本文選題：商業(yè)銀行　切入點：社區(qū)銀行　出處：《吉林大學(xué)》2017年碩士論文

【摘要】：本文以戰(zhàn)略運營管理理論為基礎(chǔ),通過對大量文獻(xiàn)資料的搜索整理,對金融行業(yè)和相關(guān)其他行業(yè)服務(wù)模式轉(zhuǎn)型的創(chuàng)新及實施結(jié)果的對比。結(jié)合中國農(nóng)業(yè)銀行汽車城支行自身特點,大膽構(gòu)思汽車城支行的服務(wù)轉(zhuǎn)型方向。同時采用比較分析的方法,從中外銀行業(yè)發(fā)展道路、方式、特點中比較,借鑒國外的有益經(jīng)驗,總結(jié)規(guī)律,通過對同行業(yè)的學(xué)習(xí),結(jié)合客戶服務(wù)的目標(biāo)管理、服務(wù)渠道管理和客戶滿意度管理的完善等相關(guān)理論,與一線人員進(jìn)行面對面的交流。經(jīng)過對中國農(nóng)業(yè)銀行汽車城支行現(xiàn)狀的考察,從支行硬件設(shè)施,地理位置,員工團(tuán)隊,網(wǎng)點布局,產(chǎn)品種類,客戶資源等多方面進(jìn)行了分析研究,旨在尋求一種新的服務(wù)模式以提升支行自身的競爭實力,力爭在未來發(fā)展中扎實基礎(chǔ),敢于創(chuàng)新嘗試,及時發(fā)現(xiàn)問題、解決問題,為汽車城支行服務(wù)模式轉(zhuǎn)型提供參考。同時結(jié)合地域特征,實際考量汽車城支行周邊客戶的習(xí)慣偏好,運用服務(wù)創(chuàng)新四維度模型理論和SWOT分析法綜合評估中國農(nóng)業(yè)銀行汽車城支行服務(wù)模式轉(zhuǎn)型所面臨的優(yōu)勢、劣勢、機(jī)會以及威脅,全面考量服務(wù)模式轉(zhuǎn)型的利弊,為可能出現(xiàn)的問題尋求解決辦法,為今后支行整體的經(jīng)營轉(zhuǎn)型提供借鑒和依據(jù)。結(jié)合中國農(nóng)業(yè)銀行汽車城支行現(xiàn)有服務(wù)模式及未來轉(zhuǎn)型方向,綜合考慮市場外部環(huán)境與汽車城支行內(nèi)部環(huán)境,服務(wù)模式轉(zhuǎn)型方案分別從服務(wù)模式概念創(chuàng)新、服務(wù)模式接觸創(chuàng)新、服務(wù)模式技術(shù)創(chuàng)新、服務(wù)模式轉(zhuǎn)型人力資源保障四個方面入手精細(xì)化每位客戶的真正需求,將傳統(tǒng)銀行業(yè)的被動式服務(wù)轉(zhuǎn)化為主動服務(wù),例如在汽車廠區(qū)周邊居民區(qū)建立社區(qū)銀行,將服務(wù)貫穿到客戶的衣食住行,以智能IC卡為載體,為社區(qū)居民提供一站式便民服務(wù),增加社區(qū)居民與中國農(nóng)業(yè)銀行汽車城支行的緊密度。合理利用社區(qū)環(huán)境打造創(chuàng)新的社區(qū)網(wǎng)點。本著創(chuàng)新、環(huán)保、健康的服務(wù)理念,多一些智能、少一些浪費,利用現(xiàn)代化科技手段,建立有效的客戶需求信息分析制度,優(yōu)化業(yè)務(wù)辦理流程,加速新型業(yè)務(wù)產(chǎn)品創(chuàng)新速度,依據(jù)客戶金融服務(wù)需求,細(xì)分客戶,制定相應(yīng)個性化產(chǎn)品,利用互聯(lián)網(wǎng)開展遠(yuǎn)程輔助客戶業(yè)務(wù)辦理。輔助員工更好的服務(wù)客戶,實現(xiàn)網(wǎng)點服務(wù)模式的成功轉(zhuǎn)型。最后,在人員配置上中國農(nóng)業(yè)銀行汽車城支行需要增加客戶經(jīng)理人數(shù),壯大客戶經(jīng)理隊伍,研究了解產(chǎn)品,建立客戶檔案,針對服務(wù)創(chuàng)新中的社區(qū)銀行客戶,建立家庭關(guān)系檔案管理,利用后臺系統(tǒng)數(shù)據(jù)分析適合客戶的產(chǎn)品及服務(wù),及時提供給相應(yīng)的專屬客戶經(jīng)理,及時發(fā)現(xiàn)客戶需求,合理利用我行資源盡可能的向客戶提供全方位、個性化的產(chǎn)品與服務(wù),以建立良好穩(wěn)定的客戶關(guān)系,最終實現(xiàn)中國農(nóng)業(yè)銀行汽車城支行的服務(wù)模式轉(zhuǎn)型。
[Abstract]:This paper is based on the theory of strategic operation management, through the search and collation of a large number of documents, This paper compares the innovation and implementation results of the transformation of service mode between the financial industry and other related industries. Considering the characteristics of the auto city branch of the Agricultural Bank of China, it boldly conceive the direction of the service transformation of the automobile city branch. At the same time, it adopts the method of comparative analysis. Comparing the development path, ways and characteristics of Chinese and foreign banks, learning from the beneficial experience of foreign countries, summing up the rules, combining the objective management of customer service with the study of the same industry, Related theories, such as service channel management and customer satisfaction management, are discussed face to face with front-line personnel. After investigating the current situation of the branch of Agricultural Bank of China Motor City, from the branch hardware facilities, geographical location, staff team, The network layout, product types, customer resources and other aspects are analyzed and studied in order to seek a new service model to enhance the competitive strength of the branch itself, strive for a solid foundation in the future development, dare to try to innovate, Find problems in time, solve problems, provide reference for the transformation of service mode of automobile city branch. At the same time, consider the habit preference of customers around automobile city branch by combining the regional characteristics. By using the four-dimensional model theory of service innovation and SWOT analysis, the paper comprehensively evaluates the advantages, disadvantages, opportunities and threats faced by the transformation of service mode of the automobile city branch of Agricultural Bank of China, and comprehensively considers the advantages and disadvantages of the transformation of service mode. To seek solutions for possible problems, and to provide a reference and basis for the overall management and transformation of the branch in the future. Combined with the existing service mode and future transformation direction of the Motor City Branch of the Agricultural Bank of China, Considering the external environment of the market and the internal environment of the automobile city branch, the transformation scheme of the service mode is from the concept innovation of the service mode, the contact innovation of the service mode, the technological innovation of the service mode, respectively. The transformation of service mode human resources protection starts from four aspects to refine the real needs of each customer, turning the passive services of traditional banking into active services, such as setting up community banks in neighborhoods around automobile factories. The service will run through the customer's clothing, food, housing and transportation, with the intelligent IC card as the carrier, to provide community residents with one-stop convenience services, Increase the closeness between community residents and the automobile city branch of Agricultural Bank of China. Make rational use of the community environment to create innovative community network. In the spirit of innovation, environmental protection, healthy service concept, more intelligence, less waste, By means of modern science and technology, we should establish an effective system of customer demand information analysis, optimize the business process, speed up the innovation of new business products, divide customers according to customer financial service needs, and formulate corresponding personalized products. Use the Internet to carry out remote customer service management. The auxiliary staff can better serve customers and realize the successful transformation of network service mode. Finally, in terms of staffing, the branch of Agricultural Bank of China Motor City needs to increase the number of account managers. Strengthen the team of account managers, study and understand products, establish customer files, set up family relationship records management for community bank customers in service innovation, use backstage system data to analyze products and services suitable for customers, Timely provide to the corresponding exclusive account manager, timely discovery of customer needs, reasonable use of our bank resources as far as possible to provide customers with all-round, personalized products and services, in order to establish a good and stable customer relationship, Finally, realize the transformation of service mode of Agricultural Bank of China Auto City Branch.
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F832.33
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本文編號：1692386