【正文】 中國銀行湖北省分行 網(wǎng)點個金標準化 管理手冊 綜合 管理 篇 湖北省分行個人金融部 二〇〇八年六月 目錄 一、 網(wǎng)點文優(yōu)標準化管理 ....................................................................................... 4 （一）營業(yè)網(wǎng)點環(huán)境 .......................................................................................... 4 .................................................................................................. 4 .................................................................................................. 4 .................................................................................................. 5 （二）服務(wù)禮儀 ................................................................................................. 5 著裝 ........................................................................................................ 5 儀容 （含值勤保安） ................................................................................ 5 、星級柜員牌 ................................................................................ 6 ......................................................................................................... 6 禮貌用語 ................................................................................................. 6 （三）柜臺服務(wù) ................................................................................................. 6 .................................................................................................. 6 受理業(yè)務(wù) ................................................................................................. 7 .................................................................................................. 7 ........................................................................................... 7 二、網(wǎng)點安全保衛(wèi)標準化管理 ................................................................................... 7 三 網(wǎng)點廳堂管理 ..................................................................................................... 9 (一 )未改造網(wǎng)點 ................................................................................................. 9 ............................................ 10 營業(yè)網(wǎng)點大廳區(qū)域管理標準及要求 ......................................................... 10 封閉式柜臺服務(wù)區(qū)管理標準及要 求 ......................................................... 13 輔助功能區(qū)管理標準及要求 ................................................................... 14 外部公共區(qū)域管理標準及要求 .......................................................................... 15 自助服務(wù)區(qū)標準及要求 .......................................................................... 16 咨詢服務(wù)區(qū)管理標準及要求 ................................................................. 17 .................................................................... 18 封閉式柜臺服務(wù)區(qū)標準及要求 .............................................................. 18 ........................................................................... 20 ................................................................ 22 理財區(qū)管理標準及要求 .......................................................................... 23 管理標準及要求 .................................................................... 25 （三）考核內(nèi)容和標準 ..................................................................................... 25 ................................................................................................ 25 .............................................................................. 26 四、 網(wǎng)點績效管理 ............................................................................................... 28 （一）管理機構(gòu)對網(wǎng)點的績效管理 ................................................................... 28 產(chǎn)品銷售業(yè)績 ................................................................................................... 28 客戶滿意度考核 ............................................................................................... 29 標準化管理管理 ............................................................................................... 29 （二）網(wǎng)點內(nèi)部績效管理 ................................................................................. 33 網(wǎng)點內(nèi)部績效管理的基本流程 .......................................................................... 33 績效溝通的實施步驟 ........................................................................................ 34 機構(gòu)負責人對機構(gòu)員工考核： .......................................................................... 35 五、 網(wǎng)點文化建設(shè) ............................................................................................... 36 （一） 晨會制度 ............................................................................................. 36 ............................................................................................ 36 ....................................................................................................... 36 ............................................................................................ 36 （二） 班前準備制度 ...................................................................................... 37 （三）指導制度 ............................................................................................... 37 （四） 柜員基本服務(wù)規(guī)范 ............................................................................... 38 ................................................................................................ 38 戶要離開柜臺時 .............................................................................. 38 ......................................................................................... 38 ................................................................ 39 （五） 網(wǎng)點培訓文化和學習制度 ..................................................................... 39 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