河北省中国银行国内跨行收付业务流程优化研究

发布时间：2017-12-31 07:31

本文关键词：河北省中国银行国内跨行收付业务流程优化研究　出处：《河北经贸大学》2015年硕士论文　论文类型：学位论文

【摘要】：在当前世界经济一体化的大前提下，银行间的合作和竞争日益激烈，客户的个性化需求也日益强烈，宏观经济形势和内在客户需求都给商业银行的经营管理带来严重威胁。中国银行作为四大国有银行之一，国内收付业务一直处于同业领先地位，但现下也面临着诸多问题：一是随着金融市场的深度开放，外资银行凭借雄厚的资本实力和先进的管理经验纷纷抢占中国市场,同业竞争日益激烈；二是随着国内资本市场的不断发展与完善,国家金融监管的逐步放开，金融市场呈现多元化发展，国有银行的政策优势在逐渐减少；三是目前金融产品日趋同质化，银行间的竞争由前台营销手段的直接竞争，逐步向后台整体运营能力的竞争转移，运营服务水平亟待提升。总的来说，银行固有的经营模式、服务观念已经无法满足未来发展要求，现有的系统功能、流程架构也存在着诸多缺陷与不足，改革势在必行，必须不断的优化现有流程，提升工作效率，提高服务水平，抢占竞争先机。本文在研究河北省中国银行国内收付业务如何进行流程优化改革的过程中，把握了几个原则，即同时兼顾客户和前台柜员的需求、立足一定理论研究基础、优化建议现实可行、未来构想前瞻领先。本文主要分为五个部分，第一部分首先介绍了国内跨行支付业务流程优化研究的重要意义，然后重点对国内外流程优化研究现状进行概述，综合来看，国外学者在银行实务研究上较为领先，国内学者的研究焦点较多停留在宏观层面。第二部分介绍了河北省中国银行国内跨行收付业务的基本情况，并与其他三家国有银行在国内跨行汇出汇款的收费、汇款限额、产品种类等方面做了详细比较，总的来看，省内四大国有银行的国内跨行汇出汇款服务的创新产品较少，服务内容较为相似，竞争比较激烈。第三部分对中国银行河北省分行国内跨行收付业务的流程现状进行分析，采取问卷调研方式，面向12家二级分行，针对对公客户、对私客户、行内员工三个群体，得出客户偏好、业务体验、服务评价等多个维度的重要信息，并借助研究工具分析了现行业务流程存在的问题。第四部分，对国外、国内银行业流程再造及优化的先进经验进行了总结，并得出对于河北省中国银行流程优化的启示，为后续研究找准了方向、奠定了理论基础。第五部分，，对零散内容进行了系统归纳，针对现有流程存在的实务问题提出了切实可行、立竿见影的的具体优化措施，为当前实际工作带来直接指导意义，是为微观解决方案；同时，针对河北省中国银行流程优化方向和未来银行发展方向，从客户需求出发，以总体、长远提升该行国内跨行收付业务的未来竞争力为目标，规划了宏观解决方案。
[Abstract]:Under the premise of the current integration of the world economy, the cooperation and competition among banks are becoming increasingly fierce, and the individualized needs of customers are increasingly strong. Macroeconomic situation and internal customer demand have brought serious threat to the management of commercial banks. As one of the four state-owned banks, the domestic cash and cash business has been in the leading position. But now there are many problems: first, with the deep opening of the financial market, the foreign banks with strong capital strength and advanced management experience have seized the Chinese market, the competition between the same industry is becoming increasingly fierce; Second, with the continuous development and improvement of the domestic capital market and the gradual liberalization of the national financial supervision, the financial market presents diversified development, and the policy advantages of the state-owned banks are gradually reduced; Third, the current financial products are becoming more and more homogeneous, the competition between banks from the front of the direct competition marketing means, gradually to the background of the overall operational capacity of the competition transfer, the level of operational services need to be improved. The inherent business model of the bank, service concept has been unable to meet the future development requirements, the existing system functions, process architecture also has a lot of defects and deficiencies, the reform is imperative, we must constantly optimize the existing process. Improve work efficiency, improve service level, preemptive competition. In the study of Hebei Province Bank of China how to carry out business process optimization reform process, grasp a few principles, that is, at the same time the needs of customers and front counter, based on a certain theoretical research basis. This paper is divided into five parts. The first part introduces the significance of the domestic cross-bank payment business process optimization research. Then focus on the domestic and foreign process optimization research status quo summarized, overall, foreign scholars in banking practice research is more leading. Domestic scholars focus more on the macro level. The second part introduces the basic situation of Bank of China in Hebei Province, and with the other three state-owned banks in the domestic inter-bank remittance charges. Remittance quota, product types and other aspects have been compared in detail. In general, the four major state-owned banks in the province have fewer innovative products and similar services in domestic inter-bank remittance services. The third part of the Bank of China Hebei Branch domestic cross-bank cash business process analysis, using a questionnaire survey method, facing 12 secondary branches, for public customers, private customers. Three groups of employees in the industry, get customer preference, business experience, service evaluation and other dimensions of important information, and with the help of research tools to analyze the existing business process problems. 4th part, to foreign countries. This paper summarizes the advanced experience of domestic banking process reengineering and optimization, and draws the enlightenment for China Bank process optimization in Hebei Province, which lays a theoretical foundation for the further study and lays a theoretical foundation. 5th. Systematic summary of the scattered content, in view of the existing process of practical problems, put forward practical, immediate results of the specific optimization measures, for the current practical work to bring direct significance. Is for micro-solutions; At the same time, for Hebei Province Bank of China process optimization direction and the future direction of bank development, from the customer demand, with the overall, long-term promotion of the future competitiveness of the bank's domestic cross-bank cash business as the goal. Macro solutions are planned.
【学位授予单位】：河北经贸大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F832.2

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