【摘要】：商業(yè)銀行隨著信息技術(shù)的快速發(fā)展，他們的服務(wù)日新月異，在社會(huì)經(jīng)濟(jì)中的作用與日俱增。但是我國(guó)商業(yè)銀行的管理水平還很低，這種狀況嚴(yán)重制約了商業(yè)銀行業(yè)務(wù)的發(fā)展，不適應(yīng)社會(huì)主義市場(chǎng)經(jīng)濟(jì)發(fā)展的要求。商業(yè)銀行各營(yíng)業(yè)網(wǎng)點(diǎn)服務(wù)的優(yōu)劣直接影響、代表著整個(gè)銀行業(yè)的服務(wù)水平。因此對(duì)商業(yè)銀行營(yíng)業(yè)網(wǎng)點(diǎn)進(jìn)行服務(wù)管理研究，對(duì)促進(jìn)國(guó)民經(jīng)濟(jì)的發(fā)展，提高我國(guó)商業(yè)銀行的競(jìng)爭(zhēng)力，具有深遠(yuǎn)意義。 本文首先介紹了DZ銀行服務(wù)管理的現(xiàn)狀，分析了其服務(wù)管理存在的問(wèn)題及產(chǎn)生的原因�？紤]DZ銀行的實(shí)際情況，構(gòu)建了基于服務(wù)規(guī)范創(chuàng)新的管理模式的框架，介紹了該服務(wù)管理模式的具體內(nèi)容，服務(wù)管理模式包括服務(wù)規(guī)范和應(yīng)急處置預(yù)案兩大組成部分。服務(wù)規(guī)范具體包括服務(wù)環(huán)境、服務(wù)禮儀、服務(wù)行為、服務(wù)技能、服務(wù)紀(jì)律、服務(wù)投訴等內(nèi)容。應(yīng)急處置預(yù)案包括報(bào)告程序、常見應(yīng)急情況處置預(yù)案和事后處理三方面的內(nèi)容。論文最后以三八路支行踐行該模式的實(shí)例說(shuō)明了該模式的實(shí)施效果。三八路支行通過(guò)踐行該模式，，轉(zhuǎn)變了經(jīng)營(yíng)理念，創(chuàng)新了經(jīng)營(yíng)模式，調(diào)整了業(yè)務(wù)結(jié)構(gòu)，實(shí)現(xiàn)了分群服務(wù)，使得服務(wù)渠道得到了優(yōu)化，并建立了服務(wù)標(biāo)桿。三八路支行也由此獲得了“中國(guó)銀行業(yè)千佳文明規(guī)范服務(wù)示范單位”。本論文的研究結(jié)果可為相關(guān)銀行服務(wù)管理的提升提供參考。
[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.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F832.33

【參考文獻(xiàn)】

相關(guān)期刊論文 前8條

1 方樹萌;銀行再造:我國(guó)商業(yè)銀行綜合競(jìng)爭(zhēng)力提高途徑[J];企業(yè)經(jīng)濟(jì);2004年08期

2 戚安邦;論信息技術(shù)與服務(wù)質(zhì)量管理[J];南開管理評(píng)論;1999年01期

3 鄭歡,古福文;大型超市顧客交費(fèi)排隊(duì)系統(tǒng)優(yōu)化分析[J];管理學(xué)報(bào);2005年02期

4 劉麗文;完整服務(wù)產(chǎn)品和服務(wù)提供系統(tǒng)的設(shè)計(jì)[J];清華大學(xué)學(xué)報(bào)(哲學(xué)社會(huì)科學(xué)版);2002年02期

5 侯惠芳,劉素華,王慶;系統(tǒng)仿真在銀行窗口個(gè)數(shù)設(shè)計(jì)中的應(yīng)用[J];系統(tǒng)仿真學(xué)報(bào);2003年09期

6 朱軍,李曉輝,羅長(zhǎng)青;排隊(duì)系統(tǒng)仿真及應(yīng)用[J];微機(jī)發(fā)展;2002年03期

7 劉月,羅利;服務(wù)管理理論研究進(jìn)展[J];管理評(píng)論;2004年04期

8 王永貴,韓經(jīng)綸;不同服務(wù)企業(yè)的核心能力與績(jī)效改進(jìn)探析[J];南開經(jīng)濟(jì)研究;2000年02期

相關(guān)碩士學(xué)位論文 前3條

1 張兢;商業(yè)銀行運(yùn)營(yíng)管理研究[D];大連理工大學(xué);2001年

2 馬仁俊;電信營(yíng)業(yè)窗口服務(wù)運(yùn)營(yíng)系統(tǒng)改善方案與實(shí)施策略研究[D];湖南大學(xué);2005年

3 祝天將;銀行臨柜服務(wù)質(zhì)量研究[D];北京工業(yè)大學(xué);2006年

本文編號(hào)：2245089