本文選題：柜面服務(wù) + 外匯兌換��； 參考：《河北工業(yè)大學》2012年碩士論文

【摘要】：A銀行是國有控股大型公眾持股銀行，相繼經(jīng)歷了國家專業(yè)銀行、國有獨資商業(yè)銀行和國有控股商業(yè)銀行等不同發(fā)展階段。A銀行營業(yè)網(wǎng)點分布廣泛，服務(wù)客戶群體龐大，柜面壓力大，而柜面業(yè)務(wù)流程的設(shè)計至關(guān)重要。在全球經(jīng)濟、金融一體化以及我國居民財富持續(xù)增加的背景下，外匯金融服務(wù)范圍不斷擴大，個人外匯業(yè)務(wù)總量持續(xù)增長，個人外匯客戶逐步增加，金融需求呈現(xiàn)多樣化、個性化、綜合化的特征。個人外匯兌換業(yè)務(wù)作為A銀行零售業(yè)務(wù)主要內(nèi)容之一近年來蓬勃發(fā)展，但由于目前所依托使用的技術(shù)平臺“外匯管理系統(tǒng)”在設(shè)計之初主要面向?qū)蛻舻馁~戶服務(wù)及現(xiàn)有價格模式下的兌換交易，，缺乏對個人客戶特殊性的側(cè)重，加之兌換交易分散、功能有待加強、各業(yè)務(wù)模塊間聯(lián)系性差等問題，尚未形成獨立科學的個人外匯兌換業(yè)務(wù)流程。該業(yè)務(wù)流程的優(yōu)化改造直接影響著A銀行個人外匯兌換業(yè)務(wù)的柜面服務(wù)水平和整體發(fā)展。 本文首先對論文的研究背景、研究意義、研究方法等內(nèi)容進行了簡要介紹；其次對用到的六西格瑪理論、業(yè)務(wù)流程再造理論及流程銀行理論進行了闡述；再次通過重點分析通過分析個人外匯兌換業(yè)務(wù)流程的特點及現(xiàn)狀，找出普遍存在的問題并進行深入分析，提出通過改造和優(yōu)化方案；最后就如何做好方案實施給出保障措施。 本文是在查閱大量文獻及對全國分行進行調(diào)查分析的基礎(chǔ)上，結(jié)合作者的工作實際，對個人外匯兌換業(yè)務(wù)流程進行了深入研究，得出了從優(yōu)化客戶體驗、優(yōu)化柜員操作、優(yōu)化管理控制三方面著手啟動個人外匯兌換業(yè)務(wù)流程優(yōu)化方案，重點圍繞交易優(yōu)化、流程改造和功能完善來實現(xiàn)。圍繞著這一主線設(shè)計出了一整套個人外匯兌換業(yè)務(wù)優(yōu)化方案，以期在A銀行個人外匯兌換業(yè)務(wù)開展及柜面業(yè)務(wù)流程管理中發(fā)揮積極作用。 本論文注重理論聯(lián)系實際，提出了專業(yè)的個人外匯兌換業(yè)務(wù)流程優(yōu)化改造方案，為建立科學、持久的個人外匯發(fā)展機制奠定基礎(chǔ)。A銀行的問題在商業(yè)銀行中具有一定的代表性，可以為同類企業(yè)提供借鑒。
[Abstract]:Bank A is a state-owned holding large public shareholding bank, which has experienced various stages of development, such as national professional bank, solely state-owned commercial bank and state-owned holding commercial bank. Bank A has a wide distribution of business outlets and a huge customer service group.Cabinet pressure, and cabinet business process design is crucial.In the context of global economy, financial integration and the increasing wealth of Chinese residents, the scope of foreign exchange financial services has been continuously expanded, the total amount of personal foreign exchange business has continued to grow, the number of individual foreign exchange customers has gradually increased, and the financial needs have been diversified.The characteristic of individuation and integration.As one of the main contents of Bank A's retail business, personal foreign exchange business has flourished in recent years.However, due to the technology platform "foreign exchange management system", which is mainly used at the beginning of the design, it is mainly oriented to account service to public customers and exchange transactions under the existing price model, so it lacks the emphasis on the particularity of individual customers.In addition, the exchange transaction is dispersed, the function needs to be strengthened, the connection between the various business modules is poor, so the independent and scientific personal foreign exchange business flow has not been formed.The optimization and transformation of the business process directly affect the counter service level and the overall development of bank A's personal foreign exchange business.Firstly, this paper briefly introduces the research background, significance and research methods of the thesis, and then expounds the six Sigma theory, the business process reengineering theory and the process banking theory.Thirdly, through the analysis of the characteristics and current situation of the personal foreign exchange business process, we find out the common problems and carry on the in-depth analysis, and put forward the reform and optimization plan; finally, we give the safeguard measures on how to do a good job in the implementation of the scheme.On the basis of consulting a large number of documents and investigating and analyzing branches throughout the country, and combining with the author's actual work, this paper makes an in-depth study on the business process of personal foreign exchange exchange, and draws a conclusion that from the perspective of optimizing customer experience and optimizing the operation of tellers,Three aspects of optimization management and control to start the personal foreign exchange business process optimization program, focusing on transaction optimization, process transformation and functional improvement to achieve.Around this main line, a whole set of optimization scheme of personal foreign exchange exchange business is designed in order to play an active role in the development of personal foreign exchange business of Bank A and the management of counter business process.This paper focuses on the combination of theory and practice, and puts forward a professional program of optimizing and reforming the business process of personal foreign exchange exchange, which lays a foundation for the establishment of a scientific and lasting personal foreign exchange development mechanism. The problem of Bank A is representative in commercial banks.It can provide reference for similar enterprises.
【學位授予單位】：河北工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F832.2

【參考文獻】

相關(guān)期刊論文 前7條

1 陳中新;;中國商業(yè)銀行零售網(wǎng)點轉(zhuǎn)型探析[J];河北學刊;2011年02期

2 邢漢貞;;淺析商業(yè)銀行業(yè)務(wù)流程再造[J];市場論壇;2012年03期

3 劉明勇;;信息技術(shù)對于加快銀行業(yè)務(wù)流程再造的重要作用[J];金融理論與實踐;2010年08期

4 安佳慧;張莉;;我國商業(yè)銀行客戶關(guān)系管理應(yīng)用研究[J];理論觀察;2007年03期

5 汪俊艷;;個人外匯管理政策實施效應(yīng)分析[J];內(nèi)蒙古金融研究;2009年02期

6 趙鴻雁;;試析流程銀行建設(shè)應(yīng)解決的基本問題[J];現(xiàn)代商貿(mào)工業(yè);2007年03期

7 李杰善;朝克;;城市商業(yè)銀行發(fā)展外匯業(yè)務(wù)研究[J];中國流通經(jīng)濟;2011年09期

本文編號：1764505