简论商业银行企业文化建设中的服务文化

商业银行企业文化是一个包含诸多子文化系统的体系,良好的服务文化是建设优秀的服务型企业文化的基础。本文从企业文化的一般性入手,分析了商业银行服务文化的内涵和功能,提出了建设商业银行服务文化在战略、组织、人事政策、管理和培训等多个层面上需要提供的条件。同时,从作为商业银行服务文化中共有价值观念核心的服务观念出发,在分析与规划、组织与实施等操作层面就如何培育商业银行服务文化提出建议。商业银行服务文化建设要与时俱进,但其变革能否成功的关键在于科学规划的程度和实施推进的力度,并能有效地控制各种变革成本。

Service Culture in Corporate Culture Construction by Commercial Banks

Corporate culture of commercial banks is seen as a system composed of many sub-cultures. Excellent service culture is crucial to fostering outstanding service-oriented Corporate culture. In the present paper, general features of Corporate culture are examined and commercial banks are analyzed in terms of content and function of their service culture. It is proposed that in order to foster service culture, commercial banks should get prepared in strategy, organization, human affair policy, management and training. Furthermore, suggestions are given on how to cultivate service culture--the core value--in the field of planning, organization and execution. To achieve this goal, commercial banks should move ahead with the time and make the reform a success by scientific planning and adequate implementation with the cost of the reform effectively controlled.