当企业营运因遭受到灾难而无法提供日常的服务与运作时，随之会对企业造成 有形或无形上的损失。纵观全球，近年来各地发生的爆炸、战争、传染病、飓风、 水灾或干旱等天灾人祸彻底引起了全社会对于风险管理的重视。特别是今年，在全 球范围内爆发的COVID-19传染性病毒，让世界各国、各行各业重新刷新了对风险 管理的认知，然而这一切都是拜惨痛代价所换取的经验教训。 本论文以H商业银行作为研究样本，首先通过内外部环境分析模型识别了当今 国际上，对业务连续性管理课题的研究现状以及未来发展的趋势。同时，通过采用 了专题访谈及问卷调查的方法，并结合参考了PDCA及BCMS的理论体系，透彻地 分析了H商业银行业务连续性战略制定过程中所遇到的问题和挑战，进一步提出H 商业银行在员工意识培训、风险识别分类、业务影响分析、新科技应用上具体存在 的问题，辅以相应的量化统计方法对问卷收集到的数据进行了分析和剖析，最后， 结合BCMS和PDCA的原理，提出了H商业银行需要对风险种类的评估并进行更 加详细的分类，并重新定义风险带来的危害级别，丰富灾后恢复的方法。同时，也 提出从加强业务影响分析，从银行业务及科技人员的培训入手，加强优化方案设 计。最后，提出了H商业银行的整体组织结构优化、调整、及人力资源的加强管 理，为方案的顺利实施构建出完善的保障措施。 通过研究并查阅了国内外有关业务连续性的相关资料，本文有针对性地进行了 归纳总结和借鉴，从而更全面地、客观地了解并掌握了所研究的课题所涉及的相关 知识体系。同时再结合一些H商业银行的内部数据，对H商业银行的业务连续性提 出了一些务实的见解和实施方案，期待借此方案的实施能更好的提升H商业银行在 所属行业的竞争力。 关键词：BCM；商业银行；业务连续性；优化管理 III Abstract When an enterprise cannot provide daily services and operations due to disasters, it will cause tangible and intangible losses. In recent years, the global response to natural disasters such as explosions, wars, infectious diseases, hurricanes, floods or droughts has completely restored our awareness of risk management. The world suffered from the invasion of the covid-19 virus in 2020, which has renewed the awareness of risk management in all walks of life around the world. However, all of these are experience gained by the tragic cost. This paper takes H Commercial Bank as an example, this paper firstly identifies the current situation and future development trend of business continuity in the international banking industry through the internal and external environment analysis model. At the same time, it makes a brief introduction, adopts the comparative method, refers to the theoretical system and practical method of PDCA and BCMS in detail, and thoroughly analyzes the strategic system of business continuity in the enterprise Problems and challenges encountered in the process. Combined with H Commercial Bank's problems in business impact analysis and risk identification and classification, the BCM awareness of H commercial bank's employees is analyzed, finally, according to the principle of PDCA, this paper puts forward a detailed classification of risk types assessment, redefines the hazard level brought by risk, enriches disaster recovery methods, and strengthens the industry After that, the paper puts forward a perfect guarantee measure for the implementation of the plan, which combines the adjustment and optimization of the overall organizational structure of the enterprise and the strengthening of human resource management. This paper studies and consults the relevant data of business continuity at home and abroad, and makes a targeted integration, summary and reference, so as to understand and master the research topics more comprehensively and objectively. At the same time, it combines some information of the same industry and the internal data of H Commercial Bank puts forward practical opinions and implementation plans for the business IV continuity of H Commercial Bank, so as to better enhance the competitiveness of H Commercial Bank in the industry. Keywords：BCM; Commercial Bank; Business Continuity; Optimize Management 目录 致谢................................................................................................................................. I 摘要 ............................................................................................................................... II Abstract ......................................................................................................................... III 第1章 绪论 .................................................................................................................. 1 1.1研究背景及意义 ................................................................................................. 1 1.1.1研究的背景 .............................................................................................. 1 1.1.2研究意义 .................................................................................................. 4 1.2国内外研究现状 ................................................................................................. 5 1.2.1国外研究现状 .......................................................................................... 5 1.2.2国内研究现状 .......................................................................................... 8 1.2.3国内外研究现状评述 ............................................................................ 11 1.3业务连续性管理定义及相关理论 .................................................................... 12 1.3.1业务连续性管理定义 ............................................................................ 12 1.3.2业务连续性管理相关理论 .................................................................... 13 1.3.3理论在本文的应用 ................................................................................ 14 1.4研究内容与技术路线 ......................................................................................... 15 1.4.1研究内容 ................................................................................................ 15 1.4.2研究技术路线 ........................................................................................ 15 1.5 研究的方法与创新点 ....................................................................................... 17 1.5.1研究的方法 ............................................................................................ 17 1.5.2本文的创新点 ........................................................................................ 17 第2章 H商业银行业务连续性现状与环境分析 .................................................... 19 2.1 H商业银行现状分析 ....................................................................................... 19 2.1.1 公司简介 ............................................................................................... 19 2.1.2 公司业务现状 ....................................................................................... 19 2.2 H商业银行业务连续性SWOT分析 ............................................................. 22 2.2.1优势分析(Strengths) ................................................................................ 23 2.2.2劣势分析(Weaknesses) ............................................................................ 23 2.2.3 机会分析(Opportunities) ........................................................................ 25 2.2.4 威胁分析(Threats) .................................................................................. 26 第3章 H商业银行业务连续性管理问题综合分析 ................................................ 28 3.1 业务连续性管理访谈 ...................................................................................... 28 3.1.1 BCM团队访谈 ........................................................................................ 28 3.1.2业务基层员工访谈 .................................................................................. 29 3.2业务连续性问卷调查分析 ................................................................................ 29 3.2.1问卷调查设计 .......................................................................................... 29 3.2.2问卷调查结果 .......................................................................................... 30 3.3 H商业银行业务连续