绩效考核.docx

绩效考核.docx

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绩效考核

Auditedkeyperformanceindicators:

TheWesternAustralianUniversityexperience（partly）

KeyPerformanceIndicators,alsoknownasKPIorKeySuccessIndicators（KSI）,helpanorganizationdefineandmeasureprogresstowardorganizationalgoals.Onceanorganizationhasanalyzeditsmission,identifiedallitsstakeholders,anddefineditsgoals,itneedsawaytomeasureprogresstowardthosegoals.KeyPerformanceIndicatorsarethosemeasurements.

KPIsareoneofthefactorsthatconstitutetheprojectsuccesscriteria.KPIsarehelpfultocomparetheactualandestimatedprojectperformanceintermsofeffectiveness,efficiency,andqualityofworkmanshipandproduct.KPIscanbeusedtomeasuretheperformanceofprojectoperationandusuallyusedinconstructionproject.Moreover,performancemeasurementcanbecarriedoutbyestablishingKPIswhichofferobjectivecriteriatomeasureprojectsuccess.Traditionalprojectperformancemeasurementcanbemeasuredbythreefactorswhicharecost,timeandprojectquality.Previousresearcherarguedthatthemeasureofprojectsuccesscannolongerberestrictedtothetraditionalindicators.Theyadvocatetheexpansionofsuccessmeasurementtowardsprojectmanagementsuccessorproductsuccessorboth.OtherresearchhasstatedthatKPIisusefultooltoinvestigateandmanagechangeinconstructionproject.Thus,KPIsalsocanbeusedtomeasureprojectmanagementperformance.

AbusinessmayhaveasoneofitsKeyPerformanceIndicatorsthepercentageofitsincomethatcomesfromreturncustomers.AschoolmayfocusitsKeyPerformanceIndicatorsongraduationratesofitsstudents.ACustomerServiceDepartmentmayhaveasoneofitsKeyPerformanceIndicators,inlinewithoverallcompanyKPIs,percentageofcustomercallsansweredinthefirstminute.AKeyPerformanceIndicatorforasocialserviceorganizationmightbenumberofclientsassistedduringtheyear.WhateverKeyPerformanceIndicatorsareselected,theymustreflecttheorganization'sgoals,theymustbekeytoitssuccess,andtheymustbequantifiable（measurable）.KeyPerformanceIndicatorsusuallyarelong-termconsiderations.Thedefinitionofwhattheyareandhowtheyaremeasureddonotchangeoften.ThegoalsforaparticularKeyPerformanceIndicatormaychangeastheorganization'sgoalschange,orasitgetsclosertoachievingagoal.

Anorganizationthathasasoneofitsgoals"tobethemostprofitablecompanyinourindustry"willhaveKeyPerformanceIndicatorsthatmeasureprofitandrelatedfiscalmeasures."Pre-taxProfit"and"ShareholderEquity"willbeamongthem.However,"PercentofProfitContributedtoCommunityCauses"probablywillnotbeoneofitsKeyPerformanceIndicators.Ontheotherhand,aschoolisnotconcernedwithmakingaprofit,soitsKeyPerformanceIndicatorswillbedifferent.KPIslike"GraduationRate"and"SuccessInFindingEmploymentAfterGraduation",thoughdifferent,accuratelyreflecttheschoolsmissionandgoals.

IfaKeyPerformanceIndicatorisgoingtobeofanyvalue,theremustbeawaytoaccuratelydefineandmeasureit."GenerateMoreRepeatCustomers"isuselessasaKPIwithoutsomewaytodistinguishbetweennewandrepeatcustomers."BeTheMostPopularCompany"won'tworkasaKPIbecausethereisnowaytomeasurethecompany'spopularityorcompareittoothers.ItisalsoimportanttodefinetheKeyPerformanceIndicatorsandstaywiththesamedefinitionfromyeartoyear.ForaKPIof"IncreaseSales",youneedtoaddressconsiderationslikewhethertomeasurebyunitssoldorbydollarvalueofsales.Willreturnsbedeductedfromsalesinthemonthofthesaleorthemonthofthereturn?

WillsalesberecordedfortheKPIatlistpriceorattheactualsalesprice?

YoualsoneedtosettargetsforeachKeyPerformanceIndicator.AcompanygoaltobetheemployerofchoicemightincludeaKPIof"TurnoverRate".AftertheKeyPerformanceIndicatorhasbeendefinedas"thenumberofvoluntaryresignationsandterminationsforperformance,dividedbythetotalnumberofemployeesatthebeginningoftheperiod"andawaytomeasureithasbeensetupbycollectingtheinformationinanHRIS,thetargethastobeestablished."Reduceturnoverbyfivepercentperyear"isacleartargetthateveryonewillunderstandandbeabletotakespecificactiontoaccomplish.

Manythingsaremeasurable.Thatdoesnotmakethemkeytotheorganization'ssuccess.InselectingKeyPerformanceIndicators,itiscriticaltolimitthemtothosefactorsthatareessentialtotheorganizationreachingitsgoals.ItisalsoimportanttokeepthenumberofKeyPerformanceIndicatorssmalljusttokeepeveryone'sattentionfocusedonachievingthesameKPIs.Thatisnottosay,forinstance,thatacompanywillhaveonlythreeorfourtotalKPIsintotal.RathertherewillbethreeorfourKeyPerformanceIndicatorsforthecompanyandalltheunitswithinitwillhavethree,four,orfiveKPIsthatsupporttheoverallcompanygoalsandcanbe"rolledup"intothem.IfacompanyKeyPerformanceIndicatoris"IncreasedCustomerSatisfaction",thatKPIwillbefocuseddifferentlyindifferentdepartments.TheManufacturingDepartmentmayhaveaKPIof"NumberofUnitsRejectedbyQualityInspection",whiletheSalesDepartmenthasaKPIof"MinutesACustomerIsOnHoldBeforeASalesRepAnswers".SuccessbytheSalesandManufacturingDepartmentsinmeetingtheirrespectivedepartmentalKeyPerformanceIndicatorswillhelpthecompanymeetitsoverallKPI.

OnceyouhavegoodKeyPerformanceIndicatorsdefined,onesthatreflectyourorganization'sgoals,onethatyoucanmeasure,whatdoyoudowiththem?

YouuseKeyPerformanceIndicatorsasaperformancemanagementtool,butalsoasacarrot.KPIsgiveeveryoneintheorganizationaclearpictureofwhatisimportant,ofwhattheyneedtomakehappen.Youusethattomanageperformance.YoumakesurethateverythingthepeopleinyourorganizationdoisfocusedonmeetingorexceedingthoseKeyPerformanceIndicators.YoualsousetheKPIsasacarrot.PosttheKPIseverywhere:

inthelunchroom,onthewallsofeveryconferenceroom,onthecompanyintranet,evenonthecompanywebsiteforsomeofthem.ShowwhatthetargetforeachKPIisandshowtheprogresstowardthattargetforeachofthem.PeoplewillbemotivatedtoreachthoseKPItargets.

PerformanceAppraisal（PA）isaprocessofevaluatingthestaff'sworkingperformanceincertainperiodforanorganization.Asthemaincontentinmanpowerexploitingandmanagement,andadifficultpointintheHumanResourcefield,itplaysanimportantroleinpersonneldecisionsandcompensationmanagement.Howtoevaluatethestaff'sperformancescientifically,logicallyandjustlyattractsmoreandmorecorporations.Thesettlementperformanceexaminationindicatorsoftenbecomekeypointintheperformanceappraisalsystem.

ThemethodofKPI（KeyPerformanceIndex）hasalreadybeenadoptedwhileimplementingtheperformanceappraisalbymoreandmoreenterprises.ThisshouldowethecredittotworemarkablecharacteristicsofKPI:

first,KPIemphasizesthattheestablishmentoftheperformanceindicatorsmustbegotintouchwithorganizingthedevelopmentstrategy.Second,theproblemwhichtheorganizationneedstopayattentiontoandsolvemostwithinspecificperiodthatKPIpayscloseattentiontothething.

KeyPerformanceIndicatorMonitoringSystem（KPI-MS）isanonlinemonitoringsystemofKeyPerformanceIndicator（KPI）thatcanbeaccessedanywhereandanytime.Itwasdevelopedtobearobustcentraldatabasestoringvariousperformancedata.Thissystemisanintelligentdatabasesystemanditisabletocalculaterawdataautomaticallytoproduceperformanceoutputssuchasreportsandcharts.Ithasasinglefilestructurewhichiseasilymaintainedandcompatiblewithcorporatedatabasestructure.KPI-MSsystemisabletostoreschools’andcenters’performanceinformationforanumberofyearswithcumulativeannualdatathatcanberetrievedandcomparedwithdifferentyears.ThissystemisdevelopedwiththepurposeofhelpingschoolsandcentersatauniversityinWestMalaysiatostoretheirKPIdata,calculateKPImarksandthengeneratesreportsandcharts.Besides,KPI-MSisdevelopedtoprovidevalue-addedservices,suchasonlinemonitoringofeachschool’sorcentre’sKPIaccomplishmentsincludingperformancecomparisonbyyear,betweentargetedandcurrentaccomplishmentaswellasbetweenschoolsandcentersintheuniversity.

KeyPerformanceIndicators（KPI）isanindexthatevaluatesthequalitativeandquantitativeperformancesofanorganizationorinstitution.Inhighereducationinstitutions,KPIisaneffectivemeasureofthequalityoftheuniversities’outputusedinplanningandimprovinguniversities’performance.AccordingtoChanandChan,KPIaddressedseveralissuesofoutputandoutcomesasthemeasurementofperformance.InMalaysia,KPIisusedasarequirementforthepublichighereducationinstitutionsinimprovingquality.Thequalitylevelofthehighereducationinstitutionsweredeterminedbytheeffectivenessandefficiencyoftheirperformance.ThebenchmarkoftheperformanceindicatorswasdeterminedbytheMinistryofHigherEducation（MoHE）Malaysia.KeyPerformanceIndicatorsMonitoringSystem（KPI-MS）isproposedasatooltobeusedincollecting,collating,processing,reporting,andmonitoringtheKPIdata.KPI-MSsystemisabletoreducetheburdenofeachandeveryschool,theuniversityandtheuniversity’scentraladministrationinpreparingKPIperformancereports.KPI-MSprovideson-linemonitoringofeachschool’sandcentre’sKPIaccomplishmentandservicesincludingperformancecomparisonbetweentargetedandcurrentaccomplishment,performa