商业银行网点核心竞争力研究

近年来,在流程再造和扁平化改革的背景下,商业银行网点核心竞争力建设已经成为各商业银行业务经营与管理的关注焦点.本文在借鉴企业核心竞争力理论研究的成果基础上,详细分析了商业银行网点核心竞争力的内涵与特点,并从服务效率、服务品质、服务创新、客户忠诚、员工忠诚、服务激励等六大因素角度指出了当前网点核心竞争力建设面临的主要问题,并有针对性地提出了培育网点核心竞争力的具体思路:(1)选择适宜的核心竞争力提升目标;(2)培养专注于六大因素的意识;(3)建立持续改进和学习的机制;(4)推行标杆管理;(5)构造独特的营业网点文化环境.

Core Competences of Basic Business Outlets of Commercial Banks

Given the process reengineering and flattening system reform,how to build basic business outlet's core competence has attracted wide concerns of commercial banks.Drawing reference from enterprise's core competence theory,this paper makes a de- tailed analysis on the connotation and characteristics of core competence of commercial bank outlets and points out the main prob- lems in outlet's core competence construction from six aspects:service efficiency,service quality,service innovation,client loyalty, empl...