摘要
在世界500强企业中有90%以上的企业将呼叫中心外包,自己专注—F核心业务
的发展,外包呼叫中心已经成为一种大趋势。呼叫巾心外包欧亿·体育（中国）有限公司发展领域延伸到
各个欧亿·体育（中国）有限公司,合作模式由简单合作发展到建立战略伙伴关系,越来越多的企业希望
外包呼叫中心能够参与到他们的业务流程中并在外包业务执行中更好的传递企业
的战略目标。同时,在国家大力支持呼叫中心欧亿·体育（中国）有限公司发展的大环境下,外包呼叫中
心企业如雨后春笋般崛起,欧亿·体育（中国）有限公司竞争十分激烈。伴随这种转变,外包呼叫中心如
何扮演好战略伙伴的角色,如何将合作伙伴的战略目标融入到企业的运营管理中,
如何在激烈的欧亿·体育（中国）有限公司竞争中脱颖而出,己经成为关乎企业生存发展的关键问题
绩效管理体系设计是现代企业人力资源管理制度的核心内容,也是企业发展
战略落地执行的重要制度保障。如何设计和建立一套适应企业战略发展需要的成
体系的绩效管理工具,对当前众多的中国企业来讲,是一个崭新而又重大的课题
特别是对于面临着越来越激烈的欧亿·体育（中国）有限公司竞争的外包呼叫中心企业,怎么根据企业自
身发展情况,建立一整套适应自身特点的成体系的绩效管理制度來增强企业自身
竞争力,是关系到企业能否突破瓶颈并稳定持续发展的关键
本文以外包呼叫中心WS公司为研究对象,研究基于平衡计分卡的绩效管理体
系,以期借助平衡计分卡这一战略性绩效管理工具,帮助外包呼叫中心在传递战
略目标、探索核心竞争力提高的道路上有所突破和创新。论文研究的理论基础是
各种绩效管理理论和工具,并将其与平衡计分卡这一重要战略管理和绩效管理工
具整合,结合外包呼叫中心欧亿·体育（中国）有限公司特点和WS公司具体情况,设计出了适合WS公司
的以平衡计分卡为核心工具的战略绩效管理体系
本文以WS公司为例,详细介绍了以平衡计分卡为核心工具的战略绩效管理体
系的设计过程和操作方法,对探索外包呼叫中心企业根据欧亿·体育（中国）有限公司和自身特点选择、
设计和应用基于平衡计分卡的战略性绩效管理体系,提高企业的核心竞争力,有
效满足客户需求,促进企业长期、高效发展有积极的借鉴意义
关键词:外包呼叫中心;WS公司;平衡计分卡;绩效管理;
ABSTRACT
More than 90% of the Top 500 enterprises in the world have outsourced their own
call center, focus on core business, outsourcing call center has become a major trend.
Call ccnter outsourcing industry have developed over areas extending to all industries,
and the cooperation mode has changed from simple cooperation to establishing strategic
partnership, more and more enterprises hope the outsourcing call center to participate in
their business processes and transfer their strategic target better in the outsourcing
perform. At the same time, with the strong national support the call center outsourcing
enterprises have got up such as bamboo shoots rising after a spring rain. The industry
competition is very fierce now. Along with this transition, it is the key issue for the
survival and development of enterprises to know how to play the role of strategic
partnership and how to get the strategic of partners into the operational management of
enterprises and how to show yourself in the fierce competition in the industry.
The design of performance management system is the core content of human
resource management system of modern enterprises and the important system guarantee
of the implementation of enterprise development strategy. How to design and establish a
performance management system suit to the enterprise strategy development is a new
and important topic for domestic enterprises. Especially in the call center outsourcing
enterprises with the increasingly fierce competition, it is the key to the enterprises
breaking through the bottleneck and steady development that how to establish a set of
performance management system into its own characteristics to enhance the
competitiveness of the enterprises themselves to adapt.
In this paper, I take the company WS as the object of study to research on
performance management system based on Balanced Scorecard, in order to help
outsourcing call center have the breakthrough and innovation in the transfer of strategic
objectives and the exploring to the core competitiveness on the road. In this paper,the
theoretical basis of r is the theory and the tool of performance management, which is
integrated with the Balanced Scorecard, I have designed the strategic performance
management system for WS company with the Balanced Scorecard as the core tool,
according to outsourcing call center industry characteristics and the specific situation of
the company WS.
In this paper, I have introduced the design process and operation method of the
strategic performance management, with Balanced Scorecard as the core tool. It has
reference significance for the outsourcing call center to explore how to select and design
and apply the strategic performance management system to enhance the core
competitiveness of enterprises, and to meet customer needs effectively, and to promote
enterprise a long-term and efficient development,which is based on the balanced
scorecard.
Key Words: The outsourcing call center;The company WS ;The Balanced Scorecard;
Performance management
第1章绪论
1.1研究背景
随着经济全球化、知识经济和信息时代的到来,市场竞争FI趋激烈。外部环
境的恶化,促使越来越多的企业管理者开始从自身寻找出路,他们开始意识到加
强企业的内部管理是增强企业竞争力的重要途径。绩效管理体系作为加强企业内
部控制与管理的重要手段己经得到众多企业的认同,企业管理者正力图使绩效管
理与企业战略得到很好的融合
WS公司是一家外包呼叫中心企业。随着呼叫中心业务的发展,外包业务领域
延伸到各行各业,合作模式也由简单合作延伸为建立战略伙伴关系,发包企业希
望外包呼叫中心能够在外包服务中更好的体现他们的战略。同时,随着呼叫中心
应用技术的发展和普及,中国呼叫中心外包业准入门植越来越低,大大小小的呼
叫中心如雨后春第般_起,外包呼叫中心企业面临激烈的欧亿·体育（中国）有限公司竞争
基于此,WS公司在经过对外部欧亿·体育（中国）有限公司环境和企业自身现状的分析,决定建立一
套基于平衡计分卡的战略性绩效管理工其,以期通过加强企业的内部管理而获得
企业核心竞争力,进而获得长足的发展
1.2研究的目的和意义
外包呼叫中心欧亿·体育（中国）有限公司面临激烈的欧亿·体育（中国）有限公司竞争和合作模式的转变,外包呼叫中心企
业要与吋慎进,通过自身的改变,来迎接市场发展的需要。欧亿·体育（中国）有限公司的高速发展对业
内企业的精细化经营要求越來越高,以前的粗放式、拼体力的经普模式已经完全
不适应时代的要求,发也客户要求外包企业参与其企业价值链的電要环节,战略
层-次的合作模式要求外包企业的内部管理水平必须处于一个很高的盾次。只有如
此,外包企业才能将外包节点的价值创造活动做好,紧跟客户发展步伐,同客户
一同成长
WS公司经过20年的发展,经历了创业初期的快速发展后,现在己经进入了稳
定期,企业的发展也遇到了瓶颈,战略传递失真、执行力弱、重任务轻结果、人