转制后的莆田农商银行服务标准化建设研究

发布时间：2018-12-12 08:33

【摘要】：近年来,随着中国金融市场的不断增长,越来越多的银行对于提高服务质量水平的需求日益增长,中国的有关省份和城市、县城的一些银行已经开始积极导入服务标准化。本研究从对莆田农商银行网点服务的全面研究,与对提升服务相关的各个方面进行问题探讨、研究和对策的实施,全面提升莆田农商银行的服务水平,使地方农商银行更好地服务于“三农”。根据莆田农商银行服务的现状和问题分析,运用调查分析的方法,深入分析了莆田农商银行的服务标准化目标,构建了莆田农商行服务标准化体系的四大组成部分：服务环境标准化；服务行为标准化；服务流程标准化；内部管理标准化。本文在探讨理论和服务标准化建设的基础上,为莆田农商银行开展服务标准化进行了初步探索,指出莆田农商银行服务标准化工作的核心内容是建立服务标准化体系。通过实践案例研究整个服务标准化工作流程和系统验证分析表明,农商银行通过开展服务标准化工作已经取得阶段性成果,为农商银行未来的发展给予了启发。本文拟从分析莆田农商银行的网点管理基础、服务水准入手,研究莆田农商银行网点在发展过程中存在的问题,着力于探索莆田农商银行开展服务标准化建设工作的基本流程。该流程结合银行服务的特性,给合PDCA循环,对银行开展服务标准化建设进行动态控制。莆田农商银行服务标准化要在循环中不断提高,服务标准化贯穿于银行的全过程,开始于制订标准。因此,循环中的每个阶段都是离不开标准的,而标准又在PDCA循环中不断得到完善和提高,推动了服务标准化。
[Abstract]:In recent years, with the continuous growth of China's financial market, more and more banks to improve the level of service quality increasing demand, China's relevant provinces, cities, counties and some banks have started to actively introduce service standardization. From the comprehensive research on the network service of Putian Agricultural Merchants Bank, and the problems related to the promotion of service, the research and the implementation of countermeasures, the overall promotion of Putian Agricultural and Commercial Bank service level, To make the local agricultural and commercial banks better serve the "three rural areas." Based on the analysis of the present situation and problems of Putian Agricultural and Commercial Bank, and by using the method of investigation and analysis, the paper makes a deep analysis of the service standardization goal of Putian Agricultural Commercial Bank. This paper constructs four parts of the service standardization system of Putian Agricultural and Commercial Bank: standardization of service environment; Service behavior Standardization; Service process Standardization; Internal Management Standardization. Based on the discussion of theory and service standardization construction, this paper makes a preliminary exploration on service standardization for Putian Agricultural and Commercial Bank, and points out that the core content of service standardization work of Putian Agricultural Commercial Bank is to establish service standardization system. Through the practice case study the whole service standardization work flow and the system verification analysis shows that the agricultural and commercial bank has already obtained the stage achievement through carrying out the service standardization work which has provided the inspiration for the future development of the agricultural and commercial bank. Starting with the analysis of the network management foundation and service level of Putian Agricultural and Commercial Bank, this paper studies the problems existing in the development of Putian Agricultural Commercial Bank's network, and tries to explore the basic process of Putian Agricultural Commercial Bank's construction of service standardization. This process combines the characteristics of banking service, and gives the PDCA cycle to control the construction of service standardization. The service standardization of Putian Agricultural and Commercial Bank should be improved continuously in circulation. Service standardization runs through the whole process of the bank and begins with the establishment of the standard. Therefore, every stage of the cycle can not be separated from the standard, and the standard has been improved and improved in the PDCA cycle, which promotes the service standardization.
【学位授予单位】：兰州理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F832.35

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