邮储银行沈阳分行零售类贷款业务流程再造研究

发布时间：2018-06-22 18:10

本文选题：业务流程再造 + 零售类贷款　；参考：《吉林大学》2017年硕士论文

【摘要】：银行业黄金十年已经过去,利率市场化下息差快速收窄,金融脱媒、互联网金融加剧了行业竞争。辽宁地区经营环境改善缓慢,GDP连续三年负增长,资本市场可能出现“资产荒”与“资金荒”并存的局面,企业还款意愿与能力持续降低。在此环境下,众多银行谋求战略转型,将“大零售”作为转型的重点方向之一。在金融业里,商业银行经营的货币和信用具有同质性,同业间的差别实际上源于各自的业务流程。业务流程带来的客户体验和使用者效率便成为影响市场竞争力的重要因素,因此,业务流程再造起到了不可或缺的重要作用,是银行核心能力培养的重要战略,能够极大的促进运营绩效的提高。为了提高邮储银行沈阳分行零售类贷款业务的工作效率,提升客户体验,同时有质量的做好风险管控,最终达到提高市场核心竞争力的目标,对业务流程再造的研究是十分必要的。本文以IE和BPR理论为基础,对邮储银行零售类贷款业务流程再造进行探究,分环节提出业务流程再造方案。邮储银行沈阳分行自2008年3月12日成立以来,坚持“心系城乡百姓,做最佳零售银行”的企业宗旨。本文尝试为邮储银行沈阳分行零售类贷款业务业务流程再造设计基础框架和实现路径,旨在探索解决困扰我行现阶段零售类贷款的业务发展“瓶颈”,力图利用工业工程方法深入剖析现有办理流程和组织架构,找出业务发展的制约因素,通过业务流程再造工作完善流程体系。首先,论文梳理业务流程再造方面的国内外文献和相关理论,并分别介绍了邮储银行沈阳分行零售类贷款业务的基本情况和业务流程的管理现状;其次,通过分析零售类贷款业务流程的实际操作情况,归纳出现有业务流程在管理方面存在的问题,利用5W1H分析法探讨上述问题的成因;然后,明确零售类贷款业务流程再造的原则和目标,在此基础上分别对贷前、贷中、贷后环节进行业务流程再造方案的设计;最后,确定业务流程再造工作的人员安排和实施步骤,分别从人力资源和资金两个方向提出了再造方案实施的保障措施。本文研究的创新点在于结合银行现阶段各方面实际情况,借鉴国内外同业先进经验,提出了将现有流程改造为“信贷工厂”业务流程模式,致力于从根本上解决困扰我行零售类贷款业务的业务发展“瓶颈”,并且最大程度的运用科技手段,优化传统业务流程,提高业务效率和质量,升级现有系统利用和客户体验,进而保证市场竞争力,为“争做最佳零售银行”的企业目标作出贡献,也为同业相关理论研究提供交流素材。邮储银行沈阳分行零售类贷款业务通过此次业务流程再造,会实现由“部门银行”向“流程银行”的部分转型,实现信息的有效整合和利用,在业务流程上以客户为中心,提高业务效率同时为客户提供更多更便捷的综合服务。
[Abstract]:The golden decade of banking has passed, interest rate margin has narrowed rapidly under marketization, financial disintermediation, Internet finance has intensified industry competition. The improvement of the operating environment in Liaoning province is slow and the GDP growth is negative for three years in a row. The capital market may have the coexistence of "asset shortage" and "capital shortage", and the repayment willingness and ability of enterprises will continue to decline. In this environment, many banks seek strategic transformation, "large retail" as one of the key directions of the transformation. In the financial industry, the money and credit of commercial banks are homogeneous, and the differences between the banks are actually derived from their respective business processes. The customer experience and user efficiency brought by the business process become the important factors that affect the market competitiveness. Therefore, the business process reengineering plays an indispensable role and is an important strategy for the development of the core competence of the bank. Can greatly promote the improvement of operating performance. In order to improve the efficiency of retail loan business in Shenyang Branch of Postal savings Bank, enhance the customer experience, and do a good job of risk control, and finally achieve the goal of improving the core competitiveness of the market. The research of business process reengineering is very necessary. Based on the theory of IE and BPR, this paper probes into the business process reengineering of postal savings bank's retail loan, and puts forward the business process reengineering scheme. Since its establishment on March 12, 2008, the Postal savings Bank Shenyang Branch has adhered to the enterprise tenet of "focusing on urban and rural people and being the best retail bank". This paper attempts to design the basic framework and implementation path for the business process reengineering of retail loans in Shenyang Branch of Postal savings Bank, in order to explore and solve the "bottleneck" in the development of retail loans at this stage. This paper tries to use the industrial engineering method to deeply analyze the existing management process and organizational structure, find out the restricting factors of business development, and perfect the process system through the work of business process reengineering. First of all, the paper combs the domestic and foreign literature and related theories on business process reengineering, and introduces the basic situation of retail loan business of Shenyang branch of postal savings bank and the management status of business process respectively; secondly, Through the analysis of the actual operation of the retail loan business process, the problems in the management of the business process are summarized, and the causes of the above problems are discussed by using the 5W1H analysis method. The principles and objectives of business process reengineering (BPR) of retail loans are clarified. On this basis, the design of BPR schemes before, during and after lending is carried out respectively. Finally, the personnel arrangement and implementation steps of BPR are determined. Respectively from the human resources and the capital two direction proposed the reengineering plan implementation safeguard measure. The innovation of this paper is to combine the actual situation of various aspects of the bank at the present stage, draw lessons from the advanced experience of domestic and foreign counterparts, and put forward to transform the existing process into a "credit factory" business process model. We are committed to solving the "bottleneck" of business development that haunts our retail loan business, and to maximize the use of scientific and technological means to optimize traditional business processes, improve business efficiency and quality, upgrade the existing system utilization and customer experience. Furthermore, it can guarantee the market competitiveness, contribute to the enterprise goal of "striving for the best retail bank", and also provide the exchange material for the relevant theoretical research of the same industry. Through this business process reengineering, Postal savings Bank Shenyang Branch retail loan business will realize the partial transformation from "department bank" to "process bank", realize the effective integration and utilization of information, and take the customer as the center in the business process. Improve business efficiency while providing customers with more and more convenient integrated services.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F832.4;F618.3

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