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论文编号：	544
作者编号：	2120062088
上传时间：	2008/6/19 15:04:40
中文题目：	基于旅行社业务操作系统的员工绩
英文题目：	Research on the Employee Perfo
指导老师：	姚延波
中文关键字：	旅行社;业务操作系统;绩效;绩效<
英文关键字：	travel service;business operat
中文摘要：	面对2008年外资旅行社“出境游”经营权的逐渐放开，我国旅行社行业面临外资旅行社在这一高利润领域的挑战，我国大中型旅行社纷纷寻求先进管理方法，以求提升自身的竞争力。但在引进先进管理方法的道路上，作为旅行社重要的资源的员工对一部分旅行社的革新进程实施了阻力，这是由于大中型旅行社普遍引进的业务操作系统从很大程度上剥夺了员工的“灰色收入”，同时通过改变“倒管理”的局面使许多中层以上的管理人员失去了从前所享有的利益和特权，一时间，行业内部分旅行社面临不同程度的员工跳槽与经营困境，引起此状况的根源为员工“激励危机”。 “激励危机”会直接导致员工流失，如果旅行社大量的核心基层员工以及中层以上管理人员跳槽，旅行社必将面临经营危机。因此，旅行社欣然接受先进的业务操作系统所带来的大幅度利润攀升的同时，“激励危机”则是需要旅行社尽快平复的首要问题。造成“激励危机”的原因是复杂的，旅行社缺乏激励依据，无法让员工确信自身的利益诉求能否实现是最为关键的原因。目前，由于我国旅行社的员工绩效考评体系缺乏个体考评，这种缺陷无法与先进的业务操作系统进行良好的配合，因此，构建基于旅行社业务操作系统的员工绩效考评体系是非常必要的。 本文从旅行社“激励危机”出发，针对解决“激励危机”的有效方法——构建基于旅行社业务操作系统的员工绩效考评体系，对绩效管理以及绩效考评相关理论及研究现状进行了梳理。通过分析现行考评体系存在的问题以及旅行社员工绩效考评体系的特征，引入旅行社业务操作系统概念并指出其必要性，构建了基于旅行社业务操作系统的员工绩效考评体系，特别针对员工的岗位特性提出了具有针对性的考评指标以及考评方法，并对员工绩效考评体系的有效实施与监控提出了具有建设性的措施。为使“激励危机”能够得到最大程度的解决，本文对与员工绩效考评体系相关的支撑体系进行了讨论，力求使基于旅行社业务操作系统的员工绩效考评体系能够最大化的发挥其对解决“激励危机”以及实现旅行社利益相关者的利益诉求的作用。
英文摘要：	With the gradually opening of the management right of “Outbound Tour” for the foreign travel services in 2008, China’s Travel Service Industry is facing tough challenge in this profitable field. Most of the large and middle scale travel services of China are searching for advanced management methods and trying their best to promote the competence. However, on the way to bring in advanced management methods, part of employees, as the most cherished resource of travel service, have implemented resistance because of the elimination of “Recessive Income” by business operation system. Meanwhile, the disputation of “Reversing Management” has deprived the special benefit and right of middle level managers which also results in the opposition of business operation system. For a moment, some travel services have faced job-hopping and operation difficulty. The main reason of the situation above is “Incentive Crisis”. “Incentive Crisis” will immediately cause the losing of employees. The travel services will definitely come into management crisis if many of the core employees and middle level managers choose job-hopping. Therefore, “Incentive Crisis” is the foremost problem that needs the travel services to deal with as soon as possible while they are glad at the big increase of profit brought by the business operation system. The reasons for the “Incentive Crisis” are complicated, and the key reason is that the travel services do not have rules for incentive and can not make their employees and middle level managers be sure of the realization of their command for interest. As the current employee’s performance evaluation system is general and lacked of individual evaluations, which have made it unsuitable for the business operation system, therefore, the formation of employee’s performance evaluation system based on the business operation system is extremely necessary. This thesis stars with the “Incentive Crisis”, arranges both theories and researches related to performance management and performance evaluation in order to solve the “Incentive Crisis” by formatting employee’s performance evaluation system based on the business operation system. After the analyses of the problems of the ongoing system and the features of the employee’s performance evaluation of travel service, the thesis brings the definition of business operation system, points out the necessaries of building the employee’s performance evaluation based on business operation system and then formats it. According to the job characteristic of different employees, this thesis specially posts index and methods for their evaluation and puts forward some constructive suggestions for the implement and control. By discussing other support systems, this thesis tries to maximize the effect of the formatted system to the solution of “Incentive Crisis” and the realization of the command from stake holders.
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