回访（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">25</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）公式为：（实际完成工作量</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">/</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">核定应完成工作量）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">*25<o:p></o:p></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（4）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">按照工作标准，对通话时长进行考核（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">25</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）公式为：（呼入电话时长</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">+</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">呼出电话时长）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">/</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">标准时长</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">*25<o:p></o:p></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（5）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户电话满意度评分（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">25</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（6）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">以上考核合计</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">100</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分，占总分的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">60%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l1 level1 lfo4; tab-stops: list 0cm left 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（7）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">电话录音监听，按照工作标准对员工咨询过程进行监听，合计</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">100</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分，占总分的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">40%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 25pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">思路：以上电话量数据、通话时长及客户满意度全部由系统得出，无人为计量。电话录音监听工作及考核评分由商务部质量监督员完成，且每月出具监听质量报告。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt; COLOR: blue"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 42pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l0 level1 lfo2; tab-stops: list 42.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">3、</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">奖惩方法</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l2 level1 lfo5; tab-stops: 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（1）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">部门类嘉奖</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 25pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">根据绩效考核评分的高低，每月取前</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">6</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">名为服务明星，一等奖一名、二等奖两名、三等奖三名。可获得相应的服务明星奖金：一等奖</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">500</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">元；二等奖</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">300</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">元；三等奖</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">200</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">元。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l2 level1 lfo5; tab-stops: 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（2）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">公司类嘉奖</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l3 level1 lfo6; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">①<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">连续三个月为部门内绩效第一的员工，额外奖励人民币</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">200</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">元。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l3 level1 lfo6; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">②<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">连续六个月为部门内绩效第一的员工，额外奖励人民币</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">500</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">元。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l3 level1 lfo6; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">③<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">年内有</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">9</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">个月以上绩效为部门第一者，部门经理可作为晋升的依据提出晋升申请。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l3 level1 lfo6; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">④<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">年内有</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">6</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">个月以上绩效为部门第一者，部门经理可作为加薪的依据提出加薪申请。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l2 level1 lfo5; tab-stops: 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（3）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">公司类惩罚</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l6 level1 lfo7; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">①<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">连续两个月为部门绩效倒数第一的员工，部门经理应加强培训，并扣除该员工当月绩效工资的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">50%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l6 level1 lfo7; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">②<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">接受培训后的员工，若两个月后的绩效仍为部门倒数第一的，扣除该员工当月绩效工资的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">100%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">，部门经理可根据实际情况提出加强培训、换岗或辞退申请。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l6 level1 lfo7; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">③<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">年内有</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">6</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">个月以上绩效为部门倒数第一者，部门经理根据实际情况提出换岗申请。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l6 level1 lfo7; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">④<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">年内有</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">9</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">个月以上绩效为部门倒数第一者，部门经理根据实际情况提出辞退申请。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l2 level1 lfo5; tab-stops: 72.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（4）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">投诉类惩罚</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l5 level1 lfo8; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">①<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">当月发生</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">1</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">次投诉的，公司通报批评，并扣除考核工资</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">50%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l5 level1 lfo8; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">②<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">当月累计</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">2</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">次的，扣除全额考核工资，部门经理扣除考核工资的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">30%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 78pt; TEXT-INDENT: -24pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly; mso-list: l5 level1 lfo8; tab-stops: list 78.0pt"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">③<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">当月累计</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">3</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">次或</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">3</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">次以上，扣除当月全额考核工资，部门经理扣除考核工资的</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">50%</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">，并对被投诉员工进行劝退或辞退处理；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'"><FONT color=blue> 思路：一开始采取考核分数等级制度，也就是分ABCDE，但操作后发现因呼入电话量无法人为控制，存在一定的不确定性，有时候所有人分都会较低，这时候采取分数分级大部分员工都会处于不合格的状态。因此，取消了分数分级制度，每月只根据分数高低分为前6名给予奖励。</FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 25pt; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'"><FONT color=#0000ff> </FONT><FONT color=black>4、员工对考核结果存在质疑的，可按照投诉反馈流程提出投诉。</FONT></SPAN></P>
回复：XX公司绩效考核方法汇总（员工类）
激励员工作用怎么样？回复：XX公司绩效考核方法汇总（员工类）
对楼主原创给予鼓励，我看完觉得挺好的。谢谢楼主分享，学习啦。回复：XX公司绩效考核方法汇总（员工类）
不知道楼主对每个指标所确定的目标是怎样的？一般设三个目标，最低目标、理想目标、挑战目标。还有楼主应该再加上上级与员工的沟通指导。不知道楼主公司有多少人，每月考核只取前6名员工，是不是人数太少了，达不到激励全体的作用呀？其实员工自己努力了但未必会达到前6，这样就不给奖励，他们会觉得努力也达不到，不如不努力了。回复: XX公司绩效考核方法汇总（员工类）
<P> 原帖由 <B>我们的幸福</B> 于 2010-2-22 17:35:00 发表<BR>激励员工作用怎么样？ </P><P> </P>
<P>这个，我目前很难具体说激励效果如何，毕竟实施没多久，不过至少现在还没有出现轮流坐庄的情况。</P>
回复: XX公司绩效考核方法汇总（员工类）
<P> 原帖由 <B>89330309</B> 于 2010-2-22 17:58:00 发表<BR>不知道楼主对每个指标所确定的目标是怎样的？一般设三个目标，最低目标、理想目标、挑战目标。还有楼主应该再加上上级与员工的沟通指导。不知道楼主公司有多少人，每月考核只取前6名员工，是不是人数太少了，达不到激励全体的作用呀？其实员工自己努力了但未必会达到前6，这样就不给奖励，他们会觉得努力也达不到，不如不努力了。 </P><P> </P>
<P>感谢鼓励<IMG alt="" src="http://bbs.chinahrd.net/editor/images/smilies/default/21.gif" border=0 smiliecode=":-D"> </P>
<P>1、这个考核方法是部门的，该部门扣除主管共有30人，取前6名的话，比例有20%，我个人认为比例挺大了，应该能起到一定的激励作用。</P>
<P>2、关于目标的设置，目前而言，这个岗位很难确定高中低三档目标，因为呼入电话是不确定的，能控制的只有呼出回访，现在对员工的目标只有一个，就是提高技能。我对指标自上而下层层分解的理解，上下级沟通指标及整个部门的高中低三档指目标皆体现在部门经理的KPI指标中，部门经理要完成她的KPI指标，就必须加强对员工的管理，加强对员工的培训。毕竟整体客户满意度指标在考核部门经理的。</P>
<P> </P>
<P>对了，本贴连载，稍后将其他部门的考核方法也放上来，有了什么想法也会贴出来，还请大家多多指教</P>
回复: XX公司绩效考核方法汇总（员工类）
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 36pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-list: l6 level1 lfo1; tab-stops: list 36.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（一）</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">上门维护部</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></P><P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 36pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l5 level1 lfo2; tab-stops: list 36.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">1、</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">考核目标</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-list: l3 level1 lfo3; tab-stops: list 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（1）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对员工上门维护单量的有效完成率进行评定；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 72pt; TEXT-INDENT: -36pt; LINE-HEIGHT: 25pt; mso-list: l3 level1 lfo3; tab-stops: list 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（2）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">对员工收费情况进行考核。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 25pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">思路：上门维护部作为负责XXXX客户维护及收费的部门，员工按照XXXX给出的服务流程规范进行操作。每个员工有固定负责的服务区域及额定的上门维护单量，但个人光考核员工每月完成的工作数量没有太大的意义，因此我们把考核重点转至有效单量完成率。希望员工重视起工作流程，逐渐规范自身工作状况。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt; COLOR: blue"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 36pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l5 level1 lfo2; tab-stops: list 36.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">2、</FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">考核方法</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-list: l0 level1 lfo4; tab-stops: list 0cm left 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（1）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">制订上门服务工作规范流程，制度内包含服务标准规范用语，服务规范流程图，包括上门前电话确定、维护完毕后电话回拨确认等。（详细工作流程图略）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-list: l0 level1 lfo4; tab-stops: list 0cm left 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（2）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">维护单完成率（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">40</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l4 level1 lfo5; tab-stops: 72.0pt list 84.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">①<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">完成率达到<SPAN lang=EN-US>85%</SPAN>，得<SPAN lang=EN-US>30</SPAN>分。每增加<SPAN lang=EN-US>1%</SPAN>增加<SPAN lang=EN-US>1</SPAN>分，至<SPAN lang=EN-US>90%</SPAN>则得满分<SPAN lang=EN-US>40</SPAN>分。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l4 level1 lfo5; tab-stops: 72.0pt list 84.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">②<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">未达到<SPAN lang=EN-US>75%</SPAN>完成率的，每少<SPAN lang=EN-US>1%</SPAN>扣<SPAN lang=EN-US>1</SPAN>分，完成率低于<SPAN lang=EN-US>70%</SPAN>的，得<SPAN lang=EN-US>0</SPAN>分。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-list: l0 level1 lfo4; tab-stops: list 0cm left 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（3）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">收费完成率（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">40</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l2 level1 lfo6; tab-stops: 72.0pt list 84.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">①<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">完成率达到<SPAN lang=EN-US>90%</SPAN>，得<SPAN lang=EN-US>30</SPAN>分。每增加<SPAN lang=EN-US>1%</SPAN>增加<SPAN lang=EN-US>1</SPAN>分，至<SPAN lang=EN-US>95%</SPAN>则得满分<SPAN lang=EN-US>40</SPAN>分。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l2 level1 lfo6; tab-stops: 72.0pt list 84.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-fareast-font-family: 'Times New Roman'"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">②<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">未达到<SPAN lang=EN-US>90%</SPAN>完成率的，每少<SPAN lang=EN-US>1%</SPAN>扣<SPAN lang=EN-US>1</SPAN>分，完成率低于<SPAN lang=EN-US>80%</SPAN>的，得<SPAN lang=EN-US>0</SPAN>分。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 36pt; LINE-HEIGHT: 25pt; mso-list: l0 level1 lfo4; tab-stops: list 0cm left 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore"><FONT face="Times New Roman">（4）<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></FONT></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户回访（</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><FONT face="Times New Roman">20</FONT></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">分）</SPAN><SPAN lang=EN-US style="FONT-SIZE: 12pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l1 level1 lfo7; tab-stops: 72.0pt list 84.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">①<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">完成额定回访量，客户满意度达到<SPAN lang=EN-US>80%</SPAN>，得<SPAN lang=EN-US>15</SPAN>分。每增加<SPAN lang=EN-US>1%</SPAN>增加<SPAN lang=EN-US>0.5</SPAN>分，至<SPAN lang=EN-US>90%</SPAN>则得满分<SPAN lang=EN-US>20</SPAN>分。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt 84pt; TEXT-INDENT: -18pt; LINE-HEIGHT: 25pt; mso-list: l1 level1 lfo7; tab-stops: 72.0pt list 84.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体"><SPAN style="mso-list: Ignore">②<SPAN style="FONT: 7pt 'Times New Roman'"> </SPAN></SPAN></SPAN><SPAN style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">客户满意度未达到<SPAN lang=EN-US>80%</SPAN>的，每减少<SPAN lang=EN-US>1%</SPAN>扣<SPAN lang=EN-US>1</SPAN>分，低于<SPAN lang=EN-US>70%</SPAN>的，得<SPAN lang=EN-US>0</SPAN>分。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 25pt; mso-char-indent-count: 2.0; tab-stops: 72.0pt; mso-line-height-rule: exactly"><SPAN style="FONT-SIZE: 12pt; COLOR: blue; FONT-FAMILY: 宋体">思路：数额全部由系统得出，每月考核部门经理需将原始数据单连同考核表上交存档。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 25pt; tab-stops: 72.0pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"><o:p> </o:p></SPAN></P>