随着利率市场化和资本监制度的不断完善，社会经济水平的增长，我国经 济体制和社会消费结构都在不断地完善和优化，人民消费水平不断提高。我国 商业银行对个人贷款业务发展的资本投入也成越来越高。由于个人贷款业务具 有发展潜力大、收益高的特点，成为了各大商业银行争相转型大力开展的业务， 现阶段已经有18家上市银行将个贷业务设为前三大主营业务，超过上市银行总 数的70%。随着金融体制改革步伐加快和外资银行闯入市场，个人贷款业务也 逐渐被国民所认可，对个人贷款的需求也不断增加。从宏观上，个人贷款业务 刺激了国民的消费意愿和消费能力，对保障我国GDP增长具有重要作用。银行 业经过三次零售转型之后，各商业银行逐渐将发展中心偏向个人贷款业务，愈 发重视个贷业务带来的新利润增长点。 Z银行黑龙江分行是属于较早进入黑龙江省个贷金融市场的商业银行，拥 有良好的客户基础与服务口碑。近年，个贷市场产品同质化较为越发严重，Z 银行黑龙江分行的竞争优势逐渐减弱，个人贷款余额的环比增长率逐年降低， 该行对个贷业务的优化建设的需求迫在眉睫。本文以Z银行黑龙江分行个贷业 务为研究对象，首先使用文献研究法对推动个贷业务发展的研究理论有一个初 步的了解。之后采用访谈法，通过与Z行个贷工作人员座谈等方式，了解Z行 的发展现状及所存在的弊端，结合PEST分析法，对Z银行黑龙江分行所处的政 策环境、市场环境、消费环境等进行分析，为之后的CROT战略分析打下基础。 面对Z银行黑龙江分行个贷业务所存在的产品同质化严重、业务办理效率低、 营销力度弱、组织制度不清等问题，从组织制度、风险防控、人力资源、产品、 服务、营销、信息技术几个方面提出个贷业务的发展策略，对突破现阶段业务 发展瓶颈具有理论意义和现实意义。 关键词：发展策略；商业银行；个人贷款业务；业务优化 哈尔滨工业大学工商管理硕士学位论文 II Abstract With the marketization of interest rates and the continuous improvement of the capital supervision system and the growth of the social and economic level, China's economic system and social consumption structure are constantly improving and optimizing, and the level of people's consumption is constantly improving. The capital investment of China's commercial banks in the development of personal loan business is also getting higher and higher. As the personal loan business has the characteristics of large development potential and high income, it has become a business vigorously carried out by major commercial banks. At present, 18 listed banks have set their personal loan business as the top three main businesses, exceeding 70% of the total number of listed banks. With the acceleration of the financial system reform and the entry of foreign banks into the market, the personal loan business has gradually been recognized by the nationals, and the demand for personal loans has also increased. From a macro perspective, the personal loan business has stimulated the people's willingness to consume and spending power, which plays an important role in safeguarding China's GDP growth. After three retail transformations in the banking industry, commercial banks gradually shifted their development centers to personal loan business, and paid more attention to the new profit growth point brought by personal loan business. Z Bank Heilongjiang Branch is a commercial bank that entered the personal loan financial market in Heilongjiang Province earlier and has a good customer base and service reputation. In recent years, the homogenization of products in the personal loan market has become more and more serious. The competitive advantage of Z Bank Heilongjiang Branch has gradually weakened, and the growth rate of personal loan balance has been decreasing year by year. The bank's demand for the optimization of personal loan business is imminent. This paper takes the personal loan business of Z Bank Heilongjiang Branch as the research object. Firstly, it uses the literature research method to have a preliminary understanding of the research theory of promoting the development of personal loan business. Afterwards, using the interview method, through the discussion with the Z-line loan staff, to understand the development status of Z-line and its shortcomings. Combined with the PEST analysis method, the policy environment, market environment and 哈尔滨工业大学工商管理硕士学位论文 III consumption environment of Z Bank Heilongjiang Branch are analyzed, which lays a foundation for the subsequent CROT strategy analysis. Faced with the problems of serious homogenization of products, low efficiency of business handling, weak marketing, and unclear organizational system in the personal loan business of Z Bank Heilongjiang Branch, the development strategy of personal loan business from the aspects of organizational system, risk prevention and control, human resources, products, services, marketing and information technology has theoretical and practical significance for breaking through the bottleneck of business development at the current stage. Keywords: development strategy, commercial bank,personal loan business, business optimization, 哈尔滨工业大学工商管理硕士学位论文 IV 目录 摘要 ......................... I Abstract ..................... II 第1章 绪 论 ............ 1 1.1 研究背景、研究目的及意义 ...................... 1 1.1.1 研究背景 ... 1 1.1.2 研究目的 ... 2 1.1.3 研究意义 ... 2 1.2 国内外研究现状及评述 .................. 3 1.2.1 国外研究现状 .......................... 3 1.2.2 国内研究现状 .......................... 4 1.2.3 研究现状评述 .......................... 5 1.3 个人贷款业务概述及相关理论 ...... 6 1.3.1 个人贷款业务概述 ................... 6 1.3.2 个人贷款相关理论概述 ........... 7 1.4 研究内容及研究方法 ..................... 8 1.4.1 研究内容 ... 8 1.4.2 研究方法 ... 8 第2章Z银行黑龙江分行个人贷款业务发展环境分析 ...... 10 2.1 外部环境分析 10 2.1.1 政策环境分析 ........................ 10 2.1.2市场环境分析 ......................... 11 2.1.3技术环境分析 ......................... 12 2.2 内部环境分析 13 2.2.1 Z银行黑龙江分行个人贷款业务资源分析 .......... 13 2.2.2 Z银行黑龙江分行个人贷款业务能力分析 .......... 16 2.3本章小结 ........ 18 第3章Z银行黑龙江分行个人贷款业务存在的问题 .......... 19 3.1 Z银行黑龙江分行个人贷款业务现状 ......................... 19 3.1.1 Z银行黑龙江分行个人贷款业务结构 .................. 19 3.1.2 Z银行黑龙江分行个人贷款业务资产质量 .......... 23 3.1.3 Z银行黑龙江分行个人贷款业务不良状况 .......... 24 哈尔滨工业大学工商管理硕士学位论文 V 3.2 Z银行规模优势发挥不完全 ......... 26 3.2.1 网点功能发挥不完全 ............. 26 3.2.2 对利率定价的把控能力不足 . 27 3.3 产品发展滞后 27 3.3.1 个贷业务主要依赖个人住房贷款业务 ................. 27 3.3.2 缺乏市场细分 ........................ 28 3.4 业务处理效率低下 ....................... 29 3.4.1 审批工作人员匹配不均衡 ..... 29 3.4.2 审批流程冗余 ........................ 29 3.4.3 营销团队管理混乱 ................. 29 3.5 内部监管不健全 ........................... 30 3.5.1 贷款审查责任前移 ................. 30 3.5.2 风险审查标准落后 ................. 30 3.6 工作人员业务能力不足 ................ 31 3.6.1 工作态度消极 ........................ 31 3.6.2 对借款的还款能力无法做到全掌握 ..................... 31 3.7 业务准入审核标准不灵活 ............ 32 3.8本章小结 ........ 32 第4章 Z银行黑龙江分行个人贷款业务发展策略及实施保障......................... 33 4.1 Z银行黑龙江分行个人贷款业务发展策略原则与思路 .......................... 33 4.1.1 对标企业个人贷款业务发展概述 ........................ 33 4.1.2 基于CROT模型Z银行黑龙江分行个人贷款业务分析 .................... 35 4.1.3 Z银行黑龙江分行个人贷款业务发展目标 .......... 37 4.2 组织优化策略 37 4.2.1 部门结构优化 ........................ 37 4.2.2 个人贷款业务扁平化流程改进 ............................ 37 4.2.3 改进业务审批流程 ................. 38 4.3 产品优化策略 38 4.3.1 调整个人贷款产品结构 ......... 38 4.3.2 大力推动产品创新 ................. 39 4.4 风险控制管理优化策略 ................ 40 4.5 服务差异化策略 ........................... 40 4.6 广泛运用金融科技 ....................... 41 4.6.1 利用大数据技术实现潜在用户挖掘 ..................... 41 哈尔滨工业大学工商管理硕士学位论文 VI 4.6.2 利用区块链等技术实现智能风控 ........................ 41 4.6.3 利用互联网渠道实现智能审批 ............................ 42 4.7 人力资源优