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论文编号：	8242
作者编号：	2120132892
上传时间：	2016/6/4 15:28:17
中文题目：	A银行信用卡中心绩效评价方法改进研究
英文题目：	Research on the improvement of the performance evaluation method in A Bank Credit Card center
指导老师：	边泓
中文关键字：	绩效评价;平衡计分卡;短视行为
英文关键字：	The performance evaluation；Performance Evaluation；Short-sighted
中文摘要：	随着改革的深入，银行业面临的困境也越来越多，原有的经营模式已经不再适用新环境下银行发展的需要，也不能承担如伪基站等诈骗案件所带来的损失。转变发展模式，引入更好的管理体系，在不断被瓜分的信用卡产业中，最终赢得具有竞争优势的市场份额。然而在近几年的发展中，A银行信用卡中心的经营业绩开始下滑，优质客户流失严重，客户满意度下降，不良资产环比涨幅较大，员工流失严重。这些因素严重制约了A银行信用卡中心的发展，虽然A银行信用卡中心一直在努力完善，但成效甚微。 为了应对这些问题，本文通过案例分析，将A银行信用卡中心遇到的问题和A银行信用卡中心绩效评价的现状进行阐述。针对A银行信用卡中心出现的问题对比标杆企业，寻找差距。与标杆企业规模，制度等方面进行相比，寻找导致出现问题的根源，发现导致A银行信用卡中心出现问题的根源主要在绩效评价上。分析A银行信用卡中心绩效评价与A银行信用卡中心产生问题的因果联系。分析A银行信用卡中心绩效评价方法尽心改进的必要性和可行性，最后，通过设计平衡计分卡绩效评价方案，利用现有数据，对这一方案进行模拟运行，对比现有绩效评价结果，从而发现利用平衡计分卡绩效评价方法，更有利于关注现有问题的严重性，避免短视行为的产生，有利于解决现有的问题，对客户满意度，不良资产，员工工作积极性方面都可以起到显著的改善。最后，针对A银行的特点，对改进方案的实施设计了具体保障措施。 本文主要根据A银行信用卡中心现状进行分析研究，对A银行信用卡中心在日常工作中涉及到的问题具有针对性，并在一定程度上对完善A银行信用卡中心的绩效评价方法具有借鉴意义。
英文摘要：	With the deepening of the reform, the banking industry face more and more problem. Under the new environment, original management pattern of bank have not suitable for the needs of the development ,and the bank can not bear the loss brought by fraud cases such as pseudo base station. This need the banking industry try to transform development patterns and introduce the better management system,in order to achieve the competitive share of market.However,the rencent report display,the main bottlenecks of A bank Cerdit Card center are customer ensions,meanwhile the bad asset constently increase brought by the above reasons. Compared to peers, employees erosion is more serious, especially the loss of key staff. These factors restricts the suitainable development of A bank credit card center directly.Although A bank credit card center has been working hard to improve,the effect is disappointing. In order to deal with these problems, problems will be contrast with benchmarking enterprises, in this paper by means of case analysis. First of all, we through data analysis and benchmarking analysis and the differences between enterprises, found that the seriousness of the problems existing in A bank, found mainly due to the performance evaluation system, and then studied in A bank credit card center, A causal link between the original performance evaluation and existing problems, and the necessity of performance evaluation of the original transformation. Secondly, this paper further study of the way of performance evaluation, so as to found a way to use the balanced scorecard performance evaluation method, more conducive to solve the existing difficulties, can be very good to avoid short-term behavior, on customer satisfaction, increase non-performing assets on the staff's work enthusiasm can be a dramatic improvement. Finally, according to the specific characteristics of A bank, designed A set of evaluation index and weight of the balanced scorecard system. In this paper, according to research and analyze A bank credit card center, targeted, business is mainly covered by A line of credit card center involved in daily work, more conducive to the solution of the problem, and can to A certain extent, to perfect the relevant regulations of A line of credit card center.
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