XX农村商业银行“VIP金融服务”外包的对策研究(硕士)(论文39000字)
中文摘要
中国银行业在国民经济中占有重要地位，是国家的重要经济支柱。中国银行业不仅面临国内竞争，而且随着中国加入WTO后银行业的对外开放，国外银行逐步到中国开设分支机构，逐步经营人民币业务，国际间的竞争也在加剧。这无疑使得我国的银行在现有的竞争压力下，要面对来自国外的更加激烈的竞争环境，对于银行的未来发展提出了更高的要求。
我国现有农村商业银行实际情况而言，农村银行业金融机构服务中存在年龄老化、人员素质低等多种问题。一些窗口临柜人员服务态度很差，对待客户通常都很冷淡，甚至经常对办理业务的农民大吵大吼，同时大多数员工安于现状、保守求稳的心态导致其经营核算意识不强，业务工作开拓性较差，不能积极主动地去寻找金融创新的切入点，而更多地是应付上级考核检查。所以业务品种创新比较欠缺，难以满足客户的多元化的融资需求。除此之外，整体业务技术含量低、结算手段落后是农村银行业金融服务落后的显著特征，严重制约了农村金融的业务发展速度。由于近几年农村进城务工人员增多，以及国家各种惠农政策的落实，广大农村地区对银行业金融服务特别是支付结算服务的需求越来越大。而农村地区结算方式单一，基层农村社的结算方式主要是电汇、信汇，票据以现金支票结算为主，延缓了资金的支付结算速度。并且在产品的设计上从自身的风险防范和业务流程上考虑较多，对客户的需要和方便考虑少，现有产品针对性不强。
对此，本文针对中国银行的发展现状为研究对象，在相关理论知识的基础上，对XX农村商业银行“VIP金融服务”外包管理的现状做进一步的探讨，并通过对发展现状的分析，从中找出现阶段XX农村商业银行“VIP金融服务”外包管理过程中存在的一些问题，比如说，对外包风险管理认识不够深刻、内控监测数据的准确性、完整性差、银行人员素质需要提高等等；然后针对XX农村商业银行“VIP金融服务”外包管理问题的存在，找出其存在的原因，最后针对这些存在的问题和原因，试图提出一些相对应的对策建议。
通过本文的研究分析认为，XX农村商业银行“VIP金融服务”外包的内容多样，发展前景较好，但仍存在不足。应开拓思路实行银行服务的创新发展策略。丰富并优化金融外包服务产品的品种结构，扩大服务覆盖面，增强投资的时间结构和配置结构的灵活性。要完善营销体制机制，打造专业专注的营销服务团队，创新服务营销路径，树立正确的服务营销理念，加快服务营销工作转型，重视服务营销工作管理，健全完善客户管理体系，改革服务组织，再造服务流程，实施差别化服务，突出特色服务，完善员工激励机制，强化服务质量监控，培育服务营销文化，打造良好的品牌形象。并且在不断完善XX农村商业银行内部治理结构与员工综合素质的基础上，进一步强化与服务供应商之间的关系，建立良好的合作互信、长效的沟通机制，营造良好的合作环境。
关键词：农村商业银行；金融服务；金融服务外包；沟通机制；服务质量
Abstract
Chinese Banking industry holds the important status in the national economy, is the national important cornerstone. Not only Chinese Banking industry faced with domestic competition, moreover joins WTO after China banking industry's opening to the outside world, the overseas bank arrives Chinese Start Branch office gradually, manages the Renminbi service gradually, the international competition is also intensifying. This causes our country's bank without doubt under the existing competition pressure, must face comes from the overseas even more keen competition environment, set a higher request regarding the bank future development.
Actual circumstances of rural commercial banks in China, rural banking services in the aging and low quality of personnel problems. Windows Pro cabinets very poor staff service attitude, treating customers are normally very cold, even peasants roared to transact business, while most employees complacent and conservative mindset of pursuing stability leading to their awareness of management accounting is not strong, less-business development, does not actively take the initiative to find the entry point for financial innovation, and more to cope with the superior check to check. Business innovation lacks variety to meet the diversified financial needs of customers. In addition, the overall business is low-tech, poor settlement means behind the outstanding characteristics of rural banking services, severely restricted the operations of rural financial development. As more rural migrant workers in recent years, as well as the implementation of various government policies, banking services in rural areas and in particular increasing demand payment and settlement services. Rural settlement to a single, grass-roots rural social settlement mainly through wire transfer, mail transfer, bills to cash cheques, delaying the disbursement of settlement velocity. And from our own risk in product design and business process to consider more, less necessary and convenient for the customer to consider existing products targeted is not strong.
In view of this, and this for Bank of China's development as the object of study in the relevant theoretical knowledge, on the basis of the XX County Rural Commercial Bank "VIP financial services outsourced management of the status quo should be further explored and, through the development of the situation analysis to identify at this stage XX County rural commercial bank "VIP financial services outsourcing management in the course of a number of issues, for example, outsourced risk management awareness deep enough, the surveillance data of the accuracy, integrity, and bank personnel quality needs to be improved, and so on; and then for XX County rural commercial bank "VIP financial services outsourced management of the problem, find out the reason for the existence of, and for the existence of the problem and the cause, attempt to make some relative to the recommendations for countermeasures.
Through the research and analysis that XX County Rural Commercial Bank "VIP financial services, outsourcing of varied, and the prospects for development are good, but there are still insufficient. You should explore the idea of banking services innovation and development policies. Rich and optimize the financial outsourcing services product of the variety structure, increase in service coverage, enhanced investment of time structure, and Configuration Structure of flexibility. To refine the marketing structures and mechanisms, create a professional focus on the Marketing Services team, and innovative services marketing path, and a correct service marketing ideas, and speed up services marketing the transition, emphasis on service marketing management, and improve the management system, and reforming the service organizations, recycling service processes, and implement a differentiated service, highlight featured services, and to improve employee incentive mechanisms to enhance service quality monitoring and nurturing Services Marketing culture, and creating a good brand image. And the continuous improvement XX County Rural Commercial Bank internal governance structure and staff the quality of the infrastructure, and further strengthen the service vendor relationships, and to build up good cooperation mutual trust, a long-lasting mechanism of communication, and create a good environment for cooperation.
Keywords：Rural banks; financial services; financial services outsourcing; communication; quality of service
目 录
第1章 导论 1
1.1研究背景 1
1.2 研究目的和意义 2
1.3 文献综述 2
1.3.1 国外研究现状 2
1.3.2国内发展现状 3
1.4研究内容 5
1.4研究方法 6
1.5.1理论研究法 6
1.5.2文献法 6
1.5.3实证分析法 6
第2章 相关概念的界定及理论 7
2.1 “VIP金融服务”外包的含义 7
2.2 “VIP金融服务”外包的类型 7
2.3 劳动分工理论 8
2.3.1 劳动分工概述 8
2.3.2劳动分工的好处 9
2.3.3 劳动分工的缺陷 9
2.4 劳动价值理论 9
2.5 比较优势理论 10
第3章 菏泽市XX农村商业银行“VIP金融服务”外包的现状分析 11
3.1 菏泽市XX农村商业银行简介 11
3.2 菏泽市XX农村商业银行“VIP金融服务”外包的现状 13
3.3 菏泽市XX农村商业银行“VIP金融服务”外包情况的调查分析 13
3.3.1 我国现有金融服务外包发展情况 13
3.3.2 XX农村商业银行“VIP金融服务”外包情况 14
3.4分析结果 15
第4章 菏泽市XX农村商业银行“VIP金融服务”外包存在的主要问题 16
4.1外包管理流程单一 17
4.2外包服务质量差 17
4.3外包服务存在风险 18
4.3.1 来自外包服务供应商的风险 19
4.3.2来自农村金融机构自身的风险 19
4.4缺乏良好的沟通交流机制 20
第5章 菏泽市XX农村商业银行“VIP金融服务”外包存在问题的原因分析 21
5.1 缺乏外包管理规范性 21
5.1.1外包管理流程标准不一 22
5.1.2外包的内容控制有限 22
5.2 外包管理监管不足 23
5.2.1缺乏有效的监管体系 23
5.2.2造成了外包服务质量或成本控制难度大 23
5.2.3外包服务商服务水平不理想 24
5.2.4内控监测数据的准确性、完整性差 25
5.3“VIP金融服务”承包商潜藏的风险 25
5.3.1风险管理与实际发展脱节 25
5.3.2服务意识不到位 26
5.3.3 公司机制不合理 26
5.3.4 缺乏规范的金融服务管理体系 27
5.3.5缺乏有效的内控风险监督和执行力度 28
5.4 银行人员素质不高 28
第6章 菏泽市XX农村商业银行“VIP金融服务”外包的对策 29
6.1 规范外包管理模式，严控外包内容 30
6.1.1规范外包管理流程 30
6.1.2控制外包的内容 32
6.2 建立有效的外包监管体系，提高外包服务商服务水平 32
6.2.1建立“对口”式监管体系 32
6.2.2制定科学合理的监督与考核制度 34
6.2.3建立外包服务商的服务测评计划 34
6.2.4严格监管责任制 35
6.3 对外包服务存在风险的控制 35
6.3.1 农村金融机构加强全流程风险管理 35
6.3.2 加强农村金融服务外包业务配套机制建设 36
6.3.3构造增值化、一体化、标准化和多样化的业务流程 36
6.4建立有效地沟通机制，营造良好的合作环境 37
6.4.1农商行与服务商要建立有效沟通机制 37
6.4.2营造良好的合作环境 38
6.5 强化人力资源管理体系 39
6.5.1 公开化管理 39
6.5.2 减少银行内任人唯亲现象 39
6.5.3 营造良好的职业规划及文化氛围 40
第7章 研究结论 41
7.1研究结论 41
7.2未来展望 41
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