本文關(guān)鍵詞：河北省中國銀行國內(nèi)跨行收付業(yè)務(wù)流程優(yōu)化研究　出處：《河北經(jīng)貿(mào)大學》2015年碩士論文　論文類型：學位論文

  更多相關(guān)文章： 河北省中國銀行 國內(nèi)跨行收付 業(yè)務(wù)操作流程 流程優(yōu)化

【摘要】：在當前世界經(jīng)濟一體化的大前提下，銀行間的合作和競爭日益激烈，客戶的個性化需求也日益強烈，宏觀經(jīng)濟形勢和內(nèi)在客戶需求都給商業(yè)銀行的經(jīng)營管理帶來嚴重威脅。中國銀行作為四大國有銀行之一，國內(nèi)收付業(yè)務(wù)一直處于同業(yè)領(lǐng)先地位，但現(xiàn)下也面臨著諸多問題：一是隨著金融市場的深度開放，外資銀行憑借雄厚的資本實力和先進的管理經(jīng)驗紛紛搶占中國市場,同業(yè)競爭日益激烈；二是隨著國內(nèi)資本市場的不斷發(fā)展與完善,國家金融監(jiān)管的逐步放開，金融市場呈現(xiàn)多元化發(fā)展，國有銀行的政策優(yōu)勢在逐漸減少；三是目前金融產(chǎn)品日趨同質(zhì)化，銀行間的競爭由前臺營銷手段的直接競爭，逐步向后臺整體運營能力的競爭轉(zhuǎn)移，運營服務(wù)水平亟待提升。總的來說，銀行固有的經(jīng)營模式、服務(wù)觀念已經(jīng)無法滿足未來發(fā)展要求，現(xiàn)有的系統(tǒng)功能、流程架構(gòu)也存在著諸多缺陷與不足，改革勢在必行，必須不斷的優(yōu)化現(xiàn)有流程，提升工作效率，提高服務(wù)水平，搶占競爭先機。 本文在研究河北省中國銀行國內(nèi)收付業(yè)務(wù)如何進行流程優(yōu)化改革的過程中，把握了幾個原則，即同時兼顧客戶和前臺柜員的需求、立足一定理論研究基礎(chǔ)、優(yōu)化建議現(xiàn)實可行、未來構(gòu)想前瞻領(lǐng)先。本文主要分為五個部分，第一部分首先介紹了國內(nèi)跨行支付業(yè)務(wù)流程優(yōu)化研究的重要意義，然后重點對國內(nèi)外流程優(yōu)化研究現(xiàn)狀進行概述，綜合來看，國外學者在銀行實務(wù)研究上較為領(lǐng)先，國內(nèi)學者的研究焦點較多停留在宏觀層面。第二部分介紹了河北省中國銀行國內(nèi)跨行收付業(yè)務(wù)的基本情況，并與其他三家國有銀行在國內(nèi)跨行匯出匯款的收費、匯款限額、產(chǎn)品種類等方面做了詳細比較，總的來看，省內(nèi)四大國有銀行的國內(nèi)跨行匯出匯款服務(wù)的創(chuàng)新產(chǎn)品較少，服務(wù)內(nèi)容較為相似，競爭比較激烈。第三部分對中國銀行河北省分行國內(nèi)跨行收付業(yè)務(wù)的流程現(xiàn)狀進行分析，采取問卷調(diào)研方式，面向12家二級分行，針對對公客戶、對私客戶、行內(nèi)員工三個群體，得出客戶偏好、業(yè)務(wù)體驗、服務(wù)評價等多個維度的重要信息，并借助研究工具分析了現(xiàn)行業(yè)務(wù)流程存在的問題。第四部分，對國外、國內(nèi)銀行業(yè)流程再造及優(yōu)化的先進經(jīng)驗進行了總結(jié)，并得出對于河北省中國銀行流程優(yōu)化的啟示，為后續(xù)研究找準了方向、奠定了理論基礎(chǔ)。第五部分，，對零散內(nèi)容進行了系統(tǒng)歸納，針對現(xiàn)有流程存在的實務(wù)問題提出了切實可行、立竿見影的的具體優(yōu)化措施，為當前實際工作帶來直接指導意義，是為微觀解決方案；同時，針對河北省中國銀行流程優(yōu)化方向和未來銀行發(fā)展方向，從客戶需求出發(fā)，以總體、長遠提升該行國內(nèi)跨行收付業(yè)務(wù)的未來競爭力為目標，規(guī)劃了宏觀解決方案。
[Abstract]:Under the premise of the current integration of the world economy, the cooperation and competition among banks are becoming increasingly fierce, and the individualized needs of customers are increasingly strong. Macroeconomic situation and internal customer demand have brought serious threat to the management of commercial banks. As one of the four state-owned banks, the domestic cash and cash business has been in the leading position. But now there are many problems: first, with the deep opening of the financial market, the foreign banks with strong capital strength and advanced management experience have seized the Chinese market, the competition between the same industry is becoming increasingly fierce; Second, with the continuous development and improvement of the domestic capital market and the gradual liberalization of the national financial supervision, the financial market presents diversified development, and the policy advantages of the state-owned banks are gradually reduced; Third, the current financial products are becoming more and more homogeneous, the competition between banks from the front of the direct competition marketing means, gradually to the background of the overall operational capacity of the competition transfer, the level of operational services need to be improved. The inherent business model of the bank, service concept has been unable to meet the future development requirements, the existing system functions, process architecture also has a lot of defects and deficiencies, the reform is imperative, we must constantly optimize the existing process. Improve work efficiency, improve service level, preemptive competition. In the study of Hebei Province Bank of China how to carry out business process optimization reform process, grasp a few principles, that is, at the same time the needs of customers and front counter, based on a certain theoretical research basis. This paper is divided into five parts. The first part introduces the significance of the domestic cross-bank payment business process optimization research. Then focus on the domestic and foreign process optimization research status quo summarized, overall, foreign scholars in banking practice research is more leading. Domestic scholars focus more on the macro level. The second part introduces the basic situation of Bank of China in Hebei Province, and with the other three state-owned banks in the domestic inter-bank remittance charges. Remittance quota, product types and other aspects have been compared in detail. In general, the four major state-owned banks in the province have fewer innovative products and similar services in domestic inter-bank remittance services. The third part of the Bank of China Hebei Branch domestic cross-bank cash business process analysis, using a questionnaire survey method, facing 12 secondary branches, for public customers, private customers. Three groups of employees in the industry, get customer preference, business experience, service evaluation and other dimensions of important information, and with the help of research tools to analyze the existing business process problems. 4th part, to foreign countries. This paper summarizes the advanced experience of domestic banking process reengineering and optimization, and draws the enlightenment for China Bank process optimization in Hebei Province, which lays a theoretical foundation for the further study and lays a theoretical foundation. 5th. Systematic summary of the scattered content, in view of the existing process of practical problems, put forward practical, immediate results of the specific optimization measures, for the current practical work to bring direct significance. Is for micro-solutions; At the same time, for Hebei Province Bank of China process optimization direction and the future direction of bank development, from the customer demand, with the overall, long-term promotion of the future competitiveness of the bank's domestic cross-bank cash business as the goal. Macro solutions are planned.
【學位授予單位】：河北經(jīng)貿(mào)大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F832.2

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