|
With the development of the national social market economy, the financial sector is also growing prosperity. The bank is now more than just the place for people to save, but also the proportion of people place personal banking Investment banking is growing more and more attention by the bank. The four lines of leadership do want to take their personal banking domestic target. Kind of major line of personal banking, however, almost all, how to reflect their own advantages, which requires its own unique business processes, build respect for the customer, all for the sake of customers, efficient business processes, so as to enhance the bank core competitiveness, so in the fierce market competition in an invincible position. This paper is the study of the personal banking process reengineering optimized for overall bank recycling began in the eighties of the last century, many banks have implemented recycling successful case out failed. For personal banking business process reengineering studies have not been done related research, this paper tentatively recycling bank theory and business process reengineering thinking, applied to the personal banking business process reengineering. Personal banking only belong to a branch of the bank's overall business, but its importance is increasing its customer-facing window, the image of the flag of a foreign bank. The paper is divided into four chapters to explore to study personal banking business process reengineering optimization. Chapter 1 is an introduction, mainly talking about the background and significance of the thesis topic, select the topic is very practical significance, optimize existing processes to improve business process efficiency, reduce business processing time, shorten customer wait times and improve customer satisfaction degree, this series of very practical significance. Went on to the relevant research literature review, described the situation at home and abroad for nearly 30 years, describes the development theory proposed recycling from the bank to the whole process and then to gradually mature. Finally, Table v. ideas, structure and framework of this writing. Chapter 2 is an analysis of the theory. To banks' business process reengineering theory, each with its own advantages and disadvantages. In order to select a method suitable for this study theory, especially on the various methods were analyzed. Elaborated for the practical value of this paper, and to finalize this theory. The first is to determine the target process reengineering optimized for process optimization direction. However, the determination process reengineering target individual scholars have their own views, the views of the scholars in this comparative analysis, integrated their respective advantages determine process optimization goal in this article. Followed by the tool selection process modeling, process modeling tools used to analyze existing processes, identify its problems facilitate the subsequent process optimization. Once again, the process re-design, redesign what the theory as a guide, using what methods, the introduction of what other areas of process reengineering method, in this article, have done a more detailed exposition. Finally, to evaluate the new process, there are many indicators of performance evaluation, financial performance evaluation study more, less evaluation process, before it was used to detect process optimization results in queuing theory. But this paper is based on the time and customer satisfaction based process reengineering Evaluation. Chapter 3 main types of personal banking, processing chain are introduced, and the field data collected, filter out irregular data, invalid data, valid data for statistical analysis. In order to understand the classification of personal banking, general business processes, the acquisition time for each process. To determine exactly what business is the most pressing need for process optimization, design and lay a solid foundation for the optimization process of Chapter. Chapter 4 is the optimization of the design of the process in general will take a number, queuing, and handling these three aspects were optimized in the cabinet business, which focuses on the optimization of the business processes in the cabinet. Procedures in the cabinet business in accordance with the ideas put forward in the second chapter before optimization, which select report the loss of business as an example to be optimized. Loss reporting process reproduction process, and then using the ARIS modeling tool to determine the issue of the process, and then proceed to the re-design of the process, before final use in the evaluation of the new processes were evaluated. Finally, the optimized recommendations for personal banking business process reengineering, and full use of information technology, customer-centric, introduced the idea of ??integration in industrial engineering and pretreatment.
|