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[null,null,"客服绩效考核方案表"]
["方案名称",null,null,"客服人员绩效考核方案",{"$nulls":6},"受控状态"]
[{"$nulls":10},"编      号"]
["一、目的"]
["1、","规范公司网络客服部日常销售工作，明确工作范围和工作重点。"]
["2、","使公司对客服部门工作进行合理掌控并明确考核依据。"]
["3、","鼓励先进，促进发展。"]
["二、范围"]
["1、","适用范围：公司网络客服部。"]
["2、","发布范围：公司网络客服部。"]
["三、考核周期"]
["      采取月度为主的方法，对客服部人员当月的工作表现进行考核，考核实施时间为下月的1~5号，遇节假日顺延。"]
["四、考核内容和指标"]
["      （一）考核内容"]
[null,"1、服务类"]
[null,"      旺旺沟通（咨询转化率、平均响应时间、客户流失率）。"]
[null,"      订  单  类（要单总金额、有效订单比重、付款比例、退款比例、客单价均值）。"]
[null,"      其  它  类（顾客投诉比重、异常订单比重）。"]
[null,"2、管理类"]
[null,"公司监控报表上交及时性，数据真实性、报表完整质量。"]
["     ","（二）考核指标数据来源"]
[null,"1、绩效软件实时监控。"]
[null,"2、绩效管理系统查询，公司主要通过绩效软件查询与核对。"]
[null,"3、公司内部对客服部进行抽查。"]
[null,"（三）考核指标"]
[null,"客服人员绩效考核表如下表所示。部分为100分。"]
[null,"客服人员绩效考核表（下页）"]
["五、绩效考核的实施"]
[null,"1、考核分为自评、上级领导考核及小组考核三种，其中小组考核的成员主要是由与服务人员工作联系较多的相关门部人员构成，三类考核主体所占权重及考核内容如下表所示。"]
[null,"考核者",null,null,null,"权重",null,null,null,"考核重点"]
[null,"被考核人本人",null,null,null,0.15,null,null,null,"工作任务完成情况"]
[null,"上级领导",null,null,null,0.6,null,null,null,"工作绩效、工作能力"]
[null,"小组考核",null,null,null,0.25,null,null,null,"工作协作性、服务性"]
[null,"2、客服人员考核表示实施标准如下表所示。"]
[null,"项目",null,null,"数据来源",null,null,"抽查途径",null,null,"标准答案"]
[null,"专业技能、专业知识",null,null,"考核表单",null,null,"公司、部门考试",null,null,"按公司规定"]
[null,"迟到早退",null,null,"公司",null,null,"打卡记录",null,null,"打卡记录"]
[null,"工作态度",null,null,"公司抽查、客服主管",null,null,"模拟接待场景",null,null,"按公司规定"]
[null,"其它绩效数据",null,null,"绩效软件",null,null,"绩效软件",null,null,"按公司规定"]
[]
["六、绩效结果的运用"]
[null,"1、连续3个月（季度）评比结合排名，分别奖励300元、200、元100元。"]
[null,"2、月考核评比结合排名后三名，要求客服部主管仔细分析落后原因，针对落后原因，寻找改进措施，并在月工作通报下发后的一周内，将整改方案报公司。"]
[null,"3、公司将视情况对部分客服部经理及主管进行提交改进意见书及以上的处罚。"]
[null,"4、汇总月度考核结果，进行年终优秀员工评比。"]
["相关说明"]
["编制人员",{"$nulls":4},"审核人员",null,null,null,"批准人员"]
["编制日期",{"$nulls":4},"审核日期",null,null,null,"批准日期"]

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[null,null,"客服绩效考核方案表"]
["方案名称",null,null,"客服人员绩效考核方案",{"$nulls":6},"受控状态"]
[{"$nulls":10},"编      号"]
["一、目的"]
["1、","规范公司网络客服部日常销售工作，明确工作范围和工作重点。"]
["2、","使公司对客服部门工作进行合理掌控并明确考核依据。"]
["3、","鼓励先进，促进发展。"]
["二、范围"]
["1、","适用范围：公司网络客服部。"]
["2、","发布范围：公司网络客服部。"]
["三、考核周期"]
["      采取月度为主的方法，对客服部人员当月的工作表现进行考核，考核实施时间为下月的1~5号，遇节假日顺延。"]
["四、考核内容和指标"]
["      （一）考核内容"]
[null,"1、服务类"]
[null,"      旺旺沟通（咨询转化率、平均响应时间、客户流失率）。"]
[null,"      订  单  类（要单总金额、有效订单比重、付款比例、退款比例、客单价均值）。"]
[null,"      其  它  类（顾客投诉比重、异常订单比重）。"]
[null,"2、管理类"]
[null,"公司监控报表上交及时性，数据真实性、报表完整质量。"]
["     ","（二）考核指标数据来源"]
[null,"1、绩效软件实时监控。"]
[null,"2、绩效管理系统查询，公司主要通过绩效软件查询与核对。"]
[null,"3、公司内部对客服部进行抽查。"]
[null,"（三）考核指标"]
[null,"客服人员绩效考核表如下表所示。部分为100分。"]
[null,"客服人员绩效考核表（下页）"]
["五、绩效考核的实施"]
[null,"1、考核分为自评、上级领导考核及小组考核三种，其中小组考核的成员主要是由与服务人员工作联系较多的相关门部人员构成，三类考核主体所占权重及考核内容如下表所示。"]
[null,"考核者",null,null,null,"权重",null,null,null,"考核重点"]
[null,"被考核人本人",null,null,null,0.15,null,null,null,"工作任务完成情况"]
[null,"上级领导",null,null,null,0.6,null,null,null,"工作绩效、工作能力"]
[null,"小组考核",null,null,null,0.25,null,null,null,"工作协作性、服务性"]
[null,"2、客服人员考核表示实施标准如下表所示。"]
[null,"项目",null,null,"数据来源",null,null,"抽查途径",null,null,"标准答案"]
[null,"专业技能、专业知识",null,null,"考核表单",null,null,"公司、部门考试",null,null,"按公司规定"]
[null,"迟到早退",null,null,"公司",null,null,"打卡记录",null,null,"打卡记录"]
[null,"工作态度",null,null,"公司抽查、客服主管",null,null,"模拟接待场景",null,null,"按公司规定"]
[null,"其它绩效数据",null,null,"绩效软件",null,null,"绩效软件",null,null,"按公司规定"]
[]
["六、绩效结果的运用"]
[null,"1、连续3个月（季度）评比结合排名，分别奖励300元、200、元100元。"]
[null,"2、月考核评比结合排名后三名，要求客服部主管仔细分析落后原因，针对落后原因，寻找改进措施，并在月工作通报下发后的一周内，将整改方案报公司。"]
[null,"3、公司将视情况对部分客服部经理及主管进行提交改进意见书及以上的处罚。"]
[null,"4、汇总月度考核结果，进行年终优秀员工评比。"]
["相关说明"]
["编制人员",{"$nulls":4},"审核人员",null,null,null,"批准人员"]
["编制日期",{"$nulls":4},"审核日期",null,null,null,"批准日期"]

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["客服人员绩效考核表"]
["考核周期：",{"$nulls":8},"1个月"]
["        任务指标：本月工作重点",{"$nulls":7},"相关项目或任务"]
[1,"基准点：5个客户投诉kpi*50%,10个投诉kpi为0",{"$nulls":6},"零投诉"]
[2,"销售额/有效下单付款人",{"$nulls":6},"客单价"]
[3,"服务质量监测",{"$nulls":6},"上级评分（聊天抽查记录）"]
[4,"对工作进度掌握",{"$nulls":6},"咨询转化率、平均响应时间"]
[5,"公司月度业绩指标完成",{"$nulls":6},"销售额占比"]
[{"$nulls":9},"KIP值"]
["项目","指标","选取原因","衡量标准",null,"A/B/C/D原理","权重","数据来源","调整条件","达00"]
[1,"客单价","销售额/有效付款客户数","A","≥100","A=20",0.2,"管理系统","下单客户数须大于200"]
[null,null,null,"B","80≤?＜100","B=15"]
[null,null,null,"C","60≤?80＜","C=10"]
[null,null,null,"D","?＜60","D=5"]
[2,"咨询转化率","对工作能力的掌握","A","≥%40","A=20",0.2,"管理系统","下单客户数须大于200"]
[null,null,null,"B","30%≤?＜40%","B=15"]
[null,null,null,"C","20%≤?＜30%","C=10"]
[null,null,null,"D","0≤?＜20%","D=5"]
[3,"销售额占比","个人月度业绩占比","A","≥20%","A=25",0.3,"管理系统","剔除病假内业绩影响"]
[null,null,null,"B","15%≤?＜20%","B=20"]
[null,null,null,"C","10%≤?＜15%","C=10"]
[null,null,null,"D","0≤?＜10%","0≤D＜10"]
[4,"平均响应时间","对工作效率的掌握","A","60秒内响应","A=20",0.15,"管理系统","去掉自动回复"]
[null,null,null,"B","70秒响应","B=15"]
[null,null,null,"C","超过80秒","0≤D＜10"]
[{"$nulls":5},"合计",0.85]
[5,"执行能力","任务响应速度的执行力度","A","取决于日常工作执行力度","A=5",0.05,"上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"C",null,"0≤C≤2"]
[6,"协作能力/服务性","团队协作分享共同进步","A","取决于日常工作过程中的团队的协作能力高低","A=5",0.05,"上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"C",null,"0≤C≤2"]
[7,"提高性","改善上个月/季度考核中所存在的问题","A","大部份改进","A=5",0.05,"上级评分"]
[null,null,null,"B","改善部份","2＜B≤4"]
[null,null,null,"C","全部未改","0≤C≤2"]
[{"$nulls":5},"合计",0.15,null,"能力评估分值"]
["岗位绩效指标"]
["能力评估分值"]
[{"$nulls":8},"总分"]
["被考核者签字",{"$nulls":5},"开始日期"]
["考核者签字",{"$nulls":5},"结束日期"]

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["推广专员绩效考核表"]
["考核周期"]
["本月工作重点",{"$nulls":5},"相关项目或任务"]
[1,"每日流量的引入",{"$nulls":4},"流量至少为5000UV"]
[2,"直通车单日点击率",{"$nulls":4},"整体点击至少4000"]
[3,"直通车费用控制",{"$nulls":4},"直通车费用制控在2000元以理"]
[4,"热推商品的点击比率",{"$nulls":4},"至少占整体点击率的40%"]
[5,"标题、类目搜索，流量引入，到达页浏览量UV",{"$nulls":4},"至少占整体UV的10%"]
["项目","岗位绩效指标","选取原因","衡量标准",null,"A/B/C/D/E原理","权重","A/B/C/D/E原理","数据来源","调整条件","KPI达成值"]
[1,"流量引入","为客服部门提供买家咨询量","A","达标","4000＜A≤5000",0.2,null," 量子统计","根据ABCD最优者得高分"]
[null,null,null,"B","好","3000＜B≤4000"]
[null,null,null,"C","较好","2000＜C≤3000"]
[null,null,null,"D","差","   0＜D≤2000"]
[2,"单日点击率","要求流量大部份来源于直通车点击","A","优秀","4000＜A     ",0.2,null,"直通车后台"]
[null,null,null,"B","良好","3000＜B≤4000"]
[null,null,null,"C","一般","2000＜C≤3000"]
[null,null,null,"D","差","   0＜D≤2000"]
[3,"费用控制","节省推广费用","A","优秀","　　　A≤2000",0.1,null,"直通车后台","根据ABCD最优者得高分"]
[null,null,null,"B","良好","2000＜B≤3000"]
[null,null,null,"C","一般","3000＜C≤4000"]
[null,null,null,"D","差","5000＜D　　　"]
[4,"热推商品的点击比率","客户满意度","A","优秀","40%＜A     ",0.15,null,"直通车后台"]
[null,null,null,"B","良好","30%＜B≤40%"]
[null,null,null,"C","一般","20%＜C≤30%"]
[null,null,null,"D","差","   10＜D≤20%　"]
[5,"标题搜索流量引入","宝贝权重","A","优秀","1500＜A≤2000",0.1,null,"量子统计"]
[null,null,null,"B","良好","1000＜B≤1500"]
[null,null,null,"C","一般","500＜C≤1000"]
[null,null,null,"D","差","   0＜D≤500"]
[6,"收藏用户数","衡量流量(UV)精准度","A","优秀","1500＜A≤2000",0.05,null,"量子统计"]
[null,null,null,"B","良好","1000＜B≤1500"]
[null,null,null,"C","一般","500＜C≤1000"]
[null,null,null,"D","差","   0＜D≤500"]
[7,"浏览量",null,"A","优秀","(UV*5)＜PV",0.05,null,"量子统计"]
[null,null,null,"B","良好","(UV*4)＜PV"]
[null,null,null,"C","一般","(UV*3)＜PV"]
[null,null,null,"D","差","(UV*2)＜PV"]
[{"$nulls":5},"合计",0.85,null,null,"KPI整体达成"]
[6,"执行能力","任务响应速度","A","取决于日常工作执行力度","A=5",0.05,"观察","上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"D",null,"C≤2"]
[7,"考勤情况","日常考勤","A","根据人事部考勤记录","A=5",0.05,"日常考勤记录","上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"D",null,"C≤2"]
[8,"提高性","改善上个月/季度考核中所存在的问题","A","大部分改进","A=5",0.05,"观察","上级评分"]
[null,null,null,"B","改善部份","2＜B≤4"]
[null,null,null,"D","全部未改","C≤2"]
[{"$nulls":5},"合计",0.15,null,null,"能力评估分值"]
["岗位绩效指标"]
["能力评估分值"]
[{"$nulls":8},"总分"]
["被考核者签字",{"$nulls":5},"开始日期"]
["考核者签字",{"$nulls":5},"结束日期"]

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["仓储专员绩效考核表"]
["考核周期",{"$nulls":8},"1个月"]
["本月工作重点",{"$nulls":5},"相关项目或任务"]
[1,"发货出错率（总发货数*出错订单数/100%）"]
[2,"发货时效性（定期抽查）"]
["项目","岗位绩效指标","选取原因","衡量标准",null,"A/B/C/D/E原理","权重","A/B/C/D/E原理","数据来源","调整条件","KPI达成值"]
[1,"发货出错率","判断工作细心度","A","达标","0≤0",0.3,"计算","总发货数*出错订单数/100%","根据ABCD最优者得高分"]
[null,null,null,"B","好","0＜B≤50"]
[null,null,null,"C","较好","50＜C≤100"]
[null,null,null,"D","差","   100＜D≤50"]
[2,"发货时速度","判断工作效率","A","优秀","4000＜A     ",0.3,"观察","上级评分"]
[null,null,null,"B","良好","3000＜B≤4000"]
[null,null,null,"C","一般","2000＜C≤3000"]
[null,null,null,"D","差","   0＜D≤2000"]
[2,"断货率","工作能力评估","A","优秀","0≤0",0.3,"计算","总商品数*断货数/100%"]
[null,null,null,"B","良好","0＜B≤50"]
[null,null,null,"C","一般","50＜C≤100"]
[null,null,null,"D","差","   100＜D≤50"]
[{"$nulls":5},"合计",0.85,null,null,"KPI整体达成"]
[6,"执行能力","任务响应速度","A","取决于日常工作执行力度","A=5",0.15,"观察","上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"D",null,"C≤2"]
[7,"考勤情况","日常考勤","A","根据人事部考勤记录","A=5",0.05,"日常考勤记录","上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"D",null,"C≤2"]
[8,"提高性","改善上个月/季度考核中所存在的问题","A","大部分改进","A=5",0.1,"观察","上级评分"]
[null,null,null,"B","改善部份","2＜B≤4"]
[null,null,null,"D","全部未改","C≤2"]
[{"$nulls":5},"合计",0.15,null,null,"能力评估分值"]
["岗位绩效指标"]
["能力评估分值"]
[{"$nulls":8},"总分"]
["被考核者签字",{"$nulls":5},"开始日期"]
["考核者签字",{"$nulls":5},"结束日期"]

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["文案人员绩效考核表"]
["考核周期：",{"$nulls":8},"1个月"]
["        任务指标：本月工作重点",{"$nulls":7},"相关项目或任务"]
[1,"页面停留时间",{"$nulls":6},"执行能力"]
[2,"静默转化率",{"$nulls":6},"协作能力/服务性"]
[3,"访问深度",{"$nulls":6},"提高性"]
[4,"对工作进度掌握"]
[5,"全店转化率"]
[{"$nulls":9},"KIP值"]
["项目","指标","选取原因","衡量标准",null,"A/B/C/D原理","权重","数据来源","调整条件","达成值"]
[1,"页面停留时间","文案是否吸引用户","A","待定","A=20",0.2,"管理系统","待定"]
[null,null,null,"B",null,"B=15"]
[null,null,null,"C",null,"C=10"]
[null,null,null,"D",null,"D=5"]
[2,"静默转化率","文案的好坏直接影响沉默","A","待定","A=20",0.2,"管理系统","待定"]
[null,null,null,"B",null,"B=15"]
[null,null,null,"C",null,"C=10"]
[null,null,null,"D",null,"D=5"]
[3,"访问深度","文案是否吸引用户","A","待定","A=25",0.3,"管理系统","待定"]
[null,null,null,"B",null,"B=20"]
[null,null,null,"C",null,"C=10"]
[null,null,null,"D",null,"0≤D＜10"]
[4,"全店转化率","宝贝描述是否到位","A","待定","A=20",0.15,"管理系统","待定"]
[null,null,null,"B",null,"B=15"]
[null,null,null,"C",null,"0≤D＜10"]
[{"$nulls":5},"合计",0.85]
[5,"执行能力","任务响应速度的执行力度","A","取决于日常工作执行力度","A=5",0.05,"上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"C",null,"0≤C≤2"]
[6,"协作能力/服务性","团队协作分享共同进步","A","取决于日常工作过程中的团队的协作能力高低","A=5",0.05,"上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"C",null,"0≤C≤2"]
[7,"提高性","改善上个月/季度考核中所存在的问题","A","大部份改进","A=5",0.05,"上级评分"]
[null,null,null,"B","改善部份","2＜B≤4"]
[null,null,null,"C","全部未改","0≤C≤2"]
[{"$nulls":5},"合计",0.15,null,"能力评估分值"]
["岗位绩效指标"]
["能力评估分值"]
[{"$nulls":8},"总分"]
["被考核者签字",{"$nulls":5},"开始日期"]
["考核者签字",{"$nulls":5},"结束日期"]

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["美工设计人员绩效考核表"]
["考核周期：",{"$nulls":8},"1个月"]
["    任务指标：本月工作重点",{"$nulls":7},"相关项目或任务"]
[1,"页面停留时间：",{"$nulls":6},"执行能力"]
[2,"收藏量",{"$nulls":6},"协作能力/服务性"]
[3,"浏览量",{"$nulls":6},"提高性"]
[4,"全店转化率"]
[5,"对工作进度掌握"]
[{"$nulls":9},"KIP值"]
["项目","指标","选取原因","衡量标准",null,"A/B/C/D原理","权重","数据来源","调整条件","达成值"]
[1,"页面停留时间","图片是否吸引用户","A","待定","A=20",0.2,"管理系统","待定"]
[null,null,null,"B",null,"B=15"]
[null,null,null,"C",null,"C=10"]
[null,null,null,"D",null,"D=5"]
[2,"收藏量","图片是具有诱惑力度","A","待定","A=20",0.2,"管理系统","待定"]
[null,null,null,"B",null,"B=15"]
[null,null,null,"C",null,"C=10"]
[null,null,null,"D",null,"D=5"]
[3,"浏览量","图片是否吸引用户","A","待定","A=25",0.3,"管理系统","待定"]
[null,null,null,"B",null,"B=20"]
[null,null,null,"C",null,"C=10"]
[null,null,null,"D",null,"0≤D＜10"]
[4,"全店转化率","图片描述是否到位","A","待定","A=20",0.15,"管理系统","待定"]
[null,null,null,"B",null,"B=15"]
[null,null,null,"C",null,"0≤D＜10"]
[{"$nulls":5},"合计",0.85]
[5,"执行能力","任务响应速度的执行力度","A","取决于日常工作执行力度","A=5",0.05,"上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"C",null,"0≤C≤2"]
[6,"协作能力/服务性","团队协作分享共同进步","A","取决于日常工作过程中的团队的协作能力高低","A=5",0.05,"上级评分"]
[null,null,null,"B",null,"2＜B≤4"]
[null,null,null,"C",null,"0≤C≤2"]
[7,"提高性","改善上个月/季度考核中所存在的问题","A","大部份改进","A=5",0.05,"上级评分"]
[null,null,null,"B","改善部份","2＜B≤4"]
[null,null,null,"C","全部未改","0≤C≤2"]
[{"$nulls":5},"合计",0.15,null,"能力评估分值"]
["岗位绩效指标"]
["能力评估分值"]
[{"$nulls":8},"总分"]
["被考核者签字",{"$nulls":5},"开始日期"]
["考核者签字",{"$nulls":5},"结束日期"]