S银行网点对公结算业务流程优化管理研究
发布时间：2018-10-31 15:42
【摘要】：伴随着银行业的快速发展和体制变革,我国的银行正逐步由更注重交易和账务管理向更注重为客户提供优质和高效的服务转变。同时,利率市场化的发展,金融服务的不断创新,使得银行各营业网点对公结算业务的服务种类不断增加,为客户提供优质服务的难度不断加大。以流程管理理论为依据,打造高效的银行营业网点对公结算业务流程,提高银行营业网点的对公业务服务效能,对提高银行的服务水平,提高客户的满意度,进而提高银行的核心竞争力具有非常重要的理论和现实意义。以流程管理和近年来衍生出的银行流程管理理论为依据,针对S银行营业网点对公结算业务的处理从“综合业务处理系统”向“集中业务处理系统”转型的过程中,出现的新业务处理系统与银行原有业务处理制度和方法不匹配从而造成服务效能未得到显著提升的问题,以营业网点实际对公结算业务为对象,开展了客户满意度调查、与一线员工交流、与本地区同行业对比及系统业务测评,找到了影响服务效能提升的关键因素,并详细分析了其产生的主要原因。在此基础上,有针对性的提出了对公结算业务流程优化的目标和原则,并通过凭证优化、集中处理流程优化和业务操作系统优化提高了“集中业务处理系统”与银行营业网点业务处理制度和方法的匹配度。此外,在本文中作者还对S银行营业网点对公结算业务流程优化的实施和保障措施进行了分析。有针对性的提出了对公结算业务流程优化的实施原则和具体实施计划；从主管部门督促、设立更新流程启用时间及创建业务指标限值等方面阐述了流程优化的实施保障；最后,提出了设立“员工之声”业务交流邮箱、收集客户反馈信息及监理集中业务流程定期发表报告机制等对公结算业务流程优化后的反馈渠道。为S银行营业网点对公结算业务流程优化管理的具体实施提供了可行依据。需要指出的是,本文中提出的银行业务流程优化方法,不是一味的系统升级,而是通过对银行对公结算业务处理能力的数据进行收集、整理、分析,找出该业务处理能力低下的原因,并对该业务的处理进行优化来建立一套业务流程优化的方法,从而提高系统的处理效能。并以实际数据综合测评结果为导向的流程优化内容,以战略发展和业务实际需求为目的的事中支持手段,以流程项目管理反馈机制为事后检验标准,提出适合S银行对公结算业务流程的管理新模式。本文的研究成果,对于其他银行营业网点业务发展也有一定的参考价值。
[Abstract]:With the rapid development and institutional change of the banking industry, the banks in our country are gradually changing from paying more attention to transaction and accounting management to providing high quality and efficient service for customers. At the same time, with the development of interest rate marketization and the continuous innovation of financial services, the types of services provided by bank outlets to the public settlement business are increasing, and the difficulty of providing quality services to customers is increasing. Based on the theory of process management, we create an efficient business process of bank business network to public settlement, improve the service efficiency of bank business network, improve the service level of bank, and improve customer satisfaction. And then improve the core competitiveness of banks has very important theoretical and practical significance. Based on the theory of process management and bank flow management derived in recent years, this paper aims at the process of transformation from "integrated business processing system" to "centralized business processing system". The problem that the new business processing system does not match with the original business processing system and methods of the bank has resulted in the problem that the service efficiency has not been significantly improved. A customer satisfaction survey has been carried out with the actual public settlement business of the business network as the object. The key factors affecting the improvement of service efficiency are found out by communicating with the front-line staff, comparing with the same industry in the region and evaluating the system business, and the main causes are analyzed in detail. On this basis, the paper puts forward the objectives and principles of business process optimization for public accounts, and optimizes the business process through vouchers. Centralized processing process optimization and business operating system optimization improve the matching degree between "centralized business processing system" and bank business network business processing system and methods. In addition, in this paper, the author also analyzes the implementation and safeguard measures of the business process optimization of S bank. It puts forward the implementation principle and concrete implementation plan of public settlement business process optimization, and expounds the implementation guarantee of process optimization from the aspects of supervision by the competent department, establishment of renewal process opening time and establishment of business index limit value, etc. Finally, the paper puts forward the feedback channels for the optimization of the public settlement business process, such as setting up "employee Voice" business communication mailbox, collecting customer feedback information and supervising centralized business process issuing periodic report mechanism. It provides a feasible basis for S bank to carry out the optimized management of public settlement business process. It should be pointed out that the method of bank business process optimization proposed in this paper is not just system upgrading, but the collection, collation and analysis of the data of banks' ability to deal with public settlement business. To find out the reason of the low processing ability of the business, and optimize the processing of the business to establish a set of business process optimization method, so as to improve the processing efficiency of the system. And the content of process optimization, which is oriented by the result of comprehensive evaluation of actual data, the support means of the objective of strategic development and actual business requirements, and the feedback mechanism of process project management as the post-test standard. A new management model suitable for S Bank to deal with the public settlement business process is put forward. The research results of this paper also have certain reference value for other banks'business development.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.2
[Abstract]:With the rapid development and institutional change of the banking industry, the banks in our country are gradually changing from paying more attention to transaction and accounting management to providing high quality and efficient service for customers. At the same time, with the development of interest rate marketization and the continuous innovation of financial services, the types of services provided by bank outlets to the public settlement business are increasing, and the difficulty of providing quality services to customers is increasing. Based on the theory of process management, we create an efficient business process of bank business network to public settlement, improve the service efficiency of bank business network, improve the service level of bank, and improve customer satisfaction. And then improve the core competitiveness of banks has very important theoretical and practical significance. Based on the theory of process management and bank flow management derived in recent years, this paper aims at the process of transformation from "integrated business processing system" to "centralized business processing system". The problem that the new business processing system does not match with the original business processing system and methods of the bank has resulted in the problem that the service efficiency has not been significantly improved. A customer satisfaction survey has been carried out with the actual public settlement business of the business network as the object. The key factors affecting the improvement of service efficiency are found out by communicating with the front-line staff, comparing with the same industry in the region and evaluating the system business, and the main causes are analyzed in detail. On this basis, the paper puts forward the objectives and principles of business process optimization for public accounts, and optimizes the business process through vouchers. Centralized processing process optimization and business operating system optimization improve the matching degree between "centralized business processing system" and bank business network business processing system and methods. In addition, in this paper, the author also analyzes the implementation and safeguard measures of the business process optimization of S bank. It puts forward the implementation principle and concrete implementation plan of public settlement business process optimization, and expounds the implementation guarantee of process optimization from the aspects of supervision by the competent department, establishment of renewal process opening time and establishment of business index limit value, etc. Finally, the paper puts forward the feedback channels for the optimization of the public settlement business process, such as setting up "employee Voice" business communication mailbox, collecting customer feedback information and supervising centralized business process issuing periodic report mechanism. It provides a feasible basis for S bank to carry out the optimized management of public settlement business process. It should be pointed out that the method of bank business process optimization proposed in this paper is not just system upgrading, but the collection, collation and analysis of the data of banks' ability to deal with public settlement business. To find out the reason of the low processing ability of the business, and optimize the processing of the business to establish a set of business process optimization method, so as to improve the processing efficiency of the system. And the content of process optimization, which is oriented by the result of comprehensive evaluation of actual data, the support means of the objective of strategic development and actual business requirements, and the feedback mechanism of process project management as the post-test standard. A new management model suitable for S Bank to deal with the public settlement business process is put forward. The research results of this paper also have certain reference value for other banks'business development.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.2
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