基于服务价值链的XY银行营业点绩效管理研究

发布时间：2018-01-26 18:24

本文关键词： 服务价值链银行营业点绩效管理　出处：《华中科技大学》2013年硕士论文　论文类型：学位论文

【摘要】：当今世界，金融市场的竞争日益激烈，银行之间的竞争已不仅是产品的竞争，更体现为一种服务的竞争。各银行之间竞争优势体现了服务的附加价值。体现服务效率核心环节是人力资源绩效考核，科学有效的绩效考核体系是激发员工积极性的关键，，因此，研究XY银行营业点基于服务价值链的绩效管理，具有重要的理论价值和实践意义。本文主要运用文献研究和实证研究方法，以XY银行为主要研究对象，研究绩效考核的内涵，剖析绩效管理问题，提出绩效优化方案。首先，依据绩效管理相关理论，分析绩效管理对促进银行核心竞争力的效用性；其次，通过对XY银行网点业务发展内外部环境的分析，结合目前XY银行绩效管理体系特点，剖析绩效管理中存在问题；再次，依据服务价值链理论研究，分析客户、银行、员工相关利益者间的需求关系，构建了银行的服务价值链；最后，分析XY银行营业点及人员绩效管理的优化方案，提出建立基于盈利指标的绩效考核体系，注重员工培训和文化建设，建立专业团队和激励机制，保障绩效管理等相关保障措施。本研究对优化绩效考核指标体系，完善营业网点和业务人员绩效考核，推进我国商业银行营业网点绩效考核体系改革，促进银行核心竞争力的有效提升，具有决策参考和借鉴价值。
[Abstract]:In today's world, the competition in the financial market is becoming increasingly fierce, and the competition among banks is not only the competition of products. The competitive advantage among banks reflects the added value of service, and the core link of service efficiency is human resource performance evaluation. The scientific and effective performance appraisal system is the key to stimulate the enthusiasm of employees. Therefore, it is of great theoretical and practical significance to study the performance management based on service value chain of XY bank. This article mainly uses the literature research and the empirical research method, taking XY bank as the main research object, studies the performance appraisal connotation, analyzes the performance management question, proposes the performance optimization plan. According to the theory of performance management, this paper analyzes the utility of performance management to promote the core competitiveness of banks; Secondly, through the analysis of the internal and external environment of XY bank network business development, combined with the current XY bank performance management system characteristics, analyze the performance management problems; Thirdly, according to the research of service value chain theory, this paper analyzes the demand relationship among customer, bank and employee stakeholders, and constructs the service value chain of bank. Finally, this paper analyzes the optimization scheme of XY bank's business location and personnel performance management, and proposes to establish a performance appraisal system based on profit indicators, pay attention to staff training and cultural construction, establish a professional team and incentive mechanism. Safeguard performance management and other relevant safeguards. This study is to optimize the performance evaluation index system, improve the performance evaluation of business outlets and business personnel, promote the reform of the performance appraisal system of commercial banks, and promote the effective promotion of the core competitiveness of banks. Decision-making reference and reference value.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.9;F832.33

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