DZ银行基于服务规范创新的管理模式研究

发布时间：2018-09-17 06:58

【摘要】：商业银行随着信息技术的快速发展，他们的服务日新月异，在社会经济中的作用与日俱增。但是我国商业银行的管理水平还很低，这种状况严重制约了商业银行业务的发展，不适应社会主义市场经济发展的要求。商业银行各营业网点服务的优劣直接影响、代表着整个银行业的服务水平。因此对商业银行营业网点进行服务管理研究，对促进国民经济的发展，提高我国商业银行的竞争力，具有深远意义。本文首先介绍了DZ银行服务管理的现状，分析了其服务管理存在的问题及产生的原因。考虑DZ银行的实际情况，构建了基于服务规范创新的管理模式的框架，介绍了该服务管理模式的具体内容，服务管理模式包括服务规范和应急处置预案两大组成部分。服务规范具体包括服务环境、服务礼仪、服务行为、服务技能、服务纪律、服务投诉等内容。应急处置预案包括报告程序、常见应急情况处置预案和事后处理三方面的内容。论文最后以三八路支行践行该模式的实例说明了该模式的实施效果。三八路支行通过践行该模式，，转变了经营理念，创新了经营模式，调整了业务结构，实现了分群服务，使得服务渠道得到了优化，并建立了服务标杆。三八路支行也由此获得了“中国银行业千佳文明规范服务示范单位”。本论文的研究结果可为相关银行服务管理的提升提供参考。
[Abstract]:With the rapid development of information technology, commercial banks' services are changing with each passing day, and their role in social economy is increasing day by day. However, the management level of commercial banks in our country is still very low, which seriously restricts the development of commercial banks and does not meet the requirements of the development of socialist market economy. The service of commercial banks directly affects the service level of the whole banking industry. Therefore, it is of great significance to study the service management of commercial banks in order to promote the development of national economy and improve the competitiveness of our commercial banks. This paper first introduces the current situation of DZ banking service management, analyzes the existing problems and causes of its service management. Considering the actual situation of DZ bank, this paper constructs the framework of management model based on service specification innovation, and introduces the concrete content of the service management mode. The service management mode includes two parts: service specification and emergency disposal plan. Service specification includes service environment, service etiquette, service behavior, service skill, service discipline, service complaint and so on. Emergency disposal plan includes three aspects: reporting procedure, common emergency disposal plan and post-treatment. Finally, the implementation effect of the model is illustrated by an example of the implementation of the model by three or eight branches. Through the practice of this model, the branch has changed the management idea, innovated the management model, adjusted the business structure, realized the group service, made the service channel optimized, and established the service benchmark. From this, the 3-8 Rd Branch also obtained the "China Banking industry thousand-fine civilization standard service demonstration unit." The results of this paper can provide reference for the improvement of banking service management.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.33

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