【摘要】：近年來,隨著中國金融市場的不斷增長,越來越多的銀行對于提高服務(wù)質(zhì)量水平的需求日益增長,中國的有關(guān)省份和城市、縣城的一些銀行已經(jīng)開始積極導(dǎo)入服務(wù)標(biāo)準(zhǔn)化。本研究從對莆田農(nóng)商銀行網(wǎng)點服務(wù)的全面研究,與對提升服務(wù)相關(guān)的各個方面進(jìn)行問題探討、研究和對策的實施,全面提升莆田農(nóng)商銀行的服務(wù)水平,使地方農(nóng)商銀行更好地服務(wù)于“三農(nóng)”。 根據(jù)莆田農(nóng)商銀行服務(wù)的現(xiàn)狀和問題分析,運(yùn)用調(diào)查分析的方法,深入分析了莆田農(nóng)商銀行的服務(wù)標(biāo)準(zhǔn)化目標(biāo),構(gòu)建了莆田農(nóng)商行服務(wù)標(biāo)準(zhǔn)化體系的四大組成部分：服務(wù)環(huán)境標(biāo)準(zhǔn)化；服務(wù)行為標(biāo)準(zhǔn)化；服務(wù)流程標(biāo)準(zhǔn)化；內(nèi)部管理標(biāo)準(zhǔn)化。 本文在探討理論和服務(wù)標(biāo)準(zhǔn)化建設(shè)的基礎(chǔ)上,為莆田農(nóng)商銀行開展服務(wù)標(biāo)準(zhǔn)化進(jìn)行了初步探索,指出莆田農(nóng)商銀行服務(wù)標(biāo)準(zhǔn)化工作的核心內(nèi)容是建立服務(wù)標(biāo)準(zhǔn)化體系。通過實踐案例研究整個服務(wù)標(biāo)準(zhǔn)化工作流程和系統(tǒng)驗證分析表明,農(nóng)商銀行通過開展服務(wù)標(biāo)準(zhǔn)化工作已經(jīng)取得階段性成果,為農(nóng)商銀行未來的發(fā)展給予了啟發(fā)。 本文擬從分析莆田農(nóng)商銀行的網(wǎng)點管理基礎(chǔ)、服務(wù)水準(zhǔn)入手,研究莆田農(nóng)商銀行網(wǎng)點在發(fā)展過程中存在的問題,著力于探索莆田農(nóng)商銀行開展服務(wù)標(biāo)準(zhǔn)化建設(shè)工作的基本流程。該流程結(jié)合銀行服務(wù)的特性,給合PDCA循環(huán),對銀行開展服務(wù)標(biāo)準(zhǔn)化建設(shè)進(jìn)行動態(tài)控制。 莆田農(nóng)商銀行服務(wù)標(biāo)準(zhǔn)化要在循環(huán)中不斷提高,服務(wù)標(biāo)準(zhǔn)化貫穿于銀行的全過程,開始于制訂標(biāo)準(zhǔn)。因此,循環(huán)中的每個階段都是離不開標(biāo)準(zhǔn)的,而標(biāo)準(zhǔn)又在PDCA循環(huán)中不斷得到完善和提高,推動了服務(wù)標(biāo)準(zhǔn)化。
[Abstract]:In recent years, with the continuous growth of China's financial market, more and more banks to improve the level of service quality increasing demand, China's relevant provinces, cities, counties and some banks have started to actively introduce service standardization. From the comprehensive research on the network service of Putian Agricultural Merchants Bank, and the problems related to the promotion of service, the research and the implementation of countermeasures, the overall promotion of Putian Agricultural and Commercial Bank service level, To make the local agricultural and commercial banks better serve the "three rural areas." Based on the analysis of the present situation and problems of Putian Agricultural and Commercial Bank, and by using the method of investigation and analysis, the paper makes a deep analysis of the service standardization goal of Putian Agricultural Commercial Bank. This paper constructs four parts of the service standardization system of Putian Agricultural and Commercial Bank: standardization of service environment; Service behavior Standardization; Service process Standardization; Internal Management Standardization. Based on the discussion of theory and service standardization construction, this paper makes a preliminary exploration on service standardization for Putian Agricultural and Commercial Bank, and points out that the core content of service standardization work of Putian Agricultural Commercial Bank is to establish service standardization system. Through the practice case study the whole service standardization work flow and the system verification analysis shows that the agricultural and commercial bank has already obtained the stage achievement through carrying out the service standardization work which has provided the inspiration for the future development of the agricultural and commercial bank. Starting with the analysis of the network management foundation and service level of Putian Agricultural and Commercial Bank, this paper studies the problems existing in the development of Putian Agricultural Commercial Bank's network, and tries to explore the basic process of Putian Agricultural Commercial Bank's construction of service standardization. This process combines the characteristics of banking service, and gives the PDCA cycle to control the construction of service standardization. The service standardization of Putian Agricultural and Commercial Bank should be improved continuously in circulation. Service standardization runs through the whole process of the bank and begins with the establishment of the standard. Therefore, every stage of the cycle can not be separated from the standard, and the standard has been improved and improved in the PDCA cycle, which promotes the service standardization.
【學(xué)位授予單位】：蘭州理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F832.35

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本文編號：2374269