【摘要】：隨著人們對金融行業(yè)的需求日益提升,辦理的業(yè)務(wù)種類也日趨增多。特別是很多位于鄉(xiāng)鎮(zhèn)地區(qū)的農(nóng)村信用社,除了要提供傳統(tǒng)的存/取款、匯款、繳水電費、理財?shù)葮I(yè)務(wù)外,還肩負(fù)著醫(yī)保、社保等眾多社會服務(wù)職責(zé),這些需求使得其營業(yè)網(wǎng)點的柜臺服務(wù)壓力日益增大。再加上現(xiàn)在金融安全越來越被重視,銀行在業(yè)務(wù)流程上也變得越來越繁雜。隨著觸屏式取號排隊機(jī)的廣泛使用,客戶來到銀行后需要先取號,再等待柜員進(jìn)行叫號,也進(jìn)一步加劇了等待人員多的現(xiàn)象。因此,只有更好地提升叫號排隊的效率,更加科學(xué)地安排客戶的業(yè)務(wù)辦理、讓客戶在等待叫號的同時完成一些必要的準(zhǔn)備工作,才能更好地提高柜面的服務(wù)效率,提升服務(wù)的質(zhì)量。針對農(nóng)村信用社客戶服務(wù)現(xiàn)狀,本文展開了相關(guān)的研究,主要工作和成果如下:1.從信用社流程的要求和客戶操作便利性出發(fā),進(jìn)行了信用社業(yè)務(wù)預(yù)處理系統(tǒng)的功能與需求分析,為提高信用社客戶服務(wù)效率的叫號與預(yù)處理系統(tǒng)的設(shè)計提供了依據(jù)。2.設(shè)計實現(xiàn)了根據(jù)實際業(yè)務(wù)分類的前端取號系統(tǒng),并開發(fā)了與之對應(yīng)的具體業(yè)務(wù)自助填單預(yù)處理系統(tǒng),在優(yōu)化了取號的業(yè)務(wù)隊列的同時通過兩者的優(yōu)化配合,最大限度地利用客戶的排隊等候時間,通過預(yù)處理系統(tǒng)完成如自助填寫業(yè)務(wù)表單等準(zhǔn)備工作。3.設(shè)計和優(yōu)化了預(yù)處理系統(tǒng)前端數(shù)據(jù)庫和后端柜面業(yè)務(wù)處理數(shù)據(jù)/報表接口的交互流程,一方面加快了系統(tǒng)的處理速度,優(yōu)化了數(shù)據(jù)庫的資源占用,也降低了數(shù)據(jù)傳輸錯誤率,進(jìn)一步縮短客戶在柜臺辦理業(yè)務(wù)的時間,從而提高銀信用社整體服務(wù)效率。本文較為詳細(xì)地闡述了開發(fā)的信用社業(yè)務(wù)預(yù)處理系統(tǒng)、相關(guān)數(shù)據(jù)庫以及主要功能模塊的設(shè)計與實現(xiàn)的過程,以及系統(tǒng)的硬件組成與對應(yīng)的功能,并對主要業(yè)務(wù)模塊進(jìn)行了測試,測試結(jié)果初步達(dá)到預(yù)設(shè)目標(biāo)。今后將以此系統(tǒng)為基礎(chǔ),進(jìn)一步開發(fā)更為智能的自助式柜面服務(wù)系統(tǒng),最終實現(xiàn)無人式營業(yè)網(wǎng)點,提高信用社服務(wù)效率。
[Abstract]:With the increasing demand for the financial industry, the types of business are also increasing. In particular, many rural credit cooperatives located in villages and towns, in addition to providing traditional savings / withdrawals, remittances, water and electricity payments, financial management, and so on, also shoulder the responsibilities of many social services, such as health insurance, social security, and so on. These demands make the counter service pressure of its business branch increasing day by day. In addition, financial security is now more and more important, banks in the business process has become more and more complex. With the widespread use of touchscreen queue machines, customers need to pick up numbers first after coming to the bank, and then wait for teller to call numbers, which further aggravates the phenomenon of waiting for more people. Therefore, only by better improving the efficiency of the call queue, more scientifically arranging the customer's business, and allowing the customer to complete some necessary preparatory work while waiting for the call, can the service efficiency of the counter be improved better. Improve the quality of service. In view of the current situation of customer service in rural credit cooperatives, this paper has carried out related research, the main work and achievements are as follows: 1. Starting from the requirement of credit cooperative process and the convenience of customer operation, this paper analyzes the function and requirement of the credit cooperative business pretreatment system, which provides the basis for the design of the call number and pretreatment system for improving the customer service efficiency of credit cooperatives. 2. The front-end numbering system according to the actual service classification is designed and realized, and the corresponding service self-service filling-in pre-processing system is developed. The service queue of the fetching number is optimized at the same time through the optimization cooperation between the two. Make the best use of the customer's waiting time to complete the preparatory work such as self-help filling out the business form through the pre-processing system. 3. The interactive flow of pre-processing system front-end database and back-end counter service processing data / report interface is designed and optimized. On the one hand, the processing speed of the system is speeded up, the resource occupation of the database is optimized, and the error rate of data transmission is reduced. Further shorten the customer at the counter business time, thereby improving the overall service efficiency of the Bank Credit Union. This paper describes in detail the process of designing and realizing the pre-processing system of credit cooperative business, the related database and the main functional modules, as well as the hardware composition and corresponding functions of the system, and tests the main business modules. The test results reach the pre-set goal. In the future, based on this system, a more intelligent self-service counter service system will be further developed to achieve unmanned business outlets and improve the service efficiency of credit cooperatives.
【學(xué)位授予單位】：浙江工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：TP311.52

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