工商银行南平分行服务质量项目管理研究-项目管理专业论文.docxVIP

摘要 摘要 I I 摘 要 随着我国金融市场体制改革逐步深入，中国加入 WTO，国内的金融市场逐 渐开放，我国银行业市场竞争也异常激烈。目前，我国商业银行不仅要面对国内 同行之间的竞争，而且还要面对其他金融集团及外资银行的竞争。所以，必须通 过提升我国商业银行的服务质量管理水平，才能不断提高银行的竞争力。受传统 以及现实因素的影响，我国商业银行在服务质量方面，和外资银行、其它金融机 构相比，还有着较大的差距。并且此差距已开始严重影响银行的市场竞争力，极 大挑战了银行的市场地位。所以，对我国商业银行进行服务质量项目分析，并找 出形成此差距的原因，从而采取相应的策略，对我国银行业的持续发展具有至关 重要的意义。 本文运用项目管理的知识，将工商银行南平分行服务质量管理作为研究内 容，参照有形产品质量管理的理论和方法，有针对性地对工商银行南平分行怎样 开展服务质量管理，做了一些初步的研究。 本文共六章，包含质量规划、质量保证、质量控制等内容。通过运用项目管 理相关内容，尤其是项目管理中的质量管理，从银行客户、银行服务的提供者两 个方面，对银行服务的期望和感知及两者之间的差距进行分析，对工商银行南平 分行服务质量存在的问题进行了深入挖掘和系统性归纳，并利用质量管理的理论 和方法，提出银行服务质量控制策略。给银行管理者制定经营策略、提高服务质 量提供一个系统的方法。 关键词： 工商银 行 服务质量 管理 质量 规划 质量保 证 质 量控制 II II Abstract Abstract As China financial institutions continued to reform and entered into WTO, Chinese financial market become more and more open and domestic banking market is increasingly competitive. At present, our commercial banks have faced not only the competition of domestic banks, but also other financial groups and the competition of foreign banks. Therefore, only do we improve the level of banks QOS project management, we can improve the competitiveness of Chinas commercial banks. In terms of service quality, it exists the traditional and practical factors. Compared with other financial institutions and foreign banks, our commercial banks exists very big gap. And the gap has caused very big impact on the market competitiveness of the banks. At the same time, the banks market position has been a great challenge. Therefore, it is very important for Chinas commercial banks to analyze QOS project to find the reason of the gap and take relevant measures. This article uses the knowledge of project management and regards Nan ping ICBC QOS project as research content. And at the same time, it refers to the theory and methods of tangible product quality management. And it has done some preliminary research on the development of the service management of Nan ping ICBC. This article has six chapters. And it includes quality planning, quality assur