基于平衡计分卡的IT运维外包团队绩效考核——以烟草企业为例

Performance Evaluation of IT Operation and Maintenance Outsourcing Team Based on Balanced Scorecard——A Case Study on Tobacco Enterprise

烟草企业IT运维多为外包形式,对运维外包团队绩效考核的科学性、客观性、全面性提出了挑战。基于平衡计分卡原理,以实际IT运维工作为主线,从“财务”、“用户”、“内部过程”、“学习与创新”四个维度建立综合的运维评价体系;运用层次分析法,根据以往经验、历史数据和考核关注点等,实现赋权的客观化和定量化。选取5家IT运维外包团队进行验证,表明方法能够科学、客观、全面地评价运维外包团队绩效,多维度、多视角审视外包团队的工作效果,将运维工作的具体要求体现在考核结果中,进一步提升烟草企业IT运维外包服务质量。

IT operation and maintenance of tobacco enterprises is mostly outsourcing,which challenges the scientificity,objectivity and comprehensiveness of performance evaluation of operation and maintenance outsourcing team.Based on the balanced scorecard principle,taking the actual IT operation and maintenance work as the main line,a comprehensive operation and maintenance evaluation system is established from four dimensions,i.e."finance","user","internal process"and"learning and innovation";the analytic hierarchy process is used to realize the objectivity and quantification of empowerment according to the past experience,historical data and assessment concerns.Five IT operation and maintenance outsourcing teams are selected for verification,which shows that the method can scientifically,objectively and comprehensively evaluate the performance of the operation and maintenance outsourcing teams,examine the work effect of the outsourcing teams from multiple dimensions and perspectives,and reflect the specific requirements of the operation and maintenance work in the assessment results,so as to further improve the IT operation and maintenance outsourcing service quality of tobacco enterprises.