目前，在我国国有商业银行业务中，对公信贷业务处于主营业务的位置，
是银行盈利的根基，对公业务发展的好坏对商业银行的长期稳定发展起着至
关重要的作用。国有商业银行及时改进对公信贷业务流程是迫在眉睫的必经
之路
论文首先引用《中国银行业全样本报告》中 80 家国内银行对公信贷业
务数据的比重与份额，结合实际业务流程问题，反映出对公信贷业务流程改
进的重要性。论文主要运用业务流程优化再造理论，认为当前国有商业银行
亟待对传统业务流程进行重新设计，以便在成本、质量、服务和速度方面取
得明显进展。论文框架引用 DMAIC 六西格玛理论，涵盖定义、测量、分析、
改进和控制五个阶段，然后基于业务流程改进以改善客户关系
论文以 X 银行 SC 分行为研究对象。首先对 X 银行 SC 分行对公信贷业
务流程现状进行了分析，包括贷前调查流程、贷中审批流程和贷后监控流程，
发现其正处于业务的快速发展阶段，其审批权限基本能够满足一般对公客户
的信贷业务需求，但基于整个 X 银行系统的体制、人员、组织架构、风控以
及文化等各方面原因，X 银行 SC 分行的对公信贷业务流程繁复且冗长，导
致对公信贷业务流程效率不高，以至于时而会引起对公客户不满和业务丢失
的现象。接下来，论文针对 X 银行 SC 分行对公信贷业务流程改进管理进行
研究，分贷前调查、贷中审批和贷后监控三个阶段，采用理论和案例分析相国有商业银行对公信贷业务流程改进研究——以 X 银行 SC 省分行为例结合的方式，运用 DMAIC 六西格玛理论针对其对公信贷业务流程现状和存
在的问题进行深入论述和诊断研究。通过流程诊断，发现五大问题：未重视
客户需求、未重视与应用大数据统计分析、未重视改善业务流程、未主动开
展改进型管理和未实现无界限合作。最后，提出了基于 DMAIC 六西格玛理
论的对公业务流程改进方案。主要包括：定义对公信贷大客户需求（客户之
声），确定目标流程的关键影响因素，运用信息化技术改善业务流程，内部
流程组织结构的改进，细化贷前、贷中和贷后改进措施，设立信贷业务考评
机制，推行责任管理机制，提高风险预警能力，以及其他的特色辅助改进设
计，如客户远程自助查询信贷业务流程系统开发、客户管家服务、对接 GCMS
系统和 CRM 模块功能、运用信息化手段监测和控制流程、提供一揽子服务
等
论文研究为国有商业银行对公信贷业务流程改进做出了一定的理论贡
献，为全面提高银行对公信贷业务流程的整体效率和质量，以改善银企客户
关系、全面提升核心竞争能力和实现流程管理的变革与蜕变，帮助商业银行
在激烈的市场化竞争中立于不败之地具有一定的指导作用。论文的特色与创
新点在于全面聚焦对公信贷业务流程的改进管理，并选择 X 银行 SC 分行这
一典型大型国有商业银行为例作为研究对象，研究结果具有明确的针对性和
实践价值
关键词：国有商业银行 对公信贷 业务流程 六西格玛理论AbstractAbstract
With the deepening of financial markets reform and opening, as well as the
growth of interest rate marketization process, the privately-owned bank and the
internet bank is rising rapidly, therefore the traditional Chinese state-owned
commercial banks are facing the dual challenges from both the market and
network information technology. If the state-owned commercial banks want to
gain the superiority and advantages in the wave of fierce market competition, win
more customer resource and also improve customer relationships, then improving
their efficiency and quality of the financial service is a necessary mean. To abolish
the cumbersome credit business process, adapt to the information technology and
new market environment, which means the improvement of business process, is
one of the important measures.
At present, the corporate credit business is the main business and foundation
of the Chinese state-owned commercial banks. The stand or fall of the corporate
credit business plays a crucial role for the state-owned commercial banks’ stable
development in a long-term. So it’s a necessary road for the state-owned
commercial banks taking action on improvement of corporate credit business
process immediately.
At first, the paper quotes the data form the Whole Sample Report of Chinese
Banking which has analyzed the proportion and share of the corporate credit
business in 80 Chinese commercial banks, bonds the actual business problems, and
then explains the importance of improvement of corporate credit business process.
The paper mainly uses the theory of business process optimization and
reengineering to think that current state-owned commercial banks need to redesign
their traditional business process timely, so as to gain obvious progress in the cost,
quality, service and speed. The framework of the paper quotes the DMAIC six
sigma theory, covering five phases which include “define”, “measure”, “analyze”,
“improve” and “control”, and then to improve the customer relationship based onResearch on Improvement of Corporate Credit Business Process in the State-owned Bank
----An Example from X Bank of China SC Branchbusiness process improvement.
The paper takes X bank of China SC branch (X-SC branch) as a study
example. Firstly, the paper analyzes the current situation of the corporate credit
business process which includes pre-loan investigation process, in-loan approval
process and after-loan control process, finding that X-SC branch’s corporate credit
business is developing rapidly and its examination and approval authority can meet
normal corporate customers’ business needs basically. However, the corporate
credit business process of X-SC branch is tedious and complicated on account of
system, staff, organization, risk control, culture and so on, resulting in low
efficiency of corporate credit business process, customer dissatisfaction and loss of
business sometimes in X-SC branch. Next, the paper aims at in X-SC branch to
research on the corporate credit business process improvement management, along
with dividing the process in three phases of pre-loan investigation, in-loan
approval process and after-loan control process, and uses a combination of theory
and case analysis, then applies the DMAIC six sigma theory to have a deep discuss
and diagnosis on the current business process and problems. Five problems has
been found through the process diagnosis: indifference of customer requirement,
indifference and underutilization of big data statistic analysis, indifference of
process’ improvement, no initiative action on improved management and no
bondless cooperation. Finally, the paper puts forward the corporate credit business
process optimization plan based on the DMAIC six sigma theory. The main
contents include: define big corporate credit customers’ need (the voice of the
customer), confirm key factors of the target process, apply information technology
to improve business process, improve internal process structure, detail
improvement measures of pre-loan, in-loan and after-loan processes, establish
evaluation system for credit business, push responsibility management
mechanism, enhance risk warning capability and other characteristically auxiliary
improvement design, such as exploitation of long distance credit business process
system for customer self-service, customer butler service, joint the function of
GCMS system and CRM system, use informationalized mean to supervise and
control the process and offer the package of service.
The research of this paper makes certain contribution to the improvement of
corporate credit business process in Chinese state-owned bank, which has certainAbstractguiding function for enhancing overall efficiency and quality of banks’ corporate
credit business process, improving the customer relationship, lifting entire
core competitiveness, realizing revolution of process management, helping the
commercial banks remain
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