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MBA硕士毕业论文_都农商银行Q支行柜员职业素质调查研究

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I 摘要 随着社会经济的发展、信息技术的广泛应用,利率市场化的趋势下,商业银 行面临前所未有的创新变革局面,重新调整运营模式,积极应对市 场激烈的行业 竞争。在经济可持续稳增长的环境下,商业银行纷纷探索运营新模式,这样一来, 传统型发展模式对于人才的忽视问题开始显露。以往的企业环境里,银行职员的 积极性难以被调动,无法实现个人价值最大化。随着市场的竞争核心转向人才的 竞争,企业开始注重自身管理模式的提升,以保证人才的留存率。同时通过各种 方式提升职员综 合素养,不断适应市场新需求。在我国,银行业经过“黄金十年” 的快速发展期后,传统银行的服务模式已经无法满足客户的需求,人工智能与大 数据的结合,加速了银行业向 “智能化”转型,为客户提供丰富的产品和良好体验的 同时,对柜面工作人员的要求也逐渐提升,只有提升服务和运营的效率,才能保 持良好的竞争力。银行柜员作为企业的基 层员工,同时也是面对客户的第一接触 人,职业素质代表着银行的形象,因此,了解柜员所需的职业素质,不断的提升 和发展,给商业银行带来新的发展动力。 本文以成都农商 银行 Q 支行柜员作为切入点,针对职业素质评价问题进行问 卷调查,通过整理相关数据,进行定量、定性、比较等研究方法,阐述和分析了 成都农商银行 Q 支行柜员职业素质 现状,为成都农商银行 Q 支行柜员职业素质提 升给出建设性意见。本次研究分为三个层面进行说明。首先是关于文章的背景、 意义和主要研究内容的阐述。同时充分学习和介绍 相关理论研究成果,在前人研 究的基础上明确研究新方向。其次是设计和分发调查问卷,通过数据的搜集整理, 全面了解银行柜员的职业素质,包括客户服务、风险把控、组织 认同、培训认可 等方面。此后进行问题分析,了解到成都农商银行 Q 支行柜员职业素质目前存在 的一系列问题,以及通过对管理层的访谈得出问题分析的补充。最后是针对上述 问题,分别从提升沟通机制、完善培训和考核体系、加强监督工作、强化品牌文 化建设、增强激励、畅通发展通道、建立人才储备库等方面提出相应的解决方法。 本文创新的地 方在于不仅对成都农商银行 Q 支行柜员职业素质进行了分析, 同时从管理层的角度对员工职业素质的评价进行研究和分析,从不同的层面深入 了解银行柜员的职业素质的现状和 问题所在,因而提出更加全面性、系统性的对 策建议。 关键词:转型,柜员职业素质,调研ABSTRACT II ABSTRACT With the development of social economy, the extensive application of information technology, and the trend of interest rate liberalization, commercial Banks are facing unprecedented innovation and reform situation, readjust their operation mode, and actively respond to the fierce industry competition in the market. In the context of sustainable and stable economic growth, commercial Banks have been exploring new operating models. As a result, the neglect of talents in the traditional development model has begun to emerge. In the past corporate environment, bank staff's enthusiasm is difficult to be mobilized, unable to achieve personal value maximization. As the core of competition in the market turns to the competition for talents, enterprises begin to pay attention to the improvement of their own management mode to ensure the retention rate of talents. At the same time through various ways to improve staff comprehensive quality, constantly adapt to the new market needs.In our country, Banking industry after the "golden decade" of rapid development, the traditional bank service mode has been unable to meet customer demand, the combination of artificial intelligence and big data, speeds up the banking industry to "intelligent" transformation, providing customers with rich products and good experience at the same time, to counter staff requirement also gradually improve, only improve service and operational efficiency, to maintain a good competitive. Professional quality represents the image of the bank, therefore, understand the teller the required professional quality, continuously improve and development, bring new development to commercial Banks. Taking Chengdu agri-businesses Q branch bank teller as a breakthrough point, in view of the professional quality evaluation, the questionnaire survey to collected the related data, carries on the quantitative, qualitative and comparative research methods, expounds and analyzes the Chengdu agri-businesses Q branch bank teller present situation, the professional quality of Chengdu agri-businesses Q branch bank teller improve professional quality of constructive Suggestions are presented. This study is divided into three levels to illustrate. The first part is about the background, significance and main research content of this dissertation. At the same time, I fully learned and introduced relevant theoretical research results, and defined new research directions on the basis of previous studies. Secondly, the questionnaire was designed and distributed.ABSTRACT III Through data collection and sorting, the professional quality of bank tellers was comprehensively understood, including customer service, risk control, organizational identification and training recognition. After that, I analyzed the problems and learned about a series of problems existing in the professional quality of tellers in Q Sub-branch of Chengdu Rural Commercial Bank. Besides, I also obtained the supplement of the problem analysis through the interview with the management. Finally, in view of the above problems, corresponding solutions are proposed from the aspects of improving communication mechanism, perfecting training and assessment system, strengthening supervision, strengthening brand culture construction, strengthening incentive, unblocking development channel, establishing talent pool and so on. The innovation of dissertation is not only Chengdu agri-businesses Q branch bank teller professional quality are analyzed, at the same time, from the Angle of the management staff of professional quality problems are studied, from different levels of a deep understanding of the professional quality of bank tellers present situation and the problem, and thus a more comprehensive and systemic countermeasures and Suggestions are put forward. Keywords: Transformation, Professional quality, Research目录 IV 目录 第一章 绪论.................................................................................................................... 1 1.1 选题背 景............................................................................................................ 1 1.2 研究目 的............................................................................................................ 2 1.3 研究方 法............................................................................................................ 2 1.4 研究内 容............................................................................................................ 3 第二章 文献综 述............................................................................................................ 4 2.1 相关概念的界 定................................................................................................ 4 2.1.1 综合柜员 ................................................................................................ 4 2.1.2 职业的概念 ............................................................................................ 5 2.1.3 素质的概念 ............................................................................................ 5 2.1.4 职业素质 ................................................................................................ 6 2.1.5 柜员职业素质 ........................................................................................ 7 2.2 有关银行柜员职业素质方面的研 究................................................................ 7 2.2.1 在职业道德视角下银行柜员职业素质方面的研究 ............................ 7 2.2.2 在 人工智能技术下银行柜员职业素质方面的研究 ............................ 8 2.2.3 在金融产品同质化下银行柜员职业素质方面的研究 ....................... 10 2.3 素 质测评...........................................................................................................11 2.3.1 中国人才素质测评发展概况 ...............................................................11 2.3.2 西方人才素质测评发展概况 .............................................................. 13 2.4 小 结.................................................................................................................. 14 第三章 成都农商银行 Q 支行柜员职业素 质调查..................................................... 15 3.1 成都农商银行 Q 支行组织架构 ..................................................................... 15 3.2 成都农商银行 Q 支行柜面概况 ..................................................................... 15 3.2.1 成都农商银行 Q 支行网点柜员级别配置情况 ................................. 15 3.2.2 成都农商银行 Q 支行柜面风险事件概况 ......................................... 18 3.2.3 成都农商银行 Q 支行柜面服务客户投诉概况 ................................. 20 3.3 成都农商银行 Q 支行柜员职业素质测评设计 ............................................. 22 3.3.1 调查方式分类 ...................................................................................... 22 3.3.2 调查回收数据与统计特征 .................................................................. 23 第四章 成都农商银行 Q 支行柜员职业素质现状及问题分析................................. 26目录 V 4.1 柜员职业素质测评视角的问题分析 .............................................................. 26 4.1.1 客户服务 .............................................................................................. 26 4.1.2 业务风险把控 ...................................................................................... 28 4.1.3 组织认同感 .......................................................................................... 29 4.1.4 培训认可度 .......................................................................................... 30 4.1.5 柜员职业道德品质 .............................................................................. 31 4.1.6 柜员工作积极性 .................................................................................. 33 4.1.7 柜员身心健康 ...................................................................................... 34 4.2 管理层访谈视角的问题分 析.......................................................................... 36 4.2.1 柜员对于职业素质认知能力 .............................................................. 36 4.2.2 柜面人员营销业务能力 ...................................................................... 38 4.2.3 银行运营管理能力 .............................................................................. 38 第五章 提高成都农商银行 Q 支行柜员职业素质的对策与建 议............................. 41 5.1 提升网点和支行管理部门良好的沟通机制.................................................. 41 5.2 完善支行柜员绩效考核体系 .......................................................................... 41 5.3 完善支行培训体 系.......................................................................................... 43 5.4 支行加强柜面业务监督检查工 作.................................................................. 44 5.5 加强品牌文化建设强化员工心理契 约.......................................................... 45 5.6 畅通中年员工职业发展通 道.......................................................................... 45 5.7 以愿景和榜样表率来鼓舞和引领柜面员 工.................................................. 45 5.8 建立支行人才储备 库...................................................................................... 45 5.9 让奖励融入文化建 设...................................................................................... 47 第六章 结束 语.............................................................................................................. 48 致 谢.............................................................................................................................. 50。。。。。。以下内容略
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