中文摘要基于KPI的绩效管理体系设计——以“CCA餐厅”为例摘要：随着经济迅猛发展，经济潜力和贸易能力的激发，餐饮业大举进入国内市场，CCA作为快餐业的竞争压力也越来越大，人员不断的流失、整体绩效水平不高凸显了其绩效管理存在的问题。而要促进战略目标“让顾客101%满意”和“保留人才”的实现，建立一套高效、适用的绩效管理体系对于CCA来说极其重要。本文的内容主要包括设计的背景、绩效管理相关理论概述、所研究CCA餐厅的绩效考核现状、绩效考核现状存在的问题、CCA餐厅基于KPI的绩效管理体系再设计、绩效管理体系方案实施的保障措施六大部分。其中绩效管理体系再设计中使用了KPI绩效考核法，运用岗位职责矩阵法分解岗位指标，坚持KPI指标的SMERT原则筛选出各岗位KPI，利用KPI权值因子判断法确定KPI指标权重。本文通过对CCA餐厅所基于KPI的绩效管理体系再设计，结合PDCA理论，从绩效计划、绩效辅导、绩效评估、绩效结果与应用四个流程而进行，最终提出的基于KPI绩效管理体系新方案构建了一套新的绩效考核指标与日月度绩效激励方案。试图建立一套符合CCA餐厅的绩效管理体方案设计外文摘要TitleDesignOfPerformanceManagementSystemBasedOnKPI-ACaseStudyOfCCARestaurantAbstractWiththerapiddevelopmentofeconomy,thestimulationofeconomicpotentialandtradecapacity,cateringindustryhasenteredthedomesticmarketmassively.Asfastfoodbusiness,competitivepressureofCAAisalsogrowing.Thelossofpersonnelandtheloweroveralllevelofperformancehighlighttheproblemsofitsperformancemanagement.Topromotethestrategicgoalof"101%customersatisfaction"and"retaintalent"toachieve,itisextremelyimportantforCCAtoestablishasetofefficientandapplicableperformancemanagementsystem.Themainlycontentofthispapercanbedividedintosixpartsthattheyaredesignbackground,overviewofperformancemanagementtheory,presentsituationofCAA’sperformanceevaluation,existingproblemsinperformanceappraisal,CAA’aredesignofperformancemanagementsystembasedonKPI,measuresfortheimplementationofperformancemanagementsystem.AmongwhichKPIperformanceevaluationmethodisusedintheredesignofperformancemanagementsystem.ItusesjobresponsibilitymatrixmethodtodecomposethepositionindexandadherestotheSMERTprincipleofKPItoscreenouttheKPIfordifferentpositions.Inaddition,itmakesuseofKPIweightfactorjudgmentmethodtodeterminetheweightofKPIindex.ThroughCCArestaurant’sredesignofperformancemanagementsystembasedonKPI,thispapercombineswithPDCAtheorytoputforwardanewsetofperformanceevaluationindicatorsandmonthlyperformanceincentiveplanonthebasisofKPIperformancemanagementsystemfromtheaspectsofperformanceplan,performancecounseling,performanceevaluation,performanceresultsandapplication.ThispapertriestoestablishasetofperformancemanagementsysteminaccordancewithCCArestaurantinordertoimprovethelevelofitsperformancemanagementandprovidecertainreferencesignificancefortheoptimizationoftheperformancemanagementamongsimilarenterprises.Keywords:KPI;Performance;Performanceappraisal;Performancemanagement;CCA目录1前言.............................................................12绩效管理概述.....................................................22.1概念界定.......................................................22.2绩效管理体系内容...............................................22.3绩效管理体系设计原则...........................................32.4绩效管理的作用.................................................43CCA餐厅现状分析.................................................43.1CCA餐厅简介...................................................43.2CCA餐厅服务组组织架构...................
