构建网络时代商业银行营业网点柜面服务新模式

Establishing a New Model of Counter Service by Business Outlets of Commercial Banks in Cyber Age

营业网点是商业银行业务经营管理的重要阵地,其柜面服务更是商业对外服务的重要渠道之一。商业银行在网络化发展中,营业网点的柜面服务不但发生了巨大变化,而且也产生了许多新的问题。本文借鉴国际银行业在网络时代营业服务发展趋势,提出商业银行应充分发挥网络优势,以客户为中心,重构营业网点服务体系,提升柜面服务层次;深化核算管理一体化改革,创新柜面服务模式;改进业务产品创新机制,提高网点竞争能力;加快柜面业务流程再造,改善网点服务效能;改造营业网点柜台设置。

Business outlets are important venues where commercial banks carry out business operation and management.Counter service is still more an important channel of service to the public.Along with the development of networking,business outlets of commercial banks have undergone tremendous changes and at the same time met many new problems as well.Following the service trend in cyber age as observed by international banks,it is proposed that commercial banks should give networking full play and re-establish a system of customer-centered business outlets,upgrade their counter service standard;deepen the integrated reform of accounting management;create new counter service models;improve their business innovation mechanism and sharpen the competitive edge of business outlets;quicken steps of reengineering counter business flow;increase efficiency of outlets service;redesign outlets’ counters;separate function service areas;strengthen internal management in business outlets and better counter service quality in an all round way in cyber age.