摘要
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摘要
随着我国经济的不断发展，国内金融改革不断提速，各地城市商业银行发展
迅速并呈现出上市化、扩张化的趋势，互联网金融的崛起使银欧亿·体育（中国）有限公司面临的竞争日
趋激烈，各银行都在努力提升在金融市场中的竞争优势。目前，作为银行管理体
系中重要方法之一的绩效考核，它的核心在于针对各部门、员工进行科学有效地
评价，并依据评价结果给予不同旳激励，通过以上的评价和激励，来提高员工服
务水平、增强员工的工作积极性，从而在欧亿·体育（中国）有限公司间获得竞争优势

在商业银行中，一线柜员占比较大，主要从事会计、储蓄、外汇等基础业务

在银行整个组织结构中，柜员处在最底部，但因与客户直接接触较多，往往代表
着银行的整体形象，其服务水平更是银行竞争力的重要体现。本文以 JN 银行为
研究对象，首先分析了当前我国银欧亿·体育（中国）有限公司的发展背景，对国内外相关文献进行梳理
归纳，在绩效考核体系中外国早于国内纳入非财务指标，平衡计分卡的应用也较
广泛，我国商业银行绩效考核体系需要进一步完善。鉴于此，本文以设计一套符
合 JN 银行的新的绩效考核体系为最终目的

本文探究了绩效考核相关理论，包括绩效考核相关概念、方法、意义，重点
探究了平衡计分卡考核方法的基本要素和与传统方法的比较分析。从介绍 JN 银
行柜员基础工作环境、工作压力等，再到深入分析当下 JN 银行的绩效考核制度，
以 2015 年绩效考核结果为例，发现其过度注重财务指标、考核模式单一、员工
学习成长重视不足等问题。JN 银行现行绩效考核方法下不同的柜员绩效收入差
异较大、分配不公，导致柜员整体工作积极性不高，严重影响银行的整体竞争力，
因此 JN 银行的绩效考核体系需要重新设计完善

依据 JN 银行绩效考核体系中存在的问题，本文从 JN 银行的岗位特点出发，
对柜面岗位逐一分析，结合 JN 银行实际发展，依据岗位优先、指标细化等主要
原则，确定采用以平衡计分卡为中心的绩效考核体系。在设计过程中，重点运用
平衡计分卡、层次分析法来构建新的绩效考核体系，从财务维度、客户维度、内
部流程维度、学习与成长维度四个考核维度进行设计。为提高绩效考核体系的科
学合理性，文章结合柜员不同岗位的特点对每个维度进行分别分析，再利用调查
法、数据分析法等得出合理的计算方式，最后使用层次分析法来确定指标权重，
最终设计出一套新的绩效考核体系

最后，本文通过对 JN 银行新绩效考核管理体系的实施应用进行综合评价，
并对其未来发展方向进行展望

关键词：柜员；绩效考核；平衡计分卡山东理工大学硕士学位论文 ABSTRACT
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ABSTRACT
With the continuous development of China&39;s economy, the domestic financial
reform has been accelerating rapidly. The development of urban commercial banks
has been developing rapidly and showing the trend of marketization and expansion.
The rise of Internet finance has made the banking industry increasingly fierce
competition, and the banks are trying to upgrade Competitive advantage in financial
markets. At present, as the banking management system, one of the important
methods of performance appraisal, its core is for the various departments and
employees to scientific and effective evaluation, and based on the evaluation results to
give different incentives, through the above evaluation and incentives to improve staff
services Level, and enhance the enthusiasm of the staff, so as to gain a competitive
advantage among the industry.
In commercial banks, first-line tellers accounted for a larger, mainly engaged in
accounting, savings, foreign exchange and other basic business. In the entire
organizational structure of the bank, the teller at the bottom, but direct contact with
customers more often represent the overall image of the bank, its level of service is an
important manifestation of bank competitiveness. In this paper, JN Bank as the object
of study, the first analysis of the current development of China&39;s banking industry
background, the relevant literature at home and abroad to sort out, in the performance
appraisal system in foreign countries as early as non-domestic financial indicators,
balanced scorecard application Extensive, China&39;s commercial banks performance
appraisal system needs to be further improved. In view of this, this paper to design a
set of JN Bank in line with the new performance appraisal system for the ultimate
goal.
This paper explores the relevant theories of performance appraisal, including the
concepts, methods and meanings of performance appraisal, and explores the basic
elements of the evaluation method of balanced scorecard and the comparative analysis
with traditional methods. From the introduction of JN bank teller basic working
environment, work pressure, and then to the depth of the current JN bank performance
appraisal system to the results of performance appraisal in 2015, for example, found
that its excessive focus on financial indicators, a single assessment model, staff
learning growth attention deficit And other issues. JN Bank&39;s current performance山东理工大学硕士学位论文 ABSTRACT
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appraisal method under the different performance of different teller cash, the
distribution of injustice, resulting in the overall work of the teller is not high, seriously
affecting the overall competitiveness of banks, so JN bank performance ap
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