【摘要】：經(jīng)濟全球化和金融自由化給金融機構帶來新發(fā)展的趨勢和契機，同時也提出更加嚴峻的挑戰(zhàn)，金融機構如何在新的環(huán)境下取得更大的發(fā)展，創(chuàng)新無疑是其發(fā)展的法寶。在自有資源和實力有限的情況下，需要找到從外部獲取資源的有效方式，業(yè)務流程外包作為一種新的經(jīng)營管理模式，以其獨特的優(yōu)勢，吸引著各金融機構。實施業(yè)務流程外包，將某些非核心業(yè)務外包出去，金融機構可以集中資源發(fā)展核心業(yè)務，，提高核心競爭力。我國商業(yè)銀行在會計營運后臺集中的過程中，也順應國際趨勢，嘗試將一些業(yè)務流程進行外包。業(yè)務流程外包正以其旺盛的生命力在全世界范圍內(nèi)迅猛發(fā)展，并逐步成為商業(yè)銀行提高核心競爭力的手段之一。業(yè)務流程外包在國內(nèi)發(fā)展的時間不長，理論和實踐都還處在逐步完善的階段。我國應充分借鑒國外銀行業(yè)務流程外包的先進經(jīng)驗，充分利用這一手段，加快國有商業(yè)銀行業(yè)務流程外包的進程，以降低成本，提高服務質(zhì)量，增強持續(xù)競爭的優(yōu)勢。這對當前我國商業(yè)銀行提升客戶服務能力，推進流程改造、深化會計及營運管理體制改革具有重要的意義。 本文通過對業(yè)務流程外包的內(nèi)涵、影響因素、基本原理進行闡述的基礎上，結(jié)合商業(yè)銀行營運業(yè)務流程集中的現(xiàn)狀，分析了商業(yè)銀行進行業(yè)務流程外包的可行性、作用等幾方面的內(nèi)容。基于業(yè)務流程外包相關內(nèi)容的研究，本文詳盡分析了中國建設銀行黑龍江省分行（以下簡稱“建設銀行黑龍江省分行”）營運業(yè)務流程外包的現(xiàn)狀，指出其在未建立對外包服務商的履約評價和有效溝通機制、對外包業(yè)務合同管理的統(tǒng)一性和規(guī)范性不足、外包服務商員工隊伍不穩(wěn)定，存在人員流動性風險、銀行外包業(yè)務內(nèi)部控制制度建設不完善等方面存在的問題。為此，本文認真總結(jié)了國內(nèi)外業(yè)務流程外包的成功經(jīng)驗，重新提出完善建設銀行黑龍江省分行營運業(yè)務流程外包發(fā)展所需要的外部環(huán)境建設，并針對建設銀行黑龍江省分行的實際情況，提出從建立業(yè)務外包實施考核評價機制、制定完備的合同、審慎選擇外包服務商、完善外包質(zhì)量管理手段、制定明晰、完整的外包風險控制計劃、組建高效、科學、合理的外包組織管理團隊、加強對外包人員的業(yè)務培訓、控制外包商對銀行業(yè)務的了解程度、加大對外包業(yè)務的日常監(jiān)督、加強溝通與協(xié)作促進外包服務商管理水平的提升、建立應急機制，設計應急預案等措施來改進建設銀行黑龍江省分行營運業(yè)務流程外包的策略，以期對建設銀行黑龍江省分行營運業(yè)務流程外包提供指導與借鑒。
[Abstract]:Economic globalization and financial liberalization bring new trends and opportunities to financial institutions, but at the same time, they also put forward more severe challenges. Innovation is undoubtedly the magic weapon of financial institutions how to achieve greater development in the new environment. Under the condition of limited resources and limited strength, it is necessary to find an effective way to obtain resources from outside. As a new management mode, business process outsourcing (BPO) attracts various financial institutions with its unique advantages. The implementation of business process outsourcing, outsourcing some non-core business, financial institutions can concentrate resources to develop core business, improve core competitiveness. In the process of centralized accounting operation, Chinese commercial banks try to outsource some business processes according to the international trend. Business process outsourcing (BPO) is developing rapidly all over the world with its vigorous vitality, and has gradually become one of the means for commercial banks to improve their core competitiveness. The development of business process outsourcing in China is not long, the theory and practice are still in the stage of gradual improvement. Our country should draw lessons from the advanced experience of foreign banks' business process outsourcing, make full use of this means, speed up the process of state-owned commercial banks' business process outsourcing, in order to reduce costs, improve service quality and enhance the advantage of sustainable competition. It is of great significance for China's commercial banks to enhance customer service ability, promote process transformation, and deepen the reform of accounting and operation management system. On the basis of expounding the connotation, influencing factors and basic principles of business process outsourcing, this paper analyzes the feasibility of business process outsourcing in commercial banks by combining the current situation of business process concentration in commercial banks. Function, etc. Based on the research of business process outsourcing, this paper analyzes the current situation of business process outsourcing of China Construction Bank Heilongjiang Branch (hereinafter referred to as "China Construction Bank Heilongjiang Branch"). It is pointed out that the performance evaluation and effective communication mechanism of outsourcing service providers are not established, the uniformity and standardization of contract management of outsourcing services are insufficient, the workforce of outsourcing service providers is unstable, and there is a risk of personnel mobility. Problems existing in the construction of internal control system of bank outsourcing business. Therefore, this paper summarizes the successful experience of business process outsourcing at home and abroad, and proposes the external environment to improve the development of business process outsourcing in Heilongjiang Branch of China Construction Bank. In view of the actual situation of Heilongjiang Branch of China Construction Bank, this paper puts forward the following suggestions: establishing the evaluation mechanism of outsourcing implementation, formulating complete contracts, carefully selecting outsourcing service providers, perfecting the means of outsourcing quality management, and formulating clarity. Complete outsourcing risk control plan, set up efficient, scientific and reasonable outsourcing organization and management team, strengthen the business training of outsourcing personnel, control the outsourcing contractor's understanding of banking business, increase the daily supervision of outsourcing business, Strengthen communication and cooperation to promote the management level of outsourcing service providers, establish emergency mechanisms, design emergency plans and other measures to improve the business process outsourcing strategy of Heilongjiang Branch of China Construction Bank. In order to provide guidance and reference to China Construction Bank Heilongjiang Branch operating business process outsourcing.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F832.33

【參考文獻】

相關期刊論文 前10條

1 傅巧靈;楊宜;;金融業(yè)務流程外包的利弊分析——以銀行呼叫中心外包為例[J];經(jīng)濟研究參考;2011年39期

2 畢燕君;;我國銀行業(yè)務外包發(fā)展探析[J];經(jīng)濟論壇;2008年02期

3 張偉;杜嘉禾;;我國商業(yè)銀行業(yè)務流程外包(BPO)實踐綜述及趨勢展望[J];金融會計;2011年11期

4 李瓊飛;;金融后臺服務外包的特點與分析[J];上海金融學院學報;2012年02期

5 王瀛;趙鵬大;;基于風險控制的金融服務外包策略[J];江西社會科學;2008年08期

6 楊隆豐;王鐵山;吳艷琴;;商業(yè)銀行金融服務外包的決策模型與戰(zhàn)略選擇[J];科技管理研究;2009年06期

7 張子昱;張麗拉;;論我國金融后臺業(yè)務外包存在的問題及對策[J];經(jīng)濟研究導刊;2012年35期

8 張振生;;我國商業(yè)銀行業(yè)務外包的風險與防范[J];河北金融;2009年04期

9 任峻;;透視我國商業(yè)銀行業(yè)務流程外包現(xiàn)象[J];西部論叢;2010年06期

10 林健妮;;銀行業(yè)務外包的發(fā)展趨勢及風險防范對策[J];現(xiàn)代商業(yè);2009年32期

本文編號：2301644