ABC分行网点业务服务流程再造的研究

发布时间：2018-04-27 01:06

本文选题：业务服务流程 + 再造　；参考：《河北工业大学》2012年硕士论文

【摘要】：随着中国银行业的商业化以及对外开放的全面推进,整个银行业的服务水平不断提高，随着家庭（个人）财富的迅速增长，客户与服务地位的不断攀升，一些优秀的银行开始提出流程银行的概念，本质就是倡导“以客户为中心”的理念，满足客户的多样化甚至日趋个性化的金融服务需求，从而来提升客户的满意度。 ABC分行为了倡导“以客户为中心，以市场为导向”的经营理念，从2007年以来率先在同业系统，开始着手进行网点转型以及业务流程的优化与再造，无论在经营业绩、企业形象上都取得了跨越式的提升，在组织架构、服务流程标准化上都取得了长足进展，从总行到分行、到支行网点的各个层级、各部门都变成了客户服务流程上的一个环节，都紧紧围绕客户，，形成一个快速反应的机制，调动集体的智慧，追求客户服务的高效率和最大的价值回报。本文以ABC分行网点为研究对象，着力研究分析该行业务流程目前流程现状、现有流程存在那些问题、问题产生的原因以及如何解决等一系列问题，运用六西格玛理论、ESCRI等方法进行分析研究，旨在发挥该行优势，弥补自身短板，提高该行的核心竞争力、同业占比，加快该行业务发展步伐，在当地做大做强。
[Abstract]:With the commercialization of China's banking industry and the overall promotion of opening to the outside world, the service level of the entire banking industry has been continuously improved, and with the rapid growth of household (personal) wealth, the status of customers and services has been rising. Some excellent banks begin to put forward the concept of process banking, which is essentially to advocate the concept of "customer-centered", to meet the diversified and even increasingly personalized financial service needs of customers, so as to enhance customer satisfaction. In order to advocate the "customer-centered, market-oriented" business philosophy, ABC Branch has taken the lead in the peer system since 2007, and began to carry out network transformation and business process optimization and reengineering, regardless of its business performance. The corporate image has made leaps and bounds, and great progress has been made in terms of organizational structure and standardization of service processes. From head offices to branches and branches to branches, all departments have become a link in the customer service process. Closely around the customer, to form a rapid response mechanism, mobilize collective wisdom, the pursuit of high efficiency of customer service and maximum value return. In this paper, ABC branch network as the research object, focus on the analysis of the current status of the bank's business processes, existing process problems, the causes of the problems and how to solve a series of problems. By using six Sigma theory and ESCRI, the purpose of this paper is to give full play to the advantages of the bank, to make up for its shortcomings, to improve the core competitiveness of the bank, to speed up the pace of business development of the bank, and to make it bigger and stronger in the local area.
【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】：F274;F832.33

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