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最近的金融危机已经影响到发展中国家，因此投资者的风险越来越大，对冲基金等受影响的投资者的资金供应减少，新兴经济体的增长前景恶化。由于投资者现在不愿意投资，银行面临着大量的开支问题。公司的工作应该有一些变化来吸引客户和投资者。应检讨绩效管理体系，并实施新目标，振兴银行。
绩效管理-“一个战略和综合的方法，以提高组织的效率，提高工作人员的工作，并通过发展团队和个人贡献者的能力”。
INTRODUCTION 简介
The recent financial crisis has affected the developing countries; as a result there is a rising risk among investors, the reduced availability of funding for influenced investors like hedge funds, and deterioration of growth prospects in emerging economies. Banks are facing a lot of problems to cover their expenses since the investors are reluctant to invest now. There should be some changes in the working of the company to attract the customers and investors. The performance management system should be reviewed and new objectives should be implemented to revive the bank.
Performance Management - ‘A strategic and integrated approach to increase the effectiveness of organizations by improving the performance of the people who work in them and by developing the capabilities of teams and individual contributors.' (Armstrong, M. and Baron, A. 1998)
The most important task for the management in a company is to gather most out of the workforce. Giving rewards based on review past performance was an approach in traditional human resource management. In the early part of the 19th century, for example, Robert Owen used coloured wooden cubes, hung above the workstations, to indicate the performance of individual employees at his New Lanark cotton mills in Scotland. Various merit ratings were represented by different coloured cubes, which were changed to indicate improvement or decline in employee performance (Murphy, K. and Cleveland, J. 1995).
Japanese working practices have been considered to be better than the western working management and practices. Their main approach in human resource management was the people development and continuous improvement. Thurley (1982) described the objectives of personnel policies in Japan as performance, motivation, flexibility and mobility. The best fit approach of human resource policies always gives high result in performance. But the approach needs a team work instead of individual performance. A good construction layout is of no use if the electrician, painter, carpenter, etc. do not support according to the required input.
Performance management is about creating a culture in which an individual and team take responsibility for the continuous upgrading of business processes and of their own skills. Seniors can explain what they expect junior and teams to do; likewise individuals and teams can communicate their expectations of how they should be managed and what they need to do their jobs. Performance management also explains about improving the quality of relationships - between managers and individuals, between managers and teams, between members of teams and is therefore a combined process. Performance in a company can be measured by many criteria; most important amongst all is the individual performance. If each person in the company works accurately and deliver his work on time within the required policy framework then the company all together will work efficiently. By evaluating the performance policies and procedures resourcing can be verified, quality of recruits can be checked, employee commitment to work and their working behaviour can be watched, and it also provides a justification for the organisations pay policies.
Armstrong (2004) defines objectives or goals as “what organizations, functions, departments and individuals are expected to achieve over a period of time”. There is also strong evidence that practitioners are using performance management to embrace a range of activities: 62.1% of respondents think that more than five activities should be included in performance management and 18.3% think it should include more than eight (Chartered Institute of Personnel and Development. 2009). As a human resource management of a commercial bank which is facing problem due to the recent financial crisis, I would set up five objectives under which if the bank works may definitely recover from the ongoing problems. The performance of individual as said above plays an important role in this. Therefore, for setting up the objectives for the bank I would consider individual performance of an employee first, which as in whole would contribute to the team work. Frequent meetings for the new and less experienced employees should be done to get a better and timely report. Then proceed on to the customer focussed approach in the working of the system so that customer satisfaction is given priority over others.
The main five objectives for the revival of the commercial bank are as follows:
1. Target formulation
Long term financial investment plans should be made with the growing companies with higher turnover. They should be provided with new overdraft schemes so that they utilise the banks' capital in their growing market to enhance their turnover by getting even bigger projects.
Letter of credits can be given to trustworthy clients with good track records, so that they can rotate their capital more in the same financial year.
Government upcoming projects mainly related to infrastructure and life sciences should be given special attention, since these fields are developing in every country.
Loans to the potential techno-entrepreneurs should be given. These Small and Medium Enterprises (SMEs) are mostly the upcoming market kings.
The interest rates of the bank should be planned as per the current capital market. These interest rates should also be planned in a way to meet the objectives of the banks and cover its reserve funds including its overhead expenses.
Each and every department should have a separate action plan with a target achievement to be reviewed every month. Each department should have internal audit as well as external audit. The external audit is very important since it effects the banks reputation in the market.
Other than department, target should be set-up for individual employee. Every employee should have an action plan of his own to work on which should be reviewed by the immediate manager so that the plan is in sync with the banks action plan.
Free first few months insurance scheme should be given for the new customers. This would attract new customers in the competitive market.
Locker facilities with low annual security should be offered to the existing customers, so that they do not switch to any other banks.
Transaction fee for money transfers can be minimised or waved off in order to get more customer attraction.
Education loan with low interest rate can be given to students for higher studies in the country as well as for overseas education.
Customer service in the bank should be improved to a new level so that the customer can understand the bank processes easily and hence save time.
2. Action planning
Performance-driven action plans for complete year should be made and discussed for each employee so that the work does not suffer from time lags in between work.
Review of these action plans should be done every month so that the new schemes and updates of the market are also included in the plan.
Each employee according to his skills should be appointed to the department, for instance; cashier, teller, etc should be placed knowing their skills and attitude to get most out of them.
Appointment of experienced staff from the same field would save bank funds and time in training them.
Strong stakeholder association should be made by inculcating strong sales and service culture.
The sales team should be trained enough to sell the bank schemes to corporate, hospitals, car owners, etc. The sales team should have good potential to attract more customers since they are the only link between the bank and the public.
Quality improvement can be done by task teams or cross departmental teams in designing the work structure to support quality improvement.
Rewards should always be set with the jobs assigned so that the employee has some extra interest in completing the targets on or before time.
Skills-based rewards should be introduced and encouraged since it enables the organisation to respond more effectively and speedily to the needs of customers.
3. Improvement of individual activities
Each individual should be given a choice to make an action plan for himself. This would encourage the employee to work hard for his own plan. A review of the action plan by the immediate manager should be done and then its implementation would yield a better result.
Dedication and loyalty to the work comes from the liberty given to the employee where he can use his intellect to achieve goals yet modification should be made by the management if required.
Training and development of the ongoing task is essential. Seniors or managers in the bank can explain the employee through discussion on the ongoing task. These on job trainings will improve the skills of the employee and reduce the cost for the training sessions.
Recruitment of new employees can be avoided since the on job training to present employees would help accomplish the job, evading the cost. But recruitment of experienced staff would help the present employees.#p#分页标题#e#
Mentorship helps a lot in training and development of talent. The mentor can be the individual's immediate manager, but usually mentor is a more senior manager in the same department or different department. The mentorship might not naturally happen, it may be encouraged.
4. Periodic review
The periodic review is important since it gives the idea of the present situation of the project. The manager can explain to improve the project or guide for a better outcome before the project is submitted.
The submission date of the project can be estimated by the manager through this review. Even the employee sometimes himself can make out whether the project can be submitted on time or not.
Employees learn through the reviews their senior provides regarding the work. Implementing the new ideas in the project with constant review won't waste time of the system also.
These periodic reviews are normally informal; training for the task is automatically given by the immediate manager when the problem in the task arises.
Even the best employees can improve in some ways so feedback should be taken from all. Self assessment, peer assessment, feedback from line management and upward appraisal should all be considered will planning to reward the employee.
360-degree feedback method should be adopted since it gives a complete picture of strength and weaknesses of an employee and enlighten how he is different from other organisational group. It is mainly used as management development and self-development programme. Since this feedback is not done by an individual so it is also not biased.
5. Customer feedback
Customer feedback is important to assess the level of customer satisfaction and to know what actually customer thinks about our bank. The frustrated 2 would always reveal the potential place in the working of the bank which needs improvement.
Customers' feedback form should be added in the website. Increasing a feedback form in the website would make it easier for customers to write their problems to the bank. These problems can be clubbed together and the most common problem can be preferred to be rectified.
Feedback form can also be distributed in the bank where the problems can be rectified immediately. This would require an experienced service manager who could deal with the problems instantly.
Customer feedback should be taken with the name of the employee if required. This would help in developing or improvising skills of the employee with the gathered information from the feedback of the customer.
The rewards and recognition to the employees can be set according to the unbiased feedback of the customer. These feedbacks can be used while appraisals are made.
To find and fulfil the unidentified needs of the customers by designing new schemes as per customers requirement. These unidentified needs are good for the growth of the banks since the customers unknowingly get the information from globally.
CONCLUSION 结论
The conclusion of the above discussion mainly involves the objectives of the management in satisfying the customer in a better way than was followed previously. While the system was operating smoothly but some areas need to develop. Supervisors can improve the ability of the employees by providing timely and valuable feedback regarding their reports' performance. But with the new policy, definitely we'll have good customer satisfaction and a high count of customers to be served. The present policy would also reduce the cost of the bank overheads since the recruitments now would be done only if the current employees are completely engaged. The new recruit would be highly qualified so that the time and funds are not wasted in training that person. Even the new recruit can train the present employee when ever needed. To achieve all, a centralized budget should be prepared so that the expenses are incurred with the limit of the bank without surpassing the upper limit of the banks overheads.
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