本文選題：柜面業(yè)務(wù)　切入點(diǎn)：流程優(yōu)化　出處：《吉林大學(xué)》2017年碩士論文

【摘要】：隨著人民生活水平提高,金融知識(shí)和被服務(wù)意識(shí)較過去十年已然上了一個(gè)層面,這對(duì)銀行柜面服務(wù)效率和服務(wù)態(tài)度都提出了新的要求。服務(wù)高效和態(tài)度熱情成為銀行服務(wù)的大勢(shì)所趨。而柜面業(yè)務(wù)的服務(wù)人員要兼顧高效的服務(wù)和好的態(tài)度,在傳統(tǒng)的柜面業(yè)務(wù)流程下,很難兩者兼得。因?yàn)楦咝У姆⻊?wù)意味著身體和精神高度集中,人不是機(jī)器,必然有情緒和倦怠的時(shí)候,服務(wù)態(tài)度上就會(huì)大大折扣。因此,柜面業(yè)務(wù)流程還需要優(yōu)化以滿足客戶日益增長(zhǎng)的對(duì)銀行服務(wù)的需求,同時(shí)能夠減輕柜面人員的身心壓力。使銀行柜面服務(wù)既積極熱情,又合規(guī)高效。這是本文第一章研究的背景與意義所在。本文在第二章列示了郵儲(chǔ)銀行朝陽(yáng)分行現(xiàn)有的主要柜面業(yè)務(wù)流程,主要使用流程圖的方式進(jìn)行表達(dá)。對(duì)柜面業(yè)務(wù)流程中存在的問題進(jìn)行了簡(jiǎn)單描述,問題的關(guān)注點(diǎn)在于流程中可以進(jìn)一步提高流程處理速度和改善柜員態(tài)度的細(xì)節(jié),并不對(duì)流程順序進(jìn)行改造或重組。在第三章中進(jìn)行這些問題的具體測(cè)量發(fā)現(xiàn)過程,并提出解決它們的辦法。第三章作為重點(diǎn)部分,應(yīng)用六西格瑪和精益管理理論,嚴(yán)格按照定義問題,測(cè)量數(shù)據(jù),分析原因,優(yōu)化流程,項(xiàng)目控制,復(fù)制推廣的步驟,對(duì)郵儲(chǔ)銀行朝陽(yáng)分行的柜面業(yè)務(wù)流程進(jìn)行優(yōu)化。從某些角度來說,銀行也是服務(wù)類企業(yè),服務(wù)好客戶是一個(gè)銀行的根本所在。提供服務(wù)的主體及被服務(wù)的客體,是決定服務(wù)體驗(yàn)的兩個(gè)主要方面。其中最直接的服務(wù)提供者就是銀行的柜面人員,被服務(wù)的客體就是來銀行辦業(yè)務(wù)的客戶。柜員和客戶在服務(wù)中產(chǎn)生的問題是本文所關(guān)注的。因?yàn)榱鞲瘳斄鞒虄?yōu)化方法是以客戶為中心的,所以文章首先站在客戶的角度上,發(fā)現(xiàn)客戶對(duì)于郵儲(chǔ)銀行朝陽(yáng)分行最為關(guān)注的問題所在。通過問卷及電話調(diào)查得出客戶最為詬病的問題是業(yè)務(wù)辦理速度慢,客戶等待時(shí)間長(zhǎng),柜員服務(wù)態(tài)度差強(qiáng)人意。針對(duì)這些問題,本文運(yùn)用六西格瑪和精益理論進(jìn)行優(yōu)化,通過對(duì)問題識(shí)別,實(shí)地測(cè)量柜面業(yè)務(wù)發(fā)生過程,發(fā)現(xiàn)了柜員工作過程中存在一些比較隱蔽的浪費(fèi)時(shí)間和精力的問題。分析階段,發(fā)現(xiàn)除了分行自身培訓(xùn)制度、新產(chǎn)品、電子系統(tǒng)、窗口資源分配不均等原因外,問題產(chǎn)生的原因還在于大多數(shù)柜員在工作過程中并沒有認(rèn)識(shí)到自身消極態(tài)度及不良習(xí)慣對(duì)工作效率和服務(wù)質(zhì)量的消極影響。針對(duì)這些原因,本文在分行層面、柜員自身及業(yè)務(wù)自身等幾個(gè)方面給出了解決問題的措施。具體的解決辦法包括通過運(yùn)用動(dòng)作經(jīng)濟(jì)原則,建立標(biāo)準(zhǔn)工作動(dòng)作規(guī)范、業(yè)務(wù)細(xì)節(jié)合理化安排、人員管理及培養(yǎng)、工作物品便利化擺放、臺(tái)席人員輪轉(zhuǎn)等。精益管理理論的最高層次,是在標(biāo)準(zhǔn)化服務(wù)的同時(shí),建立多樣個(gè)性的企業(yè)文化。本文在保護(hù)柜員的天性,使柜員在高效工作的同時(shí)不失去工作樂趣的方面也進(jìn)行了淺層次的探討。第四章主要闡釋了優(yōu)化的保障內(nèi)容及優(yōu)化后的效果。優(yōu)化后的業(yè)務(wù)流程在理論上及實(shí)驗(yàn)條件下相對(duì)于舊的業(yè)務(wù)流程是有效的。能夠較明顯地降低客戶平均等待時(shí)間,改善柜員精神壓力,提升銀行網(wǎng)點(diǎn)服務(wù)面貌。
[Abstract]:With the improvement of people's living standard, financial knowledge and service consciousness over the past ten years has been on a plane, the bank counter service efficiency and service attitude have put forward new demands. Efficient service attitude and enthusiasm. And become represent the general trend of bank service counter business service personnel should take efficient service and good attitude and in the traditional counter business process, it is difficult to have both. Because the efficient service means the body and spirit is highly concentrated, people are not machines, must have the mood and burnout, service attitude will be greatly reduced. Therefore, counter business processes also need to be optimized to meet customers growing demand for banking services needs, at the same time to reduce the counter staff physical stress. The bank counter service is enthusiastic, and high compliance. This is the background and significance of this research. In this paper the first chapter In the second chapter lists the Chaoyang Branch of the postal savings bank of the existing main counter business processes, mainly use the flow chart way of expression. To counter business problem in the process of a simple description, the problem focuses on the process can further improve the processing speed and improve the attitude of the teller details, and wrong order process the transformation or restructuring. Specific measurement of these problems in the third chapter in the discovery process, and put forward the way to solve them. The third chapter is the key part of the application of Six Sigma and lean management theory, in strict accordance with the definition, measurement data, analyze the causes, process optimization, project control, replicated the steps of the postal savings bank Chaoyang Branch of the counter business process optimization. In some ways, the bank is also business services, good customer service is essential to a bank. 渚涙湇鍔＄殑涓諱綋鍙?qiáng)琚湇鍔＄殑瀹剑?

本文編號(hào)：1679125