本文關(guān)鍵詞：基于排隊(duì)論的銀行個(gè)人住房抵押貸款流程分析與改進(jìn)策略　出處：《南京大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 排隊(duì)論 信貸服務(wù) 流程改進(jìn) 個(gè)人住房抵押貸款

【摘要】：隨著中國經(jīng)濟(jì)的發(fā)展、金融改革和監(jiān)督的深入,尤其是2013年7月20日中國人民銀行宣布中國全面開放貸款利率,再加上“余額寶”等互聯(lián)網(wǎng)金融產(chǎn)品的盛行,中國銀行業(yè)的“黃金時(shí)代”已然過去。利率市場化以及中央對以“余額寶”為代表的一系列互聯(lián)網(wǎng)金融產(chǎn)品創(chuàng)新的支持,意味著國內(nèi)外銀行、中國銀行業(yè)以及其與互聯(lián)網(wǎng)金融商之間的競爭更加直接化、白熱化。因此,改善個(gè)貸服務(wù)問題提上日程。而個(gè)貸服務(wù)過程中的排隊(duì)問題由于近年來銀行業(yè)務(wù)量的急劇增大而逐漸凸顯出來,成為影響商業(yè)銀行品牌形象和核心競爭力的關(guān)鍵問題。舊有的銀行個(gè)人住房抵押貸款流程中所存在的一系列問題：缺乏預(yù)約掛號機(jī)制、信息公開機(jī)制等,造成了顧客排隊(duì)等待時(shí)間過長；客戶經(jīng)理工作效率降低、流動(dòng)性大；更為重要的是導(dǎo)致銀行沒有形成具有核心競爭力的個(gè)貸服務(wù)流程。這就需要利用統(tǒng)計(jì)調(diào)查的數(shù)據(jù),對現(xiàn)有銀行個(gè)人住房抵押貸款流程中排隊(duì)模型——M/M/n/∞/∞模型進(jìn)行分析和改進(jìn),得出個(gè)貸服務(wù)流程中存在的問題的改進(jìn)策略：一是增加預(yù)約機(jī)制,提升顧客到達(dá)的可預(yù)見性；二是改進(jìn)個(gè)貸流程,縮短整個(gè)個(gè)貸流程服務(wù)時(shí)間；三是適當(dāng)增加服務(wù)臺,增強(qiáng)銀行服務(wù)能力,最后形成了改進(jìn)后的排隊(duì)模型以及個(gè)人住房抵押貸款流程圖。通過對改進(jìn)效果進(jìn)行分析,發(fā)現(xiàn)無論是從成本控制、降低顧客流失率還是降低客戶經(jīng)理流動(dòng)性方面來說,所得到的改進(jìn)結(jié)果都是非常不錯(cuò)的。文章的特點(diǎn)在于首次利用排隊(duì)論,實(shí)證分析解決銀行個(gè)貸業(yè)務(wù)流程中出現(xiàn)的排隊(duì)混亂,解決了令個(gè)貸管理者、客戶經(jīng)理和顧客都頭疼的排隊(duì)問題,控制了銀行改善服務(wù)的成本與顧客的等待成本,塑造了銀行擁有競爭力的個(gè)貸服務(wù)新流程。該文的研究范圍雖然是個(gè)人住房抵押貸款流程,但是其研究成果可以運(yùn)用到銀行所有的信貸流程中去,具有非常重要的現(xiàn)實(shí)意義。
[Abstract]:With the development of China's economy and the deepening of financial reform and supervision, especially in July 20th 2013, the people's Bank of China announced the full liberalization of lending rates in China. In addition, "Yu'e Bao" and other Internet financial products are in vogue. The golden age of China's banking industry is over. Interest rate liberalization and central support for innovation of a series of Internet financial products represented by Yu'e Bao mean banks at home and abroad. The competition between Chinese banks and Internet financiers is more direct and intense. The problem of improving individual loan service has been put on the agenda. The queuing problem in the process of individual loan service has been gradually highlighted because of the sharp increase of bank business in recent years. It has become a key issue affecting the brand image and core competitiveness of commercial banks. A series of problems existed in the old bank personal housing mortgage loan process: lack of registration mechanism, information disclosure mechanism and so on. The customer queue time is too long; Low efficiency of account manager and high liquidity; What is more important is that banks do not have a core competitiveness of the individual loan service flow. This requires the use of statistical survey data. This paper analyzes and improves the queuing model of the existing bank personal housing mortgage loan process-M / M / N / 鈭，

本文編號：1421485