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论文编号：	4557
作者编号：	2220100728
上传时间：	2012/9/18 14:36:14
中文题目：	中国工商银行青岛市分行标杆网点建设研究
英文题目：	Research on Benchmarking Network Construction of ICBC Qingdao Branch
指导老师：	薛有志
中文关键字：	关键词：青岛工行，标杆网点建设，服务管理，流程再造，绩效合约
英文关键字：	Key words：ICBC Qingdao Branch, Benchmarking Network Construction, Service Management, Business Process Reengineering, Performance Contract
中文摘要：	在当前金融同质化竞争加剧、金融消费层次逐步升级的趋势下，银行间的市场竞争已从产品、价格的单一要素角逐全面演变为服务品质的综合较量。优质的服务越来越成为现代银行业核心竞争力不可或缺的重要组成部分。作为国内银行业的典型代表，中国工商银行充分认识到当前服务改进工作所面临的严峻形势和艰巨任务，不断尝试和实行各项服务提升规划，集中解决服务工作中的突出问题，不仅力求在较短的时间内使服务面貌和客户体验有个大的改观，而且要有决心成为中国服务最好的银行。在这种情况下，标杆管理作为一种学习先进经验的系统、科学、高效的方法，在企业管理中得到了广泛的应用。为此，中国工商银行青岛市分行（以下简称“青岛工行”）正式引入标杆管理理念，于2010年5月开始实施标杆网点建设项目，以改革流程为重点，建立以客户为中心的业务流程体系，大力推动网点由业务受理型向营销服务型转变，致力于打造当地客户满意度最高和客户首选的银行。本文在深入研究国内外标杆管理和企业应用情况的基础上，结合青岛工行服务工作的现状、目前存在的主要问题和标杆管理在网点建设的必要性和可行性，对青岛工行标杆网点建设项目实施与设计情况进行实证分析，提出存在的问题，并阐述对这些问题的产生原因及改进措施的一些思考。本文研究的结论是：在商业银行经营转型的过程中引入标杆管理方法不仅可行而且非常必要。标杆网点建设是青岛工行在经营模式探索过程中应用的一种比较理想的管理方法和发展模式，具有较强的适用性和借鉴意义，为今后商业银行推行标杆管理提供了理论依据和路径选择。
英文摘要：	With the trend of stiff competition due to financial homogenization and escalation of financial consumption level, the market competition among banks has changed from single element, such as product, price competition etc. to comprehensive competition of overall quality service. Quality service of modern banking industry becomes an indispensable important component of core competitiveness. As a typical representative of the domestic banks, ICBC is fully aware of the grim situation and the arduous tasks that the current service improvement work is facing now, and constantly tries executing effective planning of service promotion focusing on solving main problems in the work of service. ICBC is trying to make service and customer experience has a big change in short time, and has the determination to become China's best bank in service. In this case, as a systematic, scientific, effective method of learning advanced experiences, benchmarking is widely used in the management of enterprises. Therefore, ICBC Qingdao branch formally introduced the philosophy of benchmarking management concept, and started the project of benchmarking network construction in May 2010. The project took the process reengineering as the focus, to set up customer-centric business process system. ICBC Qingdao branch is vigorously promoting the model of the networks changing from business acceptance to marketing and service, committing to create a bank which is most satisfied and fist preferred by customers. This paper is completed on the basis of deep research on benchmarking management and its application of enterprises, by studying on present service situation and main problems of ICBC Qingdao branch, analyzing the necessity and feasibility of the benchmarking management in the network construction. This paper will give empirical analysis on the design and implementation of benchmarking network construction project, put forward the existing problems, and elaborate on the causes and resolutions of these problems. The conclusions of this study are: during the process of development transformation of commercial banks, the introduction of benchmarking management method is very feasible and necessary. The benchmarking network construction is a kind of ideal management method and development mode in the process of probing into development transformation of ICBC Qingdao branch with strong applicability and demonstration. The research on benchmarking network construction will provide theoretical basis and path selection for other commercial banks which are willing to carry out benchmarking management in the future.
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