Company employee performance appraisal plan

1. Company employee performance appraisal plan

1. Assessment purpose

1. In order to fairly and effectively evaluate the work performance, work ability and work of customer service personnel Attitude, timely correction of deviations, improvement of working methods, incentives to strive for excellence, optimization of the overall customer service team, thereby comprehensively improving customer service quality and corporate efficiency, this assessment plan is specially formulated.

2. The performance appraisal results of customer service personnel will be used as the basis for the company’s decision-making on personnel salary adjustment, training planning, job promotion and job transfer.

3. Integrate performance appraisal into the company’s management process, forming a two-way communication platform between employees and the company during the appraisal, improving management efficiency and promoting the company’s good operations.

2. Assessment Principles

Assessments are carried out based on the principles of fairness, impartiality, guidance and motivation. The assessment results of customer service personnel will be directly linked to the company's performance and personal performance, and the performance assessment will also be It will serve as the main reference for salary and directly determine personal income.

3. Assessment Form

Mainly based on performance assessment, multiple assessment forms are also used for comprehensive consideration in order to achieve assessment efficiency.

IV. Applicable objects

This plan applies to all customer service personnel of the company. The person in charge of the relevant department is requested to comply with the implementation and implement it seriously. If there are special circumstances that make it inconvenient to implement it on time, Please inform in time for further consideration.

5. Assessment cycle

Based on the characteristics of the customer service position, the performance assessment of customer service personnel will be carried out monthly. Each month will be used as an assessment unit. The specific assessment time is to be discussed (monthly end of the month or beginning of the next month).

6. Customer service staff performance appraisal indicators

Performance appraisal indicators are a quantitative form of employee work performance and work ability. The work performance and ability of customer service staff can be reflected through the consideration of various quantitative indicators. and attitude. Based on the nature and work content of the customer service position itself, the performance evaluation indicators of customer service personnel are mainly divided into the following aspects:

1. Indicator completion rate. The indicator completion rate is the ratio between the sales actually completed by customer service personnel and the planned sales in a specific month, expressed as actual sales/planned sales, such as A million/month.

2. Inquiry conversion rate. Inquiry conversion rate, that is, the ratio of the number of customers who inquire from customer service to the number of final orders, expressed as the number of final orders/number of inquiries.

3. Final order success rate. The final order success rate is the ratio between the number of customers placing orders and the number of final payers, expressed as the number of final payers/number of orderers.

4. Unit price per customer. The unit price per customer, that is, the amount of each customer's purchase of our store's goods within a specific period, is the ratio between the total sales volume implemented and final payment made by Wangwang and the total number of customers who placed orders and paid, expressed as the total sales volume/number of paying customers within a specific period . It fully reflects the customer affinity and work ability of the customer service staff.

5. Wangwang response rate. Want Want response rate, that is, the ratio between the number of customers that customer service staff respond to through Want Want and the total number of customers received, expressed as the number of replied customers/the total number of customers received. If all customers received are responded to, the response rate is 100%.

6. Wangwang response time. Wangwang response time refers to the average time difference between each customer inquiry and the customer service response. Generally speaking, a response time of 40 seconds is relatively normal. A skilled customer service staff will control the response time within 20 to 30 seconds. It is directly related to the maintenance of customer attitude and customer relationships.

7. Assist in follow-up services. This item is only used as a reference for one working situation and will be adjusted according to the specific situation.

8. Execution ability. Execution ability refers to the customer service personnel's ability to complete the tasks assigned by their superior supervisor within a specific period of time. This item is considered by the superior supervisor based on the actual work of the customer service personnel and assigned points.

The above indicators are mainly based on the actual work situation of customer service personnel and statistics based on the corresponding data of the customer service performance management system (such as: Chitu Famous Products). In addition, in the actual evaluation, in addition to the supervisor's evaluation based on the actual work performance of the customer service personnel, the customer service personnel themselves also have the power and rights to self-evaluate. The final assessment result will be a comprehensive evaluation of the assessment results of each of the above indicators.

VII. Appraisal Implementation Process

1. Appraisers must be familiar with the performance appraisal system, quantitative indicators and appraisal processes, be proficient in using performance appraisal tools, and be timely in the process of appraisal and assignment. Communicate with the persons being evaluated (customer service personnel) and strive to complete the evaluation work objectively and fairly to ensure the smooth and effective development of the evaluation work.

2. The assessor will evaluate and score each customer service staff based on the corresponding indicator data and work performance according to the established assessment indicators and standards, and assign specific scores to each indicator.

The entire customer service evaluation has a full score of 100 points, of which the indicator completion rate accounts for 30% (30 points), the inquiry conversion rate accounts for 30% (30 points), and the order success rate accounts for 10% (10 points). The unit price of a customer accounts for 5% (5 points), Want Want response rate accounts for 5% (5 points), Want Want response time accounts for 5% (5 points), follow-up assistance accounts for 5% (5 points), and execution ability accounts for 10% ( 10 points).

After the above procedures are completed, employees still need to make self-evaluations, and the supervisor also needs to make objective evaluations of employees based on their work achievements and daily performance. Employee self-evaluation and supervisor evaluation will also be used as a reference for personal final grade evaluation, rewards and punishments.

3. Sum up the assessment scores of each indicator of each assessee and rank them from high to low. According to the total score, customer service personnel are divided into three levels: junior customer service, intermediate customer service and senior customer service. If the score in both assessments is above 90 points, the customer service level of the customer service staff will be classified as senior customer service; if the scores in both assessments are between 80 and 90 points, the customer service level will be classified as intermediate customer service; If the score is between 70 and 80 both times, it will be regarded as a junior customer service. Those assessed whose total score is less than 70 in one of the assessments will be reminded and conducted an in-depth interview. Those who still score less than 70 after guidance will be eliminated. Customer service personnel have different assessment levels, and corresponding salary levels, job bonuses, etc. are also different, aiming to encourage excellence and striving for excellence.

4. Additional suggestions (to be discussed):

Every quarter or year, quarterly or annual customer service specialists will also be selected based on the overall performance of customer service employees during this stage. , several outstanding customer service specialists, among which the proportion of customer service specialists shall not exceed 5% of all customer service personnel, and the proportion of outstanding customer service specialists shall not exceed 10%. Winners of such awards will be given special rewards, such as special encouragement awards or incentive travel.

8. Assessment Appeal

In order to ensure the improvement of the customer service assessment system and the effectiveness and fairness of the assessment results, a special assessment appeal procedure is hereby set up. If there are any objections to the evaluation results made by the department and supervisor, employees can directly appeal to the department supervisor, who will first coordinate. If there are still objections after coordination, the employee can file an appeal to the company's human resources department, which will be contacted by the personnel department. Conduct specific investigations and coordinate to ensure the objectivity and fairness of the evaluation results.

2. Company employee performance appraisal plan

1. Purpose

(1) According to the relevant provisions of the "Salary Management Measures for Workshop Employees", this workshop is specially formulated Performance appraisal methods.

(2) Improve production efficiency and achieve increased production and efficiency.

2. Scope of application

(1) This method applies to personnel directly involved in production operations (including personnel with a fixed monthly salary), excluding workshop management personnel.

(2) Newly recruited employees and apprentices during the probation period will not participate in this assessment.

3. Responsibilities

(1) The supervisors of each manufacturing and assembly department are responsible for guiding their employees to conduct self-evaluation, communicating with employees based on their performance evaluation results, and helping employees realize Solve problems that exist at work and formulate performance improvement plans together with employees; handle assessment results in accordance with relevant regulations of the workshop; accept employee complaints.

(2) The squad leader is responsible for the daily performance appraisal work of the employees in his team and a specific assessment indicator, and objectively and fairly evaluates the performance of his employees based on the assessment standards.

(3) All employees in the workshop: carefully conduct self-evaluation based on the assessment results, and conduct open communication with the workshop supervisor.

IV. Assessment Procedure At the beginning of each month (before the 10th), each team leader is responsible for the evaluator to evaluate the piecework employees of the previous month.

Submit the evaluation results and the appropriate evaluation basis to At the workshop accountant's office, the accountant will record the various assessment scores and evaluation basis on the "Performance Appraisal Form for Piece-rate Employee" before the 8th of each month. The person in charge of the workshop will review and modify the "Performance Appraisal Form for Piece-rate Employee" before issuing it.

5. Assessment content and methods

(1) Assessment content The monthly performance appraisal is to assess the performance of employees’ work responsibilities in that month. It mainly involves employees' labor discipline, labor attitude, work performance, work efficiency, work quality, production safety, equipment maintenance, etc.

(2) Assessment methods

1. Labor discipline (total score is 10 points, the final score of this item may be negative):

(1) This The minimum score for an item is 15 points, and points will be deducted if the following bad records occur.

(2) Being late or leaving early: 1 point will be deducted per time; 2 points per time will be deducted for 2 or more times in a month.

(3) Working on duty: Workshop employees should work in the prescribed workplace. Anyone found to chat with others outside the prescribed workplace or engage in things unrelated to their job for more than 10 minutes and less than 1 hour will be deemed as If you skip work, you will be deducted 1 point/time. If you do it twice or more in a month, you will be deducted 2 points/time and be subject to a financial penalty (20 yuan/time).

(4) Absence from work: 5 points deducted per time.

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