【摘要】：隨著我國金融市場的逐步開放,我國銀行業(yè)改革的不斷深入,客戶經(jīng)理制成為提高競爭力的有效途徑。實施客戶經(jīng)理制將從根本上改變原有的經(jīng)營方式,建立起以市場為導向、以客戶為中心的經(jīng)營方式。而利用信息化技術(shù),來實現(xiàn)銀行對客戶經(jīng)理的管理,并輔助客戶經(jīng)理對客戶關(guān)系進行維護和發(fā)展,也逐漸成為客戶經(jīng)理制研究的熱點。 本文首先分析了客戶經(jīng)理制的推行對農(nóng)村合作銀行的重大意義,并指出了當前農(nóng)村合作銀行客戶經(jīng)理管理存在的問題,針對這些問題,結(jié)合現(xiàn)行的考核管理制度,基于客戶經(jīng)理績效考核業(yè)務(wù)模型,設(shè)計了農(nóng)村合作銀行客戶經(jīng)理管理系統(tǒng)總體結(jié)構(gòu),把系統(tǒng)設(shè)計為四層：通訊層、控制層、業(yè)務(wù)邏輯層和數(shù)據(jù)操作層,并劃分了系統(tǒng)的各個功能模塊。 然后,對系統(tǒng)的各個功能模塊進行了詳細設(shè)計,并且利用面向?qū)ο蟮某绦蛟O(shè)計技術(shù),采用SQL Server2005作為后臺數(shù)據(jù)庫,完成了客戶經(jīng)理管理系統(tǒng)的主要模塊,實現(xiàn)了包括客戶經(jīng)理信息和客戶經(jīng)理數(shù)據(jù)信息的修改、刪除、查詢、計算和打印功能,并對其功能進行了測試。與同類信息系統(tǒng)相比,該系統(tǒng)以選取KPI(關(guān)鍵績效指標)指標集的方式,銀行可以根據(jù)自身實際,從集合中選取合適的KPI指標,并錄入相應的計算方法或公式,來進行定量考核管理,同時還可以自行設(shè)定定性考核的相關(guān)項和內(nèi)容,以生成定性考核報表。這樣不僅更能反映客戶經(jīng)理績效的實際情況,在指標選取方面還具有高度的靈活性,更能貼近不同銀行的各自實際。有助于建立高素質(zhì)的客戶經(jīng)理隊伍,規(guī)范客戶經(jīng)理的經(jīng)營行為,并提高客戶經(jīng)理的考核管理工作水平。 最后,對系統(tǒng)進行了詳細的測試,結(jié)果表明該系統(tǒng)具有較高的實用性和安全性,能夠滿足農(nóng)村合作銀行客戶經(jīng)理管理需求。應用該系統(tǒng),能夠?qū)崿F(xiàn)銀行客戶經(jīng)理隊伍激勵與約束機制,對所有客戶經(jīng)理業(yè)績進行客觀、公平、公正地評價,合理地進行價值分配,有效促進銀行業(yè)務(wù)發(fā)展,使銀行有效利潤最大化。
[Abstract]:With the gradual opening up of the financial market and the deepening of the banking reform in China, the customer manager system has become an effective way to improve the competitiveness. The implementation of customer manager system will fundamentally change the original mode of operation, establish a market-oriented, customer-centered business mode. Using the information technology to realize the bank management of the customer manager, and to assist the customer manager to maintain and develop the customer relationship, has gradually become a hot spot in the research of the customer manager system. This paper first analyzes the significance of the implementation of the customer manager system to the rural cooperative banks, and points out the problems existing in the customer manager management of the rural cooperative banks at present, aiming at these problems, combining with the current assessment and management system, Based on the performance appraisal business model of the customer manager, this paper designs the overall structure of the account manager management system of the rural cooperative bank, and designs the system into four layers: communication layer, control layer, business logic layer and data operation layer. And divide each function module of the system. Then, each function module of the system is designed in detail, and the main module of the customer manager management system is completed by using object-oriented programming technology and SQL Server2005 as the background database. The modification, deletion, query, calculation and printing of account manager information and account manager data information are realized, and their functions are tested. Compared with the similar information system, the system selects the KPI (key performance indicators) indicator set, banks can select the appropriate KPI index from the set according to their own reality, and input the corresponding calculation method or formula. At the same time, we can set the relevant items and contents of the qualitative assessment to generate the qualitative assessment report. This not only reflects the actual situation of customer manager performance, but also has a high degree of flexibility in the selection of indicators, more close to the actual situation of different banks. It is helpful to establish high-quality customer manager team, standardize the management behavior of account manager, and improve the assessment management level of account manager. Finally, the system is tested in detail, and the results show that the system has high practicability and security, and can meet the needs of customer manager management in rural cooperative banks. The application of this system can realize the incentive and restraint mechanism of bank account manager team, objectively, fairly and impartially evaluate all account managers' performance, carry out reasonable value distribution, and effectively promote the development of bank business. Maximize the bank's effective profits.
【學位授予單位】：湖南大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.52

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