A银行个人外汇兑换业务流程分析与优化

发布时间：2018-04-17 17:14

本文选题：柜面服务 + 外汇兑换　；参考：《河北工业大学》2012年硕士论文

【摘要】：A银行是国有控股大型公众持股银行，相继经历了国家专业银行、国有独资商业银行和国有控股商业银行等不同发展阶段。A银行营业网点分布广泛，服务客户群体庞大，柜面压力大，而柜面业务流程的设计至关重要。在全球经济、金融一体化以及我国居民财富持续增加的背景下，外汇金融服务范围不断扩大，个人外汇业务总量持续增长，个人外汇客户逐步增加，金融需求呈现多样化、个性化、综合化的特征。个人外汇兑换业务作为A银行零售业务主要内容之一近年来蓬勃发展，但由于目前所依托使用的技术平台“外汇管理系统”在设计之初主要面向对公客户的账户服务及现有价格模式下的兑换交易，，缺乏对个人客户特殊性的侧重，加之兑换交易分散、功能有待加强、各业务模块间联系性差等问题，尚未形成独立科学的个人外汇兑换业务流程。该业务流程的优化改造直接影响着A银行个人外汇兑换业务的柜面服务水平和整体发展。本文首先对论文的研究背景、研究意义、研究方法等内容进行了简要介绍；其次对用到的六西格玛理论、业务流程再造理论及流程银行理论进行了阐述；再次通过重点分析通过分析个人外汇兑换业务流程的特点及现状，找出普遍存在的问题并进行深入分析，提出通过改造和优化方案；最后就如何做好方案实施给出保障措施。本文是在查阅大量文献及对全国分行进行调查分析的基础上，结合作者的工作实际，对个人外汇兑换业务流程进行了深入研究，得出了从优化客户体验、优化柜员操作、优化管理控制三方面着手启动个人外汇兑换业务流程优化方案，重点围绕交易优化、流程改造和功能完善来实现。围绕着这一主线设计出了一整套个人外汇兑换业务优化方案，以期在A银行个人外汇兑换业务开展及柜面业务流程管理中发挥积极作用。本论文注重理论联系实际，提出了专业的个人外汇兑换业务流程优化改造方案，为建立科学、持久的个人外汇发展机制奠定基础。A银行的问题在商业银行中具有一定的代表性，可以为同类企业提供借鉴。
[Abstract]:Bank A is a state-owned holding large public shareholding bank, which has experienced various stages of development, such as national professional bank, solely state-owned commercial bank and state-owned holding commercial bank. Bank A has a wide distribution of business outlets and a huge customer service group.Cabinet pressure, and cabinet business process design is crucial.In the context of global economy, financial integration and the increasing wealth of Chinese residents, the scope of foreign exchange financial services has been continuously expanded, the total amount of personal foreign exchange business has continued to grow, the number of individual foreign exchange customers has gradually increased, and the financial needs have been diversified.The characteristic of individuation and integration.As one of the main contents of Bank A's retail business, personal foreign exchange business has flourished in recent years.However, due to the technology platform "foreign exchange management system", which is mainly used at the beginning of the design, it is mainly oriented to account service to public customers and exchange transactions under the existing price model, so it lacks the emphasis on the particularity of individual customers.In addition, the exchange transaction is dispersed, the function needs to be strengthened, the connection between the various business modules is poor, so the independent and scientific personal foreign exchange business flow has not been formed.The optimization and transformation of the business process directly affect the counter service level and the overall development of bank A's personal foreign exchange business.Firstly, this paper briefly introduces the research background, significance and research methods of the thesis, and then expounds the six Sigma theory, the business process reengineering theory and the process banking theory.Thirdly, through the analysis of the characteristics and current situation of the personal foreign exchange business process, we find out the common problems and carry on the in-depth analysis, and put forward the reform and optimization plan; finally, we give the safeguard measures on how to do a good job in the implementation of the scheme.On the basis of consulting a large number of documents and investigating and analyzing branches throughout the country, and combining with the author's actual work, this paper makes an in-depth study on the business process of personal foreign exchange exchange, and draws a conclusion that from the perspective of optimizing customer experience and optimizing the operation of tellers,Three aspects of optimization management and control to start the personal foreign exchange business process optimization program, focusing on transaction optimization, process transformation and functional improvement to achieve.Around this main line, a whole set of optimization scheme of personal foreign exchange exchange business is designed in order to play an active role in the development of personal foreign exchange business of Bank A and the management of counter business process.This paper focuses on the combination of theory and practice, and puts forward a professional program of optimizing and reforming the business process of personal foreign exchange exchange, which lays a foundation for the establishment of a scientific and lasting personal foreign exchange development mechanism. The problem of Bank A is representative in commercial banks.It can provide reference for similar enterprises.
【学位授予单位】：河北工业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.2

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