专业英语成绩评定表.doc
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1、北京邮电大学软件学院工程硕士研究生专业英语成绩评定表 学号: 10Z0735 学生姓名: 卞兴军 导师姓名: 雷友珣 报告题目: design and implementationof gehua call centers performance managementsystem 评分: 导师签字: 年 月 日With the development of economic globalization, Business competition becomes more severe increasingly. At the beginning, Corporation only concer
2、ned with the results of management, In order to improve the viability and competiveness, gradually , they take care of evolution of process management. In this background , A large number of companys management begin to attend Performance management system (Performance Management System), In their d
3、aily work performance, performance management system,which records the employees work capacity and workload data, and the basis for the assessment of its employees. Customer service performance system is a branch of the performance of the system, which is used in the call center performance manageme
4、nt .It mainly to solve heavy workload and high cost in call center. And improve the efficiency of call centers management comprehensively.The call center of Beijing Gehua TV Network Co., Ltd. was established in 2001, at the beginning the Center use the management model like documents, forms, paper.
5、With the development of the companys business, the size of the customer service center is expanding; the former management style is not suited to the business development needs. The call center decided to use a set of customer service performance management system, it is mainly to solve the drawback
6、s of the old management model, it use the latest computer technology for the performance of customer service, code of conduct, the daily performance of the workload to manage. The entire system, including staff time and attendance module, traffic module, quality of service, the query module, as well
7、 as basic data management module.At present, the systems are deployed in the customer service center, using C/S architecture. Performance system software is installed by those computers where monitor, agents representatives and quality personnel used. Service program is deployed in pc service; Relev
8、ant personnel do daily management by the using of performance systems. From requirements analysis, architecture design to programming, This thesis is built around customer service performance , it use entirely client and service structure.Performance ,academic language, in order to achieve their goa
9、ls which set by organizations and the individuals, specifications and requirements of businesses and organizations. it can be understand as behavior, performance in the specific work. in order to achieve maximum capacity out the effect of the minimum expenditure requirements the behavior of the part
10、icipants. The key of performance is performance management.In order to achieve enterprise goals set by managers and employers The so-called performance management is at all levels to participate in the performance plan formulation, performance counseling communication, performance appraisal, applica
11、tion performance results, performance targets to enhance the continued cycle. The purpose of the performance management is to continue to enhance the performance of individuals, departments and organizations, which emphasize the consistency of organizational goals and personal goals, and focus on or
12、ganizations and individuals, grow together. Performance management, businesses and organizations at all levels of participants, and people management.Performance management is a systematic process, including the four areas of the assessment program development, performance-related work to prepare an
13、d organize the implementation of the assessment feedback.The development of evaluation plan refers to enterprises and organizations from their own goal, the actual situation to develop the object of assessment, assessment time, and assessment of the specific content.The preparation work refers to th
14、e preparatory phase of the performance appraisal; the main work is the selection of personnel involved in the assessment, as well as the understanding of the assessment of staff performance evaluation and related IT systems knowledge to prepare.The organization and implementation of the implementati
15、on of part of the performance appraisal and assessment personnel in accordance with the assessment methods, and implementation of the assessment work to be examiners.The assessment feedback is the final step of the evaluation aspects of the assessment of the statistical evaluation of the results, th
16、e assessment project, the final assessment data feedback.The modern enterprise management, performance management is increasingly a large number of enterprises using, in general, the implementation of performance management:1, the implementation of performance management, employee control performanc
17、e assessment methods, fined their own lack of skills to achieve greater purposes, by way of participating in the training and self.2, the implementation of performance management systems, can make clear business goals of the corporate officers, management by objectives, corporate managers more clear
18、ly their own purposes, down to every task, layer by layer to implement the specific implementation, business managers will clear the current management insufficient, and thus be improved.3, performance management is a continuous cyclical process, through the development of the assessment objectives,
19、 the implementation of the assessment and feedback of evaluation results, after the end of the entire process, improving the last developed performance goals and thus to identify problems, optimize management purposes.4, the performance to some extent reflects the assessment of range of knowledge, b
20、usiness skills, work attitude, initiative, etc., in the process of business management, corporate management will generally reference the performance results as a staff appraisal, reward, promotion credentials.1.2 The subject of sourceWith the large-scale extension of the high-definition cable TV bu
21、siness, the number of the Gehua call center from dozens of people to 600 people, staff size increased several times. The original call center management to rely on word documents, EXCEL table, attendance information, personnel performance, workload, and other information stored in document form file
22、, data retrieval difficult, statistical information is not accurate, the high cost of human resources management, management methods are backward. With the expansion of staff size, the original management model can not adapt the call center business development needs of specific performance:1, The f
23、ormer performance management has many disadvantages, such as heavy workload, high costs, confusion management, it is very difficult to retrieve, update, and find information.2, It is easy to lose those documents, forms for Performance Management information, not flexible statistical shortcomings. Do
24、cuments and forms stored information due to poor management, human factors caused the loss of data, resulting in inaccurate statistics, the data can not be long-term preservation.3, It is difficult to achieve the purpose of data mining, data mining from large amounts of data to find out the law, wit
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