基于价值链理论的商业银行业务流程优化研究

Optimizing Business Process of Commercial Banks Based on the Theory of Value Chain

商业银行业务活动和流程是否协调,是决定其客户价值的重要基础。本文以价值链理论为指导,对我国商业银行的业务活动与业务流程进行归类分析,阐述业务活动与流程之间互相联系、共同影响客户价值的关系,建立了商业银行业务流程的优化模型。业务活动的优化关键是解决商业银行的活动瓶颈、不断对商业银行的弱势增值活动进行优化;业务流程的优化可以通过外包非核心业务、集中资源发展商业银行核心业务来解决。商业银行在业务流程优化过程中要注意以客户价值的提高为核心、差别化设计服务流程、集中资源发展核心业务等战略环节。

Coordination between commercial banks＇ activities and processes is prerequisite to determining a customer value. This article, guided by the theory of value chain, classifies business activities and processes of China＇s commercial banks, and expounds the interrelationship between business activities and business processes, both of which contribute to customer value, and then establishes an optimization model of commercial banks＇ business processes. The key to optimization of banking activities is to solve the bottlenecks and unceasingly optimize weak value-added activities. The optimization of business processes may be achieved by outsourcing non-core business and pooling resources to develop core business. In the optimizing process, commercial banks should take enhancement of customer value as the core, design different business processes and pool resources to develop core business.