论文标题:我国商业银行客户经理制的研究
A Research on the Customer Manager System in Chinese Commercial Bank
论文作者 魏砚君
论文导师 朱淑珍,论文学位 硕士,论文专业 企业管理
论文单位 东华大学,点击次数 139,论文页数 89页File Size4333k
2004-01-01论文网 http://www.lw23.com/lunwen_113861142/ 商业银行;客户经理制;金融创新;银行再造;业绩考核
Commercial Bank;Customer Manager System;financial innovation;Reengineering the bank;Performance Assessment
二十世纪80年代以来，在金融全球化浪潮的冲击下，银行间的竞争日趋激烈，金融创新得到了空前的发展。与此同时，客户的金融服务需求日益多样化，银行由以产品为中心转向以客户为中心，客户经理制正是在此竞争态势和金融环境下产生和推广的，各商业银行把建立、完善客户经理制作为适应市场需求和同业竞争的重要手段。 客户经理制是为了适应经济环境的客观变化而产生的，是金融创新不断发展的必然产物，是商业银行保持竞争强势所必须进行的一种金融创新。本论文以此作为研究的出发点：首先从西方商业银行客户经理制的产生与发展入手，系统地分析了我国商业银行客户经理制的引入背景和当前实施现状，同时指出了存在的问题；接着对客户经理制进行内涵界定，分析其运行机理，揭示其理论基础，并从银行业制度变迁、市场化改革的角度出发，进行深层理论分析，进而得出如下结论：客户经理制是我国商业银行再造的突破口；然后，笔者从组织架构设计和客户经理管理两方面给出我国商业银行实施客户经理制的对策。最后，讨论了商业银行实施客户经理制对银行经营风险的规避以及相关风险的再产生，并进一步对再产生风险的防范措施特别是从客户经理的行为控制方面进行探讨。 本文采取了理论与实践相结合的研究方法，查阅了大量与本课题相关的文献，对银行再造、平衡计分卡业绩测评体系等客户经理制相关理论进行介绍；同时收集国外商业银行客户经理制实施案例进行分析研究，并考察我国具有代表性的国有商业银行和股份制商业银行客户经理制的实施情况，同时也关注了客户经理制发展前沿动态，为理论研究提供实事依据。通过对国内外商业银行实施客户经理制的比较研究，从而可以区分优劣、找出差异，为我国银行业客户经理制的不断创新与完善提供依据。通过理论探讨与实践分析，建立客户经理业绩考核激励模型，以检验和展示模型的具体效用与实用性。 商业银行实施客户经理制是中国金融体系向国际化发展的必然趋势。当前，我国商业银行推行客户经理制还处于初步探索阶段，商业银行客户经理的基本内涵、理论体系及其方法等都迫切需要结合我国的实际，从多角度进行认识和研究。我国商业银行要很好地借鉴西方银行在实行客户经理制方面的成功经验，把实行客户经理制作为积极推进我国金融体制的改革，增强自身竞争力，以适应我国加入WTO后国际竞争的需要。对于我国商业银行来说，积极探索和实施客户经理制就具有极为重要的现实意义。
Since 1980s, with the economic globalization, the competition among banks has become more intensified and financial innovation has made rapid progress. At the same time, customers" requirement became more variable, and banks began to transform production-oriented to customer-oriented. Under this intensified competition, the customer manager system came into being and began to expand.The customer manager system is a financial innovation of commercialbank"s effort to keep their advantages through adapting to the profound change of economic environment, and is the granted result of the financial innovation, which is the base of this paper. To begin with, this paper discusses the development background. Secondly, this paper systematically analyzes the implementation situation of the customer manager system in Chinese commercial banks. And profoundly analyzes the system through the banks" system transformation development and marketization. Then draws a conclusion that the customer manager system is the breakthrough point of reengineering the Chinese commercial banks. Thirdly, during the discussion of the implementation of the customer manager system in Chinese commercial banks, the paper emphasizes the foundation theory, the choice of organization structure model, and the management of the customer managers, especially in the base of customer manager system becoming the main force of making profits, which objectively requires more efficient solution to stimulate the customer managers" enthusiasm and assess their performance. Finally, the paper discusses the elusion of the business risk and the recovery of correlation risk, what"s more, deeply analyzes the avoid of regain risk, especially the control of the customer managers" behavior.In order to finish the paper, the author has adopted the theoretical and practical method, looked up a number of references, papers and periodicals, introduced the related theory of marketing, reengineering the bank. At the same time, the paper has absorbed the implementation cases of the foreign commercial banks, reviewed the implementation of Chinese current representative commercial bank, focused on the dynamic development, which supports the paper practically. By this contrast, we can find the disadvantages of Chinese commercial bank in the implementation of the customer manager system and offer advantageous items to advance the innovation. Through the theoretical and practical analysis, the establishment of the method of the customer manager system annually assess can check the practicability of model.The implementation of the customer manager system in Chinese commercial bank is the necessity for Chinese financial system to adapt to the globalization development. In this case, we can know Chinese commercial bank is just in the explorating stage, so we have a long way to go. More work need to be done, such as the deep meaning of the customer manager system, theory system and method require the basis of Chinese practice . To conclude, to absorb foreign successful experiences in the bank"s implementation of the customer manager system and to advance the competition ability is of great importance for Chinese commercial banks to adapt to international competition since China entry into WTO.
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