Enterprise employee performance appraisal scheme

Excellent performance appraisal scheme for enterprise employees

In order to ensure that things or work can be carried out correctly, it is usually necessary to make a complete plan in advance, which has the characteristics of operability and feasibility. How to make a plan? The following is the excellent performance appraisal scheme for enterprise employees that I have compiled for you. Welcome to draw lessons from and refer to. I hope it helps you.

Enterprise employee performance appraisal scheme 1 1. Purpose and purpose of appraisal

Performance appraisal (hereinafter referred to as "appraisal") refers to the use of systematic methods and principles to evaluate and measure the work behavior and work effect of employees in their posts.

1, the ultimate goal of assessment is to improve employees' performance, achieve the business objectives of the enterprise, and improve employees' satisfaction and future sense of accomplishment.

2. The assessment results are mainly used for job feedback, salary management, job adjustment and job improvement.

Second, the evaluation principle

First, the principle of "three publics"

Fairness: the assessment criteria are fair and reasonable, and everyone competes equally.

Openness: the assessment is subject to public supervision, and everyone can master the assessment methods.

Justice: the assessment should be fair and objective, and the assessment results must be accurate.

Second, the "four strictness" principle.

Strict assessment criteria: that is, the criteria of assessment elements must be clear, specific, objective and reasonable.

Strict assessment method: that is, the form and method of assessment must meet the requirements of scientific rigor.

Strict examination system: that is, the examination process and standards should be strict, so that the examination work can be followed by laws and rules.

Serious assessment attitude: that is, the assessment thinking should be correct, the attitude should be serious, and the humanitarian and irresponsible attitude should be opposed.

Third, the content of the assessment

The assessment content is divided into two parts: performance assessment and work attitude assessment. The result of performance appraisal is the sum of these two parts.

(A), performance appraisal

The so-called performance appraisal is the assessment of each employee's work and the completion of work tasks. Among them, the job scope is the job content described in the job description. The assessment of post work includes two aspects: work efficiency and work quality.

Work attitude evaluation

Attitude assessment is the evaluation of work attitude and enthusiasm, including daily work, professional ethics, cooperation spirit, work enthusiasm, sense of responsibility and so on. According to the working attitude and cooperation degree of employees, the corresponding rewards and punishments are scored.

The specific contents and evaluation criteria are as follows:

1, unreasonably late, leave early 15 minutes, deduct 1 minute, and deduct 2 points for more than 30 minutes. 5 points will be deducted for absenteeism or personal leave without reason.

2. The office is noisy, resulting in complaints 1 point. Don't wear work card or work clothes during working hours 1 point.

3. Failing to obey the work instructions correctly, or refusing to accept the work arrangement of the leader, deduct 1-5 points as appropriate.

4. If the mobile phone is turned off or stopped without justifiable reasons or without prior notice, it will be deducted 1 point.

Enterprise employee performance appraisal scheme 2 I. General rules

This system is specially formulated to standardize the company's inspection and assessment of employees.

Second, the purpose of the assessment

1. Build a talent team with high quality, high level, high cohesion and team spirit in Tongfang. Form a talent management mechanism with assessment as the core orientation.

2. Evaluate the performance of employees in the past period of time in a timely and fair manner, affirm their achievements, find problems and prepare for the performance improvement of the next stage of work.

3. To provide personnel information and decision-making basis for the formulation of career development plan for middle-level management and technical staff of Tongfang Co., Ltd., the salary and treatment of employees (including the adjustment of employee shareholding weight) and related education and training.

4. Turn personnel assessment into a management process, form a two-way communication platform between employees and the company in the same place, and improve management efficiency.

Third, the evaluation principle

1, based on the company's operating performance indicators and related management indicators for employees, as well as the objective facts in employees' actual work;

2. Take the contents, procedures and methods specified in the employee appraisal system as the operating criteria;

3, comprehensive, objective, fair, open and standardized assessment concept as the core.

Fourth, the applicable object

This system is mainly aimed at the functional personnel of the headquarters of Tongfang Company and the management professional and technical personnel above the vice president of the branch (the personnel below the vice president of the branch shall be assessed by the branch with reference to the form of the headquarters). In addition, personnel in the following situations are not included in the assessment scope:

1. Employees who have not become regular employees during the probation period.

2, continuous attendance for less than six months or leave before the exam suspended for more than six months.

3. Part-time and special personnel

Five, all kinds of assessment schedule

Evaluation Category Evaluation Time Audit Time Evaluation Final Time

June 1 mid-year assessment from June 5 to June 8 15.

The annual appraisal is 65438+ 10 month 15 to 20th, 65438+ 10 February 2 1 23rd, 65438+1October 25th.

Confirm that the assessment is carried out according to the company's recruitment and deployment system.

Promotion assessment shall be implemented according to the internal promotion system of the company.

note:

1, the assessment time mainly refers to the time for supervisors and subordinates of various business departments and functional departments to discuss performance, performance improvement plans and new performance targets.

2. The personnel review time is mainly for the personnel decision-making committee to investigate and arbitrate the disputed assessment results and employee complaints.

3. The final assessment time is the time when the Human Resources Department summarizes the assessment results and puts forward new performance targets.

4. The annual assessment is the assessment of the annual performance of all (formal) employees, and the mid-year assessment is the assessment of those whose annual assessment scores are "to be improved" and "urgently needed to be improved".

Enterprise employee performance appraisal scheme 3 I. General rules

1. In order to fairly and effectively evaluate the work performance, working ability and working attitude of customer service personnel, correct deviations in time, improve working methods, motivate people to strive for perfection, optimize the overall customer service team, and thus comprehensively improve customer service quality and enterprise benefits, this assessment scheme is specially formulated.

2. The performance appraisal results of customer service personnel will be used as the decision-making basis for the company's salary adjustment, training planning, position promotion and job transfer.

3. Incorporate performance appraisal into the company's management process, and form a two-way communication platform between employees and the company in the assessment, thus improving management efficiency and promoting the good operation of the company.

Second, the evaluation principle

Based on the principles of fairness, justice, guidance and encouragement, the assessment results of customer service personnel will be directly linked to the company's performance and personal performance, and performance appraisal will also be used as the main reference for salary, which directly determines personal income.

Third, the evaluation form

Mainly based on performance appraisal, comprehensive consideration is adopted in various appraisal forms to maximize the assessment benefits.

Fourth, the applicable object

This plan is applicable to all customer service personnel in our company. Please follow the plan and seriously implement it. If it is not convenient to implement it on time under special circumstances, they should be informed in time and then considered.

Verb (abbreviation for verb) evaluation cycle

According to the characteristics of customer service positions, the performance appraisal of customer service personnel shall be conducted every month, and the specific assessment time shall be discussed separately (at the end of each month or early next month).

Six, customer service personnel performance appraisal indicators

Performance appraisal index is a quantitative form of employees' work performance and work ability. By considering each quantitative index, the work performance, ability and attitude of customer service personnel can be reflected. According to the nature and content of customer service work, the performance appraisal indicators of customer service personnel are mainly divided into the following aspects:

1, indicator completion rate. Indicator completion rate, that is, the ratio of the sales actually completed by customer service personnel in a specific month to the planned sales, is expressed as actual sales/planned sales, such as A 10000/ month.

2. Inquiry conversion rate. Inquiry conversion rate, that is, the ratio of the number of customers who inquire about customer service to the number of people who finally place orders, is expressed as the number of people who finally place orders/the number of people who inquire about orders.

3, the final order success rate. The final order success rate, that is, the ratio of the number of customers placing orders to the number of final payers, is expressed as the number of final payers/the number of people placing orders.

4. Customer unit price. The unit price of customers, that is, the quantity of goods purchased by each customer in a specific period of time, is the ratio of the total sales amount executed and finally paid by Want Want to the total number of customers who place orders for payment, which is expressed as the total sales amount/number of paying customers in a specific period of time. It fully embodies the customer affinity and working ability of customer service staff.

5. Want Want reply rate. Want Want reply rate, that is, the ratio of the number of customers who reply through Want Want to the total number of customers received, is expressed as the number of customers who reply/the total number of customers received. If all the customers received answered, the answer rate was 100%.

6. Want Want response time. The time corresponding to Want Want refers to the average time difference between each customer's query and customer service reply. Generally speaking, the response time of 40 seconds is relatively normal. The response time of a skilled customer service meeting is controlled at 20~30 seconds, which is directly related to the maintenance of customer attitude and customer relationship.

7. Assist in follow-up service. This item is only used as a working condition reference and will be adjusted according to the specific situation.

8. execution. Execution, that is, the customer service staff completes the tasks assigned by the superior supervisor within a specific time, which is considered and graded by the superior supervisor according to the working facts of the customer service staff.

The above indicators are mainly based on the actual work situation of customer service personnel and the corresponding data of customer service performance management system (such as red rabbit famous products). In addition, in the actual evaluation, in addition to the supervisor's evaluation combined with the actual work performance of the customer service staff, the customer service staff themselves also have the power and right to self-evaluate. The final evaluation result will be a comprehensive evaluation of the evaluation results of the above indicators.

Seven. Implementation process of evaluation

1. Appraisers must be familiar with the performance appraisal system, quantitative indicators and appraisal process, skillfully use performance appraisal tools, communicate with the appraisee (customer service personnel) in time during the appraisal and distribution process, and complete the appraisal objectively and fairly to ensure the smooth and effective development of the appraisal work.

2. According to the established assessment indicators and standards, the appraisers evaluate and score according to the indicator data and work performance of each customer service staff, and give specific scores for each indicator.

The full score of the whole customer service evaluation is 100, in which the indicator completion rate accounts for 30%(30 points), the inquiry conversion rate accounts for 30%(30 points), the order success rate accounts for 10%( 10 points), the customer unit price accounts for 5%(5 points), and the Want Want reply rate accounts for 5%(5)

After the completion of the above procedures, employees need to conduct self-evaluation, and the person in charge also needs to objectively evaluate employees in combination with their work performance and peacetime performance. Employee self-evaluation and supervisor evaluation will also serve as a reference for personal final rating and rewards and punishments.

3. Summarize the assessment scores of each indicator of each appraisal object and sort them from high to low. According to the total score, customer service personnel are divided into three levels: primary customer service, intermediate customer service and advanced customer service. In the two evaluations, if the score is above 90 points, the customer service level of the customer service staff will be designated as advanced customer service; If the scores of the two assessments are between 80 and 90, the customer service level is defined as intermediate customer service; 70~80 points twice, regarded as primary customer service. If the total score of an assessment is less than 70 points, it will be reminded and interviewed in depth. If it is still less than 70 points after guidance, it will be eliminated. The assessment of different levels of customer service personnel has different salary levels and post bonuses, aiming at encouraging Excellence.

4. Supplementary suggestions (to be discussed):

Every quarter or every year, according to the overall performance of customer service personnel at this stage, several "best customer service specialists" and "excellent customer service specialists" are selected for this quarter or this year, among which the proportion of the best customer service specialists is no more than 5% of all customer service personnel and the proportion of excellent customer service specialists is no more than 65,438+00%. Those who win such awards will receive special awards, such as giving special encouragement awards or rewarding travel.

VIII. Evaluation of Complaints

In order to ensure the perfection of the customer service assessment system and the effectiveness and fairness of the assessment results, this assessment appeal procedure is formulated. If there is any objection to the evaluation results made by the department and the person in charge, the employee can directly appeal to the department head, who will coordinate first. If there are still objections after coordination, you can appeal to the personnel department of the company, which will conduct specific investigation and coordination to ensure the objectivity and fairness of the evaluation results.

Enterprise employee performance appraisal scheme 4 I. Purpose

This method is formulated in order to strengthen internal management, stimulate employees' enthusiasm for work, implement the company's rules and regulations, guide all employees to act in the same direction of the company's goals, encourage goal-oriented behavior, and set clearer, fairer, more visible and consistent performance appraisal standards.

Second, principles.

Everyone is equal before the system. Adhere to the "three stresses" and "three stresses" and make rewards and punishments clear. Open, objective and open communication; No conditions, no feelings, no care;

Third, the appraiser.

According to the organization chart of the company, every employee is evaluated by his direct or indirect superior. Company managers generally supervise the implementation of performance appraisal; The deputy manager of the company is responsible for the overall planning, implementation and promotion of the system; Please refer to the following table:

Fourth, the assessment content

Including the implementation of the company's rules and regulations and the completion effect of each position.

1. Assessment scoring method: the initial monthly assessment score is 100 points/person, and the score is increased or decreased according to the general rules of reward and punishment system, and the assessment score is directly linked to the performance award.

2. Performance interview system. The assessor should interview the assessed after the assessment to help them sum up their experience, develop their advantages and find out their shortcomings. * * While confirming the assessment results of the previous period, the performance targets or requirements of the next period will also be determined. Both the appraiser and the appraisee should sign the performance interview record, and submit the scoring results to the salary accounting department at the latest before the second month of the appraisal cycle 10. See the attached table for details.

3. Compulsory distribution system. In principle, according to the excellent, good, medium and poor performance of the team, the distribution ratio of performance scores of employees in each department should meet the following table:

Employee performance

Department performance 120 or above 100- 120

Below 80-9960-7959

Excellent, good, medium and poor.

Do not exceed 10% 15% 10%/3%/5% 10%/5%.

All above 3%, not limited to 15% and 10%.

Remarks: The critical event method is used to evaluate the performance of the department. The selection of events should focus on the company's strategic objectives and major concerns related to the company's interests, and leaders should make objective evaluations of various departments.

1. Those who have made outstanding contributions to the company's management and service quality and directly increased the company's income by 1 1,000 yuan or reduced the loss by more than 1 1,000 yuan will be awarded 5-50 points/time.

2, outstanding work performance, written thanks by the owner/user praise, after verification, reward 2 ~ 5 points/time.

3. The company rewards individuals according to relevant regulations;

4, actively put forward reasonable suggestions, the company's property service work has the actual harvest and get better promotion, confirmed by the leadership, reward 2 ~ 5 points/time;

5, timely stop public security, fire and other emergencies, protect the safety of life and property, reduce economic losses, reward 5 ~ 20 points/time;

6, careful calculation, repair the old and waste, practice strict economy, reduce the cost of property management and achieve great results, reward 2 ~ 5 points/time; 7, technical transformation of facilities and equipment, extend the service life of facilities and equipment, related consumption decline has obvious effect, reward 2 ~ 10 points/time, especially outstanding, double reward;

Verb (abbreviation of verb) operation part

1. If the check-in process, decoration process, repair application process and bulk cargo handling process are unclear, 5 points will be deducted each time.

2. If the daily inspection record is incomplete and untrue, and the filling is not standardized, 5 points will be deducted/time.

3. Check and evaluate the work completion of cleaners as required. Did not do it, deducted 3 points/time (item).

4. The owner's information and documents are complete, and the documents that the owner should sign are not omitted or invalid, and 5 points will be deducted each time.

5. Seriously and patiently receive complaints, handle them in time, follow up and urge them to solve, and if they fail to do so, delay the maintenance time, and deduct 6 points/time.

6. The customer's complaint about maintenance service is not handled within the specified time limit, and the procedures are incomplete. If the customer fails to perform the maintenance service process, 5 points will be deducted each time (item).

7. Check the vacant houses regularly, and deduct 5 points/time for failing to check and make records as required.

8. The decoration inspection records are incomplete and untrue, and the decoration acceptance procedures are complete, so 5 points/time (item) will not be deducted.

9. Collect, sort out and make statistics on the occupancy, decoration and lease of the owner/user in time. Did not do it, each time (each household) deducted 5 points.

10. Manage the owner's files well, and deduct 5 points each time (item) if they are not lost or leaked.

1 1. If the facilities and equipment in the management area are unclear and the maintenance is not in place, 5 points will be deducted each time.

12. If the problems found in the inspection are not solved in time, a written record of the treatment process is required, and 5 points will not be deducted (item). Article 4 and exception handling.

If an act fails to be included in the general rules of the assessment and reward system, but it has made a significant contribution to the company's interests and management or caused serious consequences, the general manager of the company will propose and decide to apply the exception handling procedure, and the scope of handling shall refer to but not be limited to the relevant provisions of this system, as shown in the attached table.

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