在金融业领域，公司业务成为金融机构助力企业发展的主要形式，由于其授 信额度高、存款金额大、中间业务多、客户忠诚度高等原因，公司业务承载了商 业银行盈利指标中的重要部分。随着金融市场开放化程度越来越高，个人零售业 务在商业银行利润额中占比越来越小，而低利率市场导致信贷业务所带来的利润 份额也不断缩水，在竞争日趋激烈的环境下，公司业务作为在竞争当中重要的筹 码，其发展趋势、方法、业务流程、配置等内容，成为了我们亟待研究、探讨、 钻研和商榷的重要课题。 基于此环境下，本文依据笔者在中国邮政储蓄银行E市分行运营管理部公司 业务支付结算管理岗位多年的实践工作，以业务流程改进理论(BPI)为基础，借助 理论中所阐述实施方法的五个阶段，对于该分行在公司业务现行的集中流程方面 的现状、运营概况、不同种类业务的流程细节以及在公司业务运营的内部环境、 瓶颈和障碍、风险和流程本身进行深刻的剖析，找出在此过程中所存在的问题并 进一步探寻问题产生的原因并提出对策，并结合前人在流程改进、优化中的研究 成果，对该分行公司业务集中处理流程进行运营改进设计并分析其实施保障，经 过对邮储银行E市分行公司业务集中处理流程的优化，确定了在优化业务流程的 同时应有相关的组织保障、资源保障以及激励保障，最终得出了一套有助于该行 公司业务有序、健康发展的公司业务处理流程方案。 关键词：邮储银行，公司业务，集中处理，流程优化 II Abstract Inthefinancialsector,corporatebusinesshasbecomethemainformforfinancial institutionstohelpwithenterprises’development.Duetoitshighlimitofcredit,large amountofdeposit,greatquantityofintermediarybusinessandhighcustomerloyalty, corporatebusinesshasbecomeoneofthemostimportantsourcesofprofitfor commercialBanks.Asfinancialmarketsopendegreeishigherandhigher,the individualretailbusinessprofitsincommercialbankaccountedforsmallerandsmaller, andlowinterestratesledtothecreditbusinessprofitsbroughtbythemarketshareis shrinking,inanincreasinglycompetitiveenvironment,thecompany'sbusinessasan importantbargainingchipinthecompetition,itsdevelopingtendencymethod,the contentsuchasbusinessprocessconfiguration,hasbecomeanimportanttopicforusto studyanddiscussurgently. Basedonthisenvironment,thispaperonthebasisoftheauthor’spracticalwork inthePostalSavingsBankofChinaEcitybranchoperationsmanagementdepartment paymentandsettlementbusinessmanagementjobformanyyears,totheBusiness ProcessImprovementtheoryasthefoundation,withthehelpoftheoryof implementationmethodoftheconceptoffivestages,toanalyseprofoundlyforthe branchinthecurrentbusiness,focusingonthecurrentconcentrationprocess,operating business,differenttypesofbusinessprocessdetailsandthebottlenecks,riskand processitself,findouttheproblemsintheprocessandtofurtherexplorethecausesof theproblemandputforwardcountermeasures,combiningpreviousresearchresultsin processimprovement,Focusedonthebranchcompanybusinessprocessimprovement designandanalysisofitsoperatingsafeguard,aftertheoptimizationofPostalSavings bankofChinaEcitybranch,identifiedtheoptimizationofthebusinessprocessshould beaccompaniedbyrelevantorganizationalguarantee,resourceguaranteeandincentive guarantee,finallyarrivingatasetofbusinessprocessschemewhichishelpfultothe orderlyandhealthydevelopmentofthecompany'scorporatebusiness. Keywords:PostalSavingsBankofChina,corporatebanking,centralizedprocessing, processoptimization III 目录 第一章绪论...................................................................................................................1 1.1研究背景与意义...............................................................................................1 1.1.1研究背景...............................................................................................1 1.1.2研究意义...............................................................................................2 1.2研究内容与方法...............................................................................................2 1.2.1研究内容...............................................................................................2 1.2.2研究方法...............................................................................................3 第二章理论与文献综述...............................................................................................4 2.1相关理论阐述...................................................................................................4 2.1.1BPI的主要目标....................................................................................4 2.1.2BPI可能产生的作用和影响................................................................4 2.1.3BPI的实施方法....................................................................................4 2.1.4BPI项目执行中值得关注的问题........................................................5 2.1.5哈林顿改革流程图...............................................................................5 2.2文献综述...........................................................................................................6 第三章邮储银行E市分行公司业务集中处理流程现状分析...................................8 3.1邮储银行E市分行公司业务现状...................................................................8 3.1.1邮储银行E市分行简介.......................................................................8 3.1.2邮储银行E市分行公司业务现状.......................................................8 3.1.3邮储银行E市分行公司业务同业比对情况.......................................9 3.2公司业务运营概况.........................................................................................11 3.2.1邮储银行E市分行所辖公司业务的种类和内容.............................11 3.2.2邮储银行E市分行现行公司业务集中处理模式概述.....................13 3.2.3组织架构和人员配置.........................................................................14 3.2.4邮储银行E市分行公司业务运营指标.............................................14 3.3公司业务账户类集中处理流程分析.............................................................15 3.3.1账户开立.............................................................................................15 3.3.2账户撤销.............................................................................................17 3.4公司业务结算类集中处理流程分析.............................................................18 IV 3.4.1行内转账.............................................................................................18 3.4.2跨行汇款.............................................................................................19 第四章邮储银行E市分行公司业务集中处理流程存在问题分析.........................22 4.1公司业务运营内部环境分析.........................................................................22 4.1.1客户流失情况严重.............................................................................22 4.1.2营销模式单一、客户群体特殊.........................................................22 4.1.3硬件配备及相关技术支持不力.........................................................23 4.2公司业务集中处理流程运营中的瓶颈和障碍分析.....................................23 4.2.1退回率及退回原因集中度较高.........................................................23 4.2.2业务处理时间较长.............................................................................26 4.2.3会计稽核考评指标完成情况不佳.....................................................27 4.2.4人员处罚力度大.................................................................................28 4.2.5业务办理过程中要点繁多.................................................................30 4.3公司业务处理流程的风险分析.....................................................................33 4.4公司业务集中处理流程运营问题.................................................................33 4.4.1组织架构不合理.................................................................................33 4.4.2业务流程繁琐、单式填写庞杂.........................................................34 4.4.3人员设置不佳、业务素质不齐.........................................................34 第五章邮储银行E市分行公司业务集中处理流程优化.........................................36 5.1流程优化设计原则和方法.....................................................................