摘要
本文通过对客户服务的绩效管理流程进行论述,并对绩效管理体系改革措施的效果进行评价,以建立学习型组织和组织的绩效文化,形成具有激励作用的工作氛围为目的。本院参考国内外经验,结合自身实际,对医院员工的客户服务绩效进行考核,提升医院创新能力和管理水平,为医院在市场竞争环境下获取竞争优势提供思路。
In this paper,the performance of customer service management processes are discussed,and to evaluate the effect of performance management system reform measures,in order to establish a learning organization and organizational performance culture and form a stimulating working atmosphere.Our hospital refer to domestic and international experience,combine with our actual,assess the hospital staff customer service performance,enhance hospitals’innovation capability and management level,providing ideas for hospitals to gain competitive advantage in a competitive market environment.
出处
《中国医学创新》
CAS
2014年第18期120-124,共5页
Medical Innovation of China
基金
佛山市顺德区医学科学技术研究项目(440111201328178)
关键词
医院
客户服务
绩效评价
策略研究
Hospital
Customer service
Performance evaluation
Strategy research
