浦发银行自助设备运营管理研究

发布时间：2018-02-23 21:34

本文关键词： 浦发银行自助设备运营管理　出处：《山东师范大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着国内商业银行信息化程度的不断提高，以ATM为代表的自助设备对银行个人业务的开展起到越来越重要的作用，为了更好的适应市场竞争和提升客户服务的需要，自助渠道的建设前所未有的受到了商业银行的重视，相继加大了对自助设备的投入，但是随着自助设备规模的不断扩大，如何提高自助设备运行效率和服务质量，以适应自助业务的快速增长，成为理论界和银行关注的问题。最近几年，为了给持卡客户提供方便快捷优质的服务，各家商业银行在自助设备的发展上纷纷加大了投入。但是我们看到自助设备在给客户和银行带来实惠的同时，也必须看到自助设备投入的高成本，低效率的问题，使得自助设备的运营管理模式急需改变。银行自助业务未来的运行效率、经营成本、管理水平和盈利能力，将直接决定商业银行核心竞争力的高低1。作为浦发银行在山东地区（青岛、烟台、威海除外）设立的一家省级分行，在自助设备运营工作上，济南分行始终坚持以防范风险为主线，以合规运营、高效运营和安全运营作为主要工作思路，通过采取一系列精细化管理措施，，为济南分行的经营工作提供了有力的支持和保障。本文以浦发银行济南分行（以下简称浦发银行）自助设备运营管理为主线，通过对国内外自助设备运营管理的论述，对分行在自助设备运营管理中存在的问题，运用实证分析的方法，提出了可行的解决方案。全文由六章组成，其层次结构、基本内容和主要观点如下：第一章为绪论。结合国外国内运营管理研究现状，论述了本文研究的目的和研究的意义，提出了研究的内容及方法。第二章为文献综述。首先介绍了自助设备的概念、服务功能、在银行运营中的作用，其次阐明了商业银行运营管理的概念、范围、相关理论、历史演变以及当前的运营管理。第三章分析了分行自助设备运营管理的现状及问题分析。首先简要介绍了分行自助设备运营管理的现状，其次提出了自助设备运营管理存在的问题。第四章介绍了美国银行自助设备运营管理经验与启示,主要分析了美国银行在自助设备运营管理方面的优秀经验。第五章提出了分行在自助设备运营管理对策建议。主要从自助设备的科学的发展规划及选址决策、健全自助设备管理制度、优化自助设备资源配置、科学的分析成本与效益、加强自助设备功能设计提高利用率等方面提出了分行自助设备运营管理的具体对策。第六章为结论。首先对分行自助设备运营管理工作进行了概括总结，指出了本文的创作的局限性。其次提出了自助设备运营管理未来研究的重点和方向。
[Abstract]:Along with the informationization degree of domestic commercial banks continue to improve, to carry out self-help equipment to ATM as the representative of the personal banking business plays an increasingly important role, in order to better adapt to the market competition and the need to improve customer service, the construction of the self-service channel to the hitherto unknown attention of commercial banks, have increased the self-service equipment but as the scale of investment, the self-service equipment continues to expand, how to improve the self-service equipment operating efficiency and service quality, in order to adapt to the rapid growth of service, become the theory and the bank concerned.
In recent years, in order to provide convenient and efficient quality service to the cardholder, commercial banks in the development of self-service equipment have increased investment. But we see self-service equipment has brought tangible benefits to the customer and the bank, must also see the high cost of self-service equipment investment, low efficiency problems, so we urgently need operation and management mode the self-service equipment. The change of operating efficiency, self-service banking business in the future operating costs, management level and profitability, will directly determine the level of core competitiveness of commercial banks 1.
As the Shanghai Pudong Development Bank in the Shandong area (Qingdao, Yantai, except Weihai) a provincial branch of the establishment, in the operation of self-service equipments work, Ji'nan branch has always adhered to the risk prevention as the main line, compliance operations, efficient operation and safe operation as the main ideas, through a series of fine management measures, provide powerful support and guarantee for the Ji'nan branch of the business.
In this paper, the Shanghai Pudong Development Bank Ji'nan branch (hereinafter referred to as the Shanghai Pudong Development Bank) self-service equipment operation management as the main line, through to the domestic and foreign self-service equipment operation management is discussed, in the management of the branch in operation of self-service equipments, use the methods of empirical analysis, some feasible solutions are put forward. The thesis consists of six chapters, its structure the basic contents and main points are as follows:
The first chapter is the introduction. Combined with the current research status of domestic operation and management abroad, the purpose and significance of this study are discussed, and the contents and methods of the research are put forward.
The second chapter is literature review. First, it introduces the concept of self-service equipment, its service function and its role in bank operation. Secondly, it expounds the concept, scope, theory, historical evolution and current operation management of operation and management of commercial banks.
The third chapter analyzes the status and problems of branch self-service equipment operation and management. First, it briefly introduces the current situation of branch self-service equipment operation and management, and then puts forward the problems of self-service equipment operation management.
The fourth chapter introduces the experience and Inspiration of operation and management of self-service equipment, Bank of America, the main analysis of the excellent experience of Bank of America in the management operation of self-service equipment. The fifth chapter puts forward the branch in the management and operation of self-service equipment countermeasures. Mainly from the development of self-service equipment scientific planning and site selection, improve the self-service equipment management system, optimize resource the self-service equipment configuration, cost and benefit analysis of science, strengthen the function of the self-service equipment design to improve and puts forward some concrete countermeasures for branch operation and management of the self-service equipment utilization rate and so on.
The sixth chapter is the conclusion. First, the operation and management of branch self-service equipment is summarized, and the limitations of this article are pointed out. Secondly, the focus and direction of future research on self-service equipment operation management are put forward.

【学位授予单位】：山东师范大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.2

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