DZ銀行基于服務規(guī)范創(chuàng)新的管理模式研究
發(fā)布時間：2018-09-17 06:58
【摘要】：商業(yè)銀行隨著信息技術的快速發(fā)展，他們的服務日新月異，在社會經濟中的作用與日俱增。但是我國商業(yè)銀行的管理水平還很低，這種狀況嚴重制約了商業(yè)銀行業(yè)務的發(fā)展，不適應社會主義市場經濟發(fā)展的要求。商業(yè)銀行各營業(yè)網點服務的優(yōu)劣直接影響、代表著整個銀行業(yè)的服務水平。因此對商業(yè)銀行營業(yè)網點進行服務管理研究，對促進國民經濟的發(fā)展，提高我國商業(yè)銀行的競爭力，具有深遠意義。 本文首先介紹了DZ銀行服務管理的現狀，分析了其服務管理存在的問題及產生的原因�？紤]DZ銀行的實際情況，構建了基于服務規(guī)范創(chuàng)新的管理模式的框架，介紹了該服務管理模式的具體內容，服務管理模式包括服務規(guī)范和應急處置預案兩大組成部分。服務規(guī)范具體包括服務環(huán)境、服務禮儀、服務行為、服務技能、服務紀律、服務投訴等內容。應急處置預案包括報告程序、常見應急情況處置預案和事后處理三方面的內容。論文最后以三八路支行踐行該模式的實例說明了該模式的實施效果。三八路支行通過踐行該模式，，轉變了經營理念，創(chuàng)新了經營模式，調整了業(yè)務結構，實現了分群服務，使得服務渠道得到了優(yōu)化，并建立了服務標桿。三八路支行也由此獲得了“中國銀行業(yè)千佳文明規(guī)范服務示范單位”。本論文的研究結果可為相關銀行服務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.
【學位授予單位】：華中科技大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F832.33
本文編號：2245089
[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.
【學位授予單位】：華中科技大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F832.33
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本文編號：2245089
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