Performance Evaluation: An Analysis of Performance Review Measures Using the European Foundation for Quality Management Model
通过定性行动研究，运用EFQM卓越模型分析如何改进服务型企业的员工绩效评价，发现增加客户服务和员工满意度指标能更准确衡量绩效，对人力资源管理者有参考价值。
The success of many businesses depends on their performance, making performance measurement crucial for organizations. However, many company leaders cannot decide if their performance measurement tools are effective. The problem explored in this study involved a lack of knowledge regarding changes in performance measurement systems that would improve employee performance reviews in a service-oriented company. This qualitative action research study sought to explore how a change in performance measurement would improve employee performance reviews using the EFQM Excellence Model. The EFQM Excellence Model analysis resulted in adding a customer service and employee satisfaction performance indicator, along with a more accurate measurement of performance within the organization. From a human resources management perspective, a performance measurement system with adequate indicators is a more precise measurement and may influence employees’ perspectives, customer service, and the success of a service-oriented company.