1 分类号，F276.5 学校代码，10697 密 级，公开 学 号，201732041 硕士专业学位论文 Dissertation for the Professional Degree of Master 中国建设银行 Y 支行员工流失及对策研究 学科名称，工商管理 专业学位类别，工商管理硕士 作者，杨丹 指导老师: 齐捧虎 西北大学学位评定委员会 二○一九年西北大学学位论文知识产权声明书 本人完全了解西北大学关于收集、保存、使用学位论文的规定。学校 有权保留并向国家有关部门或机构送交论文的复印件和电子版。本人允许 论文被查阅和借阅。本人授权西北大学可以将本学位论文的全部或部分内 容编入有关数据库进行检索，可以采用影印、缩印或扫描等复制手段保存 和汇编本学位论文。同时授权中国科学技术信息研究所等机构将本学位论 文收录到《中国学位论文全文数据库》或其它相关数据库。 保密论文待解密后适用本声明。 学位论文作者签名， 指导教师签名， 2019 年 5 月 25 日 2019 年 5 月 25 日 --------------------------------------------------------- 西北大学学位论文独创性声明 本人声明，所呈交的学位论文是本人在导师指导下进行的研究工作及 取得的研究成果。据我所知，除了文中特别加以标注和致谢的地方外，本 论文不包含其他人已经发表或撰写过的研究成果，也不包含为获得西北大 学或其它教育机构的学位或证书而使用过的材料。与我一同工作的同志对 本研究所做的任何贡献均已在论文中作了明确的说明并表示谢意。 学位论文作者签名， 2019 年 5 月 25 日摘要 I 摘要 银行一直以来以其高薪、体面、稳定而成为众多高校毕业生眼中的“金饭碗”。近 几年，随着我国经济下行压力增大、金融监管规范不断加强、利率市场化改革持续推进、 外资银行不断入驻、地方中小股份制银行异军突起、互联网金融市场颠覆性发展，业内 竞争日益激烈，国有商业银行面临着政策利好缩小、业绩下滑、工作压力增大、薪资下 降等问题，日益激烈的竞争还导致人才争夺战愈演愈烈，大批国有商业银行的优秀员工 被高薪与晋升条件吸引而纷纷跳槽离职，被戏称为“培训基地”的国有商业银行员工流 失现象严重。 中国建设银行 Y 支行近几年来员工流失问题比较严重，且流失员工大多是一些学历 层次高的青年业务骨干，这些员工的流失直接导致了客户资源和业务的流失、人力资本 投资损失、经营成本增加、整体士气下降等消极影响，威胁银行的稳健发展。人才是活 的资源，是创造性资源，是核心资源，拥有一支稳定的高素质员工队伍对商业银行发展 来讲至关重要。因此，为了保持市场竞争力，Y 支行必须要正视员工流失问题，提高人 力资源管理，减少和控制员工流失，稳定员工队伍，保持基础竞争力。 本文在对大量的人力资源理论和员工流失理论模型研究的基础上，对中国建设银行 Y 支行员工流失问题进行了比较系统的研究，整合分析过去三年的数据，梳理了员工流 失的现状、特点，总结了员工流失给支行发展造成的不利影响，从银行内部、社会外部 因素和员工个人因素三个方面分析了支行员工流失的原因，并在此基础上设计出留住员 工的方案以及方案执行的保障措施。同时还试图从中折射出新形势下我国银行业的发展 现状，为面临类似人才流失问题的银行提供一定程度的借鉴。 关 键 词 ，国有商业银行；人力资源管理；员工流失；流失成本 研究类型，应用研究西北大学硕士学位论文 II Abstract In the eyes of many college graduates,banks have always been the golden bowlwith their high salary, decent and stable. In recent years, with the downward pressure on China's economy, the strengthening of financial regulatory standards, the continuous reform of interest rate marketization, the continuous entry of foreign banks, the emergence of local small and medium-sized joint-stock banks, and the disruptive development of Internet financial markets, the competition in the industry has become increasingly fierce. Commercial banks are faced with problems such as narrowing policies, declining performance, increasing work pressures, and falling wages. The increasingly fierce competition has also led to a growing competition for talents. A large number of outstanding employees of state-owned commercial banks have been attracted by high salaries and promotion conditions. The loss of employees of state-owned commercial banks, dubbed the “training base”, is serious. In recent years, the loss of employees in CCB Y Branch has been serious, and most of the lost employees are backbones of young people with high academic qualifications. The loss of these employees directly leads to the loss of customer resources and business, loss of human capital investment, and increased operating costs. The negative impact of overall morale decline threatens the steady development of banks. Talents are the core resources for the development of commercial banks. In order to maintain the market competitiveness of the sub-branches, we must face up to the problem of employee turnover, strengthen human resource management, stabilize the workforce, and reduce and control employee turnover. Based on a large number of human resource theory and employee turnover theory models, this paper makes a systematic study on the employee turnover of China Construction Bank Y Branch, and statistically sorts out the data of the employees who have left the company in the past three years, and analyzed the employees. The current situation and characteristics of the loss and the adverse effects of employee turnover on the development of the sub-branch analyze the reasons for the loss of the employees of the sub-branches from three aspects: internal bank, social external factors and personal factors of employees. On this basis, the plan for retaining employees is designed. And safeguards for programme implementation. At the same time, it also tries to reflect the development status of China's banking industry under the new situation, and provides a certain degree of reference for banks facing similar brain drain摘要 III problems. K ey W or d s ，State-owned commercial bank;Human resource management;Brain drain； Loss of cost Research Type，Applied research西北大学硕士学位论文 IV 目 录 摘要...................................................................................................................................I ABSTRACT.......................................................................................................................II 目 录................................................................................................................................IV 第 1 章 导论.......................................................................................................................1 1.1 选题背景及意义.......................................................................................................1 1.2 研究对象及解决问题...............................................................................................2 1.3 研究方法...................................................................................................................2 1.4 研究框架及思路.......................................................................................................3 第 2 章 理论基础...............................................................................................................4 2.1 基本概念界定...........................................................................................................4 2.1.1 人才....................................................................................................................4 2.1.2 银行业人才........................................................................................................4 2.1.3 人才流失............................................................................................................5 2.2 员工流动理论...........................................................................................................5 2.2.1 勒温的场论........................................................................................................5 2.2.2 卡兹的组织寿命理论........................................................................................6 2.3 人才流失理论...........................................................................................................6 2.3.1 马奇-西蒙参与者决定模型..............................................................................6 2.3.2 莫布雷中介链模型............................................................................................7 2.3.3 普莱斯模型........................................................................................................7 2.4 激励理论...................................................................................................................8 2.4.1 内容激励理论....................................................................................................8 2.4.2 过程激励理论....................................................................................................8 2.5 文献综述...................................................................................................................9 2.5.1 宏观整体视角....................................................................................................9 2.5.2 员工类别视角..................................................................................................10 第 3 章 中国建设银行 Y 支行员工流失现状分析........................................................11摘要 V 3.1 公司简介.................................................................................................................11 3.1.1 Y 支行组织结构概况......................................................................................11 3.1.2 Y 支行人力资源概况......................................................................................11 3.2 Y 支行员工流失现状.............................................................................................13 3.2.1 流失员工的性别结构......................................................................................13 3.2.2 流失员工的年龄结构......................................................................................13 3.2.3 流失员工学历结构..........................................................................................14 3.2.4 流失员工工作年限..........................................................................................14 3.2.5 流失员工岗位结构情况..................................................................................15 3.3 员工流失成本.........................................................................................................16 3.3.1 直接损失..........................................................................................................16 3.3.2 业务及客户的流失..........................................................................................16 3.3.3 打击内部凝聚力..............................................................................................16 3.3.4 银行形象受损..................................................................................................17 第 4 章 中国建设银行 Y 支行员工流失原因分析........................................................18 4.1 中国建设银行 Y 支行员工满意度调查................................................................18 4.1.1 调查问卷设计..................................................................................................18 4.1.2 问卷数据分析..................................................................................................18 4.2 中国建设银行 Y 支行员工流失原因分析............................................................20 4.2.1 银行内部因素..................................................................................................21 4.2.2 外部环境因素..................................................................................................25 4.2.3 员工个人因素..................................................................................................25 第 5 章 中国建设银行 Y 支行留住员工方案设计........................................................27 5.1 设计原则.................................................................................................................27 5.1.1 薪酬激励制度改进原则..................................................................................27 5.1.2 培训制度改进原则..........................................................................................27 5.2 设计思路.................................................................................................................28 5.2.1 薪酬激励制度设计新思路..............................................................................28 5.2.2 培训制度设计新思路......................................................................................28 5.3 方案内容.................................................................................................................28西北大学硕士学位论文 VI 5.3.1 优化薪酬分配机制..........................................................................................28 5.3.2 优化绩效考核体系..........................................................................................29 5.3.3 完善激励机制..................................................................................................30 5.3.4 合理规划员工职业生涯发展..........................................................................31 5.3.5 营造良好的企业文化......................................................................................32 5.3.6 完善员工培养机制..........................................................................................33 5.4 保障措施.................................................................................................................35 5.4.1 组织制度保障..................................................................................................35 5.4.2 文化环境保障..................................................................................................35 5.4.3 激励体系保障..................................................................................................35 5.4.4 民主参与保障..................................................................................................36 第 6 章 结论.....................................................................................................................37 6.1 基本结论.................................................................................................................37 6.2 局限性及下一步的工作........................................................................................37