摘要
ZYC银行作为国有金融机构的重要组成部分，具备营业网点多、规模大的特点，在我国
金融结构转型，特别是推动农村、城乡的金融发展发挥着重要作用。银行网点“运营”伴随
着其商业模式的不断更迭和变化，不再仅仅局限于“柜面操作”这一范畴，而是从“客户需
求”和“银行改革”两个角度不断地发生演变。在此背景下，本文选取 ZYC银行 J省分行网
点为研究对象，以案例分析的研究方法，优化网点运营管理流程。
本文将六西格玛管理方法和商业银行网点流程优化相结合，分析 ZYC银行 J省分行网点
运营管理现状，发现其存在的问题，运用“DMAIC模式”构建网点运营流程优化方案，并评
估实施效果。本文可丰富运营管理流程优化实践相关的文献，对其他商业银行优化网点运营
管理流程具有决策参考价值。
关键词：运营管理；流程优化；六西格玛；DMAIC
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Abstract
As an important part of state-owned financial institutions, ZYC Bank’s characteristics is many business
outlets and large scale, and plays an important role in China's financial structural transformation, especially in
promoting the financial development in rural and urban areas. With the constant changes of business models, the
"operation" of bank outlets is no longer limited to the scope of "counter operation", but constantly evolves from
two perspectives of "customer demand" and "bank reform". In this context, this paper selects ZYC Bank J
Provincial Branch as the research object, and analyzes the process optimization of network operation management
in depth with the method of case study.
This paper combines the Six Sigma management method with the network process optimization of
commercial banks, analyzes the current situation of the network operation management of the J Provincial Branch
of ZYC Bank, finds out its existing problems, and uses the "DMAIC mode" to construct the network operation
process optimization scheme. This paper can enrich the literature related to operation management process
optimization practice, and has reference value for decision-making of other banks in optimizing operation
management process.
Keywords：Operation management，Process optimization，The six sigma，DMAIC
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目录
第一章绪论.................................................................................................................................................................1
1.1研究背景和意义........................................................................................................................................... 1
1.1.1研究背景............................................................................................................................................ 1
1.1.2研究意义............................................................................................................................................ 2
1.2国内外研究现状........................................................................................................................................... 3
1.2.1关于商业银行运营管理.................................................................................................................... 3
1.2.2关于银行业务流程优化.................................................................................................................... 4
1.2.3关于六西格玛.................................................................................................................................... 5
1.2.4关于“DMAIC”模式.......................................................................................................................7
1.2.5研究评价............................................................................................................................................ 8
1.3研究内容........................................................................................................................................................8
1.4研究思路和方法........................................................................................................................................... 8
1.4.1研究思路............................................................................................................................................ 8
1.4.2研究方法............................................................................................................................................ 9
1.4.3研究的先进性和实用性.................................................................................................................... 9
第二章相关概念及理论...........................................................................................................................................11
2.1运营管理......................................................................................................................................................11
2.2内部控制......................................................................................................................................................11
2.3流程优化......................................................................................................................................................12
2.4六西格玛......................................................................................................................................................13
2.4.1概念.................................................................................................................................................. 13
2.4.2特征.................................................................................................................................................. 13
2.4.3关键步骤.......................................................................................................................................... 14
2.5 DMAIC模式................................................................................................................................................15
2.6银行运营管理特点..................................................................................................................................... 16
第三章 ZYC银行 J省分行网点运营流程现状......................................................................................................18
3.1 ZYC银行概况............................................................................................................................................. 18
3.1.1历史沿革.......................................................................................................................................... 18
3.1.2组织架构.......................................................................................................................................... 18
3.1.3人力资源.......................................................................................................................................... 19
3.1.4财务及业绩状况.............................................................................................................................. 20
3.2网点运营流程............................................................................................................................................. 21
3.2.1网点转型发展阶段.......................................................................................................................... 21
3.2.2柜面业务流程.................................................................................................................................. 21
3.2.3自助设备流程.................................................................................................................................. 24
3.3现行运营流程存在的问题......................................................................................................................... 27
3.4运营流程存在问题的原因分析...........................................................................