The banking sector is one of the primary drivers of economic development. This sector has been affected by various crises throughout its history – most recently, the 2008 financial and economic crisis. In response, banking institutions have had to make diverse changes to their procedures and deal with new concerns related to changes within markets. One of the main recent developments in this sector is the new commercial function assigned to bank branch front-office employees, who have become responsible for selling financial products and services, as well as recruiting and retaining clients. As a result, the sector needs new employee performance evaluation methods in line with banks and staff members’ requirements. This study combined fuzzy cognitive mapping techniques and the system dynamics (SD) approach to develop a well-informed performance analysis system for assessing bank branch front-office employees. The proposed system was validated by the Business Process Management Competence Center director at Millennium BCP – a Portuguese private banking corporation. The main difference between the model constructed in the present research and current evaluation practices is that the criteria were collected directly from multiple specialists working at different commercial banks, who deal daily with this decision problem. The model’s theoretical and practical implications are also discussed.

中文翻译：

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银行分行前台员工评估的建构主义模型：基于 FCM-SD 的方法

银行业是经济发展的主要驱动力之一。该部门在其历史上一直受到各种危机的影响——最近一次是 2008 年的金融和经济危机。作为回应，银行机构不得不对其程序进行各种改变，并应对与市场变化相关的新问题。该领域最近的主要发展之一是分配给银行分行前台员工的新商业职能，他们负责销售金融产品和服务，以及招募和留住客户。因此，该行业需要符合银行和员工要求的新员工绩效评估方法。本研究将模糊认知映射技术和系统动力学 (SD) 方法相结合，开发了一个信息灵通的绩效分析系统，用于评估银行分行前台员工。提议的系统已由葡萄牙私人银行公司 Millennium BCP 的业务流程管理能力中心主任验证。当前研究中构建的模型与当前评估实践之间的主要区别在于，标准是直接从在不同商业银行工作的多名专家那里收集的，他们每天都在处理这个决策问题。还讨论了该模型的理论和实践意义。提议的系统已由葡萄牙私人银行公司 Millennium BCP 的业务流程管理能力中心主任验证。当前研究中构建的模型与当前评估实践之间的主要区别在于，标准是直接从在不同商业银行工作的多名专家那里收集的，他们每天都在处理这个决策问题。还讨论了该模型的理论和实践意义。提议的系统已由葡萄牙私人银行公司 Millennium BCP 的业务流程管理能力中心主任验证。当前研究中构建的模型与当前评估实践之间的主要区别在于，标准是直接从在不同商业银行工作的多名专家那里收集的，他们每天都在处理这个决策问题。还讨论了该模型的理论和实践意义。