海口市零售药店内部绩效评价指标的建立

Establishment of Internal Performance Evaluation Indicators for Retail Drugstore in Haikou City

目的:建立海口市零售药店内部绩效评价指标,为零售药店提升内部绩效管理水平提供参考。方法:基于平衡计分卡模型建立一级指标,通过对药店经理、店长的问卷调查优化二级指标,以层次分析法对各级指标进行权重赋值。结果与结论:初步建立了财务指标、客户指标、内部业务流程指标、学习与成长指标4项一级指标,利润指标、客户满意度指标、供应商服务水平指标等32项二级指标;优化后建立了4项一级指标和12项二级指标,一级指标权重分别为0.4362、0.3018、0.1546、0.1074,二级指标权重分别为0.6802、0.3065、0.2366等。优化后的指标为药店经营实践过程中重要性较高的指标,是其内部绩效考评的重要参考。

OBJECTIVE：To establish the internal performance evaluation indicators of Haikou＇s drugstore,and to provide reference for promoting the internal performance management level of retail drugstore.METHODS：Based on the balanced scorecard model,the first-grade indicators had been established.The second-grade indicators were optimized by questionnaire surveys among managers and shopkeepers of drugstores,and the indicators were weighted by method of Analytic Hierarchy Process.RESULTS CONCLUSIONS：4 first-grade indicators have been established,such as financial indicator,indicator of customer,indicator of operation flow and learning growth indicator;32 second-grade indicators have also been established,such as profit indicator,customer satisfaction indicator,service level indicators of servicer,etc.4 first-grade indicators and 12 second-grade indicators have been established after optimization;the weights of first-grade indicators were 0.436 2,0.301 8,0.154 6 and 0.107 4,and those of second-grade indicators were 0.680 2,0.306 5 and 0.236 6,etc.Optimized indicators are important indicators for operation practice and provide reference for internal performance evaluation of drugstore.