中国建设银行黑龙江省分行营运业务流程外包研究

发布时间：2018-10-31 09:19

【摘要】：经济全球化和金融自由化给金融机构带来新发展的趋势和契机，同时也提出更加严峻的挑战，金融机构如何在新的环境下取得更大的发展，创新无疑是其发展的法宝。在自有资源和实力有限的情况下，需要找到从外部获取资源的有效方式，业务流程外包作为一种新的经营管理模式，以其独特的优势，吸引着各金融机构。实施业务流程外包，将某些非核心业务外包出去，金融机构可以集中资源发展核心业务，，提高核心竞争力。我国商业银行在会计营运后台集中的过程中，也顺应国际趋势，尝试将一些业务流程进行外包。业务流程外包正以其旺盛的生命力在全世界范围内迅猛发展，并逐步成为商业银行提高核心竞争力的手段之一。业务流程外包在国内发展的时间不长，理论和实践都还处在逐步完善的阶段。我国应充分借鉴国外银行业务流程外包的先进经验，充分利用这一手段，加快国有商业银行业务流程外包的进程，以降低成本，提高服务质量，增强持续竞争的优势。这对当前我国商业银行提升客户服务能力，推进流程改造、深化会计及营运管理体制改革具有重要的意义。本文通过对业务流程外包的内涵、影响因素、基本原理进行阐述的基础上，结合商业银行营运业务流程集中的现状，分析了商业银行进行业务流程外包的可行性、作用等几方面的内容。基于业务流程外包相关内容的研究，本文详尽分析了中国建设银行黑龙江省分行（以下简称“建设银行黑龙江省分行”）营运业务流程外包的现状，指出其在未建立对外包服务商的履约评价和有效沟通机制、对外包业务合同管理的统一性和规范性不足、外包服务商员工队伍不稳定，存在人员流动性风险、银行外包业务内部控制制度建设不完善等方面存在的问题。为此，本文认真总结了国内外业务流程外包的成功经验，重新提出完善建设银行黑龙江省分行营运业务流程外包发展所需要的外部环境建设，并针对建设银行黑龙江省分行的实际情况，提出从建立业务外包实施考核评价机制、制定完备的合同、审慎选择外包服务商、完善外包质量管理手段、制定明晰、完整的外包风险控制计划、组建高效、科学、合理的外包组织管理团队、加强对外包人员的业务培训、控制外包商对银行业务的了解程度、加大对外包业务的日常监督、加强沟通与协作促进外包服务商管理水平的提升、建立应急机制，设计应急预案等措施来改进建设银行黑龙江省分行营运业务流程外包的策略，以期对建设银行黑龙江省分行营运业务流程外包提供指导与借鉴。
[Abstract]:Economic globalization and financial liberalization bring new trends and opportunities to financial institutions, but at the same time, they also put forward more severe challenges. Innovation is undoubtedly the magic weapon of financial institutions how to achieve greater development in the new environment. Under the condition of limited resources and limited strength, it is necessary to find an effective way to obtain resources from outside. As a new management mode, business process outsourcing (BPO) attracts various financial institutions with its unique advantages. The implementation of business process outsourcing, outsourcing some non-core business, financial institutions can concentrate resources to develop core business, improve core competitiveness. In the process of centralized accounting operation, Chinese commercial banks try to outsource some business processes according to the international trend. Business process outsourcing (BPO) is developing rapidly all over the world with its vigorous vitality, and has gradually become one of the means for commercial banks to improve their core competitiveness. The development of business process outsourcing in China is not long, the theory and practice are still in the stage of gradual improvement. Our country should draw lessons from the advanced experience of foreign banks' business process outsourcing, make full use of this means, speed up the process of state-owned commercial banks' business process outsourcing, in order to reduce costs, improve service quality and enhance the advantage of sustainable competition. It is of great significance for China's commercial banks to enhance customer service ability, promote process transformation, and deepen the reform of accounting and operation management system. On the basis of expounding the connotation, influencing factors and basic principles of business process outsourcing, this paper analyzes the feasibility of business process outsourcing in commercial banks by combining the current situation of business process concentration in commercial banks. Function, etc. Based on the research of business process outsourcing, this paper analyzes the current situation of business process outsourcing of China Construction Bank Heilongjiang Branch (hereinafter referred to as "China Construction Bank Heilongjiang Branch"). It is pointed out that the performance evaluation and effective communication mechanism of outsourcing service providers are not established, the uniformity and standardization of contract management of outsourcing services are insufficient, the workforce of outsourcing service providers is unstable, and there is a risk of personnel mobility. Problems existing in the construction of internal control system of bank outsourcing business. Therefore, this paper summarizes the successful experience of business process outsourcing at home and abroad, and proposes the external environment to improve the development of business process outsourcing in Heilongjiang Branch of China Construction Bank. In view of the actual situation of Heilongjiang Branch of China Construction Bank, this paper puts forward the following suggestions: establishing the evaluation mechanism of outsourcing implementation, formulating complete contracts, carefully selecting outsourcing service providers, perfecting the means of outsourcing quality management, and formulating clarity. Complete outsourcing risk control plan, set up efficient, scientific and reasonable outsourcing organization and management team, strengthen the business training of outsourcing personnel, control the outsourcing contractor's understanding of banking business, increase the daily supervision of outsourcing business, Strengthen communication and cooperation to promote the management level of outsourcing service providers, establish emergency mechanisms, design emergency plans and other measures to improve the business process outsourcing strategy of Heilongjiang Branch of China Construction Bank. In order to provide guidance and reference to China Construction Bank Heilongjiang Branch operating business process outsourcing.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.33

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