摘要
在国家推动电信市场改革的背景下，通信服务供应商原有的政策优势逐步弱化，以
更高的内部管理绩效来提升新环境下的企业市场竞争力成为必然选择。在通信服务供应
商的内部管理效益提升中绩效考核具有重要的价值，文章以中国联通 H公司固网运营维
护部为对象，以文献分析、案例分析与问卷调查等方法为主，在介绍学术界关于绩效考
核相关研究成果、基础概念和理论的基础上，论述了中国联通 H公司固网运营维护部绩
效考核现状，探讨了中国联通 H公司固网运营维护部绩效考核问题与原因，设计了中国
联通 H公司固网运营维护部绩效考核体系的改进方案并构建起了对应的保障体系，最后
对改进方案的实施效果进行概述。
文章在绩效考核理论的指导下以平衡计分卡为基础进行探讨，得出如下主要结论：
一是，调查显示 H公司固网运营维护部，现行以平衡计分卡为基础的绩效考核体系未能
够获得受访者较高的满意度，由此反映出现行绩效考核体系存在一定的不足。二是，进
一步分析 H公司固网运营维护部的绩效考核体系可知，尚存在绩效考核维度无法满足部
门全面管理需求，未能平衡各维度绩效考核指标内容，未能平衡各维度绩效考核指标权
重，绩效考核执行不严且结果应用不足等问题。三是，中国联通 H公司固网运营维护部
绩效考核问题的原因主要包括，未结合企业实际对平衡计分卡进行维度创新，短期经济
利益实现理念主导了绩效考核指标设计，管理者经验主导了绩效考核指标权重设计，绩
效考核制度执行与结果应用的价值认知不足。针对存在的问题与原因，文章从以企业实
际需求为基础引入安全考核维度，统筹设计各维度绩效考核指标内容，实施绩效考核指
标权重的主客观联合设计，优化绩效考核执行与应用体系等角度提出改进方案。
文章针对中国联通 H公司固网运营维护部绩效考核议题做出了全面、深入的探讨，
深入挖掘与剖析其在绩效考核上存在的问题与原因，提出了改进方案。所形成的研究成
果对于中国联通 H公司固网运营维护部，完善绩效考核体系具有指导建议价值，而实施
效果也表明新绩效考核体系提升了部门运营绩效、降低了部门安全事件发生率、提高了
被服务对象与部门员工的满意度。
关键词：绩效考核；平衡计分卡；考核维度；考核指标
I

ABSTRACT
Under the background of the national promotion of telecom market reform, the original
policy advantages of communication service providers are gradually weakened. It is an
inevitable choice to improve the market competitiveness of enterprises in the new
environment with higher internal management performance. Performance appraisal is of great
value in improving the internal management benefits of communication service providers.
This paper takes the fixed network operation and maintenance department of China Unicom H
company as the object, focuses on the methods of literature analysis, case analysis and
questionnaire survey, and introduces the academic research results, basic concepts and
theories related to performance appraisal, This paper discusses the current situation of
performance appraisal of fixed network operation and maintenance department of China
Unicom H company, discusses the problems and reasons of performance appraisal of fixed
network operation and maintenance department of China Unicom H company, designs the
improvement scheme of performance appraisal system of fixed network operation and
maintenance department of China Unicom H company, constructs the corresponding
guarantee system, and finally summarizes the implementation effect of the improvement
scheme.
Under the guidance of the performance appraisal theory, this paper discusses on the basis
of the balanced scorecard, and draws the following main conclusions: first, the survey shows
that the current performance appraisal system based on the Balanced Scorecard of the fixed
network operation and maintenance department of H company has not been able to obtain a
high degree of satisfaction from the respondents, which reflects that there are some
shortcomings in the performance appraisal system of the existing bank. Second, further
III
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