本文選題：業(yè)務(wù)服務(wù)流程 + 再造��； 參考：《河北工業(yè)大學(xué)》2012年碩士論文

【摘要】：隨著中國(guó)銀行業(yè)的商業(yè)化以及對(duì)外開放的全面推進(jìn),整個(gè)銀行業(yè)的服務(wù)水平不斷提高，隨著家庭（個(gè)人）財(cái)富的迅速增長(zhǎng)，客戶與服務(wù)地位的不斷攀升，一些優(yōu)秀的銀行開始提出流程銀行的概念，本質(zhì)就是倡導(dǎo)“以客戶為中心”的理念，滿足客戶的多樣化甚至日趨個(gè)性化的金融服務(wù)需求，從而來提升客戶的滿意度。 ABC分行為了倡導(dǎo)“以客戶為中心，以市場(chǎng)為導(dǎo)向”的經(jīng)營(yíng)理念，從2007年以來率先在同業(yè)系統(tǒng)，開始著手進(jìn)行網(wǎng)點(diǎn)轉(zhuǎn)型以及業(yè)務(wù)流程的優(yōu)化與再造，無(wú)論在經(jīng)營(yíng)業(yè)績(jī)、企業(yè)形象上都取得了跨越式的提升，在組織架構(gòu)、服務(wù)流程標(biāo)準(zhǔn)化上都取得了長(zhǎng)足進(jìn)展，從總行到分行、到支行網(wǎng)點(diǎn)的各個(gè)層級(jí)、各部門都變成了客戶服務(wù)流程上的一個(gè)環(huán)節(jié)，都緊緊圍繞客戶，，形成一個(gè)快速反應(yīng)的機(jī)制，調(diào)動(dòng)集體的智慧，追求客戶服務(wù)的高效率和最大的價(jià)值回報(bào)。 本文以ABC分行網(wǎng)點(diǎn)為研究對(duì)象，著力研究分析該行業(yè)務(wù)流程目前流程現(xiàn)狀、現(xiàn)有流程存在那些問題、問題產(chǎn)生的原因以及如何解決等一系列問題，運(yùn)用六西格瑪理論、ESCRI等方法進(jìn)行分析研究，旨在發(fā)揮該行優(yōu)勢(shì)，彌補(bǔ)自身短板，提高該行的核心競(jìng)爭(zhēng)力、同業(yè)占比，加快該行業(yè)務(wù)發(fā)展步伐，在當(dāng)?shù)刈龃笞鰪?qiáng)。
[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.
【學(xué)位授予單位】：河北工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F274;F832.33

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