GS银行个人金融业务流程分析与优化.pdf

GS 银行个人金融业务流程分析与优化 ii Thesis Submitte d to Hebei University of Technology for The Master Degree of Business Administration THE PROCESS ANALYSIS AND OPTIMIZATION ABOUT PERSONAL FINANCIAL BUSINESS OF GS BANK by wanghaojie Supervisor: ionglihua November 2011 河北工业大学工商管理硕士(MBA) 学位论文 i GS银行个人金融业务流程分析与优化摘要现代管理学研究发现,业务流程是商业银行的重中之重。就我国商业银行与世界先进同业的比较来看,差距不仅体现在资本、利润、产品、科技等有形的资源方面,以及战略管理、人力资源管理和风险内部控制等管理方面,而且还体现在运营机制和组织架构等流程性因素方面。我国商业银行最大的缺陷就是业务流程方面的缺陷,尽快实现“部门银行”向“流程银行”的转变是我国商业银行的当务之急。银行排队难问题由来已久,我国银行体系仍然实行传统的职能式组织体系,各部门间业务流程不衔接,效率低, 造成客户办理业务的时间被人为延长。近年来,我国的各大国有银行都加强了操作风险的控制,完善了个人金融业务操作制度和流程,日益完善的内控机制在堵塞风险的同时, 也增加了业务授权与审批环节,影响了业务处理速度。当今的时代是变革的时代,优化和完善个人金额业务流程,全面推进以客户为中心的服务体制是银行发展的必由之路。本文的出发点是以 GS银行长期发展战略需要,同时以价值增值流程的再造为中心, 打造合理的个人金融业务处理流程,以期达到适应日益加剧的竞争和满足不断变化的客户需求的目的。针对 GS 银行个人金融业务竞争环境和顾客需要的变化,对个人金融业务流程进行彻底的重新设计和根本性的思考,重新设计信息技术的基础架构,最大限度的发挥信息技术的开发能力,再造新的个人金融业务流程。本文对 GS银行个人金融业务处理流程的案例展开深入分析,首先研究流程问题的逻辑关系,简化业务流程; 其次本着以客户为中心的原则,以满足客户需要和加强风险控制为出发点,区分不同的客户群, 将市场营销与业务管理相结合,设计多样化的业务流程版本。关键词:客户排队, GS银行,个人金融业务,业务处理流程,优化 GS 银行个人金融业务流程分析与优化 ii THE PROCESS ANALYSIS AND OPTIMIZATION ABOUT PERSONAL FINANCIAL BUSINESS OF GS BANK ABSTRACT As Modern Management Research shows, business process is a lifeline of the bank. Compared with the advanced level in the world, China’mercial bank has a gap in not only physical recourses a nd qualification, such as capital, profits, products, technology etc. and in Management Aspects, such as strategy, human resources and risk and so on but also a gap in the process of operational mechanism anizational system. Customers’ lining up ha s long been a problem. Recently, most nationalized banks have strengthened the control of operational risk and consummated the system and process of personal financial service. That inner control mechanism has increasingly improved has not only blocked the risk and increased the chances of Transaction Authorization and the links in examination and approval, influen