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MBA硕士论文_H银行对公客户经理绩效考核管理研究DOC

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更新时间:2018/5/27(发布于山东)

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文本描述
摘要
如何在激烈的市场竞争中提升核心竞争力、提高管理绩效并降低经营成
本,已经成为当前我国银行等金融机构共同面临的经营问题。本文通过对 H
银行对公客户经理绩效考核管理方案进行优化,对于商业银行提升业务水平、
强化竞争力具有一定指导意义

本文通过对 H银行对公客户经理绩效考核管理研究目的以及意义和国内
外研究现状的分析与评述,探讨了 H 银行对公业务发展现状和对公客户经理
的绩效考核管理现状,并总结了 H 银行目前在对公客户经理绩效考核管理方
面存在的问题,包括对公客户经理绩效考核管理效率偏低、对公客户经理绩
效考核管理体系设置不完善、对公客户经理绩效评估体系中指标权重设置不
合理等。随后,从内部成因和外部成因两个进行了分析。其次,本文在平衡
计分卡思想指导下,从财务维度、客户维度、学习与成长维度、内部运营维
度四个方面对 H 银行对公客户经理绩效考核管理体系指标进行了分析,并选
取了 22 个二级指标。财务维度包括月均模拟利润、对公存款业务模拟利润等
6 个二级指标,客户维度设计了公司客户留存率、公司客户净增数量、公司
客户投诉率等 5 个二级指标,学习与成长维度包括内部岗位资格认证、行内
外培训学习成绩等 4 个二级指标,内部运营维度则包括经济责任事故发生次
数、客户档案管理规范程度等 7 个二级指标。再次,在此基础上,利用层次
分析法构造判断矩阵,对各指标的权重进行分析,从而判断出重要指标。其
中,由于财务维度中的有关指标在绩效评估中所占权重高、对绩效结果影响
大,是 H 银行对公客户经理需要重点提升的绩效指标。最后,本文针对如何
保障 H 银行对公客户经理绩效考核管理优化方案,从人员保障、制度保障、
信息科技保障、外部保障四个方面提出了相关的保障措施

通过对 H 银行对公客户经理绩效考核管理的研究,期望对提升 H 银行对
公客户经理业务水平、强化 H 银行的行业竞争力提供参考方案

关键词:商业银行;对公客户经理;绩效考核管理;平衡计分卡哈尔滨工业大学工商管理硕士学位论文
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Abstract
How to improve core competitiveness, improve management performance
and reduce operating costs in the fierce market competition have become the
operational problems of financial institutions are currently facing. The
improvement of performance assessment for company account managers in H
bank is of a certain significance in enhancing the level of business, and
strengthening the competitiveness of commercial banks.
Firstly, based on the literature review, the paper discussed the current
situation and the status of the performance assessment in H Bank, and
summarized H Bank’s management problems in the process of manager
assessment. Problems in H bank include low performance of company account
managers, unreasonable index and weight in assessment, etc. Both internal
causes and external causes were analyzed as well. Secondly, under the guidance
of Balanced Scorecard, four dimensions were analyzed including financial
dimension, customer dimension, learning and growth dimension, internal
operations dimension. 22 secondary indicators were chosen. Financial dimension
has 6 secondary indicators including simulation profit per month, company
customer profit, etc. Customer dimension has 5 secondary indicators, including
company customer retention rate, company customer complaint rate, etc.
Learning and growth dimension has 4 secondary indicators including internal
post qualification, training results, etc. Internal operations dimension has 7
secondary indicators including number of economic accidents, customer file
management situation, etc. Thirdly, the method of Analytic Hierarchy Process
(AHP) were used to determine the weights of each indicator, and the key
indicators can be distracted. Indicators in financial dimension has the highest
weights, ann these indicators can be considered as key indicators in assessment.
Finally, countermeasures on how to make sure the optimized performance
assessment scheme were brought forward. Countermeasures including human
resource, institutiona system, information technology, and external guarantee
were discussed.
Through the research on the performance management of the public bank哈尔滨工业大学工商管理硕士学位论文
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account manager of H bank, it is of great significance to enhance the bank H &39;s
business level and strengthen the bank&39; s industry competitiveness.
Keywords: Commercial Bank, company account manager, performance assessment
management, Balanced Scorecard哈尔滨工业大学工商管理硕士学位论文
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目 录
摘要.......I
Abstract..II
第 1 章 绪 论.....1
1.1 研究背景..1
1.2 研究目的与意义.2
1.2.1 研究目的.......2
1.2.2 研究意义.......2
1.3 国内外研究现状.3
1.3.1 国外研究现状..........3
1.3.2 国内研究现状..........4
1.3.3 国内外研究现状评述......... 5
1.4 主要研究内容......6
1.5 研究方法..7
第 2 章 H 银行对公客户经理绩效考核管理现状及问题分析......8
2.1 H 银行概况..........8
2.2 H 银行对公客户经理绩效考核管理现状分析..........8
2.2.1 H 银行对公业务发展现状.8
2.2.2 H 银行对公客户经理管理现状..10
2.3 H 银行对公客户经理绩效考核管理问题分析........12
2.4 H 银行对公客户经理绩效考核管理问题成因分析...........13
2.4.1 绩效考核管理问题内部成因分析..........13
2.4.2 绩效考核管理问题外部成因分析..........16
2.5 本章小结17
第 3 章 H 银行对公客户经理绩效考核管理方案优化.... 18
3.1 H 银行对公客户经理绩效考核管理方案优化原则及思路..........18
3.1.1 优化原则.....18
3.1.2 优化思路.....18
3.2 基于平衡计分卡的H银行对公客户经理绩效考核管理体系优化..........19
3.2.1 财务维度.....19
3.2.2 客户维度.....21哈尔滨工业大学工商管理硕士学位论文
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3.2.3 学习与成长维度....22
3.2.4 内部运营维度........22
3.3 H 银行对公客户经理绩效考核管理体系构建........24
3.3.1 绩效考核管理体系构建...24
3.3.2 管理指标权重确定25
3.4 本章小结29
第 4 章 H 银行对公客户经理绩效考核管理优化方案的保障措施.......30
4.1 人员保障措施... 30
4.1.1 增加对公客户经理数量...30
4.1.2 提高对公客户经理的责任感